Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ 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 [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claims handling processOur records indicate that the independent service contractor contacted HBWVA with a diagnosis on June 11, 2015, days after the service appointmentHBWVA strives to provide fast, reliable service and anything less is unacceptableWe will have this evaluated internally We also apologize if the service contractor charged two service feesIn order to reimburse Mr [redacted] for the second service fee that was paid, we request you email a copy of the invoices verifying that this occurredThis may be emailed to [redacted] @2-10.com or sent via fax to With this said, we do regret that Mr [redacted] 's claim is not eligible for coverage and HBWVA will not be reimbursing for any costs associated with repairing the dishwasherThe contractor stated that the dishwasher's interior lining is pitted and needs to be replacedInterior lining is only eligible when the Supreme Protection option is purchased under a Buyer's AgreementMr [redacted] has a Seller's Agreement, which does not provide the option of purchasing Supreme ProtectionThus, the failure is not eligible for coverage for sellers We would like to thank Mr [redacted] for bringing this to our attention, as we do take these matters seriouslyWe have verified that the failures to the dishwasher are not eligible for coverage Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of Virginia, Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were never told that the liner was "pitted" by the contractorThe problem stated to us that the door gasket needed to be replaced and he was unable to complete that taskThe new issue that isn't covered was only bright up after the contractor became unreachable for two weeks and we raised a huge stinkLeading us to believe that this uncovered issue was falsely reported so the work did not have to be completedThe contractor already ordered and picked up the required parts to make the repairsIf the issue was truly an uncovered problem he would not have been able to order and pick up the parts Final Consumer Response / [redacted] (4200, 11, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have replaced the dishwasherYou are useless as a companyWe will ensure all knows of your lack of professionalismEnjoy sleeping at night Final Business Response / [redacted] (4000, 13, 2015/07/30) */ The Office of the President at Home Buyers Resale Warranty Corporation would like to thank [redacted] for providing us with this updateShould [redacted] have any further questions about why his claim was not eligible for coverage he may refer to our previous responses or contact our company at any time by calling our 24/customer service at telephone number [redacted] Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: Why would I allow the people who messed up my whole system and duct work come back out to "fix" what they messed up? They had been at my house no less than timesEither had the wrong part, or had to fix this etcIt took all winter for my heater to be fixed and now it's taking all summer for my air to workI have estimates stating that everything has to be replacedEverything was the same name brand and fit perfectly in the attic like it was supposed toYet, you send different name brand parts that were too big, so they broke off my duct work and now only one side of my house stays coolI'm not sure what they did to my outside unit, but I have wires hanging out and copper that is too small$1,wouldn't even put a dent into what it's going to cost to fix your mess upsEven if I did allow you to send your contractors out here, it would still cost them no less than $7,to fix itI have already contacted an attorney and you will hearing from them shortly 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 air conditioning claimThank you for the opportunity to review and respond Our records indicate on June 10, 2016, [redacted] reported there was no air flow from the ventsIndependent service contractor, Climate Design was sent a dispatch to schedule with [redacted] ***However, Climate Design did not contact HBRWC that they were not going to accept the dispatchThis notice from the Revdex.com alerted us that [redacted] had not received serviceThere were numerous attempts to get a hold of Climate Design without any responseA representative contacted [redacted] and explained we are attempting to locate another contractorUnfortunately it was Friday and most of the contractors were bookedDue to the temperatures in the area, the independent service contractors were experiencing an unusually high call volume and were not able to provide same-day or next-day serviceAt the same time, the first heat wave of the year can create higher than wait time in the call center A representative contacted [redacted] on Monday, June 20, He had the repairs made to his air conditionerHe forwarded the invoice and was reimbursed the full amountHis contractor reported some improper previous repairs that were done by the independent service Climate Design [redacted] ***’s complaint of improper previous repair and not responding to the service call on Climate Design was passed along to our contractor relations department to investigate and address the contractor 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 June 19, 2017, [redacted] reported online his ac is not coolingThe independent contractor, [redacted] was dispatched to the property to evaluate the ac furtherThere were numerous attempts to get the diagnosis from [redacted] On July 6, 2017, a representative was able to acquire the diagnostics [redacted] found the ac is leaking refrigerant at the evaporator coilThey were authorized to replace the evaporator coil We do apologize for any inconvenience and delays caused by [redacted] A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceWhen there is a heat wave in the area, the independent network contractor’s will experience a high volume of calls and do not always respond in the time allottedAs explained 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.” [redacted] has been sent to our contractor relations department as they did not respond, did not provide us or the customer with updates in a timely manner HBRWC is committed to providing superior home warranty protection and customer service [redacted] concerns enables us to make corrections and continue to improve our serviceWe value his business and we look forward to serving her 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 June 17, 2016, [redacted] reported his air conditioner would not turn off Independent service contractor, Royal Air was dispatched to the home [redacted] called in on July 4, wanting status and showing his dissatisfaction with the contractor for trying to sell him a new system [redacted] decided to use an out of network contractor to make a repair We acknowledge and apologize for the contractor behaviorHBRWC finds there approach to upsell a new system without our knowledge or diagnostics unprofessionalA stern criteria of the independent contractors we use is to provide our customers reliable and professional serviceThis information has been passed along to our contractor relations department to investigate and address the contractorAs a goodwill gesture, [redacted] ’ $service fee has been refundedWe request he allow approxbusiness days to receive the refund 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 rebuttal submitted by Mr [redacted] Thank you for the opportunity to review further Below is the attached proposal that Mr [redacted] has submitted by his contractor Barbiaux Heating & Air dated 11/27/16: “The installation of a new Well Mclain 175,83% AFUE Gas boiler, We also will replace a supporting components to include Shut off valves at all appropriate points, filltrol expansion tank, pressure reducing auto fill water feeder, relief valve, pressure gauge circulator pump all flu pipe, new gas line and shut off, and any other materials that will be needed to finish the job When I came to service boiler Nationgas boiler no400-T input 180,btuh it was leaking from numerous points, it was also over firingIt was leaking from component pressure relief valve, automatic water feeder valve and the boiler drain, all which can be replaced however it is also leaking in one section of the water heat exchanger which cannot be replacedIt is caused from the over firing of the unit and age.” His contractor reports the failures are caused “from the over firing of the unit and age.” No blame is placed on [redacted] ***Regardless, we would refer Mr [redacted] to our previous response in which we indicated the $1,claim maximum for his boiler has been reached (maxed out)There are no further funds to go toward the boilerOur contractual obligation for the boiler ends when the claim maximum has been reachedThe buyout check that he accepted as a full and final settlement can be put toward the replacement of a new boilerWe are understanding of Mr [redacted] situation but this 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 replace responsibility of homeownershipWe suggest Mr [redacted] do what he needs to do, to restore heat in his home HBRWC would again like to point out that Mr [redacted] ’s Agreement does not provide for compensation due to alleged damages that may have been caused by the independent contractorPer B-5; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” Even if it was proven the independent contractor caused the damages, B-would still applyAn independent contractor is responsible for their own workmanship regardless if HBRWC dispatched them to the residenceThis is why we make sure all of the independent service contractors we “contract with on pricing” are licensed and insuredAny dispute Mr [redacted] has, would be with the Independent service contractor and their insurance company, [redacted] and not HBRWC The rebuttal provides no additional informationHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementHBRWC’s decision is finalWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: While it is stated here and via email that Home Warranty has agreed to replacement of the system, I have not yet been contacted by any contractor to either notify me, or set an appointment It has been days since I was notified that they would be replacing the systemIt has now been exactly days since I placed the original warranty claim, days without AC Due to this I can not yet accept the response as I am still sitting in an un-airconditioned home Interestingly enough I have had payments for the home warranty ($each payment) come out of my checking account during this time period, without one bit of delay 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 Our records indicate on February 11, [redacted] reported condensation coming from the unit Independent service contractor, [redacted] was dispatched to the home and reported online they replaced a railOn June 24, 2016, Mrs [redacted] reported when ***’s tech came out last time, she has not been able to close the door all the wayThe independent contractor [redacted] was dispatchedThey had not reported their findings and Mrs [redacted] would prefer another contractorOn July 27, [redacted] was sent a dispatchOn August 4, 2016, we received an email from ***: “Dear Home Buyers Warranty, Thank you for contacting ***; we appreciate the opportunity to service our customerAt this time we were unsuccessful in making contact with our customer after two attempts and we were unable to leave a voicemailWe will not be making any additional attempts to this customerIf possible, please provide an alternate phone number to contact our customer and we will be happy to make another attempt.” A supervisor is assigned to this caseHe called [redacted] and left a voice messageHe placed a call to Mrs [redacted] and discussed her refrigerator claimThere are no parts orders thru HBW at this time (many times the contractor supplies)The supervisor had the contractor relations department contact [redacted] *They went back out on Wednesday 8/24/and found after they replaced the defrost thermostat, the technician realized that the main board needs to be replacedThe Board has been orderedIf Mrs [redacted] still has any questions after the repair is made, she has the direct contact information with the supervisor she has been working with We regret that we will not be offering any compensation for the consequential water damageIf she would please refer to her Agreement, Section B-which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” All of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCIf Mrs [redacted] feels that the independent service contractor, [redacted] caused the door not to close all the way causing the unit to leak, her dispute for the water damage is with them and not HBRWCThis is one of the reason we make sure all of the independent contractors we “contract with on pricing” are licensed and insured HBRWC apologizes to Mrs [redacted] for the experience she has had concerning her hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe 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 serviceWe look forward to servicing her future 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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on December 11, 2016, Mr [redacted] reported online his water heater is not producing hot waterThe independent contractor [redacted] was dispatched to the home and reported “the gas valve is blinking and the code is calling for a new burner kit to fix this” The contractor was authorized to replace the gas valveThe contractor did not have the part # and was to call backOn December 15, 2016, the contractor told us he could not locate the part and wanted to replace the water heaterOur parts department found that the water heater was manufactured in and the part was still under manufactures warrantyThe contractor was advised he can swap the part out under manufactures warranty and they agreedOn July 16, Mrs [redacted] called requesting another contractorShe felt [redacted] was purposely delaying the claim [redacted] was sent to our contractor relations department to investigate and addressedThe independent contractor [redacted] was dispatched and reported they did could not find any failuresThere were no longer any error codes and the water heater is working as it shouldThe water heater apparently just need to be resetA representative of this department called and spoke to Mrs***She confirmed the water heater is working We do acknowledge the contractor [redacted] had unnecessarily delayed this claim by not following through after their initial diagnosticsHBRWC would like to apologize for the inconvenience Mr [redacted] may have experienced due to the delayWe value his business and we look forward to serving his 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 inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 28, 2018, Ms [redacted] called in and advised she had not heard from the contractor to scheduleThe independent contractor, [redacted] was then dispatched and a scheduled appointment was set for December 7, On December 20, 2017, [redacted] reported the cold control of the refrigerator no longer works and needs to be replaced [redacted] was authorized to make the repairOn December 28, Ms [redacted] called as she has been waiting a couple of weeks for the repair and she had not heard from EliteThe representative contacted [redacted] and he did advise the part was in and he will schedule an appointment for later that dayWhen [redacted] was questioned about the delay, he explained Ms [redacted] went out of town, he left a message and had never heard back from her On January 14, 2017, Ms [redacted] called in and advised [redacted] still has not completed the workThe representative left a voice message with [redacted] as to the status and refunded Ms [redacted] her service feeOn January 15, 2017, a representative in the escalations division contacted [redacted] to discuss when the part will be installed and why the delay on installing the partThe office personal advised the appointment was set for late December but Ms [redacted] went out of town and then they missed an appointment when she got backThe technician will be out January 18, to install the partOn January 19, 2018, a representative contacted Ms [redacted] to see if the repairs were completedShe advised that the part was replaced but the refrigerator is still not fixedThe representative set up a new contractor to visit the home the next dayThe contractor reported the system is low on refrigerant and they do not work on sealed systemsSealed system repairs are usually costly and since there has been no resolution, a representative offered a comparable replacement or the equivalent cash buyout to Ms [redacted] Ms [redacted] accepted the replacement refrigerator 2-HBW apologizes to Ms [redacted] if she was dissatisfied with [redacted] performance while assisting with the serviceOur notes do not reflect all the scheduling conflicts that occurred between [redacted] and Ms [redacted] All of the contractors that are utilized by 2-HBW are independently owned and operatedThey are not employees of 2-HBWA stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceWhen a customer has concerns about a contractors performance, the contractor is sent to our contractor relations department to review and address the contractorThis will be reviewed further internally Ms [redacted] is requesting in her desired settlement a refund of the monthly payments she made since she has been without a refrigerator and for the cost she spent eating out every day for a total of $Ms [redacted] ’s service fee was reimbursedAs stated in the Agreement under the Terms & Conditions; B-9; “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.” As such, we regret we will not offer any compensation as we are not liable for such expenses2-HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement 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 July 11, 2016, [redacted] reported his downstairs air conditioner is not coolingIndependent contractor, [redacted] was dispatched and reported he could not find anything wrong with the systemThere was a search for another contractor but at the time of the requested service, our in-network service contractors were booked and would not be able to service in a timely mannerA representative offered to continue looking for a contractor or he could contact his own out-of-network service contactorWe were able to locate an independent contractor, [redacted] that could serviceThey reported they found the evaporator coil leakingThe contractor was authorized to replace the coil and the coil was orderedOn August 3, 2016, Mr [redacted] called in on the statusThe supplier was contacted and it was found that there was a glitch in the suppliers system and the evaporator coil was not orderedThe supplier would not be able expedite the partA representative called the contractor and requested they supply the part and they were approved to supply the coil [redacted] reported the work was complete on August 5, HBRWC apologizes to [redacted] for the experience he has had concerning his experience with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than call volume in the call centerWe have increased our staff due to the ongoing heat waveThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersA supervisor called Mr [redacted] and received a voice mailA message was left to confirm the system is now up and running and an apology on behalf of HBRWC for the inconvenience caused to him and his wifeWe regret we will not be able to refund Mr [redacted] a full refund of his warranty pursuant to the Agreement under the Terms & Conditions E-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the [redacted] at [redacted] Corporation is in receipt of the inquiry submitted under Complaint ID [redacted] by [redacted] *** We have located Ms***’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 Ms [redacted] may have experienced during the claim handling process Our records indicate that on December 14, Ms [redacted] contacted [redacted] attempting to place a claim for her faucet Faucets are only eligible for coverage when the [redacted] Option is purchased, an option that was not selected when the new warranty was emailed to *** Since the coverage was not purchased, it was not possible to place a claim at that timeUpon receipt of the payment for the Agreement, it was confirmed that [redacted] was supposed to be selected for this home, even though it was not listed on the paperwork that [redacted] received At that point it was possible to place a faucet claim for Ms*** [redacted] did agree to waive Ms***’s service fee per his request and this was not paid to [redacted] at the time of service On December 20, Ms [redacted] placed a claim for her faucet On December 21, the independent contractor [redacted] advised that there was no mechanical failure to the faucet, but rather than the handle needed to turned with more forceOur records do show that Ms [redacted] should have received an automatic message to the email address [redacted] We will review internally with our IT department to attempt to determine why this did not occur We apologize for the inconvenience this caused[redacted] would like to thank Ms [redacted] for bringing her concerns to our attention so we may evaluate the matter further We look forward to serving her future warranty needs.Sincerely, [redacted] Office of the [redacted] 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 Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective March 16, and applicable claimThank you for the opportunity to review and respond Our records indicate on March 29, 2018, Ms [redacted] reported her heat pump stays on and blows cold airThe independent contractor, [redacted] was dispatched to the property and reported the outdoor condenser coil is dirty, the fins are folded over and the indoor evaporator coil is dirtyThe technician recommended the system be cleaned and maintained as the lack of cleaning is preventing the heat pump from extracting heatOtherwise the technician found no mechanical failure (nothing to fix) on the heat pump If Ms [redacted] would please refer to her Agreement, at the beginning of the Terms & Conditions “We provide service for covered systems and/or appliances: that do not perform their primary function due to wear and tear”This means there must be a mechanical failure to the heat pump to be eligible for coverageB-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” In addition, B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” This means Ms [redacted] is responsible for cleaning and maintaining her heat pump as there is no coverage under the AgreementWe regret that we cannot be of further assistance in this regard A representative has spoken to Ms [redacted] and she advised that she contacted her own contractorHer contractor advised her it does not need to be cleaned but replaced because it is oldThe representative advised that if there is no mechanical failure found, it is not eligible for coverage Ms [redacted] will be calling the representative back with her contractor’s contact information2-HBW does not replace a piece of equipment solely due to agePlease understand that this would be cost prohibitive if we were to replace HVAC equipment just based on ageWe do work hard at keeping our rates affordable for all homeownersIf we were to do this, our rates for coverage would not be competitive We respectfully disagree with what the contractor told Ms [redacted] concerning purposely not covering claimsThis is an incorrect statement that we do not take lightly2-HBW takes pride as a Warranty companyWe were established in and have covered over million new and pre-owned homesLike any contract, we fulfill our obligations as specified in the Terms and Conditions of the AgreementThe independent contractors are the face of 2-HBW [redacted] has been sent to our contractor relations department to investigate and address the contractor’s unprofessionalism as they are not living up to our expectations We apologize in advance to Ms [redacted] , if any of our customer service representative(s) were being rude and she feels she did not receive the quality service that she expected2-HBW is committed to providing superior home warranty protection and customer serviceHer feedback allows our company to serve our customers betterWe will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate that they are refunding the fee for my service call 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 Our records indicate on July 2, 2016, [redacted] reported his air conditioner is not blowing cold air Independent service contractor, [redacted] was dispatched to the home and reported the blower motor is seized, heat exchanger cracked and the evap coil is leakingThe contractor reported Mr [redacted] was interested in a buyoutAn inquiry needed to be done to determine if we were going to repair or replaceIt was determined we were going to replace and an email was sent to Mr [redacted] on July 15, Mr [redacted] acknowledged he received the email of the buyout amount from HBRWCIt was not until July 28, 2016, when Mr [redacted] advised he would like to move forward with the replacement and he accepted the out of pocket costs of $ We do apologize if there was miscommunicationPerhaps the representative who had emailed his options to him on July 15, should have been clear to contact HBRWC directly on his decision and not the independent service contractorA representative of this department has contacted Mr [redacted] and this matter of the duct modification has been settled HBRWC also apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe 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
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ November 23, Case # XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on November 9, Thank you for the opportunity to review and respond We apologize for any frustration or inconvenience Mr [redacted] may have experienced during the service request handling processOur records indicate Mr [redacted] called in to the Direct Sales Department to add the Deluxe Appliance option on August 8, As specified in Mr [redacted] 's Limited Home Service Agreement ("Agreement"), each appliance located in the primary kitchen has a specified dollar limit of $for repairs or replacement The purchase of the Deluxe Appliance option removes the dollar limit and is useful in the instance the repair or replacement would exceed the $limitThis is explained in the Agreement as shown under the Eligible Equipment, Kitchen Appliances, Limitations: "All kitchen appliances are limited to $per contract year per appliancePurchase of the Deluxe Appliance Coverage option removes this limitation." Comparatively, the Supreme Protection option was not purchased and is unable to be added as the 30-day grace period after the Agreement's effective date of July 16, has been exceededThe ice maker is not covered without the Supreme Protection optionAfter careful review, we regret that we have verified Mr [redacted] selected Deluxe Appliance instead of Supreme Protection, and that this was not a clerical error on the part of HBRWCAs such, we are unable to honor the request to cover the ice maker We thank Mr [redacted] for his understanding concerning this matterWe do take these matters very seriously and we appreciate him bringing these concerns to our attention so we may review furtherWhile we were not able to offer coverage for the failed icemaker we do look forward to serving any future warranty needs that Mr [redacted] may have Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The deluxe coverage was the only coverage that was offered to meThe exclusions were not explained, and supreme coverage was not offered, If I had known the difference, I would have opted for the supreme coverage because I know that ice makers and water dispensers are common problems with refrigeratorsFor these reasons, it is fair and right for your company to cover the ice make repair Final Business Response / [redacted] (4000, 9, 2015/12/17) */ The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Mr [redacted] We would refer Mr [redacted] to our previous response in which we advised that he did not purchase the coverage necessary for this claim to be eligibleEven if Mr [redacted] was not aware of the Supreme Protection option at the time of purchase, he had days to add coverageAs such, he had opportunities to review his coverage via our company's website and the copy of the Service Agreement which was mailed to himWe apologize that we are not able to be of further assistance in this matter, however, it has been verified that his claim is not eligible for coverage 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 [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 1, 2016, [redacted] reported; “Water leaking and pooling when washer drains Leak is from pipe, not the washer itself.” The independent contractor, [redacted] was dispatched and found the external washer drain was brokenThe pipe needs to be plumbed with feet of pipe with a p-trap.” The technician did not report this was a concealed plumbing claim or that he cut drywallA representative of this department contacted the contractor to get more informationThe technician no longer works with the company and the ticket does not show a cut in the drywallThe representative contacted [redacted] ; he was kind enough to send a photo of the cutFrom the photo, it was evident that the technician did make the drywall hole as the p-trap that he replaced was at the hole [redacted] has accepted a cash payout offer for the drywall hole and found the settlement satisfactory We do apologize for any frustration or inconvenience 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, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: I need further clarification and wanted to respondBelow is my response that needs to get addressedHi,You record that shows I reported an unusual noise on my furnace on January 1, is correctI needed someone to check it out.Clarified Information:Your independent contractor, [redacted] ***, missed 1ST appointment on Jan then on Jan no show during the appointment slotMade me wait entire dayLost work timeEventually showed upI ask you to please read the full details on it on my original complaint here to get clarification.Incorrect Information:Your independent contractor did not replace the fan motor on January 3, He did not replace anythingHe just opened things up and says nothing is wrong.I do maintain and take care of my air filter timelyYour contractor took out the air filter and it was not extremely dirtyHe says he won’t put it back onThat is OK by meI did not ask your contractor to replace the dirty air filterI simply said I’ll provide a new one and lets just put it back onHe didn’t want to put it because he says it doesn’t belong there even though the system’s sticker says it does.Correct Information:Later on Jan I found water all over the place where the furnace is and it was from one of the pipes or something the contractor opened and/or brokeI didn’t ask to come damage my propertyI called Jan and to report the problem and on Jan I was told I’d get a call from the contractor to come fix the issues within hours.Didn’t Follow Through:It is Jan and I didn’t get any contractor to come fix the issueQuestion:2-failed to follow through on your promisesI made the premium so that I get peace of mind in exchange for my moneyYou failed to do thatYou are forcing me to come to this conclusion because of your actionsWhy would I only get a pro rata refund? You mentioned my service fee has been refundedIt will take approximately to business days to receive the checkIs it the $you are referring to?On Jan 10, I notified contractor hasn’t showed up to fix the issue and on Jan 11, I have a voicemail that says a contractor will show upNo show still, I’d need a different contractor to come address the issueI’ll call 2-back today to get another escalationThank you Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ The Office of the President at [redacted] VI ("***") is in receipt of your inquiry submitted under case number by [redacted] We have located your [redacted] Agreement ("Agreement") and applicable claimsThank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Ms [redacted] may have experienced during the claim handling process [redacted] strives to provide fast, reliable service and anything less is unacceptableWe do acknowledge that you should have been offered out of network service contractor procedures on [redacted] 12, after it was determined that Live Electric would not be providing service to this property We regret that we did not have an alternate electrician in our list of preferred service vendors to service the areaWhile [redacted] makes every attempt to have coverage for every trade in a region, sometimes this is not possiblePer section C-of your Agreement: "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 and call us for prior authorization to perform serviceYour service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements." [redacted] has also reviewed information submitted by Ms [redacted] for the repairs to the air conditioning systemThe invoices submitted state that on [redacted] 13, the service contractor Air Around the Clock removed the evaporator coil and drain pan and charged $at that timeThis contractor also replaced a control board for the outdoor condensing unit on the 18th of MayAt that time, they charged $for the repairsWhile we do not have a dedicated invoice, Ms***'s complaint indicates that the evaporator coil was also replaced for $total on an unspecified date We regret that the work performed on these dates are not eligible for coverage [redacted] was not notified of these repairs until [redacted] 20, 2015, after the repairs had been completedPer section C-of the Agreement: "We will not pay for any services performed without our prior authorizationNotice of the problem must be received by us during the service period." While we do acknowledge that Ms [redacted] did experience difficulty due to a lack of electrical service contractors able to perform repairs, [redacted] does have multiple HVAC contractors in Ms***'s areaThey would have been able to offer professional service in a timely manner had [redacted] been notified of the failure We apologize that we are not able to be of further assistanceWe do appreciate Ms [redacted] for bringing your concerns to our attention so we may review the matter further Sincerely, [redacted] Office of the President [redacted] VI Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response the electricianThat was very frustrating as they should have informed me at the beginning that this would be out of network since they did not have adequate contractorsThe first services on the AC were not reported until after work was performedWhile I would appreciate consideration for that, I do not expect paymentThe 3rd interaction for the AC was handled as I was instructedI called prior to having the work performedI submitted the estimate as requestedI received no response for at least hours and went forward with the workI only received a response after hours when I called to find out why I did not receive informationThat estimate was for $I was told the estimate had to be sent to them before the work performed, which is what I didWhen I called that Friday (after hours) I was told that the estimate went to the wrong email (that was the email that had been provided)I think it is really bad practice to give instructions then have the customer feel like they are a "bad customer" because the customer care people followed their procedures to the letterIt appears that this organization doesn't have adequate coverage and then the home owner is not sure when or what should be done It would satisfy me if they acknowledged and reimbursed me for the $invoice for work that I did try to follow their procedures but received no acknowledgment Final Consumer Response / [redacted] (4200, 11, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree the work was completed the day after the request was placedI was informed at the time that would be OK as long as I sent the estimate prior to the workthe agreement said they needed hours to respondI waited the hours to actually have the work completedI was told days later that I sent the authorization to a wrong email even though that was the email that I had been providedI feel this company and this warranty is a scam Final Business Response / [redacted] (4000, 13, 2015/07/11) */ The Office of the President is in receipt of the rebuttal submitted by [redacted] ***We would refer [redacted] to our previous responses in which we advised of our procedures and why the repairs were not eligible for coverage Sincerely, [redacted] Office of the President [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] Update: [redacted] technician came over on Friday morning to check on my dishwasher Turned out my dishwasher IS operating normally, it's the confusion of how to operate it caused the problem This dishwasher is very different from the one I have in my other residency This one does not have a Power button, and no cycle indicator screen When I pressed the Start button, it didn’t seem doing anything except that the light on “Normal” wash cycle turned green So I pressed the Start button again, and this time I can hear the sound of water running inside, that made me thinking the first time pressing the button just selected the cycle and press again would actually run it I didn’t realize that for this dishwasher, it took a few minutes to actually start to hear the water running inside, by pressing the button twice, I actually canceled the cycle and the noise I heard was just the dishwasher going through the water draining process and then it stops I wish the technician from the previous company would have taken time to explain all this to me, then all this trouble could have been avoidedAnyway, I applaud 2-Home Warranty for taking time to review my complaint and acted quickly to address my problem And I am very impressed with the professional conduct by [redacted] technicians, I really wished they were sent to service my dishwasher from the beginningI am very satisfied with the end result
Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ 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 [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claims handling processOur records indicate that the independent service contractor contacted HBWVA with a diagnosis on June 11, 2015, days after the service appointmentHBWVA strives to provide fast, reliable service and anything less is unacceptableWe will have this evaluated internally We also apologize if the service contractor charged two service feesIn order to reimburse Mr [redacted] for the second service fee that was paid, we request you email a copy of the invoices verifying that this occurredThis may be emailed to [redacted] @2-10.com or sent via fax to With this said, we do regret that Mr [redacted] 's claim is not eligible for coverage and HBWVA will not be reimbursing for any costs associated with repairing the dishwasherThe contractor stated that the dishwasher's interior lining is pitted and needs to be replacedInterior lining is only eligible when the Supreme Protection option is purchased under a Buyer's AgreementMr [redacted] has a Seller's Agreement, which does not provide the option of purchasing Supreme ProtectionThus, the failure is not eligible for coverage for sellers We would like to thank Mr [redacted] for bringing this to our attention, as we do take these matters seriouslyWe have verified that the failures to the dishwasher are not eligible for coverage Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of Virginia, Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were never told that the liner was "pitted" by the contractorThe problem stated to us that the door gasket needed to be replaced and he was unable to complete that taskThe new issue that isn't covered was only bright up after the contractor became unreachable for two weeks and we raised a huge stinkLeading us to believe that this uncovered issue was falsely reported so the work did not have to be completedThe contractor already ordered and picked up the required parts to make the repairsIf the issue was truly an uncovered problem he would not have been able to order and pick up the parts Final Consumer Response / [redacted] (4200, 11, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have replaced the dishwasherYou are useless as a companyWe will ensure all knows of your lack of professionalismEnjoy sleeping at night Final Business Response / [redacted] (4000, 13, 2015/07/30) */ The Office of the President at Home Buyers Resale Warranty Corporation would like to thank [redacted] for providing us with this updateShould [redacted] have any further questions about why his claim was not eligible for coverage he may refer to our previous responses or contact our company at any time by calling our 24/customer service at telephone number [redacted] Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: Why would I allow the people who messed up my whole system and duct work come back out to "fix" what they messed up? They had been at my house no less than timesEither had the wrong part, or had to fix this etcIt took all winter for my heater to be fixed and now it's taking all summer for my air to workI have estimates stating that everything has to be replacedEverything was the same name brand and fit perfectly in the attic like it was supposed toYet, you send different name brand parts that were too big, so they broke off my duct work and now only one side of my house stays coolI'm not sure what they did to my outside unit, but I have wires hanging out and copper that is too small$1,wouldn't even put a dent into what it's going to cost to fix your mess upsEven if I did allow you to send your contractors out here, it would still cost them no less than $7,to fix itI have already contacted an attorney and you will hearing from them shortly 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 air conditioning claimThank you for the opportunity to review and respond Our records indicate on June 10, 2016, [redacted] reported there was no air flow from the ventsIndependent service contractor, Climate Design was sent a dispatch to schedule with [redacted] ***However, Climate Design did not contact HBRWC that they were not going to accept the dispatchThis notice from the Revdex.com alerted us that [redacted] had not received serviceThere were numerous attempts to get a hold of Climate Design without any responseA representative contacted [redacted] and explained we are attempting to locate another contractorUnfortunately it was Friday and most of the contractors were bookedDue to the temperatures in the area, the independent service contractors were experiencing an unusually high call volume and were not able to provide same-day or next-day serviceAt the same time, the first heat wave of the year can create higher than wait time in the call center A representative contacted [redacted] on Monday, June 20, He had the repairs made to his air conditionerHe forwarded the invoice and was reimbursed the full amountHis contractor reported some improper previous repairs that were done by the independent service Climate Design [redacted] ***’s complaint of improper previous repair and not responding to the service call on Climate Design was passed along to our contractor relations department to investigate and address the contractor 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 June 19, 2017, [redacted] reported online his ac is not coolingThe independent contractor, [redacted] was dispatched to the property to evaluate the ac furtherThere were numerous attempts to get the diagnosis from [redacted] On July 6, 2017, a representative was able to acquire the diagnostics [redacted] found the ac is leaking refrigerant at the evaporator coilThey were authorized to replace the evaporator coil We do apologize for any inconvenience and delays caused by [redacted] A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceWhen there is a heat wave in the area, the independent network contractor’s will experience a high volume of calls and do not always respond in the time allottedAs explained 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.” [redacted] has been sent to our contractor relations department as they did not respond, did not provide us or the customer with updates in a timely manner HBRWC is committed to providing superior home warranty protection and customer service [redacted] concerns enables us to make corrections and continue to improve our serviceWe value his business and we look forward to serving her 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 June 17, 2016, [redacted] reported his air conditioner would not turn off Independent service contractor, Royal Air was dispatched to the home [redacted] called in on July 4, wanting status and showing his dissatisfaction with the contractor for trying to sell him a new system [redacted] decided to use an out of network contractor to make a repair We acknowledge and apologize for the contractor behaviorHBRWC finds there approach to upsell a new system without our knowledge or diagnostics unprofessionalA stern criteria of the independent contractors we use is to provide our customers reliable and professional serviceThis information has been passed along to our contractor relations department to investigate and address the contractorAs a goodwill gesture, [redacted] ’ $service fee has been refundedWe request he allow approxbusiness days to receive the refund 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 rebuttal submitted by Mr [redacted] Thank you for the opportunity to review further Below is the attached proposal that Mr [redacted] has submitted by his contractor Barbiaux Heating & Air dated 11/27/16: “The installation of a new Well Mclain 175,83% AFUE Gas boiler, We also will replace a supporting components to include Shut off valves at all appropriate points, filltrol expansion tank, pressure reducing auto fill water feeder, relief valve, pressure gauge circulator pump all flu pipe, new gas line and shut off, and any other materials that will be needed to finish the job When I came to service boiler Nationgas boiler no400-T input 180,btuh it was leaking from numerous points, it was also over firingIt was leaking from component pressure relief valve, automatic water feeder valve and the boiler drain, all which can be replaced however it is also leaking in one section of the water heat exchanger which cannot be replacedIt is caused from the over firing of the unit and age.” His contractor reports the failures are caused “from the over firing of the unit and age.” No blame is placed on [redacted] ***Regardless, we would refer Mr [redacted] to our previous response in which we indicated the $1,claim maximum for his boiler has been reached (maxed out)There are no further funds to go toward the boilerOur contractual obligation for the boiler ends when the claim maximum has been reachedThe buyout check that he accepted as a full and final settlement can be put toward the replacement of a new boilerWe are understanding of Mr [redacted] situation but this 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 replace responsibility of homeownershipWe suggest Mr [redacted] do what he needs to do, to restore heat in his home HBRWC would again like to point out that Mr [redacted] ’s Agreement does not provide for compensation due to alleged damages that may have been caused by the independent contractorPer B-5; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” Even if it was proven the independent contractor caused the damages, B-would still applyAn independent contractor is responsible for their own workmanship regardless if HBRWC dispatched them to the residenceThis is why we make sure all of the independent service contractors we “contract with on pricing” are licensed and insuredAny dispute Mr [redacted] has, would be with the Independent service contractor and their insurance company, [redacted] and not HBRWC The rebuttal provides no additional informationHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementHBRWC’s decision is finalWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: While it is stated here and via email that Home Warranty has agreed to replacement of the system, I have not yet been contacted by any contractor to either notify me, or set an appointment It has been days since I was notified that they would be replacing the systemIt has now been exactly days since I placed the original warranty claim, days without AC Due to this I can not yet accept the response as I am still sitting in an un-airconditioned home Interestingly enough I have had payments for the home warranty ($each payment) come out of my checking account during this time period, without one bit of delay 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 Our records indicate on February 11, [redacted] reported condensation coming from the unit Independent service contractor, [redacted] was dispatched to the home and reported online they replaced a railOn June 24, 2016, Mrs [redacted] reported when ***’s tech came out last time, she has not been able to close the door all the wayThe independent contractor [redacted] was dispatchedThey had not reported their findings and Mrs [redacted] would prefer another contractorOn July 27, [redacted] was sent a dispatchOn August 4, 2016, we received an email from ***: “Dear Home Buyers Warranty, Thank you for contacting ***; we appreciate the opportunity to service our customerAt this time we were unsuccessful in making contact with our customer after two attempts and we were unable to leave a voicemailWe will not be making any additional attempts to this customerIf possible, please provide an alternate phone number to contact our customer and we will be happy to make another attempt.” A supervisor is assigned to this caseHe called [redacted] and left a voice messageHe placed a call to Mrs [redacted] and discussed her refrigerator claimThere are no parts orders thru HBW at this time (many times the contractor supplies)The supervisor had the contractor relations department contact [redacted] *They went back out on Wednesday 8/24/and found after they replaced the defrost thermostat, the technician realized that the main board needs to be replacedThe Board has been orderedIf Mrs [redacted] still has any questions after the repair is made, she has the direct contact information with the supervisor she has been working with We regret that we will not be offering any compensation for the consequential water damageIf she would please refer to her Agreement, Section B-which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” All of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCIf Mrs [redacted] feels that the independent service contractor, [redacted] caused the door not to close all the way causing the unit to leak, her dispute for the water damage is with them and not HBRWCThis is one of the reason we make sure all of the independent contractors we “contract with on pricing” are licensed and insured HBRWC apologizes to Mrs [redacted] for the experience she has had concerning her hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe 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 serviceWe look forward to servicing her future 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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on December 11, 2016, Mr [redacted] reported online his water heater is not producing hot waterThe independent contractor [redacted] was dispatched to the home and reported “the gas valve is blinking and the code is calling for a new burner kit to fix this” The contractor was authorized to replace the gas valveThe contractor did not have the part # and was to call backOn December 15, 2016, the contractor told us he could not locate the part and wanted to replace the water heaterOur parts department found that the water heater was manufactured in and the part was still under manufactures warrantyThe contractor was advised he can swap the part out under manufactures warranty and they agreedOn July 16, Mrs [redacted] called requesting another contractorShe felt [redacted] was purposely delaying the claim [redacted] was sent to our contractor relations department to investigate and addressedThe independent contractor [redacted] was dispatched and reported they did could not find any failuresThere were no longer any error codes and the water heater is working as it shouldThe water heater apparently just need to be resetA representative of this department called and spoke to Mrs***She confirmed the water heater is working We do acknowledge the contractor [redacted] had unnecessarily delayed this claim by not following through after their initial diagnosticsHBRWC would like to apologize for the inconvenience Mr [redacted] may have experienced due to the delayWe value his business and we look forward to serving his 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 inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 28, 2018, Ms [redacted] called in and advised she had not heard from the contractor to scheduleThe independent contractor, [redacted] was then dispatched and a scheduled appointment was set for December 7, On December 20, 2017, [redacted] reported the cold control of the refrigerator no longer works and needs to be replaced [redacted] was authorized to make the repairOn December 28, Ms [redacted] called as she has been waiting a couple of weeks for the repair and she had not heard from EliteThe representative contacted [redacted] and he did advise the part was in and he will schedule an appointment for later that dayWhen [redacted] was questioned about the delay, he explained Ms [redacted] went out of town, he left a message and had never heard back from her On January 14, 2017, Ms [redacted] called in and advised [redacted] still has not completed the workThe representative left a voice message with [redacted] as to the status and refunded Ms [redacted] her service feeOn January 15, 2017, a representative in the escalations division contacted [redacted] to discuss when the part will be installed and why the delay on installing the partThe office personal advised the appointment was set for late December but Ms [redacted] went out of town and then they missed an appointment when she got backThe technician will be out January 18, to install the partOn January 19, 2018, a representative contacted Ms [redacted] to see if the repairs were completedShe advised that the part was replaced but the refrigerator is still not fixedThe representative set up a new contractor to visit the home the next dayThe contractor reported the system is low on refrigerant and they do not work on sealed systemsSealed system repairs are usually costly and since there has been no resolution, a representative offered a comparable replacement or the equivalent cash buyout to Ms [redacted] Ms [redacted] accepted the replacement refrigerator 2-HBW apologizes to Ms [redacted] if she was dissatisfied with [redacted] performance while assisting with the serviceOur notes do not reflect all the scheduling conflicts that occurred between [redacted] and Ms [redacted] All of the contractors that are utilized by 2-HBW are independently owned and operatedThey are not employees of 2-HBWA stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceWhen a customer has concerns about a contractors performance, the contractor is sent to our contractor relations department to review and address the contractorThis will be reviewed further internally Ms [redacted] is requesting in her desired settlement a refund of the monthly payments she made since she has been without a refrigerator and for the cost she spent eating out every day for a total of $Ms [redacted] ’s service fee was reimbursedAs stated in the Agreement under the Terms & Conditions; B-9; “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.” As such, we regret we will not offer any compensation as we are not liable for such expenses2-HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement 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 July 11, 2016, [redacted] reported his downstairs air conditioner is not coolingIndependent contractor, [redacted] was dispatched and reported he could not find anything wrong with the systemThere was a search for another contractor but at the time of the requested service, our in-network service contractors were booked and would not be able to service in a timely mannerA representative offered to continue looking for a contractor or he could contact his own out-of-network service contactorWe were able to locate an independent contractor, [redacted] that could serviceThey reported they found the evaporator coil leakingThe contractor was authorized to replace the coil and the coil was orderedOn August 3, 2016, Mr [redacted] called in on the statusThe supplier was contacted and it was found that there was a glitch in the suppliers system and the evaporator coil was not orderedThe supplier would not be able expedite the partA representative called the contractor and requested they supply the part and they were approved to supply the coil [redacted] reported the work was complete on August 5, HBRWC apologizes to [redacted] for the experience he has had concerning his experience with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than call volume in the call centerWe have increased our staff due to the ongoing heat waveThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersA supervisor called Mr [redacted] and received a voice mailA message was left to confirm the system is now up and running and an apology on behalf of HBRWC for the inconvenience caused to him and his wifeWe regret we will not be able to refund Mr [redacted] a full refund of his warranty pursuant to the Agreement under the Terms & Conditions E-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the [redacted] at [redacted] Corporation is in receipt of the inquiry submitted under Complaint ID [redacted] by [redacted] *** We have located Ms***’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 Ms [redacted] may have experienced during the claim handling process Our records indicate that on December 14, Ms [redacted] contacted [redacted] attempting to place a claim for her faucet Faucets are only eligible for coverage when the [redacted] Option is purchased, an option that was not selected when the new warranty was emailed to *** Since the coverage was not purchased, it was not possible to place a claim at that timeUpon receipt of the payment for the Agreement, it was confirmed that [redacted] was supposed to be selected for this home, even though it was not listed on the paperwork that [redacted] received At that point it was possible to place a faucet claim for Ms*** [redacted] did agree to waive Ms***’s service fee per his request and this was not paid to [redacted] at the time of service On December 20, Ms [redacted] placed a claim for her faucet On December 21, the independent contractor [redacted] advised that there was no mechanical failure to the faucet, but rather than the handle needed to turned with more forceOur records do show that Ms [redacted] should have received an automatic message to the email address [redacted] We will review internally with our IT department to attempt to determine why this did not occur We apologize for the inconvenience this caused[redacted] would like to thank Ms [redacted] for bringing her concerns to our attention so we may evaluate the matter further We look forward to serving her future warranty needs.Sincerely, [redacted] Office of the [redacted] 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 Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective March 16, and applicable claimThank you for the opportunity to review and respond Our records indicate on March 29, 2018, Ms [redacted] reported her heat pump stays on and blows cold airThe independent contractor, [redacted] was dispatched to the property and reported the outdoor condenser coil is dirty, the fins are folded over and the indoor evaporator coil is dirtyThe technician recommended the system be cleaned and maintained as the lack of cleaning is preventing the heat pump from extracting heatOtherwise the technician found no mechanical failure (nothing to fix) on the heat pump If Ms [redacted] would please refer to her Agreement, at the beginning of the Terms & Conditions “We provide service for covered systems and/or appliances: that do not perform their primary function due to wear and tear”This means there must be a mechanical failure to the heat pump to be eligible for coverageB-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” In addition, B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” This means Ms [redacted] is responsible for cleaning and maintaining her heat pump as there is no coverage under the AgreementWe regret that we cannot be of further assistance in this regard A representative has spoken to Ms [redacted] and she advised that she contacted her own contractorHer contractor advised her it does not need to be cleaned but replaced because it is oldThe representative advised that if there is no mechanical failure found, it is not eligible for coverage Ms [redacted] will be calling the representative back with her contractor’s contact information2-HBW does not replace a piece of equipment solely due to agePlease understand that this would be cost prohibitive if we were to replace HVAC equipment just based on ageWe do work hard at keeping our rates affordable for all homeownersIf we were to do this, our rates for coverage would not be competitive We respectfully disagree with what the contractor told Ms [redacted] concerning purposely not covering claimsThis is an incorrect statement that we do not take lightly2-HBW takes pride as a Warranty companyWe were established in and have covered over million new and pre-owned homesLike any contract, we fulfill our obligations as specified in the Terms and Conditions of the AgreementThe independent contractors are the face of 2-HBW [redacted] has been sent to our contractor relations department to investigate and address the contractor’s unprofessionalism as they are not living up to our expectations We apologize in advance to Ms [redacted] , if any of our customer service representative(s) were being rude and she feels she did not receive the quality service that she expected2-HBW is committed to providing superior home warranty protection and customer serviceHer feedback allows our company to serve our customers betterWe will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate that they are refunding the fee for my service call 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 Our records indicate on July 2, 2016, [redacted] reported his air conditioner is not blowing cold air Independent service contractor, [redacted] was dispatched to the home and reported the blower motor is seized, heat exchanger cracked and the evap coil is leakingThe contractor reported Mr [redacted] was interested in a buyoutAn inquiry needed to be done to determine if we were going to repair or replaceIt was determined we were going to replace and an email was sent to Mr [redacted] on July 15, Mr [redacted] acknowledged he received the email of the buyout amount from HBRWCIt was not until July 28, 2016, when Mr [redacted] advised he would like to move forward with the replacement and he accepted the out of pocket costs of $ We do apologize if there was miscommunicationPerhaps the representative who had emailed his options to him on July 15, should have been clear to contact HBRWC directly on his decision and not the independent service contractorA representative of this department has contacted Mr [redacted] and this matter of the duct modification has been settled HBRWC also apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe 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
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ November 23, Case # XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on November 9, Thank you for the opportunity to review and respond We apologize for any frustration or inconvenience Mr [redacted] may have experienced during the service request handling processOur records indicate Mr [redacted] called in to the Direct Sales Department to add the Deluxe Appliance option on August 8, As specified in Mr [redacted] 's Limited Home Service Agreement ("Agreement"), each appliance located in the primary kitchen has a specified dollar limit of $for repairs or replacement The purchase of the Deluxe Appliance option removes the dollar limit and is useful in the instance the repair or replacement would exceed the $limitThis is explained in the Agreement as shown under the Eligible Equipment, Kitchen Appliances, Limitations: "All kitchen appliances are limited to $per contract year per appliancePurchase of the Deluxe Appliance Coverage option removes this limitation." Comparatively, the Supreme Protection option was not purchased and is unable to be added as the 30-day grace period after the Agreement's effective date of July 16, has been exceededThe ice maker is not covered without the Supreme Protection optionAfter careful review, we regret that we have verified Mr [redacted] selected Deluxe Appliance instead of Supreme Protection, and that this was not a clerical error on the part of HBRWCAs such, we are unable to honor the request to cover the ice maker We thank Mr [redacted] for his understanding concerning this matterWe do take these matters very seriously and we appreciate him bringing these concerns to our attention so we may review furtherWhile we were not able to offer coverage for the failed icemaker we do look forward to serving any future warranty needs that Mr [redacted] may have Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The deluxe coverage was the only coverage that was offered to meThe exclusions were not explained, and supreme coverage was not offered, If I had known the difference, I would have opted for the supreme coverage because I know that ice makers and water dispensers are common problems with refrigeratorsFor these reasons, it is fair and right for your company to cover the ice make repair Final Business Response / [redacted] (4000, 9, 2015/12/17) */ The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Mr [redacted] We would refer Mr [redacted] to our previous response in which we advised that he did not purchase the coverage necessary for this claim to be eligibleEven if Mr [redacted] was not aware of the Supreme Protection option at the time of purchase, he had days to add coverageAs such, he had opportunities to review his coverage via our company's website and the copy of the Service Agreement which was mailed to himWe apologize that we are not able to be of further assistance in this matter, however, it has been verified that his claim is not eligible for coverage 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 [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 1, 2016, [redacted] reported; “Water leaking and pooling when washer drains Leak is from pipe, not the washer itself.” The independent contractor, [redacted] was dispatched and found the external washer drain was brokenThe pipe needs to be plumbed with feet of pipe with a p-trap.” The technician did not report this was a concealed plumbing claim or that he cut drywallA representative of this department contacted the contractor to get more informationThe technician no longer works with the company and the ticket does not show a cut in the drywallThe representative contacted [redacted] ; he was kind enough to send a photo of the cutFrom the photo, it was evident that the technician did make the drywall hole as the p-trap that he replaced was at the hole [redacted] has accepted a cash payout offer for the drywall hole and found the settlement satisfactory We do apologize for any frustration or inconvenience 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, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: I need further clarification and wanted to respondBelow is my response that needs to get addressedHi,You record that shows I reported an unusual noise on my furnace on January 1, is correctI needed someone to check it out.Clarified Information:Your independent contractor, [redacted] ***, missed 1ST appointment on Jan then on Jan no show during the appointment slotMade me wait entire dayLost work timeEventually showed upI ask you to please read the full details on it on my original complaint here to get clarification.Incorrect Information:Your independent contractor did not replace the fan motor on January 3, He did not replace anythingHe just opened things up and says nothing is wrong.I do maintain and take care of my air filter timelyYour contractor took out the air filter and it was not extremely dirtyHe says he won’t put it back onThat is OK by meI did not ask your contractor to replace the dirty air filterI simply said I’ll provide a new one and lets just put it back onHe didn’t want to put it because he says it doesn’t belong there even though the system’s sticker says it does.Correct Information:Later on Jan I found water all over the place where the furnace is and it was from one of the pipes or something the contractor opened and/or brokeI didn’t ask to come damage my propertyI called Jan and to report the problem and on Jan I was told I’d get a call from the contractor to come fix the issues within hours.Didn’t Follow Through:It is Jan and I didn’t get any contractor to come fix the issueQuestion:2-failed to follow through on your promisesI made the premium so that I get peace of mind in exchange for my moneyYou failed to do thatYou are forcing me to come to this conclusion because of your actionsWhy would I only get a pro rata refund? You mentioned my service fee has been refundedIt will take approximately to business days to receive the checkIs it the $you are referring to?On Jan 10, I notified contractor hasn’t showed up to fix the issue and on Jan 11, I have a voicemail that says a contractor will show upNo show still, I’d need a different contractor to come address the issueI’ll call 2-back today to get another escalationThank you Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ The Office of the President at [redacted] VI ("***") is in receipt of your inquiry submitted under case number by [redacted] We have located your [redacted] Agreement ("Agreement") and applicable claimsThank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Ms [redacted] may have experienced during the claim handling process [redacted] strives to provide fast, reliable service and anything less is unacceptableWe do acknowledge that you should have been offered out of network service contractor procedures on [redacted] 12, after it was determined that Live Electric would not be providing service to this property We regret that we did not have an alternate electrician in our list of preferred service vendors to service the areaWhile [redacted] makes every attempt to have coverage for every trade in a region, sometimes this is not possiblePer section C-of your Agreement: "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 and call us for prior authorization to perform serviceYour service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements." [redacted] has also reviewed information submitted by Ms [redacted] for the repairs to the air conditioning systemThe invoices submitted state that on [redacted] 13, the service contractor Air Around the Clock removed the evaporator coil and drain pan and charged $at that timeThis contractor also replaced a control board for the outdoor condensing unit on the 18th of MayAt that time, they charged $for the repairsWhile we do not have a dedicated invoice, Ms***'s complaint indicates that the evaporator coil was also replaced for $total on an unspecified date We regret that the work performed on these dates are not eligible for coverage [redacted] was not notified of these repairs until [redacted] 20, 2015, after the repairs had been completedPer section C-of the Agreement: "We will not pay for any services performed without our prior authorizationNotice of the problem must be received by us during the service period." While we do acknowledge that Ms [redacted] did experience difficulty due to a lack of electrical service contractors able to perform repairs, [redacted] does have multiple HVAC contractors in Ms***'s areaThey would have been able to offer professional service in a timely manner had [redacted] been notified of the failure We apologize that we are not able to be of further assistanceWe do appreciate Ms [redacted] for bringing your concerns to our attention so we may review the matter further Sincerely, [redacted] Office of the President [redacted] VI Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response the electricianThat was very frustrating as they should have informed me at the beginning that this would be out of network since they did not have adequate contractorsThe first services on the AC were not reported until after work was performedWhile I would appreciate consideration for that, I do not expect paymentThe 3rd interaction for the AC was handled as I was instructedI called prior to having the work performedI submitted the estimate as requestedI received no response for at least hours and went forward with the workI only received a response after hours when I called to find out why I did not receive informationThat estimate was for $I was told the estimate had to be sent to them before the work performed, which is what I didWhen I called that Friday (after hours) I was told that the estimate went to the wrong email (that was the email that had been provided)I think it is really bad practice to give instructions then have the customer feel like they are a "bad customer" because the customer care people followed their procedures to the letterIt appears that this organization doesn't have adequate coverage and then the home owner is not sure when or what should be done It would satisfy me if they acknowledged and reimbursed me for the $invoice for work that I did try to follow their procedures but received no acknowledgment Final Consumer Response / [redacted] (4200, 11, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree the work was completed the day after the request was placedI was informed at the time that would be OK as long as I sent the estimate prior to the workthe agreement said they needed hours to respondI waited the hours to actually have the work completedI was told days later that I sent the authorization to a wrong email even though that was the email that I had been providedI feel this company and this warranty is a scam Final Business Response / [redacted] (4000, 13, 2015/07/11) */ The Office of the President is in receipt of the rebuttal submitted by [redacted] ***We would refer [redacted] to our previous responses in which we advised of our procedures and why the repairs were not eligible for coverage Sincerely, [redacted] Office of the President [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] Update: [redacted] technician came over on Friday morning to check on my dishwasher Turned out my dishwasher IS operating normally, it's the confusion of how to operate it caused the problem This dishwasher is very different from the one I have in my other residency This one does not have a Power button, and no cycle indicator screen When I pressed the Start button, it didn’t seem doing anything except that the light on “Normal” wash cycle turned green So I pressed the Start button again, and this time I can hear the sound of water running inside, that made me thinking the first time pressing the button just selected the cycle and press again would actually run it I didn’t realize that for this dishwasher, it took a few minutes to actually start to hear the water running inside, by pressing the button twice, I actually canceled the cycle and the noise I heard was just the dishwasher going through the water draining process and then it stops I wish the technician from the previous company would have taken time to explain all this to me, then all this trouble could have been avoidedAnyway, I applaud 2-Home Warranty for taking time to review my complaint and acted quickly to address my problem And I am very impressed with the professional conduct by [redacted] technicians, I really wished they were sent to service my dishwasher from the beginningI am very satisfied with the end result