The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 15, Mrs [redacted] reported a heater claimThe independent contractor, [redacted] was dispatched to the property and reported this is a ton gas package unitThe heat exchanger is cracked and the wires are burnt up due to flame roll outThis information was sent to our parts research department to make a determinationThe parts are available from the factoryFactory parts do take longer to receive then a standard orderMrs [redacted] has also been offered a repair buyout if she decides she would rather replace her unit Concerning what the contractor told Mrs [redacted] about his hold timeThe network contractors have their own online portal where they do most of their communication with 2-HBWThe contractors have a direct phone number to their 2-HBW Field Service Manager if they have any issuesThis is a call center that can have hold times during peak hoursAs a norm, you are looking at hold time to minutesOf course, if there is a heat wave or a cold snap throughout the United States, this can create higher than hold time in the call centerThis is due to a large number of HVAC service requests We do apologize for any frustration and delay that Mrs [redacted] has experienced during the claims handling process Her feedback allows our company to serve our customers better Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:The main issue is almost months waiting to get fixed mi refrigerator and this is far away from anyone Es pectations.At this time time the refrigerator is not working any more since Sunday.With the response from 2-now they are telling that this is not covered, because this was produced by a stormAgain, two months to get this kind of answerThis is something that they should said from the beginning.All of these are a few examples of what bad service isCustomers do not want months for resolving issues, because we are paying month by month the warrantyFirst2-is responsible from the contractors and the first one that response to the service did not finished the work and get paidSecond2-asignate [redacted] as contractor for the repair and did not include the inspection at the range hood ventThis is something 2-did with the new service and it is at the callI specially said to the operator not to forget about the range hood vent I confirmed that was included in the serviceI appreciate that 2-gave instructions not to get charge fort he second inspectionThird2-is responsible for the whole service and at this time they have not fixed itI think that throw Revdex.com we can help business to improve the quality of their services and all involved get beneficiatedHappy customers, Excelent Service providers and Revdex.com in the middle helping all the parts involvedPlease, let me know if all we can make this to work.Sincerely [redacted] *** Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:My 3rd party technician came to the house to examine the heater today He confirmed that the damage was NOT caused by rodents He confirmed that the repair could be made for well under the $2,that [redacted] had quoted And he said that it was unethical for [redacted] to propose a repair at $2,when a new heater could be installed for the same amount He is willing to talk to 2/to explain the repair required and that the malfunction was not caused by rodents I would like to pursue reimbursement for his work pursuant with the coverage I purchased with 2/ The prior message from 2/says that they provided me with a claim form and instructions for reimbursing a 3rd party I have not been provided that claim form and instructions Please provide that form for me to submit for reimbursement Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The above response is disjointed and somewhat difficult to understand If I interpret correctly, they are confirming that the problem currently in question is a faulty control board They confirm that the problem in June was a faulty control board and will look into whether it was a new board or a faulty board replaced by the previous contractors at that time Their solution proposed is to contact them again if there are problems a third time after replacing the board for a second timeThis solution is unsatisfactory Paying multiple service fees to have the same part replaced within the same agreement period is unfair and should be refunded If the initial contractor put in a faulty part, regardless of the reason why it was faulty, the home owner should not share the cost to fix the mistake 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 snaking claimThank you for the opportunity to review and respond Our records indicate on June 11, 2016, [redacted] reported on line that her drains were backing up in the houseIndependent service contractor, Elevated Plumbing was sent the dispatchOn June 13, 2016, [redacted] called upset that she did not hear from our contractor and due to the urgency, she acquired her own out of network contractorWe are understanding of her situation and on June 16, 2016, we received [redacted] ***’s invoice from the work done outside of the warrantyThe full amount has been reimbursed less her service feeIt takes approximately business days to receive the checkIf after that time, she does not receive it, we request she email [redacted] We acknowledge her feedback concerning our interactive voice response system and customer service issuesWe would like to thank her for bringing her concerns to our attention as we do take these matters seriouslyWe strive to provide fast, reliable and positive experience to all our customers so we may make corrections and continue to improve our service HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her 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”) that became effective June 16, and applicable claimThank you for the opportunity to review and respond Our records indicate on June 17, 2017, [redacted] reported his air conditioner is not blowing cold airThe independent contractor, [redacted] was dispatched to the property and found the compressor is no longer pumpingThe representative determined the failure pre-dated the effective date of the Agreement and the claim was denied due to the Terms & Conditions of the Agreement; “are in place and in good and safe working order at the beginning of the Service AgreementCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test.” The representative left a voice message at the Entrican’s residence explaining the claim was not eligible for coverage After management review, the denial was overturned and it was determined that HBRWC would offer coverage to replace the compressorIt was found the compressor is still under MFW and [redacted] has coverage for the $A representative of this department called the Entrican’s residence and left a voice mail explaining the claim is overturnedThe contractor has been authorized to swap out and replace the manufactured warranty compressorTo coordinate with the contractor for installation HBRWC would like to apologize for the inconvenience [redacted] may have experiencedWe 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 rebuttal submitted by Mrs [redacted] Thank you for the opportunity to review further We would refer Mrs [redacted] to our previous response in which we indicated the water heater has to be replaced and if it is a code requirement to ADD an expansion tank (that is not already there) in order to pass inspectionThe code coverage would apply to the expansion tankThe present expansion tank has to be replaced because it has failed, not because it is not up to codeReplacing an expansion tank due to it failing is not upgrading a code requirement and not eligible for coverage under the Agreement We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decisionHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:While 2-may have an iron clad contract, knowing in advance the method of their con against the consumer, it is below any company to put in zero effort into finding a resolution to a problem and giving extremely bad service until forcedThe only time anything happened was when I calledIf I would have not called at any point in the process, i'm sure it would have lasted months or moreThe service has been the worst experience of my life and anytime they claim to give good service should be met with disdainWhenever the next class action lawsuit happens against the company you bet i'll be in line ready drive my own stake into the heart of the beast that is 2- 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 [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond [redacted] ’s Agreement has a $maximum on her dishwasherThis amount has been exceededThe original independent contractor, [redacted] reported the dishwasher was functioning as it should after the repairs were made [redacted] disagrees, advising the dishwasher was not fixedAs a goodwill gestureThe $maximum has been reset under one condition, that [redacted] takes this amount as a cash buyout, so she can put this toward a new dishwasherWe will not put this amount toward further repairsA representative of this department has emailed [redacted] with our offer HBRWC would like to apologize for the inconvenience [redacted] may have experiencedWe value her 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 July 26, 2016, [redacted] reported his dishwasher does not complete cyclesIndependent service contractor, [redacted] was dispatched to the home and reported there was no mechanical failure to the dishwasherA supervisor has been assigned to this case has contacted [redacted] and has agreed to send out a second opinion without a service fee due regardlessIndependent contractor [redacted] was dispatchedThere seems to be an issue with scheduling between the new contractor and [redacted] The supervisor is acting as liaison until this claim is complete [redacted] has the supervisors direct contact information HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her 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 When and evaporator coil is in need of replacement and the like kind coil is not readily available, per the Agreement B-“When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions.” This means to construct/modify the ductwork to accommodate the new coil would be the customers costDuctwork is listed as covered in the Agreement, however there must be an eligible failure to the ductwork in order for coverage to applyMr [redacted] has our supreme coverage which state; “Improper installation/repair/modification when necessary to effect an eligible repairThis means; if there was a prior improper repair or modification done to the ductwork, it would be taken care ofMr [redacted] ’s duct work was not improperMr [redacted] spoke to a managerThe manager understood his interpretation of the Agreement and has settled this matter with Mr [redacted] 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 PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on September 13, 2016, [redacted] reported the garage door opener is not workingThe representative that took the information states at the homeowners own admission, this was an issue prior to her purchasing the homeThe claim was denied due to the failure occurring prior to the warranty going into effect [redacted] disputedIt was decided to send out an independent service contractor [redacted] ***The technician reported the motor heats up and it hums but the motor won’t turnThe contractor was authorized to replace the garage door openerA supervisor called [redacted] and received her voice mailShe left a message with her direct lineShe may call the supervisor back if she has any further concerns HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ The Office of the President at [redacted] Home Buyers Warranty of Virginia, Inc(" [redacted] ) is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Ms[redacted] Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We do apologize for any frustration that Ms[redacted] may have experienced during the claim handling processOur records indicate that on [redacted] 15, the independent service contractor who evaluated Ms[redacted] unit stated that the evaporator coil was leaking and would need to be replacedThis part was ordered on [redacted] 18, with the instructions that the part was to be shipped to the service contractor On [redacted] 22, [redacted] was contacted by Ms[redacted] who stated the service contractor had received the parts but was not able to make the repairs until June 10, Later, the service contractor was able to change this appointment time and complete repairs on June 2, In her response Ms[redacted] does state that she was not treated in a professional manner by a [redacted] representative [redacted] strives to provide polite, professional service and anything less is unacceptableWe will have these calls reviewed internally We sincerely apologize for the delay that Ms[redacted] experiencedWith this said, we regret that we are not able to reimburse Ms[redacted] the $that she is requestingAs the repairs were completed by the service provider, it is that contractor who is owed payment for repairs Similarly, we are not responsible for reimbursement of any of the $1,cost that Ms[redacted] quoted was paid due to the delay in the repairs pursuant to section B-of her Agreement which states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Again we apologize for the inconvenience that Ms[redacted] experiencedWe would like to thank her for bringing this to our attention so we may evaluate the matter furtherAs the repairs have been completed, we respectfully request this matter be considered closed Sincerely, [redacted] Reeves Office of the President [redacted] Home Buyers Warranty of Virginia, Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from [redacted] Home Warranty because I do not feel that they are taking responsibility for their part of this issueHowever, the contractor has completed services so if the Revdex.com decides to close this complaint that is fine with me Final Business Response / [redacted] (4000, 9, 2015/06/22) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal by Ms[redacted] Thank you for the opportunity to review further We apologize if Ms[redacted] feels that HBRWC is not taking her concerns seriouslyAs our previous response indicated, we are reviewing the calls with our companyAs this is an internal investigation involving individuals employed by HBRWC, we do not release our findings or decisions customersWe appreciate MrVaughn's understanding Sincerely, [redacted] Reeves Office of the President Home Buyers Resale Warranty Corporation Final Consumer Response / [redacted] (2000, 12, 2015/07/08) */
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 The warranty company also agreed to have the new contractor fix all the botched work at no charge to me.I am truly satisfied 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 June 26, 2016, [redacted] reported her air conditioner is not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported the condensing fan motor seized and needs to be replacedThe contractor was authorized to repair [redacted] called on July 19, on the statusA call was placed to the contractor, they reported that after the fan motor was replaced they found the compressor shorted to ground and a leak on the indoor evaporator coilThis was reviewed by our parts department and found this is a thru the wall unit and we needed the model # of the compressor to orderThe contractor was not responding to usContractor relations got involved to get a hold of the contractorThe contractor then reported that there is also a leak in the condensing coilDue to the major multiple failures, it was decided to replace the a/c systemThe contractor was authorized to replace the systemA call was placed to [redacted] and a voice message was left to confirm completion We apologize that some of the delay that occurred is due to the contractor and was preventableThis has been addressed with contractor relationsWe also acknowledged her statements regarding her customer service experience she received and hold timesWhen 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 calls and do not always respond in the time allottedWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersConcerning [redacted] ’s desired settlement for compensation of her phone bill, lost time and refund of her renewal warrantyPer the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We regret that we cannot be of further assistance in this regardIf [redacted] meant to say she wants to cancel her Agreement with HBRWC, she may send a written request to [redacted] Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 4, 2015/06/15) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] ***We have located Ms***' Limited Home Service Agreement and applicable claimThank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Ms [redacted] may have experienced during the claims handling processOur records indicate that on June 11, HBRWC authorized for a payment of $to reimburse Ms [redacted] for the purchase of a power cord for her new dryer In most cases, replacement dryers do come with a power cordWe sincerely apologize that did not occur in this instanceWe regret that the venting that Ms [redacted] advised of is not eligible for coverageUnder the Washer/Dryer trade section of Ms***' Agreement it does state, "Excluded: venting." As such, we are not able to offer further assistance with the venting to the dryer We thank Ms [redacted] for bringing her concerns to our attention so we may evaluate the matter furtherMs [redacted] may expect a check to arrive within the next 7-business daysAs we have issued reimbursement per Ms [redacted] desired resolution, we respectfully request this matter be considered closed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 20, 2017, Mr [redacted] reported online that there is dampness on the ceiling below the upstairs showerA leak is suspected from the shower drainThe independent contractor, [redacted] was dispatched to the property and reported “the drain gasket for the shower drain is leaking around the drain” per the Agreement on page under Plumbing, the items included for coverage; “Water drain, waste or vent pipe leaks or breaks”This means there must be a break or a leak within the plumbing to be eligible for coverage However, the plumbing drain is not leaking, but rather the gasket between the shower-base pan and the plumbing drain has worn causing the leakThe purpose of the gasket is to prevent water from leaking between the shower-base pan and drainThe gasket is not within the plumbing but outside and not eligible for coverage per the Terms & Conditions 4; “are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service;” Gaskets are not included as an eligible serviceIn addition, fixtures are excluded from coverage under Plumbing exclusions “EXCLUDED: fixtures, shower-base pans, strainers, caulking, grouting”If Mr [redacted] can show us it was indeed the drain line leaking and not the gasket, we will reevaluate his claim We regret, we are unable to reimburse any additional amountWe 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 President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 4, 2016, [redacted] reported her door is off track and possible it does not openThe soonest our contractor could get out to service was August 6, [redacted] used her own contractor for sooner serviceHer contractor’s price was over our guidelinesIt is not noted that a representative offered $There was a misunderstanding concerning the out of network guidelines and a supervisor made the decision to settle with [redacted] to her satisfaction HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her 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 July 31, 2016, it was reported online that the air conditioner was not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported “the compressor burnt out, compressor blew a terminal which leaked all the Freon from the system, direct cause is from a lightning strike.” Pictures were received and there were definitely visible scorch marks on the compressor [redacted] has disputed that a lightning strike did not cause this failureWe are understanding of thisA supervisor has been assigned to this caseThe supervisor has decided to send a second opinionThe supervisor called [redacted] and left a voice message that we have dispatched a second opinion and he left his direct line for a call backIn the event that the second opinion does come back stating the same failure, we would advise [redacted] to check with his home insurance HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Ms [redacted] Thank you for the opportunity to review further The pictures were reviewed and the top of the water heater shows evidence of rustThe water heater was leaking prior to the Agreement going into effectThe rebuttal provides no additional information to overturn our decisionMs [redacted] had decided to cancel her Agreement with 2-HBWWe apologize that her experience has led her to this decision 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 Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 15, Mrs [redacted] reported a heater claimThe independent contractor, [redacted] was dispatched to the property and reported this is a ton gas package unitThe heat exchanger is cracked and the wires are burnt up due to flame roll outThis information was sent to our parts research department to make a determinationThe parts are available from the factoryFactory parts do take longer to receive then a standard orderMrs [redacted] has also been offered a repair buyout if she decides she would rather replace her unit Concerning what the contractor told Mrs [redacted] about his hold timeThe network contractors have their own online portal where they do most of their communication with 2-HBWThe contractors have a direct phone number to their 2-HBW Field Service Manager if they have any issuesThis is a call center that can have hold times during peak hoursAs a norm, you are looking at hold time to minutesOf course, if there is a heat wave or a cold snap throughout the United States, this can create higher than hold time in the call centerThis is due to a large number of HVAC service requests We do apologize for any frustration and delay that Mrs [redacted] has experienced during the claims handling process Her feedback allows our company to serve our customers better Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:The main issue is almost months waiting to get fixed mi refrigerator and this is far away from anyone Es pectations.At this time time the refrigerator is not working any more since Sunday.With the response from 2-now they are telling that this is not covered, because this was produced by a stormAgain, two months to get this kind of answerThis is something that they should said from the beginning.All of these are a few examples of what bad service isCustomers do not want months for resolving issues, because we are paying month by month the warrantyFirst2-is responsible from the contractors and the first one that response to the service did not finished the work and get paidSecond2-asignate [redacted] as contractor for the repair and did not include the inspection at the range hood ventThis is something 2-did with the new service and it is at the callI specially said to the operator not to forget about the range hood vent I confirmed that was included in the serviceI appreciate that 2-gave instructions not to get charge fort he second inspectionThird2-is responsible for the whole service and at this time they have not fixed itI think that throw Revdex.com we can help business to improve the quality of their services and all involved get beneficiatedHappy customers, Excelent Service providers and Revdex.com in the middle helping all the parts involvedPlease, let me know if all we can make this to work.Sincerely [redacted] *** Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:My 3rd party technician came to the house to examine the heater today He confirmed that the damage was NOT caused by rodents He confirmed that the repair could be made for well under the $2,that [redacted] had quoted And he said that it was unethical for [redacted] to propose a repair at $2,when a new heater could be installed for the same amount He is willing to talk to 2/to explain the repair required and that the malfunction was not caused by rodents I would like to pursue reimbursement for his work pursuant with the coverage I purchased with 2/ The prior message from 2/says that they provided me with a claim form and instructions for reimbursing a 3rd party I have not been provided that claim form and instructions Please provide that form for me to submit for reimbursement Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:The above response is disjointed and somewhat difficult to understand If I interpret correctly, they are confirming that the problem currently in question is a faulty control board They confirm that the problem in June was a faulty control board and will look into whether it was a new board or a faulty board replaced by the previous contractors at that time Their solution proposed is to contact them again if there are problems a third time after replacing the board for a second timeThis solution is unsatisfactory Paying multiple service fees to have the same part replaced within the same agreement period is unfair and should be refunded If the initial contractor put in a faulty part, regardless of the reason why it was faulty, the home owner should not share the cost to fix the mistake 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 snaking claimThank you for the opportunity to review and respond Our records indicate on June 11, 2016, [redacted] reported on line that her drains were backing up in the houseIndependent service contractor, Elevated Plumbing was sent the dispatchOn June 13, 2016, [redacted] called upset that she did not hear from our contractor and due to the urgency, she acquired her own out of network contractorWe are understanding of her situation and on June 16, 2016, we received [redacted] ***’s invoice from the work done outside of the warrantyThe full amount has been reimbursed less her service feeIt takes approximately business days to receive the checkIf after that time, she does not receive it, we request she email [redacted] We acknowledge her feedback concerning our interactive voice response system and customer service issuesWe would like to thank her for bringing her concerns to our attention as we do take these matters seriouslyWe strive to provide fast, reliable and positive experience to all our customers so we may make corrections and continue to improve our service HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her 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”) that became effective June 16, and applicable claimThank you for the opportunity to review and respond Our records indicate on June 17, 2017, [redacted] reported his air conditioner is not blowing cold airThe independent contractor, [redacted] was dispatched to the property and found the compressor is no longer pumpingThe representative determined the failure pre-dated the effective date of the Agreement and the claim was denied due to the Terms & Conditions of the Agreement; “are in place and in good and safe working order at the beginning of the Service AgreementCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test.” The representative left a voice message at the Entrican’s residence explaining the claim was not eligible for coverage After management review, the denial was overturned and it was determined that HBRWC would offer coverage to replace the compressorIt was found the compressor is still under MFW and [redacted] has coverage for the $A representative of this department called the Entrican’s residence and left a voice mail explaining the claim is overturnedThe contractor has been authorized to swap out and replace the manufactured warranty compressorTo coordinate with the contractor for installation HBRWC would like to apologize for the inconvenience [redacted] may have experiencedWe 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 rebuttal submitted by Mrs [redacted] Thank you for the opportunity to review further We would refer Mrs [redacted] to our previous response in which we indicated the water heater has to be replaced and if it is a code requirement to ADD an expansion tank (that is not already there) in order to pass inspectionThe code coverage would apply to the expansion tankThe present expansion tank has to be replaced because it has failed, not because it is not up to codeReplacing an expansion tank due to it failing is not upgrading a code requirement and not eligible for coverage under the Agreement We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decisionHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:While 2-may have an iron clad contract, knowing in advance the method of their con against the consumer, it is below any company to put in zero effort into finding a resolution to a problem and giving extremely bad service until forcedThe only time anything happened was when I calledIf I would have not called at any point in the process, i'm sure it would have lasted months or moreThe service has been the worst experience of my life and anytime they claim to give good service should be met with disdainWhenever the next class action lawsuit happens against the company you bet i'll be in line ready drive my own stake into the heart of the beast that is 2- 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 [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond [redacted] ’s Agreement has a $maximum on her dishwasherThis amount has been exceededThe original independent contractor, [redacted] reported the dishwasher was functioning as it should after the repairs were made [redacted] disagrees, advising the dishwasher was not fixedAs a goodwill gestureThe $maximum has been reset under one condition, that [redacted] takes this amount as a cash buyout, so she can put this toward a new dishwasherWe will not put this amount toward further repairsA representative of this department has emailed [redacted] with our offer HBRWC would like to apologize for the inconvenience [redacted] may have experiencedWe value her 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 July 26, 2016, [redacted] reported his dishwasher does not complete cyclesIndependent service contractor, [redacted] was dispatched to the home and reported there was no mechanical failure to the dishwasherA supervisor has been assigned to this case has contacted [redacted] and has agreed to send out a second opinion without a service fee due regardlessIndependent contractor [redacted] was dispatchedThere seems to be an issue with scheduling between the new contractor and [redacted] The supervisor is acting as liaison until this claim is complete [redacted] has the supervisors direct contact information HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her 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 When and evaporator coil is in need of replacement and the like kind coil is not readily available, per the Agreement B-“When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions.” This means to construct/modify the ductwork to accommodate the new coil would be the customers costDuctwork is listed as covered in the Agreement, however there must be an eligible failure to the ductwork in order for coverage to applyMr [redacted] has our supreme coverage which state; “Improper installation/repair/modification when necessary to effect an eligible repairThis means; if there was a prior improper repair or modification done to the ductwork, it would be taken care ofMr [redacted] ’s duct work was not improperMr [redacted] spoke to a managerThe manager understood his interpretation of the Agreement and has settled this matter with Mr [redacted] 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 PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on September 13, 2016, [redacted] reported the garage door opener is not workingThe representative that took the information states at the homeowners own admission, this was an issue prior to her purchasing the homeThe claim was denied due to the failure occurring prior to the warranty going into effect [redacted] disputedIt was decided to send out an independent service contractor [redacted] ***The technician reported the motor heats up and it hums but the motor won’t turnThe contractor was authorized to replace the garage door openerA supervisor called [redacted] and received her voice mailShe left a message with her direct lineShe may call the supervisor back if she has any further concerns HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ The Office of the President at [redacted] Home Buyers Warranty of Virginia, Inc(" [redacted] ) is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Ms[redacted] Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We do apologize for any frustration that Ms[redacted] may have experienced during the claim handling processOur records indicate that on [redacted] 15, the independent service contractor who evaluated Ms[redacted] unit stated that the evaporator coil was leaking and would need to be replacedThis part was ordered on [redacted] 18, with the instructions that the part was to be shipped to the service contractor On [redacted] 22, [redacted] was contacted by Ms[redacted] who stated the service contractor had received the parts but was not able to make the repairs until June 10, Later, the service contractor was able to change this appointment time and complete repairs on June 2, In her response Ms[redacted] does state that she was not treated in a professional manner by a [redacted] representative [redacted] strives to provide polite, professional service and anything less is unacceptableWe will have these calls reviewed internally We sincerely apologize for the delay that Ms[redacted] experiencedWith this said, we regret that we are not able to reimburse Ms[redacted] the $that she is requestingAs the repairs were completed by the service provider, it is that contractor who is owed payment for repairs Similarly, we are not responsible for reimbursement of any of the $1,cost that Ms[redacted] quoted was paid due to the delay in the repairs pursuant to section B-of her Agreement which states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Again we apologize for the inconvenience that Ms[redacted] experiencedWe would like to thank her for bringing this to our attention so we may evaluate the matter furtherAs the repairs have been completed, we respectfully request this matter be considered closed Sincerely, [redacted] Reeves Office of the President [redacted] Home Buyers Warranty of Virginia, Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from [redacted] Home Warranty because I do not feel that they are taking responsibility for their part of this issueHowever, the contractor has completed services so if the Revdex.com decides to close this complaint that is fine with me Final Business Response / [redacted] (4000, 9, 2015/06/22) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal by Ms[redacted] Thank you for the opportunity to review further We apologize if Ms[redacted] feels that HBRWC is not taking her concerns seriouslyAs our previous response indicated, we are reviewing the calls with our companyAs this is an internal investigation involving individuals employed by HBRWC, we do not release our findings or decisions customersWe appreciate MrVaughn's understanding Sincerely, [redacted] Reeves Office of the President Home Buyers Resale Warranty Corporation Final Consumer Response / [redacted] (2000, 12, 2015/07/08) */
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 The warranty company also agreed to have the new contractor fix all the botched work at no charge to me.I am truly satisfied 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 June 26, 2016, [redacted] reported her air conditioner is not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported the condensing fan motor seized and needs to be replacedThe contractor was authorized to repair [redacted] called on July 19, on the statusA call was placed to the contractor, they reported that after the fan motor was replaced they found the compressor shorted to ground and a leak on the indoor evaporator coilThis was reviewed by our parts department and found this is a thru the wall unit and we needed the model # of the compressor to orderThe contractor was not responding to usContractor relations got involved to get a hold of the contractorThe contractor then reported that there is also a leak in the condensing coilDue to the major multiple failures, it was decided to replace the a/c systemThe contractor was authorized to replace the systemA call was placed to [redacted] and a voice message was left to confirm completion We apologize that some of the delay that occurred is due to the contractor and was preventableThis has been addressed with contractor relationsWe also acknowledged her statements regarding her customer service experience she received and hold timesWhen 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 calls and do not always respond in the time allottedWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersConcerning [redacted] ’s desired settlement for compensation of her phone bill, lost time and refund of her renewal warrantyPer the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We regret that we cannot be of further assistance in this regardIf [redacted] meant to say she wants to cancel her Agreement with HBRWC, she may send a written request to [redacted] Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 4, 2015/06/15) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] ***We have located Ms***' Limited Home Service Agreement and applicable claimThank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Ms [redacted] may have experienced during the claims handling processOur records indicate that on June 11, HBRWC authorized for a payment of $to reimburse Ms [redacted] for the purchase of a power cord for her new dryer In most cases, replacement dryers do come with a power cordWe sincerely apologize that did not occur in this instanceWe regret that the venting that Ms [redacted] advised of is not eligible for coverageUnder the Washer/Dryer trade section of Ms***' Agreement it does state, "Excluded: venting." As such, we are not able to offer further assistance with the venting to the dryer We thank Ms [redacted] for bringing her concerns to our attention so we may evaluate the matter furtherMs [redacted] may expect a check to arrive within the next 7-business daysAs we have issued reimbursement per Ms [redacted] desired resolution, we respectfully request this matter be considered closed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on January 20, 2017, Mr [redacted] reported online that there is dampness on the ceiling below the upstairs showerA leak is suspected from the shower drainThe independent contractor, [redacted] was dispatched to the property and reported “the drain gasket for the shower drain is leaking around the drain” per the Agreement on page under Plumbing, the items included for coverage; “Water drain, waste or vent pipe leaks or breaks”This means there must be a break or a leak within the plumbing to be eligible for coverage However, the plumbing drain is not leaking, but rather the gasket between the shower-base pan and the plumbing drain has worn causing the leakThe purpose of the gasket is to prevent water from leaking between the shower-base pan and drainThe gasket is not within the plumbing but outside and not eligible for coverage per the Terms & Conditions 4; “are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service;” Gaskets are not included as an eligible serviceIn addition, fixtures are excluded from coverage under Plumbing exclusions “EXCLUDED: fixtures, shower-base pans, strainers, caulking, grouting”If Mr [redacted] can show us it was indeed the drain line leaking and not the gasket, we will reevaluate his claim We regret, we are unable to reimburse any additional amountWe 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 President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 4, 2016, [redacted] reported her door is off track and possible it does not openThe soonest our contractor could get out to service was August 6, [redacted] used her own contractor for sooner serviceHer contractor’s price was over our guidelinesIt is not noted that a representative offered $There was a misunderstanding concerning the out of network guidelines and a supervisor made the decision to settle with [redacted] to her satisfaction HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her 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 July 31, 2016, it was reported online that the air conditioner was not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported “the compressor burnt out, compressor blew a terminal which leaked all the Freon from the system, direct cause is from a lightning strike.” Pictures were received and there were definitely visible scorch marks on the compressor [redacted] has disputed that a lightning strike did not cause this failureWe are understanding of thisA supervisor has been assigned to this caseThe supervisor has decided to send a second opinionThe supervisor called [redacted] and left a voice message that we have dispatched a second opinion and he left his direct line for a call backIn the event that the second opinion does come back stating the same failure, we would advise [redacted] to check with his home insurance HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Ms [redacted] Thank you for the opportunity to review further The pictures were reviewed and the top of the water heater shows evidence of rustThe water heater was leaking prior to the Agreement going into effectThe rebuttal provides no additional information to overturn our decisionMs [redacted] had decided to cancel her Agreement with 2-HBWWe apologize that her experience has led her to this decision Sincerely, Office of the President Home Buyers Resale Warranty Corporation