The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr& Mrs [redacted] We have located Mr& Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on October 16, 2016, it was reported online the glass cooktop is crackedThe independent contractor, [redacted] reported: “the cooktop glass is shattered with a large impact point where something heavy fell on the glassThis is not wear and tear”Pictures were received and reviewed by our appliance expertThe starburst pattern to the breakage is a sign of an object breaking the glassThe glass of the cooktop was denied pursuant to the Agreement under the Terms & Conditions; B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): misuse or abuse ” Mrand Mrs [redacted] disagreedThe representative refunded the service fee Mrand Mrs [redacted] contacted a [redacted] certified contractor who reported the crack was due to a thermal breakThe claim was reviewed again and based off of the pictures, the evidence points to an impact and the claim remained deniedAs a goodwill gesture and not an admission of liabilityTo put this matter to restHBRWC has refunded $- ($invoice - $service fee reimbursed - $service fee)It will take approximately to business days to receive the check HBRWC would like to apologize for any inconvenience Mrand Mrs [redacted] may have experienced Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: My Air conditioner still doesn't work and 2-Warranty company is not making any effort to get it repaired.I'm satisfied with the resolution on the oven I'm not satisfied with the resolution of the Air conditioner I have received a response from 2-home warranty company after days The recall work order, and the root issue was not because the air conditioner can't keep the house cool enoughThe root issue is that the air conditioner compressor motor shuts down at random times, at random temperatures, for random amounts of time For example, it can shut down after running for minutes in degree weather outside and stay shut down for four hours, or it can shut down for minutes when it is degrees outside Every contractor that came out assumed that the compressor motor is overheating and not one contractor had made the effort to actually take a look at it There is absolutely no way to say, with any certainty, that the motor is shutting down due to overheating when the contractor(s) did not even inspect the motor itself Furthermore, even if it was overheating and shutting down, that would raise a red flag because a functioning air conditioner should not be shutting down on a daily basis.Because this problem is intermittent, I have decided to record and upload a video of when the air conditioner is functioning properly and when it is not I did this because I wanted to avoid a contractor coming out while it was functioning properly and assume that it is always working Unfortunately, the third time a contractor came out and that was the result that I got The response I received is "I can't fix it because it is not broken." Again, there was no effort to look at the compressor motor even after watching the video of the intermittent issueThe compressor motor is now shutting down more frequently, and for longer periods of time I have been without a properly functioning air conditioner for nearly two months My wife was months pregnant at the time this issue started, now we have a one month old newborn in the house I find it absolutely ridiculous that I have to go through all of this, just to get what I had paid for in the first place I feel that 2-home buyers warranty is doing everything they can to avoid responsibility Simply put, the air conditioner doesn't function properly and it's not getting fixed I am requesting another contractor to come out, actually look at the compressor motor, and diagnose the issue I am requesting that the contractor come ASAP as this is now considered an emergency given the Florida heat and the fact we have a newborn in the house Sincerely, [redacted] P.S Here is the link of the mentioned video: [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 November 23, 2016, [redacted] reported appliance claimsThe independent contractor, [redacted] was dispatched to the property to evaluate all of the appliance Washer - [redacted] reported the unit is not completing cycles and leaking– [redacted] reported there are no signs of leaking after filling unit up times fully and going through cyclesIt is missing the correct timer knobUnit fills correctly, drain correctly and agitates correctly; he found no mechanical failures Dryer – [redacted] reported the dryer over heats– [redacted] reported he was unable to find anything wrong with this unitDoor seems to close fine, unit cycles on thermostat properly and unit has good airflow Refrigerator – [redacted] reported the refrigerator is leaking– [redacted] reported the door is rubbing at the bottom, you have to push the door closed by some forceThis is caused because the door interior liner/shell is warpedThe interior shell is excluded from coverage under AppliancesThere is no mechanical failure found to the refrigerator.Dishwasher – [redacted] reported the dishes do not get clean [redacted] reported there is no mechanical failures and it is working as intendedThe only observation was that he found dishes in upper rack blocking top spray [redacted] disagreed with [redacted] ’s reportsThe representative advised he could get his own second opinion and we would be happy to review his contractor’s findingsThis was on November 30, [redacted] just recently contacted 2-HBW on August 29, (months after the last diagnostics from [redacted] )He advised he had acquired a second opinion and had sent us a letterThe letter has not been receivedThe representative advised him that he can send it as an email to [redacted] and he understoodWe have not yet receive the diagnostic’s report from his contractorTo expedite service, [redacted] can also have his contractor call in his findings at [redacted] We do respectfully disagree with [redacted] ’s statement2-HBW always work with contractor’s out of our networkMotors are a mechanical failure but [redacted] did not find any motor failuresPerhaps the motor failed to one of the appliances after [redacted] ’s diagnostics back in In [redacted] ’s desired settlement, he is requesting that we replace each of his appliancesWith the information we have, we regret that we will not be repair/replacing his appliances2-HBW has fulfilled their obligations as specified in the terms and conditions of the Service Agreement We apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process We value his business and we look forward to serving his future warranty needs [redacted]
Revdex.com: I filed a complaint due to a dispute with 2-Home Buyers Warranty requesting reimbursement for a covered serviceThey have agreed to reimburse us for this chargeI wanted to update my complaint to advise it has been resolvedThank you for your services! 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 condition 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 February 20, 2016, [redacted] reported the air conditioner is not blowing cold airIndependent service contractor, [redacted] A/C & Refrigeration (“Tolly’s”) was dispatched to the home to evaluate the air conditionerThey reported the indoor evaporator coil is leaking and it is under manufactures warranty [redacted] was authorized to replace the coil under manufactures warrantyOn March 15, 2016, [redacted] called wanting to know what the holdup wasA call was placed to [redacted] and a voice message was receivedA return call was placed to [redacted] and he informed us that [redacted] had scheduled March 21, [redacted] called on March 29, stating that his air conditioner is still not working and he does not want to use [redacted] again due to being unhappy with their serviceIndependent contractor, Sams Heat and Air was dispatched to the home and found the air conditioner void of FreonHe did a leak test and found the new evaporator coil leaking on the bottom left side and possibly a leak in the wallSams heat and Air did not want to follow behind another contractor and declined the job [redacted] also got his own out of network contractor to diagnose the air conditionerHis contractor reported a leak at the suction port of the condensing unitHis costs were higher than what our in network contractor would charge so [redacted] decided to stay with [redacted] to do the repairDue to the ongoing delayed claim [redacted] was reimbursed his service fee [redacted] found the leak on the copper tubing line of the condensing unitThey made the repairA call was placed to [redacted] and confirmed the air conditioner is now workingHBRWC would again like to apologize for any inconvenience [redacted] may have experienced We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersAll of the contractors that are utilized by HBRWC are independently owned and operatedWe have no right of control over their actionsWe acknowledge the delay that occurred by [redacted] was preventable and we will have this matter investigated further internally so we may make corrections and continue to improve our serviceWe would like to thank him for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needsSincerely 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***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 January 20, Mr [redacted] reported his refrigerator is not coolingThe independent contractor, [redacted] was dispatchedOn January 28, [redacted] reported online, the fan motor is not working and in need of replacement [redacted] orders their own partsThen on February 12, [redacted] advised online, that his supplier told him the part has been on backorder and should be delivered within daysThere were several attempts to contact [redacted] to get clarification of the parts statusEach time a voice message was leftOur parts research team found that our main supplier showed the part is in stock but we could not get a hold of [redacted] to see if they had received the part they orderedWe were considering dispatching another contractorIt is often a difficult decision to start the claim process over with a new contractor as this does create an extended delay versus staying with the contractor who probably has the part ready for installLater that morning, Mr***’s called in and advised he has purchased the part and would like to take a repair cash buyout for the part and laborThe buyout was processedOn February 15, [redacted] reported online the part was received and a second appointment for install is neededSince Mr [redacted] had already taken the buyout, [redacted] was cancelledWe do acknowledge [redacted] was non responsive when status updates were requestedThey have been sent to our contractor relations department to address the contractor’s lack of communicationIf we were aware the part was on back order and they could not get the part in a reasonable time, they should have notified 2-HBW so we could have placed the orderThere are some things that are out of our control, we have no control over parts delays and labor difficulties as described in the Agreement’s Terms & Conditions, B-10; “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.” In regards to Mr [redacted] request to receive the full cost of the warrantyThe Agreement has been in effect since May 11, and past our Thirty-Day Guarantee to receive a full refundIf Mr [redacted] is considering cancelling his Agreement with 2-HBW, he may send a written request to [email protected] Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [email protected])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges”He is also requesting compensation for expenses (time, labor, stress and $compensation paid to a tenant without a working freezer for days.) that are not covered under the AgreementThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe 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.” Mr***’s service fee has been reimbursedIt will take approximately to business days to receive the check We apologizes for the inconvenience and delays caused by the contractor assisting with the service of the refrigerator 2-HBW has honored our obligations as stated in the Terms and Conditions of the Agreement and we will not be offering any further payment Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: the salt cell was installed and was not calibratedI have called [redacted] for weeks now hearing the same excuse, and that they will be out at the begining of the weekIt is now July 19th and I still don't have a salt cell workingNot sure how this is not 2-10's issueThey are the ones that hired this contractor to repair the problem that is covered under this warranty Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They have done nothing to be hopeful in resolving the situationThe outside contractor told me and 2-that [redacted] doesn't make parts for the ovenAfter all the problem I have had with the their contractor, I don't feel convenient in 2-send any other contractor out to remove the board to be rebuilt [redacted] did't shut off the breaker to the electric feed to the oven [redacted] won't return my calls or 2-callsI would like them to pay $to repair the oven board with my outside contractorI have not had working oven since ThanksgivingI have only receive one call from 2-about the second week of January, which stated that they were concerning the optionsThey said they would call with 7-business daysThey didn'tWith the major inconvenience that 2-has caused me, I believe it is only fair the pay for the full repair 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 Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on December 11, 2016, Mr [redacted] reported a gas smell/leak in the homeHe called the gas company and they could not determine if it was the water heater or the furnace since they were so close togetherThe independent contractor [redacted] was dispatched to the home and reported the heat exchanger is cracked and not able to test fully since the gas was off and the gas company had advised a pressure test is needed for the entire homeHBRWC only check and repair gas line leaks to the furnace and the water heaterWe do not test all gas lines and appliances for the entire homeThe representative informed Mr [redacted] to have the lines tested, call the gas company so they can go back out and turn the gas on, then contact us so we can get the ball rolling on the furnace issue It was decided to replace the furnaceOn December 13, 2016, Mr [redacted] accepted the out of pocket costs and the furnace was ordered and shipped to the contractors shopBy December 21, 2016, the contractor had stated he still had not received the furnaceThe furnace was trackedThe delivery company, [redacted] reported that they left the furnace on the dock at the contractor’s place of businessThere was no one there to sign for itThe furnace was never locatedAnother furnace was ordered and the contractor has reported that the furnace was installed on December 22, We do empathize how frustrating it can be without heat and hope Mr [redacted] understands that there are some things that are out of our controlWe had no control over the first furnace being misplaced or stolenThis is explained in the Agreement in the Terms & Conditions B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” HBRWC apologize to Mr [redacted] for the experience he has had concerning this claimWe work very hard to prevent situations like thisIf Mr [redacted] is still considering cancelling his Agreement with HBRWC, he may send a written request to [redacted] The Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [redacted] )...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.” 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 11105235, and find that this resolution is satisfactory to me 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 April 26, 2016, [redacted] reported her dryer is not dryingIndependent contractor [redacted] was dispatched but the customer has a security gate and did not want to wait [redacted] was sent another dispatch and there report was too vague, they just reported there are failures and possibly repairable [redacted] had called in and told us the technician said it was the motor and it would need to be rebuilt due to parts are no longer availableThe technician took the motor with himThere were many attempts to contact [redacted] but they were unresponsive or would tell us they will have the technician call inThey were sent to our contractor relations department to addressOn June 1, 2016, [redacted] stated [redacted] came out and completed the repairs and the dryer is still not workingAgain we tried to contact [redacted] for status but they were unresponsiveOn August 8, 2016, [redacted] called and had replaced her dryer and was seeking reimbursementA supervisor spoke to [redacted] a replacement buyout of the dryer and she has accepted the offer HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at 2-Home Buyers Warranty of Virginia, Inc(“2-HBW”) is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] ***’s Limited Home Service Agreement (“Agreement”) and 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 December 11, 2015, [redacted] reported there was a pipe leakingThe independent service contractor, Campanella IncDBA Petit Plumbing was dispatched to the property and called their findings in the same dayThe technician needed to make access through the kitchen ceiling above the sink 1’ X 1’ hole and a 6” X 6” hole, due to the leak was concealedAfter making access, he discovered the leak was coming from a hole in a cold supply lineThere is a $maximum under Plumbing for concealed claims which states on page of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: *Concealed/concrete water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” In addition, under the Terms and Conditions section APROVIDING SERVICE, a“If we elect payment, the amount will equal the lesser of (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” This means the $maximum for concealed leak would be lowered by [redacted] ***’s $service feeAlso, in regards to drywall repair that [redacted] was questioning, under the Terms and Conditions B“When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” This means that if the walls need to be opened up for a covered service, this amount would go toward the claim that it applies toIn this case, the opening up and restoring the drywall to a rough finish would apply to the concealed maximumThe costs to repair without patching the drywall: $to make access through the drywall $for pipe repair -------- $total cost to make access and repair the supply lineSince the repairs of the supply line does not include patching the drywall and there was only $remaining on the Agreement’s maximum This is not enough money to dispatch a contractor and repair the drywall holes to a rough finishTherefore a payout check of $was paid to [redacted] to put toward the repair of the drywallA representative of our department had spoken to [redacted] on December 22, and had resolved this matterShe had received and forwarded an estimate for $to restore the drywall holes to a rough finishAs a gesture of goodwill and not an admission of liability, 2-HBW has reimbursed [redacted] $over the allowable maximum of the AgreementHBRWC respectfully requests the Revdex.com close this case as we have met and exceeded the terms of [redacted] ***’s AgreementSincerely, [redacted] 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 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 The independent contractor, [redacted] HVAC reported the accumulator and receiver in the condensing unit have multiple leaks and they recommended replacing the systemThe technician did not acquire any information such as the model and serial numbersThe accumulator and receiver are not major parts of the heat pump system and can be replaced without replacing the system [redacted] refused to replace just these two partsThere was no justification to replace the systemThe contractor could not give HBRWC a logical reason as to why the system should be replaced and they acquired no information on the systemThis prevented HBRWC from making an informed decisionThe contractor was sent to our contractor relations department to investigate and address there unprofessionalismIt was decided to dispatch a second opinionIf Mr [redacted] would please refer to his Agreement under the Terms & Conditions; B-“We reserve the right to obtain an additional diagnosis at our expense.” The independent contractor, V.L [redacted] Heating & Air was dispatched and reported all of the system informationThe technician reported there is a leak in the condensing coil and the coil can be replacedThe serial number shows Mr [redacted] ’s system is still under Manufactures WarrantyV.L [redacted] was authorized the labor to swap out the condensing coil under Manufactures WarrantyAfter the contractor replaced the coil, the contractor found the compressor had locked up due to lack of refrigerantThe compressor was also replaced under Manufactures WarrantyA Manufactures Warranty supersedes our agreementWhen a system is under Manufactures Warranty, it is the responsibility of the manufacturer to supply the system/equipment, which the manufacturer didIf the labor to install the equipment is out of warranty, HBRWC pays for the labor We do apologize for any inconvenience and/or delays caused by the independent contractor, [redacted] HVACAll of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWCA stern criteria of the independent contractors we utilize is to provide our customers and HBRWC fast, reliable, professional service [redacted] HVAC did not live up to these standardsWe hope Mr [redacted] can understand why we did not move forward with themAs we would not have known his system was still under Manufactures WarrantyWe also apologize to Mr [redacted] ’s if he has been lied to on several occasionsWe do take these allegations very seriouslyThis is being investigated further internally by our company so we may make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: I am rejecting this response because: The warranty company should cover all expenses involved in a furnace replacementThey should also perform all replacements in a timely manner (10+ days is not timely)Temperatures consistently dropped below freezing, leaving us to leave our month old son in a freezing houseIf I would have gone with a different company I could have had the unit replaced within daysThinking that HBW would cover the needed expenses to replace the furnace in a timely manner I had to go with their routeI had to constantly contact the company to find out what the resolution was going to beLogging into their system I found out the ETA on the part was 3/31/16, not business days for delivery (see attached screenshot)Had I known it would take days to get my unit installed I would have chosen to go through another route in the beginning, but was in no such luck since I was trapped into their contact after the part was ordered We are still requesting 2-to cover the out of pocket expenses of $for the install, otherwise we will have to pursue further action 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 13, 2016, [redacted] reported her air conditioner would not turn on Independent service contractor, [redacted] was dispatched to the home and reported on the first visit the main ac was one lblow on Freon, the technician recharged and everything was working properly [redacted] was called out on a second visit and found the third floor ac has the incorrect piston installed on the air handler and a TXV needed for the condensing unit to cool properlyWhen [redacted] went back out to make the repair the tech found the evaporator was leaking refrigerant [redacted] was authorized to replace the air handlerA supervisor has called [redacted] and confirmed the Air handler has been installedHe called the customer and left a voice message with his direct line to confirm the system is cooling properly HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because, they were supposed to refund me for the warranty and it's been days since they said they were sending me a check Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Quoting anything that the fraudulent 'company' " [redacted] " says is not based on factual evidence whatsoever Like I have stated in my Revdex.com complaint of your company and also their company, " [redacted] " was at our house for no more than minutes and after having trouble identifying the hairline cracks at all (we had to point it out to them) the technician stated in person that the repair would not be an issue because there was no sign of impact or neglect Your company keeps falling back on some evidence from a position of weakness and I find this practice to be revolting My licensed, certified, and insured technician from the appliance company itself ( [redacted] ), and the website [redacted] both reinforce my fact-based standpoint that the damage is indeed thermal Glass breakage due to "impact with a large impact site" (of which there is none, you can check the pictures I've submitted directly to your company) would cause a completely open break at the impact site, multiple large fractures radiating from said site, and transverse hairline breakage connecting the breaks that radiated from said site Funny thing is there are exactly zero transverse breaks anywhere on my cook top As I've mentioned many times " [redacted] " and a [redacted] technician have both stated that there was no impact site, so please stop referencing one as evidence unless you would like to come out to my house in person and show it to me because neither myself nor my wife nor " [redacted] " technician nor the [redacted] technician have stated that there is an impact site Companies like [redacted] don't cover under warranty impact site damage and give away $cook tops free of charge (which they did as evidenced by the invoice I've submitted to your company) Your rhetoric is just plain insulting and I'm absolutely sick of it.This isn't about moneyIt is about principle I wouldn't have spent well over hours and made 15+ phone calls to all departments of your company (customer care, homeowner claims, review claims) if I felt your company were being honest with me Your company has denied my claim on the unfounded pretense of an impact site Your company has denied my claim on the unfounded pretense of consumer neglect Your company has denied my claim on the unfounded pretense that the damage was pre-existing (my homeowner's inspection claims otherwise) Your company has denied my claim on the unfounded pretense that repairs were made without prior authorization (my invoice submission from [redacted] showing the cost of labor for repair was generated and submitted to your company upon your company's specific request) Your company has then re-denied on the unfounded claim by a 'subject matter expert' who was looking at pictures I took and submitted stating that said pictures show clear evidence of an impact site and consumer neglect (of which I guarantee you there is none) Stop being a completely unintelligent and ignorant warranty company that loves nothing more than throwing the book of denial at their customers It's a very bad look for you and I do intend to leave further fact-based negative reviews for all of the disservice your company has provided myself and my wife in the short weeks that we have lived in our new house Thank you for causing us to go without a stove for over weeks now due to your company's completely out of proportion turnaround time It's Been a Real Pleasure, [redacted] And [redacted]
The Office of the President at Home Buyers Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case by [redacted] We have located [redacted] ’s Limited Home Service Agreement (“Agreement”) which became effective July 15, 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 December 18, 2015, [redacted] reported his Heat Pump is blowing cold and hot airThe independent service contractor, Total Air Care Incwas dispatched to the property to evaluate the claim furtherOn December 18, 2015, Total Air Care reported the Freon levels were down lbs., so the technician added leak seal and recharged the systemOn January 25, 2016, Mrs [redacted] called in stating she is having issues again with the heat pumpThere was a recall set up for Total Air CareThey called in their findings January 28, stating the evaporator coil is extremely dirty causing water to leakThe technician was not able to diagnose any further until the coil is cleanedPer the Agreement B-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” and B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” We acknowledge the statement made by Mr [redacted] concerning the Band-Aid fixIt is important for Mr [redacted] to underhand that per section B-”We solely determine whether covered systems or appliances and their components will be repaired or replaced” All of the contractors that are utilized by HBW VI are independently owned and operatedThey are all licensed and insured and not employees of HBW VITheir recommendation weighs heavily on our decision to repair or replaceA representative of this department called and spoke to Mrs [redacted] She stated Total Air Care has cleaned the coils and their report showed the system was low on charge againThe technician requested for her not to use the heat pump until the system is fixedOn February 23, 2016, Total Air Care reported after cleaning the coils, found a leak in the evaporator and condensing coil and a rusted accumulatorThey are replacing the accumulator and are confident they can repair the leaksA call was placed to the [redacted] ’s residence and a voice mail was receivedA message was left that HBW VI will be reimbursing her service feeThe reimbursement is a gesture of goodwill and not an admission of liabilityThe [redacted] have a direct contact to this department if they need further assistance on this claimHBW VI values each business relationship we have with our customersWe again apologize for any frustration or inconvenience experienced during the claims processWe take these matters very seriously and we thank you for bringing these concerns to our attentionSincerely, Office of the President Home Buyers Warranty Corporation VI
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 15, 2016, [redacted] reported online the air conditioner is not blowing cold airThe independent contractor [redacted] HBWC was dispatched and reported the compressor has failed and the valves were leakingThe contractor recommended replacing the compressor or the condensing unitHBRWC does take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely oursThis is explained in the Agreement under the Terms & Agreement, B-“"We solely determine whether covered systems or appliances and their components will be repaired or replaced" HBRWC authorized the contractor to repair the condensing unitThe compressor and valves were orderedThe contractor has reported online that the repairs are complete A supervisor has been assigned to this case due to [redacted] dissatisfactionHe called the [redacted] residence at the requested phone #He received a voice mail and left a message with his direct line if she would like to call him back and discuss this further and to confirm the upstairs ac repairs have been complete HBRWC would like to apologize for any inconvenience [redacted] has experienced We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously 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 air conditioner claimThank you for the opportunity to review and respond Our records indicate on June 6, 2016, [redacted] reported her air conditioner was not blowing cold airAn independent contractor was sent a dispatch the same day, but instead of declining the job, the contractor did not respond at allWhen a contractor declines a job, a new contractor will be automatically dispatched through the system as to not prevent any further delayThe system emails the dispatch to the contractor as well as the customerAs soon as we were notified of this, we were able to locate a contractor that could service Independent service contractor, Mercury Refrigeration & A/C was dispatched to the home and found the evaporator coil leaking and he was able to repair it HBRWC apologizes to [redacted] for any experience he has had concerning his hold time with the customer service department and the delay in locating a contractorWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr& Mrs [redacted] We have located Mr& Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on October 16, 2016, it was reported online the glass cooktop is crackedThe independent contractor, [redacted] reported: “the cooktop glass is shattered with a large impact point where something heavy fell on the glassThis is not wear and tear”Pictures were received and reviewed by our appliance expertThe starburst pattern to the breakage is a sign of an object breaking the glassThe glass of the cooktop was denied pursuant to the Agreement under the Terms & Conditions; B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): misuse or abuse ” Mrand Mrs [redacted] disagreedThe representative refunded the service fee Mrand Mrs [redacted] contacted a [redacted] certified contractor who reported the crack was due to a thermal breakThe claim was reviewed again and based off of the pictures, the evidence points to an impact and the claim remained deniedAs a goodwill gesture and not an admission of liabilityTo put this matter to restHBRWC has refunded $- ($invoice - $service fee reimbursed - $service fee)It will take approximately to business days to receive the check HBRWC would like to apologize for any inconvenience Mrand Mrs [redacted] may have experienced Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: My Air conditioner still doesn't work and 2-Warranty company is not making any effort to get it repaired.I'm satisfied with the resolution on the oven I'm not satisfied with the resolution of the Air conditioner I have received a response from 2-home warranty company after days The recall work order, and the root issue was not because the air conditioner can't keep the house cool enoughThe root issue is that the air conditioner compressor motor shuts down at random times, at random temperatures, for random amounts of time For example, it can shut down after running for minutes in degree weather outside and stay shut down for four hours, or it can shut down for minutes when it is degrees outside Every contractor that came out assumed that the compressor motor is overheating and not one contractor had made the effort to actually take a look at it There is absolutely no way to say, with any certainty, that the motor is shutting down due to overheating when the contractor(s) did not even inspect the motor itself Furthermore, even if it was overheating and shutting down, that would raise a red flag because a functioning air conditioner should not be shutting down on a daily basis.Because this problem is intermittent, I have decided to record and upload a video of when the air conditioner is functioning properly and when it is not I did this because I wanted to avoid a contractor coming out while it was functioning properly and assume that it is always working Unfortunately, the third time a contractor came out and that was the result that I got The response I received is "I can't fix it because it is not broken." Again, there was no effort to look at the compressor motor even after watching the video of the intermittent issueThe compressor motor is now shutting down more frequently, and for longer periods of time I have been without a properly functioning air conditioner for nearly two months My wife was months pregnant at the time this issue started, now we have a one month old newborn in the house I find it absolutely ridiculous that I have to go through all of this, just to get what I had paid for in the first place I feel that 2-home buyers warranty is doing everything they can to avoid responsibility Simply put, the air conditioner doesn't function properly and it's not getting fixed I am requesting another contractor to come out, actually look at the compressor motor, and diagnose the issue I am requesting that the contractor come ASAP as this is now considered an emergency given the Florida heat and the fact we have a newborn in the house Sincerely, [redacted] P.S Here is the link of the mentioned video: [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 November 23, 2016, [redacted] reported appliance claimsThe independent contractor, [redacted] was dispatched to the property to evaluate all of the appliance Washer - [redacted] reported the unit is not completing cycles and leaking– [redacted] reported there are no signs of leaking after filling unit up times fully and going through cyclesIt is missing the correct timer knobUnit fills correctly, drain correctly and agitates correctly; he found no mechanical failures Dryer – [redacted] reported the dryer over heats– [redacted] reported he was unable to find anything wrong with this unitDoor seems to close fine, unit cycles on thermostat properly and unit has good airflow Refrigerator – [redacted] reported the refrigerator is leaking– [redacted] reported the door is rubbing at the bottom, you have to push the door closed by some forceThis is caused because the door interior liner/shell is warpedThe interior shell is excluded from coverage under AppliancesThere is no mechanical failure found to the refrigerator.Dishwasher – [redacted] reported the dishes do not get clean [redacted] reported there is no mechanical failures and it is working as intendedThe only observation was that he found dishes in upper rack blocking top spray [redacted] disagreed with [redacted] ’s reportsThe representative advised he could get his own second opinion and we would be happy to review his contractor’s findingsThis was on November 30, [redacted] just recently contacted 2-HBW on August 29, (months after the last diagnostics from [redacted] )He advised he had acquired a second opinion and had sent us a letterThe letter has not been receivedThe representative advised him that he can send it as an email to [redacted] and he understoodWe have not yet receive the diagnostic’s report from his contractorTo expedite service, [redacted] can also have his contractor call in his findings at [redacted] We do respectfully disagree with [redacted] ’s statement2-HBW always work with contractor’s out of our networkMotors are a mechanical failure but [redacted] did not find any motor failuresPerhaps the motor failed to one of the appliances after [redacted] ’s diagnostics back in In [redacted] ’s desired settlement, he is requesting that we replace each of his appliancesWith the information we have, we regret that we will not be repair/replacing his appliances2-HBW has fulfilled their obligations as specified in the terms and conditions of the Service Agreement We apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process We value his business and we look forward to serving his future warranty needs [redacted]
Revdex.com: I filed a complaint due to a dispute with 2-Home Buyers Warranty requesting reimbursement for a covered serviceThey have agreed to reimburse us for this chargeI wanted to update my complaint to advise it has been resolvedThank you for your services! 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 condition 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 February 20, 2016, [redacted] reported the air conditioner is not blowing cold airIndependent service contractor, [redacted] A/C & Refrigeration (“Tolly’s”) was dispatched to the home to evaluate the air conditionerThey reported the indoor evaporator coil is leaking and it is under manufactures warranty [redacted] was authorized to replace the coil under manufactures warrantyOn March 15, 2016, [redacted] called wanting to know what the holdup wasA call was placed to [redacted] and a voice message was receivedA return call was placed to [redacted] and he informed us that [redacted] had scheduled March 21, [redacted] called on March 29, stating that his air conditioner is still not working and he does not want to use [redacted] again due to being unhappy with their serviceIndependent contractor, Sams Heat and Air was dispatched to the home and found the air conditioner void of FreonHe did a leak test and found the new evaporator coil leaking on the bottom left side and possibly a leak in the wallSams heat and Air did not want to follow behind another contractor and declined the job [redacted] also got his own out of network contractor to diagnose the air conditionerHis contractor reported a leak at the suction port of the condensing unitHis costs were higher than what our in network contractor would charge so [redacted] decided to stay with [redacted] to do the repairDue to the ongoing delayed claim [redacted] was reimbursed his service fee [redacted] found the leak on the copper tubing line of the condensing unitThey made the repairA call was placed to [redacted] and confirmed the air conditioner is now workingHBRWC would again like to apologize for any inconvenience [redacted] may have experienced We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersAll of the contractors that are utilized by HBRWC are independently owned and operatedWe have no right of control over their actionsWe acknowledge the delay that occurred by [redacted] was preventable and we will have this matter investigated further internally so we may make corrections and continue to improve our serviceWe would like to thank him for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needsSincerely 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***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 January 20, Mr [redacted] reported his refrigerator is not coolingThe independent contractor, [redacted] was dispatchedOn January 28, [redacted] reported online, the fan motor is not working and in need of replacement [redacted] orders their own partsThen on February 12, [redacted] advised online, that his supplier told him the part has been on backorder and should be delivered within daysThere were several attempts to contact [redacted] to get clarification of the parts statusEach time a voice message was leftOur parts research team found that our main supplier showed the part is in stock but we could not get a hold of [redacted] to see if they had received the part they orderedWe were considering dispatching another contractorIt is often a difficult decision to start the claim process over with a new contractor as this does create an extended delay versus staying with the contractor who probably has the part ready for installLater that morning, Mr***’s called in and advised he has purchased the part and would like to take a repair cash buyout for the part and laborThe buyout was processedOn February 15, [redacted] reported online the part was received and a second appointment for install is neededSince Mr [redacted] had already taken the buyout, [redacted] was cancelledWe do acknowledge [redacted] was non responsive when status updates were requestedThey have been sent to our contractor relations department to address the contractor’s lack of communicationIf we were aware the part was on back order and they could not get the part in a reasonable time, they should have notified 2-HBW so we could have placed the orderThere are some things that are out of our control, we have no control over parts delays and labor difficulties as described in the Agreement’s Terms & Conditions, B-10; “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.” In regards to Mr [redacted] request to receive the full cost of the warrantyThe Agreement has been in effect since May 11, and past our Thirty-Day Guarantee to receive a full refundIf Mr [redacted] is considering cancelling his Agreement with 2-HBW, he may send a written request to [email protected] Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [email protected])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges”He is also requesting compensation for expenses (time, labor, stress and $compensation paid to a tenant without a working freezer for days.) that are not covered under the AgreementThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe 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.” Mr***’s service fee has been reimbursedIt will take approximately to business days to receive the check We apologizes for the inconvenience and delays caused by the contractor assisting with the service of the refrigerator 2-HBW has honored our obligations as stated in the Terms and Conditions of the Agreement and we will not be offering any further payment Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: the salt cell was installed and was not calibratedI have called [redacted] for weeks now hearing the same excuse, and that they will be out at the begining of the weekIt is now July 19th and I still don't have a salt cell workingNot sure how this is not 2-10's issueThey are the ones that hired this contractor to repair the problem that is covered under this warranty Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They have done nothing to be hopeful in resolving the situationThe outside contractor told me and 2-that [redacted] doesn't make parts for the ovenAfter all the problem I have had with the their contractor, I don't feel convenient in 2-send any other contractor out to remove the board to be rebuilt [redacted] did't shut off the breaker to the electric feed to the oven [redacted] won't return my calls or 2-callsI would like them to pay $to repair the oven board with my outside contractorI have not had working oven since ThanksgivingI have only receive one call from 2-about the second week of January, which stated that they were concerning the optionsThey said they would call with 7-business daysThey didn'tWith the major inconvenience that 2-has caused me, I believe it is only fair the pay for the full repair 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 Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on December 11, 2016, Mr [redacted] reported a gas smell/leak in the homeHe called the gas company and they could not determine if it was the water heater or the furnace since they were so close togetherThe independent contractor [redacted] was dispatched to the home and reported the heat exchanger is cracked and not able to test fully since the gas was off and the gas company had advised a pressure test is needed for the entire homeHBRWC only check and repair gas line leaks to the furnace and the water heaterWe do not test all gas lines and appliances for the entire homeThe representative informed Mr [redacted] to have the lines tested, call the gas company so they can go back out and turn the gas on, then contact us so we can get the ball rolling on the furnace issue It was decided to replace the furnaceOn December 13, 2016, Mr [redacted] accepted the out of pocket costs and the furnace was ordered and shipped to the contractors shopBy December 21, 2016, the contractor had stated he still had not received the furnaceThe furnace was trackedThe delivery company, [redacted] reported that they left the furnace on the dock at the contractor’s place of businessThere was no one there to sign for itThe furnace was never locatedAnother furnace was ordered and the contractor has reported that the furnace was installed on December 22, We do empathize how frustrating it can be without heat and hope Mr [redacted] understands that there are some things that are out of our controlWe had no control over the first furnace being misplaced or stolenThis is explained in the Agreement in the Terms & Conditions B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” HBRWC apologize to Mr [redacted] for the experience he has had concerning this claimWe work very hard to prevent situations like thisIf Mr [redacted] is still considering cancelling his Agreement with HBRWC, he may send a written request to [redacted] The Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [redacted] )...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.” 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 11105235, and find that this resolution is satisfactory to me 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 April 26, 2016, [redacted] reported her dryer is not dryingIndependent contractor [redacted] was dispatched but the customer has a security gate and did not want to wait [redacted] was sent another dispatch and there report was too vague, they just reported there are failures and possibly repairable [redacted] had called in and told us the technician said it was the motor and it would need to be rebuilt due to parts are no longer availableThe technician took the motor with himThere were many attempts to contact [redacted] but they were unresponsive or would tell us they will have the technician call inThey were sent to our contractor relations department to addressOn June 1, 2016, [redacted] stated [redacted] came out and completed the repairs and the dryer is still not workingAgain we tried to contact [redacted] for status but they were unresponsiveOn August 8, 2016, [redacted] called and had replaced her dryer and was seeking reimbursementA supervisor spoke to [redacted] a replacement buyout of the dryer and she has accepted the offer HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at 2-Home Buyers Warranty of Virginia, Inc(“2-HBW”) is in receipt of the inquiry submitted under case by [redacted] ***We have located [redacted] ***’s Limited Home Service Agreement (“Agreement”) and 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 December 11, 2015, [redacted] reported there was a pipe leakingThe independent service contractor, Campanella IncDBA Petit Plumbing was dispatched to the property and called their findings in the same dayThe technician needed to make access through the kitchen ceiling above the sink 1’ X 1’ hole and a 6” X 6” hole, due to the leak was concealedAfter making access, he discovered the leak was coming from a hole in a cold supply lineThere is a $maximum under Plumbing for concealed claims which states on page of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: *Concealed/concrete water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” In addition, under the Terms and Conditions section APROVIDING SERVICE, a“If we elect payment, the amount will equal the lesser of (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” This means the $maximum for concealed leak would be lowered by [redacted] ***’s $service feeAlso, in regards to drywall repair that [redacted] was questioning, under the Terms and Conditions B“When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” This means that if the walls need to be opened up for a covered service, this amount would go toward the claim that it applies toIn this case, the opening up and restoring the drywall to a rough finish would apply to the concealed maximumThe costs to repair without patching the drywall: $to make access through the drywall $for pipe repair -------- $total cost to make access and repair the supply lineSince the repairs of the supply line does not include patching the drywall and there was only $remaining on the Agreement’s maximum This is not enough money to dispatch a contractor and repair the drywall holes to a rough finishTherefore a payout check of $was paid to [redacted] to put toward the repair of the drywallA representative of our department had spoken to [redacted] on December 22, and had resolved this matterShe had received and forwarded an estimate for $to restore the drywall holes to a rough finishAs a gesture of goodwill and not an admission of liability, 2-HBW has reimbursed [redacted] $over the allowable maximum of the AgreementHBRWC respectfully requests the Revdex.com close this case as we have met and exceeded the terms of [redacted] ***’s AgreementSincerely, [redacted] 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 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 The independent contractor, [redacted] HVAC reported the accumulator and receiver in the condensing unit have multiple leaks and they recommended replacing the systemThe technician did not acquire any information such as the model and serial numbersThe accumulator and receiver are not major parts of the heat pump system and can be replaced without replacing the system [redacted] refused to replace just these two partsThere was no justification to replace the systemThe contractor could not give HBRWC a logical reason as to why the system should be replaced and they acquired no information on the systemThis prevented HBRWC from making an informed decisionThe contractor was sent to our contractor relations department to investigate and address there unprofessionalismIt was decided to dispatch a second opinionIf Mr [redacted] would please refer to his Agreement under the Terms & Conditions; B-“We reserve the right to obtain an additional diagnosis at our expense.” The independent contractor, V.L [redacted] Heating & Air was dispatched and reported all of the system informationThe technician reported there is a leak in the condensing coil and the coil can be replacedThe serial number shows Mr [redacted] ’s system is still under Manufactures WarrantyV.L [redacted] was authorized the labor to swap out the condensing coil under Manufactures WarrantyAfter the contractor replaced the coil, the contractor found the compressor had locked up due to lack of refrigerantThe compressor was also replaced under Manufactures WarrantyA Manufactures Warranty supersedes our agreementWhen a system is under Manufactures Warranty, it is the responsibility of the manufacturer to supply the system/equipment, which the manufacturer didIf the labor to install the equipment is out of warranty, HBRWC pays for the labor We do apologize for any inconvenience and/or delays caused by the independent contractor, [redacted] HVACAll of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWCA stern criteria of the independent contractors we utilize is to provide our customers and HBRWC fast, reliable, professional service [redacted] HVAC did not live up to these standardsWe hope Mr [redacted] can understand why we did not move forward with themAs we would not have known his system was still under Manufactures WarrantyWe also apologize to Mr [redacted] ’s if he has been lied to on several occasionsWe do take these allegations very seriouslyThis is being investigated further internally by our company so we may make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: I am rejecting this response because: The warranty company should cover all expenses involved in a furnace replacementThey should also perform all replacements in a timely manner (10+ days is not timely)Temperatures consistently dropped below freezing, leaving us to leave our month old son in a freezing houseIf I would have gone with a different company I could have had the unit replaced within daysThinking that HBW would cover the needed expenses to replace the furnace in a timely manner I had to go with their routeI had to constantly contact the company to find out what the resolution was going to beLogging into their system I found out the ETA on the part was 3/31/16, not business days for delivery (see attached screenshot)Had I known it would take days to get my unit installed I would have chosen to go through another route in the beginning, but was in no such luck since I was trapped into their contact after the part was ordered We are still requesting 2-to cover the out of pocket expenses of $for the install, otherwise we will have to pursue further action 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 13, 2016, [redacted] reported her air conditioner would not turn on Independent service contractor, [redacted] was dispatched to the home and reported on the first visit the main ac was one lblow on Freon, the technician recharged and everything was working properly [redacted] was called out on a second visit and found the third floor ac has the incorrect piston installed on the air handler and a TXV needed for the condensing unit to cool properlyWhen [redacted] went back out to make the repair the tech found the evaporator was leaking refrigerant [redacted] was authorized to replace the air handlerA supervisor has called [redacted] and confirmed the Air handler has been installedHe called the customer and left a voice message with his direct line to confirm the system is cooling properly HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because, they were supposed to refund me for the warranty and it's been days since they said they were sending me a check Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Quoting anything that the fraudulent 'company' " [redacted] " says is not based on factual evidence whatsoever Like I have stated in my Revdex.com complaint of your company and also their company, " [redacted] " was at our house for no more than minutes and after having trouble identifying the hairline cracks at all (we had to point it out to them) the technician stated in person that the repair would not be an issue because there was no sign of impact or neglect Your company keeps falling back on some evidence from a position of weakness and I find this practice to be revolting My licensed, certified, and insured technician from the appliance company itself ( [redacted] ), and the website [redacted] both reinforce my fact-based standpoint that the damage is indeed thermal Glass breakage due to "impact with a large impact site" (of which there is none, you can check the pictures I've submitted directly to your company) would cause a completely open break at the impact site, multiple large fractures radiating from said site, and transverse hairline breakage connecting the breaks that radiated from said site Funny thing is there are exactly zero transverse breaks anywhere on my cook top As I've mentioned many times " [redacted] " and a [redacted] technician have both stated that there was no impact site, so please stop referencing one as evidence unless you would like to come out to my house in person and show it to me because neither myself nor my wife nor " [redacted] " technician nor the [redacted] technician have stated that there is an impact site Companies like [redacted] don't cover under warranty impact site damage and give away $cook tops free of charge (which they did as evidenced by the invoice I've submitted to your company) Your rhetoric is just plain insulting and I'm absolutely sick of it.This isn't about moneyIt is about principle I wouldn't have spent well over hours and made 15+ phone calls to all departments of your company (customer care, homeowner claims, review claims) if I felt your company were being honest with me Your company has denied my claim on the unfounded pretense of an impact site Your company has denied my claim on the unfounded pretense of consumer neglect Your company has denied my claim on the unfounded pretense that the damage was pre-existing (my homeowner's inspection claims otherwise) Your company has denied my claim on the unfounded pretense that repairs were made without prior authorization (my invoice submission from [redacted] showing the cost of labor for repair was generated and submitted to your company upon your company's specific request) Your company has then re-denied on the unfounded claim by a 'subject matter expert' who was looking at pictures I took and submitted stating that said pictures show clear evidence of an impact site and consumer neglect (of which I guarantee you there is none) Stop being a completely unintelligent and ignorant warranty company that loves nothing more than throwing the book of denial at their customers It's a very bad look for you and I do intend to leave further fact-based negative reviews for all of the disservice your company has provided myself and my wife in the short weeks that we have lived in our new house Thank you for causing us to go without a stove for over weeks now due to your company's completely out of proportion turnaround time It's Been a Real Pleasure, [redacted] And [redacted]
The Office of the President at Home Buyers Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case by [redacted] We have located [redacted] ’s Limited Home Service Agreement (“Agreement”) which became effective July 15, 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 December 18, 2015, [redacted] reported his Heat Pump is blowing cold and hot airThe independent service contractor, Total Air Care Incwas dispatched to the property to evaluate the claim furtherOn December 18, 2015, Total Air Care reported the Freon levels were down lbs., so the technician added leak seal and recharged the systemOn January 25, 2016, Mrs [redacted] called in stating she is having issues again with the heat pumpThere was a recall set up for Total Air CareThey called in their findings January 28, stating the evaporator coil is extremely dirty causing water to leakThe technician was not able to diagnose any further until the coil is cleanedPer the Agreement B-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” and B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” We acknowledge the statement made by Mr [redacted] concerning the Band-Aid fixIt is important for Mr [redacted] to underhand that per section B-”We solely determine whether covered systems or appliances and their components will be repaired or replaced” All of the contractors that are utilized by HBW VI are independently owned and operatedThey are all licensed and insured and not employees of HBW VITheir recommendation weighs heavily on our decision to repair or replaceA representative of this department called and spoke to Mrs [redacted] She stated Total Air Care has cleaned the coils and their report showed the system was low on charge againThe technician requested for her not to use the heat pump until the system is fixedOn February 23, 2016, Total Air Care reported after cleaning the coils, found a leak in the evaporator and condensing coil and a rusted accumulatorThey are replacing the accumulator and are confident they can repair the leaksA call was placed to the [redacted] ’s residence and a voice mail was receivedA message was left that HBW VI will be reimbursing her service feeThe reimbursement is a gesture of goodwill and not an admission of liabilityThe [redacted] have a direct contact to this department if they need further assistance on this claimHBW VI values each business relationship we have with our customersWe again apologize for any frustration or inconvenience experienced during the claims processWe take these matters very seriously and we thank you for bringing these concerns to our attentionSincerely, Office of the President Home Buyers Warranty Corporation VI
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 15, 2016, [redacted] reported online the air conditioner is not blowing cold airThe independent contractor [redacted] HBWC was dispatched and reported the compressor has failed and the valves were leakingThe contractor recommended replacing the compressor or the condensing unitHBRWC does take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely oursThis is explained in the Agreement under the Terms & Agreement, B-“"We solely determine whether covered systems or appliances and their components will be repaired or replaced" HBRWC authorized the contractor to repair the condensing unitThe compressor and valves were orderedThe contractor has reported online that the repairs are complete A supervisor has been assigned to this case due to [redacted] dissatisfactionHe called the [redacted] residence at the requested phone #He received a voice mail and left a message with his direct line if she would like to call him back and discuss this further and to confirm the upstairs ac repairs have been complete HBRWC would like to apologize for any inconvenience [redacted] has experienced We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously 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 air conditioner claimThank you for the opportunity to review and respond Our records indicate on June 6, 2016, [redacted] reported her air conditioner was not blowing cold airAn independent contractor was sent a dispatch the same day, but instead of declining the job, the contractor did not respond at allWhen a contractor declines a job, a new contractor will be automatically dispatched through the system as to not prevent any further delayThe system emails the dispatch to the contractor as well as the customerAs soon as we were notified of this, we were able to locate a contractor that could service Independent service contractor, Mercury Refrigeration & A/C was dispatched to the home and found the evaporator coil leaking and he was able to repair it HBRWC apologizes to [redacted] for any experience he has had concerning his hold time with the customer service department and the delay in locating a contractorWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation