The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) 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 August 11, 2017, Mrs [redacted] reported her freezer is not keeping items frozenThe independent contractor [redacted] was sent the dispatchMrs [redacted] informed us that [redacted] could not schedule until August 23, Understandably Mrs [redacted] did not want to wait this longThe representative offered her to contact her own contractor, which she didOn August 18, 2017, Mrs [redacted] contractor reported a leak in the evaporator coilOil in the evap coil as it boiled from the compressorHer contractor refused to use our payment method and only wanted to collect the money from the customerInstead, on August 18, 2017, prior to this complaint being placed, HBRWC offered a comparable replacement refrigerator or replacement buyout to Mrs [redacted] On August 24, 2017, Mrs [redacted] accepted the cash buyout We do apologize if Mrs [redacted] was given different time linesA unit typically takes approximately to business days after the order is placed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:I did not state that I had lived in the house for yearsI stated that I had lived in the house for just over year and that the unit at worked perfectly for a yearThey also left out iof their response that they they assigned me technicians timesThe first one never contacted me and I could not contactAlmost two weeks later they sent out another T C Heating & Cooling which left me a invoice that said that the unit needed to be replaced which was not favorable to 2-and magically could not be reached for any type of response after showing up that dayThen after complaining to them a week later they send out the third and final contractor that told them that the unit was damaged and that it was my fault and they decided to not help me furtherOnly after getting the realtor that sold me the house involved with this issue did they even pretend to want to help meAnd after almost a month of having no A/C did I decide that I needed to have my own contractor come outHe stated that the unit was not working because it was over years old and that it simply was out of freonI have documentation stating thisAfter finding out that I had reported 2-to the Revdex.com and that I had a contactor coming the next day to install a new unit they then offered me to make my problem go awaybut who can have a new central air unit installed for that little? So in the end it costed me to have a new unit installed which is double the cost they offered me.And they only offered me the money because I reported them to the Revdex.comnot because they cared about me as a customer or about me having no air conditioning for almost a month.I don't think as a customer that it is unreasonable for them to pay the full amount of having a new unit installed because they were my warrantyBut I guess they do or they would not have fought me every step of they way Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Shannon [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 25, 2016, [redacted] had repairs made without HBRWC prior approval [redacted] ’ reports this was an emergencyUnder the Agreement under How do I request service? “Contact us at [redacted] or ###-###-####, hours a day, days a week to place a service request.”It was explained to [redacted] per the Terms & Agreement “APROVIDING SERVICE No claim forms are used, but we must pre-authorize service by an independent service contractor.” HBRWC would like to apologize for any inconvenience [redacted] may have experienced We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement Her desired settlement is to get a full refund of her Service AgreementThis Revdex.com notice is being used as her written request to cancel the AgreementAn email has been sent to our account department to cancel her warranty at her requested $We ask she wait to business days to receive the refundWe respectfully request the Revdex.com consider this matter closed as her warranty is being canceled at her desired settlement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Shortly after this complaint, I was contacted by 2-Home Buyers and agreed to a settlement On 2/1/17, 2-agreed to pay $total and I would pay $ Although this is NOT the outcome I wanted, I agreed However, it is now 2/7/and I have still not received word as to when I will receive my money I will continue to call the company until the agreement is fulfilled Sincerely, [redacted]
We understand and are empathetic to Ms [redacted] ' situation.We make attempts to expedite service in cases of emergency and we apologize that did not happen When the company was notified of her child's Eczema it was almost days into the claim and we worked quickly to determine next steps This is a key reason we picked up her out of pocket expense; cost not normally covered under the service agreement Thank you
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on May 13, 2016, [redacted] reported the microwave is not cooking and the turntable does not rotateIndependent service contractor, [redacted] Superior Service was dispatched to the home and reported after installing the door switches, the interior light, cooling fan not working and turntable is still not workingThe contractor also said to be on the safe side to order the control boardThis is a Combination Microwave Wall Oven with ConvectionAll the parts were ordered except for the control boardIt was out of stock by all suppliersIt was determined to offer [redacted] a new Combination Microwave Wall Oven with Convection [redacted] accepted the new replacement HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claimWith the heat wave that we have had throughout the United States, this has created higher than wait time in the call centerWe do strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 6, 2015/07/11) */ The Office of the President at [redacted] ("***") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted] We have located [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate that the independent service contractor at the home initially recommended the unit be repaired [redacted] authorized to repair the washer per section B-of the Agreement when it states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." We regret that [redacted] did experience difficulty in obtaining the tracking information for the part per [redacted] 's requestsUnfortunately, appliance supply houses are not openly forthcoming with this information, and it does require research to obtain such informationAfter [redacted] sent multiple requests for an ETA on parts, the supply house confirmed on June 3rd that the parts had been delivered to the contractor on May 28, However, upon advising the contractor of this, they advised that the supply house did not include the motor that [redacted] had ordered We apologize for the inconvenience that this causedAt the same time, we would note that section B-of [redacted] 's Agreement 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." Upon obtaining the necessary motor, the contractor scheduled to return to the property on June 9th to complete repairsWe regret that these repairs did not holdOn June 15, [redacted] was offered a replacement washerThis unit was accepted on June 17, and [redacted] ordered the unit to be delivered and installed at the propertyOur records indicate that this was received Again we apologize for any inconvenienceWe appreciate [redacted] bringing this to our attention so we may evaluate the matter furtherWe look forward to serving his future warranty needs Sincerely, [redacted] Office of the President [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with the facts, not the intent- and definitely not the way we were spoken to, and not communicated withThe fact that the company went to lengths to ignore 3x service contractors that stated it cannot be fixed, and instead kept sending people to "fix" it, only delayed the inevitableThe fact you actually state- "We are not liable for failure to provide timely service...means you could care less about the clientYour company is nothing more than a fee grabber, that treats clients poorly, and then falls back on small print BS, not to do what is RIGHT, but only technically legalHow pathetic you must be to call it a SERVICE agreement, when you lack the very thing you claim to provide
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 11, 2016, [redacted] reported she had someone to replace the water heaterThe water heater blew upThe fire department was called and ultimately had to deal with her home insurance to take care of the consequential damageThe claim was denied due to there was no prior authorization given per the Agreement under page “2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid.” This is also pointed out in the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” We are understanding of [redacted] situationA representative has contacted [redacted] and they have come to a satisfactory resolutionHBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs [redacted] We would refer Mrs [redacted] to our previous response in which we indicated that all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCWhen a contractor states that a water heater needs to be bought up to code and modifications need to be done in order to accommodate the new water heater, we accept this because they are licensed professional plumbersThe non-covered charges that the independent contractor charges a customer is beyond HBRWC’s controlWe do expect there non-covered charges to be within reasonIf Mrs [redacted] feels the contractors costs are not justified, unfounded or not necessary, this would be something Mrs [redacted] would want to discuss with the contractorThe contractor could give her the details of the work to be done and would be able to put the costs in perspectiveThe breakdown of the non-covered charges the contractor had given us $pipe modifications/code $expansion tank (code) $ drain pan (code) $ disposal of old water heater --------- $total charges Per the Terms and Conditions of the AgreementThe modifications are not eligible pursuant to B-“When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensions.” The disposal is not eligible; page of the Agreement under PlumbingDisposal fees are only eligible for coverage if the Supreme Protection option is purchasedThis option was not purchasedAs stated in our previous response, code coverage is only eligible when the Supreme Protection option is purchased Concerning the water heater possibly being under MFWIf the water heater was under MFW, the representative missed it and calculated the cost of a water heater in the buyoutThe buyout would have been less the water heater costMrs [redacted] mentions premium coverageHer agreement is base coverage onlyShe did not purchase the Supreme Protection optionIf Mrs [redacted] has any further questions referring to her refund, she can call ###-###-####, and an accounting representative would be happy to assist her We regret that we cannot be of further assistance in this regardThe buyout was acceptedThe back of the buyout check is stamped as a full and final settlementMrs [redacted] had decided to cancel her Agreement with usWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com:I have been in contact with [redacted] (2-10) to resolve the issue, their providers were not able to respond in a reasonable and timely matter so I went out of their network.2-10's customers service would not pay the full amount for out of network but after I brought that to Ms [redacted] attention she covered the differenceShe was prompting me for a progress report, and wanting to make this a positive solution for meThe issue has been resolved and I thank Ms [redacted] for keeping in close contact to resolve it I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I did send the information that was requested to a gentleman named [redacted] within your companyFor his own privacy, I can privately disclose his last name, but I would rather not on hereThere were pictures and a long email sent to him, and I received confirmation FROM HIM PERSONALLY via email, that he received everythingI never heard back from himI still haven't received my refund that I requested from the companyI am NOT going to give up if that is what is being sought from the companyI did receive a check (referred to as a "buyout") for the amount that 2-was going to pay [redacted] so that he wouldn't come back out and "do some more work on my unit" that didn't get done in the first placeOf course nobody wanted to follow this man's workThey could tell it was shady and they didn't want to get involved with it eitherI can't say I blame themI was finally able to get my new unit installed, no thanks to 2-10, a few weeks ago by our own HVAC company that I would wholeheartedly recommend to anyoneI am still waiting for my refund, and would like it as soon as possible Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 26, 2017, [redacted] reported the system is blowing warm airThe independent contractor, [redacted] was dispatched and reported this is an Aquatherm systemThe system is void of refrigerant and there were multiple leaks in the outdoor condensing unitThe technician did not report the indoor coil leaking at this time [redacted] was approved to replace the outdoor condenser [redacted] reported the condensing unit was replaced on July 27, The air conditioning is integrated in with the Aquatherm air handlerAquatherm is a water source systemThe total cost of replacing the condensing unit was $1,Per the Agreement under the Air Conditioning and Heat Pump “DOLLAR LIMITS PER SERVICE AGREEMENT: [redacted] Geothermal and water source system - $1,500.” This means there is $remaining on [redacted] ***’s dollar limit Then on September 14, 2017, we were notified [redacted] ***’s system was no longer cooling [redacted] was sent back to the home and reported this time, the indoor evaporative coil is now leaking and needs to be replaced [redacted] was explained the remaining maximum and that she would be responsible for the overage Concerning [redacted] ***’s desired settlementAll of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWDue to [redacted] ***’s dissatisfaction with [redacted] ***The independent contractor has been sent to our contractor relations department to address [redacted] ***’s concerns [redacted] is also requesting that she would like [redacted] to waive all costs for laborAny request to waive charges would be with the independent contractor, [redacted] and not with 2-HBW We regret that 2-HBW will not be offering any coverage over the remaining maximum of $as were not liable for such expenses2-HBW has fulfilled their obligations as specified in the Service 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 We have reviewed Ms***'s request We understand there were a chain of events that occurred which lead to her using her own service contractor After review, we will reimburse both the repair and co-payments "service fees" We simply ask that Ms [redacted] provide us the invoices with the cost so our accounting department can processIf an invoice cannot be provided for the repair, we cannot reimburse any cost as there is no proof of services rendered In regards to the service fees, we will reimburse the cost indicated in the service agreement which is $75/each, equaling $ Unless Ms [redacted] can provide us documentation to support the additional cost paid In regards to the cancellation, we really hate to lose Ms [redacted] as a customer but we understand and respect her request Ms [redacted] paid $for the service agreement We normally would refund a pro-rated amount, minus any claims paid; which would mean $reimbursement once this claim is paid Due to the service issues, we will honor cancellation, however, it will be at a pro-rated amount using, not removing claims, with the cancellation date of October 11, The reimbursement amount is $ We can process payment, once Ms [redacted] accepts the offer and provides us the invoices Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: It is factually inaccurate and there is no legal reason for 2-to materially breach their agreement based on the negligence of 2-and their contracted service provider.First, [redacted] never contacted me about performing a nitrogen test as 2-claims That is not a viable defense of their lack of action Part of the reason for my complaint is due to the lack of responsiveness from 2-and *** This will now be the third version of the facts as given by 2- None of the issues were with the physical condition of the unit, thus the suggestion that the physical damage to the unit is responsible for the problem is unpersuasive.Second, even assuming 2-10's assertion of ***'s offer to perform the test is correct, there can be no doubt that the repairs I had to get done were emergency in nature Sweltering desert temperatures combined with the negligence of [redacted] and 2-is a combination for disaster I note that 2-relies on provisions in the service agreement that suit their needs, and do not address their and their contracted service providers negligence in failing to perform work in a timely manner directly causing the emergency repairs on the unit Third, put another way, 2-has a contractual responsibility to the client to ensure that the service providers they hire are able to do the job 2-has a duty and by contracting with [redacted] to perform work, they both have a duty to abide by the contract 2-and [redacted] both breached their duties by having a service provider respond who was unable to access the air exchanger panel, which I note was able to be accessed in a short amount of time by the emergency repair provider From 2-and ***'s breach of that duty, they caused damages to me in the form of out of pocket expenses (and potentially engaging in fraudulent conduct, including but not limited to consumer fraud) and I have out of pocket expenses (damages) for 2-10's ultimate failure to provide the service they claim to be able to provide In short, this is negligence and a material breach of their contractual obligation The remedy is to pay all of my out of pocket expenses Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/08/06) */ 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 to [redacted] for any inconvenience she has experienced during the service request handling processWe strive to provide professional and friendly service to all of our customers and anything less than that is unacceptableThe Customer Care representative [redacted] referenced in her inquiry is no longer an employee of HBRWC HBRWC has authorized payment to the service contractor for the additional $service fee and it is no longer due from [redacted] A letter from the Office of the President has been emailed to [redacted] confirming this informationOur records indicate that this matter has been resolved We thank [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
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] Thank you for the opportunity to review and respond This is for a manufactured home and based on the information that was supplied by [redacted] , we were unable to find a warrantyA representative was able to talk to our new homes division and transferred [redacted] to them to file a claimThe representative has verified with [redacted] , that the new homes representative was able to send her the documents needed to file a claim Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:Pending final repair of the cook topI sent the requested pictures this morningThe grill does not turn on and remains nonfunctionalThe other issues are as previously documentedWe will await final resolution of these issues prior to closing the Revdex.com inquiryThanks Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on this on July 27, 2016, [redacted] reported his air conditioner was not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported online that they replaced leaky valve cores and caps and the system was operatingMr [redacted] requested a different contractorIndependent contractor [redacted] was dispatched and reported “the condenser coil was 100% clogged due to lack of maintenanceThis caused the capacitor to failHe advised the capacitor needs to be replaced and the unit needs to be chemically cleaned, however, there is such extensive damage to the coil from dog urine, he is concerned about cleaning the coil with chemicals as it will cause the fins and coil to deteriorate even more.” This would be the second contractor advising of the dog urineThe dog urine could have been from the previous owners dogsThere were no reported failures to the actual system except for the capacitor which would be eligiblePer the service 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) pet damage”In addition B-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” And B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” Mr [redacted] was offered a repair buyout for the capacitor and he accepted the offerAs a gesture of goodwill, his service fee has also been refundedWe regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by 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 August 11, 2017, Mrs [redacted] reported her freezer is not keeping items frozenThe independent contractor [redacted] was sent the dispatchMrs [redacted] informed us that [redacted] could not schedule until August 23, Understandably Mrs [redacted] did not want to wait this longThe representative offered her to contact her own contractor, which she didOn August 18, 2017, Mrs [redacted] contractor reported a leak in the evaporator coilOil in the evap coil as it boiled from the compressorHer contractor refused to use our payment method and only wanted to collect the money from the customerInstead, on August 18, 2017, prior to this complaint being placed, HBRWC offered a comparable replacement refrigerator or replacement buyout to Mrs [redacted] On August 24, 2017, Mrs [redacted] accepted the cash buyout We do apologize if Mrs [redacted] was given different time linesA unit typically takes approximately to business days after the order is placed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:I did not state that I had lived in the house for yearsI stated that I had lived in the house for just over year and that the unit at worked perfectly for a yearThey also left out iof their response that they they assigned me technicians timesThe first one never contacted me and I could not contactAlmost two weeks later they sent out another T C Heating & Cooling which left me a invoice that said that the unit needed to be replaced which was not favorable to 2-and magically could not be reached for any type of response after showing up that dayThen after complaining to them a week later they send out the third and final contractor that told them that the unit was damaged and that it was my fault and they decided to not help me furtherOnly after getting the realtor that sold me the house involved with this issue did they even pretend to want to help meAnd after almost a month of having no A/C did I decide that I needed to have my own contractor come outHe stated that the unit was not working because it was over years old and that it simply was out of freonI have documentation stating thisAfter finding out that I had reported 2-to the Revdex.com and that I had a contactor coming the next day to install a new unit they then offered me to make my problem go awaybut who can have a new central air unit installed for that little? So in the end it costed me to have a new unit installed which is double the cost they offered me.And they only offered me the money because I reported them to the Revdex.comnot because they cared about me as a customer or about me having no air conditioning for almost a month.I don't think as a customer that it is unreasonable for them to pay the full amount of having a new unit installed because they were my warrantyBut I guess they do or they would not have fought me every step of they way Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Shannon [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 25, 2016, [redacted] had repairs made without HBRWC prior approval [redacted] ’ reports this was an emergencyUnder the Agreement under How do I request service? “Contact us at [redacted] or ###-###-####, hours a day, days a week to place a service request.”It was explained to [redacted] per the Terms & Agreement “APROVIDING SERVICE No claim forms are used, but we must pre-authorize service by an independent service contractor.” HBRWC would like to apologize for any inconvenience [redacted] may have experienced We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement Her desired settlement is to get a full refund of her Service AgreementThis Revdex.com notice is being used as her written request to cancel the AgreementAn email has been sent to our account department to cancel her warranty at her requested $We ask she wait to business days to receive the refundWe respectfully request the Revdex.com consider this matter closed as her warranty is being canceled at her desired settlement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Shortly after this complaint, I was contacted by 2-Home Buyers and agreed to a settlement On 2/1/17, 2-agreed to pay $total and I would pay $ Although this is NOT the outcome I wanted, I agreed However, it is now 2/7/and I have still not received word as to when I will receive my money I will continue to call the company until the agreement is fulfilled Sincerely, [redacted]
We understand and are empathetic to Ms [redacted] ' situation.We make attempts to expedite service in cases of emergency and we apologize that did not happen When the company was notified of her child's Eczema it was almost days into the claim and we worked quickly to determine next steps This is a key reason we picked up her out of pocket expense; cost not normally covered under the service agreement Thank you
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on May 13, 2016, [redacted] reported the microwave is not cooking and the turntable does not rotateIndependent service contractor, [redacted] Superior Service was dispatched to the home and reported after installing the door switches, the interior light, cooling fan not working and turntable is still not workingThe contractor also said to be on the safe side to order the control boardThis is a Combination Microwave Wall Oven with ConvectionAll the parts were ordered except for the control boardIt was out of stock by all suppliersIt was determined to offer [redacted] a new Combination Microwave Wall Oven with Convection [redacted] accepted the new replacement HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claimWith the heat wave that we have had throughout the United States, this has created higher than wait time in the call centerWe do strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value his business and we look forward to serving his future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 6, 2015/07/11) */ The Office of the President at [redacted] ("***") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted] We have located [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond We apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling processOur records indicate that the independent service contractor at the home initially recommended the unit be repaired [redacted] authorized to repair the washer per section B-of the Agreement when it states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." We regret that [redacted] did experience difficulty in obtaining the tracking information for the part per [redacted] 's requestsUnfortunately, appliance supply houses are not openly forthcoming with this information, and it does require research to obtain such informationAfter [redacted] sent multiple requests for an ETA on parts, the supply house confirmed on June 3rd that the parts had been delivered to the contractor on May 28, However, upon advising the contractor of this, they advised that the supply house did not include the motor that [redacted] had ordered We apologize for the inconvenience that this causedAt the same time, we would note that section B-of [redacted] 's Agreement 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." Upon obtaining the necessary motor, the contractor scheduled to return to the property on June 9th to complete repairsWe regret that these repairs did not holdOn June 15, [redacted] was offered a replacement washerThis unit was accepted on June 17, and [redacted] ordered the unit to be delivered and installed at the propertyOur records indicate that this was received Again we apologize for any inconvenienceWe appreciate [redacted] bringing this to our attention so we may evaluate the matter furtherWe look forward to serving his future warranty needs Sincerely, [redacted] Office of the President [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with the facts, not the intent- and definitely not the way we were spoken to, and not communicated withThe fact that the company went to lengths to ignore 3x service contractors that stated it cannot be fixed, and instead kept sending people to "fix" it, only delayed the inevitableThe fact you actually state- "We are not liable for failure to provide timely service...means you could care less about the clientYour company is nothing more than a fee grabber, that treats clients poorly, and then falls back on small print BS, not to do what is RIGHT, but only technically legalHow pathetic you must be to call it a SERVICE agreement, when you lack the very thing you claim to provide
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 11, 2016, [redacted] reported she had someone to replace the water heaterThe water heater blew upThe fire department was called and ultimately had to deal with her home insurance to take care of the consequential damageThe claim was denied due to there was no prior authorization given per the Agreement under page “2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid.” This is also pointed out in the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” We are understanding of [redacted] situationA representative has contacted [redacted] and they have come to a satisfactory resolutionHBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs [redacted] We would refer Mrs [redacted] to our previous response in which we indicated that all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCWhen a contractor states that a water heater needs to be bought up to code and modifications need to be done in order to accommodate the new water heater, we accept this because they are licensed professional plumbersThe non-covered charges that the independent contractor charges a customer is beyond HBRWC’s controlWe do expect there non-covered charges to be within reasonIf Mrs [redacted] feels the contractors costs are not justified, unfounded or not necessary, this would be something Mrs [redacted] would want to discuss with the contractorThe contractor could give her the details of the work to be done and would be able to put the costs in perspectiveThe breakdown of the non-covered charges the contractor had given us $pipe modifications/code $expansion tank (code) $ drain pan (code) $ disposal of old water heater --------- $total charges Per the Terms and Conditions of the AgreementThe modifications are not eligible pursuant to B-“When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensions.” The disposal is not eligible; page of the Agreement under PlumbingDisposal fees are only eligible for coverage if the Supreme Protection option is purchasedThis option was not purchasedAs stated in our previous response, code coverage is only eligible when the Supreme Protection option is purchased Concerning the water heater possibly being under MFWIf the water heater was under MFW, the representative missed it and calculated the cost of a water heater in the buyoutThe buyout would have been less the water heater costMrs [redacted] mentions premium coverageHer agreement is base coverage onlyShe did not purchase the Supreme Protection optionIf Mrs [redacted] has any further questions referring to her refund, she can call ###-###-####, and an accounting representative would be happy to assist her We regret that we cannot be of further assistance in this regardThe buyout was acceptedThe back of the buyout check is stamped as a full and final settlementMrs [redacted] had decided to cancel her Agreement with usWe respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Revdex.com:I have been in contact with [redacted] (2-10) to resolve the issue, their providers were not able to respond in a reasonable and timely matter so I went out of their network.2-10's customers service would not pay the full amount for out of network but after I brought that to Ms [redacted] attention she covered the differenceShe was prompting me for a progress report, and wanting to make this a positive solution for meThe issue has been resolved and I thank Ms [redacted] for keeping in close contact to resolve it I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I did send the information that was requested to a gentleman named [redacted] within your companyFor his own privacy, I can privately disclose his last name, but I would rather not on hereThere were pictures and a long email sent to him, and I received confirmation FROM HIM PERSONALLY via email, that he received everythingI never heard back from himI still haven't received my refund that I requested from the companyI am NOT going to give up if that is what is being sought from the companyI did receive a check (referred to as a "buyout") for the amount that 2-was going to pay [redacted] so that he wouldn't come back out and "do some more work on my unit" that didn't get done in the first placeOf course nobody wanted to follow this man's workThey could tell it was shady and they didn't want to get involved with it eitherI can't say I blame themI was finally able to get my new unit installed, no thanks to 2-10, a few weeks ago by our own HVAC company that I would wholeheartedly recommend to anyoneI am still waiting for my refund, and would like it as soon as possible Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on June 26, 2017, [redacted] reported the system is blowing warm airThe independent contractor, [redacted] was dispatched and reported this is an Aquatherm systemThe system is void of refrigerant and there were multiple leaks in the outdoor condensing unitThe technician did not report the indoor coil leaking at this time [redacted] was approved to replace the outdoor condenser [redacted] reported the condensing unit was replaced on July 27, The air conditioning is integrated in with the Aquatherm air handlerAquatherm is a water source systemThe total cost of replacing the condensing unit was $1,Per the Agreement under the Air Conditioning and Heat Pump “DOLLAR LIMITS PER SERVICE AGREEMENT: [redacted] Geothermal and water source system - $1,500.” This means there is $remaining on [redacted] ***’s dollar limit Then on September 14, 2017, we were notified [redacted] ***’s system was no longer cooling [redacted] was sent back to the home and reported this time, the indoor evaporative coil is now leaking and needs to be replaced [redacted] was explained the remaining maximum and that she would be responsible for the overage Concerning [redacted] ***’s desired settlementAll of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWDue to [redacted] ***’s dissatisfaction with [redacted] ***The independent contractor has been sent to our contractor relations department to address [redacted] ***’s concerns [redacted] is also requesting that she would like [redacted] to waive all costs for laborAny request to waive charges would be with the independent contractor, [redacted] and not with 2-HBW We regret that 2-HBW will not be offering any coverage over the remaining maximum of $as were not liable for such expenses2-HBW has fulfilled their obligations as specified in the Service 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 We have reviewed Ms***'s request We understand there were a chain of events that occurred which lead to her using her own service contractor After review, we will reimburse both the repair and co-payments "service fees" We simply ask that Ms [redacted] provide us the invoices with the cost so our accounting department can processIf an invoice cannot be provided for the repair, we cannot reimburse any cost as there is no proof of services rendered In regards to the service fees, we will reimburse the cost indicated in the service agreement which is $75/each, equaling $ Unless Ms [redacted] can provide us documentation to support the additional cost paid In regards to the cancellation, we really hate to lose Ms [redacted] as a customer but we understand and respect her request Ms [redacted] paid $for the service agreement We normally would refund a pro-rated amount, minus any claims paid; which would mean $reimbursement once this claim is paid Due to the service issues, we will honor cancellation, however, it will be at a pro-rated amount using, not removing claims, with the cancellation date of October 11, The reimbursement amount is $ We can process payment, once Ms [redacted] accepts the offer and provides us the invoices Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: It is factually inaccurate and there is no legal reason for 2-to materially breach their agreement based on the negligence of 2-and their contracted service provider.First, [redacted] never contacted me about performing a nitrogen test as 2-claims That is not a viable defense of their lack of action Part of the reason for my complaint is due to the lack of responsiveness from 2-and *** This will now be the third version of the facts as given by 2- None of the issues were with the physical condition of the unit, thus the suggestion that the physical damage to the unit is responsible for the problem is unpersuasive.Second, even assuming 2-10's assertion of ***'s offer to perform the test is correct, there can be no doubt that the repairs I had to get done were emergency in nature Sweltering desert temperatures combined with the negligence of [redacted] and 2-is a combination for disaster I note that 2-relies on provisions in the service agreement that suit their needs, and do not address their and their contracted service providers negligence in failing to perform work in a timely manner directly causing the emergency repairs on the unit Third, put another way, 2-has a contractual responsibility to the client to ensure that the service providers they hire are able to do the job 2-has a duty and by contracting with [redacted] to perform work, they both have a duty to abide by the contract 2-and [redacted] both breached their duties by having a service provider respond who was unable to access the air exchanger panel, which I note was able to be accessed in a short amount of time by the emergency repair provider From 2-and ***'s breach of that duty, they caused damages to me in the form of out of pocket expenses (and potentially engaging in fraudulent conduct, including but not limited to consumer fraud) and I have out of pocket expenses (damages) for 2-10's ultimate failure to provide the service they claim to be able to provide In short, this is negligence and a material breach of their contractual obligation The remedy is to pay all of my out of pocket expenses Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/08/06) */ 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 to [redacted] for any inconvenience she has experienced during the service request handling processWe strive to provide professional and friendly service to all of our customers and anything less than that is unacceptableThe Customer Care representative [redacted] referenced in her inquiry is no longer an employee of HBRWC HBRWC has authorized payment to the service contractor for the additional $service fee and it is no longer due from [redacted] A letter from the Office of the President has been emailed to [redacted] confirming this informationOur records indicate that this matter has been resolved We thank [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
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] Thank you for the opportunity to review and respond This is for a manufactured home and based on the information that was supplied by [redacted] , we were unable to find a warrantyA representative was able to talk to our new homes division and transferred [redacted] to them to file a claimThe representative has verified with [redacted] , that the new homes representative was able to send her the documents needed to file a claim Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because:Pending final repair of the cook topI sent the requested pictures this morningThe grill does not turn on and remains nonfunctionalThe other issues are as previously documentedWe will await final resolution of these issues prior to closing the Revdex.com inquiryThanks Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] ***We have located [redacted] ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on this on July 27, 2016, [redacted] reported his air conditioner was not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported online that they replaced leaky valve cores and caps and the system was operatingMr [redacted] requested a different contractorIndependent contractor [redacted] was dispatched and reported “the condenser coil was 100% clogged due to lack of maintenanceThis caused the capacitor to failHe advised the capacitor needs to be replaced and the unit needs to be chemically cleaned, however, there is such extensive damage to the coil from dog urine, he is concerned about cleaning the coil with chemicals as it will cause the fins and coil to deteriorate even more.” This would be the second contractor advising of the dog urineThe dog urine could have been from the previous owners dogsThere were no reported failures to the actual system except for the capacitor which would be eligiblePer the service 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) pet damage”In addition B-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” And B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” Mr [redacted] was offered a repair buyout for the capacitor and he accepted the offerAs a gesture of goodwill, his service fee has also been refundedWe regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation