The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further The independent contractor, Proficient Air Systems was authorized to use super sealAdding super seal is a proper acceptable repair for small leaksConcerning Proficient Air and scheduling timesHBRWC has no control over a scheduled appointment between a contractor and a customerThere are times when a contractor can run behind at other jobsites, or if the weather is not cooperating that would cause delaysThe contractor may cancel the appointment for a later dateWe do expect the contractor to schedule within a reasonable time frame and keep their scheduled appointmentHBRWC does apologize if it does appear that we are stalling but that is not our intension Proficient Air called in to report that he added the super seal and the system continued to leakAn indication the holes were larger than first thoughtThe contractor was authorized to replace the entire air conditioner and the equipment has been orderedA representative called the customer, and spoke to David Puthoff to explain that there are some out of pocket costs that the warranty is not responsible forDavid Puthoff accepted these chargesThese out of pocket costs go directly to the contractorWe request at this time that [redacted] work directly with the contractor to schedule an installation time once the equipment arrives 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 Our records indicate on November 1, 2017, [redacted] reported her boiler is not workingAt the time of the requested service, the dispatched department was not able to locate a contractor to service the boilerThe guidelines for using a contractor out of our network were emailed to herWe do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen 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." [redacted] contractor, [redacted] reported the flue damper which is zone controlled, was closed, so it caused everything to over workThis caused consequential damage to the other items on the boiler; ignition module, gas control valve and the bleeder valves to go outThe technician advised the damper is part of the zone control systemZone control systems are specifically excluded from coverage under the Heating section; “EXCLUDED: all components of zone controlled and energy management systems.” Therefore the items were not eligible for coverage as a non-covered item caused the failuresIn addition, these items did not fail due to wear and tearPer the Terms & Conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” [redacted] was explained why this was not eligible Then on November 21, 2017, we were notified by [redacted] that her boiler is no longer workingWe once again asked [redacted] to acquire her own contractorOn November 28, 2017, we received an invoice/diagnostics report from the contractor, the [redacted] The technician replaced a bad circulator pump for the boiler/bleed the system and unit heating at this timeThe claim was authorized to reimburse [redacted] the full amount charged by [redacted] It will take approximately to business days to receive the check 2-HBW was not aware that [redacted] had the repairs done by her first contractorThe representative assumed that the claim was still denied as she believed it was the same failureWe do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process 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] and [redacted] We have located [redacted] and [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 3, 2016, [redacted] and [redacted] reported the air conditioner starts working, then stops and not blowing a lot of cold airWe dispatched a contractor who had a scheduled appointment for July 4, and there was no one homeThe [redacted] ’s wanted to use a different contractorA contractor was located but due to the temps, they could not service right awayThe customer decided to use their own contractor and the out of network guidelines were sent to themDiagnostic’s received from his contractor recommending replacement of the systemThere was not a diagnostic’s and pricing to move forwardThere was a message left with the contractor It was decided to dispatch one of our network contractorsIndependent contractor, [redacted] They reported there are systemsUnit one evap coil is leaking and needs to be replacedUnit 2, the condensate drain line is stopped up and the drain pan is sitting sideways and stuck in a triangle closetThe duct work to needs to be removed to make access to replace the drain panThe contractor’s price for the removal was $Removal of the duct work is an out of pocket cost for the [redacted] ’sPer B-of the Agreement “You are responsible for additional charges to remove or install non-related equipment in order to make repairs.” This includes moving non failed ductwork in order to make a repair, this is access, and is not covered by the warranty A representative of this department was assigned to this case and had decided to pick up the out of pocket charges of $as to not to delay the claim any furtherThe representative has called the contractor and he has confirmed completionShe called and spoke to Mr [redacted] and confirmed the work has been completed We regret that we are unable to address the consequential damage to the floorsThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and is not intended to replace homeowners insuranceThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage HBRWC would like to apologize for any inconvenience [redacted] and [redacted] may have experienced due to the delay of their claims We value their business and we look forward to serving their future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/11) */ The Office of the President at [redacted] of Virginia, Inc( [redacted] ") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted] We have located [redacted] Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling processOur records indicate that [redacted] was not able to locate a service contractor in our network of approved service vendors that was able to provide service for [redacted] well pumpWhile [redacted] strives to provide a large network of service vendors, we regret that at times it is not possible to provide a contractorFor this reason [redacted] requested that [redacted] obtain her own service contractor per section A-of her Agreement which states, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." [redacted] submitted an invoice for $690.86, the cost of repairs to the well pump which required replacement, as well as an air charge tankThe terms and conditions of her Agreement states in the [redacted] trade section that there is a $limitation per Service Agreement on any repairs to the well pumpsWe have authorized for a check to be mailed to [redacted] for this $amountThis check will be mailed to the property address, and [redacted] may expect to receive it within the next 7-business days Finally, we would like to apologize for any poor service that [redacted] may have experiencedIn her complaint, she states that she did not receive return calls from ***The delay that occurred as a result is unacceptable, and we will have this evaluated internally to determine what caused this delay and how it can be prevented in the future [redacted] would like to thank [redacted] for bringing this to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs Sincerely, [redacted] Office of the President [redacted] of Virginia, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Still interesting that you cannot return calls to this business' employees on a direct basis.Thanks to the Revdex.com for their involvement and a suggestion to reevaluate the rating of this company Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The information is not quite accurateMy wife and I have not rejected Steve's Plumbing to come out after speaking with 2-at the conclusion of the conversation with the plumber we contracted since 2-could not get a response to us within the hours as per their agreement/contactWe are still waiting fire 2-to respond to us directly in regards to a plumber to come out and fix the line Sincerely, [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”) and applicable air conditioning 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 April 18, 2016, [redacted] reported the air conditioner is not blowing cold airIndependent service contractor, Residential Systems was dispatched to the home and reported the evaporator coil and the condensing coil leaking refrigerantThe representative called [redacted] and left a voice message stating the out of pocket costs were $under the assumption HBWRC was going to repair the air conditionerHowever, it was determined we were going to replace the entire air conditioner systemWith a system replacement, the out of pocket costs had increased to $A call was placed to [redacted] on April 22, and a voice mail left with the new out of pocket chargesThis is where the breakdown in communication of the out of pocket costs occurredWhen all said and done, the additional $in out of pocket costs to replace the system was picked up by HBRWC and paid to the contractorAn operations manager spoke with [redacted] and she found this satisfactory.We again, openly apologize to [redacted] for the negative experience she has had concerning this unfortunate chain of eventsWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer feedback has allowed our company to serve our customers betterWe are in the process of reviewing all of her concerns and addressed internally so we may make corrections and continue to improve our service.SincerelyOffice of the PresidentHome Buyers Resale Warranty Corporation Tell us why here
The Office of the President at Home Buyers Warranty Corporation ("HBW VI") is in receipt of the inquiry submitted under case number by [redacted] We have located [redacted] ’s Limited Home Service Agreement ("Agreement") which became effective July 6, and her applicable claims Thank 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 14, 2016, [redacted] requested full $refund on her water softner coverageHBRWC requested she send her request by emailHer email was received on March 17, and her refund check of $was processed on March 21, In addition, [redacted] was reimbursed her service fee of $on her water softener claim on August 25, due to the delayA representative of the department called [redacted] and explained that the refund for the water softner is in the mail and that we agree she did not owe the $additional service fee to All Brands for the microwave claimThis matter was settled with All Brands and HBW VIHBW VI would again like to apologize for any inconvenience [redacted] may have experienced on her water softener claim We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersWe thank [redacted] for bringing these issues to our attention and we will investigate her customer service concerns and contractor concerns internally so we may make corrections and continue to improve our overall performanceSincerely, Office of the President Home Buyers Warranty Corporation VI
Complaint: [redacted] I am rejecting this response because:Regardless of what's in the agreement, this wasn't what I was TOLD on the phoneAFTER [redacted] air rejected the work order, I called BACK to 2-and that's when the CSR told me to find outside work and that 2-would REIMBURSE usUnfortunately, I took her advice without question, thinking she knew what was going on and was knowledgeable about the steps to be takenYour response is defensive and typical defending one's interests without even considering that this ACTUALLY happenedYour company DIDN'T ONCE try to contact me after the work order had been rejectedThere should be PHONE CALLSI had to track you down and obviously you have people who don't know their jobIt was very hot out and I did exactly what the CSR told me to doI asked her if I could go with a different contractor and she said your company didn't have another and that I had to find my own contractorSo I didAnd now thisApparently your company ticks off a ton of people because you have no accountability on your end for what happened in this situation.I trusted what this lady told me and I will never do that again, so that's my accountability [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 14, 2016, Mr [redacted] reported his furnace would not turn onThe independent contractor [redacted] reported the control board failed, he concluded this is a faulty boardThere was a cost comparison being done to determine if it is more cost effective to replace the control board or replace the furnaceIt had not been decided if we were going to repair or replace until we got additional information from the contractorMr [redacted] was told that we were looking at replacement and he was told what the out of pocket costs would be if the furnace was replacedAfter we had received all the required information from the contractor, we found it was more cost effective to repair the furnaceIt does show the control board was replaced in June [redacted] had just reported the board was a manufacture malfunctionThis will be looked into to see if the contractor this past summer did in deed replace the boardIf the board was not new or it was a new board with a manufacture defect, we would still attempt to swap out the boardPer the Agreement under the Terms & Conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” The furnace will not be replaced at this timeIf Mr [redacted] is still having the same issue after the control board is replaced, we encourage him to notify usThe service fee would be waived if the same issue occurs within the Agreement period HBRWC would like to apologize for any miscommunication that may have occurred with Mr***HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement We appreciate Mr [redacted] for bringing this to our attention as we do take these matters seriously We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review further On December, 1, 2016, a representative of this department contacted Mr [redacted] and advised him when the procedures were emailed to him and in case he did not have them, the process was also verbally explainedHe will have his contractor call in his findingsAs stated in our previous response in which we indicated we do take every contractor’s diagnostics serious regardless if there in our network or out of our networkWe value his business and look forward to hearing from his contractor soon Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Good afternoon We have reviewed the claim and based on our findings there we several issues that caused the delay The claim was placed on October 5th On October 12th, the contractor reported a control board failure The manufacturer had a back order on the part We attempted to locate the part everywhere to include allowing the contractor to supply but with no success We needed the homeowner's acceptance of the delay before we placed the order because the parts cannot be returned in a situation like this The order was submitted on October 15th The service agreement doesn't provide additional coverage due to delays beyond our control However, due to the delay the service fee of $was reimbursed as a gesture of goodwill Then December 5th a recall was placed on the furnace On December 8th the contractor reported multiple failures with the unit but the unit could be repaired (blower motor & blower wheel) This is where the claim became delayed The contractor after review indicated that the unit needed to be replaced After much investigation it was determined we would replace the unit Due to the significant delays in the claim, we paid a portion of the homeowner's non covered cost of $ We have some opportunities for improvement in the process We will address our staff internally about their performance in the process We have reached out to Mrs [redacted] and explained our noted indicate the service fee reimbursement was issued on October 18th She will check her records and if she is unable to locate the check, we will work with our Accounting Department to stop payment on that check and reissue another In regards to Ms [redacted] request to reimburse $towards temporary heating Normally we require a receipt as proof the temp heating was purchased However, we feel the homeowner has already endured many delays within and outside or control, so we will issue the reimbursement of $without the proof of purchase.Thank you
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 4, 2017, [redacted] reported online, his air conditioner was not coolingWe do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-"No claim forms are used, but we must pre-approve service by an authorized, independent service contractorIf an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:my claim was submitted on June 6, the purchasing supervisor told me on the phone conversation I had (which is recorded) that the contractor they provided was shady and he would be upset with them too, the poor customer service in which I received in the month and a half wait to finally pick my own contractor to fix the problem and the lack of communication between 2-and trane for receiving the correct parts on the first orderI have since taken a buyout from 2-due to my wife being pregnant and needing a/c for her comfortThis was started as a "EMERGENCY" claim and it was dealt with no urgencyI will never recommend this company and as a matter a fact I will go out of my way to make sure no one I know ever chooses to use them 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 March 31, 2017, [redacted] placed a furnace claim alleging a network contractor installed a [redacted] furnace (HBRWC supplied furnace) improperly [redacted] had his own contractor ***’s [redacted] (“***’s”) diagnose the furnaceThe out of network guidelines were immediately emailed to [redacted] Number of the guidelines makes it very clear how HBRWC will make reimbursement: “Emailed: [redacted] 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 replacement The 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 This is also located in the Agreement under the Terms & Conditions AProviding Service 2.a “If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” [redacted] ’s contractor ***’s reported “exhaust on the unit was crackedCondensation line was pumped outsideGas line to the furnace was missing a drip leg and was not inspected.” He recommended replacing the furnaceThe only breakdown he gave the representative was $ total ($in code and modifications + $material and labor) [redacted] ’s Agreement did not have Permit or code coverage in Per the Agreement in the Terms & Conditions; E-“We will not correct to bring into compliance, nor pay for corrections for violations of any building, fire, zoning code; other violations of local ordinances or state and federal laws or regulations.” In addition, his current Agreement does not have Permit or code coverageThis is located under [redacted] under the Supreme Protection (Optional Coverage); “Corrections to code violations up to $per Service Agreement”Unfortunately, [redacted] did not purchase the Supreme Protection optionEven if there were code issues that were not addressed in 2009, these code costs would have been out of pocket costs to [redacted] Also, ***’s reported only one failure; the exhaust vent is crackedFlue venting is excluded from coverage under Heating “EXCLUDED: flue venting” As [redacted] stated, he contacted a second [redacted] Certified contractor, [redacted] (“***”) [redacted] reported he did a visual inspection of primary and secondary heat exchangersFound rust on both heat exchangersHe found the primary heat exchanger was cracked where the manufacturer’s press the heat exchanger togetherThe only code issues are a pipe fitting in the furnace and no shutoff valveIn addition, he reported the cause of the failure was due to Wear and TearThe heat exchanger is the cause of failure, and the heat exchanger is under manufacturer's warrantyHis labor cost to replace the manufacture warranty heat exchanger was $$(code-pipe fitting and shutoff valve) and $material for flue venting support It was then decided to send an independent network contractor, [redacted] to settle this matter [redacted] reported the primary heat exchanger is cracked due to wear and tearThe technician advised the manufacturer recommends gas piping/exhaust vent for unit to be no smaller than 3"2” is presently installedThe gas piping configuration itself is not correct and could restrict gas flow within the lines even furtherHis cost to correct the gas line $and vent piping $ [redacted] ***’s agreed pricing with HBRWC for replacement of a manufactures warranty heat exchanger is $ A representative spoke with [redacted] and advised we are proceeding with replacing the heat exchanger [redacted] stated that he will not allow anyone to work on this furnace but his contractor ***'s Heating & A/CThe representative offered the cash buyout of $- $his service = $ [redacted] disputed, and feels that we should cover for the vent mods, gas line mods, and permitIt was explained that these items were not eligible for coverage in under his Agreement and are not eligible now under the current Agreement [redacted] refusing that answer and emphasized our contractor [redacted] was not licensed in the area and it is his fault this is out of codeThe representative acknowledge [redacted] should have addressed the code upgrades, venting and gas line mods back in 2009, but it does not change the fact that code and modifications are not eligible [redacted] advised he does not wish to proceed with [redacted] or receive the $towards repairs When a furnace is replaced, many times, code upgrades are likely [redacted] would not have taken a furnace out of code, they just did not upgrade to code when they installed the new furnaceThe [redacted] Certified contractor, [redacted] and the network contractor, [redacted] both reported the heat exchanger is cracked due to wear and tearThe furnace itself was not improperly installed, it just needs to be bought up to codeBoth of these contractors were willing to replace the heat exchanger under manufactures warrantyThey were both willing to bring the furnace up to code at a fair cost to [redacted] [redacted] ’s [redacted] Certified contractor [redacted] and the network contractor [redacted] costs were much more reasonable than ***’s costIt is unknown as to why [redacted] decided to proceed with ***’s as his cost is so extremeThe independent network contractor, [redacted] has proven to provide its customer’s fast, reliable, professional service As stated earlier, Per the Agreement A-2.a, payment is determined by the network contractors pricing [redacted] was also sent an email at the beginning of his claim on how payment is determined if he chooses to use a contractor out or our networkUnfortunately [redacted] still chose ***’s over [redacted] ***We regret, we are unable to reimburse any additional amount over the $HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 4, 2015/09/09) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] 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 service request handling processOur records indicate on June 22, a service request was initiated via HBRWC's company website as a pipe leakingThe service request was dispatched to D & B [redacted] LLC ("D & B") after Mr [redacted] agreed to the following Terms and Conditions online, "Customer ( [redacted] @gmail.com) accepted the following Terms and Conditions prior to filing claim: I have reviewed my warranty's terms and conditions for what is and what is not eligible for coverageI understand that if a contractor is dispatched to my home on a claim that is determined not to be covered by the warranty, I will still be responsible for the service fee." Our records indicate that the repairs were completed from D & B on June 25, On July 12, HBRWC was notified by Mr [redacted] that D & B caused additional leaks and did not return phone calls; therefore, he had his father resolve the issue and requested a refundAfter further review, D & B reported that they completed the repairs by replacing the overflow and shoe assembly on June 25, If further issues had resulted after these repairs were made, HBRWC must be immediately notified to assist with resolving the issue; this includes dispatching a recall service request to D &B to return to the home and warranty their workOur records show that Mr [redacted] reported that repairs were performed outside of the Limited Home Service Agreement ("Agreement") without prior approval or notification given to HBRWCOn Page of the Agreement under "Who pays what?" it states, "A service request must be received by us during the Service Agreement period2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paidYou are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call." As HBRWC was not given the opportunity to evaluate an additional failure prior to the work being performed, the refund request was not honored We apologize for the delay in response regarding a letter that Mr [redacted] had stated he had sent in and we further apologize for not having record of this letterOur records show that Mr [redacted] had requested a return call in several instancesOur company strives to provide fast, reliable service and anything less than acceptable will be evaluated internally Although HBRWC is unable to determine the failure or cause of failure after the plumbing repairs were performed by D & B in June, HBRWC will honor the request of the $service fee reimbursement that Mr [redacted] had paid to D & B as a gesture of goodwill and not admission of liabilityMr [redacted] will receive his $reimbursement within 7-business days We thank Mr [redacted] for bringing his to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs Sincerely, The Office of the President Home Buyers Resale Warranty Company
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further Our records show the check has been processed, as stated above, if Mr [redacted] has not received his check, he can contact the accounting department at 1-866-231-and it will be trackedHe can reference his work order [redacted] , approval code [redacted] Without knowing the name of the representative that told Mr [redacted] that the service fee would be waive, it would be very time consuming to locate the phone call he requested to be pulled as there are numerous representatives that have been in this claimIn order to preserve goodwill for our business, we will reimburse Mr [redacted] his service feeIt will take approximately to business days to receive the check Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further Concerning the faucet, we would refer to [redacted] to our previous responseThere is a maximum limit on the Faucet coverage of $150, this includes the faucet and labor to install the faucetThis is listed under the Agreement on page under DOLLAR LIMITS PER SERVICE AGREEMENT: “Faucet repair and/or replacement - $per faucet.” A service fee was refunded on August 7, and she should be receiving this check within a few daysIn addition, On August 15, 2016, the second service fee has been refundedWe request she allow approximately business days to receive this check It is noted that High Priority Plumbing reported that that all the water heaters are tied in togetherThe technician believed that there is something wrong with the recirculation system which was explained as not eligible for coverage on the previous responseHigh Priority Plumbing did request another pair of eyes to look at the set upHBRWC dispatched A Total Plumbing and they reported the water lines are plumbed incorrectlyA call was placed to [redacted] and explained what the contractor’s findings wereShe disagreed and said she would like to get her own opinionIf [redacted] decides to get her own opinionThere are out of network guidelines that must be followed: The contractor must be licensed and insuredThe contractor must call in with a diagnosis for approval before starting repairsHBRWC will only approve the cost for the repair based on our price guidesHBRWC reserves the right to an additional opinion There are no failures found to the water heaters for coverage to applyAt the beginning of the Terms & Conditions of the warranty “We provide service for covered systems and/or appliances: Which do not operate correctly due to wear and tear;” In addition, there are no leaks or breaks in the plumbing for coverage to apply per the Agreement on page “Water, drain, waste or vent pipe leaks or breaks” As discussed in the previous response, to correct the improper is not eligible for coverage At this time, we regret there are no mechanical failures found that would be eligible for coverage under this agreementIf Kimberley Lankie decides to obtain her own contractorWe do take every contractor’s diagnostics seriousWe do ask she follow the above guidelines and request that she calls in and we will be happy to email the guidelines to her Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") has received the additional response submitted by [redacted] Thank you for the opportunity to review and respondFirst, I would like to reiterate that both of the contactors have found no failures to [redacted] ’s heat pumpAll of the contractors that are utilized by HBWVA are independently owned and operatedThey are all licensed and insured and not employees of 2-Home Buyers WarrantyA stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptableWe dispute [redacted] ’s statement concerning the check list our contractors use on behalf of HBWVAHBWVA does not have a check listDue to [redacted] ’s allegations, this complaint was reviewed by our contractor relations departmentThey called both independent contractors and spoke with the ownersThey both made it very clear that they do not have a check listIf they see a cleaning issue on an HVAC system, such as a dirty filter, they will notate itThey do not address any issues with the cleanliness of a householdIt was confirmed by both owners, neither one of them utilize a check list of any kindIf [redacted] happen to receive a copy of this list, we would request he forward to us, then an internal investigation will be done on that independent contractorThe invoice from Residential Systems, that [redacted] the technician had filled outThere is no mention of the home not being cleanThe invoice: “Not heating well, “cycled and confirmed operationFilter clean, coil clean, blower amping in range, cap ok, no volt at ‘W’ ‘C’ for auxiliary heat, elect heat not amping, found thermostat not set up for heat pump without auxiliary heatSet it up for heat pump with auxiliary heat, both banks of heat amping, unit running to manufactures spec’s, supply degrees, degrees with aux heat, degrees return, will report findings to warranty co.” As stated, [redacted] the technician repaired the issue with the auxiliary heat, he checked the temps at the supply and return and they were at manufacturer’s specsI have attached the invoice for Revdex.com reviewIn addition, HBWVA does not deny claims due to lack of maintenance or cleaningIf an eligible part or equipment failed due to lack of maintenance or cleaningHBWVA would not cover the cost of the maintenance/cleaning, but would cover the cost of the eligible part/equipment that failed due to the maintenance/cleaning issueWe respectfully disagree with [redacted] , when he stated “They call in a second opinionThey got a company to blame it on the thermostat.” We did not send out the second opinion, Residential Systems to blame it on the thermostatThis is an incorrect statement that we do not take lightlyHBWVA takes pride as a Warranty companyHBWVA was established in and have covered over million new and pre-owned home with an A+ rating with the Revdex.comAgain, all of our contractors are independently owned and operatedThey have their own reputation to stand by as well as their retail jobs outside of the warranty companyWe do not tell them how to conduct their businessAs a matter of compromise and to put this matter to rest, a third contractor was dispatched to diagnose [redacted] ’s heat pump A representative of this department called [redacted] A voice mail was received and a message with the contractor name and phone numberHBWVA has a deep respect for all our service men and womenSincerely, Office of the President 2-Home Buyers Warranty of Virginia, Inc
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further The independent contractor, Proficient Air Systems was authorized to use super sealAdding super seal is a proper acceptable repair for small leaksConcerning Proficient Air and scheduling timesHBRWC has no control over a scheduled appointment between a contractor and a customerThere are times when a contractor can run behind at other jobsites, or if the weather is not cooperating that would cause delaysThe contractor may cancel the appointment for a later dateWe do expect the contractor to schedule within a reasonable time frame and keep their scheduled appointmentHBRWC does apologize if it does appear that we are stalling but that is not our intension Proficient Air called in to report that he added the super seal and the system continued to leakAn indication the holes were larger than first thoughtThe contractor was authorized to replace the entire air conditioner and the equipment has been orderedA representative called the customer, and spoke to David Puthoff to explain that there are some out of pocket costs that the warranty is not responsible forDavid Puthoff accepted these chargesThese out of pocket costs go directly to the contractorWe request at this time that [redacted] work directly with the contractor to schedule an installation time once the equipment arrives 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 Our records indicate on November 1, 2017, [redacted] reported her boiler is not workingAt the time of the requested service, the dispatched department was not able to locate a contractor to service the boilerThe guidelines for using a contractor out of our network were emailed to herWe do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen 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." [redacted] contractor, [redacted] reported the flue damper which is zone controlled, was closed, so it caused everything to over workThis caused consequential damage to the other items on the boiler; ignition module, gas control valve and the bleeder valves to go outThe technician advised the damper is part of the zone control systemZone control systems are specifically excluded from coverage under the Heating section; “EXCLUDED: all components of zone controlled and energy management systems.” Therefore the items were not eligible for coverage as a non-covered item caused the failuresIn addition, these items did not fail due to wear and tearPer the Terms & Conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” [redacted] was explained why this was not eligible Then on November 21, 2017, we were notified by [redacted] that her boiler is no longer workingWe once again asked [redacted] to acquire her own contractorOn November 28, 2017, we received an invoice/diagnostics report from the contractor, the [redacted] The technician replaced a bad circulator pump for the boiler/bleed the system and unit heating at this timeThe claim was authorized to reimburse [redacted] the full amount charged by [redacted] It will take approximately to business days to receive the check 2-HBW was not aware that [redacted] had the repairs done by her first contractorThe representative assumed that the claim was still denied as she believed it was the same failureWe do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process 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] and [redacted] We have located [redacted] and [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 3, 2016, [redacted] and [redacted] reported the air conditioner starts working, then stops and not blowing a lot of cold airWe dispatched a contractor who had a scheduled appointment for July 4, and there was no one homeThe [redacted] ’s wanted to use a different contractorA contractor was located but due to the temps, they could not service right awayThe customer decided to use their own contractor and the out of network guidelines were sent to themDiagnostic’s received from his contractor recommending replacement of the systemThere was not a diagnostic’s and pricing to move forwardThere was a message left with the contractor It was decided to dispatch one of our network contractorsIndependent contractor, [redacted] They reported there are systemsUnit one evap coil is leaking and needs to be replacedUnit 2, the condensate drain line is stopped up and the drain pan is sitting sideways and stuck in a triangle closetThe duct work to needs to be removed to make access to replace the drain panThe contractor’s price for the removal was $Removal of the duct work is an out of pocket cost for the [redacted] ’sPer B-of the Agreement “You are responsible for additional charges to remove or install non-related equipment in order to make repairs.” This includes moving non failed ductwork in order to make a repair, this is access, and is not covered by the warranty A representative of this department was assigned to this case and had decided to pick up the out of pocket charges of $as to not to delay the claim any furtherThe representative has called the contractor and he has confirmed completionShe called and spoke to Mr [redacted] and confirmed the work has been completed We regret that we are unable to address the consequential damage to the floorsThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and is not intended to replace homeowners insuranceThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage HBRWC would like to apologize for any inconvenience [redacted] and [redacted] may have experienced due to the delay of their claims We value their business and we look forward to serving their future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/11) */ The Office of the President at [redacted] of Virginia, Inc( [redacted] ") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted] We have located [redacted] Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling processOur records indicate that [redacted] was not able to locate a service contractor in our network of approved service vendors that was able to provide service for [redacted] well pumpWhile [redacted] strives to provide a large network of service vendors, we regret that at times it is not possible to provide a contractorFor this reason [redacted] requested that [redacted] obtain her own service contractor per section A-of her Agreement which states, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." [redacted] submitted an invoice for $690.86, the cost of repairs to the well pump which required replacement, as well as an air charge tankThe terms and conditions of her Agreement states in the [redacted] trade section that there is a $limitation per Service Agreement on any repairs to the well pumpsWe have authorized for a check to be mailed to [redacted] for this $amountThis check will be mailed to the property address, and [redacted] may expect to receive it within the next 7-business days Finally, we would like to apologize for any poor service that [redacted] may have experiencedIn her complaint, she states that she did not receive return calls from ***The delay that occurred as a result is unacceptable, and we will have this evaluated internally to determine what caused this delay and how it can be prevented in the future [redacted] would like to thank [redacted] for bringing this to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs Sincerely, [redacted] Office of the President [redacted] of Virginia, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Still interesting that you cannot return calls to this business' employees on a direct basis.Thanks to the Revdex.com for their involvement and a suggestion to reevaluate the rating of this company Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The information is not quite accurateMy wife and I have not rejected Steve's Plumbing to come out after speaking with 2-at the conclusion of the conversation with the plumber we contracted since 2-could not get a response to us within the hours as per their agreement/contactWe are still waiting fire 2-to respond to us directly in regards to a plumber to come out and fix the line Sincerely, [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”) and applicable air conditioning 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 April 18, 2016, [redacted] reported the air conditioner is not blowing cold airIndependent service contractor, Residential Systems was dispatched to the home and reported the evaporator coil and the condensing coil leaking refrigerantThe representative called [redacted] and left a voice message stating the out of pocket costs were $under the assumption HBWRC was going to repair the air conditionerHowever, it was determined we were going to replace the entire air conditioner systemWith a system replacement, the out of pocket costs had increased to $A call was placed to [redacted] on April 22, and a voice mail left with the new out of pocket chargesThis is where the breakdown in communication of the out of pocket costs occurredWhen all said and done, the additional $in out of pocket costs to replace the system was picked up by HBRWC and paid to the contractorAn operations manager spoke with [redacted] and she found this satisfactory.We again, openly apologize to [redacted] for the negative experience she has had concerning this unfortunate chain of eventsWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer feedback has allowed our company to serve our customers betterWe are in the process of reviewing all of her concerns and addressed internally so we may make corrections and continue to improve our service.SincerelyOffice of the PresidentHome Buyers Resale Warranty Corporation Tell us why here
The Office of the President at Home Buyers Warranty Corporation ("HBW VI") is in receipt of the inquiry submitted under case number by [redacted] We have located [redacted] ’s Limited Home Service Agreement ("Agreement") which became effective July 6, and her applicable claims Thank 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 14, 2016, [redacted] requested full $refund on her water softner coverageHBRWC requested she send her request by emailHer email was received on March 17, and her refund check of $was processed on March 21, In addition, [redacted] was reimbursed her service fee of $on her water softener claim on August 25, due to the delayA representative of the department called [redacted] and explained that the refund for the water softner is in the mail and that we agree she did not owe the $additional service fee to All Brands for the microwave claimThis matter was settled with All Brands and HBW VIHBW VI would again like to apologize for any inconvenience [redacted] may have experienced on her water softener claim We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersWe thank [redacted] for bringing these issues to our attention and we will investigate her customer service concerns and contractor concerns internally so we may make corrections and continue to improve our overall performanceSincerely, Office of the President Home Buyers Warranty Corporation VI
Complaint: [redacted] I am rejecting this response because:Regardless of what's in the agreement, this wasn't what I was TOLD on the phoneAFTER [redacted] air rejected the work order, I called BACK to 2-and that's when the CSR told me to find outside work and that 2-would REIMBURSE usUnfortunately, I took her advice without question, thinking she knew what was going on and was knowledgeable about the steps to be takenYour response is defensive and typical defending one's interests without even considering that this ACTUALLY happenedYour company DIDN'T ONCE try to contact me after the work order had been rejectedThere should be PHONE CALLSI had to track you down and obviously you have people who don't know their jobIt was very hot out and I did exactly what the CSR told me to doI asked her if I could go with a different contractor and she said your company didn't have another and that I had to find my own contractorSo I didAnd now thisApparently your company ticks off a ton of people because you have no accountability on your end for what happened in this situation.I trusted what this lady told me and I will never do that again, so that's my accountability [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on November 14, 2016, Mr [redacted] reported his furnace would not turn onThe independent contractor [redacted] reported the control board failed, he concluded this is a faulty boardThere was a cost comparison being done to determine if it is more cost effective to replace the control board or replace the furnaceIt had not been decided if we were going to repair or replace until we got additional information from the contractorMr [redacted] was told that we were looking at replacement and he was told what the out of pocket costs would be if the furnace was replacedAfter we had received all the required information from the contractor, we found it was more cost effective to repair the furnaceIt does show the control board was replaced in June [redacted] had just reported the board was a manufacture malfunctionThis will be looked into to see if the contractor this past summer did in deed replace the boardIf the board was not new or it was a new board with a manufacture defect, we would still attempt to swap out the boardPer the Agreement under the Terms & Conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” The furnace will not be replaced at this timeIf Mr [redacted] is still having the same issue after the control board is replaced, we encourage him to notify usThe service fee would be waived if the same issue occurs within the Agreement period HBRWC would like to apologize for any miscommunication that may have occurred with Mr***HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement We appreciate Mr [redacted] for bringing this to our attention as we do take these matters seriously We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review further On December, 1, 2016, a representative of this department contacted Mr [redacted] and advised him when the procedures were emailed to him and in case he did not have them, the process was also verbally explainedHe will have his contractor call in his findingsAs stated in our previous response in which we indicated we do take every contractor’s diagnostics serious regardless if there in our network or out of our networkWe value his business and look forward to hearing from his contractor soon Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Good afternoon We have reviewed the claim and based on our findings there we several issues that caused the delay The claim was placed on October 5th On October 12th, the contractor reported a control board failure The manufacturer had a back order on the part We attempted to locate the part everywhere to include allowing the contractor to supply but with no success We needed the homeowner's acceptance of the delay before we placed the order because the parts cannot be returned in a situation like this The order was submitted on October 15th The service agreement doesn't provide additional coverage due to delays beyond our control However, due to the delay the service fee of $was reimbursed as a gesture of goodwill Then December 5th a recall was placed on the furnace On December 8th the contractor reported multiple failures with the unit but the unit could be repaired (blower motor & blower wheel) This is where the claim became delayed The contractor after review indicated that the unit needed to be replaced After much investigation it was determined we would replace the unit Due to the significant delays in the claim, we paid a portion of the homeowner's non covered cost of $ We have some opportunities for improvement in the process We will address our staff internally about their performance in the process We have reached out to Mrs [redacted] and explained our noted indicate the service fee reimbursement was issued on October 18th She will check her records and if she is unable to locate the check, we will work with our Accounting Department to stop payment on that check and reissue another In regards to Ms [redacted] request to reimburse $towards temporary heating Normally we require a receipt as proof the temp heating was purchased However, we feel the homeowner has already endured many delays within and outside or control, so we will issue the reimbursement of $without the proof of purchase.Thank you
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 4, 2017, [redacted] reported online, his air conditioner was not coolingWe do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-"No claim forms are used, but we must pre-approve service by an authorized, independent service contractorIf an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:my claim was submitted on June 6, the purchasing supervisor told me on the phone conversation I had (which is recorded) that the contractor they provided was shady and he would be upset with them too, the poor customer service in which I received in the month and a half wait to finally pick my own contractor to fix the problem and the lack of communication between 2-and trane for receiving the correct parts on the first orderI have since taken a buyout from 2-due to my wife being pregnant and needing a/c for her comfortThis was started as a "EMERGENCY" claim and it was dealt with no urgencyI will never recommend this company and as a matter a fact I will go out of my way to make sure no one I know ever chooses to use them 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 March 31, 2017, [redacted] placed a furnace claim alleging a network contractor installed a [redacted] furnace (HBRWC supplied furnace) improperly [redacted] had his own contractor ***’s [redacted] (“***’s”) diagnose the furnaceThe out of network guidelines were immediately emailed to [redacted] Number of the guidelines makes it very clear how HBRWC will make reimbursement: “Emailed: [redacted] 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 replacement The 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 This is also located in the Agreement under the Terms & Conditions AProviding Service 2.a “If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” [redacted] ’s contractor ***’s reported “exhaust on the unit was crackedCondensation line was pumped outsideGas line to the furnace was missing a drip leg and was not inspected.” He recommended replacing the furnaceThe only breakdown he gave the representative was $ total ($in code and modifications + $material and labor) [redacted] ’s Agreement did not have Permit or code coverage in Per the Agreement in the Terms & Conditions; E-“We will not correct to bring into compliance, nor pay for corrections for violations of any building, fire, zoning code; other violations of local ordinances or state and federal laws or regulations.” In addition, his current Agreement does not have Permit or code coverageThis is located under [redacted] under the Supreme Protection (Optional Coverage); “Corrections to code violations up to $per Service Agreement”Unfortunately, [redacted] did not purchase the Supreme Protection optionEven if there were code issues that were not addressed in 2009, these code costs would have been out of pocket costs to [redacted] Also, ***’s reported only one failure; the exhaust vent is crackedFlue venting is excluded from coverage under Heating “EXCLUDED: flue venting” As [redacted] stated, he contacted a second [redacted] Certified contractor, [redacted] (“***”) [redacted] reported he did a visual inspection of primary and secondary heat exchangersFound rust on both heat exchangersHe found the primary heat exchanger was cracked where the manufacturer’s press the heat exchanger togetherThe only code issues are a pipe fitting in the furnace and no shutoff valveIn addition, he reported the cause of the failure was due to Wear and TearThe heat exchanger is the cause of failure, and the heat exchanger is under manufacturer's warrantyHis labor cost to replace the manufacture warranty heat exchanger was $$(code-pipe fitting and shutoff valve) and $material for flue venting support It was then decided to send an independent network contractor, [redacted] to settle this matter [redacted] reported the primary heat exchanger is cracked due to wear and tearThe technician advised the manufacturer recommends gas piping/exhaust vent for unit to be no smaller than 3"2” is presently installedThe gas piping configuration itself is not correct and could restrict gas flow within the lines even furtherHis cost to correct the gas line $and vent piping $ [redacted] ***’s agreed pricing with HBRWC for replacement of a manufactures warranty heat exchanger is $ A representative spoke with [redacted] and advised we are proceeding with replacing the heat exchanger [redacted] stated that he will not allow anyone to work on this furnace but his contractor ***'s Heating & A/CThe representative offered the cash buyout of $- $his service = $ [redacted] disputed, and feels that we should cover for the vent mods, gas line mods, and permitIt was explained that these items were not eligible for coverage in under his Agreement and are not eligible now under the current Agreement [redacted] refusing that answer and emphasized our contractor [redacted] was not licensed in the area and it is his fault this is out of codeThe representative acknowledge [redacted] should have addressed the code upgrades, venting and gas line mods back in 2009, but it does not change the fact that code and modifications are not eligible [redacted] advised he does not wish to proceed with [redacted] or receive the $towards repairs When a furnace is replaced, many times, code upgrades are likely [redacted] would not have taken a furnace out of code, they just did not upgrade to code when they installed the new furnaceThe [redacted] Certified contractor, [redacted] and the network contractor, [redacted] both reported the heat exchanger is cracked due to wear and tearThe furnace itself was not improperly installed, it just needs to be bought up to codeBoth of these contractors were willing to replace the heat exchanger under manufactures warrantyThey were both willing to bring the furnace up to code at a fair cost to [redacted] [redacted] ’s [redacted] Certified contractor [redacted] and the network contractor [redacted] costs were much more reasonable than ***’s costIt is unknown as to why [redacted] decided to proceed with ***’s as his cost is so extremeThe independent network contractor, [redacted] has proven to provide its customer’s fast, reliable, professional service As stated earlier, Per the Agreement A-2.a, payment is determined by the network contractors pricing [redacted] was also sent an email at the beginning of his claim on how payment is determined if he chooses to use a contractor out or our networkUnfortunately [redacted] still chose ***’s over [redacted] ***We regret, we are unable to reimburse any additional amount over the $HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 4, 2015/09/09) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] 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 service request handling processOur records indicate on June 22, a service request was initiated via HBRWC's company website as a pipe leakingThe service request was dispatched to D & B [redacted] LLC ("D & B") after Mr [redacted] agreed to the following Terms and Conditions online, "Customer ( [redacted] @gmail.com) accepted the following Terms and Conditions prior to filing claim: I have reviewed my warranty's terms and conditions for what is and what is not eligible for coverageI understand that if a contractor is dispatched to my home on a claim that is determined not to be covered by the warranty, I will still be responsible for the service fee." Our records indicate that the repairs were completed from D & B on June 25, On July 12, HBRWC was notified by Mr [redacted] that D & B caused additional leaks and did not return phone calls; therefore, he had his father resolve the issue and requested a refundAfter further review, D & B reported that they completed the repairs by replacing the overflow and shoe assembly on June 25, If further issues had resulted after these repairs were made, HBRWC must be immediately notified to assist with resolving the issue; this includes dispatching a recall service request to D &B to return to the home and warranty their workOur records show that Mr [redacted] reported that repairs were performed outside of the Limited Home Service Agreement ("Agreement") without prior approval or notification given to HBRWCOn Page of the Agreement under "Who pays what?" it states, "A service request must be received by us during the Service Agreement period2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paidYou are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call." As HBRWC was not given the opportunity to evaluate an additional failure prior to the work being performed, the refund request was not honored We apologize for the delay in response regarding a letter that Mr [redacted] had stated he had sent in and we further apologize for not having record of this letterOur records show that Mr [redacted] had requested a return call in several instancesOur company strives to provide fast, reliable service and anything less than acceptable will be evaluated internally Although HBRWC is unable to determine the failure or cause of failure after the plumbing repairs were performed by D & B in June, HBRWC will honor the request of the $service fee reimbursement that Mr [redacted] had paid to D & B as a gesture of goodwill and not admission of liabilityMr [redacted] will receive his $reimbursement within 7-business days We thank Mr [redacted] for bringing his to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs Sincerely, The Office of the President Home Buyers Resale Warranty Company
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further Our records show the check has been processed, as stated above, if Mr [redacted] has not received his check, he can contact the accounting department at 1-866-231-and it will be trackedHe can reference his work order [redacted] , approval code [redacted] Without knowing the name of the representative that told Mr [redacted] that the service fee would be waive, it would be very time consuming to locate the phone call he requested to be pulled as there are numerous representatives that have been in this claimIn order to preserve goodwill for our business, we will reimburse Mr [redacted] his service feeIt will take approximately to business days to receive the check Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further Concerning the faucet, we would refer to [redacted] to our previous responseThere is a maximum limit on the Faucet coverage of $150, this includes the faucet and labor to install the faucetThis is listed under the Agreement on page under DOLLAR LIMITS PER SERVICE AGREEMENT: “Faucet repair and/or replacement - $per faucet.” A service fee was refunded on August 7, and she should be receiving this check within a few daysIn addition, On August 15, 2016, the second service fee has been refundedWe request she allow approximately business days to receive this check It is noted that High Priority Plumbing reported that that all the water heaters are tied in togetherThe technician believed that there is something wrong with the recirculation system which was explained as not eligible for coverage on the previous responseHigh Priority Plumbing did request another pair of eyes to look at the set upHBRWC dispatched A Total Plumbing and they reported the water lines are plumbed incorrectlyA call was placed to [redacted] and explained what the contractor’s findings wereShe disagreed and said she would like to get her own opinionIf [redacted] decides to get her own opinionThere are out of network guidelines that must be followed: The contractor must be licensed and insuredThe contractor must call in with a diagnosis for approval before starting repairsHBRWC will only approve the cost for the repair based on our price guidesHBRWC reserves the right to an additional opinion There are no failures found to the water heaters for coverage to applyAt the beginning of the Terms & Conditions of the warranty “We provide service for covered systems and/or appliances: Which do not operate correctly due to wear and tear;” In addition, there are no leaks or breaks in the plumbing for coverage to apply per the Agreement on page “Water, drain, waste or vent pipe leaks or breaks” As discussed in the previous response, to correct the improper is not eligible for coverage At this time, we regret there are no mechanical failures found that would be eligible for coverage under this agreementIf Kimberley Lankie decides to obtain her own contractorWe do take every contractor’s diagnostics seriousWe do ask she follow the above guidelines and request that she calls in and we will be happy to email the guidelines to her Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") has received the additional response submitted by [redacted] Thank you for the opportunity to review and respondFirst, I would like to reiterate that both of the contactors have found no failures to [redacted] ’s heat pumpAll of the contractors that are utilized by HBWVA are independently owned and operatedThey are all licensed and insured and not employees of 2-Home Buyers WarrantyA stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptableWe dispute [redacted] ’s statement concerning the check list our contractors use on behalf of HBWVAHBWVA does not have a check listDue to [redacted] ’s allegations, this complaint was reviewed by our contractor relations departmentThey called both independent contractors and spoke with the ownersThey both made it very clear that they do not have a check listIf they see a cleaning issue on an HVAC system, such as a dirty filter, they will notate itThey do not address any issues with the cleanliness of a householdIt was confirmed by both owners, neither one of them utilize a check list of any kindIf [redacted] happen to receive a copy of this list, we would request he forward to us, then an internal investigation will be done on that independent contractorThe invoice from Residential Systems, that [redacted] the technician had filled outThere is no mention of the home not being cleanThe invoice: “Not heating well, “cycled and confirmed operationFilter clean, coil clean, blower amping in range, cap ok, no volt at ‘W’ ‘C’ for auxiliary heat, elect heat not amping, found thermostat not set up for heat pump without auxiliary heatSet it up for heat pump with auxiliary heat, both banks of heat amping, unit running to manufactures spec’s, supply degrees, degrees with aux heat, degrees return, will report findings to warranty co.” As stated, [redacted] the technician repaired the issue with the auxiliary heat, he checked the temps at the supply and return and they were at manufacturer’s specsI have attached the invoice for Revdex.com reviewIn addition, HBWVA does not deny claims due to lack of maintenance or cleaningIf an eligible part or equipment failed due to lack of maintenance or cleaningHBWVA would not cover the cost of the maintenance/cleaning, but would cover the cost of the eligible part/equipment that failed due to the maintenance/cleaning issueWe respectfully disagree with [redacted] , when he stated “They call in a second opinionThey got a company to blame it on the thermostat.” We did not send out the second opinion, Residential Systems to blame it on the thermostatThis is an incorrect statement that we do not take lightlyHBWVA takes pride as a Warranty companyHBWVA was established in and have covered over million new and pre-owned home with an A+ rating with the Revdex.comAgain, all of our contractors are independently owned and operatedThey have their own reputation to stand by as well as their retail jobs outside of the warranty companyWe do not tell them how to conduct their businessAs a matter of compromise and to put this matter to rest, a third contractor was dispatched to diagnose [redacted] ’s heat pump A representative of this department called [redacted] A voice mail was received and a message with the contractor name and phone numberHBWVA has a deep respect for all our service men and womenSincerely, Office of the President 2-Home Buyers Warranty of Virginia, Inc