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 September 26, 2016, Mr [redacted] reported he turned off the water to the refrigerator but could not tell where the pool of water is coming fromThe independent contractor, [redacted] ***, was dispatched and reported “online” the refrigerator needs an inlet valve and billed out for his costOn November 18, 2017, the contractor was sent a recall visit and reported “online” the water line had a pinhole leak, repaired the leak and no further leaks foundOn March 9, 2017, Mr [redacted] set up a request for [redacted] to come back to the home [redacted] reported “online” that there is water leaking inside the walls of the refrigeratorThe water line that runs from the reservoir through the top and sides of refrigerator needs to be replaced The network contractors that HBRWC utilizes, bill out the cost of the job “online” when the cost is below a limit approved by HBRWCWhen the cost exceeds the contractors limit, the authorizations department is alertedThis visit was over [redacted] ***’s limitThe authorizer found the water line is for the ice makerPer the Terms & Conditions of the Agreement on page under Appliances “Supreme Protection (OPTIONAL COVERAGE) Kitchen refrigerator: ice makers, ice crushers, beverage dispensers and their respective equipment”Mr [redacted] did not purchase the Supreme Protection option and therefore the water line is not eligible for coverageOn April 5, 2017, the representative has noted he called the homeowner to inform him the water line is not eligible for coverage as it is part of the ice makerHe received a voice mail and left the messageHe left our contact information in case he had any further questionsMr [redacted] has phone numbers on file with us and we apologize the representative did not document which phone number he called HBRWC respectfully disagrees with Mr [redacted] in that we do not look to deny a claim when the repair is expensive [redacted] did not contact us to explain the water line was for the ice maker and we do apologize for thisThe network contractors are versed in the Agreements and should have known this was not eligible for coverage from the beginning [redacted] has been sent to our contractor relations department to address We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement We appreciate [redacted] for bringing this to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closed as Mr [redacted] has decided to cancel his Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on March 23, 2018, Mrs [redacted] requested service as a portion of the oven would not light and turn onThe independent contractor, [redacted] was dispatched and reported the control, broil and bake igniter had failed [redacted] was approved to proceed with the repairsOn March 30, Mrs [redacted] advised she was disappointed with the contractor and would like a different contractorNo other contractors could be located, so we offered Mrs [redacted] to locate her own contractor Concerning contractor availability in Mrs [redacted] ’s service area for appliancesWe do regret that on occasion, 2-HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do give the customer the option to locate their own contractorWe do have this right as explained 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.” As Mrs [redacted] stated in her complaint, she did not want to use [redacted] as she did not trust them and she did not want to acquire her own contractorMrs [redacted] ’s refusal to use [redacted] or get her own contractor is out of our controlAlthough we prefer all our customers receive fast and reliable service, we are not liable for failure to provide timely service due to this delay pursuant to section B-of the Agreements terms and conditions;” 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.” Since we were at a standstill, we offer a cash repair buyout to Mrs [redacted] 2-HBW will not normally replace an appliance when only a few components need to be replacedIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThese type of repairs are customary and reliable, and we will guarantee the work for the full term of the AgreementAs specified in the Agreement under the terms & conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired, replaced or if payment is provided in lieu of services.” On April 10, Mrs [redacted] spoke with a supervisor who offered her a comparable replacement ovenShe accepted the oven and the oven has been orderedWe do apologize for any frustration or inconvenience that Mrs [redacted] may have experienced during the claims handling process Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) that went into effect June 1, and applicable claimThank you for the opportunity to review and respond Our records indicate on June 13, 2017, Ms [redacted] reported to the representative that they moved into the home on June 5, and the air conditioner would not cool the home below degreesThe representative advised that if her ac has a failure that could happen at any time, it could be eligible for coverage but if the contractor reports something like the ac is empty on refrigerant, then it probably did not happen within the time frame of the warranty effective date (days) and the ac would not be eligible for coverageMs [redacted] still requested we send out a contractor to diagnose her ac anyway as she has a home inspection The independent contractor, [redacted] was dispatched to the property and reported the ac line set is kinked and it is causing a restrictionThe unit was not installed level and it rocks back and forth on landscaping timber and rocksIn the technician’s professional opinion, this caused the line set to kinkAfter review the representative determined that the claim is not eligible for coverage because the improper leveling caused the kink in the line set and not wear and tearPer the Terms & Conditions; “We provide service for covered systems and/or appliances: that do not perform their primary function due to wear and tear;” A representative did overturn the denial based on the inspection report but then realized her mistakeThere was a monetary concession done through the real estate agent to put toward the repair of the kinked line set HBRWC apologizes for the inconvenience caused by the employee that was assisting with her service [redacted] was sent to our contractor relations department to address Ms [redacted] concernsWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short 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 May 27, 2016, [redacted] reported condensation from his air conditioner is leaking into the bathroomDue to the high temperatures, most of the contractors were bookedHBRWC was able to locate a contractor to service on June 2, but [redacted] did not want to wait due to his son’s health issuesWe spoke with [redacted] bi-annual maintenance and cleaning companyThey discovered a crack in the primary drain pan and the compressor was pulling high ampsThere was difficulty finding other contractors to service in a timely manner [redacted] had a contractor out that wanted to replace the entire system without justificationHBRWC was able to locate a contractorThey reported the drain pan was leaking, found the compressor pulling amps and the compressor is rated for ampsThe only issue the contractor found was the drain pan was leaking and he would be able to replace itThe out of pocket expense for Adrienne Simmons was $and he has agreed to thisThe contractor completed the repairs and reported the system is now operating properlyThis did occur after this notice was placed [redacted] $reimbursement was processed on June 23, Concerning the replacement of his air conditioner systemThere were no other failure found other than the drain panWe do not replace an entire system solely due to age HBRWC apologizes to [redacted] for any experience he may have 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 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 feedback allows our company to serve our customers betterWe will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that on August 7, an independent service contractor was authorized to replace Mr [redacted] 's attic fanHBRWC was next contacted by Mr [redacted] on June 5, stating that this replacement did not occurWe sincerely apologize for the delay that Mr [redacted] encountered A new contractor was dispatched on June 5th who went to the property on that same dayThis contractor declined service after determining that the attic fan had been tampered with during renovations to the property, as they were not able to accept the potential liability this may causeWe do apologize for this inconvenience At this time, HBRWC would like to request that Mr [redacted] obtain his own service contractor to replace the attic fanWe ask this pursuant to section A-of the Agreement which states that on occasion, "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." The contractor Mr [redacted] obtains may call and then press option to report his quote for replacing the attic fansHBRWC is able to pay by check or over the phone via credit cardAlternatively, Mr [redacted] may also pay the contractor directly and submit an invoice to HBRWC for reimbursementWe would note that even if the latter option is selected, HBBRWC must receive the contractor's report and quoted price prior to repairs being performed We apologize again for any inconvenience that Mr [redacted] may have experiencedThe replacement of Mr [redacted] 's fans is eligible for coverage, and we will assist Mr [redacted] in whatever way possible to facilitate the completion of these repairs Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/09/19) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mrs [redacted] Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that Ms [redacted] placed a claim with HBRWC for a water heater on Friday, August 21st stating that the water heater was not producing hot waterThe claim was dispatched to the independent service contractor Total PlumbingLater that day, MsWiley contacted HBRWC again and requested we cancel with Total Plumbing, since their next availability was the following Wednesday As the customer service representative indicated to Mrs [redacted] this claim was not considered an emergency and HBRWC did not offer after hours servicesPage of Mrs [redacted] Agreement states, "An emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety." Per the report that Mrs [redacted] provided regarding the water heater failure, none of these conditions applied HBRWC did have two alternative contractors within our preferred service network that could have been dispatchedHowever, Mrs [redacted] requested to use her own service providerAt that time she was advised of the terms and conditions outlined in section A of her Agreement, including the fact that any reimbursement would be based on what we typically pay one of our in-network contractors, an amount that is usually less than retailSpecifically, section A-2a states, "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." We apologize if Mrs [redacted] felt that there was any confusion or misinformation in regards to this claimAt the same time, we regret we cannot offer to reimburse her full cost for the replacement of her water heaterThe $amount fulfills HBRWC's obligations for coverage as stated in the AgreementMrs [redacted] was notified of this offer up front at the time her out of network service provider contacted our company with the diagnosis and price quoteAs such, she was aware of what the dollar amount offer was when she had Sunshine Plumbing proceed with the replacement While we are not able to be of further assistance with this matter, we none-the-less appreciate Mrs [redacted] bringing her concerns to our attentionWe have attached a copy of her Agreement to this response, per her statement she has not received this informationWe look forward to serving her future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was an emergency as I had no water bc there was rust in my water; which is a health and safety concernAlso, they did not offer after hours because the customer service rep, Jeffery, they would not authorize after hours, but never stated a reason whyThe first company 2-sent out Superior Services did not contact me till 2:& therefore, I called 2-back and they sent me to Total PlumbingTotal plumbing was willing to come out to my house that Friday afternoon, but since 2-would not authorize after hours and it was now 3:pm on a Friday afternoon and 2-would not authorize after hours, I had no choice but to go to my own plumbing companyWho in their right mind will wait days for a hot water heater to be fixed and have rust in their water; which is not drinkable and nor sanitary! I was NEVER informed of any type of agreements, like they are stating above, not once did they mention anything! I was told by Jeffery to 1) have tech call and get a pre authorization so we can get reimbursed, 2) I pay up front and get reimbursed, 3) I pay $deductible which I agreed too, 4) Must be a licensed contractorI followed all steps that was told to me by Jeffery and I am now seeking reimbursementI was never told to send in my invoice either, I found out I needed to email my invoice when I called in on September and asked about my refund status., not one person has ever mentioned this to me, till that day! I am stilll seeking a full reimbursement! Final Consumer Response / [redacted] (4200, 9, 2015/10/08) */ On October 6, I receive a letter stating that I am not going to be reimbursed at all! I would like for 2-to follow through; at least with what they originally told me of reimbursing me the $I honestly believe they denied me because I turned them into the Revdex.com; although they state it's because " it was found that the failure/or repair is not covered per the terms and conditions"What? It was my whole hot water heater and it was originally covered, so why is it all of a sudden not covered? Sounds fishy to me! Yes, I would 2-to stand by what they told me and at least reimburse me the $Please and thank you; although I feel they should at least go in half with me, but at least follow through with what Lisa told me on the phone on Saturday, August 22, Final Business Response / [redacted] (4000, 11, 2015/10/16) */ The Office of the President at [redacted] ("HBRWC") is in receipt of the rebuttal submitted by Ms [redacted] Thank you for the opportunity to review further HBRWC does not base any of our coverage decisions on complaints that a customer may submit to an outside source such as the Revdex.comRather, decisions are made based upon the terms and conditions of the Service AgreementMs [redacted] was offered a total of $per what is stated in section A-2a of the AgreementHBRWC intends to honor this offer, and we have no record that shows it has been rescinded As HBRWC representatives have previously advised Ms [redacted] HBRWC does require that MsWiley submit a copy of her invoice in order for the check to be processed and mailedTo date, we have not received that invoiceMs [redacted] may submit that via email to [redacted] @2-10.com or via fax to [redacted] Currently her claim is approved but in a pending status as we await receipt of the invoiceMs [redacted] authorization code for the $is XXXX-XXXX-XXXX and will be processed under work order XXXXXXX We agree that Ms [redacted] was given the four procedures listedHowever, she was also given a fifth procedure in which she was advised that we would offer reimbursement based on what HBRWC would pay a preferred service vendor within our network of contractorsWe would also reiterate that section A-2a of her Agreement explains this restrictionWe will not pay her retail costs for the replacement of her water heater Sincerely, [redacted] Office of the President [redacted]
Complaint: [redacted] I am rejecting this response because: According to your words your contractors are to provide fast reliable, professional serviceThis has not been done by any of the Contractors that have been sent outThey are unprofessional, show up late don't answer messages and apparently do not fix the appliance eitherA new contractor was sent out that I had to keep calling to get him to come to my house he was over hours lateHe looks at my dishwasher and states that it now needs a gasket and might not be covered but he will submit the claimtwo days go by no word from anyone I call the contractor states claim was submitted but no answer from 2-I call 2-states no claim submitted by the contractor and they do not know if it will be coveredThe service rep states that the contractors portal was brokenA broken portal is a technical difficulty that is do to an error with your system and is causing even more delays of serviceIt has now been almost month since I submitted my claim for my dishwasher and I have a dishwasher that is more broken by the previous contractorAgain, I am asking for the money that I have given to your service for failing to fix the issue by sending contractors that do not meet the standards that you have set [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 6, 2016, [redacted] reported her air conditioner is leaking water and not coolingOn July 7, 2016, [redacted] called in on status of a contractorThe representative called numerous contractors in the area and found the in-network service contractors that were contacted were booked and would not be able to service in a timely mannerThere was one contractor, Dolce Heating & Cooling that was dispatched but had not yet responded to [redacted] ***The representative offered to have [redacted] wait for Dolce H&C or she could contact her own out-of-network contactorShe chose to use her own contractorThe out-of-network guidelines were set up for her but apparently she did not receive them the first timeShe called back later that day and they were sent to her email address: “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 If 2-Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor and an additional service fee will be payable by you to the additional Service Contractor Second opinions may cause significant delays in service The Out-of-Network Service contractor must be licensed and insured for your protection The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made 2-Home Buyers Warranty will not pay for any repairs that are made without its authorizationAuthorizations Department phone number: [redacted] (press option 2) After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursementPlease mail your request for reimbursement after we have authorized/adjudicated the claim to: [redacted] or Fax: (Toll) ###-###-#### or (Toll Free) ###-###-#### You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.” After the guidelines were sent to [redacted] ***, there has been no further activity on this claimA representative of this department has called [redacted] and a voice mail was receivedA message was left that also provided a direct contact HBRWC apologizes to [redacted] for the experience she has had contacting our customer service departmentWhen there is a heat wave throughout the United States, this can create higher than call volume 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 customersHer concerns enables us to make corrections and continue to improve our serviceWe value her business and look forward to hearing from her soon Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 2, 2017, [redacted] contacted HBRWC and his buyout check was processedIt will take approximately to business days to receive the check We do apologize for any inconvenience or frustration for the hold times [redacted] had experienced We want to thank [redacted] for bringing his concerns to our attention so that we may further investigate these mattersThis enables us to make corrections and continue to improve our serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for assisting me in this matter - the warranty company offered no assistance and was not willing to do anything to work with me until the Revdex.com was involved 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 HBRWC apologizes to Mr [redacted] ’s for the delay in his air condition claimThere were multiple contractors out to the homeSeveral contractor could not locate where the leak in the air conditioning system wasThe independent contractor, [redacted] identified a leak in the evaporator coilThe coil was found and we were attempting to authorize the contractor to replace the coilThere were numerous attempts to get a hold of [redacted] but the contractor was unresponsive to HBRWCThe contractor was sent to our contractor relations department to investigate and address the contractorThe independent contractor, [redacted] was dispatched to the home and authorized to replace the evaporator coilOur purchasing department requested [redacted] to supply the coil as to not delay the claim any further [redacted] was also being non responsive and they were sent to our contractor relations departmentOn January 12, 2017, our contractor relations department was able to get in contact with ***There was miscommunication with ***, he had thought HBRWC was supplying the coilThis was straightened out and [redacted] has been authorized to supply the coil [redacted] reported to our contractor relations department that they have scheduled for install of the coil for Wednesday January Shortly afterward on January 12, Mr [redacted] called and explained to the representative that [redacted] has not been honest with him and certainly not timelyMr [redacted] decided to take a repair buyoutThe check does take approximately to days to arriveIf after that time, Mr [redacted] does not receive the check, we ask him to call our accounting department at [redacted] Concerning the furnace claimOur records indicate on, December 21, 2016, Mr [redacted] reported online his furnace was short cyclingWhen a claim is submitted on line, the system is automated to dispatch the next available contractorThe independent contractor [redacted] was dispatched [redacted] accepted the dispatch online on December 27, On January 10, 2017, Mr [redacted] called in advised he had not heard from ***The independent contractor [redacted] **was dispatched and reported no real problem with the furnace and it is working like it should We again, openly apologize to Mr [redacted] for the negative experience he has had concerning the unfortunate chain of events causing the delay to air conditioning claim and the furnace claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis feedback enables us to make corrections and continue to improve our serviceWe 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 [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 3, 2017, [redacted] reported refrigerator is too cold/Icing upThe independent contractor, [redacted] was dispatched to the property and reported on July 12, 2017, online; “the unit needs a new duckbill drain tube, customer did not want part replaced.” Parts research responded that we need the part number for the duckbill and pricing for the installLater that afternoon, [redacted] called in and asked the representative if we had any update on this claim so we could work up a cash buyout as she is not interested in having the refrigerator repairedThe representative advised we had not yet heard back from [redacted] The refrigerator information was sent to parts research to locate the part so a repair buyout could be calculated for [redacted] ***On July 13, 2017, [redacted] called in with a full diagnostics and reported: “the unit is missing a duckbill on the drain tube which is causing it to leak and build up a huge amount of ice in the freezer.” Missing parts are not eligible for coverage under the Agreement as stated in 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 or in sequence or concurrence with any other cause or causes): missing parts ” Since [redacted] is the only contractor that had worked on the refrigerator, they advised they will cover the cost of the part and complete the repairs [redacted] was still interested in the buyout, it was explained missing parts are not eligible so there would not be a buyout but [redacted] will add the duckbill [redacted] requested a different contractor, a representative agreed and dispatched the independent contractor, ***On July 24, 2017, [redacted] reported the dispenser panel, the fill tube assembly and control board need to be replacedA repair cash buyout was calculated from the parts and labor [redacted] accepted the buyout HBRWC will not replace a refrigerator or offer a replacement cash buyout when only a couple of minor components need to be replacedA repair or a repair cash buyout is the only optionWe are a warranty companyIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThis process is also specified in 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.” In regards to [redacted] ***’s desired settlement, if we will not replace the refrigerator, she requests her money refunded for monthly dues and repair chargesWe would be disappointed if [redacted] decided to cancel her AgreementIf she is still considering cancelling with HBRWC, she may send a written request to [email protected] Agreement would be cancelled as stated in section F of her Agreement, which states: “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges ” “MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the service period, you may request cancellation in writing, and receive a refund for the full purchase price of the Service Agreement less service cost(s), any other unpaid charges.” Unfortunately the Agreement has been in effect since January 20, and past the day money back guaranteeWe would not be able to refund her monthly duesThe service fees are paid directly to the independent contractor for their travel and diagnostic timeThe service fees are kept by the contractor and not transferred to HBRWC Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) that went into effect July 31, and applicable claimThank you for the opportunity to review and respond Our records indicate on August 7, 2017, it was reported, the air conditioner is not cooling, and the circuit breakers are trippingThe independent contractor Air Sales & Service was dispatched and reported the system is empty of refrigerant, there is a leak in the evaporator coil, a leak in the condensing coil and the compressor is grounded On September 1, 2017, it was realized that the ***’s last Agreement expired in June and was not renewedThe new Agreement went into effect July 31, The claim was placed days into the Agreement, the system had unrelated major components fail and the system was void of refrigerantThe claim was reviewed and there was enough evidence to determine the system was not in good working order at the beginning of the Service Agreement and the claim was denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement.” A representative spoke with [redacted] and she advised that there was an electrical surge and this is why her compressor has gone out along with her neighborsElectrical surges are also not eligible for coveragePer B-8; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): electrical failure, electrical surge,” Even though warranty companies do not cover electrical surges, most homeowner’s insurance companies cover this PerilWe highly recommend that [redacted] submit a claim with her homeowner’s Insurance Company We do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted under case number XXXXXXXXX by [redacted] Thank you for the opportunity to review and respond We do apologize for any frustration or inconvenience Mr [redacted] may have experienced during the service request handling processIn Mr [redacted] 's inquiry, he advises that he believes his ductwork issue should be covered Mr [redacted] initiated a service request on his Air Conditioning system on September 12, On September 30, 2015, HBRWC received the diagnosis from Access Heating and Air, an independent network service contractor, indicating that the ductwork is undersized for the system, and would need to be modifiedWhile Mr [redacted] believes this ductwork is eligible for coverage as per the terms and conditions of the Limited Home Service Agreement ("Agreement"), Section Bexplains "Costs to repair failures due to inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner's expense." Mr [redacted] believes that since he has Supreme Protection, these modifications should be coveredHowever, Mr [redacted] is not focusing on the opening sentence of that clause which explains that inadequate capacity is the homeowner's expense, and not eligible for coverageIf his ductwork had required modification for an eligible failure, then Supreme Protection would have appliedHowever, the cause of failure renders this claim ineligible per the terms and conditions of his Agreement We thank Mr [redacted] for understanding concerning this matterWe do take these matters very seriously and we thank appreciate for bringing these concerns to our attention Sincerely, [redacted] Office of the President Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought a house with a home warrantyIt specifically states that duck work is coveredThe system is not undersized the modified ductwork MAY need to be repairedThere was a failure of the system or I wouldn't have called technicianThe technician and his company did not cover the work and could not be completely sure of the diagnosis or if correct could not effect a repair The above statement regarding paragraph B!! is self severing and inaccurateParagraph Balso states "...except as part of Supreme Protection to covered an eligible repair." It is also stated in several places in the marketing and "warranty" brochure I am asking this company to fulfill its contractual obligations and send a technician to accurately diagnose the problem and complete the repairIf that is because of ductwork so be it - it is covered A quick scan on the internet shows what this company is about Final Consumer Response / [redacted] (4200, 11, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) 2-doesn't even know what the problem isThey should be sending a technician who can accurately diagnose the problemAgain the company that was sent did not have the necessary expertiseThey aren't even performing this minimum amount of due diligenceAgain their marketing information states that the ductwork is coveredThey insured the house that I purchased with a warrantyThey are in breach of contractI will be sure to file with the Virginia Revdex.com as well Final Business Response / [redacted] (4000, 13, 2015/11/13) */ The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") is in receipt of the rebuttal submitted by Mr [redacted] We apologize if Mr [redacted] is dissatisfied with the outcome of his claimAt the same time, we would refer Mr [redacted] to our previous response in which we indicated why his claim was not eligible for coverage Section of Mr [redacted] 's Limited Home Service agreement ("Agreement") states that his coverage applies to systems which "do not operate correctly due to wear and tear"This is not the case with Mr [redacted] ductworkIt was reported that the ductwork is undersized for the system and the airflow needs of the propertyThat is something that section B-specifically excludes from coverage In his rebuttal, Mr [redacted] indicates that he is interested in having further diagnostics performedSince the claim is currently not eligible, HBWVA will not be offering to send a different contractorWith this said, Mr [redacted] may elect to obtain his own second opinion and if that second opinion finds a diagnosis that differs, he may submit a report for HBWVA to review further Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of Virginia, Inc
he 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 All of the contractor’s 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 serviceThe independent contractors DO NOT make coverage decisions; HBRWC doesIf [redacted] has issues with a contractor stating something is not eligible, he needs to contact HBRWC as the contractors are not fully versed in the Terms & Conditions of the Agreements Gas Oven claim - Our records indicate for [redacted] ***’s gas oven, on January 3, 2014, the contractor reported the gas oven is fine, no failuresIt is the gas line going to the gas oven that is leakingPer the Agreement, under the Heating and Plumbing section, the only gas lines that are eligible for coverage are the ones leading to the furnace and the water heaterAll other gas lines are not eligible Air Conditioning claim - On June 17, 2014, the contractor All Home Services was dispatched to the propertyThe contractor never reported his findings, usually because it is an easy fix and under the customers service fee [redacted] ***’s air conditioning claim WAS NOT deniedIf he was still having issues with his air conditioner, he should have called in to HBRWC and set up a recall/return visit for All Home Service; the deductible would have been waived Roof claim – On September 29, 2015, the contractor reported there is a leak above the kitchen in the rear of the homeTo stop the leak, he would need to replace a few shingles 3ft x 4ft areaHis cost to make the repair was $350, less [redacted] ***’s $service fee, the contractor was authorized $to perform the repairPer the – Agreement, under Roof Leak Repair; “Water leaks must occur in the roof located over the occupied living area (excluding garage), provided the leaks are the result of rain and/or wear and deterioration and the roof was watertight and in good condition at the effective date of coverage.”In addition, there is a maximum amount paid out on roof claims of $This is also located in the roof section; “DOLLAR LIMITS PER SERVICE AGREEMENT: [redacted] Cost to diagnose, repair and/or replace - $300”It is clear that the roof coverage is meant for minor repairs up to the $maximum and it is not intended to replace an entire roofThis is a Limited Service Agreement, when an entire roof is in need of replacement, we usually suggest the customer contact their homeowners insurance Present Air Conditioning claimOn May 17, [redacted] reported online, his ac unit is not blowing cold airThe independent contractor, [redacted] reported: “Checked the system, checked the charge (refrigerant), and checked the indoor unitFound unit running on very high head pressure and that causes the unit to not work properlyThe heat exchange between outdoor coil and air is not great and that’s why we have high head pressureAcid coil cleaning is recommended.” The technician found no mechanical failure to the air conditionerThe system needs cleaning which is at the customer’s expensePer the Agreement under the Terms & Conditions; B-“We are not responsible for ...the cost of cleaning any parts or equipment.” B-16; “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer”A representative explained the system needs to be cleaned and that we need an eligible failure in order to initiate repairs [redacted] was given options of getting his system acid cleaned or getting his own second opinion [redacted] will first attempt to have [redacted] return and provide a more in depth diagnosisHe will request this personally from themThe representative forwarded [redacted] , to our contractor relations department due to giving [redacted] the impression that we deny the majority of our service request Many times a system needs to just be cleaned in order to work properlyIf after the cleaning and there are still issues with the system, then this will be addressed without a service feeIt should also be pointed out that [redacted] can use any HVAC contractor to clean the systemIf [redacted] decides to go out of our network, we request he calls in and we will explain and email him the guidelines for using a contractor out of our network We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process We value his business and we look forward to hearing from him soon Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: I partially accept the response as they were not able to fix the gas cooktop for usI provided 2- with a copy of my home inspection reportThe inspector says that the gas cooktop is in working order; however, one of the lower right burners has a slow ignite2-refused to fix the cooktop despite of seeing that the unit was listed as operable in the inspection reportThe representative from 2-said that they will be unable to do anything about the cooktop as the contractor reported many unrelated failuresI am thankful that 2-was able to see that the microwave had an electrical failure and they were able to order a new unit for me; however, they completely denied my claim for the cooktop DESPITE of seeing that the home inspector listed that the unit was operableIt is clear to me that 2-DID NOT want to repair or replace my unit to keep their costs down; therefore, they gladly offered to reimburse my $and ordered a new microwaveI still feel that the documents I submitted is enough proof to show 2-that the unit was in operable conditionI wish we had chose American Home Shield at the time of closing; I think 2-should read their customer reviews and at least try to strive to be like them.I still want to thank Mr [redacted] for what he was able to do for us 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”) that became effective October 1, and applicable Refrigerator claim that was placed October 20, 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 October 20, 2015, [redacted] reported his refrigerator was leakingIndependent service contractor, Nebraska Home Appliance was dispatched to the home and reported the drain line for the evaporator coil has been leaking to the back of the refrigeratorThe line has been leaking to the point it has created multiple holes within the back of the refrigerator due to the water damageIt was determined the leaking line had predated the warranty effective date of October 1, If [redacted] would please reference the Terms & Conditions of the Agreement, “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period.” To answer [redacted] question, if the leak in the line would have occurred/started during the Agreement period and not prior to the Agreement period, the line would have been eligible for coverageHowever, it was evident the leak started prior to the Agreement going into effectWe do empathize with the out of pocket cost [redacted] has incurred purchasing a new refrigeratorWe regret we will not be offering any compensation toward his new refrigeratorHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement We thank him for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs Sincerely Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective May 18, and expired on May 17, Thank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that [redacted] may have experiencedOur records indicate on June 13, 2015, the welcome kit that includes the Agreement was mailed to [redacted] The welcome kit was not returned to HBRWCOn May 11, 2016, John Kleemen requested reimbursement on an air conditioning claim that he had repaired outside of the warranty and to cancel his warrantyHe was advised that claims placed after the work was done was not eligible for coverage per the Agreement on page 3, under Who Pays what? “A service request must be received by us during the Service Agreement period2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid.” In addition on cancelling an AgreementIn the Terms & Conditions FCANCELLATION OR TERMINATION “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charges and a $processing fee.” Since [redacted] never received the Agreement with the welcome kit and since there were no funds paid out throughout the warranty period, there was a business decision to reimburse the full year premium HBRWC would again like to apologize for any inconvenience [redacted] may have experienced 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 Dr [redacted] ***We have located Dr [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond 2-HBW is open on weekendsAs explained in the Agreement under; How do I request service? “Contact us at 2-10.com/homeowner or 800.775.4736, hours a day, days a week to place a service request.” If Dr [redacted] would please also reference her AgreementIn BOLD lettering under; “Who pays what? 2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” This information is not in fine printAdditionally, in section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-authorize service by an independent service contractorThis is a strict policy that 2-HBW has always followedAs such, Dr [redacted] ***’s snaking claim is not eligible for coverage and no payment will be made We regret that we cannot be of further assistance in this regard2-HBW has honored their obligations as specified in the terms and conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: 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***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 September 26, 2016, Mr [redacted] reported he turned off the water to the refrigerator but could not tell where the pool of water is coming fromThe independent contractor, [redacted] ***, was dispatched and reported “online” the refrigerator needs an inlet valve and billed out for his costOn November 18, 2017, the contractor was sent a recall visit and reported “online” the water line had a pinhole leak, repaired the leak and no further leaks foundOn March 9, 2017, Mr [redacted] set up a request for [redacted] to come back to the home [redacted] reported “online” that there is water leaking inside the walls of the refrigeratorThe water line that runs from the reservoir through the top and sides of refrigerator needs to be replaced The network contractors that HBRWC utilizes, bill out the cost of the job “online” when the cost is below a limit approved by HBRWCWhen the cost exceeds the contractors limit, the authorizations department is alertedThis visit was over [redacted] ***’s limitThe authorizer found the water line is for the ice makerPer the Terms & Conditions of the Agreement on page under Appliances “Supreme Protection (OPTIONAL COVERAGE) Kitchen refrigerator: ice makers, ice crushers, beverage dispensers and their respective equipment”Mr [redacted] did not purchase the Supreme Protection option and therefore the water line is not eligible for coverageOn April 5, 2017, the representative has noted he called the homeowner to inform him the water line is not eligible for coverage as it is part of the ice makerHe received a voice mail and left the messageHe left our contact information in case he had any further questionsMr [redacted] has phone numbers on file with us and we apologize the representative did not document which phone number he called HBRWC respectfully disagrees with Mr [redacted] in that we do not look to deny a claim when the repair is expensive [redacted] did not contact us to explain the water line was for the ice maker and we do apologize for thisThe network contractors are versed in the Agreements and should have known this was not eligible for coverage from the beginning [redacted] has been sent to our contractor relations department to address We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement We appreciate [redacted] for bringing this to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closed as Mr [redacted] has decided to cancel his Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on March 23, 2018, Mrs [redacted] requested service as a portion of the oven would not light and turn onThe independent contractor, [redacted] was dispatched and reported the control, broil and bake igniter had failed [redacted] was approved to proceed with the repairsOn March 30, Mrs [redacted] advised she was disappointed with the contractor and would like a different contractorNo other contractors could be located, so we offered Mrs [redacted] to locate her own contractor Concerning contractor availability in Mrs [redacted] ’s service area for appliancesWe do regret that on occasion, 2-HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do give the customer the option to locate their own contractorWe do have this right as explained 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.” As Mrs [redacted] stated in her complaint, she did not want to use [redacted] as she did not trust them and she did not want to acquire her own contractorMrs [redacted] ’s refusal to use [redacted] or get her own contractor is out of our controlAlthough we prefer all our customers receive fast and reliable service, we are not liable for failure to provide timely service due to this delay pursuant to section B-of the Agreements terms and conditions;” 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.” Since we were at a standstill, we offer a cash repair buyout to Mrs [redacted] 2-HBW will not normally replace an appliance when only a few components need to be replacedIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThese type of repairs are customary and reliable, and we will guarantee the work for the full term of the AgreementAs specified in the Agreement under the terms & conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired, replaced or if payment is provided in lieu of services.” On April 10, Mrs [redacted] spoke with a supervisor who offered her a comparable replacement ovenShe accepted the oven and the oven has been orderedWe do apologize for any frustration or inconvenience that Mrs [redacted] may have experienced during the claims handling process Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) that went into effect June 1, and applicable claimThank you for the opportunity to review and respond Our records indicate on June 13, 2017, Ms [redacted] reported to the representative that they moved into the home on June 5, and the air conditioner would not cool the home below degreesThe representative advised that if her ac has a failure that could happen at any time, it could be eligible for coverage but if the contractor reports something like the ac is empty on refrigerant, then it probably did not happen within the time frame of the warranty effective date (days) and the ac would not be eligible for coverageMs [redacted] still requested we send out a contractor to diagnose her ac anyway as she has a home inspection The independent contractor, [redacted] was dispatched to the property and reported the ac line set is kinked and it is causing a restrictionThe unit was not installed level and it rocks back and forth on landscaping timber and rocksIn the technician’s professional opinion, this caused the line set to kinkAfter review the representative determined that the claim is not eligible for coverage because the improper leveling caused the kink in the line set and not wear and tearPer the Terms & Conditions; “We provide service for covered systems and/or appliances: that do not perform their primary function due to wear and tear;” A representative did overturn the denial based on the inspection report but then realized her mistakeThere was a monetary concession done through the real estate agent to put toward the repair of the kinked line set HBRWC apologizes for the inconvenience caused by the employee that was assisting with her service [redacted] was sent to our contractor relations department to address Ms [redacted] concernsWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short 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 May 27, 2016, [redacted] reported condensation from his air conditioner is leaking into the bathroomDue to the high temperatures, most of the contractors were bookedHBRWC was able to locate a contractor to service on June 2, but [redacted] did not want to wait due to his son’s health issuesWe spoke with [redacted] bi-annual maintenance and cleaning companyThey discovered a crack in the primary drain pan and the compressor was pulling high ampsThere was difficulty finding other contractors to service in a timely manner [redacted] had a contractor out that wanted to replace the entire system without justificationHBRWC was able to locate a contractorThey reported the drain pan was leaking, found the compressor pulling amps and the compressor is rated for ampsThe only issue the contractor found was the drain pan was leaking and he would be able to replace itThe out of pocket expense for Adrienne Simmons was $and he has agreed to thisThe contractor completed the repairs and reported the system is now operating properlyThis did occur after this notice was placed [redacted] $reimbursement was processed on June 23, Concerning the replacement of his air conditioner systemThere were no other failure found other than the drain panWe do not replace an entire system solely due to age HBRWC apologizes to [redacted] for any experience he may have 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 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 feedback allows our company to serve our customers betterWe will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that on August 7, an independent service contractor was authorized to replace Mr [redacted] 's attic fanHBRWC was next contacted by Mr [redacted] on June 5, stating that this replacement did not occurWe sincerely apologize for the delay that Mr [redacted] encountered A new contractor was dispatched on June 5th who went to the property on that same dayThis contractor declined service after determining that the attic fan had been tampered with during renovations to the property, as they were not able to accept the potential liability this may causeWe do apologize for this inconvenience At this time, HBRWC would like to request that Mr [redacted] obtain his own service contractor to replace the attic fanWe ask this pursuant to section A-of the Agreement which states that on occasion, "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." The contractor Mr [redacted] obtains may call and then press option to report his quote for replacing the attic fansHBRWC is able to pay by check or over the phone via credit cardAlternatively, Mr [redacted] may also pay the contractor directly and submit an invoice to HBRWC for reimbursementWe would note that even if the latter option is selected, HBBRWC must receive the contractor's report and quoted price prior to repairs being performed We apologize again for any inconvenience that Mr [redacted] may have experiencedThe replacement of Mr [redacted] 's fans is eligible for coverage, and we will assist Mr [redacted] in whatever way possible to facilitate the completion of these repairs Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/09/19) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mrs [redacted] Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond Our records indicate that Ms [redacted] placed a claim with HBRWC for a water heater on Friday, August 21st stating that the water heater was not producing hot waterThe claim was dispatched to the independent service contractor Total PlumbingLater that day, MsWiley contacted HBRWC again and requested we cancel with Total Plumbing, since their next availability was the following Wednesday As the customer service representative indicated to Mrs [redacted] this claim was not considered an emergency and HBRWC did not offer after hours servicesPage of Mrs [redacted] Agreement states, "An emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety." Per the report that Mrs [redacted] provided regarding the water heater failure, none of these conditions applied HBRWC did have two alternative contractors within our preferred service network that could have been dispatchedHowever, Mrs [redacted] requested to use her own service providerAt that time she was advised of the terms and conditions outlined in section A of her Agreement, including the fact that any reimbursement would be based on what we typically pay one of our in-network contractors, an amount that is usually less than retailSpecifically, section A-2a states, "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." We apologize if Mrs [redacted] felt that there was any confusion or misinformation in regards to this claimAt the same time, we regret we cannot offer to reimburse her full cost for the replacement of her water heaterThe $amount fulfills HBRWC's obligations for coverage as stated in the AgreementMrs [redacted] was notified of this offer up front at the time her out of network service provider contacted our company with the diagnosis and price quoteAs such, she was aware of what the dollar amount offer was when she had Sunshine Plumbing proceed with the replacement While we are not able to be of further assistance with this matter, we none-the-less appreciate Mrs [redacted] bringing her concerns to our attentionWe have attached a copy of her Agreement to this response, per her statement she has not received this informationWe look forward to serving her future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was an emergency as I had no water bc there was rust in my water; which is a health and safety concernAlso, they did not offer after hours because the customer service rep, Jeffery, they would not authorize after hours, but never stated a reason whyThe first company 2-sent out Superior Services did not contact me till 2:& therefore, I called 2-back and they sent me to Total PlumbingTotal plumbing was willing to come out to my house that Friday afternoon, but since 2-would not authorize after hours and it was now 3:pm on a Friday afternoon and 2-would not authorize after hours, I had no choice but to go to my own plumbing companyWho in their right mind will wait days for a hot water heater to be fixed and have rust in their water; which is not drinkable and nor sanitary! I was NEVER informed of any type of agreements, like they are stating above, not once did they mention anything! I was told by Jeffery to 1) have tech call and get a pre authorization so we can get reimbursed, 2) I pay up front and get reimbursed, 3) I pay $deductible which I agreed too, 4) Must be a licensed contractorI followed all steps that was told to me by Jeffery and I am now seeking reimbursementI was never told to send in my invoice either, I found out I needed to email my invoice when I called in on September and asked about my refund status., not one person has ever mentioned this to me, till that day! I am stilll seeking a full reimbursement! Final Consumer Response / [redacted] (4200, 9, 2015/10/08) */ On October 6, I receive a letter stating that I am not going to be reimbursed at all! I would like for 2-to follow through; at least with what they originally told me of reimbursing me the $I honestly believe they denied me because I turned them into the Revdex.com; although they state it's because " it was found that the failure/or repair is not covered per the terms and conditions"What? It was my whole hot water heater and it was originally covered, so why is it all of a sudden not covered? Sounds fishy to me! Yes, I would 2-to stand by what they told me and at least reimburse me the $Please and thank you; although I feel they should at least go in half with me, but at least follow through with what Lisa told me on the phone on Saturday, August 22, Final Business Response / [redacted] (4000, 11, 2015/10/16) */ The Office of the President at [redacted] ("HBRWC") is in receipt of the rebuttal submitted by Ms [redacted] Thank you for the opportunity to review further HBRWC does not base any of our coverage decisions on complaints that a customer may submit to an outside source such as the Revdex.comRather, decisions are made based upon the terms and conditions of the Service AgreementMs [redacted] was offered a total of $per what is stated in section A-2a of the AgreementHBRWC intends to honor this offer, and we have no record that shows it has been rescinded As HBRWC representatives have previously advised Ms [redacted] HBRWC does require that MsWiley submit a copy of her invoice in order for the check to be processed and mailedTo date, we have not received that invoiceMs [redacted] may submit that via email to [redacted] @2-10.com or via fax to [redacted] Currently her claim is approved but in a pending status as we await receipt of the invoiceMs [redacted] authorization code for the $is XXXX-XXXX-XXXX and will be processed under work order XXXXXXX We agree that Ms [redacted] was given the four procedures listedHowever, she was also given a fifth procedure in which she was advised that we would offer reimbursement based on what HBRWC would pay a preferred service vendor within our network of contractorsWe would also reiterate that section A-2a of her Agreement explains this restrictionWe will not pay her retail costs for the replacement of her water heater Sincerely, [redacted] Office of the President [redacted]
Complaint: [redacted] I am rejecting this response because: According to your words your contractors are to provide fast reliable, professional serviceThis has not been done by any of the Contractors that have been sent outThey are unprofessional, show up late don't answer messages and apparently do not fix the appliance eitherA new contractor was sent out that I had to keep calling to get him to come to my house he was over hours lateHe looks at my dishwasher and states that it now needs a gasket and might not be covered but he will submit the claimtwo days go by no word from anyone I call the contractor states claim was submitted but no answer from 2-I call 2-states no claim submitted by the contractor and they do not know if it will be coveredThe service rep states that the contractors portal was brokenA broken portal is a technical difficulty that is do to an error with your system and is causing even more delays of serviceIt has now been almost month since I submitted my claim for my dishwasher and I have a dishwasher that is more broken by the previous contractorAgain, I am asking for the money that I have given to your service for failing to fix the issue by sending contractors that do not meet the standards that you have set [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 6, 2016, [redacted] reported her air conditioner is leaking water and not coolingOn July 7, 2016, [redacted] called in on status of a contractorThe representative called numerous contractors in the area and found the in-network service contractors that were contacted were booked and would not be able to service in a timely mannerThere was one contractor, Dolce Heating & Cooling that was dispatched but had not yet responded to [redacted] ***The representative offered to have [redacted] wait for Dolce H&C or she could contact her own out-of-network contactorShe chose to use her own contractorThe out-of-network guidelines were set up for her but apparently she did not receive them the first timeShe called back later that day and they were sent to her email address: “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 If 2-Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor and an additional service fee will be payable by you to the additional Service Contractor Second opinions may cause significant delays in service The Out-of-Network Service contractor must be licensed and insured for your protection The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made 2-Home Buyers Warranty will not pay for any repairs that are made without its authorizationAuthorizations Department phone number: [redacted] (press option 2) After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursementPlease mail your request for reimbursement after we have authorized/adjudicated the claim to: [redacted] or Fax: (Toll) ###-###-#### or (Toll Free) ###-###-#### You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.” After the guidelines were sent to [redacted] ***, there has been no further activity on this claimA representative of this department has called [redacted] and a voice mail was receivedA message was left that also provided a direct contact HBRWC apologizes to [redacted] for the experience she has had contacting our customer service departmentWhen there is a heat wave throughout the United States, this can create higher than call volume 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 customersHer concerns enables us to make corrections and continue to improve our serviceWe value her business and look forward to hearing from her soon Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 2, 2017, [redacted] contacted HBRWC and his buyout check was processedIt will take approximately to business days to receive the check We do apologize for any inconvenience or frustration for the hold times [redacted] had experienced We want to thank [redacted] for bringing his concerns to our attention so that we may further investigate these mattersThis enables us to make corrections and continue to improve our serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for assisting me in this matter - the warranty company offered no assistance and was not willing to do anything to work with me until the Revdex.com was involved 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 HBRWC apologizes to Mr [redacted] ’s for the delay in his air condition claimThere were multiple contractors out to the homeSeveral contractor could not locate where the leak in the air conditioning system wasThe independent contractor, [redacted] identified a leak in the evaporator coilThe coil was found and we were attempting to authorize the contractor to replace the coilThere were numerous attempts to get a hold of [redacted] but the contractor was unresponsive to HBRWCThe contractor was sent to our contractor relations department to investigate and address the contractorThe independent contractor, [redacted] was dispatched to the home and authorized to replace the evaporator coilOur purchasing department requested [redacted] to supply the coil as to not delay the claim any further [redacted] was also being non responsive and they were sent to our contractor relations departmentOn January 12, 2017, our contractor relations department was able to get in contact with ***There was miscommunication with ***, he had thought HBRWC was supplying the coilThis was straightened out and [redacted] has been authorized to supply the coil [redacted] reported to our contractor relations department that they have scheduled for install of the coil for Wednesday January Shortly afterward on January 12, Mr [redacted] called and explained to the representative that [redacted] has not been honest with him and certainly not timelyMr [redacted] decided to take a repair buyoutThe check does take approximately to days to arriveIf after that time, Mr [redacted] does not receive the check, we ask him to call our accounting department at [redacted] Concerning the furnace claimOur records indicate on, December 21, 2016, Mr [redacted] reported online his furnace was short cyclingWhen a claim is submitted on line, the system is automated to dispatch the next available contractorThe independent contractor [redacted] was dispatched [redacted] accepted the dispatch online on December 27, On January 10, 2017, Mr [redacted] called in advised he had not heard from ***The independent contractor [redacted] **was dispatched and reported no real problem with the furnace and it is working like it should We again, openly apologize to Mr [redacted] for the negative experience he has had concerning the unfortunate chain of events causing the delay to air conditioning claim and the furnace claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis feedback enables us to make corrections and continue to improve our serviceWe 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 [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 3, 2017, [redacted] reported refrigerator is too cold/Icing upThe independent contractor, [redacted] was dispatched to the property and reported on July 12, 2017, online; “the unit needs a new duckbill drain tube, customer did not want part replaced.” Parts research responded that we need the part number for the duckbill and pricing for the installLater that afternoon, [redacted] called in and asked the representative if we had any update on this claim so we could work up a cash buyout as she is not interested in having the refrigerator repairedThe representative advised we had not yet heard back from [redacted] The refrigerator information was sent to parts research to locate the part so a repair buyout could be calculated for [redacted] ***On July 13, 2017, [redacted] called in with a full diagnostics and reported: “the unit is missing a duckbill on the drain tube which is causing it to leak and build up a huge amount of ice in the freezer.” Missing parts are not eligible for coverage under the Agreement as stated in 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 or in sequence or concurrence with any other cause or causes): missing parts ” Since [redacted] is the only contractor that had worked on the refrigerator, they advised they will cover the cost of the part and complete the repairs [redacted] was still interested in the buyout, it was explained missing parts are not eligible so there would not be a buyout but [redacted] will add the duckbill [redacted] requested a different contractor, a representative agreed and dispatched the independent contractor, ***On July 24, 2017, [redacted] reported the dispenser panel, the fill tube assembly and control board need to be replacedA repair cash buyout was calculated from the parts and labor [redacted] accepted the buyout HBRWC will not replace a refrigerator or offer a replacement cash buyout when only a couple of minor components need to be replacedA repair or a repair cash buyout is the only optionWe are a warranty companyIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThis process is also specified in 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.” In regards to [redacted] ***’s desired settlement, if we will not replace the refrigerator, she requests her money refunded for monthly dues and repair chargesWe would be disappointed if [redacted] decided to cancel her AgreementIf she is still considering cancelling with HBRWC, she may send a written request to [email protected] Agreement would be cancelled as stated in section F of her Agreement, which states: “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges ” “MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the service period, you may request cancellation in writing, and receive a refund for the full purchase price of the Service Agreement less service cost(s), any other unpaid charges.” Unfortunately the Agreement has been in effect since January 20, and past the day money back guaranteeWe would not be able to refund her monthly duesThe service fees are paid directly to the independent contractor for their travel and diagnostic timeThe service fees are kept by the contractor and not transferred to HBRWC Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) that went into effect July 31, and applicable claimThank you for the opportunity to review and respond Our records indicate on August 7, 2017, it was reported, the air conditioner is not cooling, and the circuit breakers are trippingThe independent contractor Air Sales & Service was dispatched and reported the system is empty of refrigerant, there is a leak in the evaporator coil, a leak in the condensing coil and the compressor is grounded On September 1, 2017, it was realized that the ***’s last Agreement expired in June and was not renewedThe new Agreement went into effect July 31, The claim was placed days into the Agreement, the system had unrelated major components fail and the system was void of refrigerantThe claim was reviewed and there was enough evidence to determine the system was not in good working order at the beginning of the Service Agreement and the claim was denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement.” A representative spoke with [redacted] and she advised that there was an electrical surge and this is why her compressor has gone out along with her neighborsElectrical surges are also not eligible for coveragePer B-8; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): electrical failure, electrical surge,” Even though warranty companies do not cover electrical surges, most homeowner’s insurance companies cover this PerilWe highly recommend that [redacted] submit a claim with her homeowner’s Insurance Company We do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted under case number XXXXXXXXX by [redacted] Thank you for the opportunity to review and respond We do apologize for any frustration or inconvenience Mr [redacted] may have experienced during the service request handling processIn Mr [redacted] 's inquiry, he advises that he believes his ductwork issue should be covered Mr [redacted] initiated a service request on his Air Conditioning system on September 12, On September 30, 2015, HBRWC received the diagnosis from Access Heating and Air, an independent network service contractor, indicating that the ductwork is undersized for the system, and would need to be modifiedWhile Mr [redacted] believes this ductwork is eligible for coverage as per the terms and conditions of the Limited Home Service Agreement ("Agreement"), Section Bexplains "Costs to repair failures due to inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner's expense." Mr [redacted] believes that since he has Supreme Protection, these modifications should be coveredHowever, Mr [redacted] is not focusing on the opening sentence of that clause which explains that inadequate capacity is the homeowner's expense, and not eligible for coverageIf his ductwork had required modification for an eligible failure, then Supreme Protection would have appliedHowever, the cause of failure renders this claim ineligible per the terms and conditions of his Agreement We thank Mr [redacted] for understanding concerning this matterWe do take these matters very seriously and we thank appreciate for bringing these concerns to our attention Sincerely, [redacted] Office of the President Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought a house with a home warrantyIt specifically states that duck work is coveredThe system is not undersized the modified ductwork MAY need to be repairedThere was a failure of the system or I wouldn't have called technicianThe technician and his company did not cover the work and could not be completely sure of the diagnosis or if correct could not effect a repair The above statement regarding paragraph B!! is self severing and inaccurateParagraph Balso states "...except as part of Supreme Protection to covered an eligible repair." It is also stated in several places in the marketing and "warranty" brochure I am asking this company to fulfill its contractual obligations and send a technician to accurately diagnose the problem and complete the repairIf that is because of ductwork so be it - it is covered A quick scan on the internet shows what this company is about Final Consumer Response / [redacted] (4200, 11, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) 2-doesn't even know what the problem isThey should be sending a technician who can accurately diagnose the problemAgain the company that was sent did not have the necessary expertiseThey aren't even performing this minimum amount of due diligenceAgain their marketing information states that the ductwork is coveredThey insured the house that I purchased with a warrantyThey are in breach of contractI will be sure to file with the Virginia Revdex.com as well Final Business Response / [redacted] (4000, 13, 2015/11/13) */ The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") is in receipt of the rebuttal submitted by Mr [redacted] We apologize if Mr [redacted] is dissatisfied with the outcome of his claimAt the same time, we would refer Mr [redacted] to our previous response in which we indicated why his claim was not eligible for coverage Section of Mr [redacted] 's Limited Home Service agreement ("Agreement") states that his coverage applies to systems which "do not operate correctly due to wear and tear"This is not the case with Mr [redacted] ductworkIt was reported that the ductwork is undersized for the system and the airflow needs of the propertyThat is something that section B-specifically excludes from coverage In his rebuttal, Mr [redacted] indicates that he is interested in having further diagnostics performedSince the claim is currently not eligible, HBWVA will not be offering to send a different contractorWith this said, Mr [redacted] may elect to obtain his own second opinion and if that second opinion finds a diagnosis that differs, he may submit a report for HBWVA to review further Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of Virginia, Inc
he 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 All of the contractor’s 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 serviceThe independent contractors DO NOT make coverage decisions; HBRWC doesIf [redacted] has issues with a contractor stating something is not eligible, he needs to contact HBRWC as the contractors are not fully versed in the Terms & Conditions of the Agreements Gas Oven claim - Our records indicate for [redacted] ***’s gas oven, on January 3, 2014, the contractor reported the gas oven is fine, no failuresIt is the gas line going to the gas oven that is leakingPer the Agreement, under the Heating and Plumbing section, the only gas lines that are eligible for coverage are the ones leading to the furnace and the water heaterAll other gas lines are not eligible Air Conditioning claim - On June 17, 2014, the contractor All Home Services was dispatched to the propertyThe contractor never reported his findings, usually because it is an easy fix and under the customers service fee [redacted] ***’s air conditioning claim WAS NOT deniedIf he was still having issues with his air conditioner, he should have called in to HBRWC and set up a recall/return visit for All Home Service; the deductible would have been waived Roof claim – On September 29, 2015, the contractor reported there is a leak above the kitchen in the rear of the homeTo stop the leak, he would need to replace a few shingles 3ft x 4ft areaHis cost to make the repair was $350, less [redacted] ***’s $service fee, the contractor was authorized $to perform the repairPer the – Agreement, under Roof Leak Repair; “Water leaks must occur in the roof located over the occupied living area (excluding garage), provided the leaks are the result of rain and/or wear and deterioration and the roof was watertight and in good condition at the effective date of coverage.”In addition, there is a maximum amount paid out on roof claims of $This is also located in the roof section; “DOLLAR LIMITS PER SERVICE AGREEMENT: [redacted] Cost to diagnose, repair and/or replace - $300”It is clear that the roof coverage is meant for minor repairs up to the $maximum and it is not intended to replace an entire roofThis is a Limited Service Agreement, when an entire roof is in need of replacement, we usually suggest the customer contact their homeowners insurance Present Air Conditioning claimOn May 17, [redacted] reported online, his ac unit is not blowing cold airThe independent contractor, [redacted] reported: “Checked the system, checked the charge (refrigerant), and checked the indoor unitFound unit running on very high head pressure and that causes the unit to not work properlyThe heat exchange between outdoor coil and air is not great and that’s why we have high head pressureAcid coil cleaning is recommended.” The technician found no mechanical failure to the air conditionerThe system needs cleaning which is at the customer’s expensePer the Agreement under the Terms & Conditions; B-“We are not responsible for ...the cost of cleaning any parts or equipment.” B-16; “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer”A representative explained the system needs to be cleaned and that we need an eligible failure in order to initiate repairs [redacted] was given options of getting his system acid cleaned or getting his own second opinion [redacted] will first attempt to have [redacted] return and provide a more in depth diagnosisHe will request this personally from themThe representative forwarded [redacted] , to our contractor relations department due to giving [redacted] the impression that we deny the majority of our service request Many times a system needs to just be cleaned in order to work properlyIf after the cleaning and there are still issues with the system, then this will be addressed without a service feeIt should also be pointed out that [redacted] can use any HVAC contractor to clean the systemIf [redacted] decides to go out of our network, we request he calls in and we will explain and email him the guidelines for using a contractor out of our network We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process We value his business and we look forward to hearing from him soon Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: I partially accept the response as they were not able to fix the gas cooktop for usI provided 2- with a copy of my home inspection reportThe inspector says that the gas cooktop is in working order; however, one of the lower right burners has a slow ignite2-refused to fix the cooktop despite of seeing that the unit was listed as operable in the inspection reportThe representative from 2-said that they will be unable to do anything about the cooktop as the contractor reported many unrelated failuresI am thankful that 2-was able to see that the microwave had an electrical failure and they were able to order a new unit for me; however, they completely denied my claim for the cooktop DESPITE of seeing that the home inspector listed that the unit was operableIt is clear to me that 2-DID NOT want to repair or replace my unit to keep their costs down; therefore, they gladly offered to reimburse my $and ordered a new microwaveI still feel that the documents I submitted is enough proof to show 2-that the unit was in operable conditionI wish we had chose American Home Shield at the time of closing; I think 2-should read their customer reviews and at least try to strive to be like them.I still want to thank Mr [redacted] for what he was able to do for us 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”) that became effective October 1, and applicable Refrigerator claim that was placed October 20, 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 October 20, 2015, [redacted] reported his refrigerator was leakingIndependent service contractor, Nebraska Home Appliance was dispatched to the home and reported the drain line for the evaporator coil has been leaking to the back of the refrigeratorThe line has been leaking to the point it has created multiple holes within the back of the refrigerator due to the water damageIt was determined the leaking line had predated the warranty effective date of October 1, If [redacted] would please reference the Terms & Conditions of the Agreement, “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period.” To answer [redacted] question, if the leak in the line would have occurred/started during the Agreement period and not prior to the Agreement period, the line would have been eligible for coverageHowever, it was evident the leak started prior to the Agreement going into effectWe do empathize with the out of pocket cost [redacted] has incurred purchasing a new refrigeratorWe regret we will not be offering any compensation toward his new refrigeratorHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement We thank him for bringing his concerns to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs Sincerely Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective May 18, and expired on May 17, Thank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that [redacted] may have experiencedOur records indicate on June 13, 2015, the welcome kit that includes the Agreement was mailed to [redacted] The welcome kit was not returned to HBRWCOn May 11, 2016, John Kleemen requested reimbursement on an air conditioning claim that he had repaired outside of the warranty and to cancel his warrantyHe was advised that claims placed after the work was done was not eligible for coverage per the Agreement on page 3, under Who Pays what? “A service request must be received by us during the Service Agreement period2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid.” In addition on cancelling an AgreementIn the Terms & Conditions FCANCELLATION OR TERMINATION “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charges and a $processing fee.” Since [redacted] never received the Agreement with the welcome kit and since there were no funds paid out throughout the warranty period, there was a business decision to reimburse the full year premium HBRWC would again like to apologize for any inconvenience [redacted] may have experienced 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 Dr [redacted] ***We have located Dr [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond 2-HBW is open on weekendsAs explained in the Agreement under; How do I request service? “Contact us at 2-10.com/homeowner or 800.775.4736, hours a day, days a week to place a service request.” If Dr [redacted] would please also reference her AgreementIn BOLD lettering under; “Who pays what? 2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” This information is not in fine printAdditionally, in section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-authorize service by an independent service contractorThis is a strict policy that 2-HBW has always followedAs such, Dr [redacted] ***’s snaking claim is not eligible for coverage and no payment will be made We regret that we cannot be of further assistance in this regard2-HBW has honored their obligations as specified in the terms and conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation