The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the opportunity to review and respond Our records indicate on June 6, 2016, [redacted] reported there is a persistent leak in the unit and lbslow on FreonIndependent service contractor, Adjustable Plumbing Heating & Cooling was dispatched to the home and reported the Trane air conditioner had a Freon leak in the evaporator coilIndustrial standard finds it acceptable to replace a universal evaporator coil with the original condensing unit as long as they are within specs [redacted] lives in North Carolina where government regulations follow the Air Conditioning, Heating, Refrigeration Institute (AHRI) guidelinesDue to these government regulation, in his state, the evaporator coil must match the outdoor condensing unit in brand and seer as well as being tested to be compatible While the evaporator coil is eligible for coverage because there is a failure, the replacement of the outdoor condensing unit is not eligible for coverage (no failure) This is explained in the "More Info to Know" section of [redacted] Agreement on page 5, when it states, "At times, State and Federal agencies will pass laws, or regulations, that change what is required when replacing part, or all, of a system such as heating, air conditioning, appliances or electricalWe will cover costs related to the failed item, but not costs related to the additional government requirements." This is also stated in section B-of [redacted] Agreement: "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances." On June 13, 2016, Trane notified us that the identical evaporator coil was 7-days outWe felt it best to order the Trane coil as this would save [redacted] ’s quite a bit of out of pocket cost by no having to replace the outdoor condensing unitThe below email was sent to [redacted] concerning his options “Good Evening, We have found the coil that is needed for your system however we are only able to get this in Denver which the time frame on that is 5-days outYou will have three options available to you at this time: Accept the 5-day delay Accept the cash out amount of $ We could go with a universal coil however in your state the outdoor unit would have to match brand but since the contractor didn’t report any failures with the outdoor unit that would be an out of pocket expenseWe would have to get an estimate from Adjustable on that Please call us back at [redacted] and let us know how to proceed” [redacted] did call back and accept the 5-day delay and the coil was orderedThe contractor had called on June 23, reporting they had not received the coilA call was placed to Trane and they reported it is now on back order for daysIt was later found that Trane had made an error and the coil was shipped out the next morningWhen the contractor received the coil, they stated it was too big and they could not make it fitWe confirmed with Trane this was the correct coil [redacted] was in direct contact with a supervisor to get this resolvedThe supervisor contacted an HVAC company that [redacted] has associations with and got their cost for repairA buyout was offered to [redacted] so he could move forward with his HVAC company [redacted] accepted the offer HBRWC apologizes to [redacted] 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 centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the 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 October 10, 2015, [redacted] reported his heating is not coming onAt the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely mannerWe offered [redacted] to contact his own out-of-network service contactorThe guidelines were emailed to himNumber of the guidelines states; “”2-Home Buyers Warranty will not pay for any repairs that are made without its authorization.” [redacted] located Arctic Heating & Cooling and on May 9, 2016, a faxed diagnosis was received from ArcticThe report stated the compressor running intermittently while in heating mode and seizingThere was a call placed to get the model/serial #’s as well as pricing of the outdoor unitThe contractors did not have this information and said they needed to go back to the homeThen a proposal was received for a full system replacementWe still did not have the specs of the existing system and Arctic’s cost was much higher than our costThe only failure that was the compressorWe were not able to get the cost of just the outdoor failure from ArticThis was sent to our dispatch department to locate a contractorHBRWC found availability of an in network contractor that could service in a timely mannerA representative called [redacted] and he was not interested in HBRWC sending out a new contractorHe was interested in upgrading his system to a seer and would like a buyoutA representative called Arctic to find that the system was replaced in April outside of the warranty If [redacted] would please refer to page of the Agreement under Who pays what? “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” Additionally, per Section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractorThis was also explained in number in the out of network procedures emailed to him HBRWC apologizes to [redacted] 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 centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our serviceWe are understanding of [redacted] situation and we have offered a buyoutHe has accepted our offer 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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) that went into effect December 14, 20-and applicable claimThank you for the opportunity to review and respond Our records indicate on December 19, 2016, Mrs [redacted] reported there is no hot waterThe independent contractor, [redacted] was dispatched to the home and reported the circuit boards on both tankless water heaters have shorted out which is causing the tank not to produce hot waterThe claim was called in days into the Agreement and the circuit boards on each water heater were shortedPer the Agreement under the Terms & Conditions “are in place and in good and safe working order at the beginning of the Service Agreement.” The water heater claim was denied based off the circuit boards that are unrelated to each other would not have shorted out within such a short timeMrs [redacted] disagreed and sent in a partial home inspection dated November 21, HBRWC does require the entire inspection when there is a question of eligibilityThe partial inspection mentions only one tankless water heater located in the garageUnder the comments –Water heater does deliver hot water to all necessary fixtures as tested during inspectionThe representative explained to Mrs [redacted] the entire inspection is requiredWe have not yet received the entire inspectionThe claim remains deniedIf Mr [redacted] can show us that both tankless water heaters were in good working order at the beginning of the service period by sending in the entire home inspectionThe claim will be reconsideredMr [redacted] can send the entire inspection to [redacted] Reference his work order [redacted] HBRWC would like to apologize for the inconvenience Mr [redacted] has experiencedWe look forward to hearing from him soon Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Revdex.com: Thank you for your help because I have no doubt that if you didn't intervene this would have continued to drag on I agreed to a buy out so we can just put this behind us Sincerely, [redacted]
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 We would refer [redacted] to our previous responseWe are not obligated to offer any compensation for consequential water damagePursuant to Section B-which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damageWe regret we will be unable to compensate her for the property damage I would like to let [redacted] know that the contractor relations department has contacted the contractor and according to the contractor, a claim has been initiated with their insurance company Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimsThank you for the opportunity to review and respond Concerning contractor availability in Mr [redacted] ’s service areaWe do regret that on occasion, 2-HBW will have limited or no approved network contractors to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do give the customer the option to locate their own contractorWe do have this right as explained in the Agreement under the Terms & Conditions, A-" If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.” Mr [redacted] has already cancelled his AgreementWe apologize his experience has led him to this decisionThe Agreement was cancelled as stated in section F of his Agreement, which states: “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term” We regret we would not refund the full years Agreement as we are not liable for such expense Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the 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 the guidelines for using a contactor out of our network were emailed to himIt makes it very clear how a homeowner is reimbursedWe regret that we will not be offering any further compensationThe rebuttal provides no additional information to overturn our decision2-HBW has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") for the property at [redacted] N [redacted] in Tucson and his applicable claimThank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that Mr [redacted] may have experiencedOur records indicate that HBRWC made multiple attempts to repair the refrigerator but that these repairs did not hold for an extended period of timeOn December 16, HBRWC offered Mr [redacted] a replacement refrigerator, a Whirlpool model WRB322DMBM, or a check for the $which was the cost of the unitOn December 22, Mr [redacted] accepted the $1,that was offeredThis payment has been processed and the check has been mailed We would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriouslyHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have this matter reviewed internally due to the delay, and again would like to apologize for the delay that Mr [redacted] experienced Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) The offer to replace the fridge or provide a check in the amount of the fridge value is acceptable
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 [redacted] reported that she is not getting any air from her heat pumpThe independent contractor, [redacted] was dispatched and reported there is a crack in the condensate drain pan, underneath the evaporator coilThe information was sent to parts research to locate the drain panThe drain pan is attached to the evaporator coil and after discussion with [redacted] ***, it was determined replace the entire [redacted] handler [redacted] was authorized to replace the air handler and the air handler was ordered with an ETA of August 23, After several attempts of [redacted] contacting HBRWC and our attempts to [redacted] ***, they notified us as of September 1, 2017, they had not received the air handlerOur notes indicate this was a will call order and was ready for [redacted] to pick up locallyThe order was reopened with Lennox and [redacted] picked up the air handlerOn September 9, 2017, [redacted] contacted HBRWC and advised that he will try but did not think that the Lennox air handler will fit as it goes in the closetA list of air handlers were emailed to [redacted] to select another optionOn September 20, 2017, [redacted] said the Lennox was too large for the closet and request we order the [redacted] air handler on our listThe air handler was ordered priority 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 do not have control over their actionsWe try to do everything possible to make sure repairs are completedWe also have no control when equipment is ordered but delayed, misplaced, incorrect equipment ordered or simply not picked up by the contractorthis is explained in the Agreement under the Terms & Conditions; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.” We acknowledge that there were opportunities to provide [redacted] with better service and we work very hard to prevent situations like thisWe apologize to [redacted] ***, she did not receive the quality service that is expected from the employees or contractors assisting herHBRWC is committed to providing superior home warranty protection and customer service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Our records indicate on June 19, 2017, it was reported “online” the refrigerator was not coolingThe independent contractor, [redacted] was sent the dispatch to visit the homeOn June 21, 2017, [redacted] called in checking status and advised the representative her refrigerator has a year manufactures warranty [redacted] has are Supreme Protection where if the manufacturer does not warranty their product, HBRWC will be responsible for parts and labor for what is eligible under the AgreementHowever, [redacted] has not yet called in their diagnostics [redacted] reported that the evaporator coil is leaking and the refrigerant is low [redacted] is not a Kitchen Aid certified technician as the refrigerator has a year warranty and they are not certified with Kitchen AidThe claim was reviewed with the contractor and there was enough evidence to determine the refrigerator was not in good working order at the beginning of the Service Agreement and the claim was deniedA hole in the evaporator coil and low on refrigerant would take longer than the days that the Agreement was in effectPer the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement.” A represented notified [redacted] ’ by voice message that we would not be able to provide coverage as the refrigerator was not in good working at the beginning of the service agreementThe representative reimbursed her service feeIt is not noted that we directed [redacted] to acquire a [redacted] technicianAs a gesture of goodwill, we will reimburse the $service fee she paid [redacted] [redacted] would need to send her service fee invoice to [redacted] and reference her work order number [redacted] We regret, we are unable to reimburse any additional amountWe do apologize that we could not be of further assistance in this regard as we are not liable for such expenses Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by [redacted] *** Thank you for the opportunity to review further [redacted] notified us that she was still not getting hot water in the kitchen [redacted] went back to the home and found a leak coming from the tankless water heaterAt this time it was decided to replace the water heater 2-HBW would like to apologize for the inconvenience [redacted] may have experiencedWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] *** Thank you for the opportunity to review furtherAn HBRWC representative contacted [redacted] on January 18, and she has received her checkWe strive to provide the best service possible HBRWC values [redacted] ***’s business and looks forward to servicing her future warranty needsSincerely [redacted] 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 I am still waiting to be refunded the money from quality but I was also upset at 2-customer service rep that canceled my initial order causing there to be a delay (a one week delay) in having tech come out Sincerely, Misty [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 January 7, 2017, [redacted] reported online, her oven is not heating up to the correct temperatureThe independent contractor, [redacted] was dispatched to the property and found the thermostat had failed [redacted] was authorized to replace the thermostat [redacted] reported on line that they completed the work on February 8, On February 21, a request for a recall was sent to [redacted] to revisit the homeOn February 22, 2017, [redacted] called in stating the [redacted] had missed there appointmentThere was a call placed to [redacted] and the office manager explained the technician had a family emergency and they would not be able to make it out for weeksWe were not able to locate another network contractor to service in a timely mannerWe do regret that on occasion, this does occurWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-“If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem," [redacted] advised us she was not able to locate a contractorOn March 2, 2017, our dispatch department located a network contractor to serviceThe independent contractor, [redacted] was dispatched to the property and reported the control board has burned outIt was found the control board is no longer available but it can be rebuiltThe contractor refused to follow the process of having the control board rebuilt even though they have contractually agreed toThe contractor was sent to our contractor relations department to address thisWe were not able to locate another contractor to pull the boardIt was decided to offer [redacted] a buyout and she accepted A board rebuild is a simple process where the contractor pulls the board and it is mailed to [redacted] [redacted] will find the root cause and repair the failureFurthermore they will assess the condition of the board and address other problematic issues including replacement of failure prone components and reworking of suspect solder joints as a preventative measureAfter the board passes a full functional test, it is mailed back to the contractor [redacted] backs their work with a year warrantyThe turnaround time is to days [redacted] states her oven had not worked since the original claim dateHBRWC was not aware of this and we had not heard any differentWe assumed the thermostat that [redacted] reports they had replaced, had repaired her oven [redacted] has also been sent to our contractor relations department to be addressThere are instances where an independent contractor will drop a claim, miss appointments, etcOther times where we do have difficulty locating a contractor to service a customer in a particular trade in a timely mannerLabor issues like this are out of our controlPer the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” However, we will promptly do everything possible to expedite the service/repair We would like to apologize for any inconvenience and delay [redacted] has experiencedHBRWC is committed to providing superior home warranty protection and customer service Her concerns enables us to make corrections and continue to improve our serviceWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Final Consumer Response / [redacted] (2000, 7, 2015/08/07) */ The 2-customer service called on 8/and stated that there were very subtle changes to the Duct work and contractor will refund $in few daysVendor has refunded $on Aug 5th on my credit card
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Revdex.com Case # XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mr***'s inquiryThank you for the opportunity to review and respond HBRWC sincerely apologizes for the inconvenience and delay Mr [redacted] has experiencedWe strive to provide fast and reliable service to all our customer and anything less is unacceptableThis matter is being investigated internally Our records indicate that we did send out several independent service contractors to confirm diagnosis and attempt repairsThis caused an extended delay in obtaining resolutionWe also show that this matter has been resolvedOn September 11, HBRWC offered the dollar limit for the refrigerator of $to Mr [redacted] and the offer was acceptedThis is congruent with the 'Appliance Dollar Limits Per Service Agreement' section of Mr***'s Limited Home Service Agreement ("Agreement"), due to; "DOLLAR LIMITS PER SERVICE AGREEMENT: Built in or sealed refrigeration units - $2500." Although repairs had been made to the refrigerator and costs were applied toward the dollar limit, HBRWC offered the full dollar limit amount as a gesture of goodwill due to the delays Mr [redacted] experienced HBRWC understands the trouble Mr [redacted] experienced; however his Agreement does not cover incidental costs of livingThis is per section B-of the Agreement, which states: "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." HBRWC respectfully requests that the Revdex.com close this case as the matter has already been resolvedWe thank Mr [redacted] for bringing these matters to our attention as we do take them very seriously Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate Mr [redacted] reported online he was on a septic system, however the claim was set up and dispatched under snakingMany plumbers do not work on septic systemsMr [redacted] spoke with a representative in the escalations department and realized thisA network contractor had already been dispatched but it was unknown if they worked on septic (if that was the issue)He attempted to locate a plumber that works on Septic systems but there were none in the immediate area that could service in a timely mannerThe representative offered Mr [redacted] to wait for our network contractor or locate his on contractor and offered a pre-authorization amountMr [redacted] chose to use his own contractorHis contractors invoice was receivedThe technician found it to be a snaking issue with a blockageThe pre-authorization amount has been reimbursedIt will take approximately to business days to receive the reimbursement We do apologize for any frustration or inconvenience that Mr [redacted] has experienced during the claims handling process We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the opportunity to review and respond Our records indicate on June 11, 2016, [redacted] reported the air conditioning fan seems to shut off and when it is on, there is no flow through the vents Independent service contractor, HVAC Repairs was dispatched to the home and reported there was a problem with the draining and repaired it [redacted] called in and said the problem is still not fixed and he preferred to use another company because he was not impressed with the first companyA dispatch was sent to a different contractorA representative of this department called [redacted] He has a scheduled appointment with the contractor todayHe will not be canceling his Agreement but instead will let it lapseWe acknowledge his statement concerning the back ground checks on the independent contractorsA stern criteria of the contractors we use is to provide our customers with fast, reliable and professional serviceThey are all licensed & insured HBRWC apologizes to [redacted] 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 centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 6, 2015/07/17) */ The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond HBWVA acknowledges that the three service providers that were dispatched to [redacted] 's property did not find any major failures to his air conditioning systemIn total, the contractors replaced a thermostat, added refrigerant, and noted that there was sawdust covering the furnace and blower assemblyIt was noted that the filter of the furnace was changed, but that the sawdust could have clogged the filter and affected the function of the air conditioning system prior to that change Our records indicate that [redacted] did not submit any diagnosis for recommended repairs or replacement to the air conditioning system made outside of HBWVAAs such, we regret we were not given the opportunity to review this information to determine what his contractor stated and whether any reimbursement for those repairs would be offeredInstead, [redacted] stated that he would like to cancel his Agreement On June 15, [redacted] was contacted by a manager of HBWVA's Sales Support departmentAt this time, he was advised that if he wished to cancel, he would not receive the full reimbursement amount pursuant to section F-of the Agreement which states, "If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $processing fee [redacted] Residents: Service cost(s) and $processing fee will not be deducted." We disagree with [redacted] 's statements that HBWVA representatives refused to transfer his call to a supervisor or manager [redacted] received assistance from a HBWVA manager on May 20th, May 28th, and June 15thOn June 18, [redacted] spoke with our customer service departmentWhen offered the opportunity to be transferred to a supervisor's voicemail to receive a call back within no more than hours, he declined this option stating that instead he would cancel the Agreement and contact the Revdex.comOn June 25, [redacted] was contacted by a HBWVA after stating his dissatisfaction and again HBWVA offered to transfer [redacted] to a managerHe declined this option again We regret that we are not able to be of further assistance in this matterOn June 16, HBWVA cancelled [redacted] 's Agreement and issued a pro rata refund per the terms and conditions outlined in his Service AgreementWhile further remuneration is not owed to Mr [redacted] , we none-the-less would like to thank [redacted] for bringing this to our attention so we may evaluate the matter further Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of [redacted] , Inc Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this because they are absolutely without a doubt lyingI called over times asking to speak with a manager and every time I was told that there was nothing they could doThe third service contractor came out and recommended a replacement of the HVAC system but refused to put the request in because he assured it would be denied by 2-2-homebuyers warranty never tried to contact me after the factThat is a complete and absolute lieI will not accept their response, I am requesting the full refund instead of the pro-rated refund due to lack of service from 2-This company has nothing but horrible customer reviews on their website and all social media pages, and it is evident they do not care for their customers and they use all sorts of hidden language to try to get themselves out of these agreementsThey are dishonest, and I believe the Revdex.com should consider removing their accreditation Final Business Response / [redacted] (4000, 10, 2015/08/13) */ The Office of the President at 2-Home Buyers Warranty of Virginia, Incis in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review his concerns further We apologize if Mr [redacted] feels that any of the facts reported in our initial report in errorWith this said, we have carefully reviewed Mr [redacted] 's claim and provided the information as stated in our system We would reiterate that we will not offer to refund the full cost of Mr [redacted] 's Limited Home Service AgreementSection F-of the Agreement states, ""If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $processing feeVirginia Residents: Service cost(s) and $processing fee will not be deducted." Thus we fulfilled our obligations to Mr [redacted] as stated in the terms and conditions of his Agreement Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of Virginia, Inc
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on February 22, 2017, Mr [redacted] reported tub and shower valve issuesThe independent contractor, [redacted] was dispatched and reported on the first issue; the tub and shower valve handle fell offThe contractor was authorized to make the repair The second issue was deniedThe contractor reported the homeowner was using pliers on the valve to turn the tub on and offThis stripped out the valve and a new handle cannot be applied to make the system workThe pliers made the issue worse and is not eligible pursuant to section B-of the Terms & Conditions of the Agreement when it states, "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." In Mr [redacted] ’s desired settlement he is requesting his service fee reimbursed, as a goodwill gesture, this has been doneIt will take approximately business days to receive the checkHe also is requesting the $for parts and labor for both valvesI would like to point out that the contractor was approved to repair the first valveIf the contractor has not yet made the repair, Mr [redacted] can schedule with the technician or he can call in and request a buyout for the first valveWe regret, we are unable to reimburse any amount toward the 2nd valve as it was not eligible for coverage We do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the opportunity to review and respond Our records indicate on June 6, 2016, [redacted] reported there is a persistent leak in the unit and lbslow on FreonIndependent service contractor, Adjustable Plumbing Heating & Cooling was dispatched to the home and reported the Trane air conditioner had a Freon leak in the evaporator coilIndustrial standard finds it acceptable to replace a universal evaporator coil with the original condensing unit as long as they are within specs [redacted] lives in North Carolina where government regulations follow the Air Conditioning, Heating, Refrigeration Institute (AHRI) guidelinesDue to these government regulation, in his state, the evaporator coil must match the outdoor condensing unit in brand and seer as well as being tested to be compatible While the evaporator coil is eligible for coverage because there is a failure, the replacement of the outdoor condensing unit is not eligible for coverage (no failure) This is explained in the "More Info to Know" section of [redacted] Agreement on page 5, when it states, "At times, State and Federal agencies will pass laws, or regulations, that change what is required when replacing part, or all, of a system such as heating, air conditioning, appliances or electricalWe will cover costs related to the failed item, but not costs related to the additional government requirements." This is also stated in section B-of [redacted] Agreement: "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances." On June 13, 2016, Trane notified us that the identical evaporator coil was 7-days outWe felt it best to order the Trane coil as this would save [redacted] ’s quite a bit of out of pocket cost by no having to replace the outdoor condensing unitThe below email was sent to [redacted] concerning his options “Good Evening, We have found the coil that is needed for your system however we are only able to get this in Denver which the time frame on that is 5-days outYou will have three options available to you at this time: Accept the 5-day delay Accept the cash out amount of $ We could go with a universal coil however in your state the outdoor unit would have to match brand but since the contractor didn’t report any failures with the outdoor unit that would be an out of pocket expenseWe would have to get an estimate from Adjustable on that Please call us back at [redacted] and let us know how to proceed” [redacted] did call back and accept the 5-day delay and the coil was orderedThe contractor had called on June 23, reporting they had not received the coilA call was placed to Trane and they reported it is now on back order for daysIt was later found that Trane had made an error and the coil was shipped out the next morningWhen the contractor received the coil, they stated it was too big and they could not make it fitWe confirmed with Trane this was the correct coil [redacted] was in direct contact with a supervisor to get this resolvedThe supervisor contacted an HVAC company that [redacted] has associations with and got their cost for repairA buyout was offered to [redacted] so he could move forward with his HVAC company [redacted] accepted the offer HBRWC apologizes to [redacted] 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 centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the 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 October 10, 2015, [redacted] reported his heating is not coming onAt the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely mannerWe offered [redacted] to contact his own out-of-network service contactorThe guidelines were emailed to himNumber of the guidelines states; “”2-Home Buyers Warranty will not pay for any repairs that are made without its authorization.” [redacted] located Arctic Heating & Cooling and on May 9, 2016, a faxed diagnosis was received from ArcticThe report stated the compressor running intermittently while in heating mode and seizingThere was a call placed to get the model/serial #’s as well as pricing of the outdoor unitThe contractors did not have this information and said they needed to go back to the homeThen a proposal was received for a full system replacementWe still did not have the specs of the existing system and Arctic’s cost was much higher than our costThe only failure that was the compressorWe were not able to get the cost of just the outdoor failure from ArticThis was sent to our dispatch department to locate a contractorHBRWC found availability of an in network contractor that could service in a timely mannerA representative called [redacted] and he was not interested in HBRWC sending out a new contractorHe was interested in upgrading his system to a seer and would like a buyoutA representative called Arctic to find that the system was replaced in April outside of the warranty If [redacted] would please refer to page of the Agreement under Who pays what? “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” Additionally, per Section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractorThis was also explained in number in the out of network procedures emailed to him HBRWC apologizes to [redacted] 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 centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our serviceWe are understanding of [redacted] situation and we have offered a buyoutHe has accepted our offer 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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) that went into effect December 14, 20-and applicable claimThank you for the opportunity to review and respond Our records indicate on December 19, 2016, Mrs [redacted] reported there is no hot waterThe independent contractor, [redacted] was dispatched to the home and reported the circuit boards on both tankless water heaters have shorted out which is causing the tank not to produce hot waterThe claim was called in days into the Agreement and the circuit boards on each water heater were shortedPer the Agreement under the Terms & Conditions “are in place and in good and safe working order at the beginning of the Service Agreement.” The water heater claim was denied based off the circuit boards that are unrelated to each other would not have shorted out within such a short timeMrs [redacted] disagreed and sent in a partial home inspection dated November 21, HBRWC does require the entire inspection when there is a question of eligibilityThe partial inspection mentions only one tankless water heater located in the garageUnder the comments –Water heater does deliver hot water to all necessary fixtures as tested during inspectionThe representative explained to Mrs [redacted] the entire inspection is requiredWe have not yet received the entire inspectionThe claim remains deniedIf Mr [redacted] can show us that both tankless water heaters were in good working order at the beginning of the service period by sending in the entire home inspectionThe claim will be reconsideredMr [redacted] can send the entire inspection to [redacted] Reference his work order [redacted] HBRWC would like to apologize for the inconvenience Mr [redacted] has experiencedWe look forward to hearing from him soon Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation
Revdex.com: Thank you for your help because I have no doubt that if you didn't intervene this would have continued to drag on I agreed to a buy out so we can just put this behind us Sincerely, [redacted]
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 We would refer [redacted] to our previous responseWe are not obligated to offer any compensation for consequential water damagePursuant to Section B-which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damageWe regret we will be unable to compensate her for the property damage I would like to let [redacted] know that the contractor relations department has contacted the contractor and according to the contractor, a claim has been initiated with their insurance company Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimsThank you for the opportunity to review and respond Concerning contractor availability in Mr [redacted] ’s service areaWe do regret that on occasion, 2-HBW will have limited or no approved network contractors to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do give the customer the option to locate their own contractorWe do have this right as explained in the Agreement under the Terms & Conditions, A-" If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.” Mr [redacted] has already cancelled his AgreementWe apologize his experience has led him to this decisionThe Agreement was cancelled as stated in section F of his Agreement, which states: “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term” We regret we would not refund the full years Agreement as we are not liable for such expense Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the 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 the guidelines for using a contactor out of our network were emailed to himIt makes it very clear how a homeowner is reimbursedWe regret that we will not be offering any further compensationThe rebuttal provides no additional information to overturn our decision2-HBW has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") for the property at [redacted] N [redacted] in Tucson and his applicable claimThank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that Mr [redacted] may have experiencedOur records indicate that HBRWC made multiple attempts to repair the refrigerator but that these repairs did not hold for an extended period of timeOn December 16, HBRWC offered Mr [redacted] a replacement refrigerator, a Whirlpool model WRB322DMBM, or a check for the $which was the cost of the unitOn December 22, Mr [redacted] accepted the $1,that was offeredThis payment has been processed and the check has been mailed We would like to thank Mr [redacted] for bringing his concerns to our attention as we do take these matters seriouslyHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have this matter reviewed internally due to the delay, and again would like to apologize for the delay that Mr [redacted] experienced Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) The offer to replace the fridge or provide a check in the amount of the fridge value is acceptable
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 [redacted] reported that she is not getting any air from her heat pumpThe independent contractor, [redacted] was dispatched and reported there is a crack in the condensate drain pan, underneath the evaporator coilThe information was sent to parts research to locate the drain panThe drain pan is attached to the evaporator coil and after discussion with [redacted] ***, it was determined replace the entire [redacted] handler [redacted] was authorized to replace the air handler and the air handler was ordered with an ETA of August 23, After several attempts of [redacted] contacting HBRWC and our attempts to [redacted] ***, they notified us as of September 1, 2017, they had not received the air handlerOur notes indicate this was a will call order and was ready for [redacted] to pick up locallyThe order was reopened with Lennox and [redacted] picked up the air handlerOn September 9, 2017, [redacted] contacted HBRWC and advised that he will try but did not think that the Lennox air handler will fit as it goes in the closetA list of air handlers were emailed to [redacted] to select another optionOn September 20, 2017, [redacted] said the Lennox was too large for the closet and request we order the [redacted] air handler on our listThe air handler was ordered priority 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 do not have control over their actionsWe try to do everything possible to make sure repairs are completedWe also have no control when equipment is ordered but delayed, misplaced, incorrect equipment ordered or simply not picked up by the contractorthis is explained in the Agreement under the Terms & Conditions; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.” We acknowledge that there were opportunities to provide [redacted] with better service and we work very hard to prevent situations like thisWe apologize to [redacted] ***, she did not receive the quality service that is expected from the employees or contractors assisting herHBRWC is committed to providing superior home warranty protection and customer service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Our records indicate on June 19, 2017, it was reported “online” the refrigerator was not coolingThe independent contractor, [redacted] was sent the dispatch to visit the homeOn June 21, 2017, [redacted] called in checking status and advised the representative her refrigerator has a year manufactures warranty [redacted] has are Supreme Protection where if the manufacturer does not warranty their product, HBRWC will be responsible for parts and labor for what is eligible under the AgreementHowever, [redacted] has not yet called in their diagnostics [redacted] reported that the evaporator coil is leaking and the refrigerant is low [redacted] is not a Kitchen Aid certified technician as the refrigerator has a year warranty and they are not certified with Kitchen AidThe claim was reviewed with the contractor and there was enough evidence to determine the refrigerator was not in good working order at the beginning of the Service Agreement and the claim was deniedA hole in the evaporator coil and low on refrigerant would take longer than the days that the Agreement was in effectPer the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement.” A represented notified [redacted] ’ by voice message that we would not be able to provide coverage as the refrigerator was not in good working at the beginning of the service agreementThe representative reimbursed her service feeIt is not noted that we directed [redacted] to acquire a [redacted] technicianAs a gesture of goodwill, we will reimburse the $service fee she paid [redacted] [redacted] would need to send her service fee invoice to [redacted] and reference her work order number [redacted] We regret, we are unable to reimburse any additional amountWe do apologize that we could not be of further assistance in this regard as we are not liable for such expenses Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by [redacted] *** Thank you for the opportunity to review further [redacted] notified us that she was still not getting hot water in the kitchen [redacted] went back to the home and found a leak coming from the tankless water heaterAt this time it was decided to replace the water heater 2-HBW would like to apologize for the inconvenience [redacted] may have experiencedWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted] *** Thank you for the opportunity to review furtherAn HBRWC representative contacted [redacted] on January 18, and she has received her checkWe strive to provide the best service possible HBRWC values [redacted] ***’s business and looks forward to servicing her future warranty needsSincerely [redacted] 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 I am still waiting to be refunded the money from quality but I was also upset at 2-customer service rep that canceled my initial order causing there to be a delay (a one week delay) in having tech come out Sincerely, Misty [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 January 7, 2017, [redacted] reported online, her oven is not heating up to the correct temperatureThe independent contractor, [redacted] was dispatched to the property and found the thermostat had failed [redacted] was authorized to replace the thermostat [redacted] reported on line that they completed the work on February 8, On February 21, a request for a recall was sent to [redacted] to revisit the homeOn February 22, 2017, [redacted] called in stating the [redacted] had missed there appointmentThere was a call placed to [redacted] and the office manager explained the technician had a family emergency and they would not be able to make it out for weeksWe were not able to locate another network contractor to service in a timely mannerWe do regret that on occasion, this does occurWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-“If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem," [redacted] advised us she was not able to locate a contractorOn March 2, 2017, our dispatch department located a network contractor to serviceThe independent contractor, [redacted] was dispatched to the property and reported the control board has burned outIt was found the control board is no longer available but it can be rebuiltThe contractor refused to follow the process of having the control board rebuilt even though they have contractually agreed toThe contractor was sent to our contractor relations department to address thisWe were not able to locate another contractor to pull the boardIt was decided to offer [redacted] a buyout and she accepted A board rebuild is a simple process where the contractor pulls the board and it is mailed to [redacted] [redacted] will find the root cause and repair the failureFurthermore they will assess the condition of the board and address other problematic issues including replacement of failure prone components and reworking of suspect solder joints as a preventative measureAfter the board passes a full functional test, it is mailed back to the contractor [redacted] backs their work with a year warrantyThe turnaround time is to days [redacted] states her oven had not worked since the original claim dateHBRWC was not aware of this and we had not heard any differentWe assumed the thermostat that [redacted] reports they had replaced, had repaired her oven [redacted] has also been sent to our contractor relations department to be addressThere are instances where an independent contractor will drop a claim, miss appointments, etcOther times where we do have difficulty locating a contractor to service a customer in a particular trade in a timely mannerLabor issues like this are out of our controlPer the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” However, we will promptly do everything possible to expedite the service/repair We would like to apologize for any inconvenience and delay [redacted] has experiencedHBRWC is committed to providing superior home warranty protection and customer service Her concerns enables us to make corrections and continue to improve our serviceWe value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Final Consumer Response / [redacted] (2000, 7, 2015/08/07) */ The 2-customer service called on 8/and stated that there were very subtle changes to the Duct work and contractor will refund $in few daysVendor has refunded $on Aug 5th on my credit card
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Revdex.com Case # XXXXXXXX The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mr***'s inquiryThank you for the opportunity to review and respond HBRWC sincerely apologizes for the inconvenience and delay Mr [redacted] has experiencedWe strive to provide fast and reliable service to all our customer and anything less is unacceptableThis matter is being investigated internally Our records indicate that we did send out several independent service contractors to confirm diagnosis and attempt repairsThis caused an extended delay in obtaining resolutionWe also show that this matter has been resolvedOn September 11, HBRWC offered the dollar limit for the refrigerator of $to Mr [redacted] and the offer was acceptedThis is congruent with the 'Appliance Dollar Limits Per Service Agreement' section of Mr***'s Limited Home Service Agreement ("Agreement"), due to; "DOLLAR LIMITS PER SERVICE AGREEMENT: Built in or sealed refrigeration units - $2500." Although repairs had been made to the refrigerator and costs were applied toward the dollar limit, HBRWC offered the full dollar limit amount as a gesture of goodwill due to the delays Mr [redacted] experienced HBRWC understands the trouble Mr [redacted] experienced; however his Agreement does not cover incidental costs of livingThis is per section B-of the Agreement, which states: "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." HBRWC respectfully requests that the Revdex.com close this case as the matter has already been resolvedWe thank Mr [redacted] for bringing these matters to our attention as we do take them very seriously Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate Mr [redacted] reported online he was on a septic system, however the claim was set up and dispatched under snakingMany plumbers do not work on septic systemsMr [redacted] spoke with a representative in the escalations department and realized thisA network contractor had already been dispatched but it was unknown if they worked on septic (if that was the issue)He attempted to locate a plumber that works on Septic systems but there were none in the immediate area that could service in a timely mannerThe representative offered Mr [redacted] to wait for our network contractor or locate his on contractor and offered a pre-authorization amountMr [redacted] chose to use his own contractorHis contractors invoice was receivedThe technician found it to be a snaking issue with a blockageThe pre-authorization amount has been reimbursedIt will take approximately to business days to receive the reimbursement We do apologize for any frustration or inconvenience that Mr [redacted] has experienced during the claims handling process We value his business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted] We have located [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the opportunity to review and respond Our records indicate on June 11, 2016, [redacted] reported the air conditioning fan seems to shut off and when it is on, there is no flow through the vents Independent service contractor, HVAC Repairs was dispatched to the home and reported there was a problem with the draining and repaired it [redacted] called in and said the problem is still not fixed and he preferred to use another company because he was not impressed with the first companyA dispatch was sent to a different contractorA representative of this department called [redacted] He has a scheduled appointment with the contractor todayHe will not be canceling his Agreement but instead will let it lapseWe acknowledge his statement concerning the back ground checks on the independent contractorsA stern criteria of the contractors we use is to provide our customers with fast, reliable and professional serviceThey are all licensed & insured HBRWC apologizes to [redacted] 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 centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Initial Business Response / [redacted] (1000, 6, 2015/07/17) */ The Office of the President at 2-Home Buyers Warranty of Virginia, Inc("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] We have located Mr [redacted] 's Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to review and respond HBWVA acknowledges that the three service providers that were dispatched to [redacted] 's property did not find any major failures to his air conditioning systemIn total, the contractors replaced a thermostat, added refrigerant, and noted that there was sawdust covering the furnace and blower assemblyIt was noted that the filter of the furnace was changed, but that the sawdust could have clogged the filter and affected the function of the air conditioning system prior to that change Our records indicate that [redacted] did not submit any diagnosis for recommended repairs or replacement to the air conditioning system made outside of HBWVAAs such, we regret we were not given the opportunity to review this information to determine what his contractor stated and whether any reimbursement for those repairs would be offeredInstead, [redacted] stated that he would like to cancel his Agreement On June 15, [redacted] was contacted by a manager of HBWVA's Sales Support departmentAt this time, he was advised that if he wished to cancel, he would not receive the full reimbursement amount pursuant to section F-of the Agreement which states, "If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $processing fee [redacted] Residents: Service cost(s) and $processing fee will not be deducted." We disagree with [redacted] 's statements that HBWVA representatives refused to transfer his call to a supervisor or manager [redacted] received assistance from a HBWVA manager on May 20th, May 28th, and June 15thOn June 18, [redacted] spoke with our customer service departmentWhen offered the opportunity to be transferred to a supervisor's voicemail to receive a call back within no more than hours, he declined this option stating that instead he would cancel the Agreement and contact the Revdex.comOn June 25, [redacted] was contacted by a HBWVA after stating his dissatisfaction and again HBWVA offered to transfer [redacted] to a managerHe declined this option again We regret that we are not able to be of further assistance in this matterOn June 16, HBWVA cancelled [redacted] 's Agreement and issued a pro rata refund per the terms and conditions outlined in his Service AgreementWhile further remuneration is not owed to Mr [redacted] , we none-the-less would like to thank [redacted] for bringing this to our attention so we may evaluate the matter further Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of [redacted] , Inc Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this because they are absolutely without a doubt lyingI called over times asking to speak with a manager and every time I was told that there was nothing they could doThe third service contractor came out and recommended a replacement of the HVAC system but refused to put the request in because he assured it would be denied by 2-2-homebuyers warranty never tried to contact me after the factThat is a complete and absolute lieI will not accept their response, I am requesting the full refund instead of the pro-rated refund due to lack of service from 2-This company has nothing but horrible customer reviews on their website and all social media pages, and it is evident they do not care for their customers and they use all sorts of hidden language to try to get themselves out of these agreementsThey are dishonest, and I believe the Revdex.com should consider removing their accreditation Final Business Response / [redacted] (4000, 10, 2015/08/13) */ The Office of the President at 2-Home Buyers Warranty of Virginia, Incis in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to review his concerns further We apologize if Mr [redacted] feels that any of the facts reported in our initial report in errorWith this said, we have carefully reviewed Mr [redacted] 's claim and provided the information as stated in our system We would reiterate that we will not offer to refund the full cost of Mr [redacted] 's Limited Home Service AgreementSection F-of the Agreement states, ""If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $processing feeVirginia Residents: Service cost(s) and $processing fee will not be deducted." Thus we fulfilled our obligations to Mr [redacted] as stated in the terms and conditions of his Agreement Sincerely, [redacted] Office of the President 2-Home Buyers Warranty of Virginia, Inc
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on February 22, 2017, Mr [redacted] reported tub and shower valve issuesThe independent contractor, [redacted] was dispatched and reported on the first issue; the tub and shower valve handle fell offThe contractor was authorized to make the repair The second issue was deniedThe contractor reported the homeowner was using pliers on the valve to turn the tub on and offThis stripped out the valve and a new handle cannot be applied to make the system workThe pliers made the issue worse and is not eligible pursuant to section B-of the Terms & Conditions of the Agreement when it states, "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." In Mr [redacted] ’s desired settlement he is requesting his service fee reimbursed, as a goodwill gesture, this has been doneIt will take approximately business days to receive the checkHe also is requesting the $for parts and labor for both valvesI would like to point out that the contractor was approved to repair the first valveIf the contractor has not yet made the repair, Mr [redacted] can schedule with the technician or he can call in and request a buyout for the first valveWe regret, we are unable to reimburse any amount toward the 2nd valve as it was not eligible for coverage We do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation