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 Coverage is determined only after a contractors complete diagnostics is received and not beforeOur records indicate on July 22, 2017, [redacted] reported her entire house is backing up [redacted] ’ contractor reported “the cap is stuck in the sewer lineThe pipe is not brokenThe sewer line is deep, and has to be dug out, got in there to replace piping to remove cap stuck in line.” Ms [redacted] ’s is looking for a better explanation as to why her claim is not eligible for coverageIf [redacted] would please refer to her Agreement under the Plumbing section“INCLUDED: Water, drain, waste or vent pipe leaks or breaks”This means we only offer coverage for leaks and breaks in the pipeThe sewer pipe was not leaking and the pipe was not broken and therefore the sewer pipe is not eligible for coverage In addition, also under the Plumbing section “INCLUDED: Drain line stoppages that can be cleared with a standard sewer cable”The cap was the cause of the stoppage and it could not be cleared/removed with a standard sewer cableSince the cable could not remove the stoppage, the removal of the stoppage/cap is not eligible for coverage Another words, HBRWC will not offer coverage to replace/repair pipes that are not leaking and we will not offer coverage to replace, cut or open pipes due to restrictions We apologize in advance to [redacted] , for her customer service experienceThis matter is being investigated internallyWe do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/10/31) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] ***We have located Ms***'s Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We apologize for any frustration of inconvenience that Ms [redacted] may have experienced during the [redacted] handling processHBRWC strives to provide fast, professional service and anything less is unacceptableWe will have Ms***'s concerns reviewed further internally We regret we will not be offering to reimburse the cost of her Agreement or the service fees that she paid for the claims placedPage three of Ms***'s Agreement explains that a service fee is due for each service request that is placedSimilarly, section F-of her Agreement states, "If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charges and a $processing fee." If Ms [redacted] wishes to cancel her Agreement she may email [redacted] @2-10.com and provide written confirmation of that request HBRWC received the invoice for the air conditioning repairs on October 12, The $check that Ms [redacted] references was authorized issued on October 15, and sent via priority mailShe should have received this check by this timeHBRWC initially requested this invoice on June 26, 2015, but regret it was not received until the 21st of September, at which point it was reviewed with HBRWC's day time periodWe appreciate her patience with this matter We disagree with Ms***'s statement that her Plumbing claim was not treated as an emergencyThis claim was set as an emergency and HBRWC attempted to locate a contractor who could service over the weekendWe would note that Ms***'s Agreement does not guarantee that HBRWC can offer same day service but does state on page three that, "In cases of emergency, we will expedite service and attempt to initiate service within hours." We also apologize for the delay that occurred with Ms***'s refrigeratorOur records indicate that the independent service contractor reported that the fan motor required replacementThis part was ordered and received by the service contractor, but there was a delay after the contractor did not contact Ms [redacted] to schedule a repair timeWe will address this with the contractor and evaluate their relationship with HBRWC in the future Again we apologize for the inconvenience that Ms [redacted] experiencedWe appreciate her bringing these concerns to our attention and we will be reviewing this further due to the difficulty that she experienced Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) After countless hours of online research after hours of conversation and being on hold with 2-Home Buyers Warranty, my complaint is the same as so many others in that NO resolution occurs, there is NO sense of urgency, and there is NO ONE to respond to issues with customersThis is an ONGOING problem with this companyIn addition, their dates and timelines are completely inaccurateMy original request for the HVAC reimbursement was on 7/31/and they magically never receive itI refaxed over on 9/18/and was told on separate occasions that it was being REVIEWED(Fax documentation attached) The fact 2-says it was received on 10/and a check went out immediately on 10/for $is a straight lieIf they were this proactive with all claims and conversations I had with them, none of this would have been an issueAs far as the plumbing issue, even though it was "noted" as an emergency, they provided no resolution to get anyone to my houseWhat is the point of noting an issue as an emergency if the problem is not going to be dealt with, especially concerning a plumbing leak when someone has a HOME OWNERS WARRANTY? Lastly, the statement reading "We will address this with the contractor and evaluate their relationship with HBRWC in the future." does not help me at all as the customerAfter almost weeks of unanswered calls and the run around, when the contractor came to finally fix my refrigerator, he actually left the box with the PRIORITY overnight ship date of 9/18/which means he had the parts on hand since the morning of 9/19/They finally came to my house 10/7/to fix my refrigerator and install the parts they had for OVER 2-1/weeksThese are the facts with documentation to support my claims attachedI will drop my request to $reimbursement to close out this issue and part ways with 2-Home Buyers WarrantyBusinesses should not be able to give information, not provide the services clients pay for and be able to get away with this pathetic way of doing businessTotally unacceptable Final Consumer Response / [redacted] (4200, 11, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) While it is true that I received a reimbursement check back for the $from the July claim only after I filed the complaint with Revdex.com and for a problem that 2-could not fix after service calls, none of the other issues have been addressedWhile they claim they have a reimbursement that is pro-rated, you can see from my attached documentation that I have requested this and was given a response that NOTHING would be refunded or pro-rated even though I have months remaining in my agreementThat makes no sense to me and totally goes against what their policy statesSupposedly, the email was forwarded on to the Office of the President and will take another days to review but my guess is that I will not get a response because that is typical protocol for 2-I am still amazed this company can stay in business while treating customers the way they do and the numerous complaints filedI believe it is the real estate brokers that are adding in the "Home Buyers Warranty" to assure new buyers that they have some sort of coverage when purchasing a new home (or an older home that has been remodeled in my case)The problem is when it comes time for a claim, 2-Home Buyers Warranty Company has a minimal amount of coverage and then gives buyers the run aroundI have spent countless hours with phone calls and emails and at this point, I am looking for half of my contract reimbursement and I will go awayThat is what I am requesting Final Business Response / [redacted] (4000, 13, 2015/12/09) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms***Thank you for the opportunity to review further After further review, HBRWC has verified with our Accounting department that there is no remaining pro rata balance remaining for Ms***'s Limited Home Service AgreementTo date, HBRWC has paid a total of $over five claims placedThis $is higher than the cost paid for the Agreement ($479), and thus there is not a balance remaining to refundWe apologize we are not able to be of further assistance with this matter Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 6, 2015/11/25) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number 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 As a gesture of goodwill, HBRWC agrees to Mr [redacted] 's request for reimbursement of $for the replacement of his sump pumpOur records indicate that Mr [redacted] first placed his claim the evening of November 4, through our websiteThe next day, an independent service contractor [redacted] & [redacted] left a message for Mr [redacted] attempting to schedule a time for repairsThis was within the timeframes set forth on page three of his Agreement when it states, "A service contractor will schedule a time during business hours to diagnose and repair your covered item." With this said, there are circumstances that HBRWC defines are emergenciesPage three of Mr [redacted] 's Agreement continues by advising that, "In cases of emergency, we will expedite service and attempt to initiate service within hoursAn emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety." For this reason, HBRWC would recommend in the future that Mr [redacted] consider calling our company at if he feels that he requires sooner serviceHBRWC has customer service representatives available 24/7, and this can help alert us more quickly so we can immediately being to search for a contractor who can service after hours As an alternative, Mr [redacted] may have his contractor call that number with a report and price quote for afterhours approvalHBRWC would note that we may not offer full reimbursement if he elects this optionSection A-2a of the Agreement states that when HBRWC offers reimbursement it will be based off the average cost that is paid to an in-network service vendor for similar repairs, In the case of his sump pump, We would note that while we are agreeing to offer coverage to Mr [redacted] , the customer service representatives he spoke with were correct when stating that repairs made without our prior approval are not eligible for coverageThis is stated in section A-and also page of the Agreement: "2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid." In order to receive reimbursement, we request that Mr [redacted] submit his receipt to [redacted] @2-10.com or via fax to [redacted] Upon receipt of the invoice we will process the reimbursement check which Mr [redacted] will receive within 7-business days We would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accepted
I should be paid the $I was told I would be reimbursedI would also like to know how much I would get reimbursed once I cancel with 2-2-should also honor the statements they tell their customers in the future 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 9, 2017, [redacted] reported online it is degrees and her air conditioner is not coolingThe independent contractor, [redacted] was sent the dispatched but declined online reporting the customer is going to use their own contractorThe guidelines for using a contractor out or our network, were sent to her [redacted] contractor reported the capacitor has failed and it needs to be replacedThe claim was authorized according to the Agreement under the Terms & ConditionsA-2.a “If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost)”There has been a business decision made to reimburse [redacted] the $she is requestingThis will be reimbursed once we receive the invoiceIt will take approximately business days to receive the check once it is processedThe representative has been sent to our coaching and development team, so the representatives can learn from this We ask that [redacted] contact accounting directly at [redacted] if she is interested in the amount of her return if she cancels her Agreement with HBRWCIf after speaking with accounting, she would still like to cancel, she may send a written request to [email protected] Agreement would be cancelled as stated in section H of the Terms & Conditions of her Agreement, which states: “If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term.” HBRWC would like to apologize for the inconvenience [redacted] may have experienced do to a customer service mistake Sincerely, Office of the President Home 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 Miss [redacted] We have located Miss [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on February 15, 2018, Miss [redacted] reported her unit short cyclesThe independent contractor, [redacted] was dispatched and reported the indoor evaporator coil is leaking and needs to be replacedHe also advised the outdoor condensing unit is dirty and should be cleanedMiss [redacted] has our standard planThere is the Supreme Protection option that can be purchased where it will pick up costs such as haul away of the old coil, refrigerant recovery and code coverageA representative of this department called Miss [redacted] to clarify what the contractor’s findings were and to discuss the out of pocket chargesThe indoor evaporator coil is being replaced as it is leakingThere is no failure to the outdoor condensing, so there is no need to replace itMiss [redacted] advised she had her system professionally cleaned last October [redacted] ’s cost for duct modifications was not an out of pocket cost as originally thought but 2-HBW’s costAccording to our notes, the out of pocket costs should be no more than $Miss [redacted] agreed to this We do apologize for any frustration or inconvenience that Miss [redacted] may have experienced during the claims handling process 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'd like to thank 2-for providing an expedient, and adequate resolution to the issue 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 May 18, 2016, [redacted] reported the Samsung refrigerator was not cooling, freezing or making iceHBRWC was having a difficult time locating a contractor that services SamsungSears was able to service but not for daysWe offered [redacted] and offered Sears or they can acquire their own out of network if they could service soonerIndependent service contractor, Sears was dispatched to the home to make the repairsOn June 7, 2016, [redacted] called and said Sears was out and made the repair to the Fridge and ice make, however the ice maker is still not workingSears was sent a recall but could not service the customer until July 11, Sears diagnosed and again but would not be able to install the parts until August 18, Sears was sent to our contractor relations division to investigate and addressThey should not be going out on a service call, then tell us that they cannot install the parts for another weeks when the parts are readily availableOn July 21, 2016, we offered a comparable replacement refrigerator or a replacement buyout to [redacted] [redacted] decided to take the replacement buyout We are understanding of the [redacted] situation and we apologizes to them for the experience they had concerning the delay to their claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersTheir concerns enables us to make corrections and continue to improve our serviceWe value their business and we look forward to serving their future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by 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 February 2, 2017, Ms [redacted] reported her refrigerator was leakingOn February 8, the independent contractor, [redacted] 's Home Services reported the capacitor shorted and they were authorized to replace the capacitorOn February 22, Ms [redacted] advised she was still having an issue with the refrigerator and a possible recall visit was set up for [redacted] ’s to revisit the homeOn March 3, [redacted] ’s reported there were no failures found with the refrigeratorThe representative noted she called Ms [redacted] but there was no answer and no voice mail On March 14, Ms [redacted] called in and it was explained that the contractor found no mechanical failuresMs [redacted] disputed thisLater that afternoon, [redacted] ’s called in and advised the compressor is not running to capacity even with a starting device addedThe contractor felt weary about replacing a compressor on an [redacted] refrigeratorThe compressor issue was new information for HBRWC [redacted] ’s was sent to our contractor relations department to address this unnecessary delayPer the Terms & Agreement; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.” However, HBRWC will do everything possible to expedite service/repairs The representative promptly dispatched the independent contractor, [redacted] but they were not able to service for 2-daysThe representative offered the option of waiting for [redacted] or take a repair cash out option of the compressorMs [redacted] found the cash out amount unacceptable and would like a contractor to install the compressor [redacted] accepted the dispatch and on March reported the compressor needed to be replaced due to it shuts down [redacted] was authorized to replace the compressor [redacted] supplies all of their own partsOn March 21, a representative of this department called [redacted] as to the status of the order and when repairs will be madeThe [redacted] representative stated there was no ETA on the parts so she could not confirm installationThe representative called Ms [redacted] and offered a comparable replacement refrigerator or the equivalent buyoutMs [redacted] accepted the replacement buyout We would like to apologize for any inconvenience Ms [redacted] has experienced due to the length of her refrigerator claim Sincerely, Office of the President Home 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***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 25, 2017, Ms [redacted] reported her oven is not coming on and the door is not closingThe independent contractor, [redacted] was sent the dispatchOn December 11, Ms [redacted] called to see if we have received the information from ***She advised they needed to order partsWe had not received the diagnostic report from ***The representative called [redacted] and left a voice requesting statusWe finally were able to contact [redacted] and they advised they do not work on [redacted] ovens [redacted] was sent to our contractor relations department to address the contractorThere were no contractors to service the [redacted] oven and Ms [redacted] was offered to locate her own contractorThen on January 4, 2018, her contractor reported the relay board and the door hinges need to be replacedThe contractor believed the parts are no longer available but the relay board can be rebuilt and the door hinges can be purchased on EBayPer the Agreement, the hinges are excluded from coverageThe board is eligible for coverageHer contractors cost to replace the board is $Her contractor has been authorized $to make the repair or Ms [redacted] can opt to take a repair buyoutA representative from this department called Ms [redacted] and received her voice mailA message was left with her options Concerning Ms***’s customer service experienceWe take her concerns against the representatives seriously and can assure her that it is not acceptable for anyone to be discourteousWe apologize to Ms [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer 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 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 3, 2017, [redacted] reported the independent contractor [redacted] was dispatched to the propertyHe had been out timesThe first time it was wet outsideHe found the system a little low of refrigerant and recharged the systemThe second time he went out, the system was iced up and he could not do anythingThe third time, he found no failure, he checked all pressures, they were good and the duct was cold On June 16, [redacted] ***’s contacted us and requested a different contractor as his air conditioner is still not cooling and [redacted] has been out three timeOn June 19, 2017, the independent contractor, [redacted] was dispatched but has not yet reported their findingsA representative of this department contacted [redacted] ***He advised Sierra was out and found the coil was dirty, the technician offered to clean it or explained how he could clean it [redacted] cleaned the coil and it appears to be working as it should 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
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by Mrand Mrs***We have located Mrand Mrs***’s Limited Home service Agreement (“Agreement”) that became effective September 30, and expired on September 29, along with the applicable air condition claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that Mrand Mrs [redacted] may have experienced on their air conditioning claimOur records indicate on April 10, 2015, Mrs [redacted] reported her upstairs air conditioner is not blowing cold airIndependent service contractor, [redacted] Mechanical (“Air Tech”) was dispatched to the homeThey found the system lbslow on Freon, added the lbsand tightened the services valves and capsOn July 2, 2015, Mrs [redacted] reported the air conditioner is not working again [redacted] was dispatched to the home and added additional FreonThey found a large leak in the evaporator coil and they were authorized to replace the evaporator coilThe system continued to leak but [redacted] could not locate the leakHBRWC dispatched Latino Heating and Air as a second opinionThe technician found a leak at the condensing coil and had the condensing unit replaced under manufactures warrantyMrand Mrs***’s Agreement expired on September 29, If Mrand Mrs [redacted] would please refer to their Agreement on page 3; What is the 2-HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-HBW fails again within the term of the Service AgreementService performed within the last days of the Service Agreement will be guaranteed for days.” This is over the day period and the Agreement was not renewedIn addition under the Terms & Conditions, section B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” It is important for Mrand Mrs [redacted] to understand that all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCIf Mrand Mrs [redacted] feels that the independent contractor, Air Tech’s workmanship was determined shoddy, their dispute is with them and not HBRWCWe request Mrand Mrs [redacted] to contact [redacted] directly at [redacted] to resolve this matterWe regret, HBRWC will not be offering any compensation towards these costsHBRWC has fulfilled their obligations as explained in the Terms and Conditions of the Service Agreement We would like to thank Mrand Mrs [redacted] for bringing their concerns to our attention as we do take these matters seriously Sincerely Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: The heat pump was working properly when we purchased the home buyers warranty 2-states they denied the claim due to 'pre existing failure as this unit was not in good working order as of 10/30/17' per claim rejection email from Barbara H***, Senior Claims Rep II dated 10/This is not true How do 'fairly new clients' get any unexpected claims approved and how long would 2-continue to reject claims until they decide not to say its due to 'pre existing failure'? I have a home that is years old and believe it operates in good condition and had no idea of the rust and supposedly any wiring problem...because the unit was operating Coastal living is difficult on homes and that's why we researched purchasing a home warranty package and bought one from 2- 2-knew we lived on the Coast and accepted our business on 10/30/and we had no control over the unit failing over a month later and reject their suggestion we had 'planned' this claim The HVAC technicians stated that 'yes' we could reach out to [redacted] Mnfr but in their past experiences the mnfr would not offer a entire new heat pump or condenser replacement but would offer replacement parts to replace the rust/leaks and any 'supposedly faulty wiring' and other components, but that would cost substantially more in labor to breakdown the unit, wait for the components to be shipped and then to replace them...why put all that labor resources and the customer to be without heat as it would be prohibitive to repair, hence their recommendation to replace Then after quotes were submitted, unknown to myself at the time, 2-pressured both quote HVAC providers by calling them and suggesting to them that 2-ship them a 'substandard heat pump' and pay them to install Both HVAC providers said 'no' as they would not install substandard equipment Shame on 2-as they would be in the same situation again in least than years according to [redacted] *** installersWhen I researched and spoke with 2-Home buyers sales department we had discussions about the above situation and were told that we would not experience 'pre-existing conditions' even when I suggested they come and inspect the home prior to purchasing the warranty policy...but they said they don't offer inspections...so 2-should honor any claims from the Supreme upgraded policy So we upgraded the policy to the supreme level just so all would be covered I must state that their customer service process is terrible Their communication to their clients is terrible Their accessibility to their clients is terrible Their process of call and be told that each call had a period of up to hrs for them to respond back to customer...hence I had weeks of waiting as I called times to find out what is taking so long to get approval and received email that they were checking Each time I called I had a wait time of up to minutes Both contractors called their contractor line and waited over 40+ minutes and then hung up as they had business to do and couldn't wait any longer I asked for names of folks so I could talk to them to answer any of their questions and asked for Barbara H [redacted] many times but never received an return call - she was out of the office, wasn't at her desk or gone on vacation So I waited and waited and waited.2-website states they welcome new customers and to 'not worry as each year every home has claims and that they will handle/accept them'...well I experienced the opposite When I spoke with the sales department upon purchasing this policy I asked do they have in-network providers in my [redacted] WA area...and I was told yes they did Yet when it came time to use 2-10's network providers their were none so I was told to find my own HVAC providers that would come to my home and provide a quote...so I had to do all the work without any quidance from 2-Why did they sell us a policy if they don't have providers in my area This is deceptive marketing on their part.I followed their procedures I followed their methods and want Revdex.com to request 2-to reconsider and accept this claim to replace the heat pump Coastal living does promote rust that leads to leaks but this company knew this and took our money by selling us their policy I need a new heat pump Reflect this response as a disappointment - where is their customer advocacy - what will Revdex.com do for a unknowing customer that didn't know the sneaky approach they would take to deny a claim Where is their justice in this matter - please help! Sincerely, [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] ***
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on February 18, Mr [redacted] reported he had his system replaced by an out of network contractor Mr [redacted] spoke to a representative that explained he did not get prior approval before work was done and therefore the claim is not eligible for coverageThere is no reimbursement being offered for the HVAC replacement which were completed with no prior approval as specified in bold, on Page of the Agreement, under “Who pays what?”; “2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” Also, pursuant to section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractorThere are no notes anywhere from Mr [redacted] speaking with one of our representatives concerning his heat pump prior to this claim being placed on February As such, we regret that we cannot be of further assistance in this regard2-HBW has honored 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 Coverage is determined only after a contractors complete diagnostics is received and not beforeOur records indicate on July 22, 2017, [redacted] reported her entire house is backing up [redacted] ’ contractor reported “the cap is stuck in the sewer lineThe pipe is not brokenThe sewer line is deep, and has to be dug out, got in there to replace piping to remove cap stuck in line.” Ms [redacted] ’s is looking for a better explanation as to why her claim is not eligible for coverageIf [redacted] would please refer to her Agreement under the Plumbing section“INCLUDED: Water, drain, waste or vent pipe leaks or breaks”This means we only offer coverage for leaks and breaks in the pipeThe sewer pipe was not leaking and the pipe was not broken and therefore the sewer pipe is not eligible for coverage In addition, also under the Plumbing section “INCLUDED: Drain line stoppages that can be cleared with a standard sewer cable”The cap was the cause of the stoppage and it could not be cleared/removed with a standard sewer cableSince the cable could not remove the stoppage, the removal of the stoppage/cap is not eligible for coverage Another words, HBRWC will not offer coverage to replace/repair pipes that are not leaking and we will not offer coverage to replace, cut or open pipes due to restrictions We apologize in advance to [redacted] , for her customer service experienceThis matter is being investigated internallyWe do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/10/31) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] ***We have located Ms***'s Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We apologize for any frustration of inconvenience that Ms [redacted] may have experienced during the [redacted] handling processHBRWC strives to provide fast, professional service and anything less is unacceptableWe will have Ms***'s concerns reviewed further internally We regret we will not be offering to reimburse the cost of her Agreement or the service fees that she paid for the claims placedPage three of Ms***'s Agreement explains that a service fee is due for each service request that is placedSimilarly, section F-of her Agreement states, "If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charges and a $processing fee." If Ms [redacted] wishes to cancel her Agreement she may email [redacted] @2-10.com and provide written confirmation of that request HBRWC received the invoice for the air conditioning repairs on October 12, The $check that Ms [redacted] references was authorized issued on October 15, and sent via priority mailShe should have received this check by this timeHBRWC initially requested this invoice on June 26, 2015, but regret it was not received until the 21st of September, at which point it was reviewed with HBRWC's day time periodWe appreciate her patience with this matter We disagree with Ms***'s statement that her Plumbing claim was not treated as an emergencyThis claim was set as an emergency and HBRWC attempted to locate a contractor who could service over the weekendWe would note that Ms***'s Agreement does not guarantee that HBRWC can offer same day service but does state on page three that, "In cases of emergency, we will expedite service and attempt to initiate service within hours." We also apologize for the delay that occurred with Ms***'s refrigeratorOur records indicate that the independent service contractor reported that the fan motor required replacementThis part was ordered and received by the service contractor, but there was a delay after the contractor did not contact Ms [redacted] to schedule a repair timeWe will address this with the contractor and evaluate their relationship with HBRWC in the future Again we apologize for the inconvenience that Ms [redacted] experiencedWe appreciate her bringing these concerns to our attention and we will be reviewing this further due to the difficulty that she experienced Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) After countless hours of online research after hours of conversation and being on hold with 2-Home Buyers Warranty, my complaint is the same as so many others in that NO resolution occurs, there is NO sense of urgency, and there is NO ONE to respond to issues with customersThis is an ONGOING problem with this companyIn addition, their dates and timelines are completely inaccurateMy original request for the HVAC reimbursement was on 7/31/and they magically never receive itI refaxed over on 9/18/and was told on separate occasions that it was being REVIEWED(Fax documentation attached) The fact 2-says it was received on 10/and a check went out immediately on 10/for $is a straight lieIf they were this proactive with all claims and conversations I had with them, none of this would have been an issueAs far as the plumbing issue, even though it was "noted" as an emergency, they provided no resolution to get anyone to my houseWhat is the point of noting an issue as an emergency if the problem is not going to be dealt with, especially concerning a plumbing leak when someone has a HOME OWNERS WARRANTY? Lastly, the statement reading "We will address this with the contractor and evaluate their relationship with HBRWC in the future." does not help me at all as the customerAfter almost weeks of unanswered calls and the run around, when the contractor came to finally fix my refrigerator, he actually left the box with the PRIORITY overnight ship date of 9/18/which means he had the parts on hand since the morning of 9/19/They finally came to my house 10/7/to fix my refrigerator and install the parts they had for OVER 2-1/weeksThese are the facts with documentation to support my claims attachedI will drop my request to $reimbursement to close out this issue and part ways with 2-Home Buyers WarrantyBusinesses should not be able to give information, not provide the services clients pay for and be able to get away with this pathetic way of doing businessTotally unacceptable Final Consumer Response / [redacted] (4200, 11, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) While it is true that I received a reimbursement check back for the $from the July claim only after I filed the complaint with Revdex.com and for a problem that 2-could not fix after service calls, none of the other issues have been addressedWhile they claim they have a reimbursement that is pro-rated, you can see from my attached documentation that I have requested this and was given a response that NOTHING would be refunded or pro-rated even though I have months remaining in my agreementThat makes no sense to me and totally goes against what their policy statesSupposedly, the email was forwarded on to the Office of the President and will take another days to review but my guess is that I will not get a response because that is typical protocol for 2-I am still amazed this company can stay in business while treating customers the way they do and the numerous complaints filedI believe it is the real estate brokers that are adding in the "Home Buyers Warranty" to assure new buyers that they have some sort of coverage when purchasing a new home (or an older home that has been remodeled in my case)The problem is when it comes time for a claim, 2-Home Buyers Warranty Company has a minimal amount of coverage and then gives buyers the run aroundI have spent countless hours with phone calls and emails and at this point, I am looking for half of my contract reimbursement and I will go awayThat is what I am requesting Final Business Response / [redacted] (4000, 13, 2015/12/09) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms***Thank you for the opportunity to review further After further review, HBRWC has verified with our Accounting department that there is no remaining pro rata balance remaining for Ms***'s Limited Home Service AgreementTo date, HBRWC has paid a total of $over five claims placedThis $is higher than the cost paid for the Agreement ($479), and thus there is not a balance remaining to refundWe apologize we are not able to be of further assistance with this matter Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 6, 2015/11/25) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number 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 As a gesture of goodwill, HBRWC agrees to Mr [redacted] 's request for reimbursement of $for the replacement of his sump pumpOur records indicate that Mr [redacted] first placed his claim the evening of November 4, through our websiteThe next day, an independent service contractor [redacted] & [redacted] left a message for Mr [redacted] attempting to schedule a time for repairsThis was within the timeframes set forth on page three of his Agreement when it states, "A service contractor will schedule a time during business hours to diagnose and repair your covered item." With this said, there are circumstances that HBRWC defines are emergenciesPage three of Mr [redacted] 's Agreement continues by advising that, "In cases of emergency, we will expedite service and attempt to initiate service within hoursAn emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety." For this reason, HBRWC would recommend in the future that Mr [redacted] consider calling our company at if he feels that he requires sooner serviceHBRWC has customer service representatives available 24/7, and this can help alert us more quickly so we can immediately being to search for a contractor who can service after hours As an alternative, Mr [redacted] may have his contractor call that number with a report and price quote for afterhours approvalHBRWC would note that we may not offer full reimbursement if he elects this optionSection A-2a of the Agreement states that when HBRWC offers reimbursement it will be based off the average cost that is paid to an in-network service vendor for similar repairs, In the case of his sump pump, We would note that while we are agreeing to offer coverage to Mr [redacted] , the customer service representatives he spoke with were correct when stating that repairs made without our prior approval are not eligible for coverageThis is stated in section A-and also page of the Agreement: "2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid." In order to receive reimbursement, we request that Mr [redacted] submit his receipt to [redacted] @2-10.com or via fax to [redacted] Upon receipt of the invoice we will process the reimbursement check which Mr [redacted] will receive within 7-business days We would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accepted
I should be paid the $I was told I would be reimbursedI would also like to know how much I would get reimbursed once I cancel with 2-2-should also honor the statements they tell their customers in the future 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 9, 2017, [redacted] reported online it is degrees and her air conditioner is not coolingThe independent contractor, [redacted] was sent the dispatched but declined online reporting the customer is going to use their own contractorThe guidelines for using a contractor out or our network, were sent to her [redacted] contractor reported the capacitor has failed and it needs to be replacedThe claim was authorized according to the Agreement under the Terms & ConditionsA-2.a “If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost)”There has been a business decision made to reimburse [redacted] the $she is requestingThis will be reimbursed once we receive the invoiceIt will take approximately business days to receive the check once it is processedThe representative has been sent to our coaching and development team, so the representatives can learn from this We ask that [redacted] contact accounting directly at [redacted] if she is interested in the amount of her return if she cancels her Agreement with HBRWCIf after speaking with accounting, she would still like to cancel, she may send a written request to [email protected] Agreement would be cancelled as stated in section H of the Terms & Conditions of her Agreement, which states: “If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term.” HBRWC would like to apologize for the inconvenience [redacted] may have experienced do to a customer service mistake Sincerely, Office of the President Home 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 Miss [redacted] We have located Miss [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on February 15, 2018, Miss [redacted] reported her unit short cyclesThe independent contractor, [redacted] was dispatched and reported the indoor evaporator coil is leaking and needs to be replacedHe also advised the outdoor condensing unit is dirty and should be cleanedMiss [redacted] has our standard planThere is the Supreme Protection option that can be purchased where it will pick up costs such as haul away of the old coil, refrigerant recovery and code coverageA representative of this department called Miss [redacted] to clarify what the contractor’s findings were and to discuss the out of pocket chargesThe indoor evaporator coil is being replaced as it is leakingThere is no failure to the outdoor condensing, so there is no need to replace itMiss [redacted] advised she had her system professionally cleaned last October [redacted] ’s cost for duct modifications was not an out of pocket cost as originally thought but 2-HBW’s costAccording to our notes, the out of pocket costs should be no more than $Miss [redacted] agreed to this We do apologize for any frustration or inconvenience that Miss [redacted] may have experienced during the claims handling process 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'd like to thank 2-for providing an expedient, and adequate resolution to the issue 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 May 18, 2016, [redacted] reported the Samsung refrigerator was not cooling, freezing or making iceHBRWC was having a difficult time locating a contractor that services SamsungSears was able to service but not for daysWe offered [redacted] and offered Sears or they can acquire their own out of network if they could service soonerIndependent service contractor, Sears was dispatched to the home to make the repairsOn June 7, 2016, [redacted] called and said Sears was out and made the repair to the Fridge and ice make, however the ice maker is still not workingSears was sent a recall but could not service the customer until July 11, Sears diagnosed and again but would not be able to install the parts until August 18, Sears was sent to our contractor relations division to investigate and addressThey should not be going out on a service call, then tell us that they cannot install the parts for another weeks when the parts are readily availableOn July 21, 2016, we offered a comparable replacement refrigerator or a replacement buyout to [redacted] [redacted] decided to take the replacement buyout We are understanding of the [redacted] situation and we apologizes to them for the experience they had concerning the delay to their claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersTheir concerns enables us to make corrections and continue to improve our serviceWe value their business and we look forward to serving their future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by 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 February 2, 2017, Ms [redacted] reported her refrigerator was leakingOn February 8, the independent contractor, [redacted] 's Home Services reported the capacitor shorted and they were authorized to replace the capacitorOn February 22, Ms [redacted] advised she was still having an issue with the refrigerator and a possible recall visit was set up for [redacted] ’s to revisit the homeOn March 3, [redacted] ’s reported there were no failures found with the refrigeratorThe representative noted she called Ms [redacted] but there was no answer and no voice mail On March 14, Ms [redacted] called in and it was explained that the contractor found no mechanical failuresMs [redacted] disputed thisLater that afternoon, [redacted] ’s called in and advised the compressor is not running to capacity even with a starting device addedThe contractor felt weary about replacing a compressor on an [redacted] refrigeratorThe compressor issue was new information for HBRWC [redacted] ’s was sent to our contractor relations department to address this unnecessary delayPer the Terms & Agreement; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.” However, HBRWC will do everything possible to expedite service/repairs The representative promptly dispatched the independent contractor, [redacted] but they were not able to service for 2-daysThe representative offered the option of waiting for [redacted] or take a repair cash out option of the compressorMs [redacted] found the cash out amount unacceptable and would like a contractor to install the compressor [redacted] accepted the dispatch and on March reported the compressor needed to be replaced due to it shuts down [redacted] was authorized to replace the compressor [redacted] supplies all of their own partsOn March 21, a representative of this department called [redacted] as to the status of the order and when repairs will be madeThe [redacted] representative stated there was no ETA on the parts so she could not confirm installationThe representative called Ms [redacted] and offered a comparable replacement refrigerator or the equivalent buyoutMs [redacted] accepted the replacement buyout We would like to apologize for any inconvenience Ms [redacted] has experienced due to the length of her refrigerator claim Sincerely, Office of the President Home 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***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 25, 2017, Ms [redacted] reported her oven is not coming on and the door is not closingThe independent contractor, [redacted] was sent the dispatchOn December 11, Ms [redacted] called to see if we have received the information from ***She advised they needed to order partsWe had not received the diagnostic report from ***The representative called [redacted] and left a voice requesting statusWe finally were able to contact [redacted] and they advised they do not work on [redacted] ovens [redacted] was sent to our contractor relations department to address the contractorThere were no contractors to service the [redacted] oven and Ms [redacted] was offered to locate her own contractorThen on January 4, 2018, her contractor reported the relay board and the door hinges need to be replacedThe contractor believed the parts are no longer available but the relay board can be rebuilt and the door hinges can be purchased on EBayPer the Agreement, the hinges are excluded from coverageThe board is eligible for coverageHer contractors cost to replace the board is $Her contractor has been authorized $to make the repair or Ms [redacted] can opt to take a repair buyoutA representative from this department called Ms [redacted] and received her voice mailA message was left with her options Concerning Ms***’s customer service experienceWe take her concerns against the representatives seriously and can assure her that it is not acceptable for anyone to be discourteousWe apologize to Ms [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer 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 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 3, 2017, [redacted] reported the independent contractor [redacted] was dispatched to the propertyHe had been out timesThe first time it was wet outsideHe found the system a little low of refrigerant and recharged the systemThe second time he went out, the system was iced up and he could not do anythingThe third time, he found no failure, he checked all pressures, they were good and the duct was cold On June 16, [redacted] ***’s contacted us and requested a different contractor as his air conditioner is still not cooling and [redacted] has been out three timeOn June 19, 2017, the independent contractor, [redacted] was dispatched but has not yet reported their findingsA representative of this department contacted [redacted] ***He advised Sierra was out and found the coil was dirty, the technician offered to clean it or explained how he could clean it [redacted] cleaned the coil and it appears to be working as it should 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
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by Mrand Mrs***We have located Mrand Mrs***’s Limited Home service Agreement (“Agreement”) that became effective September 30, and expired on September 29, along with the applicable air condition claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that Mrand Mrs [redacted] may have experienced on their air conditioning claimOur records indicate on April 10, 2015, Mrs [redacted] reported her upstairs air conditioner is not blowing cold airIndependent service contractor, [redacted] Mechanical (“Air Tech”) was dispatched to the homeThey found the system lbslow on Freon, added the lbsand tightened the services valves and capsOn July 2, 2015, Mrs [redacted] reported the air conditioner is not working again [redacted] was dispatched to the home and added additional FreonThey found a large leak in the evaporator coil and they were authorized to replace the evaporator coilThe system continued to leak but [redacted] could not locate the leakHBRWC dispatched Latino Heating and Air as a second opinionThe technician found a leak at the condensing coil and had the condensing unit replaced under manufactures warrantyMrand Mrs***’s Agreement expired on September 29, If Mrand Mrs [redacted] would please refer to their Agreement on page 3; What is the 2-HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-HBW fails again within the term of the Service AgreementService performed within the last days of the Service Agreement will be guaranteed for days.” This is over the day period and the Agreement was not renewedIn addition under the Terms & Conditions, section B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” It is important for Mrand Mrs [redacted] to understand that all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCIf Mrand Mrs [redacted] feels that the independent contractor, Air Tech’s workmanship was determined shoddy, their dispute is with them and not HBRWCWe request Mrand Mrs [redacted] to contact [redacted] directly at [redacted] to resolve this matterWe regret, HBRWC will not be offering any compensation towards these costsHBRWC has fulfilled their obligations as explained in the Terms and Conditions of the Service Agreement We would like to thank Mrand Mrs [redacted] for bringing their concerns to our attention as we do take these matters seriously Sincerely Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: The heat pump was working properly when we purchased the home buyers warranty 2-states they denied the claim due to 'pre existing failure as this unit was not in good working order as of 10/30/17' per claim rejection email from Barbara H***, Senior Claims Rep II dated 10/This is not true How do 'fairly new clients' get any unexpected claims approved and how long would 2-continue to reject claims until they decide not to say its due to 'pre existing failure'? I have a home that is years old and believe it operates in good condition and had no idea of the rust and supposedly any wiring problem...because the unit was operating Coastal living is difficult on homes and that's why we researched purchasing a home warranty package and bought one from 2- 2-knew we lived on the Coast and accepted our business on 10/30/and we had no control over the unit failing over a month later and reject their suggestion we had 'planned' this claim The HVAC technicians stated that 'yes' we could reach out to [redacted] Mnfr but in their past experiences the mnfr would not offer a entire new heat pump or condenser replacement but would offer replacement parts to replace the rust/leaks and any 'supposedly faulty wiring' and other components, but that would cost substantially more in labor to breakdown the unit, wait for the components to be shipped and then to replace them...why put all that labor resources and the customer to be without heat as it would be prohibitive to repair, hence their recommendation to replace Then after quotes were submitted, unknown to myself at the time, 2-pressured both quote HVAC providers by calling them and suggesting to them that 2-ship them a 'substandard heat pump' and pay them to install Both HVAC providers said 'no' as they would not install substandard equipment Shame on 2-as they would be in the same situation again in least than years according to [redacted] *** installersWhen I researched and spoke with 2-Home buyers sales department we had discussions about the above situation and were told that we would not experience 'pre-existing conditions' even when I suggested they come and inspect the home prior to purchasing the warranty policy...but they said they don't offer inspections...so 2-should honor any claims from the Supreme upgraded policy So we upgraded the policy to the supreme level just so all would be covered I must state that their customer service process is terrible Their communication to their clients is terrible Their accessibility to their clients is terrible Their process of call and be told that each call had a period of up to hrs for them to respond back to customer...hence I had weeks of waiting as I called times to find out what is taking so long to get approval and received email that they were checking Each time I called I had a wait time of up to minutes Both contractors called their contractor line and waited over 40+ minutes and then hung up as they had business to do and couldn't wait any longer I asked for names of folks so I could talk to them to answer any of their questions and asked for Barbara H [redacted] many times but never received an return call - she was out of the office, wasn't at her desk or gone on vacation So I waited and waited and waited.2-website states they welcome new customers and to 'not worry as each year every home has claims and that they will handle/accept them'...well I experienced the opposite When I spoke with the sales department upon purchasing this policy I asked do they have in-network providers in my [redacted] WA area...and I was told yes they did Yet when it came time to use 2-10's network providers their were none so I was told to find my own HVAC providers that would come to my home and provide a quote...so I had to do all the work without any quidance from 2-Why did they sell us a policy if they don't have providers in my area This is deceptive marketing on their part.I followed their procedures I followed their methods and want Revdex.com to request 2-to reconsider and accept this claim to replace the heat pump Coastal living does promote rust that leads to leaks but this company knew this and took our money by selling us their policy I need a new heat pump Reflect this response as a disappointment - where is their customer advocacy - what will Revdex.com do for a unknowing customer that didn't know the sneaky approach they would take to deny a claim Where is their justice in this matter - please help! Sincerely, [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] ***
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on February 18, Mr [redacted] reported he had his system replaced by an out of network contractor Mr [redacted] spoke to a representative that explained he did not get prior approval before work was done and therefore the claim is not eligible for coverageThere is no reimbursement being offered for the HVAC replacement which were completed with no prior approval as specified in bold, on Page of the Agreement, under “Who pays what?”; “2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” Also, pursuant to section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractorThere are no notes anywhere from Mr [redacted] speaking with one of our representatives concerning his heat pump prior to this claim being placed on February As such, we regret that we cannot be of further assistance in this regard2-HBW has honored their obligations as specified in the terms and conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation