Complaint: [redacted] I am rejecting this response because: 2-is claiming that the they are not responsible for any cosmetic pieces (trim kit), but what good is a warranty that does not cover an appliance to fit properly back into it's designated place in the kitchen? The microwave that was offered to us was smaller and therefore would have left a gap between the trim kit and the microwave 2-further claims that there was no guarantee a replacement of the same microwave we had would have fit with our trim kit yet the picture attached shows differentlyWe decided to purchase the exact microwave we had (it cost us $465) As you can see the brand we had fits perfectly into the trim kit that was designed for it It's a shame that 2-had no problem taking my payments every month yet when it came time to make good on their warranty they were unable to do that Additionally I posted on 2-10's facebook page and was asked to send a private message and would receive a response I'm still waiting for that response and it has been over two weeks Sincerely, [redacted] ***
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 1, 2016, [redacted] reported his refrigerator was not cooling Independent service contractor, Sears was dispatched to the home and reported online that the evaporator motor had to be replaced [redacted] was still having the problem and Sears could not service in a timely mannerIndependent contractor Boyd Appliance was dispatched and found that the defrost control board had shorted and they were authorized to do the repairBoyd did not respond and do to the length of this claim [redacted] was offered a replacement refrigerator or a replacement buyout [redacted] accepted the replacement buyoutWe also were not aware he paid service feesWe are refunding one of the service feesThe check will take approximately business days to receive it HBRWC apologizes to [redacted] for the experience he has had concerning his experience with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe contractors have been sent to our contractor relations department to addressWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers 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 Refrigerator claimThank you for the opportunity to review and respond Our records indicate on April 7, 2016, [redacted] reported his refrigerator was not cooling and not freezingIndependent service contractor, USA Services Company was dispatched to the home and reported the contending fan motor had shortedUSA was authorized to replace the motor On April 22, 2016, [redacted] called back upset that the refrigerator is still not repaired after the motor was replacedDue to the contractor’s performance, it was agreed to reimburse [redacted] his service fee [redacted] did not want to use the contractor again and went outside of the warranty to have the repairs madeHe was not aware that his contractor needed approval prior to making repairsA representative of this department contacted [redacted] and has come to a satisfactory settlement HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to his experience with the contractorHis complaint was passed along to our contractor relations department to investigate and address the contractorConcerning his experience with our customer service teamWe would like to thank Rick Gultekin for bringing his 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 Sincerely, Office of the President Home Buyers Resale Warranty Corporation
2-Home Buyers Warranty (“2-HBW”) is in receipt of complaint [redacted] submitted by James [redacted] Thank you for the opportunity to review and respond We apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the complaint process Our records indicate that the effective date for Mr [redacted] warranty was July 27, Per the terms of Mr [redacted] warranty booklet, loose or broken tile and/or improper installation of the subflooring are only warrantable during the year Workmanship period In his complaint Mr [redacted] notes that this defect to the tile was first observed on January In turn, this was not reported to 2-HBW until April 20, 2017, months into the warranty period As such, we regret that the warrantable workmanship term had expired when the loose tile was reported to 2-HBW The builder is not responsible for addressing this tile or making any repairs Similarly, Mr [redacted] tile is not warrantable through 2-HBW regardless of the reason for the failure This is pursuant to the terms and conditions outlined in Mr [redacted] warranty booklet, Section IV-D which states, “Workmanship and systems defects must be reported to 2-HBW as soon as possible but no later than days after the expiration of the warrantable term.” We do empathize with Mr [redacted] situation, particularly with the safety concerns that he has for his children At the same time, 2-HBW is bound by the terms of the warranty as well as applicable New Jersey state laws which govern our business practices If an item is not reported within the warrantable period, then it is not covered and 2-HBW will not be able to offer assistance towards repairs While this is not warrantable, 2-HBW does appreciate Mr [redacted] bringing this to our attention so we could review the matter further We apologize that we are not able to be of further assistance with this matter Sincerely, Rachel Reeves Warranty Administration 2-Home Buyers Warranty
Initial Business Response / [redacted] */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement and applicable claim Thank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claims handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have Mr [redacted] 's claim reviewed and addressed internally per the information that Mr [redacted] provided regarding long hold times and contractor delays Our records indicate that on [redacted] 12, HBRWC authorized the independent service contractor HVAC Repairs to replace Mr [redacted] 's gas package unit with a new R410A systemThe equipment has been ordered, and Mr [redacted] will be contacted by the contractor to schedule an installation time once the new unit is availableHBRWC will continue to track this claim and we will update Mr [redacted] as new information becomes available We again would like to apologize for the delay that Mr [redacted] experiencedWe appreciate Mr [redacted] bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] */ (The consumer indicated he/she ACCEPTED the response from the business.) The air conditioner was finally fixed, almost a week after they put the work order inThe company did not do a good job moving quickly or responding to the complaint on the phone, but the air conditioner is finally fixedStill not impressed by the company but at least we are finally done
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable air condition claimThank you for the opportunity to review and respond Our records indicate on May 1, 2016, [redacted] reported his main air conditioner is not blowing cold airIndependent service contractor, AZ Remodeling & Plumbing was dispatched to the home and found there was a Freon leak at the compressorThe contractor recommended replacing the compressorNo other issues were foundThe contractor was to call HBRWC back with the compressor informationNumerous calls were made to the contractor but he still did not have this informationThe contractor was passed along to our contractor relations department to address the contractor for delaying the claimIt was decided to send another Independent service contractorClimate Care Air Conditioning was dispatched to the home and found the compressor had groundedNo other issues were foundClimate Care did recommended replacing the customer system because it was old There were no other failure found to the system other than the compressorWe do not replace an entire system solely due to ageWe acknowledge the statement made by [redacted] concerning the Band-Aid fixAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCWe do take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely oursBoth the contractors stated the compressor can be replacedIn the Agreement, under the Terms & Conditions; B-1” We solely determine whether covered systems or appliances and their components will be repaired or replaced”HBRWC has chosen to replace the compressor We regret we will not be replacing [redacted] entire system due to one component of his air conditioning needing to be replacedHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementHBRWC apologizes to MrRaether for the delay of this claimWe strive to provide fast, friendly and reliable service to all our customersHis feedback allows our company to serve our customers better 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 Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond At the time of the requested service, the dispatched department was not able to locate a plumbing contractor to service Mr [redacted] ’s water heaterThe guidelines for using a contractor out of our network were emailed to Mr [redacted] We do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular tradeWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-“If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service." Mr [redacted] did find a contractor, however his cost was extreme, even at retail costMr [redacted] then located another contractor that was reasonableThis contractor was approved to replace the water heaterThe only out of pocket expense for Mr [redacted] was his service feeContractors out of our network prefer to be paid by the homeowner rather than going through the warranty company, therefore we request a homeowner pay upfrontMr [redacted] ’s did have a snaking claim on May 22, 2017, where we did receive the invoice for $and we paid the full amount of the invoice less his service feeThe check was issued on June 16, If Mr [redacted] did not receive this refund, we ask he call accounting at 1-866-231-and reference his work order [redacted] These are the only claims 2-HBW had receive a diagnosis onIf Mr [redacted] had any other claims, there would be no compensation as work was done without our prior approval We apologize to Mr [redacted] that she did not receive the quality service that he expected as 2-HBW is committed to providing superior home warranty protection and customer serviceHis feedback allows our company to serve our customers betterWe will have his concerns including the lengthy hold time he reported with purchasing 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 [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond We regret the Heat Recovery System is not eligible for coverage under the Agreement, which state in the Terms & Conditions “We provide service for covered systems and/or appliances: are specified as “included” on pages 3, and of this Service AgreementIf a system or item is not specified as “included” then it is not eligible for service;” This means since the Heat Recovery System is not listed as a covered item, it is not eligible for coverage (repair) The Heat Recovery System could very well be code in [redacted] but the system itself has failed and it is not an item that is listed as coveredFor example, if an HVAC item (ex: furnace) that was eligible for coverage had failed and in need of replacementThe contractor reports that the new furnace needs to be bought up to code in order to pass inspection, then the HVAC Plus option would applyPer the Agreement; HVAC Plus option: “Perform service related to mismatched systems, components having incompatible capacity ratings on covered system or other code violations deemed necessary to affect covered repairs and replacements to heating or air conditioningEXCLUDED: *Upgrades not related to an eligible repair” The Heat Recovery System itself is not a covered system and it is not a covered repair The present Heat Recovery System is not a code issue but a failure to an item that is not listed as covered under the Agreement We do apologize to [redacted] for the confusion [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ The Office of the President at Home Buyers Resale Warranty Corporation 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 claim HBRWC would like to begin by sincerely apologizing by any frustration or inconvenience that Mr [redacted] may have experienced during the claim handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe acknowledge Mr [redacted] 's statements regarding the customer service representatives that he spoke with and will have these addressed internallyWe further acknowledge Mr [redacted] 's dissatisfaction with the contractors at the property and will have this reviewed further and addressed as well Our records indicate that on November 5, the initial denial for Mr [redacted] 's water heater was overturnedThe water heater was replaced the following day, as verified by Mr [redacted] on November 9, In addition the PRV was eligible for coverage and replaced We would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriouslyAt this time, we have verified that his desired resolution to have the water heater replaced through HBRWC has occurredWe look forward to serving any future warranty needs that he may have Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 21, 2017, [redacted] reported her air conditioner is not coolingFor sooner service, she requested to use her own contractorThe representative explained the guidelines as well as email them to herNumber of the guidelines explains how we will only pay what we would pay a network contractorNumber explains how the customer is responsible to pay their contractor and how to be reimbursed “ 2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacementThe cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursementPlease mail your request for reimbursement after we have authorized/adjudicated the claim to: [redacted] or Fax: [redacted] You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.” In addition, Number of the guidelines which explains how reimbursement is calculated is also locate in the Agreement under the Terms & Conditions; A-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)” On November 24, 2017, the representative has noted that she did lose the contractor information and tried calling the contractor back but received a busy signalThe diagnosis was received later that afternoonThe contractor reported the indoor blower motor was not workingHis cost for the motor and labor was $1,This cost is much higher than what a contractor in our network would charge$blower motor$laborThe claim was authorized for $- $service fee = $The notes do not reflect a supervisor offering full reimbursementOn July 26, 2017, a representative offered the $reimbursementThe customer advised she has a recorded statement from a representative that we would reimburse $Due to the confusion on this claim, a representative offered to reimburse $and $service fee [redacted] accepted the reimbursement HBRWC apologizes in advance if any of our customer service representative(s) assisting with her service gave her misleading information as we do take these matters seriouslyHer customer service concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:The contractor that was dispatched out indicated that our fan and compressor needed replaced and then proceeded to try and sell us a new unit However, I would like to point out the section in the warranty that states "are in place and in good and safe working order at the beginning of the service periodCoverage will apply to 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, A visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated." Given your contract the item in question was operable at the time the warranty was taken out and the contract specifically states that coverage will apply to an existing defect In the mean time since I could not wait for you to figure out your own contract I had to have to work performed out of my own pocket At this point I would like a full refund for the entire amount paid on this warranty since you will not honor our contract 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 Our records indicate on September 22, 2017, [redacted] reported his air conditioner is not blowing cold airThe independent contractor, [redacted] was dispatched and reported the compressor has shorted and locked up the fan motor [redacted] did not want to move forward with repairs as he wanted his system replaced and was interested in taking a buyoutThe representative offered [redacted] the cash buyout of $using the national guides for parts or he can wait until we know the actual cost of the parts for an exact cash buyout amount [redacted] advised the representative, he would like to wait for the cash buyout using the actual parts costThe parts research department located the costs of the parts and they were lowerThe revised cash buyout is $This is the actual cost that 2-HBW would pay to replace the compressor and fan motorThe new buyout amount was presented to [redacted] which he has not accepted Our offer of $actual cash buyout would be the amount of reimbursementIn the Agreement under Who pays what? “The service fee is due when the service contractor arrives at the home.” The service fees are paid directly to the independent contractor for their travel and diagnostic timeThe service fees are kept by the contractor and not transferred to 2-HBWWe regret we will not reimburse the service fee We respectfully disagree with [redacted] when he stated “This is clearly a deceptive business practice that their agents are trained for.” This is an incorrect statement that we do not take lightly2-HBW takes pride as a Warranty company2-HBW was established in and have covered over million new and pre-owned homes Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ The Office of the President at [redacted] ( [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 thank Ms[redacted] for providing us with her feedback [redacted] strives to provide fast, reliable service and anything less is unacceptableWe will conduct and internal review regarding her complaints with the customer service that she received Our records indicate that on [redacted] 29, Ms[redacted] contacted [redacted] to state that there were multiple Plumbing leaksMs[redacted] requested to use her own service provider outside of ***'s network of preferred service vendorsThat day, [redacted] was contacted by [redacted] with a report on the failures present The first reported failures were to a toilet tank that was leaking due to failures to the control valve, ballcock, flapper, handle, and cut off valveThe contractor had already made repairs to the toilet prior to contacting our companyAs such, we regret this item is not eligible pursuant to the 'Who Pays What?' section of Ms [redacted] Agreement when it states, " [redacted] will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid." The contractor also cleared a drain line with a snaking machine prior to contacting ***This claim was denied for the same reason, as [redacted] did not give prior authorization for that service The contractor also stated that the dishwasher discharge drain line had not been installed correctly, and would need to either be re-run or had tubing added to raise the line to a higher levelCorrecting this failure due to improper installation is not eligible per section B-of Ms [redacted] Agreement which states, "Costs to repair failures due to inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner's expenseCorrection of improper installations or correction of mismatched equipment will be at homeowner's expense." Finally, the contractor reported that there was a leak occurring under the kitchen sink and that the basket strainer and some piping would need to be replacedThis failure is eligible as the repairs had not been completed yet and Plumbing leaks are listed as eligible in the appropriate trade sectionMr [redacted] contractor quoted $in parts and labor to repair this leak [redacted] agreed to reimburse Ms[redacted] for this amountIn order for the check to be processed, we request that Ms[redacted] email a copy of her invoice to [redacted] We do apologize for any frustration that Ms[redacted] may have experiencedWith this said, we regret that we are not able to reimburse the full $that she is requesting, as the only item eligible for coverage was the leak below the kitchen sinkWe thank Ms[redacted] for bringing this to our attention, and await her repair invoice so we may reimburse the $for eligible repairs Sincerely, [redacted] Office of the President [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never told I was receiving any refund or reimbursement due to the $call fee! I want a straight answer before I go through even more trouble to get the invoice to themWas their representative incorrect by telling me I receive nothing or are they rescinding that decision and giving me $75? The rep was extremely smart mouthed and rude and took pleasure in telling me I was to receive nothing for the trouble as well as the plumber wasting an hour on the phone with himThey can email or call me directThey have my info Final Business Response / [redacted] (4000, 9, 2015/07/11) */ The Office of the President at [redacted] ( [redacted] ") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review this matter The customer service representative that [redacted] spoke with on [redacted] 29, was correct in stating that any repairs made without the prior approval of [redacted] are not eligible for coverageWith this said, it was the intention of the Office of the President at [redacted] to offer this amount as gesture of goodwill, since she stated she received poor customer serviceThis reimbursement has been authorized under claim number XXXXXXX; [redacted] will finish processing the request upon receipt of the invoice In order to process the reimbursement check, we would reiterate must receive an invoice verifying the repairs were completed by the service contractorThis may be emailed to [redacted] or faxed to [redacted] We apologize for this inconvenience We appreciate [redacted] bringing this to our attention and await her invoice so we may move forward with processing the reimbursement Sincerely, [redacted] Office of the President [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their goodwill gesture shows me they did indeed listen to my concerns and wish to provide better service to clientsI hope the employee is retrained on tact and professional behavior for future callsI will fax the invoice and await the reimbursement as agreed upon in their rebuttal
Our records indicate on June 28, 2016, [redacted] reported online his air conditioner is not reaching the desired temperatureThere was a delay in locating a contractor that could service in a timely manner so the representative waived [redacted] service fee The first independent contractor did not respond to [redacted] or HBRWCThey have been sent to our contractor relations department to addressThe independent contractor, Action Heating & Air was dispatched to the home and reported the condensing coil has damage from hail and getting hit by a lawn mower over time, he got the coil cleaned and found the compressor is damaged and not working properlyThe technician recommends replacing the condensing unit The failures were not do to wear and tear and the claim was denied based on the Agreement, under the Terms & Conditions B-8.” There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse, storms, acts of God” On July 17, 2016, [redacted] disputed stating he has lived in the home for years, he sent in pictures of the condensing unitOn July 21, the picture was received and reviewedThe coil shows crushed fin damageThere were no reported Freon leaks due to the lawn mower or the hail damageWe were looking at just replacing the compressor but not sure if the compressor would overheat and fail due to the crushed finsA call was placed to the contractor to see if replacing the compressor would work and a message was left to call backThe representative called [redacted] and was explained that we have a call into the contractor to see if the compressor could just be replacedHe explained he is having a contractor come out and replace his entire system on Saturday July 23, The representative offered to locate another contractor but most likely would not be able to find a contractor to come out this same day on such short noticeAction Heating called back and said replacing just the compressor would not work due to there is too much coil damage that the coil cannot discharge the heat Later on July 21, 2016, an email was received from [redacted] how he is dissatisfied and will be using his contractor to replace the system in the morningWe are understanding of his situationA concession was offered to [redacted] but he has refused the offer HBRWC would like to apologize for the frustration and inconvenience [redacted] has experienced We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement 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 [redacted] ’s gas pack was replaced in by HBRWC with a Carrier product that was installed by independent service contractor, [redacted] On July 12, 2016, [redacted] reported the blower motor is constantly runningIndependent service contractor, [redacted] was dispatched to the home and reported the evaporator coil is leaking and the evaporator coil needs to be replaced [redacted] did not report the system was unrepairable and in need of replacementWe do apologize if the contractor told [redacted] that the system had to be replacedTo be clear, all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCIf the independent contractor replaced the system, this was without our knowledge or direction and her dispute would be with [redacted] and not HBRWCIf [redacted] would please refer to the Agreement under the Terms & Conditions; section C-“We will not pay for any services performed without our prior authorization.” In addition E-1; “We reserve the right to determine whether Eligible Equipment or its components will be repaired or replaced.” Even if the independent service contractor’s recommendation was to replace the system, the final decision for repairs or replacement is solely oursWhen only one component has failed on a systemOur decision would have been to repair and not replace [redacted] has been sent to our contractor relations department to address this issue A representative has contacted [redacted] and a repair buyout at our cost to replace the evaporator coil has been offered to herShe is still in discussion with the representativeHBRWC 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”) that went into effect August 11, and applicable claimThank you for the opportunity to review and respond Our records indicate on August 13, 2016, [redacted] reported his air conditioner is not blowing cold airThe independent service contractor, [redacted] was dispatched to the home and reported the system was void of Freon and there is a leak in the condensing unitThe claim was called in days after the warranty effective dateOriginally the claim was denied as “not in good working order at the beginning of the service period.” From our experience, it takes much longer than days for an a/c system to lose all of its FreonMr [redacted] did send in his home inspection which showed the system was in good working order and the denial was overturnedIt was first decided to replace the condensing coil because it was more cost effective, however on August 23, 2016, the contractor reported we would need to replace the condensing unitHe did not give us his justificationWe finally were able to get a hold of the contractor and he refused to replace just the coil as to the type of coil it isAs not to hold up the claim any further, the condensing unit was orderedOn September 7, 2016, a represented called Mr [redacted] and confirmed the work is complete HBRWC would like to apologize for any inconvenience and delay [redacted] has 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
Complaint: [redacted] I am rejecting this response because:As per my previous two extensive write-ups your company will not be receiving a positively closed claim from myself As such, I am marking this response as rejected because your service is so poor I was forced to cancel my warranty with 2-due to undue stress, wasted time, and the fact that your company does not deserve any of my money or further attention Add up the billable hours that you paid your employees and you'll find that my initial request was not only completely reasonable, but would have also saved you money in the long run Your company has terrible business practice and customer careAttached is the Revdex.com complaint submission regarding this issue to demonstrate how this fraudulent home warranty company works in tandem with a fraudulent repair company Sincerely, [redacted] And [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] ***’s Limited Home Service Agreement (“Agreement”) which was effective from April 24, to April 23, along with the applicable claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on March 2, 2016, [redacted] reported that her plumbing was backed up and the claim was set up as an emergencyIndependent service contractor South Carolina Plumbing & Gas was sent the emergency dispatchThe emergency guidelines, as set out on page of the Service Agreement ("Agreement") states, "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.” To achieve this, HBRWC dispatches out every claim immediately Unfortunately, South Carolina Plumbing & Gas did not meet the hour emergency guidelineOn March 4, 2016, South Carolina Plumbing & Gas agreed to service [redacted] without a service feeOn March 5, [redacted] called stating she had a scheduled appointment with the contractor but was not able to get a hold of the contractorAt this time we offered [redacted] to find her own contractor to clear the stoppageShe agreed to this and she was able to find K Plumbing to serviceK Plumbing found the washing machine and kitchen sink lines were cloggedThey were able to clear the lineK Plumbing was paid by Credit Card [redacted] ***’s service was waivedAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are not employees of HBRWCEvery effort is made to find a contractor to service in a timely mannerHBRWC does not have full control over their schedule and there are times the contractor does not make this deadlineAgain we apologize for the inconvenience which [redacted] experienced HBRWC strives to provide a fast, reliable, friendly and positive experience to all our customersWe will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our serviceWe look forward to servicing her future warranty needsSincerely, 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 HBRWC received a claim from [redacted] on May 24, with the report that the air conditioning system was not blowing cold air The Independent contractor, [redacted] went to the property and reported there is a leak in the indoor evaporator coil on the Air Conditioner and there is a crack on the third heat exchanger for the furnace [redacted] was authorized to replace both the indoor evaporator coil and furnaceHBRWC ordered the equipment through Lennox The Field Service Manager (“FSM”) for [redacted] , spoke to the owner as to why they have not pulled the permit for the inspectionThe FSM does have noted in the claim on August 10, that he spoke with the owner of [redacted] questioning his licenseThe owner advised in the state of [redacted] , as long as he holds a license to work in ***, they allow him to use that to work in [redacted] He told the FSM will have to call [redacted] county office to correct this issue On August 10, 2017, the FSM spoke to [redacted] and offered to dispatch the independent contractor, [redacted] to look at the unit [redacted] reported a permit was not pulledEverything is up to code and everything is sealed correctlyThe air conditioner has a degree temperature drop (normal)The humidifier is not hooked up and the plenum and transition needs to be rebuilt [redacted] was approved to complete these repairs [redacted] however would not pull a permit unless they did the install themselves The FSM did get a hold of [redacted] and they had not pulled the permit, as his mother had recently passed awayHe was not trying to avoid him and he has someone who is following up for himA few days later, the FSM tried to contact [redacted] on the status of the permit but he did not get a replyOn September 18, 2017, a representative called the [redacted] residence and received voice mailsA voice message advising we will be authorizing [redacted] to install another furnace as this is the only way they will pull the permit On September 19, 2017, the FSM heard from [redacted] and they can have the permit pulled by an affiliate contractor, [redacted] for a full inspectionOn September 19, 2017, the FSM spoke to both Mrand [redacted] , then sent this following email: “Hello Ms [redacted] , I’m not sure if the call was dropped due to signal, so I thought I would call you back and leave a voicemailAs per our conversation, we have got in contact with [redacted] to resolve this issue [redacted] will have another technician come out to your home to do one last inspection on the install since you are not confident in the job [redacted] performedOnce they inspect the unit and if they find no issues with the design, they will then have the permit inspector come out to pass the unit I have spoken to ***, and they stated everything on the unit is functioning fine, and the install is not improperThey stated the only thing needed is a permit pulled [redacted] refuses to pull permits for any system they did not install, so the only route they would have is a replacementThis was going to be done as a last resort if we were truly unsuccessful in getting in touch with [redacted] ***However we were able to get ahold of them I have spoken to [redacted] ***, and they stated to me they have left you several voice messages also in attempts to contact you with this info also I can coordinate them anytime today after pm, or anytime tomorrow Please let me know how you would like to move forward so I can inform [redacted] of the time Thanks” The FSM spoke with [redacted] and he decline to have the affiliate contractor, [redacted] come out for inspection in order to pull the permit because he was told by voice mail that we would be replacing the furnaceThe FSM advised, we will not replace the furnace again as all we need is a permit This is a brand new furnace that was installedWe were going to use [redacted] as a last resort, since [redacted] had not respondedSince [redacted] responded and is willing to have the permit pulled, there is absolutely no reason to tear out the new furnace and install another exact same furnaceIn the [redacted] ’s desired settlement, they requested a permit pulled so a thorough inspection can be completedThis is what HBRWC is trying to accomplishAt this point, the [redacted] ’s are delaying their claim A representative of this department called and spoke to [redacted] He does not want [redacted] or anyone associated with [redacted] inspect and pull the permitHe feels [redacted] illegally installed the furnaceWe discussed the voice message that was left on replacement of the furnaceThe representative explained that the voice message was before we heard from [redacted] , guaranteeing they will have the permit pulled for inspectionReplacement of the furnace is off the table since [redacted] or [redacted] will have the permit pulled for inspection [redacted] understands this but does not like [redacted] ’s workmanship and feels since they have been non responsive so often, he wants nothing to do with them or any contractor associated with themHBRWC is standing on the decision to have just the permit pulled for inspectionWe will not replace a new furnaceThe inspection report will determine if there are any issues that need to be addressed Our customers are always welcome to use their own contractors [redacted] did not have to use a network contractorHowever they will not have the benefit of the lower costs that we can provideWhen a customer chooses their own contractor, they will pay retailOur obligation is to only pay what we would pay a network contractor as stated in the Agreement A-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);” In addition, when a customer chooses to use their own contractor, they must also pay their contractor up front We acknowledge the delay that occurred with [redacted] was preventable and we apologize for this inconvenience [redacted] wants to make this right, if given the opportunityThere are some things that are out of our control as stated in the Agreement under the Terms & Conditions; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” The [redacted] ’s have also submitted a complaint with the Attorney General which HBRWC has already responded to including [redacted] ’s license and insurance informationAs stated in the [redacted] ’s desired settlement, our request with the [redacted] ’s is to let [redacted] or [redacted] do a final inspection and pull the permitThe inspection report will determine if there are any issues that need to be addressedHBRWC respectfully requests the Revdex.com consider closing this case as this is being handled through the Attorney General’s office 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 went into effect July 21, and applicable claimThank you for the opportunity to review and respond Our records indicate on July 26, 2016, [redacted] reported there was a leak in the basement and air was not blowing out very coldHe spoke to a representative and said he closed on Thursday July and moved in on Friday July and found the basement floor wet from condensation from the ac unitHe shut the unit down and called in the claimThe representative explained that this may be an issue that occurred prior to the effective date of the Agreement and if this is the case it will not be eligible for coverageShe explained there is a pre-existing clause in the AgreementThis is located in the Agreement under the Terms & Conditions “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 independent service contractor, [redacted] was dispatched and reported the system was low on refrigerant, added leak seal and the system worked for a short period until the Freon leaked out [redacted] was recalled right back to the home and reported the leak seal did not hold, there are leaks around the compressor, and it has shorted to groundThe contractor is afraid if he takes the compressor out, the unit may fall apartThe technician tried to do a leak test but the Freon was coming out everywhere The claim was reviewed and there was enough evidence to determine the system was not in good working order at the beginning of the Service Agreement and the claim was deniedMr [redacted] sent in his home inspectionFor a proper visual inspection and testing, would require a licensed HVAC companyA home inspector is not a licensed HVAC contractorThere were no mechanical tests or visual inspections such as temperature readings, done to the system to show that the system was in good working orderThe home inspection was not enough information to overturn the denialWe regret that [redacted] ’s air conditioner is not eligible for coverageWe apologize that we are not able to be of further assistance Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: 2-is claiming that the they are not responsible for any cosmetic pieces (trim kit), but what good is a warranty that does not cover an appliance to fit properly back into it's designated place in the kitchen? The microwave that was offered to us was smaller and therefore would have left a gap between the trim kit and the microwave 2-further claims that there was no guarantee a replacement of the same microwave we had would have fit with our trim kit yet the picture attached shows differentlyWe decided to purchase the exact microwave we had (it cost us $465) As you can see the brand we had fits perfectly into the trim kit that was designed for it It's a shame that 2-had no problem taking my payments every month yet when it came time to make good on their warranty they were unable to do that Additionally I posted on 2-10's facebook page and was asked to send a private message and would receive a response I'm still waiting for that response and it has been over two weeks Sincerely, [redacted] ***
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 1, 2016, [redacted] reported his refrigerator was not cooling Independent service contractor, Sears was dispatched to the home and reported online that the evaporator motor had to be replaced [redacted] was still having the problem and Sears could not service in a timely mannerIndependent contractor Boyd Appliance was dispatched and found that the defrost control board had shorted and they were authorized to do the repairBoyd did not respond and do to the length of this claim [redacted] was offered a replacement refrigerator or a replacement buyout [redacted] accepted the replacement buyoutWe also were not aware he paid service feesWe are refunding one of the service feesThe check will take approximately business days to receive it HBRWC apologizes to [redacted] for the experience he has had concerning his experience with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe contractors have been sent to our contractor relations department to addressWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers 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 Refrigerator claimThank you for the opportunity to review and respond Our records indicate on April 7, 2016, [redacted] reported his refrigerator was not cooling and not freezingIndependent service contractor, USA Services Company was dispatched to the home and reported the contending fan motor had shortedUSA was authorized to replace the motor On April 22, 2016, [redacted] called back upset that the refrigerator is still not repaired after the motor was replacedDue to the contractor’s performance, it was agreed to reimburse [redacted] his service fee [redacted] did not want to use the contractor again and went outside of the warranty to have the repairs madeHe was not aware that his contractor needed approval prior to making repairsA representative of this department contacted [redacted] and has come to a satisfactory settlement HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to his experience with the contractorHis complaint was passed along to our contractor relations department to investigate and address the contractorConcerning his experience with our customer service teamWe would like to thank Rick Gultekin for bringing his 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 Sincerely, Office of the President Home Buyers Resale Warranty Corporation
2-Home Buyers Warranty (“2-HBW”) is in receipt of complaint [redacted] submitted by James [redacted] Thank you for the opportunity to review and respond We apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the complaint process Our records indicate that the effective date for Mr [redacted] warranty was July 27, Per the terms of Mr [redacted] warranty booklet, loose or broken tile and/or improper installation of the subflooring are only warrantable during the year Workmanship period In his complaint Mr [redacted] notes that this defect to the tile was first observed on January In turn, this was not reported to 2-HBW until April 20, 2017, months into the warranty period As such, we regret that the warrantable workmanship term had expired when the loose tile was reported to 2-HBW The builder is not responsible for addressing this tile or making any repairs Similarly, Mr [redacted] tile is not warrantable through 2-HBW regardless of the reason for the failure This is pursuant to the terms and conditions outlined in Mr [redacted] warranty booklet, Section IV-D which states, “Workmanship and systems defects must be reported to 2-HBW as soon as possible but no later than days after the expiration of the warrantable term.” We do empathize with Mr [redacted] situation, particularly with the safety concerns that he has for his children At the same time, 2-HBW is bound by the terms of the warranty as well as applicable New Jersey state laws which govern our business practices If an item is not reported within the warrantable period, then it is not covered and 2-HBW will not be able to offer assistance towards repairs While this is not warrantable, 2-HBW does appreciate Mr [redacted] bringing this to our attention so we could review the matter further We apologize that we are not able to be of further assistance with this matter Sincerely, Rachel Reeves Warranty Administration 2-Home Buyers Warranty
Initial Business Response / [redacted] */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement and applicable claim Thank you for the opportunity to review and respond We do apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claims handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have Mr [redacted] 's claim reviewed and addressed internally per the information that Mr [redacted] provided regarding long hold times and contractor delays Our records indicate that on [redacted] 12, HBRWC authorized the independent service contractor HVAC Repairs to replace Mr [redacted] 's gas package unit with a new R410A systemThe equipment has been ordered, and Mr [redacted] will be contacted by the contractor to schedule an installation time once the new unit is availableHBRWC will continue to track this claim and we will update Mr [redacted] as new information becomes available We again would like to apologize for the delay that Mr [redacted] experiencedWe appreciate Mr [redacted] bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] */ (The consumer indicated he/she ACCEPTED the response from the business.) The air conditioner was finally fixed, almost a week after they put the work order inThe company did not do a good job moving quickly or responding to the complaint on the phone, but the air conditioner is finally fixedStill not impressed by the company but at least we are finally done
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable air condition claimThank you for the opportunity to review and respond Our records indicate on May 1, 2016, [redacted] reported his main air conditioner is not blowing cold airIndependent service contractor, AZ Remodeling & Plumbing was dispatched to the home and found there was a Freon leak at the compressorThe contractor recommended replacing the compressorNo other issues were foundThe contractor was to call HBRWC back with the compressor informationNumerous calls were made to the contractor but he still did not have this informationThe contractor was passed along to our contractor relations department to address the contractor for delaying the claimIt was decided to send another Independent service contractorClimate Care Air Conditioning was dispatched to the home and found the compressor had groundedNo other issues were foundClimate Care did recommended replacing the customer system because it was old There were no other failure found to the system other than the compressorWe do not replace an entire system solely due to ageWe acknowledge the statement made by [redacted] concerning the Band-Aid fixAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCWe do take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely oursBoth the contractors stated the compressor can be replacedIn the Agreement, under the Terms & Conditions; B-1” We solely determine whether covered systems or appliances and their components will be repaired or replaced”HBRWC has chosen to replace the compressor We regret we will not be replacing [redacted] entire system due to one component of his air conditioning needing to be replacedHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementHBRWC apologizes to MrRaether for the delay of this claimWe strive to provide fast, friendly and reliable service to all our customersHis feedback allows our company to serve our customers better 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 Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond At the time of the requested service, the dispatched department was not able to locate a plumbing contractor to service Mr [redacted] ’s water heaterThe guidelines for using a contractor out of our network were emailed to Mr [redacted] We do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular tradeWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-“If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service." Mr [redacted] did find a contractor, however his cost was extreme, even at retail costMr [redacted] then located another contractor that was reasonableThis contractor was approved to replace the water heaterThe only out of pocket expense for Mr [redacted] was his service feeContractors out of our network prefer to be paid by the homeowner rather than going through the warranty company, therefore we request a homeowner pay upfrontMr [redacted] ’s did have a snaking claim on May 22, 2017, where we did receive the invoice for $and we paid the full amount of the invoice less his service feeThe check was issued on June 16, If Mr [redacted] did not receive this refund, we ask he call accounting at 1-866-231-and reference his work order [redacted] These are the only claims 2-HBW had receive a diagnosis onIf Mr [redacted] had any other claims, there would be no compensation as work was done without our prior approval We apologize to Mr [redacted] that she did not receive the quality service that he expected as 2-HBW is committed to providing superior home warranty protection and customer serviceHis feedback allows our company to serve our customers betterWe will have his concerns including the lengthy hold time he reported with purchasing 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 [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond We regret the Heat Recovery System is not eligible for coverage under the Agreement, which state in the Terms & Conditions “We provide service for covered systems and/or appliances: are specified as “included” on pages 3, and of this Service AgreementIf a system or item is not specified as “included” then it is not eligible for service;” This means since the Heat Recovery System is not listed as a covered item, it is not eligible for coverage (repair) The Heat Recovery System could very well be code in [redacted] but the system itself has failed and it is not an item that is listed as coveredFor example, if an HVAC item (ex: furnace) that was eligible for coverage had failed and in need of replacementThe contractor reports that the new furnace needs to be bought up to code in order to pass inspection, then the HVAC Plus option would applyPer the Agreement; HVAC Plus option: “Perform service related to mismatched systems, components having incompatible capacity ratings on covered system or other code violations deemed necessary to affect covered repairs and replacements to heating or air conditioningEXCLUDED: *Upgrades not related to an eligible repair” The Heat Recovery System itself is not a covered system and it is not a covered repair The present Heat Recovery System is not a code issue but a failure to an item that is not listed as covered under the Agreement We do apologize to [redacted] for the confusion [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ The Office of the President at Home Buyers Resale Warranty Corporation 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 claim HBRWC would like to begin by sincerely apologizing by any frustration or inconvenience that Mr [redacted] may have experienced during the claim handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe acknowledge Mr [redacted] 's statements regarding the customer service representatives that he spoke with and will have these addressed internallyWe further acknowledge Mr [redacted] 's dissatisfaction with the contractors at the property and will have this reviewed further and addressed as well Our records indicate that on November 5, the initial denial for Mr [redacted] 's water heater was overturnedThe water heater was replaced the following day, as verified by Mr [redacted] on November 9, In addition the PRV was eligible for coverage and replaced We would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriouslyAt this time, we have verified that his desired resolution to have the water heater replaced through HBRWC has occurredWe look forward to serving any future warranty needs that he may have Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 21, 2017, [redacted] reported her air conditioner is not coolingFor sooner service, she requested to use her own contractorThe representative explained the guidelines as well as email them to herNumber of the guidelines explains how we will only pay what we would pay a network contractorNumber explains how the customer is responsible to pay their contractor and how to be reimbursed “ 2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacementThe cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursementPlease mail your request for reimbursement after we have authorized/adjudicated the claim to: [redacted] or Fax: [redacted] You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.” In addition, Number of the guidelines which explains how reimbursement is calculated is also locate in the Agreement under the Terms & Conditions; A-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)” On November 24, 2017, the representative has noted that she did lose the contractor information and tried calling the contractor back but received a busy signalThe diagnosis was received later that afternoonThe contractor reported the indoor blower motor was not workingHis cost for the motor and labor was $1,This cost is much higher than what a contractor in our network would charge$blower motor$laborThe claim was authorized for $- $service fee = $The notes do not reflect a supervisor offering full reimbursementOn July 26, 2017, a representative offered the $reimbursementThe customer advised she has a recorded statement from a representative that we would reimburse $Due to the confusion on this claim, a representative offered to reimburse $and $service fee [redacted] accepted the reimbursement HBRWC apologizes in advance if any of our customer service representative(s) assisting with her service gave her misleading information as we do take these matters seriouslyHer customer service concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:The contractor that was dispatched out indicated that our fan and compressor needed replaced and then proceeded to try and sell us a new unit However, I would like to point out the section in the warranty that states "are in place and in good and safe working order at the beginning of the service periodCoverage will apply to 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, A visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated." Given your contract the item in question was operable at the time the warranty was taken out and the contract specifically states that coverage will apply to an existing defect In the mean time since I could not wait for you to figure out your own contract I had to have to work performed out of my own pocket At this point I would like a full refund for the entire amount paid on this warranty since you will not honor our contract 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 Our records indicate on September 22, 2017, [redacted] reported his air conditioner is not blowing cold airThe independent contractor, [redacted] was dispatched and reported the compressor has shorted and locked up the fan motor [redacted] did not want to move forward with repairs as he wanted his system replaced and was interested in taking a buyoutThe representative offered [redacted] the cash buyout of $using the national guides for parts or he can wait until we know the actual cost of the parts for an exact cash buyout amount [redacted] advised the representative, he would like to wait for the cash buyout using the actual parts costThe parts research department located the costs of the parts and they were lowerThe revised cash buyout is $This is the actual cost that 2-HBW would pay to replace the compressor and fan motorThe new buyout amount was presented to [redacted] which he has not accepted Our offer of $actual cash buyout would be the amount of reimbursementIn the Agreement under Who pays what? “The service fee is due when the service contractor arrives at the home.” The service fees are paid directly to the independent contractor for their travel and diagnostic timeThe service fees are kept by the contractor and not transferred to 2-HBWWe regret we will not reimburse the service fee We respectfully disagree with [redacted] when he stated “This is clearly a deceptive business practice that their agents are trained for.” This is an incorrect statement that we do not take lightly2-HBW takes pride as a Warranty company2-HBW was established in and have covered over million new and pre-owned homes Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ The Office of the President at [redacted] ( [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 thank Ms[redacted] for providing us with her feedback [redacted] strives to provide fast, reliable service and anything less is unacceptableWe will conduct and internal review regarding her complaints with the customer service that she received Our records indicate that on [redacted] 29, Ms[redacted] contacted [redacted] to state that there were multiple Plumbing leaksMs[redacted] requested to use her own service provider outside of ***'s network of preferred service vendorsThat day, [redacted] was contacted by [redacted] with a report on the failures present The first reported failures were to a toilet tank that was leaking due to failures to the control valve, ballcock, flapper, handle, and cut off valveThe contractor had already made repairs to the toilet prior to contacting our companyAs such, we regret this item is not eligible pursuant to the 'Who Pays What?' section of Ms [redacted] Agreement when it states, " [redacted] will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid." The contractor also cleared a drain line with a snaking machine prior to contacting ***This claim was denied for the same reason, as [redacted] did not give prior authorization for that service The contractor also stated that the dishwasher discharge drain line had not been installed correctly, and would need to either be re-run or had tubing added to raise the line to a higher levelCorrecting this failure due to improper installation is not eligible per section B-of Ms [redacted] Agreement which states, "Costs to repair failures due to inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner's expenseCorrection of improper installations or correction of mismatched equipment will be at homeowner's expense." Finally, the contractor reported that there was a leak occurring under the kitchen sink and that the basket strainer and some piping would need to be replacedThis failure is eligible as the repairs had not been completed yet and Plumbing leaks are listed as eligible in the appropriate trade sectionMr [redacted] contractor quoted $in parts and labor to repair this leak [redacted] agreed to reimburse Ms[redacted] for this amountIn order for the check to be processed, we request that Ms[redacted] email a copy of her invoice to [redacted] We do apologize for any frustration that Ms[redacted] may have experiencedWith this said, we regret that we are not able to reimburse the full $that she is requesting, as the only item eligible for coverage was the leak below the kitchen sinkWe thank Ms[redacted] for bringing this to our attention, and await her repair invoice so we may reimburse the $for eligible repairs Sincerely, [redacted] Office of the President [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never told I was receiving any refund or reimbursement due to the $call fee! I want a straight answer before I go through even more trouble to get the invoice to themWas their representative incorrect by telling me I receive nothing or are they rescinding that decision and giving me $75? The rep was extremely smart mouthed and rude and took pleasure in telling me I was to receive nothing for the trouble as well as the plumber wasting an hour on the phone with himThey can email or call me directThey have my info Final Business Response / [redacted] (4000, 9, 2015/07/11) */ The Office of the President at [redacted] ( [redacted] ") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review this matter The customer service representative that [redacted] spoke with on [redacted] 29, was correct in stating that any repairs made without the prior approval of [redacted] are not eligible for coverageWith this said, it was the intention of the Office of the President at [redacted] to offer this amount as gesture of goodwill, since she stated she received poor customer serviceThis reimbursement has been authorized under claim number XXXXXXX; [redacted] will finish processing the request upon receipt of the invoice In order to process the reimbursement check, we would reiterate must receive an invoice verifying the repairs were completed by the service contractorThis may be emailed to [redacted] or faxed to [redacted] We apologize for this inconvenience We appreciate [redacted] bringing this to our attention and await her invoice so we may move forward with processing the reimbursement Sincerely, [redacted] Office of the President [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their goodwill gesture shows me they did indeed listen to my concerns and wish to provide better service to clientsI hope the employee is retrained on tact and professional behavior for future callsI will fax the invoice and await the reimbursement as agreed upon in their rebuttal
Our records indicate on June 28, 2016, [redacted] reported online his air conditioner is not reaching the desired temperatureThere was a delay in locating a contractor that could service in a timely manner so the representative waived [redacted] service fee The first independent contractor did not respond to [redacted] or HBRWCThey have been sent to our contractor relations department to addressThe independent contractor, Action Heating & Air was dispatched to the home and reported the condensing coil has damage from hail and getting hit by a lawn mower over time, he got the coil cleaned and found the compressor is damaged and not working properlyThe technician recommends replacing the condensing unit The failures were not do to wear and tear and the claim was denied based on the Agreement, under the Terms & Conditions B-8.” There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse, storms, acts of God” On July 17, 2016, [redacted] disputed stating he has lived in the home for years, he sent in pictures of the condensing unitOn July 21, the picture was received and reviewedThe coil shows crushed fin damageThere were no reported Freon leaks due to the lawn mower or the hail damageWe were looking at just replacing the compressor but not sure if the compressor would overheat and fail due to the crushed finsA call was placed to the contractor to see if replacing the compressor would work and a message was left to call backThe representative called [redacted] and was explained that we have a call into the contractor to see if the compressor could just be replacedHe explained he is having a contractor come out and replace his entire system on Saturday July 23, The representative offered to locate another contractor but most likely would not be able to find a contractor to come out this same day on such short noticeAction Heating called back and said replacing just the compressor would not work due to there is too much coil damage that the coil cannot discharge the heat Later on July 21, 2016, an email was received from [redacted] how he is dissatisfied and will be using his contractor to replace the system in the morningWe are understanding of his situationA concession was offered to [redacted] but he has refused the offer HBRWC would like to apologize for the frustration and inconvenience [redacted] has experienced We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement 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 [redacted] ’s gas pack was replaced in by HBRWC with a Carrier product that was installed by independent service contractor, [redacted] On July 12, 2016, [redacted] reported the blower motor is constantly runningIndependent service contractor, [redacted] was dispatched to the home and reported the evaporator coil is leaking and the evaporator coil needs to be replaced [redacted] did not report the system was unrepairable and in need of replacementWe do apologize if the contractor told [redacted] that the system had to be replacedTo be clear, all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCIf the independent contractor replaced the system, this was without our knowledge or direction and her dispute would be with [redacted] and not HBRWCIf [redacted] would please refer to the Agreement under the Terms & Conditions; section C-“We will not pay for any services performed without our prior authorization.” In addition E-1; “We reserve the right to determine whether Eligible Equipment or its components will be repaired or replaced.” Even if the independent service contractor’s recommendation was to replace the system, the final decision for repairs or replacement is solely oursWhen only one component has failed on a systemOur decision would have been to repair and not replace [redacted] has been sent to our contractor relations department to address this issue A representative has contacted [redacted] and a repair buyout at our cost to replace the evaporator coil has been offered to herShe is still in discussion with the representativeHBRWC 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”) that went into effect August 11, and applicable claimThank you for the opportunity to review and respond Our records indicate on August 13, 2016, [redacted] reported his air conditioner is not blowing cold airThe independent service contractor, [redacted] was dispatched to the home and reported the system was void of Freon and there is a leak in the condensing unitThe claim was called in days after the warranty effective dateOriginally the claim was denied as “not in good working order at the beginning of the service period.” From our experience, it takes much longer than days for an a/c system to lose all of its FreonMr [redacted] did send in his home inspection which showed the system was in good working order and the denial was overturnedIt was first decided to replace the condensing coil because it was more cost effective, however on August 23, 2016, the contractor reported we would need to replace the condensing unitHe did not give us his justificationWe finally were able to get a hold of the contractor and he refused to replace just the coil as to the type of coil it isAs not to hold up the claim any further, the condensing unit was orderedOn September 7, 2016, a represented called Mr [redacted] and confirmed the work is complete HBRWC would like to apologize for any inconvenience and delay [redacted] has 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
Complaint: [redacted] I am rejecting this response because:As per my previous two extensive write-ups your company will not be receiving a positively closed claim from myself As such, I am marking this response as rejected because your service is so poor I was forced to cancel my warranty with 2-due to undue stress, wasted time, and the fact that your company does not deserve any of my money or further attention Add up the billable hours that you paid your employees and you'll find that my initial request was not only completely reasonable, but would have also saved you money in the long run Your company has terrible business practice and customer careAttached is the Revdex.com complaint submission regarding this issue to demonstrate how this fraudulent home warranty company works in tandem with a fraudulent repair company Sincerely, [redacted] And [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] ***’s Limited Home Service Agreement (“Agreement”) which was effective from April 24, to April 23, along with the applicable claimThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate on March 2, 2016, [redacted] reported that her plumbing was backed up and the claim was set up as an emergencyIndependent service contractor South Carolina Plumbing & Gas was sent the emergency dispatchThe emergency guidelines, as set out on page of the Service Agreement ("Agreement") states, "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.” To achieve this, HBRWC dispatches out every claim immediately Unfortunately, South Carolina Plumbing & Gas did not meet the hour emergency guidelineOn March 4, 2016, South Carolina Plumbing & Gas agreed to service [redacted] without a service feeOn March 5, [redacted] called stating she had a scheduled appointment with the contractor but was not able to get a hold of the contractorAt this time we offered [redacted] to find her own contractor to clear the stoppageShe agreed to this and she was able to find K Plumbing to serviceK Plumbing found the washing machine and kitchen sink lines were cloggedThey were able to clear the lineK Plumbing was paid by Credit Card [redacted] ***’s service was waivedAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are not employees of HBRWCEvery effort is made to find a contractor to service in a timely mannerHBRWC does not have full control over their schedule and there are times the contractor does not make this deadlineAgain we apologize for the inconvenience which [redacted] experienced HBRWC strives to provide a fast, reliable, friendly and positive experience to all our customersWe will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our serviceWe look forward to servicing her future warranty needsSincerely, 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 HBRWC received a claim from [redacted] on May 24, with the report that the air conditioning system was not blowing cold air The Independent contractor, [redacted] went to the property and reported there is a leak in the indoor evaporator coil on the Air Conditioner and there is a crack on the third heat exchanger for the furnace [redacted] was authorized to replace both the indoor evaporator coil and furnaceHBRWC ordered the equipment through Lennox The Field Service Manager (“FSM”) for [redacted] , spoke to the owner as to why they have not pulled the permit for the inspectionThe FSM does have noted in the claim on August 10, that he spoke with the owner of [redacted] questioning his licenseThe owner advised in the state of [redacted] , as long as he holds a license to work in ***, they allow him to use that to work in [redacted] He told the FSM will have to call [redacted] county office to correct this issue On August 10, 2017, the FSM spoke to [redacted] and offered to dispatch the independent contractor, [redacted] to look at the unit [redacted] reported a permit was not pulledEverything is up to code and everything is sealed correctlyThe air conditioner has a degree temperature drop (normal)The humidifier is not hooked up and the plenum and transition needs to be rebuilt [redacted] was approved to complete these repairs [redacted] however would not pull a permit unless they did the install themselves The FSM did get a hold of [redacted] and they had not pulled the permit, as his mother had recently passed awayHe was not trying to avoid him and he has someone who is following up for himA few days later, the FSM tried to contact [redacted] on the status of the permit but he did not get a replyOn September 18, 2017, a representative called the [redacted] residence and received voice mailsA voice message advising we will be authorizing [redacted] to install another furnace as this is the only way they will pull the permit On September 19, 2017, the FSM heard from [redacted] and they can have the permit pulled by an affiliate contractor, [redacted] for a full inspectionOn September 19, 2017, the FSM spoke to both Mrand [redacted] , then sent this following email: “Hello Ms [redacted] , I’m not sure if the call was dropped due to signal, so I thought I would call you back and leave a voicemailAs per our conversation, we have got in contact with [redacted] to resolve this issue [redacted] will have another technician come out to your home to do one last inspection on the install since you are not confident in the job [redacted] performedOnce they inspect the unit and if they find no issues with the design, they will then have the permit inspector come out to pass the unit I have spoken to ***, and they stated everything on the unit is functioning fine, and the install is not improperThey stated the only thing needed is a permit pulled [redacted] refuses to pull permits for any system they did not install, so the only route they would have is a replacementThis was going to be done as a last resort if we were truly unsuccessful in getting in touch with [redacted] ***However we were able to get ahold of them I have spoken to [redacted] ***, and they stated to me they have left you several voice messages also in attempts to contact you with this info also I can coordinate them anytime today after pm, or anytime tomorrow Please let me know how you would like to move forward so I can inform [redacted] of the time Thanks” The FSM spoke with [redacted] and he decline to have the affiliate contractor, [redacted] come out for inspection in order to pull the permit because he was told by voice mail that we would be replacing the furnaceThe FSM advised, we will not replace the furnace again as all we need is a permit This is a brand new furnace that was installedWe were going to use [redacted] as a last resort, since [redacted] had not respondedSince [redacted] responded and is willing to have the permit pulled, there is absolutely no reason to tear out the new furnace and install another exact same furnaceIn the [redacted] ’s desired settlement, they requested a permit pulled so a thorough inspection can be completedThis is what HBRWC is trying to accomplishAt this point, the [redacted] ’s are delaying their claim A representative of this department called and spoke to [redacted] He does not want [redacted] or anyone associated with [redacted] inspect and pull the permitHe feels [redacted] illegally installed the furnaceWe discussed the voice message that was left on replacement of the furnaceThe representative explained that the voice message was before we heard from [redacted] , guaranteeing they will have the permit pulled for inspectionReplacement of the furnace is off the table since [redacted] or [redacted] will have the permit pulled for inspection [redacted] understands this but does not like [redacted] ’s workmanship and feels since they have been non responsive so often, he wants nothing to do with them or any contractor associated with themHBRWC is standing on the decision to have just the permit pulled for inspectionWe will not replace a new furnaceThe inspection report will determine if there are any issues that need to be addressed Our customers are always welcome to use their own contractors [redacted] did not have to use a network contractorHowever they will not have the benefit of the lower costs that we can provideWhen a customer chooses their own contractor, they will pay retailOur obligation is to only pay what we would pay a network contractor as stated in the Agreement A-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);” In addition, when a customer chooses to use their own contractor, they must also pay their contractor up front We acknowledge the delay that occurred with [redacted] was preventable and we apologize for this inconvenience [redacted] wants to make this right, if given the opportunityThere are some things that are out of our control as stated in the Agreement under the Terms & Conditions; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” The [redacted] ’s have also submitted a complaint with the Attorney General which HBRWC has already responded to including [redacted] ’s license and insurance informationAs stated in the [redacted] ’s desired settlement, our request with the [redacted] ’s is to let [redacted] or [redacted] do a final inspection and pull the permitThe inspection report will determine if there are any issues that need to be addressedHBRWC respectfully requests the Revdex.com consider closing this case as this is being handled through the Attorney General’s office 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 went into effect July 21, and applicable claimThank you for the opportunity to review and respond Our records indicate on July 26, 2016, [redacted] reported there was a leak in the basement and air was not blowing out very coldHe spoke to a representative and said he closed on Thursday July and moved in on Friday July and found the basement floor wet from condensation from the ac unitHe shut the unit down and called in the claimThe representative explained that this may be an issue that occurred prior to the effective date of the Agreement and if this is the case it will not be eligible for coverageShe explained there is a pre-existing clause in the AgreementThis is located in the Agreement under the Terms & Conditions “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 independent service contractor, [redacted] was dispatched and reported the system was low on refrigerant, added leak seal and the system worked for a short period until the Freon leaked out [redacted] was recalled right back to the home and reported the leak seal did not hold, there are leaks around the compressor, and it has shorted to groundThe contractor is afraid if he takes the compressor out, the unit may fall apartThe technician tried to do a leak test but the Freon was coming out everywhere The claim was reviewed and there was enough evidence to determine the system was not in good working order at the beginning of the Service Agreement and the claim was deniedMr [redacted] sent in his home inspectionFor a proper visual inspection and testing, would require a licensed HVAC companyA home inspector is not a licensed HVAC contractorThere were no mechanical tests or visual inspections such as temperature readings, done to the system to show that the system was in good working orderThe home inspection was not enough information to overturn the denialWe regret that [redacted] ’s air conditioner is not eligible for coverageWe apologize that we are not able to be of further assistance Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation