The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further We would refer [redacted] to our previous response in which Beverage coolers are not eligible for coverage and [redacted] understood thisThe Agreement between [redacted] and [redacted] to repair the beverage cooler is an agreement between the two of themThis is not a warranty claim where 2-HBW would be involvedAgain, the contractors that are utilized by 2-HBW are all independent contractors and 2-HBW has no right of control over their actions A representative of this department placed a courtesy call to [redacted] at [redacted] and spoke to ***The customers concerns were explained to herShe assured 2-HBW that she will make contact with [redacted] for repairs to be completed We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decision Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case by [redacted] We have located [redacted] ’s Limited Home Service Agreement (“Agreement”) which became effective December 3, along with the applicable pool 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 December 8, 2015, days after the effective date of the Agreement, [redacted] reported his pool will not turn onThe independent service contractor, Aqua-Brite of FL was dispatched to the property to evaluate the claim furtherOn December 14, 2015, Aqua-Brite of FL reported the booster pump motor is overheating and stopping and the timer has shorted outThe only way to turn off the equipment is from the panelThe technician recommends replacement of bothThe pool claim was reviewed and determined that due to the multiple failures; the booster pump overheating, (a sign of extreme wear) and the timer shorted, could not have occurred within the Agreement periodMr [redacted] was informed his claim was not eligible for coverage pursuant to the Terms & Conditions “are in place and in good and safe working order at the beginning of the service periodCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated.” Mr [redacted] disagreed and sent in a partial home inspectionThe home inspection did not provide enough documentation to allow HBW VI to overturn the denial It shows the pumps for circulation of water were inspected and the inspector recommended to repair or replaceThe pumps for vacuum or cleaning were inspected and recommend to repair or replace, not working as intendedMr [redacted] has noted on these pages that the issue for the pumps for circulation of water “issue resolved by having the pressure gauge replaced.” On the Pumps for vacuum or cleaning, he has noted “not specific to pool cleaner and this part was repaired.” A representative of this department has called Mr [redacted] to discuss this matter furtherA voice mail was received and a direct line for contact and email was given in the messageIf indeed he can show us that the booster pump was repaired or replaced or he has other information that would assist in overturning the denialWe would be happy to reconsider our decisionSincerely, Office of the President Home Buyers Warranty Corporation VI
Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ The Office of the President at Home Buyers Warranty Corporation VI ("HBWVI") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] ***Thank you for the opportunity to review and respond In his complaint, Mr*** states that he paid the independent service contractor Aqua-Brite an additional amount of money to upgrade his existing pool pump, but that the pool pump which was installed was overpriced and not an upgradeWe regret that this HBWVI is not able to offer coverage or assistance for any work performed outside of our Agreement and its coverage, since such matters are between the customer and the contractorBy his own admission, Mr [redacted] elected to pay Aqua-Brite for items outside of what his Limited Home Service Agreement ("Agreement") offers coverage for While HBWVI utilizes Aqua-Brite for service, they are an independent companyHBWVI paid Aqua-Brite the cost towards eligible repairsAny work that was approved and signed for by Mr [redacted] was done directly through the contractorHBWVI was not included in this agreement, nor were we updated of the intentions of Mr [redacted] and Aqua-Brite until after the installation was completed With this said, if Mr [redacted] is having difficulty with the existing pool pump, HBWVI is able to place a recall claimMr***'s Agreement offers coverage for the pool pump and we would honor that coverage up to his $1,claim limitationMr [redacted] has three options available to himHBWVI can re-dispatch Aqua-Brite to assist the customer with resolving the dispute regarding the pool pump already installedOtherwise, HBWVI can dispatch a different contractor within our network of preferred service vendorsWith this second option, HBWVI would only offer coverage to replace the pool pump with a pool pump that matches the existing units featuresThe third alternative would be for Mr [redacted] to submit a quote from one of the contractors he obtained, emailing to [redacted] @2-10.comHBWVI would review the quote and offer a check for the cost of eligible repairs which Ms [redacted] may then put towards any necessary repairs with the service vendor of his choice In conclusion, while HBWVI is not able to assist with the dispute regarding the equipment installed by Aqua-Brite, we are able to offer coverage to any current failures with the pool pump that is currently in place at the propertyIf Mr [redacted] has a disagreement with work that he paid for outside of HBWVI, he will need to address that Aqua-BriteOtherwise, HBWVI has provided options so Mr [redacted] may utilize other contractorsWe would like to thank Mr [redacted] for bringing his concerns to our attention, and we look forward to serving his future warranty needs Sincerely, [redacted] Office of the President Home Buyers Warranty Corporation VI
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ The Office of the President at [redacted] Home Buyers Warranty of Virginia, Inc("***") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located the claim which is for the property XXXX XXnd Street East in Arlington, as well as Ms [redacted] Limited Home Service Agreement ("Agreement")Thank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Ms [redacted] and her tenants may have experienced during the claims handling process [redacted] strives to provide fast, reliable service and anything less is unacceptableWe will have this matter investigated further internally Our records indicate that Ms [redacted] submitted two receipts for temporary cooling units, coming to $totalTo date, Ms [redacted] has been reimbursed $of those costs, as well as the $service fee that she paid to the service contractorDue to the delay that occurred, we do agree to reimburse the remaining balance of $to Ms [redacted] We will not be reimbursing the non-covered charges that Ms [redacted] paid to the service contractor for the repairsDisposal of refrigerant and equipment and modifications due to different dimensions are not eligible for coverage pursuant to sections E-and E-of the Agreement, respectively We regret that [redacted] has not been able to determine why the initial parts that were ordered on [redacted] 19th did not arrive at their expected date [redacted] received confirmation of the order and its shipping from the manufacturerSimilarly, we did not receive any notifications of further delays or trouble that that orderOnce Ms [redacted] brought this to our attention, a new order was madeIt was not possible for our customer service representatives to explain this to Ms [redacted] , since it is still unknown what occurred with the manufacturer that led to this delayWe would note that section E-of Ms [redacted] Agreement states, "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." We further regret that it was not possible to expedite the shipping of the equipment order without risking damage to the equipmentIt is for this reason that [redacted] does not expedite part orders on HVAC partsWe apologize for any inconvenience that this may have caused The second equipment ordered was received by the contractor, and repairs were completed on the 6th of JuneWe again apologize for any inconvenience that Ms [redacted] may have experienced Sincerely, [redacted] Office of the President [redacted] Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response and the apologyI found this whole experience to be very frustratingI am pleased that they have agreed to reimburse me for the cooling unit costs but, contrary to their representation, I have not received the initial payment of $towards this- despite being told the check had been ordered three weeks ago by customer care representative [redacted] I did receive the check for $I called yesterday to inquire about the status of the $payment and was told that the check had not yet been processed and that they would rectify that errorUntil that error has been rectified and I receive the full amount to reimburse me for the air conditioning units that I was forced to buy, I will not be able to say that I accept the response from the business Final Business Response / [redacted] (4000, 9, 2015/07/11) */ The Office of the President at [redacted] Home Buyers Warranty of [redacted] , Incis in receipt of the rebuttal submitted by [redacted] We apologize for the error that occurred regarding the reimbursement of the $that was offered in our previous responseOur records indicate that the check was mailed on June 25, 2015, and that [redacted] should have received it by the time of this responseIf that is not correct, we request that the customer contact us immediately by calling XXX-XXX-XXXX or emailing [redacted] @***.com Sincerely, [redacted] Office of the President [redacted] 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 claimThank you for the opportunity to review and respond Our records indicate on July 19, 2016, [redacted] reported on line his air conditioner is leaking water Independent service contractor, [redacted] was dispatched to the home and reported the drain pan is too large for the return and causing water to come out and causing water damageThe technician recommends a new drain panTo replace the drain pan due it being too large is improper and not eligible for coverageMr [redacted] said he would pay for the drain panOn July 26, 2016, Mr [redacted] called in requested a different contractor because he does not trust the contractor’s diagnosisIndependent contractor [redacted] was dispatched and reported the drain pan is cracked and missing a pieceThe contractor was authorized to replace the drain panIt was found the drain pan is on backorder for three weeksA call was recently placed to [redacted] and there was no ETAAt this time, we have authorized the contractor to supply the drain pan as there supplier can get it within a weekA call was placed to Mr [redacted] as to the status [redacted] has been sent to our contractor relations department to be addressed due to Mr [redacted] dissatisfaction and the fact they should have recognized a crack drain pan Concerning the water damage, If [redacted] would please reference her agreement under the Terms & Conditions “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage” In addition E-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, including water damage,” Water damage is not eligible for coverageWe do suggest Mr [redacted] check with their Home Insurance HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving 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] 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 10, 2016, [redacted] reported the furnace is not heatingIndependent contractor, [redacted] had reported the furnace has rust and corrosion and multiple cracks in the heat exchanger due to lack of insulation on the duct work causing condensation build up to cause these issues [redacted] had her own contractors out as a second opinion [redacted] was way off on their diagnostics and missed a simple disconnected wireWe are reimbursing [redacted] as what she has requested in her desired settlementThe contractor has been passed to our contractor relations department to investigate and address the contractor HBRWC would like to apologize for any inconvenience and unnecessary worry [redacted] put [redacted] through We value her business and we look forward to serving her future warranty needs 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 rebuttal submitted by Mr*** Thank you for the opportunity to review further As discussed in our previous response, the independent contractor reported the fixtures were broken sometime prior to the November 29, effective date of the agreement and they were not broken due to wear and tearMr [redacted] was explained that he can get his own contractor if he disagrees with our contractor’s diagnosticsIn summary, the guidelines for using a contractor out of our network are as follows The contractor must be licensed and insured The contractor must call in with a diagnosis for approval before starting repairs If approved, 2-HBW has the right to only approve the cost for the repair based on our price guides 2-HBW reserves the right to an additional opinion Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: The information provided by 2-is false There were occasions where repaired was schedule for the refrigerator Each repair was canceled by the company These are companies hired by 2- They are welcome to reach out to these companies and gather information as to why The main issue in this case is 2-10's lack of customer service, and qualified educated employees on their end Several calls were made by myself to 2-where I was in contact with an employee who was not trained to handle the issue, or was not knowledgeable regarding my situation Several months went by without quality communication on their end This is not my fault I had a policy with this company to cover my appliances The only appliance connected to the failed outlet was the refrigerator Meaning more than likely a surge came from the refrigerator, causing the outlet to failThis may have been proved if the repairs were not canceled 2-needs to honor the warranty they sold me They also need to understand that lack of communication whether it be unreturned phone calls, of unanswered emails does not make a situation go away, or justifiable on their end This company sells warranties to new homeowners, but does not want to held accountable when the policy holder issues a claim This is beyond unacceptable, and should not be tolerated by the Revdex.com Sincerely, [redacted]
Initial Business Response / [redacted] */ The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] ***We have located Mr***' Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that on June 1, the independent contractor Residential Systems replaced Mr [redacted] air conditioning system with new R410A equipmentHBRWC sincerely apologized for any delays that Mr [redacted] may have experienced and the inconvenience that was caused as a result Initially, HBRWC elected to repair MrBatt's air conditioning system pursuant to section B-of his Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." These repairs did not hold On May 11, Mr [redacted] requested a different service provider be dispatched to the home, due to dissatisfaction with the company Blue Ridge Heating and Air ConditioningHBRWC agreed to this requestHowever, we regret that there was a further delay while HBRWC located an alternate contractorWe would note that section B-of Mr [redacted] Agreement does state, "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." A second service contractor was dispatched, however, HBRWC was not able to resolve a discrepancy with that companyFinally, Residential Systems was dispatched to the home on May 12, for service the following dayEquipment was ordered and the system was replaced per Mr [redacted] desired resolution We again apologize for the delays that Mr [redacted] experiencedAs the repairs have been completed at this time, we respectfully request this matter be considered closedWe do thank Mr [redacted] for bringing this to our attentionHBRWC strives to provide fast, reliable service and we agree that anything less is unacceptableHBRWC will have this matter reviewed further internally to prevent such delays from occurring in the future Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] */ (The consumer indicated he/she ACCEPTED the response from the business.) To be transparent, Blue Ridge Heating and Air Conditioning refused to return as they refuse to work any further with 2-Homebuyers WarrantyThey told us they would gladly return to our home to make the necessary repairs, but not if it is warranty related with 2- With regards to Section B-9's statement of labor difficulties "beyond our control", it's obvious that of a contractor refuses to work with their company then there is a deeper issue that needs to be resolvedThat being said, why we, the customer, were literally having to listen to representatives from both sides complain about each other was beyond me and in my opinion, extremely unprofessional As to the repairs finally being made, the company that came in Residential Systems did an outstanding job, and we've already selected them for any future service, maintenance, and the like of our systemI would urge 2-to continue to work with them As for the amount of time taken, it was absolutely unnecessaryI could understand if we lived in a desolate area where tradesman and parts were hard to come by, but let's be realistic All in all I'm satisfied with the fact that the system has been replaced, but it shouldn't have come to a complaint to the Revdex.com to finally get the ball rolling weeks laterI thank the Revdex.com for their assistance, and I'm glad that myself and the Warranty company can part ways somewhat amicably Respectfully, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ July 19, [redacted] # XXXXXXXX The Office of the President at [redacted] ("***") has received [redacted] 's inquiryThank you for the opportunity to review and respond Our records indicate that on June 24, a service request for your air conditioner was initiatedOur internal dispatch system selects the best available contractor to service your claim and we apologize that they were unable to service within hours as the temperatures in your area caused all of the independent service contractors to be bookedYour Limited Home Service Agreement ("Agreement") specifies under section A-of the Terms and Conditions, "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 serviceYour service contractor must be licensed and insured." Although work was performed without prior approval, [redacted] had honored your reimbursement request after receiving the invoice from your out-of-network service contractor [redacted] has processed $less the $service fee; therefore, you will be receiving $reimbursement check within 7-days Our records also show that the Agreement was cancelled per [redacted] 's request on June 29, We are sorry to see you goWe thank [redacted] for bringing these matters to our attention as we do take them very seriously Sincerely, Office of the President [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After finally being able to contact the appropriate party, the issue was quickly and professionally resolvedI appreciate their prompt response to my complaint
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 October 11, 2017, [redacted] reported his water heater is leaking from the top and he has no hot waterThe independent contractor, [redacted] was dispatched to the property and reported the tank ruptured and leaking water everywhere [redacted] was authorized to replace the water heater and the water heater was orderedThe water heater was ready for the contractor to pick up on October 13, Anytime reported online “Called the supplierSupplier has to transfer item from another location and will arrive in on their truck sometime in the afternoon on Monday 10/16/Will be scheduling customer for a time on Tuesday morning 10/17/17” We do empathize how frustrating it can be without hot water and hope [redacted] understands that there are some things that are out of our controlWe have no control over the supplier when they change the ETA because they were out of stockThis is explained in the Agreement in the Terms & Conditions B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” 2-HBW apologizes in advance to [redacted] for any experience he may have had concerning rude behavior by our employeeWe take these accusations seriously and can assure him that this matter will be investigated internallyWe thank him for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service [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 air conditioner claimThank you for the opportunity to review and respond Our records indicate on May 25, 2016, [redacted] reported her air conditioner is not coolingThere were other contractors out to the home, the first contractor, there was a scheduling conflictThe second contractor diagnosed the evap coil leaking and low on FreonThis contactor declined the work because he does not work on Mortex mobile home air handlers A third independent contractor, Bay Mechanical was dispatched to the home and found both the Mortex coil and the outdoor condensing coil have leaks, the system was void of Freon and the wires were friedIt was decided to move forward with full system replacementThe contractor was authorized the labor to install HBRWC supplied equipmentHBRWC ordered the equipmentBay Mechanical received the equipment but neglected to tell us that the air handler was for a mobile homeTherefore the wrong air handler was orderedWe asked the contractor his cost for the air handlerWe found his cost to be excessive, so the air handler information was sent to our parts inquiry department to locate the correct mobile home air handlerParts inquiry was not able to locate the air handler that the contractor requested and HBRWC authorized the contractor to supply it A representative called [redacted] and offered $to put toward temporary cooling such as a mobile room unit or window unitShe was instructed to send a copy of the invoice to [redacted] Bay Mechanical reported the work has been completed HBRWC apologizes to [redacted] for the negative experience she had due to the delay of the air handlerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service 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 claimThank you for the opportunity to review and respond Our records indicate on April 18, 2017, [redacted] reported his Sub-Zero is not freezingThe independent contractor, [redacted] (“***”) was dispatched and reported the defrost board shorted and the board was ordered with an eta for May 11, On the morning of May 16, 2017, a representative called [redacted] for the status [redacted] advised the board just came in and he will schedule an appointment with [redacted] ***Later that evening [redacted] called in and was upset as [redacted] missed the appointment and has not returned his callsThe representative sent [redacted] to our contractor relations department to see what is going onOn May 18, 2017, [redacted] contacted HBRWC as [redacted] was still being non responsiveThe representative decided to dispatch another independent contractor, [redacted] ***Sending a different contractor does start the process all over again as every contractor will not go off another contractor’s findingsWhen our contractor relations received the complaint against ***The contractor relations representative was able to put the claim back on track [redacted] has reported that the part is installed and the refrigerator is operating correctly A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service [redacted] unprofessional behavior has been addressedWe hope [redacted] understands that there are some things that are out of our controlPer the Agreement under the Terms & Conditions B-“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.” This was certainly a labor issue with the independent contractor We do empathize how frustrating it can be with a malfunctioning refrigeratorHBRWC apologizes for this inconveniencesWe value [redacted] ***’s business and we look forward to serving his future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ The Office of the President at [redacted] is in receipt of the inquiry submitted by [redacted] We regret that we do not have a Service Agreement for the property address of [redacted] Additionally, we regret that we do not have any records of a customer named [redacted] In order to provide further assistance, we request that [redacted] provide a property address or contract number so we may review further Sincerely, [redacted] Office of the President [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 16, 2016, Mr [redacted] reported the water heater is leaking from the bottomOn November 28, 2016, it was bought to our attention that the contractor that was dispatched did not respondA representative was assigned to this claimShe waived Mr [redacted] She was able to locate another contractor to service and they have been authorized to replace the water heater The water heaters manufactured now are more energy efficient than the ones manufactured a year ago due to more insulationEquipment is normally not upgraded unless the equipment is no longer manufacturedPer the Agreement B-“When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency we are not responsible or liable to upgrade equipment, components or parts ” HBRWC apologizes to Mr [redacted] for the experience he has had concerning the delay to his claimThe contractor has been sent to our contractor relations department to addressWe value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at 2-Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] Limited Home service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on October 20, 2015, [redacted] reported his Refrigerator was leaking waterThe independent service contractor American Appliance was dispatched to the property to evaluate the claim further On October 25, American Appliance reported the water valve and water line to the water dispenser were leakingAmerican Appliance was authorized to complete repairs and the parts were orderedOn November 22, 2015, correspondence was received by [redacted] because the contractor's repair did not hold and the water dispenser is now causing property damageMr [redacted] did not want American Appliance recalled back to his home due to their lack of knowledge 2-HBW responded by email the following summarized: "2-HBW apologizes for the inconvenience this is causing youWhat we are able to do is assign a new service provider to the claim however it does start the claim overRegarding the existing water damage, 2-HBW states in the terms and conditions of the agreement, B-We are not liable for consequential damages and is not eligible for coverageHowever, you stated that the water damage was a result of American Appliance negligenceWhat we are able to do, is provide you with their insurance information so you can file a claim for the water damageWe do request that you send in photos of the property damage for our review first." On November 24, 2015, Mr [redacted] called in stating that he does not want to deal with American ApplianceIt was explained to him that the contractor is liable and they need to warranty their workOn December 1, 2015, Mr [redacted] called back still refusing to use American ApplianceTherefore, Independent service contractor Fixx My Appliance was dispatched the same day Fixx My Appliance noted the claim December 1, that they called to schedule an appointment with Mr [redacted] and they left a messageMr [redacted] called December 5, stating that Fixx My Appliance has not made contact with himAt this time due to the prior property damage issue from the leaking water dispenser line, 2-HBW offered Mr [redacted] to obtain an out of network service contactorOn December 5, 2015, Independent service contractor, Alpha & Omega Appliance Service found the water supply line to refrigerator leaking and they replaced the line We acknowledge his statements regarding American Appliance2-HBW strives to have all of the service providers we contract with, have a very good standing with the Revdex.com and they must be licensed and insuredA stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptableWe will have Mr [redacted] concerns reviewed and addressed internally due to the dissatisfaction that he reported An HBW representative has contacted MrWoodThe repair on the water dispenser is leaking again2-HBW sent a recall dispatch to Alpha & Omega ApplianceA recall dispatch was also sent for Mr [redacted] GFI claimMr [redacted] has been given a direct contact to a 2-HBW representative until the claims are resolvedMr [redacted] recently renewed his agreement but would like to cancel his Agreement with 2-HBWHe was given instructions on canceling 2-HBW would again like to apologize for any inconvenience [redacted] may have experiencedWe would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously 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 inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond We openly apologize for the delay in processing the checkOur records indicate the representative that took Mr [redacted] information for payment failed to complete the processThe check had since been processed and Mr [redacted] should now have itIf for some reason he still does not have it, we ask he call our accounting department at ###-###-#### 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 claimThank you for the opportunity to review and respond Our records indicate on August 29, 2016, [redacted] reported a crack over the larger burner on the right and another crack starting in the middle of the cook topIndependent contractor [redacted] was dispatched and reported the glass cooktop is fractured and the glass needs to be replacedPictures were requested of the glass cooktopOur appliance expert reviewed the picture“He found the chip on the right hand edge of the glass happened because something impacted it with enough force to cause this chipThe edge of these glass cook tops are the hardest portions of the glass top, they do not chip out because a crack has reached the edge of the glass topThe crack emanated from the chipThe claim was denied per the Terms & Conditions of the Agreement 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): misuse or abuse,” We regret that we cannot be of further assistance in this regardHBRWC would like to apologize for any inconvenience Mr [redacted] may have experienced We value his business and we look forward to serving 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] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimsThank you for the opportunity to review and respond Our records indicate on May 27, 2016, it was reported online that the air conditioner is not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported he located and repaired a leak on the discharge suction service valve and added lbsof R-refrigerantThe contractor was approved and he completed the work on June 2, Mrs [redacted] states she was charged $for the Freon by the contractorHBRWC also paid the contractor for the FreonOn July 19, 2016, a representative has requested she fax a copy of the paid receipt to ###-###-#### for review and possible reimbursementAs of today this has not been receivedWe request she refax it and reference her work order [redacted] HBWRC will not authorize to add Freon to a known leaking system unless it is to do leak tests or when repairs are doneThe contractor charging Mrs [redacted] for the Freon was without our knowledge and this has been passed along to our contractor relations department to investigate and address the contractorMrs [redacted] has put in another request for this system for serviceA different independent contractor [redacted] has been dispatched to evaluate this Air Conditioner further The second air conditioner claim was set up on May 28, as not blowing through the ventsIndependent contractor [redacted] was dispatched and found the compressor shorted outThe contractor was authorized to repair the compressor and the compressor was ordered and installedA recall visit was set up for [redacted] and they found the condensing fan motor and capacitor had shorted outThe contractor was authorized to replace the partsMrs [redacted] was still having issues and [redacted] found the new compressor had locked up the new capacitor had shortedThe technician recommended replacing the compressor againDue to this contractors multiple visits and not being able to repair the air conditionerHBRWC dispatch independent contractor [redacted] as a second opinion [redacted] reported numerous leaks in both coils and the compressor shortedHBRWC moved forward with replacing the entire air conditionerThe contractor was authorized and the equipment ordered HBRWC apologizes to Mrs [redacted] for the negative experiences she has had concerning our customer service department and the delay to her claimsWe do take these matters seriouslyWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer 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 ("HBRWC") is in receipt of the rebuttal submitted by [redacted] *** Thank you for the opportunity to review further Our notes indicate on October 26, a call was placed to the contractor and confirmed the repairs have been completed and the system is up and running [redacted] has paid the contractor in fullIf after the repairs were completed and she is still having issues, we ask she call in and we will arrange for the contractor to go back to the homeIf she has not already, we would ask her to send the invoice to [redacted] and reference authorization code [redacted] and she will be reimbursed less her service feeIt will take approximately business days after the check is processed to receive it HBRWC would like to apologize for any inconvenience [redacted] may have experiencedThe representative should have called her backWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersIf she would still like to cancel her Agreement, we request she send a written request to [redacted] The Agreement would be cancelled as stated in the Terms & Conditions, section H-“If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement less any repair costs incurred by us 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 ("2-HBW") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further We would refer [redacted] to our previous response in which Beverage coolers are not eligible for coverage and [redacted] understood thisThe Agreement between [redacted] and [redacted] to repair the beverage cooler is an agreement between the two of themThis is not a warranty claim where 2-HBW would be involvedAgain, the contractors that are utilized by 2-HBW are all independent contractors and 2-HBW has no right of control over their actions A representative of this department placed a courtesy call to [redacted] at [redacted] and spoke to ***The customers concerns were explained to herShe assured 2-HBW that she will make contact with [redacted] for repairs to be completed We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decision Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case by [redacted] We have located [redacted] ’s Limited Home Service Agreement (“Agreement”) which became effective December 3, along with the applicable pool 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 December 8, 2015, days after the effective date of the Agreement, [redacted] reported his pool will not turn onThe independent service contractor, Aqua-Brite of FL was dispatched to the property to evaluate the claim furtherOn December 14, 2015, Aqua-Brite of FL reported the booster pump motor is overheating and stopping and the timer has shorted outThe only way to turn off the equipment is from the panelThe technician recommends replacement of bothThe pool claim was reviewed and determined that due to the multiple failures; the booster pump overheating, (a sign of extreme wear) and the timer shorted, could not have occurred within the Agreement periodMr [redacted] was informed his claim was not eligible for coverage pursuant to the Terms & Conditions “are in place and in good and safe working order at the beginning of the service periodCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated.” Mr [redacted] disagreed and sent in a partial home inspectionThe home inspection did not provide enough documentation to allow HBW VI to overturn the denial It shows the pumps for circulation of water were inspected and the inspector recommended to repair or replaceThe pumps for vacuum or cleaning were inspected and recommend to repair or replace, not working as intendedMr [redacted] has noted on these pages that the issue for the pumps for circulation of water “issue resolved by having the pressure gauge replaced.” On the Pumps for vacuum or cleaning, he has noted “not specific to pool cleaner and this part was repaired.” A representative of this department has called Mr [redacted] to discuss this matter furtherA voice mail was received and a direct line for contact and email was given in the messageIf indeed he can show us that the booster pump was repaired or replaced or he has other information that would assist in overturning the denialWe would be happy to reconsider our decisionSincerely, Office of the President Home Buyers Warranty Corporation VI
Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ The Office of the President at Home Buyers Warranty Corporation VI ("HBWVI") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] ***Thank you for the opportunity to review and respond In his complaint, Mr*** states that he paid the independent service contractor Aqua-Brite an additional amount of money to upgrade his existing pool pump, but that the pool pump which was installed was overpriced and not an upgradeWe regret that this HBWVI is not able to offer coverage or assistance for any work performed outside of our Agreement and its coverage, since such matters are between the customer and the contractorBy his own admission, Mr [redacted] elected to pay Aqua-Brite for items outside of what his Limited Home Service Agreement ("Agreement") offers coverage for While HBWVI utilizes Aqua-Brite for service, they are an independent companyHBWVI paid Aqua-Brite the cost towards eligible repairsAny work that was approved and signed for by Mr [redacted] was done directly through the contractorHBWVI was not included in this agreement, nor were we updated of the intentions of Mr [redacted] and Aqua-Brite until after the installation was completed With this said, if Mr [redacted] is having difficulty with the existing pool pump, HBWVI is able to place a recall claimMr***'s Agreement offers coverage for the pool pump and we would honor that coverage up to his $1,claim limitationMr [redacted] has three options available to himHBWVI can re-dispatch Aqua-Brite to assist the customer with resolving the dispute regarding the pool pump already installedOtherwise, HBWVI can dispatch a different contractor within our network of preferred service vendorsWith this second option, HBWVI would only offer coverage to replace the pool pump with a pool pump that matches the existing units featuresThe third alternative would be for Mr [redacted] to submit a quote from one of the contractors he obtained, emailing to [redacted] @2-10.comHBWVI would review the quote and offer a check for the cost of eligible repairs which Ms [redacted] may then put towards any necessary repairs with the service vendor of his choice In conclusion, while HBWVI is not able to assist with the dispute regarding the equipment installed by Aqua-Brite, we are able to offer coverage to any current failures with the pool pump that is currently in place at the propertyIf Mr [redacted] has a disagreement with work that he paid for outside of HBWVI, he will need to address that Aqua-BriteOtherwise, HBWVI has provided options so Mr [redacted] may utilize other contractorsWe would like to thank Mr [redacted] for bringing his concerns to our attention, and we look forward to serving his future warranty needs Sincerely, [redacted] Office of the President Home Buyers Warranty Corporation VI
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ The Office of the President at [redacted] Home Buyers Warranty of Virginia, Inc("***") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located the claim which is for the property XXXX XXnd Street East in Arlington, as well as Ms [redacted] Limited Home Service Agreement ("Agreement")Thank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Ms [redacted] and her tenants may have experienced during the claims handling process [redacted] strives to provide fast, reliable service and anything less is unacceptableWe will have this matter investigated further internally Our records indicate that Ms [redacted] submitted two receipts for temporary cooling units, coming to $totalTo date, Ms [redacted] has been reimbursed $of those costs, as well as the $service fee that she paid to the service contractorDue to the delay that occurred, we do agree to reimburse the remaining balance of $to Ms [redacted] We will not be reimbursing the non-covered charges that Ms [redacted] paid to the service contractor for the repairsDisposal of refrigerant and equipment and modifications due to different dimensions are not eligible for coverage pursuant to sections E-and E-of the Agreement, respectively We regret that [redacted] has not been able to determine why the initial parts that were ordered on [redacted] 19th did not arrive at their expected date [redacted] received confirmation of the order and its shipping from the manufacturerSimilarly, we did not receive any notifications of further delays or trouble that that orderOnce Ms [redacted] brought this to our attention, a new order was madeIt was not possible for our customer service representatives to explain this to Ms [redacted] , since it is still unknown what occurred with the manufacturer that led to this delayWe would note that section E-of Ms [redacted] Agreement states, "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." We further regret that it was not possible to expedite the shipping of the equipment order without risking damage to the equipmentIt is for this reason that [redacted] does not expedite part orders on HVAC partsWe apologize for any inconvenience that this may have caused The second equipment ordered was received by the contractor, and repairs were completed on the 6th of JuneWe again apologize for any inconvenience that Ms [redacted] may have experienced Sincerely, [redacted] Office of the President [redacted] Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response and the apologyI found this whole experience to be very frustratingI am pleased that they have agreed to reimburse me for the cooling unit costs but, contrary to their representation, I have not received the initial payment of $towards this- despite being told the check had been ordered three weeks ago by customer care representative [redacted] I did receive the check for $I called yesterday to inquire about the status of the $payment and was told that the check had not yet been processed and that they would rectify that errorUntil that error has been rectified and I receive the full amount to reimburse me for the air conditioning units that I was forced to buy, I will not be able to say that I accept the response from the business Final Business Response / [redacted] (4000, 9, 2015/07/11) */ The Office of the President at [redacted] Home Buyers Warranty of [redacted] , Incis in receipt of the rebuttal submitted by [redacted] We apologize for the error that occurred regarding the reimbursement of the $that was offered in our previous responseOur records indicate that the check was mailed on June 25, 2015, and that [redacted] should have received it by the time of this responseIf that is not correct, we request that the customer contact us immediately by calling XXX-XXX-XXXX or emailing [redacted] @***.com Sincerely, [redacted] Office of the President [redacted] 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 claimThank you for the opportunity to review and respond Our records indicate on July 19, 2016, [redacted] reported on line his air conditioner is leaking water Independent service contractor, [redacted] was dispatched to the home and reported the drain pan is too large for the return and causing water to come out and causing water damageThe technician recommends a new drain panTo replace the drain pan due it being too large is improper and not eligible for coverageMr [redacted] said he would pay for the drain panOn July 26, 2016, Mr [redacted] called in requested a different contractor because he does not trust the contractor’s diagnosisIndependent contractor [redacted] was dispatched and reported the drain pan is cracked and missing a pieceThe contractor was authorized to replace the drain panIt was found the drain pan is on backorder for three weeksA call was recently placed to [redacted] and there was no ETAAt this time, we have authorized the contractor to supply the drain pan as there supplier can get it within a weekA call was placed to Mr [redacted] as to the status [redacted] has been sent to our contractor relations department to be addressed due to Mr [redacted] dissatisfaction and the fact they should have recognized a crack drain pan Concerning the water damage, If [redacted] would please reference her agreement under the Terms & Conditions “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage” In addition E-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, including water damage,” Water damage is not eligible for coverageWe do suggest Mr [redacted] check with their Home Insurance HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving 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] 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 10, 2016, [redacted] reported the furnace is not heatingIndependent contractor, [redacted] had reported the furnace has rust and corrosion and multiple cracks in the heat exchanger due to lack of insulation on the duct work causing condensation build up to cause these issues [redacted] had her own contractors out as a second opinion [redacted] was way off on their diagnostics and missed a simple disconnected wireWe are reimbursing [redacted] as what she has requested in her desired settlementThe contractor has been passed to our contractor relations department to investigate and address the contractor HBRWC would like to apologize for any inconvenience and unnecessary worry [redacted] put [redacted] through We value her business and we look forward to serving her future warranty needs 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 rebuttal submitted by Mr*** Thank you for the opportunity to review further As discussed in our previous response, the independent contractor reported the fixtures were broken sometime prior to the November 29, effective date of the agreement and they were not broken due to wear and tearMr [redacted] was explained that he can get his own contractor if he disagrees with our contractor’s diagnosticsIn summary, the guidelines for using a contractor out of our network are as follows The contractor must be licensed and insured The contractor must call in with a diagnosis for approval before starting repairs If approved, 2-HBW has the right to only approve the cost for the repair based on our price guides 2-HBW reserves the right to an additional opinion Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: The information provided by 2-is false There were occasions where repaired was schedule for the refrigerator Each repair was canceled by the company These are companies hired by 2- They are welcome to reach out to these companies and gather information as to why The main issue in this case is 2-10's lack of customer service, and qualified educated employees on their end Several calls were made by myself to 2-where I was in contact with an employee who was not trained to handle the issue, or was not knowledgeable regarding my situation Several months went by without quality communication on their end This is not my fault I had a policy with this company to cover my appliances The only appliance connected to the failed outlet was the refrigerator Meaning more than likely a surge came from the refrigerator, causing the outlet to failThis may have been proved if the repairs were not canceled 2-needs to honor the warranty they sold me They also need to understand that lack of communication whether it be unreturned phone calls, of unanswered emails does not make a situation go away, or justifiable on their end This company sells warranties to new homeowners, but does not want to held accountable when the policy holder issues a claim This is beyond unacceptable, and should not be tolerated by the Revdex.com Sincerely, [redacted]
Initial Business Response / [redacted] */ The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] ***We have located Mr***' Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that on June 1, the independent contractor Residential Systems replaced Mr [redacted] air conditioning system with new R410A equipmentHBRWC sincerely apologized for any delays that Mr [redacted] may have experienced and the inconvenience that was caused as a result Initially, HBRWC elected to repair MrBatt's air conditioning system pursuant to section B-of his Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." These repairs did not hold On May 11, Mr [redacted] requested a different service provider be dispatched to the home, due to dissatisfaction with the company Blue Ridge Heating and Air ConditioningHBRWC agreed to this requestHowever, we regret that there was a further delay while HBRWC located an alternate contractorWe would note that section B-of Mr [redacted] Agreement does state, "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." A second service contractor was dispatched, however, HBRWC was not able to resolve a discrepancy with that companyFinally, Residential Systems was dispatched to the home on May 12, for service the following dayEquipment was ordered and the system was replaced per Mr [redacted] desired resolution We again apologize for the delays that Mr [redacted] experiencedAs the repairs have been completed at this time, we respectfully request this matter be considered closedWe do thank Mr [redacted] for bringing this to our attentionHBRWC strives to provide fast, reliable service and we agree that anything less is unacceptableHBRWC will have this matter reviewed further internally to prevent such delays from occurring in the future Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] */ (The consumer indicated he/she ACCEPTED the response from the business.) To be transparent, Blue Ridge Heating and Air Conditioning refused to return as they refuse to work any further with 2-Homebuyers WarrantyThey told us they would gladly return to our home to make the necessary repairs, but not if it is warranty related with 2- With regards to Section B-9's statement of labor difficulties "beyond our control", it's obvious that of a contractor refuses to work with their company then there is a deeper issue that needs to be resolvedThat being said, why we, the customer, were literally having to listen to representatives from both sides complain about each other was beyond me and in my opinion, extremely unprofessional As to the repairs finally being made, the company that came in Residential Systems did an outstanding job, and we've already selected them for any future service, maintenance, and the like of our systemI would urge 2-to continue to work with them As for the amount of time taken, it was absolutely unnecessaryI could understand if we lived in a desolate area where tradesman and parts were hard to come by, but let's be realistic All in all I'm satisfied with the fact that the system has been replaced, but it shouldn't have come to a complaint to the Revdex.com to finally get the ball rolling weeks laterI thank the Revdex.com for their assistance, and I'm glad that myself and the Warranty company can part ways somewhat amicably Respectfully, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ July 19, [redacted] # XXXXXXXX The Office of the President at [redacted] ("***") has received [redacted] 's inquiryThank you for the opportunity to review and respond Our records indicate that on June 24, a service request for your air conditioner was initiatedOur internal dispatch system selects the best available contractor to service your claim and we apologize that they were unable to service within hours as the temperatures in your area caused all of the independent service contractors to be bookedYour Limited Home Service Agreement ("Agreement") specifies under section A-of the Terms and Conditions, "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 serviceYour service contractor must be licensed and insured." Although work was performed without prior approval, [redacted] had honored your reimbursement request after receiving the invoice from your out-of-network service contractor [redacted] has processed $less the $service fee; therefore, you will be receiving $reimbursement check within 7-days Our records also show that the Agreement was cancelled per [redacted] 's request on June 29, We are sorry to see you goWe thank [redacted] for bringing these matters to our attention as we do take them very seriously Sincerely, Office of the President [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After finally being able to contact the appropriate party, the issue was quickly and professionally resolvedI appreciate their prompt response to my complaint
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 October 11, 2017, [redacted] reported his water heater is leaking from the top and he has no hot waterThe independent contractor, [redacted] was dispatched to the property and reported the tank ruptured and leaking water everywhere [redacted] was authorized to replace the water heater and the water heater was orderedThe water heater was ready for the contractor to pick up on October 13, Anytime reported online “Called the supplierSupplier has to transfer item from another location and will arrive in on their truck sometime in the afternoon on Monday 10/16/Will be scheduling customer for a time on Tuesday morning 10/17/17” We do empathize how frustrating it can be without hot water and hope [redacted] understands that there are some things that are out of our controlWe have no control over the supplier when they change the ETA because they were out of stockThis is explained in the Agreement in the Terms & Conditions B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” 2-HBW apologizes in advance to [redacted] for any experience he may have had concerning rude behavior by our employeeWe take these accusations seriously and can assure him that this matter will be investigated internallyWe thank him for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service [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 air conditioner claimThank you for the opportunity to review and respond Our records indicate on May 25, 2016, [redacted] reported her air conditioner is not coolingThere were other contractors out to the home, the first contractor, there was a scheduling conflictThe second contractor diagnosed the evap coil leaking and low on FreonThis contactor declined the work because he does not work on Mortex mobile home air handlers A third independent contractor, Bay Mechanical was dispatched to the home and found both the Mortex coil and the outdoor condensing coil have leaks, the system was void of Freon and the wires were friedIt was decided to move forward with full system replacementThe contractor was authorized the labor to install HBRWC supplied equipmentHBRWC ordered the equipmentBay Mechanical received the equipment but neglected to tell us that the air handler was for a mobile homeTherefore the wrong air handler was orderedWe asked the contractor his cost for the air handlerWe found his cost to be excessive, so the air handler information was sent to our parts inquiry department to locate the correct mobile home air handlerParts inquiry was not able to locate the air handler that the contractor requested and HBRWC authorized the contractor to supply it A representative called [redacted] and offered $to put toward temporary cooling such as a mobile room unit or window unitShe was instructed to send a copy of the invoice to [redacted] Bay Mechanical reported the work has been completed HBRWC apologizes to [redacted] for the negative experience she had due to the delay of the air handlerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service 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 claimThank you for the opportunity to review and respond Our records indicate on April 18, 2017, [redacted] reported his Sub-Zero is not freezingThe independent contractor, [redacted] (“***”) was dispatched and reported the defrost board shorted and the board was ordered with an eta for May 11, On the morning of May 16, 2017, a representative called [redacted] for the status [redacted] advised the board just came in and he will schedule an appointment with [redacted] ***Later that evening [redacted] called in and was upset as [redacted] missed the appointment and has not returned his callsThe representative sent [redacted] to our contractor relations department to see what is going onOn May 18, 2017, [redacted] contacted HBRWC as [redacted] was still being non responsiveThe representative decided to dispatch another independent contractor, [redacted] ***Sending a different contractor does start the process all over again as every contractor will not go off another contractor’s findingsWhen our contractor relations received the complaint against ***The contractor relations representative was able to put the claim back on track [redacted] has reported that the part is installed and the refrigerator is operating correctly A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service [redacted] unprofessional behavior has been addressedWe hope [redacted] understands that there are some things that are out of our controlPer the Agreement under the Terms & Conditions B-“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.” This was certainly a labor issue with the independent contractor We do empathize how frustrating it can be with a malfunctioning refrigeratorHBRWC apologizes for this inconveniencesWe value [redacted] ***’s business and we look forward to serving his future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ The Office of the President at [redacted] is in receipt of the inquiry submitted by [redacted] We regret that we do not have a Service Agreement for the property address of [redacted] Additionally, we regret that we do not have any records of a customer named [redacted] In order to provide further assistance, we request that [redacted] provide a property address or contract number so we may review further Sincerely, [redacted] Office of the President [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 16, 2016, Mr [redacted] reported the water heater is leaking from the bottomOn November 28, 2016, it was bought to our attention that the contractor that was dispatched did not respondA representative was assigned to this claimShe waived Mr [redacted] She was able to locate another contractor to service and they have been authorized to replace the water heater The water heaters manufactured now are more energy efficient than the ones manufactured a year ago due to more insulationEquipment is normally not upgraded unless the equipment is no longer manufacturedPer the Agreement B-“When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency we are not responsible or liable to upgrade equipment, components or parts ” HBRWC apologizes to Mr [redacted] for the experience he has had concerning the delay to his claimThe contractor has been sent to our contractor relations department to addressWe value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at 2-Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] Limited Home service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on October 20, 2015, [redacted] reported his Refrigerator was leaking waterThe independent service contractor American Appliance was dispatched to the property to evaluate the claim further On October 25, American Appliance reported the water valve and water line to the water dispenser were leakingAmerican Appliance was authorized to complete repairs and the parts were orderedOn November 22, 2015, correspondence was received by [redacted] because the contractor's repair did not hold and the water dispenser is now causing property damageMr [redacted] did not want American Appliance recalled back to his home due to their lack of knowledge 2-HBW responded by email the following summarized: "2-HBW apologizes for the inconvenience this is causing youWhat we are able to do is assign a new service provider to the claim however it does start the claim overRegarding the existing water damage, 2-HBW states in the terms and conditions of the agreement, B-We are not liable for consequential damages and is not eligible for coverageHowever, you stated that the water damage was a result of American Appliance negligenceWhat we are able to do, is provide you with their insurance information so you can file a claim for the water damageWe do request that you send in photos of the property damage for our review first." On November 24, 2015, Mr [redacted] called in stating that he does not want to deal with American ApplianceIt was explained to him that the contractor is liable and they need to warranty their workOn December 1, 2015, Mr [redacted] called back still refusing to use American ApplianceTherefore, Independent service contractor Fixx My Appliance was dispatched the same day Fixx My Appliance noted the claim December 1, that they called to schedule an appointment with Mr [redacted] and they left a messageMr [redacted] called December 5, stating that Fixx My Appliance has not made contact with himAt this time due to the prior property damage issue from the leaking water dispenser line, 2-HBW offered Mr [redacted] to obtain an out of network service contactorOn December 5, 2015, Independent service contractor, Alpha & Omega Appliance Service found the water supply line to refrigerator leaking and they replaced the line We acknowledge his statements regarding American Appliance2-HBW strives to have all of the service providers we contract with, have a very good standing with the Revdex.com and they must be licensed and insuredA stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptableWe will have Mr [redacted] concerns reviewed and addressed internally due to the dissatisfaction that he reported An HBW representative has contacted MrWoodThe repair on the water dispenser is leaking again2-HBW sent a recall dispatch to Alpha & Omega ApplianceA recall dispatch was also sent for Mr [redacted] GFI claimMr [redacted] has been given a direct contact to a 2-HBW representative until the claims are resolvedMr [redacted] recently renewed his agreement but would like to cancel his Agreement with 2-HBWHe was given instructions on canceling 2-HBW would again like to apologize for any inconvenience [redacted] may have experiencedWe would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously 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 inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond We openly apologize for the delay in processing the checkOur records indicate the representative that took Mr [redacted] information for payment failed to complete the processThe check had since been processed and Mr [redacted] should now have itIf for some reason he still does not have it, we ask he call our accounting department at ###-###-#### 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 claimThank you for the opportunity to review and respond Our records indicate on August 29, 2016, [redacted] reported a crack over the larger burner on the right and another crack starting in the middle of the cook topIndependent contractor [redacted] was dispatched and reported the glass cooktop is fractured and the glass needs to be replacedPictures were requested of the glass cooktopOur appliance expert reviewed the picture“He found the chip on the right hand edge of the glass happened because something impacted it with enough force to cause this chipThe edge of these glass cook tops are the hardest portions of the glass top, they do not chip out because a crack has reached the edge of the glass topThe crack emanated from the chipThe claim was denied per the Terms & Conditions of the Agreement 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): misuse or abuse,” We regret that we cannot be of further assistance in this regardHBRWC would like to apologize for any inconvenience Mr [redacted] may have experienced We value his business and we look forward to serving 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] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimsThank you for the opportunity to review and respond Our records indicate on May 27, 2016, it was reported online that the air conditioner is not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported he located and repaired a leak on the discharge suction service valve and added lbsof R-refrigerantThe contractor was approved and he completed the work on June 2, Mrs [redacted] states she was charged $for the Freon by the contractorHBRWC also paid the contractor for the FreonOn July 19, 2016, a representative has requested she fax a copy of the paid receipt to ###-###-#### for review and possible reimbursementAs of today this has not been receivedWe request she refax it and reference her work order [redacted] HBWRC will not authorize to add Freon to a known leaking system unless it is to do leak tests or when repairs are doneThe contractor charging Mrs [redacted] for the Freon was without our knowledge and this has been passed along to our contractor relations department to investigate and address the contractorMrs [redacted] has put in another request for this system for serviceA different independent contractor [redacted] has been dispatched to evaluate this Air Conditioner further The second air conditioner claim was set up on May 28, as not blowing through the ventsIndependent contractor [redacted] was dispatched and found the compressor shorted outThe contractor was authorized to repair the compressor and the compressor was ordered and installedA recall visit was set up for [redacted] and they found the condensing fan motor and capacitor had shorted outThe contractor was authorized to replace the partsMrs [redacted] was still having issues and [redacted] found the new compressor had locked up the new capacitor had shortedThe technician recommended replacing the compressor againDue to this contractors multiple visits and not being able to repair the air conditionerHBRWC dispatch independent contractor [redacted] as a second opinion [redacted] reported numerous leaks in both coils and the compressor shortedHBRWC moved forward with replacing the entire air conditionerThe contractor was authorized and the equipment ordered HBRWC apologizes to Mrs [redacted] for the negative experiences she has had concerning our customer service department and the delay to her claimsWe do take these matters seriouslyWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer 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 ("HBRWC") is in receipt of the rebuttal submitted by [redacted] *** Thank you for the opportunity to review further Our notes indicate on October 26, a call was placed to the contractor and confirmed the repairs have been completed and the system is up and running [redacted] has paid the contractor in fullIf after the repairs were completed and she is still having issues, we ask she call in and we will arrange for the contractor to go back to the homeIf she has not already, we would ask her to send the invoice to [redacted] and reference authorization code [redacted] and she will be reimbursed less her service feeIt will take approximately business days after the check is processed to receive it HBRWC would like to apologize for any inconvenience [redacted] may have experiencedThe representative should have called her backWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersIf she would still like to cancel her Agreement, we request she send a written request to [redacted] The Agreement would be cancelled as stated in the Terms & Conditions, section H-“If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement less any repair costs incurred by us will be refunded to the party purchasing the Agreement.” Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation