The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review further We would refer Mr [redacted] to our previous response in which we indicated on page of the Agreement under Plumbing; Included: “Buibathtub [redacted] motor and pump assemblies”These are the only items that are eligible for coverage for [redacted] bathtubsThis was also reviewed by our Plumbing expertThe valve is not part of the motor/pump assemblyThe valve does not come with the motor/pump when purchasedBathtubs and the bathtub controls are a fixture and are excluded from coverageMr [redacted] has a direct contact with a representative in this department to resolve the switch issue We regret that we cannot be of further assistance to Mr [redacted] concerning the valveThe rebuttal provides no additional information to overturn our decisionHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: 1) Want to be sure 2-Warranty acknowledges that I sent an email with a copy of the invoice I paid to LB plumbing times after being counseled from their call center to do so that outlined specifically that I had paid for the install of the faulty faucet in addition to the faucet itself At my first intercation with 2-post faucet repair, I made it clear that I had paid for the faucet AND the install During one conversation with a call center rep, I was told that I although 2-understood that I had paid LB Plumbing for the install I would need to seek reiumbursement direclty from LB Plumbing I have as of today, received $towards the replacement of the faucet and install which was over $300.2) The very first service call I made that LB Plumbing tagged to the "water heaters" was that we were unable to get warm water in upstairs bathrooms and our kitchen and laundry rooms LB Plumbing did fix the warm water issue but then after they left it was found that we could no longer get cold water in the kitchen, master bathroom and basement bathroom It took several calls to address the initial issue so after our account was reviewed another plumber was dispatched but since there was no code for the call center associate to tag the follvisit to not being able to get cold water he tagged it to the water heaters and informed me that we would not be billed another $service fee However, when the 2nd plumber came to the house, he indicated that the call center informed him that they had no record of me ever having called in a service ticket since April(!) and that I needed to pay another $ He also shared that he had recommended another plumber come out as he couldn't determine what was causing the issue The 3rd plumber came out and shared that the lines had been crossed at construction and therefore it wouldn't be covered This despite my sharing we had hot and cold water for a period of time which if the lines had been crossed that didn't make sense AND that we knew who had lived in the house for years prior to me and that they had hot and cold water working fine At this point, I still am owed the $that I was billed as a service fee when we are still trying to solve the same issue and don't have a clear diagnosis of the actual finding and why it isn't covered Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Concerning contractor availability in Ms [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 apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is 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” We will not just replace an appliance when only one component needs to be replacedWe still need to determine the cost and labor of a job to determine if it is economically practicable to repair or replace the applianceWe do not replace an appliance solely due to ageIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThe repairs are customary and reliable, and we will guarantee the work for the full term of the AgreementWe did not receive the part number of the board from Ms [redacted] ’s contractor to check the costHowever, with the national purchasing power that 2-HBW receives for parts and equipment, it is likely that our cost for the board would be much lower than her contractors It is not noted that Ms [redacted] requested a $credit toward a new dryerPerhaps a representative did not notate this as we do have a $rebate program that is offered when a claim is placed online As Ms [redacted] has requested, her Agreement has been canceled and she will be receiving a full refund of the purchase price of her AgreementIt will take approximately to business days to receive the checkWe apologize to Ms [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further There was a call placed to [redacted] She forwarded her invoices by email to a direct contactThe invoices were reviewedThe first invoice for the temporary repair while the compressor is replaced is not eligible for coverageWe would reimburse [redacted] for the cost of the compressor replacementShe has agreed to thisWe respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: The issues are still not resolvedMy initial complaint was about my homes A/CNeither the upstairs nor the downstairs is working properlyTheir response stated my complaint was only about the package unit which is not trueMy complaint was about the A/C in my entire homeIt wasn't until the day of installation that I learned only the package unit was being corrected and nothing to the upstairs systemIn their previous message they stated they offered me temporary cooling which is not trueI asked for it and they would not provide it.The contractors being used by 2-had some type of issue with their license or insurance and were not able to work on my home and caused even further delay Instead of providing me a different contractor they made me wait until the contractor updated whatever was expired After It was updated, repairs were made and now the system is leaking and causing damage to my home and ceiling in addition the work completed on the package unit needs to be looked atI had additional fees of almost $1,for "non-covered" costs one of those items was the new pipes Whatever was used is already rusting on a new system I submitted pictures of the water damage as well as pictures of the modifications and rusting [redacted] offered to "spray paint" the rusted pipe 2-has required me to use this company, one of their preferred contractors, who has caused me a lot of problems not only with my home but my health 2-is claiming they are not liable for the damage caused by a contractor they required me to use My home'a A/C system is STILL NOT working properly I've had almost $1,on one system and $on another in added costs Not including whatever still needs to be done to get my home's A/C back in working order Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrand Mrs [redacted] We have located Mrand Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on October 30, 2017, [redacted] was approved to replace Mrand Mrs [redacted] Gas Pack and the Gas Pack was orderedOn November 10, 2017, [redacted] reported online the installation was completeMr [redacted] did call in requesting another contractor to come out to check ***’s work as he was not getting enough air flowMr [redacted] did not want [redacted] back to the homeMr [redacted] did not provide enough information to justify sending out a different contractor to check ***’s workMr [redacted] acquired his own contractor and the technician reported several code violations and some improper installation of ductworkThe flex duct was bunched up causing the restriction of the air flowThe technician feels feet of the flex duct should be cut off and squared around in order to get the proper air flow It was explained to Mr [redacted] that a recall visit should have been sent to [redacted] if there were issues after installation as [redacted] should be given the opportunity to warranty their work rather than have their insurance company involved or getting a chargeback against their account in the event another contractor has to correct any workmanship issuesIt should be pointed out that all of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWContractor relations will do everything possible to have them correct any workmanship issues but ultimately it is the responsibility of the independent contractorIf a contractor refuses to make the correction that 2-HBW knows was done incorrectly, the contractor will be investigated to determine further actionAt that time, we would have another contractor correct the workmanship and charge back the account of the contractor who is at faultAlso, there are times where a contractor will not go behind another contractor’s work as they do not want to be liable On November 21, 2017, Mr [redacted] called in and advised he did not want to use ***At that time, the representative dispatched another contractor, [redacted] [redacted] reported there were a few things that were incorrectThe lack of air flow is due to the [redacted] technician choked off part of the return and supply by the way it was installedAn LP kit was not installed and some items not up to codeAnother attempt was made to send out [redacted] After receiving the diagnostics from [redacted] was contacted and told what the contractors had reportedThe owner was willing to go out and warranty their workMr [redacted] refused to let them back in his home and requested [redacted] to complete the work [redacted] was willing to correct ***’s work and they have been approved [redacted] and the [redacted] ’s have both been updated by voice message We do apologize for any frustration or inconvenience that the [redacted] ’s have experienced caused by ***’s workmanshipWe value their business and we look forward to serving their future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 31, 2016, [redacted] reported this were is back up affecting other lines in the homeThe first contractor reported the he found the drain going into the wall is an inch higher than what’s going into the drainThus it cannot drain proper due to the incorrect slopeA second opinion was sent to the home and was able to clear the blockageA supervisor called [redacted] and he has confirmed that the line is now clear HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] ***Thank you for the opportunity to review furtherWe would refer Mr [redacted] to our previous response in which we indicated as soon as we discovered from American Appliance that this was a standalone freezer and not an integral part of the refrigeratorWe contacted Mr [redacted] to explain that the stand alone freezers are specifically excluded from coverageThis was new information to HBRWC and unfortunately Sears did not report this to us soonerIt is important for Mr [redacted] to understand that all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCSears is an independent contractor and HBRWC has no right of control over their actions We do apologize to Mr [redacted] that the independent service contractor, Sears did not report this to us soonerWe do depend on Mr [redacted] to review his Agreement to determine if an appliance is eligible for coverage prior to submitting a claimAs a goodwill gesture and not by any admission of liability, we have refunded Mr [redacted] service feeWe regret we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service AgreementWe respectfully request the Revdex.com consider this matter closedSincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to meI find it unsatisfactory that your employees do not all take their jobs seriously, but I will be writing to cancel this and go with another company, that considers every call important Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11156527, and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Revdex.com Case #XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted] 's inquiryThank you for the opportunity to review and respond HBRWC sincerely apologizes for the delay *** [redacted] experienced on this service requestWe strive to provide all of our customers with fast and reliable service and anything less is unacceptableThis matter we be investigated internally Our records indicate that [redacted] set up an air conditioning service request on May 26, HBRWC dispatched the request to independent service contractor, [redacted] & [redacted] reported on May 28, that the failure was due to a faulty compressorHBRWC authorized [redacted] to replace the compressorAfter having to re-confirm equipment information with [redacted] HBRWC ordered the compressor on June 9, On June 22, [redacted] reported the part was too tall and would not work with the systemAfter working to obtain better part information from Eico, we placed a second order on June 29, On July 9, Eico reported that the second compressor was defectiveWe ordered a third compressor at Eico's request on July 10, and on July 15, they reported that one was also defective At this point, HBRWC thought it would be best to send out a 2nd opinion to evaluate the failures as two brand new compressors were defectiveHBRWC dispatched independent service contractor, South Home Air ("South"), who serviced on July 16, South advised the compressor was improperly wired and the unit needed a new run capacitor and additional refrigerantSouth was able to complete the work that same day and Ms [redacted] confirmed the system was working It is clear that the circumstances surrounding Ms [redacted] 's service request were issues with obtaining correct information and waiting for parts to arrivePer Section B-of Mrs [redacted] 's Limited Home Service Agreement ("Agreement"), it states: "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 or labor difficulties." Despite not being liable for parts delays, when HBRWC decided to dispatch the service request to South as a 2nd Opinion, we had offered Ms [redacted] $as a gesture of goodwill to acquire temporary cooling, such as fans or window unit, while we continued to seek resolution with her air conditioning systemWe are still awaiting a receipt or invoice for this temporary cooling and will be happy to reimburse when once receivedAs an additional goodwill gesture and not admission of liability, we are authorizing the reimbursement of her $service feeMs [redacted] should receive a check in the mail in the next 10-business days We thank Ms [redacted] for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: The statement for 2-10, again is NOT a true statement not even close, again they leave out the part on their negligence to take care of an issue that was made an emergency to get fixed in a timely mannerLet me give you an outline of what actually took place in the above statementThere never was a dispute with the contractor on using the [redacted] or replacing the evaporator coilI found out they were trying to just use an adapter instead of replacing the evaporator coil, so the SEER was the same on both coils, as per my warranty is covered under my policyI found out because 2-never approved this part so the date that was set to fix my a/c has been pushed back over weeksI was on the phone for over hours with 2-explaining that this was not the correct way to fix the issue, but they said the contractor said it would work, so they wouldn’t replace the evaporator coilI researched multiple sites and contacted other contractors and they said this would cause the unit to prematurely fail and also cause the unit to actually be less energy efficient! And per my policy this was covered but they told me too bad the contractor said it would work! Three days later the contractor contacted me and said that he had called and explained the same thing I did and 2-agreed to now replace the evaporator coilBut instead of telling the contractor he could supply the coil like 2-is saying they did, they had to send it to their purchasing department to researchWhich by the way when you call to get an update, they tell you they don’t have a phone in department that reviews what’s needed to complete the job, so there’s no way to contact themSo waited days for them to research the part, they then ordered the part which took another daysTo find out they ordered the wrong part, which of course they blamed the contractor even though they researched it for days and never seem to do anything wrongNow they have authorized the contractor to get the part after again another days they had to research and give approvalLike I’ve stated before I have lost hundreds of doors in food and now have issues with my windows and doors, along with my son being sick due to the heatThe only answer this company has is they won’t cover the $200, when with the first contractor it was going to be $Dealing with this warranty company has caused me to spend over hours on the phone and still nothing has been fixed, as well causing me to miss work and just the tensions in my marriage is unbelievable due to all the lies this company has told meI’m asking for this company to take some responsibility for their negligence, and how they ignored the severity of this problem and to continue to be unprofessional on how they handle their claimsThey are liable for not being honest and making sure their customer doesn’t suffer due to them constantly delaying the process of this getting fixedIt is not fair for this company to continue to use people! Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by 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 the independent contractor [redacted] HVAC found the system not heating or coolingThe technician found the fuse inside the air handler had blownHe replaced the fuse and the system was working like it shouldThis allowed the technician to do a complete diagnostic’sThe technician then found the zone control board had shorted outThe zone control board does not affect the system from cooling or heatingIts purpose is to open and close dampers to allow air flow to the different zones that are programmedZone control systems are excluded from coverage and not coveredAs stated in the Agreement under Air Conditioning and Heat Pump coverage; “EXCLUDED: all components of zone controlled and energy management systems”It would be up to the [redacted] to have the board replaced A representative spoke to Mr [redacted] and he advised the system does not heat and coolThe representative then contacted the technician who explained the shorted out zone control board most likely will keep blowing the fuse inside the air handler, until the zone control board is replacedMr [redacted] disputed this as he believes [redacted] caused the damage to the zone control boardThe representative advised how Mr [redacted] can request for the independent contractors insuranceThe request was received and forwarded to our contractor relations department To be clear, all of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWWe contract with these companies in order to service eligible claims, but we are each separate operating companiesIf Mrs [redacted] feels that the independent contractor caused the zone control board to short, her dispute would be with the independent contractor and their insurance company and not 2-HBW In regards to Mrs [redacted] ’s request to cancel her Agreement, we apologize that her experience has led her to this decisionIf Mrs [redacted] is still considering cancelling her Agreement with 2-HBW, she may send a written request to [email protected] Agreement would be cancelled as stated in section F of his Agreement, which states: “You may cancel this Service Agreement at any time and is non-cancelable by us (send your written request to us at [email protected]) 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” We regret the zone control board is excluded from coverageAs such 2-HBW cannot be of further assistance in this regard as we are not liable for this expense2-HBW has honored our obligations as stated in the Terms and Conditions of the Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond [redacted] had her own contractor outHer contractor’s diagnostics was received and it was reported there were workman issues that should be addressedThis prompted our contractor relations department to dispatch another contractor to check [redacted] ’s workmanshipThe contractor found many issuesThe contractor was authorized to correct [redacted] ’s workAfter [redacted] ***’s allegations that [redacted] was not licensed and insuredIt was found that the contractor let their license expiredTheir insurance is still in forceThe contractor has been dismissed In [redacted] ***’s desired settlement, she is requesting a refund of the out of pocket costs paid to [redacted] Our contractor relations department has agreed to thisA representative of this department contacted [redacted] to discuss all of her concernsShe has agreed to the refund and found this satisfactory HBRWC would like to apologize for any inconvenience and delays caused by [redacted] ’sWe strive to make the service a seamless process for our customers and recognize improvements needed when we or the network contractors 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 rebuttal submitted by [redacted] Thank you for the opportunity to review further [redacted] has shown that the heat pump system was in good working order at the beginning of the service periodA representative of this department has contacted [redacted] and explained he will be reimbursed in full for the replacement of the evaporator coilSincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Although their response lacked honesty and accountability 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 Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) that went into effect August 19, Thank you for the opportunity to review and respond Our records indicate on September 16, 2016, Ms [redacted] updated her credit card informationOn October 14, 2016, Ms [redacted] called in to cancel her AgreementWe do require a written request of cancellation since this is a contractThe Agreement is normally canceled per the Agreement under the Terms & Conditions FCANCELLATION OR TERMINATION “MONEY BACK GUARANTEE: The Service Agreement may be cancelled within the first days for a full refund, less any claims paidAfter the first days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $processing fee.” Ms [redacted] ’s Agreement was in force longer than daysIt was decided to reimburse her the full amount of $(installments August/September/October)Ms [redacted] decided to go through her bank for a chargeback instead of sending in a cancellation letterAccounting has received from [redacted] chargeback for August and October and these have been credited back to the cardAccounting is still waiting for [redacted] dispute for September in order to reimburse the September installmentA call was placed to Ms [redacted] and a voice message was left as to the statusIf Ms [redacted] has any further questions, we request she call the accounting department at ###-###-#### HBRWC would like to apologize for any inconvenience Ms [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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective June 30, Thank you for the opportunity to review and respond Our records indicate on June 2, 2016, [redacted] reported the microwave door is cracked and not closingThe latch will not open the doorIndependent service contractor, Help Services was dispatched to the home [redacted] called in on June 21, wanting status of his microwaveHBRWC had not realized the contractor had not called in their findingsAfter numerous attempts to Help Services, we acquired the diagnosisThe technician found the trim pack around the door is broken and the cover where the control board where screws goes in is brokenIn Help Services professional opinion this was not due to wear and tear but from abuse by slamming the doorThe claim was denied based on the Agreement under the Terms & Conditions B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse” [redacted] disputed the denial and requested a second opinion The independent contractor, Ace Plumbing was dispatched to the propertyOn July 20, 2016, the technician reported the door is cracked and it had broken from pulling on the handle to openHe did not mention this was due to misuse and abuseIt was determined we would overturn the denial A representative of this department contacted [redacted] and offered a comparable replacement microwave or the equivalent replacement buyoutHe will look at the unit “on line” and make his determinationConcerning the pool claimHis contractor called in the diagnostics and the amount exceeds the $maximum of the Agreement [redacted] accepted the buyout in the amount of $ [redacted] found this acceptable First HBRWC apologizes for Help Services on the delay of not submitting their diagnostics in a timely mannerA criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceHelp Services has been passed along to our contractor relations department to address themWe also apologize for the experience he has had concerning his hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerHBRWC’s mission is to provide fast and friendly service, leaving a positive experience to all our customersHis concerns allows us to make corrections and continue to improve our service 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] ***’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on May 2017, [redacted] reported online: “Not coming on, filter is putting sand back into the pool Switch to change from filter to backwash to waste is stuck Will not turn at all probably due to sand in system.” The independent contractor, [redacted] was dispatched to the property and reported the sand filter tank is cracked and leaking and the multi-port valve will not turn [redacted] was authorized to make the repair; on June 6, the parts orderedThe supplier did not let us know of the eta until we contacted them on June when it was found they were ready for pickupOn June 23, [redacted] contacted HBRWC and advised [redacted] asked [redacted] for help, he got upset and told him to leave his property [redacted] requested another contractor, however there were no other contractors to service this areaThe representative offered [redacted] to locate his own contractor [redacted] was not able to locate a contractor willing to work with a warranty company After review of this claim, a cash buyout for the equipment and labor should have been offered to [redacted] based off of ***’s findingsA representative called [redacted] and received his voice mailA message was left with the cash buyout offer and as a gesture of goodwill, reimbursing the service feeThis was followed up with an emailWe regret we will not reimburse the $160, [redacted] paid for the pool coverage as without this coverage in place, the cash buyout cannot be offered 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
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 7, 2016, [redacted] reported collapsed ductworkCollapsed ductwork is excluded from coverage pursuant to the agreement on page under Air Conditioning EXCLUDED: “Collapsed ductwork.” Mr [redacted] desired resolution is to get a full refund of his Service AgreementA full refund was processed on August 18, It does take approximately to business days to receive the check We appreciate Mr [redacted] for bringing his concerns to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closed as his warranty is now canceled 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 rebuttal submitted by Mr [redacted] Thank you for the opportunity to review further We would refer Mr [redacted] to our previous response in which we indicated on page of the Agreement under Plumbing; Included: “Buibathtub [redacted] motor and pump assemblies”These are the only items that are eligible for coverage for [redacted] bathtubsThis was also reviewed by our Plumbing expertThe valve is not part of the motor/pump assemblyThe valve does not come with the motor/pump when purchasedBathtubs and the bathtub controls are a fixture and are excluded from coverageMr [redacted] has a direct contact with a representative in this department to resolve the switch issue We regret that we cannot be of further assistance to Mr [redacted] concerning the valveThe rebuttal provides no additional information to overturn our decisionHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: 1) Want to be sure 2-Warranty acknowledges that I sent an email with a copy of the invoice I paid to LB plumbing times after being counseled from their call center to do so that outlined specifically that I had paid for the install of the faulty faucet in addition to the faucet itself At my first intercation with 2-post faucet repair, I made it clear that I had paid for the faucet AND the install During one conversation with a call center rep, I was told that I although 2-understood that I had paid LB Plumbing for the install I would need to seek reiumbursement direclty from LB Plumbing I have as of today, received $towards the replacement of the faucet and install which was over $300.2) The very first service call I made that LB Plumbing tagged to the "water heaters" was that we were unable to get warm water in upstairs bathrooms and our kitchen and laundry rooms LB Plumbing did fix the warm water issue but then after they left it was found that we could no longer get cold water in the kitchen, master bathroom and basement bathroom It took several calls to address the initial issue so after our account was reviewed another plumber was dispatched but since there was no code for the call center associate to tag the follvisit to not being able to get cold water he tagged it to the water heaters and informed me that we would not be billed another $service fee However, when the 2nd plumber came to the house, he indicated that the call center informed him that they had no record of me ever having called in a service ticket since April(!) and that I needed to pay another $ He also shared that he had recommended another plumber come out as he couldn't determine what was causing the issue The 3rd plumber came out and shared that the lines had been crossed at construction and therefore it wouldn't be covered This despite my sharing we had hot and cold water for a period of time which if the lines had been crossed that didn't make sense AND that we knew who had lived in the house for years prior to me and that they had hot and cold water working fine At this point, I still am owed the $that I was billed as a service fee when we are still trying to solve the same issue and don't have a clear diagnosis of the actual finding and why it isn't covered Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Concerning contractor availability in Ms [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 apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is 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” We will not just replace an appliance when only one component needs to be replacedWe still need to determine the cost and labor of a job to determine if it is economically practicable to repair or replace the applianceWe do not replace an appliance solely due to ageIt is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their productsThe repairs are customary and reliable, and we will guarantee the work for the full term of the AgreementWe did not receive the part number of the board from Ms [redacted] ’s contractor to check the costHowever, with the national purchasing power that 2-HBW receives for parts and equipment, it is likely that our cost for the board would be much lower than her contractors It is not noted that Ms [redacted] requested a $credit toward a new dryerPerhaps a representative did not notate this as we do have a $rebate program that is offered when a claim is placed online As Ms [redacted] has requested, her Agreement has been canceled and she will be receiving a full refund of the purchase price of her AgreementIt will take approximately to business days to receive the checkWe apologize to Ms [redacted] that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] Thank you for the opportunity to review further There was a call placed to [redacted] She forwarded her invoices by email to a direct contactThe invoices were reviewedThe first invoice for the temporary repair while the compressor is replaced is not eligible for coverageWe would reimburse [redacted] for the cost of the compressor replacementShe has agreed to thisWe respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: The issues are still not resolvedMy initial complaint was about my homes A/CNeither the upstairs nor the downstairs is working properlyTheir response stated my complaint was only about the package unit which is not trueMy complaint was about the A/C in my entire homeIt wasn't until the day of installation that I learned only the package unit was being corrected and nothing to the upstairs systemIn their previous message they stated they offered me temporary cooling which is not trueI asked for it and they would not provide it.The contractors being used by 2-had some type of issue with their license or insurance and were not able to work on my home and caused even further delay Instead of providing me a different contractor they made me wait until the contractor updated whatever was expired After It was updated, repairs were made and now the system is leaking and causing damage to my home and ceiling in addition the work completed on the package unit needs to be looked atI had additional fees of almost $1,for "non-covered" costs one of those items was the new pipes Whatever was used is already rusting on a new system I submitted pictures of the water damage as well as pictures of the modifications and rusting [redacted] offered to "spray paint" the rusted pipe 2-has required me to use this company, one of their preferred contractors, who has caused me a lot of problems not only with my home but my health 2-is claiming they are not liable for the damage caused by a contractor they required me to use My home'a A/C system is STILL NOT working properly I've had almost $1,on one system and $on another in added costs Not including whatever still needs to be done to get my home's A/C back in working order Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrand Mrs [redacted] We have located Mrand Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on October 30, 2017, [redacted] was approved to replace Mrand Mrs [redacted] Gas Pack and the Gas Pack was orderedOn November 10, 2017, [redacted] reported online the installation was completeMr [redacted] did call in requesting another contractor to come out to check ***’s work as he was not getting enough air flowMr [redacted] did not want [redacted] back to the homeMr [redacted] did not provide enough information to justify sending out a different contractor to check ***’s workMr [redacted] acquired his own contractor and the technician reported several code violations and some improper installation of ductworkThe flex duct was bunched up causing the restriction of the air flowThe technician feels feet of the flex duct should be cut off and squared around in order to get the proper air flow It was explained to Mr [redacted] that a recall visit should have been sent to [redacted] if there were issues after installation as [redacted] should be given the opportunity to warranty their work rather than have their insurance company involved or getting a chargeback against their account in the event another contractor has to correct any workmanship issuesIt should be pointed out that all of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWContractor relations will do everything possible to have them correct any workmanship issues but ultimately it is the responsibility of the independent contractorIf a contractor refuses to make the correction that 2-HBW knows was done incorrectly, the contractor will be investigated to determine further actionAt that time, we would have another contractor correct the workmanship and charge back the account of the contractor who is at faultAlso, there are times where a contractor will not go behind another contractor’s work as they do not want to be liable On November 21, 2017, Mr [redacted] called in and advised he did not want to use ***At that time, the representative dispatched another contractor, [redacted] [redacted] reported there were a few things that were incorrectThe lack of air flow is due to the [redacted] technician choked off part of the return and supply by the way it was installedAn LP kit was not installed and some items not up to codeAnother attempt was made to send out [redacted] After receiving the diagnostics from [redacted] was contacted and told what the contractors had reportedThe owner was willing to go out and warranty their workMr [redacted] refused to let them back in his home and requested [redacted] to complete the work [redacted] was willing to correct ***’s work and they have been approved [redacted] and the [redacted] ’s have both been updated by voice message We do apologize for any frustration or inconvenience that the [redacted] ’s have experienced caused by ***’s workmanshipWe value their business and we look forward to serving their future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on August 31, 2016, [redacted] reported this were is back up affecting other lines in the homeThe first contractor reported the he found the drain going into the wall is an inch higher than what’s going into the drainThus it cannot drain proper due to the incorrect slopeA second opinion was sent to the home and was able to clear the blockageA supervisor called [redacted] and he has confirmed that the line is now clear HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] ***Thank you for the opportunity to review furtherWe would refer Mr [redacted] to our previous response in which we indicated as soon as we discovered from American Appliance that this was a standalone freezer and not an integral part of the refrigeratorWe contacted Mr [redacted] to explain that the stand alone freezers are specifically excluded from coverageThis was new information to HBRWC and unfortunately Sears did not report this to us soonerIt is important for Mr [redacted] to understand that all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCSears is an independent contractor and HBRWC has no right of control over their actions We do apologize to Mr [redacted] that the independent service contractor, Sears did not report this to us soonerWe do depend on Mr [redacted] to review his Agreement to determine if an appliance is eligible for coverage prior to submitting a claimAs a goodwill gesture and not by any admission of liability, we have refunded Mr [redacted] service feeWe regret we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service AgreementWe respectfully request the Revdex.com consider this matter closedSincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to meI find it unsatisfactory that your employees do not all take their jobs seriously, but I will be writing to cancel this and go with another company, that considers every call important Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11156527, and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Revdex.com Case #XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted] 's inquiryThank you for the opportunity to review and respond HBRWC sincerely apologizes for the delay *** [redacted] experienced on this service requestWe strive to provide all of our customers with fast and reliable service and anything less is unacceptableThis matter we be investigated internally Our records indicate that [redacted] set up an air conditioning service request on May 26, HBRWC dispatched the request to independent service contractor, [redacted] & [redacted] reported on May 28, that the failure was due to a faulty compressorHBRWC authorized [redacted] to replace the compressorAfter having to re-confirm equipment information with [redacted] HBRWC ordered the compressor on June 9, On June 22, [redacted] reported the part was too tall and would not work with the systemAfter working to obtain better part information from Eico, we placed a second order on June 29, On July 9, Eico reported that the second compressor was defectiveWe ordered a third compressor at Eico's request on July 10, and on July 15, they reported that one was also defective At this point, HBRWC thought it would be best to send out a 2nd opinion to evaluate the failures as two brand new compressors were defectiveHBRWC dispatched independent service contractor, South Home Air ("South"), who serviced on July 16, South advised the compressor was improperly wired and the unit needed a new run capacitor and additional refrigerantSouth was able to complete the work that same day and Ms [redacted] confirmed the system was working It is clear that the circumstances surrounding Ms [redacted] 's service request were issues with obtaining correct information and waiting for parts to arrivePer Section B-of Mrs [redacted] 's Limited Home Service Agreement ("Agreement"), it states: "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 or labor difficulties." Despite not being liable for parts delays, when HBRWC decided to dispatch the service request to South as a 2nd Opinion, we had offered Ms [redacted] $as a gesture of goodwill to acquire temporary cooling, such as fans or window unit, while we continued to seek resolution with her air conditioning systemWe are still awaiting a receipt or invoice for this temporary cooling and will be happy to reimburse when once receivedAs an additional goodwill gesture and not admission of liability, we are authorizing the reimbursement of her $service feeMs [redacted] should receive a check in the mail in the next 10-business days We thank Ms [redacted] for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: The statement for 2-10, again is NOT a true statement not even close, again they leave out the part on their negligence to take care of an issue that was made an emergency to get fixed in a timely mannerLet me give you an outline of what actually took place in the above statementThere never was a dispute with the contractor on using the [redacted] or replacing the evaporator coilI found out they were trying to just use an adapter instead of replacing the evaporator coil, so the SEER was the same on both coils, as per my warranty is covered under my policyI found out because 2-never approved this part so the date that was set to fix my a/c has been pushed back over weeksI was on the phone for over hours with 2-explaining that this was not the correct way to fix the issue, but they said the contractor said it would work, so they wouldn’t replace the evaporator coilI researched multiple sites and contacted other contractors and they said this would cause the unit to prematurely fail and also cause the unit to actually be less energy efficient! And per my policy this was covered but they told me too bad the contractor said it would work! Three days later the contractor contacted me and said that he had called and explained the same thing I did and 2-agreed to now replace the evaporator coilBut instead of telling the contractor he could supply the coil like 2-is saying they did, they had to send it to their purchasing department to researchWhich by the way when you call to get an update, they tell you they don’t have a phone in department that reviews what’s needed to complete the job, so there’s no way to contact themSo waited days for them to research the part, they then ordered the part which took another daysTo find out they ordered the wrong part, which of course they blamed the contractor even though they researched it for days and never seem to do anything wrongNow they have authorized the contractor to get the part after again another days they had to research and give approvalLike I’ve stated before I have lost hundreds of doors in food and now have issues with my windows and doors, along with my son being sick due to the heatThe only answer this company has is they won’t cover the $200, when with the first contractor it was going to be $Dealing with this warranty company has caused me to spend over hours on the phone and still nothing has been fixed, as well causing me to miss work and just the tensions in my marriage is unbelievable due to all the lies this company has told meI’m asking for this company to take some responsibility for their negligence, and how they ignored the severity of this problem and to continue to be unprofessional on how they handle their claimsThey are liable for not being honest and making sure their customer doesn’t suffer due to them constantly delaying the process of this getting fixedIt is not fair for this company to continue to use people! Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by 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 the independent contractor [redacted] HVAC found the system not heating or coolingThe technician found the fuse inside the air handler had blownHe replaced the fuse and the system was working like it shouldThis allowed the technician to do a complete diagnostic’sThe technician then found the zone control board had shorted outThe zone control board does not affect the system from cooling or heatingIts purpose is to open and close dampers to allow air flow to the different zones that are programmedZone control systems are excluded from coverage and not coveredAs stated in the Agreement under Air Conditioning and Heat Pump coverage; “EXCLUDED: all components of zone controlled and energy management systems”It would be up to the [redacted] to have the board replaced A representative spoke to Mr [redacted] and he advised the system does not heat and coolThe representative then contacted the technician who explained the shorted out zone control board most likely will keep blowing the fuse inside the air handler, until the zone control board is replacedMr [redacted] disputed this as he believes [redacted] caused the damage to the zone control boardThe representative advised how Mr [redacted] can request for the independent contractors insuranceThe request was received and forwarded to our contractor relations department To be clear, all of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWWe contract with these companies in order to service eligible claims, but we are each separate operating companiesIf Mrs [redacted] feels that the independent contractor caused the zone control board to short, her dispute would be with the independent contractor and their insurance company and not 2-HBW In regards to Mrs [redacted] ’s request to cancel her Agreement, we apologize that her experience has led her to this decisionIf Mrs [redacted] is still considering cancelling her Agreement with 2-HBW, she may send a written request to [email protected] Agreement would be cancelled as stated in section F of his Agreement, which states: “You may cancel this Service Agreement at any time and is non-cancelable by us (send your written request to us at [email protected]) 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” We regret the zone control board is excluded from coverageAs such 2-HBW cannot be of further assistance in this regard as we are not liable for this expense2-HBW has honored our obligations as stated in the Terms and Conditions of the Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond [redacted] had her own contractor outHer contractor’s diagnostics was received and it was reported there were workman issues that should be addressedThis prompted our contractor relations department to dispatch another contractor to check [redacted] ’s workmanshipThe contractor found many issuesThe contractor was authorized to correct [redacted] ’s workAfter [redacted] ***’s allegations that [redacted] was not licensed and insuredIt was found that the contractor let their license expiredTheir insurance is still in forceThe contractor has been dismissed In [redacted] ***’s desired settlement, she is requesting a refund of the out of pocket costs paid to [redacted] Our contractor relations department has agreed to thisA representative of this department contacted [redacted] to discuss all of her concernsShe has agreed to the refund and found this satisfactory HBRWC would like to apologize for any inconvenience and delays caused by [redacted] ’sWe strive to make the service a seamless process for our customers and recognize improvements needed when we or the network contractors 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 rebuttal submitted by [redacted] Thank you for the opportunity to review further [redacted] has shown that the heat pump system was in good working order at the beginning of the service periodA representative of this department has contacted [redacted] and explained he will be reimbursed in full for the replacement of the evaporator coilSincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Although their response lacked honesty and accountability 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 Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) that went into effect August 19, Thank you for the opportunity to review and respond Our records indicate on September 16, 2016, Ms [redacted] updated her credit card informationOn October 14, 2016, Ms [redacted] called in to cancel her AgreementWe do require a written request of cancellation since this is a contractThe Agreement is normally canceled per the Agreement under the Terms & Conditions FCANCELLATION OR TERMINATION “MONEY BACK GUARANTEE: The Service Agreement may be cancelled within the first days for a full refund, less any claims paidAfter the first days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $processing fee.” Ms [redacted] ’s Agreement was in force longer than daysIt was decided to reimburse her the full amount of $(installments August/September/October)Ms [redacted] decided to go through her bank for a chargeback instead of sending in a cancellation letterAccounting has received from [redacted] chargeback for August and October and these have been credited back to the cardAccounting is still waiting for [redacted] dispute for September in order to reimburse the September installmentA call was placed to Ms [redacted] and a voice message was left as to the statusIf Ms [redacted] has any further questions, we request she call the accounting department at ###-###-#### HBRWC would like to apologize for any inconvenience Ms [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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) that became effective June 30, Thank you for the opportunity to review and respond Our records indicate on June 2, 2016, [redacted] reported the microwave door is cracked and not closingThe latch will not open the doorIndependent service contractor, Help Services was dispatched to the home [redacted] called in on June 21, wanting status of his microwaveHBRWC had not realized the contractor had not called in their findingsAfter numerous attempts to Help Services, we acquired the diagnosisThe technician found the trim pack around the door is broken and the cover where the control board where screws goes in is brokenIn Help Services professional opinion this was not due to wear and tear but from abuse by slamming the doorThe claim was denied based on the Agreement under the Terms & Conditions B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse” [redacted] disputed the denial and requested a second opinion The independent contractor, Ace Plumbing was dispatched to the propertyOn July 20, 2016, the technician reported the door is cracked and it had broken from pulling on the handle to openHe did not mention this was due to misuse and abuseIt was determined we would overturn the denial A representative of this department contacted [redacted] and offered a comparable replacement microwave or the equivalent replacement buyoutHe will look at the unit “on line” and make his determinationConcerning the pool claimHis contractor called in the diagnostics and the amount exceeds the $maximum of the Agreement [redacted] accepted the buyout in the amount of $ [redacted] found this acceptable First HBRWC apologizes for Help Services on the delay of not submitting their diagnostics in a timely mannerA criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceHelp Services has been passed along to our contractor relations department to address themWe also apologize for the experience he has had concerning his hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerHBRWC’s mission is to provide fast and friendly service, leaving a positive experience to all our customersHis concerns allows us to make corrections and continue to improve our service 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] ***’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on May 2017, [redacted] reported online: “Not coming on, filter is putting sand back into the pool Switch to change from filter to backwash to waste is stuck Will not turn at all probably due to sand in system.” The independent contractor, [redacted] was dispatched to the property and reported the sand filter tank is cracked and leaking and the multi-port valve will not turn [redacted] was authorized to make the repair; on June 6, the parts orderedThe supplier did not let us know of the eta until we contacted them on June when it was found they were ready for pickupOn June 23, [redacted] contacted HBRWC and advised [redacted] asked [redacted] for help, he got upset and told him to leave his property [redacted] requested another contractor, however there were no other contractors to service this areaThe representative offered [redacted] to locate his own contractor [redacted] was not able to locate a contractor willing to work with a warranty company After review of this claim, a cash buyout for the equipment and labor should have been offered to [redacted] based off of ***’s findingsA representative called [redacted] and received his voice mailA message was left with the cash buyout offer and as a gesture of goodwill, reimbursing the service feeThis was followed up with an emailWe regret we will not reimburse the $160, [redacted] paid for the pool coverage as without this coverage in place, the cash buyout cannot be offered 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
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 7, 2016, [redacted] reported collapsed ductworkCollapsed ductwork is excluded from coverage pursuant to the agreement on page under Air Conditioning EXCLUDED: “Collapsed ductwork.” Mr [redacted] desired resolution is to get a full refund of his Service AgreementA full refund was processed on August 18, It does take approximately to business days to receive the check We appreciate Mr [redacted] for bringing his concerns to our attention as we do take these matters seriouslyWe respectfully request the Revdex.com consider this matter closed as his warranty is now canceled Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation