The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on April 26, 2016, [redacted] reported his air conditioner was not blowing cold air Independent service contractor, Home Heating & Air Conditioning was dispatched to the home and on May 4, 2016, reported the system was one pound low on Freon and he found a leak at the schrader valveWe paid the contractor for that repair and the system was in working order when the technician left the home [redacted] ’s Agreement expired on May 11, and he did not renewOn page of the Agreement under What is the 2-HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-HBW fails again within the term of the Service AgreementService performed within the last days of the Service Agreement will be guaranteed for days.” We apologize if he is now experiencing more issues but the service agreement has expired and we cannot honor claims outside the agreement We would like to point out that [redacted] system is made by Carrier and manufactures Bryant productsThe serial number indicates this is a systemAll Carrier HVAC systems have a minimum year minimum manufacture warranty on equipmentHBRWC has never had a problem with Carrier honoring items under manufacturer warranty even when the customer is not the original ownerIn fact, most times they are not the original ownerHe may want to call Carrier directly with his model and serial # in handHe should also have the paperwork Sincerely, Office of the PresidentHome Buyers Resale Warranty CorporationT
Complaint: [redacted] I am rejecting this response because: This response still does not explain why the business was dishonest in both its sales practices and in the documentation that was sent to me in regards to the problemThe documentation from the heating and air contractor (previously provided) and the warranty company did not matchI am extremely frustrated that I received so many broken promises from the home warranty and they are only out to make money and that they do not appreciate there customersI received this warranty with my home to protect me from any problems that would arise in my first yearThis warranty has not protected me from anything and actually has caused more problems as I have had to go through so much dealing with the issueI feel that no offers have been done for any repairs or even a split cost of repairsIf the warranty is of no good to me, I demand that I am refunded all funds in regards to the warranty and that some additional for all of the wasted time spent and for he pain and suffering me and my family has had to go through dealing with this for almost months nowBecause of the lack of our ac system being fixed and this process taking so long we had to purchase a window unit (cost over $200) which in turn allowed a crook to break into our homeI have now been a victim to two crooksThe warranty company and the thief who broke in our homeI will never do business again with this warranty company and will tell everyone I know how dishonest and difficult they are to work withSince my involvement I have received word from one of my colleagues they have been dealing with similar issues with 2-and have been told the same that the issue was pre-existing and there home was purchased almost a year agoIf 2-does not attempt to offer better service than previously providedI may choose to contact the media and an attorney and pursue other actionsAt this point I am sorry that I every worked with 2-and they have already lost a customer for life Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that went into effect on July 18, and applicable claimsThank you for the opportunity to review and respond Our records indicate on July 19, 2016, [redacted] reported she noticed on July 1, 2016, that the refrigerator, dishwasher, microwave and gas cooktop are all having issuesMr [redacted] ’s Agreement is not a renewalHis last Agreement that he had with HBRWC expired in July 20, This is a year lapse in coverageThis Agreement went into effective July 18, The failures to all of the appliances were prior to the inception date of the Agreement and not eligible for coverage per the Terms & Conditions, in bold; A-“is in place and in good and safe working order with no pre-existing defects at the beginning of the service period;”A manager has left messages at the [redacted] residence with a direct contact to call him back to discuss this matter furtherMr [redacted] has not called him back Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Ms [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We disagree with Ms [redacted] 's statement that we refused to dispatch a contractor to service his water heaterHBRWC attempted to locate a contractor in her area to provide service, and contacted licensed companies in our attempt to facilitate this claimWe regret that none were available to offer serviceWhile HBRWC strives to minimize this situation, it does occur on occasionSection A-of Ms [redacted] 's Agreement advises that, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." On July 27, a licensed contractor found that the water heater itself was not leaking, but rather the leak was coming from the expansion tankMs [redacted] was mailed a check reimbursing her the full $cost that she paid for repairs We have also reviewed the air conditioning claim placed by Ms [redacted] On July 14, the independent service contractor Air Pro reported that the blower motor had failed and required replacementMs [redacted] 's system required an Original Equipment Manufacture (OEM) blower motor specific to her unitThe manufacturer advised HBRWC of the necessary replacement part and this was ordered We regret that upon receipt of the first blower motor, the contractor advised that it was the incorrect partWe apologize for this inconvenienceAt the same time, HBRWC ordered the part specified by the manufacturer and are not responsible for the delay caused when the manufacturer did not provide the correct informationSection B-of Ms [redacted] 's Agreement does state that, We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties." Upon receiving the correct part number, HBRWC ordered the part immediatelyWhile we attempted to have the part expedited, the blower motor was a factory orderUnfortunately, it is not possible to expedite or overnight factory ordered parts, as that is not an option this manufacturer offers The service contractor received the correct blower motor and completed repairs on August 5, HBRWC reimbursed Ms [redacted] $for the inconvenience that occurred as a gesture of goodwill, and not an admission of liability We would also note that the service contractor was correct in cashing Ms [redacted] 's service fee check prior to the completion of repairsThe Agreement states that this service fee is due when the contractor arrives at the homeThe service fee covers the contractors initial diagnostic visit, with HBRWC paying for the remaining repairs We would like to thank Ms [redacted] for bringing this to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: 2-has contacted me via phone this morning about missed appointment on last Saturday2-decided to reimburse me a full warranty amount Sincerely, [redacted]
Complaint: I am rejecting this response because: The business did not explain the reason why its employees, mainly [redacted] , informed me that they could retroactively apply the coverageI did not receive the upgrade requests before the January deadlineThe business also did not address the issue of me calling on 2-29-16, informing customer service there was an issue and I had not received the upgrade requests until the end of FebruaryAt that time I was informed that a supervisor would return my callObviously they did notThe supreme protection could've been added back in February, before my service requests, and thus repairs would be coveredFinally the business did not address the unprofessionalism of the female agent who told me I was not allowed to speak to a supervisor and that only 2-representatives can speak to the supervisorsShe also explained that it was my responsibility to follow up on my phone calls, regardless of what I was told by customer service agentsI agree with what the business responded but they did not address my key concernsThe out of pocket repairs are not the issue, the misinformation and bad business practices are the issueI will be seeking legal counsel if these issues are not addressed and resolved in an agreeable fashionThank you Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/18) */ July 18, Revdex.com Case # XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted] ***'s inquiryThank you for the opportunity to review and respond HBRWC sincerely apologizes to [redacted] for the trouble she has experienced with her service requestWe strive to provide fast and reliable service to all of our customers and anything less than that is unacceptableThis matter is being investigated internally Our records indicate that [redacted] has already reached out to the Office of the President and we were able to come to a resolution on July 9, This resolution included our initial buyout offer of $for HBRWC's cost to for repairs and an additional $reimbursement as goodwill gesture for a total of $ [redacted] accepted this amount and both checks were processed to her We thank [redacted] for bringing these matters our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs Sincerely, Office of the President Home Buyers Resale Corporation
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond On April 16, the federal government updated the National Appliance Energy Conservation Act (NAECA)Under these changes, gallon water heaters must be upgraded to heat pump style water heatersSuch water heaters are taller and require space of at least ft x ft to ensure correct air flowThey also require major modifications to the venting and ductwork, more insulation than standard gallon gas water heaters, and installation of a drain and/or condensate drain pump We regret that HBRWC does not offer coverage for upgrading the water heater to such a system pursuant to section B-which states, "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances." This is in conjunction with section B-which states, "We are not responsible for upgrades or matching color or brand." For this reason, HBRWC offers two options to a customer with a gallon water heaterThe first is to offer cash in lieu of repairs for the total that HBRWC would pay to replace with a like-kind gallon gas water heaterIf a customer prefers to have the water heater replaced, the alternative is that they may accept having a contractor install a smaller gallon water heater which does not have the same NAECA restrictions as that of the gallonWhile there are non-covered charges associated with replacing with a gallon water heater, they are substantially less than the costs associated with upgrading the unit to match the NAECA requirements We apologize if there is any confusion regarding changesWe would disagree with Mr [redacted] 's statement that HBRWC changed out policyThe Agreement that Mr [redacted] has does explain our coverage as it related to federal requirements, and the language of the Agreement was not altered in any waySection A-2b of Mr [redacted] 's Agreement explains that HBRWC may offer cash payment instead of repairs or replacement when, "Following a response to a covered breakdown, the system or appliance would remain non-compliant with laws, regulations or code requirements." The option of downgrading to a gallon is also offered as a gesture of goodwill since some customers have expressed a preference for this possibility Our records indicate that on September 2, Mr [redacted] accepted the $offered in lieu of repairsAs such, HBRWC has fulfilled the terms and conditions of the Agreement as stated above, and are not able to be of further assistance with the replacement of the water heaterWe appreciate Mr [redacted] bringing his concerns to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to know why the people from whom I purchased this plan from did not notify me about the changes affecting my insuranceThey know what equipment I have, and should have sent out information about the changesTo replace my water heater and pay for labor and materials cost totalI was told that I would be getting a refund on the deductible I paid, which I haven't yet received At this point I don't even know if I can purchase new appliances and have 2-cheat me out of paying for repairsAfter weeks of inaction on the part of 2-I was forced to take the buyout because I needed hotwater in my homeI could not get expedited service from the plumber because apparently not having hotwater is not an emeregency and regardless of the fact that I pay for insurance I would have had to pay for expedited service to have someone tell me what I already knew, my hot water heater is busted The woman from the office of the president is off her rocker becuase this happened in not 2014, and the initial call on the water heater going bad was made on September 6, How can anyone trust an organization that clearly doesn't keep correct records Final Consumer Response / [redacted] (4200, 11, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their statement is a typical corporate responseThey're demeaning to their customers by saying they can't educate customers about changes as if we are all isI asked to be notified of a change effecting my policy, not to be treated like an is I was told by customer service that I would receive a refund on my deductible as well, that hasn't happenedWas I just told that lie to get me off the phone? Even a simple Internet and Yelp search shows how many other people view 2-10, and that the service is dubious due to the fact that they determine repairs based on their bottom lineThey'll find any way to get out of paying for a repair I want what was promised to me by a supervisor at 2-10, a refund on my deductible and then I'll see if it is worth the hassle to maintain insurance with such people Final Business Response / [redacted] (4000, 13, 2015/11/05) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review and respond We apologize if Mr [redacted] was offended in any wayAt the same time, what HBRWC stated in our previous response is correctIt is not possible to update a customer on every change in code requirements that occurs on a federal and/or local level, and nowhere in Mr [redacted] 's Limited Home Service Agreement does it state that HBRWC will notify of changes Mr [redacted] 's service fee was reimbursed as part of the lump sum of $that was authorizedThe original amount that HBRWC offered to Mr [redacted] was $1255.28, but this amount increased after his $service fee was addedAs such, he will not receive a separate check for that amount as it has already been reimbursed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs [redacted] Thank you for the opportunity to review further We would refer Mrs [redacted] ’ to our previous response in which we indicated this not a plumbing issue and not eligible for coverageThere must be a leak or break in the line for the claim to be eligibleOur records show the reimbursement of the service fee of $was processed on October 13, If Mrs [redacted] has not received this check by nowWe ask she call the accounting department at ###-###-#### We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decisionHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on September 4, 2017, [redacted] reported water is dripping inside unit from top area onto the pilot light and it would not reigniteWe do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular trade in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThe guidelines for using a contractor out of our network were emailed to [redacted] Number and number pertain to this complaint Number of the guidelines state we will only reimburse the amount we would pay a contractor that is in our network; “2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement The cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.” This is also located in the Terms & Conditions; “A-2aIf we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);” Number of the guidelines state we will not pay for any repairs that are made without getting prior authorization The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made 2-Home Buyers Warranty will not pay for any repairs that are made without its authorization In addition, no prior approval is also listed in the Agreement in bold on page under Who pays what? “2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” Also under the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractorIf a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.” On September 7, 2017, [redacted] ’s contractor, [redacted] called in and reported the gallon water heater is leaking at the baseHis total cost to replace the water heater was $6,The technician did not have a cost breakdown to justify this extreme cost [redacted] was NOT authorized and approved to do the work as the cost was just too extremeThe claim was sent to our contractor relations department to locate a contractor that could rearrange their schedule and service this claimOn September 8, 2017, [redacted] decided to have [redacted] replace the water heaterContractor relations did locate a contractor and the representative called to advise [redacted] [redacted] advised the representative he had the water heater replacedThe invoice was requested from [redacted] for reviewThe invoice was received and reviewed by contractor relationsIt was decided since [redacted] did call in the diagnostics but was not approved to do the work, we would price out the reasonable amount we would have paid for the same work by the network contractor as stated aboveThe network contractor’s cost breakdown: $1,total ($water heater + $labor - $service fee) The representative failed to forward the invoice to accounting to have the check processed and has since been explained the proper procedureThe representative did call [redacted] to explainIt will take approximately to business days to receive the check We do apologize for any frustration, inconvenience and delay that [redacted] may have experienced during the claims handling process We value his business and we look forward to serving his future warranty needs Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Items under manufactures warranty are only eligible for coverage if the Supreme Protection option is purchasedThis option was not purchasedThis is referenced in the Agreement under Air Conditioning and Heat Pump under “Supreme Protection (Optional for Buyer Only): *Items under manufacturer’s warranty” In addition this is also listed in the Terms & Conditions; E-“We are not responsible for items still under the manufacturer’s warranty or improperly installed unless the Supreme Protection option is selected.” In [redacted] ’s desired settlement he is requesting his service fee of $refundedAs a goodwill gesture, this has been doneIt will take approximately to business days to receive the checkWe would be disappointed if [redacted] decided to cancel his AgreementIf he is still considering cancelling with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section I of his Agreement, which states: “If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the Agreement.” Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Ms***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 2, 2017, Ms [redacted] reported: “Ice Maker is not working, possible improper installA piece does not fit.” Ms [redacted] refused the first contractorsThe representative contacted the independent contractor [redacted] to service the claimThe technician reported the ice maker arm is hitting the back shelfThe [redacted] had little information on what work the technician did with the ice maker but thought the technician replaced itOn June 12, Ms [redacted] called to report her dissatisfaction with the [redacted] technician, the technician did not give her a receipt and the ice maker still does not workMs [redacted] did not want the same technician from [redacted] to come backA different independent contractor, [redacted] was dispatched and found the ice maker needed to be replaced and [redacted] was authorized to replace the icemakerMs [redacted] called into the office and advised us the refrigerator is leaking [redacted] was sent back out to the home and the service fee is waived regardless if this is a new failure We acknowledge her statements regarding the [redacted] technician [redacted] is a national company with an excellent reputationWe take these accusations seriously and can assure her that it is not acceptable for anyone to be rude [redacted] has been sent to our contractor relations department to address this issue as well as their vague diagnosticsA stern criteria of the independent contractors we utilize is to provide our customers fast, friendly, reliable, professional service We regret, we are unable to replace the refrigerator or offer $1,up front to replace the refrigerator as the only failure to the refrigerator is the ice makerWe do apologize that we could not be of further assistance in this regard Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] ***’s Limited Home Service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on January 4, 2016, Mr [redacted] reported his light fixture in the kitchen will not functionThe independent service contractor, Glass Electrical Services Incwas dispatched to the property to evaluate the claim furtherOn January 22, 2016, Glass Electric found the Ballast of the light fixture had shorted outHe was authorized to replace the Ballast in the light fixtureThe light is now working as it shouldWe acknowledge that Mr [redacted] would like to have the light fixture replaced, have a protective cover put over the fixture or put protective plastic tubes over the florescent bulbs since he feels this is a safety hazard and a code violationIf Mr [redacted] would please reference his Agreement under the Terms & Conditions; B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes) missing parts”This would not be a code issueThe light fixture at the time of installment would have been up to codeThis was a repair of that light fixture and not a replacementNew code violation rules do not apply for items that were installed before the rules were made (grandfather clause)The code violation rules would only apply if the light fixture would have to be replaced and needed to meet the new code requirementsA representative of this department spoke to Mr [redacted] concerning the code and the safety hazardHe expressed his dissatisfaction due to the safety hazard would not be addressed by Glass ElectricHe was upset the light was not replaced and with the technician because he would not add the protective plastic tubes over the bulbs or locate a coverIt was explained to Mr [redacted] that this is a Limited Service Agreement and we could not possibly cover everything within the homeAs a gesture of goodwill and not an admission of liability, HBRWC has reimbursed MrStumps service feeHe accepted and said he may put it toward a new light fixtureHBRWC would again like to apologize for any inconvenience Mr [redacted] may have experienced We would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriously We look forward to serving his future warranty needsSincerely Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Warranty Corporation VI (“HWBVI”) is in receipt of the complaint submitted under case number [redacted] by [redacted] We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respond HBRWC regrets that after careful review, we have verified that [redacted] air conditioning claim is not eligible for coverage Our records indicate that on June 24, the independent service contractor King Star Heating & Air reported that the customer’s zone control system had four damper valves and had failed and caused them to remain closed at all times As a result of this, there was no airflow through the home and the blower motor weakened and failed as a result The zone control system and any of its components is specified as excluded from coverage in the Heating & Air Conditioning trade sections of the Agreement Has [redacted] complaint mentions, the blower motor was not eligible pursuant to section B-of the Agreement, since the failure of the blower motor was a consequential damage as a result of the zone system’s failures Since the non-eligible equipment (zone system) failure is the only reason why the blower motor failed, it is not eligible for coverage either We apologize that we are not able to be of further assistance At the same time, we do appreciate [redacted] bringing her concerns to our attention so we may review this matter further Sincerely, [redacted] Office of the President Home Buyers Warranty Corporation VI Tell us why here
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mrand Mrs [redacted] We have located Mrand Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 7, 2017, Mrand Mrs [redacted] reported online the furnace was blowing cold airOn January 9, 2017, the independent contractor reported the heat exchanger was crackedThe furnace information was sent to the parts inquiry departmentOn January 10, 2017, it was found the heat exchanger was no longer available and it was decided to replace the furnaceThere are $in out of pocket costs that the Agreement does not coverThey were explained to Mrand Mrs [redacted] They accepted the charges and the furnace was orderedOn January 11, [redacted] was contacted and it was relayed the furnaces was shipped on this morning and will arrive before the COBOn January 12, the furnace still had not arrived [redacted] was contacted, there new delivery date was January They were not sure why the furnace had not been delivered earlier [redacted] assumed the local supply house was overextended with deliveriesOn January 13, 2017, a call was placed to the contractor, the owner said he received a call from [redacted] and the furnace is to arrive todayHe has spoken to Mr [redacted] and has scheduled for install on Tuesday January The contractor has reported the installation of the furnace has been completed on January 17, We apologize for the frustration and inconvenience that Mrand Mrs [redacted] has experienced due to the delay of the furnace orderWe strive to provide fast and reliable service to all of our customersHowever this delay in the contractor obtaining the furnace was beyond our controlIf Mrand Mrs [redacted] would please reference their Agreement under the Terms and Conditions section B-9, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties." In addition, Mrand Mrs [redacted] is seeking compensation due to the delayThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only, and is not intended to provide for financial restitutionPer B-“We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage.” If Mror Mrs [redacted] would still like to discuss this matter, our claims management phone # is [redacted] We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement We value their business and we look forward to serving their future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable microwave claimThank you for the opportunity to review and respond On June 17, 2016, after this notice was received, it was found the buyout check was created but not processedA representative emailed [redacted] and explained the check will be forthcoming as well as his service fee refunded due to the independent contractor’s careless actions HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of his claimAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCA stern criteria of the independent contractors we use is to provide our customers with fast, reliable and professional serviceThis information was passed along to our contractor relations department to investigate and address the contractor We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties We again thank him for bringing these matters to our attention as we do take them very seriouslyWe value his business and look forward to servicing his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] and [redacted] ***We have located [redacted] and [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 25, 2016, [redacted] reported issues with both the upstairs and downstairs air conditionersThe independent contractor, [redacted] was dispatched to the homeThe only issue with the upstairs was the condensate drain line was clogged and lblow of refrigerantOn August 29, the contractor reported the blower motor has shorted out on the downstairs unitThe contractor was authorized for the laborThe blower motor information was sent to parts inquiry to locate the ECM motorThe motor was ordered on September On September 7, a representative was assigned to this caseShe called the supplier to find the motor was ready for pickupThe representative called and left a voice message on both phone lines with the ***’s apologizing for the delay and explaining the motor is ready for pickup up for the contractor, the contractor has been advised and once he has it in hand, he will schedule for installThere was further communication between Mrs [redacted] and HBRWC concerning the delayA second phone call was placed to the contractor reiterating that the motor is ready for pickup and installTemp cooling reimbursement was offered to the ***’s due to the temps in the areaThere was a scheduled appointment for install of the motor on September 13, but the contractor and Ms [redacted] had missed each otherMrs [redacted] has requested a complaint be filed against the contractorThe contractor has been sent to our contractor relations department to be addressedIt has been confirmed that the blower motor has been installed on September 14, by both the contractor and Mrs*** HBRWC apologizes to [redacted] and [redacted] for the experience they had concerning the delay in this claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersThe ***’s concerns enables us to make corrections and continue to improve our service Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Mrs [redacted] is correct, in the Agreement under Plumbing; “DOLLAR LIMITS PER SERVICE AGREEMENT: [redacted] Faucet repair and/or replacement - $per faucet.” The independent contractor billed out “online” his diagnostic fee of $per faucet, leaving a remaining balance of $per faucetMrs [redacted] took a buyout on each of the faucets and purchased her own faucetsThe contractor’s diagnostic time would go toward the $maximum2-HBW does not know if the contractor told Mrs [redacted] if they would install the faucet for the amount they billed out forA representative did contact Mrs [redacted] and was able to come to a settlement We apologize to Mrs [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Date: November 25, To: Revdex.com Denver/Boulder Re: [redacted] and [redacted] Case#XXXXXXXX Freon Split System The Office of the President at Home Buyers Warranty Corporation VI ("2-Home Buyers Warranty") has received Mrand Mrs***'s inquiryThank you for the opportunity to review and respond After careful review, we sincerely regret that we are unable to assist with the recent service request of reimbursement in the amount of $due to the following information Our records indicate the evaporator fan motor was replaced by an Out Of Network contractorUnfortunately, the request for service is not eligible for coverage pursuant to Section Aof the Agreement, "No claim forms are used, but we must pre-approve service by an authorized, independent service contractorIf an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service." Although 2-Home Buyers Warranty is unable to assist the homeowner with the full reimbursement, we understand there was communication from one of our employees that indicated we would reimburse what we would have paid an in-network service contractorTherefore, we will honor the communication and that cost of $ Enclosed for is a copy of the service agreement, which outlines our terms and agreement You may contact us with questions or concerns by calling XXX-XXX-XXXX Sincerely, [redacted] Home Buyers Warranty Corporation VI Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
The Office of the President at 2-Home Buyers Warranty of Virginia, Inc(HBWVA) is in receipt of the inquiry submitted under case number for [redacted] *** We have located Mr***’s Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respondWe apologize for any frustration or inconvenience that Mr [redacted] may have experienced Our records indicate that on December 11, the independent service contractor AAR Appliance was authorized to replace a failed sensor to the refrigerator The contractor reported that repairs were to be scheduled for December 15, HBWVA next heard of Mr [redacted] on December 21, when we were advised that the customer had replaced their refrigerator The replacement occurred without HBWVA’s prior notification, which is not eligible per section A-of Mr***’s AgreementHBWVA did offer $cash in lieu of repairs, as this was the amount that we had authorized for repairsThis offer was made pursuant to section A-2a of the Agreement when it states, “Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instanceSuch offers are typically made subject to restrictions.” As such HBWVA did offer Mr [redacted] the correct amount per the terms and conditions of his Agreement With this said, we empathize with Mr***’s situation and would like to increase this dollar offer By gesture of goodwill, and not by admission of liability, HBRWC would incrase the amount we are offering to $total, as this is the cost HBWVA would have paid to replace the refrigerator with a like-kind unitOn January 14, HBWVA left a voicemail with this information We request that Mr [redacted] contact our company at 866-505-to confirm the offer and so we may verify the name and address for the checkHBWVA would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriously We await his response regarding the increased buyout offer, and look forward to serving any future warranty needs that he may haveSincerely, [redacted] Office of the President 2-Home Buyers Warranty of Virginia, Inc
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on April 26, 2016, [redacted] reported his air conditioner was not blowing cold air Independent service contractor, Home Heating & Air Conditioning was dispatched to the home and on May 4, 2016, reported the system was one pound low on Freon and he found a leak at the schrader valveWe paid the contractor for that repair and the system was in working order when the technician left the home [redacted] ’s Agreement expired on May 11, and he did not renewOn page of the Agreement under What is the 2-HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-HBW fails again within the term of the Service AgreementService performed within the last days of the Service Agreement will be guaranteed for days.” We apologize if he is now experiencing more issues but the service agreement has expired and we cannot honor claims outside the agreement We would like to point out that [redacted] system is made by Carrier and manufactures Bryant productsThe serial number indicates this is a systemAll Carrier HVAC systems have a minimum year minimum manufacture warranty on equipmentHBRWC has never had a problem with Carrier honoring items under manufacturer warranty even when the customer is not the original ownerIn fact, most times they are not the original ownerHe may want to call Carrier directly with his model and serial # in handHe should also have the paperwork Sincerely, Office of the PresidentHome Buyers Resale Warranty CorporationT
Complaint: [redacted] I am rejecting this response because: This response still does not explain why the business was dishonest in both its sales practices and in the documentation that was sent to me in regards to the problemThe documentation from the heating and air contractor (previously provided) and the warranty company did not matchI am extremely frustrated that I received so many broken promises from the home warranty and they are only out to make money and that they do not appreciate there customersI received this warranty with my home to protect me from any problems that would arise in my first yearThis warranty has not protected me from anything and actually has caused more problems as I have had to go through so much dealing with the issueI feel that no offers have been done for any repairs or even a split cost of repairsIf the warranty is of no good to me, I demand that I am refunded all funds in regards to the warranty and that some additional for all of the wasted time spent and for he pain and suffering me and my family has had to go through dealing with this for almost months nowBecause of the lack of our ac system being fixed and this process taking so long we had to purchase a window unit (cost over $200) which in turn allowed a crook to break into our homeI have now been a victim to two crooksThe warranty company and the thief who broke in our homeI will never do business again with this warranty company and will tell everyone I know how dishonest and difficult they are to work withSince my involvement I have received word from one of my colleagues they have been dealing with similar issues with 2-and have been told the same that the issue was pre-existing and there home was purchased almost a year agoIf 2-does not attempt to offer better service than previously providedI may choose to contact the media and an attorney and pursue other actionsAt this point I am sorry that I every worked with 2-and they have already lost a customer for life Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that went into effect on July 18, and applicable claimsThank you for the opportunity to review and respond Our records indicate on July 19, 2016, [redacted] reported she noticed on July 1, 2016, that the refrigerator, dishwasher, microwave and gas cooktop are all having issuesMr [redacted] ’s Agreement is not a renewalHis last Agreement that he had with HBRWC expired in July 20, This is a year lapse in coverageThis Agreement went into effective July 18, The failures to all of the appliances were prior to the inception date of the Agreement and not eligible for coverage per the Terms & Conditions, in bold; A-“is in place and in good and safe working order with no pre-existing defects at the beginning of the service period;”A manager has left messages at the [redacted] residence with a direct contact to call him back to discuss this matter furtherMr [redacted] has not called him back Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Ms [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We disagree with Ms [redacted] 's statement that we refused to dispatch a contractor to service his water heaterHBRWC attempted to locate a contractor in her area to provide service, and contacted licensed companies in our attempt to facilitate this claimWe regret that none were available to offer serviceWhile HBRWC strives to minimize this situation, it does occur on occasionSection A-of Ms [redacted] 's Agreement advises that, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." On July 27, a licensed contractor found that the water heater itself was not leaking, but rather the leak was coming from the expansion tankMs [redacted] was mailed a check reimbursing her the full $cost that she paid for repairs We have also reviewed the air conditioning claim placed by Ms [redacted] On July 14, the independent service contractor Air Pro reported that the blower motor had failed and required replacementMs [redacted] 's system required an Original Equipment Manufacture (OEM) blower motor specific to her unitThe manufacturer advised HBRWC of the necessary replacement part and this was ordered We regret that upon receipt of the first blower motor, the contractor advised that it was the incorrect partWe apologize for this inconvenienceAt the same time, HBRWC ordered the part specified by the manufacturer and are not responsible for the delay caused when the manufacturer did not provide the correct informationSection B-of Ms [redacted] 's Agreement does state that, We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties." Upon receiving the correct part number, HBRWC ordered the part immediatelyWhile we attempted to have the part expedited, the blower motor was a factory orderUnfortunately, it is not possible to expedite or overnight factory ordered parts, as that is not an option this manufacturer offers The service contractor received the correct blower motor and completed repairs on August 5, HBRWC reimbursed Ms [redacted] $for the inconvenience that occurred as a gesture of goodwill, and not an admission of liability We would also note that the service contractor was correct in cashing Ms [redacted] 's service fee check prior to the completion of repairsThe Agreement states that this service fee is due when the contractor arrives at the homeThe service fee covers the contractors initial diagnostic visit, with HBRWC paying for the remaining repairs We would like to thank Ms [redacted] for bringing this to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: 2-has contacted me via phone this morning about missed appointment on last Saturday2-decided to reimburse me a full warranty amount Sincerely, [redacted]
Complaint: I am rejecting this response because: The business did not explain the reason why its employees, mainly [redacted] , informed me that they could retroactively apply the coverageI did not receive the upgrade requests before the January deadlineThe business also did not address the issue of me calling on 2-29-16, informing customer service there was an issue and I had not received the upgrade requests until the end of FebruaryAt that time I was informed that a supervisor would return my callObviously they did notThe supreme protection could've been added back in February, before my service requests, and thus repairs would be coveredFinally the business did not address the unprofessionalism of the female agent who told me I was not allowed to speak to a supervisor and that only 2-representatives can speak to the supervisorsShe also explained that it was my responsibility to follow up on my phone calls, regardless of what I was told by customer service agentsI agree with what the business responded but they did not address my key concernsThe out of pocket repairs are not the issue, the misinformation and bad business practices are the issueI will be seeking legal counsel if these issues are not addressed and resolved in an agreeable fashionThank you Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/18) */ July 18, Revdex.com Case # XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted] ***'s inquiryThank you for the opportunity to review and respond HBRWC sincerely apologizes to [redacted] for the trouble she has experienced with her service requestWe strive to provide fast and reliable service to all of our customers and anything less than that is unacceptableThis matter is being investigated internally Our records indicate that [redacted] has already reached out to the Office of the President and we were able to come to a resolution on July 9, This resolution included our initial buyout offer of $for HBRWC's cost to for repairs and an additional $reimbursement as goodwill gesture for a total of $ [redacted] accepted this amount and both checks were processed to her We thank [redacted] for bringing these matters our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs Sincerely, Office of the President Home Buyers Resale Corporation
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond On April 16, the federal government updated the National Appliance Energy Conservation Act (NAECA)Under these changes, gallon water heaters must be upgraded to heat pump style water heatersSuch water heaters are taller and require space of at least ft x ft to ensure correct air flowThey also require major modifications to the venting and ductwork, more insulation than standard gallon gas water heaters, and installation of a drain and/or condensate drain pump We regret that HBRWC does not offer coverage for upgrading the water heater to such a system pursuant to section B-which states, "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances." This is in conjunction with section B-which states, "We are not responsible for upgrades or matching color or brand." For this reason, HBRWC offers two options to a customer with a gallon water heaterThe first is to offer cash in lieu of repairs for the total that HBRWC would pay to replace with a like-kind gallon gas water heaterIf a customer prefers to have the water heater replaced, the alternative is that they may accept having a contractor install a smaller gallon water heater which does not have the same NAECA restrictions as that of the gallonWhile there are non-covered charges associated with replacing with a gallon water heater, they are substantially less than the costs associated with upgrading the unit to match the NAECA requirements We apologize if there is any confusion regarding changesWe would disagree with Mr [redacted] 's statement that HBRWC changed out policyThe Agreement that Mr [redacted] has does explain our coverage as it related to federal requirements, and the language of the Agreement was not altered in any waySection A-2b of Mr [redacted] 's Agreement explains that HBRWC may offer cash payment instead of repairs or replacement when, "Following a response to a covered breakdown, the system or appliance would remain non-compliant with laws, regulations or code requirements." The option of downgrading to a gallon is also offered as a gesture of goodwill since some customers have expressed a preference for this possibility Our records indicate that on September 2, Mr [redacted] accepted the $offered in lieu of repairsAs such, HBRWC has fulfilled the terms and conditions of the Agreement as stated above, and are not able to be of further assistance with the replacement of the water heaterWe appreciate Mr [redacted] bringing his concerns to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to know why the people from whom I purchased this plan from did not notify me about the changes affecting my insuranceThey know what equipment I have, and should have sent out information about the changesTo replace my water heater and pay for labor and materials cost totalI was told that I would be getting a refund on the deductible I paid, which I haven't yet received At this point I don't even know if I can purchase new appliances and have 2-cheat me out of paying for repairsAfter weeks of inaction on the part of 2-I was forced to take the buyout because I needed hotwater in my homeI could not get expedited service from the plumber because apparently not having hotwater is not an emeregency and regardless of the fact that I pay for insurance I would have had to pay for expedited service to have someone tell me what I already knew, my hot water heater is busted The woman from the office of the president is off her rocker becuase this happened in not 2014, and the initial call on the water heater going bad was made on September 6, How can anyone trust an organization that clearly doesn't keep correct records Final Consumer Response / [redacted] (4200, 11, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their statement is a typical corporate responseThey're demeaning to their customers by saying they can't educate customers about changes as if we are all i
sI asked to be notified of a change effecting my policy, not to be treated like an i
s I was told by customer service that I would receive a refund on my deductible as well, that hasn't happenedWas I just told that lie to get me off the phone? Even a simple Internet and Yelp search shows how many other people view 2-10, and that the service is dubious due to the fact that they determine repairs based on their bottom lineThey'll find any way to get out of paying for a repair I want what was promised to me by a supervisor at 2-10, a refund on my deductible and then I'll see if it is worth the hassle to maintain insurance with such people Final Business Response / [redacted] (4000, 13, 2015/11/05) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review and respond We apologize if Mr [redacted] was offended in any wayAt the same time, what HBRWC stated in our previous response is correctIt is not possible to update a customer on every change in code requirements that occurs on a federal and/or local level, and nowhere in Mr [redacted] 's Limited Home Service Agreement does it state that HBRWC will notify of changes Mr [redacted] 's service fee was reimbursed as part of the lump sum of $that was authorizedThe original amount that HBRWC offered to Mr [redacted] was $1255.28, but this amount increased after his $service fee was addedAs such, he will not receive a separate check for that amount as it has already been reimbursed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs [redacted] Thank you for the opportunity to review further We would refer Mrs [redacted] ’ to our previous response in which we indicated this not a plumbing issue and not eligible for coverageThere must be a leak or break in the line for the claim to be eligibleOur records show the reimbursement of the service fee of $was processed on October 13, If Mrs [redacted] has not received this check by nowWe ask she call the accounting department at ###-###-#### We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decisionHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on September 4, 2017, [redacted] reported water is dripping inside unit from top area onto the pilot light and it would not reigniteWe do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular trade in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThe guidelines for using a contractor out of our network were emailed to [redacted] Number and number pertain to this complaint Number of the guidelines state we will only reimburse the amount we would pay a contractor that is in our network; “2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement The cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.” This is also located in the Terms & Conditions; “A-2aIf we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);” Number of the guidelines state we will not pay for any repairs that are made without getting prior authorization The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made 2-Home Buyers Warranty will not pay for any repairs that are made without its authorization In addition, no prior approval is also listed in the Agreement in bold on page under Who pays what? “2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” Also under the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractorIf a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.” On September 7, 2017, [redacted] ’s contractor, [redacted] called in and reported the gallon water heater is leaking at the baseHis total cost to replace the water heater was $6,The technician did not have a cost breakdown to justify this extreme cost [redacted] was NOT authorized and approved to do the work as the cost was just too extremeThe claim was sent to our contractor relations department to locate a contractor that could rearrange their schedule and service this claimOn September 8, 2017, [redacted] decided to have [redacted] replace the water heaterContractor relations did locate a contractor and the representative called to advise [redacted] [redacted] advised the representative he had the water heater replacedThe invoice was requested from [redacted] for reviewThe invoice was received and reviewed by contractor relationsIt was decided since [redacted] did call in the diagnostics but was not approved to do the work, we would price out the reasonable amount we would have paid for the same work by the network contractor as stated aboveThe network contractor’s cost breakdown: $1,total ($water heater + $labor - $service fee) The representative failed to forward the invoice to accounting to have the check processed and has since been explained the proper procedureThe representative did call [redacted] to explainIt will take approximately to business days to receive the check We do apologize for any frustration, inconvenience and delay that [redacted] may have experienced during the claims handling process We value his business and we look forward to serving his future warranty needs Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Items under manufactures warranty are only eligible for coverage if the Supreme Protection option is purchasedThis option was not purchasedThis is referenced in the Agreement under Air Conditioning and Heat Pump under “Supreme Protection (Optional for Buyer Only): *Items under manufacturer’s warranty” In addition this is also listed in the Terms & Conditions; E-“We are not responsible for items still under the manufacturer’s warranty or improperly installed unless the Supreme Protection option is selected.” In [redacted] ’s desired settlement he is requesting his service fee of $refundedAs a goodwill gesture, this has been doneIt will take approximately to business days to receive the checkWe would be disappointed if [redacted] decided to cancel his AgreementIf he is still considering cancelling with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section I of his Agreement, which states: “If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the Agreement.” Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Ms***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 2, 2017, Ms [redacted] reported: “Ice Maker is not working, possible improper installA piece does not fit.” Ms [redacted] refused the first contractorsThe representative contacted the independent contractor [redacted] to service the claimThe technician reported the ice maker arm is hitting the back shelfThe [redacted] had little information on what work the technician did with the ice maker but thought the technician replaced itOn June 12, Ms [redacted] called to report her dissatisfaction with the [redacted] technician, the technician did not give her a receipt and the ice maker still does not workMs [redacted] did not want the same technician from [redacted] to come backA different independent contractor, [redacted] was dispatched and found the ice maker needed to be replaced and [redacted] was authorized to replace the icemakerMs [redacted] called into the office and advised us the refrigerator is leaking [redacted] was sent back out to the home and the service fee is waived regardless if this is a new failure We acknowledge her statements regarding the [redacted] technician [redacted] is a national company with an excellent reputationWe take these accusations seriously and can assure her that it is not acceptable for anyone to be rude [redacted] has been sent to our contractor relations department to address this issue as well as their vague diagnosticsA stern criteria of the independent contractors we utilize is to provide our customers fast, friendly, reliable, professional service We regret, we are unable to replace the refrigerator or offer $1,up front to replace the refrigerator as the only failure to the refrigerator is the ice makerWe do apologize that we could not be of further assistance in this regard Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] ***’s Limited Home Service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on January 4, 2016, Mr [redacted] reported his light fixture in the kitchen will not functionThe independent service contractor, Glass Electrical Services Incwas dispatched to the property to evaluate the claim furtherOn January 22, 2016, Glass Electric found the Ballast of the light fixture had shorted outHe was authorized to replace the Ballast in the light fixtureThe light is now working as it shouldWe acknowledge that Mr [redacted] would like to have the light fixture replaced, have a protective cover put over the fixture or put protective plastic tubes over the florescent bulbs since he feels this is a safety hazard and a code violationIf Mr [redacted] would please reference his Agreement under the Terms & Conditions; B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes) missing parts”This would not be a code issueThe light fixture at the time of installment would have been up to codeThis was a repair of that light fixture and not a replacementNew code violation rules do not apply for items that were installed before the rules were made (grandfather clause)The code violation rules would only apply if the light fixture would have to be replaced and needed to meet the new code requirementsA representative of this department spoke to Mr [redacted] concerning the code and the safety hazardHe expressed his dissatisfaction due to the safety hazard would not be addressed by Glass ElectricHe was upset the light was not replaced and with the technician because he would not add the protective plastic tubes over the bulbs or locate a coverIt was explained to Mr [redacted] that this is a Limited Service Agreement and we could not possibly cover everything within the homeAs a gesture of goodwill and not an admission of liability, HBRWC has reimbursed MrStumps service feeHe accepted and said he may put it toward a new light fixtureHBRWC would again like to apologize for any inconvenience Mr [redacted] may have experienced We would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriously We look forward to serving his future warranty needsSincerely Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Warranty Corporation VI (“HWBVI”) is in receipt of the complaint submitted under case number [redacted] by [redacted] We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respond HBRWC regrets that after careful review, we have verified that [redacted] air conditioning claim is not eligible for coverage Our records indicate that on June 24, the independent service contractor King Star Heating & Air reported that the customer’s zone control system had four damper valves and had failed and caused them to remain closed at all times As a result of this, there was no airflow through the home and the blower motor weakened and failed as a result The zone control system and any of its components is specified as excluded from coverage in the Heating & Air Conditioning trade sections of the Agreement Has [redacted] complaint mentions, the blower motor was not eligible pursuant to section B-of the Agreement, since the failure of the blower motor was a consequential damage as a result of the zone system’s failures Since the non-eligible equipment (zone system) failure is the only reason why the blower motor failed, it is not eligible for coverage either We apologize that we are not able to be of further assistance At the same time, we do appreciate [redacted] bringing her concerns to our attention so we may review this matter further Sincerely, [redacted] Office of the President Home Buyers Warranty Corporation VI Tell us why here
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mrand Mrs [redacted] We have located Mrand Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 7, 2017, Mrand Mrs [redacted] reported online the furnace was blowing cold airOn January 9, 2017, the independent contractor reported the heat exchanger was crackedThe furnace information was sent to the parts inquiry departmentOn January 10, 2017, it was found the heat exchanger was no longer available and it was decided to replace the furnaceThere are $in out of pocket costs that the Agreement does not coverThey were explained to Mrand Mrs [redacted] They accepted the charges and the furnace was orderedOn January 11, [redacted] was contacted and it was relayed the furnaces was shipped on this morning and will arrive before the COBOn January 12, the furnace still had not arrived [redacted] was contacted, there new delivery date was January They were not sure why the furnace had not been delivered earlier [redacted] assumed the local supply house was overextended with deliveriesOn January 13, 2017, a call was placed to the contractor, the owner said he received a call from [redacted] and the furnace is to arrive todayHe has spoken to Mr [redacted] and has scheduled for install on Tuesday January The contractor has reported the installation of the furnace has been completed on January 17, We apologize for the frustration and inconvenience that Mrand Mrs [redacted] has experienced due to the delay of the furnace orderWe strive to provide fast and reliable service to all of our customersHowever this delay in the contractor obtaining the furnace was beyond our controlIf Mrand Mrs [redacted] would please reference their Agreement under the Terms and Conditions section B-9, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties." In addition, Mrand Mrs [redacted] is seeking compensation due to the delayThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only, and is not intended to provide for financial restitutionPer B-“We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage.” If Mror Mrs [redacted] would still like to discuss this matter, our claims management phone # is [redacted] We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement We value their business and we look forward to serving their future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable microwave claimThank you for the opportunity to review and respond On June 17, 2016, after this notice was received, it was found the buyout check was created but not processedA representative emailed [redacted] and explained the check will be forthcoming as well as his service fee refunded due to the independent contractor’s careless actions HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of his claimAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCA stern criteria of the independent contractors we use is to provide our customers with fast, reliable and professional serviceThis information was passed along to our contractor relations department to investigate and address the contractor We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties We again thank him for bringing these matters to our attention as we do take them very seriouslyWe value his business and look forward to servicing his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] and [redacted] ***We have located [redacted] and [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 25, 2016, [redacted] reported issues with both the upstairs and downstairs air conditionersThe independent contractor, [redacted] was dispatched to the homeThe only issue with the upstairs was the condensate drain line was clogged and lblow of refrigerantOn August 29, the contractor reported the blower motor has shorted out on the downstairs unitThe contractor was authorized for the laborThe blower motor information was sent to parts inquiry to locate the ECM motorThe motor was ordered on September On September 7, a representative was assigned to this caseShe called the supplier to find the motor was ready for pickupThe representative called and left a voice message on both phone lines with the ***’s apologizing for the delay and explaining the motor is ready for pickup up for the contractor, the contractor has been advised and once he has it in hand, he will schedule for installThere was further communication between Mrs [redacted] and HBRWC concerning the delayA second phone call was placed to the contractor reiterating that the motor is ready for pickup and installTemp cooling reimbursement was offered to the ***’s due to the temps in the areaThere was a scheduled appointment for install of the motor on September 13, but the contractor and Ms [redacted] had missed each otherMrs [redacted] has requested a complaint be filed against the contractorThe contractor has been sent to our contractor relations department to be addressedIt has been confirmed that the blower motor has been installed on September 14, by both the contractor and Mrs*** HBRWC apologizes to [redacted] and [redacted] for the experience they had concerning the delay in this claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersThe ***’s concerns enables us to make corrections and continue to improve our service Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Mrs [redacted] is correct, in the Agreement under Plumbing; “DOLLAR LIMITS PER SERVICE AGREEMENT: [redacted] Faucet repair and/or replacement - $per faucet.” The independent contractor billed out “online” his diagnostic fee of $per faucet, leaving a remaining balance of $per faucetMrs [redacted] took a buyout on each of the faucets and purchased her own faucetsThe contractor’s diagnostic time would go toward the $maximum2-HBW does not know if the contractor told Mrs [redacted] if they would install the faucet for the amount they billed out forA representative did contact Mrs [redacted] and was able to come to a settlement We apologize to Mrs [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Date: November 25, To: Revdex.com Denver/Boulder Re: [redacted] and [redacted] Case#XXXXXXXX Freon Split System The Office of the President at Home Buyers Warranty Corporation VI ("2-Home Buyers Warranty") has received Mrand Mrs***'s inquiryThank you for the opportunity to review and respond After careful review, we sincerely regret that we are unable to assist with the recent service request of reimbursement in the amount of $due to the following information Our records indicate the evaporator fan motor was replaced by an Out Of Network contractorUnfortunately, the request for service is not eligible for coverage pursuant to Section Aof the Agreement, "No claim forms are used, but we must pre-approve service by an authorized, independent service contractorIf an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service." Although 2-Home Buyers Warranty is unable to assist the homeowner with the full reimbursement, we understand there was communication from one of our employees that indicated we would reimburse what we would have paid an in-network service contractorTherefore, we will honor the communication and that cost of $ Enclosed for is a copy of the service agreement, which outlines our terms and agreement You may contact us with questions or concerns by calling XXX-XXX-XXXX Sincerely, [redacted] Home Buyers Warranty Corporation VI Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
The Office of the President at 2-Home Buyers Warranty of Virginia, Inc(HBWVA) is in receipt of the inquiry submitted under case number for [redacted] *** We have located Mr***’s Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respondWe apologize for any frustration or inconvenience that Mr [redacted] may have experienced Our records indicate that on December 11, the independent service contractor AAR Appliance was authorized to replace a failed sensor to the refrigerator The contractor reported that repairs were to be scheduled for December 15, HBWVA next heard of Mr [redacted] on December 21, when we were advised that the customer had replaced their refrigerator The replacement occurred without HBWVA’s prior notification, which is not eligible per section A-of Mr***’s AgreementHBWVA did offer $cash in lieu of repairs, as this was the amount that we had authorized for repairsThis offer was made pursuant to section A-2a of the Agreement when it states, “Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instanceSuch offers are typically made subject to restrictions.” As such HBWVA did offer Mr [redacted] the correct amount per the terms and conditions of his Agreement With this said, we empathize with Mr***’s situation and would like to increase this dollar offer By gesture of goodwill, and not by admission of liability, HBRWC would incrase the amount we are offering to $total, as this is the cost HBWVA would have paid to replace the refrigerator with a like-kind unitOn January 14, HBWVA left a voicemail with this information We request that Mr [redacted] contact our company at 866-505-to confirm the offer and so we may verify the name and address for the checkHBWVA would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriously We await his response regarding the increased buyout offer, and look forward to serving any future warranty needs that he may haveSincerely, [redacted] Office of the President 2-Home Buyers Warranty of Virginia, Inc