Blue Ribbon Home Warranty, Inc.

Initial Business Response /* (1000, 6, 2015/10/07) */
I haven't seen an inspection for this property other than the receipt for a Service Call for no cooling dated 8/1/This was not one of our techs so I thought it was for a resolution to show the furnace was in good working order...except is
said the furnace needed to be replaceThat document was sent to you in a separate email, along with the phone call from our tech acknowledging the furnace is working in heating mode, the system that is covered by a Silver Plan which is the Plan associated with this propertyIt states in our contract in Declarations: Covered items must be in place and in good and safe working order at the start of coverageBuyer and Investor shall provide Company with copy of inspection report performed at time of purchaseApproval of claims made under this contract is subject to receipt from Buyer or Investor of inspectionFailure to provide an inspection report does not void this contract and/or extend the period of coverage, but may affect the processing of and/or
payment of any claims made under this contractKnown defect or defects found at the time of the inspection are excluded from coverage until Company receives proof of completed repair
When I discussed this claim with the homeowner, he said he had the inspection and would send it to meInstead, I received an email from Revdex.com with this complaintPer the conversation with our Contractor, the furnace is fully functional in heating mode and works just fine and the heat exchanger is not crackedAnything to do with the AC and the failed relay on the control board for the AC function, is not coveredI did offer $1,toward replacement in lieu of repairIf the homeowner wishes to do the repair, that is entirely on him as it is only to fix the AC mode of the furnaceThat is not covered by a Silver PlanThis was all explainedThe homeowner has chosen to take this action in an attempt to extort money from BRHWI've sent the phone call and documents under separate emailI'm still willing to look at his inspection report, but, he has not sent it to me and regardless, the furnace worksThe blower doesn't move to high speed for the AC to operateBut the blower works just fineI have asked our Contractor to provide a confirmation that the furnace works in heating mode and the board replacement is to repair the AC to full functionalityBased on these facts, it is our opinion we have gone above and beyond to seek a win/win with our customerOur customer has chosen to seek a win for himself and a lose for BRHW by demanding we pay the maximum for his furnace replacement even though it works right now in heating, which is what is coveredWe offered $1,He wants $1,to "make this go away!" Those are his words in the phone callI cant also send that one to you if you likePlease adviseI believe this complaint is an attempt to bully us into offering him everything he wants2/of the maximum for a system that is working isn't enough to suit himHe wants 100% even though it is working except for his AC which isn't covered by his PlanPlease advise***

I am very sorry, but, had we paid the balance of the $89, meaning $- $= $the $would have also been subtracted from the Cash Settlement as our contractual maximum is $which is what we are paying If we received any billing from the technician, the would have also been subtracted because our total contractual maximum is $ That is what we are paying, in spite of the fact this isn't a covered claim Happy HolidaysOur completed contract can be viewed on the website and I'll enclose a link for you convenience: http://blueribbonhomewarranty.com/img/site_specific/uploads/brhw_sbi_sample-cont...⇄ The Declarations state we cover wear and tear of those items that were in good and safe working order at the start of the coverage when they become inoperable due to wear and tear The Exclusions and Limitations of Liability item addresses maintenance and neglect, item the maximums for various systems and appliancesWe have offered and entered our contractual maximum coverage of $ He should have the check right after ChristmasI did just speak with the homeowner and I believe he accepted this after the explanation, although he still thinks it should be more

To Whom It May Concern, I was on vacation when the original call came inI returned yesterday and have been "catching up" I've attached the original phone call from the complainant in which the process to file a complaint was reviewed with the customer and a request for a copy of the
inspection report along with the email address to send it to was given To this date, that has still not been done According to our tech, the issue with the refrigerator is a cracked reservoir for the dispensing portion and there is a hole in the evaporator We cover wear and tear The sealed system is hermetically sealed and usually has a year warranty on itA hole in the evaporator usually is caused by someone attempting to remove built up ice with a sharp implement It was not determined to be from wear and tear by our tech and, without an inspection report to refer to for confirmation it was in good and safe working order on 11/29/2016, the closing date, we stipulate in the warranty contract the technician becomes the inspector and determines if it was pre-existing and/or wear and tearHis diagnosis was that it was pre-existing and not wear and tear In spite of that, our maximum coverage for the dispensing/ice maker (which is part of the refrigerator's maximum coverage of $minus the copay of $or $695) is $ We offered a cash settlement of $even though the technician determined to us it was not a covered repairThe reservoir cracked from freezing up and the evaporator was poked with a sharp instrument or tool Neither is covered, whenever they happened We will stand by our offer of $350, which is 50% of the maximum coverage, offered in "Good Faith" since we have no inspection report on fileI've also attached other documents showing $was paid for the warranty by the Title Company taken from the Realtor's proceeds, not from the customer I also have confirmed with our IT personnel that while I was gone, we had numerous issues with our phone system Employees would answer a call and not hear anything on the other end or the phones were not working at all I will investigate the claim that a customer was purposely hung up on That is not how we do business I do know, if a customer becomes abusive, they have been instructed to transfer the call to a supervisor or ManagerIt is my understanding, that did happen once with this customer

Complaint: ***
I am rejecting this response because: very unprofessional very rude and dont care for their customersHave insurance is to insure that things will be fixed or replacedThey are refusing to do either! What's the point of wasting money on insurance when u have to replace it out of your own pocket any way
Sincerely,
*** ***

Per the contract...  Blue Ribbon Home Warranty (“Company”) will repair or replace at Company’s sole option, those systems and appliances that are covered by the terms and conditions of this contract, when they become inoperative due to normal wear and tear mechanical failure......TERMS OF...

COVERAGEService: When service is needed, you must telephone Company directly within three days after the problem is discovered, 303.986.3900 or Toll Free 800.571.0475. Company accepts service calls 7 days a week, 24 hours a day. a. Service technicians are chosen by Company, in its sole and absolute discretion. Seller, Buyer, Investor or their Tenant agree to pay the $55 co-pay for each service call and are responsible for all charges, if not covered. If technician is not available, the Company may authorize Seller, Buyer, Investor or their Tenant to contact a local technician. Company will reimburse for authorized covered claims (minus co-pay) on invoices submitted within 30 days of claim......EXCLUSIONS AND LIMITATIONS OF LIABILITY1. The Company has the sole right to select the technician to perform service, is not liable for service performed without its approval and will not reimburse the policy owner for unauthorized repairs.2. Company has the sole right to determine whether to correct a malfunction by repair or replacement. Parts and replacements will be with similar quality and efficiency, except as noted in contract. Company is not responsible for matching dimensions, brand or color of covered items or for repairs arising from manufacturer’s recall of covered items or any items while still under an existing manufacturer’s, distributors or other warranty. Company is not responsible for the disposal of any items, including any haul-away fees.3. This contract does not cover systems or appliances for repairs, upgrading or replacements required as a result of improper installation, inadequate wiring, capacity, lack of efficiency, overloads, power failures, missing parts, failure to clean or maintain, neglect, misuse, noise, rust or corrosion, parts not available, discontinued parts, fire, smoke, earthquake, storms, lightning, flood, water, freezing, roots, theft, accidents, war, riots, vandalism, settlement of earth, pest or pet damage, acts of God, conditions beyond Company’s control and any problems caused in any fashion as a result of asbestos or other toxic materials...It was determined by the tech that responded, there were bugs in the tube for the pressure switch that were blocking the tube and preventing the pressure switch from activating.  It was not a  normal wear and tear failure.  Not sure where the bugs came from or how they infested the vacuum tube.  Per the contract, if it is not a normal wear and tear mechanical failure, it isn't covered by the warranty and the customer is responsible for all charges as excerpted above for your convenience.  The customer claimed nobody told him that.  The phone calls confirmed he was told if it wasn't a covered claim, he would be responsible for all charges.  It is my understanding, the problem has been resolved and his furnace is operational again.  It was not a normal wear and tear failure and was not covered by the warranty contract.  We did cover his earlier claims on his appliances in his home without incident.

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]

Initial Business Response /* (1000, 6, 2015/08/17) */
The pertinent parts of the contract will be referenced below. We are honoring our contract and going above and beyond. We requested an inspection report confirming the water heater was in "good and safe working order" at the start of the...

coverage. None has been remitted to date. The water heater was 19 or 20 years old at the start of the coverage. Water heaters of that age, typically have a lot of sediment which reduces the amount of hot water available. Plumbers, typically won't offer a repair on a water heater of that age, which is the case here. They could replace a dip tube for $100 or so and a control valve for $200 or $300 and not improve the performance much. Hence, the recommendation for replacement due to its age. The water heater was not producing enough hot water. It is a capacity and/or efficiency issue. We replace water heaters when the tank fails. We can negotiate a cash settlement based on proposed repair cost if the tank is not leaking. That is usually, much less than the maximum limit. In this case, we offered the maximum less the copay. We also paid the Contractor's invoice for $98 which reduces our payout by that amount. The maximums are listed in Exclusions and Limitations of Liability item 12. Capacity and efficiency are excluded under item 3. The Declarations addresses the Inspection and the first paragraph of the contract says that we cover repair or replacement of those items that were in good and safe working order at the start of coverage when they fail due to normal wear and tear.
Blue Ribbon Home Warranty ("Company") will repair or replace at Company's sole option, those systems and appliances that are covered by the terms and conditions of this contract, when they become inoperative due to normal wear and tear mechanical failure...Limitations on coverage, terms and conditions are set forth in this contract.
DECLARATION
1. Covered items must be in place and in good and safe working order at the start of coverage. Buyer and Investor shall provide Company with copy of inspection report performed at time of purchase. Approval of claims made under this contract is subject to receipt from Buyer or Investor of inspection. Failure to provide an inspection report does not void this contract and/or extend the period of coverage, but may affect the processing of and/or
payment of any claims made under this contract. Known defect or defects found at the time of the inspection are excluded from coverage until Company receives proof of completed repair.
(a.) If Seller, Buyer or Investor fails to obtain a qualified inspection report, as stated above, prior to submitting a claim under this Agreement, then Company may obtain the opinion of a qualified service technician, chosen solely by Company, to determine whether the claim is the result of a pre-existing
condition. The opinion of the service technician shall be binding on all parties as to whether the claim is the result of a pre-existing and/or non-covered
condition. Unknown pre-existing conditions will be covered if, at the time
coverage began, the defects or malfunction would not have been known to the Seller, Buyer, Real Estate Agents or Home Inspector by visual inspection and/or by operating the system or appliance.
(b.) This contract only covers items within the perimeter of the main
foundation (primary systems) and/or perimeter of the attached or detached garage and only covers one of each listed item, unless duplicate systems or duplicate appliances have been paid for. Unless an item is listed as being
covered, it is excluded.
EXCLUSIONS AND LIMITATIONS OF LIABILITY
2. Company has the sole right to determine whether to correct a malfunction by repair or replacement. Parts and replacements will be with similar quality and efficiency, except as noted in contract. Company is not responsible for matching dimensions, brand or color of covered items or for repairs arising from manufacturer's recall of covered items or any items while still under an existing manufacturer's, distributors or other warranty. Company is not responsible for the disposal of any items, including any haul-away fees.
3. This contract does not cover systems or appliances for repairs, upgrading or replacements required as a result of improper installation, inadequate wiring, capacity, lack of efficiency, overloads, power failures, missing parts, failure to clean or maintain, neglect, misuse, noise, rust or corrosion, parts not available, discontinued parts, fire, smoke, earthquake, storms, lightning, flood, water, freezing, roots, theft, accidents,...
4. Company will not upgrade or pay for additional cost or expenses that may be required to complete repairs due to, but not limited to, building or zoning code requirements or violations and connection or disconnection from public utilities. This includes city, county, state, federal and utility regulations and upgrades required by law and cost of permits, if required, at time of service...
12. Maximum coverage shall be up to $1600 for each gas, electrical and hot water heating system, heat pump, dual pack, air conditioner, evaporative
cooler, hot tub and/or pool, $700 for each water heater, $750 for each
refrigerator, $250 for each icemaker (icemaker repairs also count towards refrigerator or subzero maximum), $1500 for each sub-zero refrigerator, $600 for each kitchen or laundry appliance ($1200 maximum for double coverage), $1500 for each double oven, $1000 for each gas fireplace, $800 for each whirlpool tub, $1200 for each well pump, $500 for septic system pumping, $600 for each sewage ejector pump, $1200 for each well pump, $350 for roof leaks, $250 for lead or galvanized piping, per contract term and $120 for drain cleaning, minus co-pay per service call. Company reserves the right to offer cash back on any item covered by contract in lieu of repair or replacement. Cash outs are based on our negotiated rates with our suppliers for repairs or replacements. Accounts receivable and outstanding balances may be deducted from any claims over $100...
When the contract is taken in its entirety, (I've inserted pertinent parts for convenience) Blue Ribbon Home Warranty is exceeding its contractual obligation. The water heater doesn't make enough hot water. However, it still makes hot water and is working and not leaking. Here is the Claim as it came in: WATER HEATER IS NOT PRODUCING ENOUGH HOT WATER 7/8/15 TW
Here is the response from the Plumber that responded to the call: 20 SOMETHING YEARS OLD. NOT WORTH REPAIR.
Here is what our Service person offered:
WE COVER $645. 7/9/15 TH
Here are the notes from the next day on a subsequent contact: CUSTOMER IS GOING TO INSTALL THE WATER HEATER THEMSELVES. I EXPLAINED WE WOULD NEED THE RECEIPT TO REIMBURSE THEM. ONCE WE RECEIVE THAT WE CAN SEND THE MONEY. 1:57 7/10/15 JDL
We are meeting or exceeding our contract. Is it not reasonable to expect a receipt to release funds of that amount? The contract does address the release of funds for reimbursement under TERMS OF COVERAGE. It also gives us sole right to determine who does the work and whether to repair or replace.
TERMS OF COVERAGE
...a. Service technicians are chosen by Company, in its sole and absolute
discretion. Seller, Buyer, Investor or their Tenant agree to pay the $55 co-pay for each service call and are responsible for all charges, if not covered.
If technician is not available, the Company may authorize Seller, Buyer, Investor or their Tenant to contact a local technician. Company will reimburse for authorized covered claims (minus co-pay) on invoices submitted within 30 days of claim. Seller, Buyer, Investor or their Tenant are responsible for any trip/fuel charges that may be assessed and for missed service calls. Payment should be made to the Company's service technician at the time the work is performed. Company will have no further responsibility under this contract and will not respond to any new request for service, when any previous bills are outstanding. Failure to pay such fees will result in suspension of coverage until the fees are paid. At that time, coverage will be reinstated, but the
contract period will not be extended.
Based on the above information, I would like a response from the Revdex.com review to find fault with how we handled this claim? We are still offering the full $645 once the receipt is submitted. If there are extenuating circumstances that might affect disbursement, we'd be happy to consider that. At the time this complaint was filed, no such circumstances were shared. I have since heard from the customer and have taken it to the Management Team for a decision. We are inclined to help them prior to receiving the receipt, but would like a little more information. We are already exceeding our contractual obligation. Please advise.

Initial Business Response /* (1000, 6, 2015/09/22) */
I have reviewed the customer's complaint. No error was made in how it was handled by our staff. However, I understand the customer's concern about the warranty paying the value of the appliance that is a few years old and using up coverage. ...

Per the contract, that is our call, however, it is logical that as soon as the initial repair failed, the tech should have advised the next repairs approached the value of the appliance and it would make more sense to offer a cash settlement. Because that didn't initially happen, and we paid half the cost of the value of the appliance already, in the interest of Customer satisfaction,it was decided by the Management Team to offer the full cash settlement originally available, to replace the appliance. I personally contacted the homeowner and she was amenable to the resolution. I'm sure if you contact her, you will learn she is satisfied with the outcome.

I have called the customer after researching her claim.  She has a valid complaint.  She was told by one of our employees she would be reimbursed up to $545 and then he actually sent an email stating she would be reimbursed $545, but, that employee didn't follow-up with notes in the record...

telling other employees what he promised.  This will be addressed internally.  I have entered and expedited a check for $195 to make up the difference between the $350 and the $545.  The customer has received an email from me authorizing her to cash the check for $350 even though it is stamped as final resolution, and we will still send the supplemental amount.  I am handling this one personally.  [redacted]

Please be advised, We have responded to this complaint and I believe resolved it.  Your website wasn't working so I emailed referencing the complaint and called attempting to reach [redacted] to determine if my response "qualified" as answering the complaint and letting her know via voicemail that...

Mr. [redacted] accepted my offer.  Now, the Revdex.com sends this response that we didn't respond?  Au contraire! I've attached the emails and the phone call.  jfo

It sounds like somebody didn't read the contract.  The microwave claim is from March of 2016.  Here are the notes in the record from that date:  RECEIVED. THIS IS STILL ON HOLD UNTIL CUSTOMER CONTACTS US RE: THIS ISSUE.  4/18/16 10:47 MICROWAVE NEEDS MAGNETRON & DIODE...

$350 TO FIX. GAS RAN** COOKTOP NEEDS A SWITCH AND MODULE REPLACED $225 TOTAL AFTER CO-PAY. TECH SAYS THAT THERE IS NO WAY TO TELL IF COOKTOP FAILED RECENTLY OR NOT. AUTHORIZED TO FIX COOKTOP AFTER INSPECTION REPORT SENT IN. WILL OFFER $300 SETTLEMENT ON MICROWAVE. LEFT MESSAGE W/ HOME OWNER TO CALL. 303-995-9584 RICHARD W/ [redacted].   3/18/17 11:39 MSSPOKE WITH [redacted], SHE SAID THAT SHE WOULD FAX IN THE INSPECTION REPORT WHEN SHE GETS HOME IN THE EVENING, INFORMED HER THAT I WOULD CALL HER ON MONDAY AS SOON AS THE INSPECTION REPORT WAS RECEIVED. 3/18/16  11:54 MSAS OF 4/18/16 NO INSPECTION REPORT HAS BEEN SENT.The plan was expired in February 2017, and the next contact we had from the homeowner was in June of 2017, 4 months after expiration.  Here are notes from the policy plan:[redacted] SAYS THAT SHE NEVER RECEIVED HER RENEWAL NOTICE, TO GET IT STARTED AGAIN I LET HER KNOW THAT IT WOULD BE $75 UP FRONT SHE DOES NOT WANT TO PAY THAT ON TOP OF THE PLAN. WAIVED THAT BUT LET HER KNOW THAT I WOULD NEED $75 UPFRONT BUT THAT IT WILL COME OUT OF THE PREMIUM 6/26/17 LM.!!! DO NOT TAKE ANY PAYMENTS ON THIS ACCOUNT. MANAGEMENT TEAM INVOLVED. 12/27/17VESENDING A PAST DUE INVOICE FOR SEPT OCT NOV. THIS ACCOUNT IS ON CLAIM HOLD UNTIL THE PP PLAN IS BROUGHT FORWARD. GW 11/1/2017 9:12AM  THERE HAS BEEN NO CORRESPONDENCE FROM CUSTOMER EXCEPT WHEN HE HAD A CLAIM AND HE PAID 2 MONTH IN SEPT FOR JULY AND AUG PAYMENTS.  THIS WARRANTY IS CANCELLED UNLESS THE CUSTOMER PAYS REMAINING BALANCE IN FULL. GW 12/2/2017 12:55PMRegarding the refrigerator, the contract states: Appliances: Oven, ran**, dishwasher, trash compactor, built-in microwave oven, central vacuum system (motor), refri**rator (including icemaker and dispensing equipment). Note: Double oven and or subzero refrigerator will be covered as a typical oven or refrigerator if additional fee has not been paid and are the only oven or refrigerator...There are multiple notes in the record regarding contact with the homeowner also:  Diagnostic charge (see notes - no copay due for ProServ's visit)Offered cashout of the frid**: $695-$60 service fee-$305.70 full pay for contract = $329.30. Customer DEMANDS to speak to the board of directors of BRHW Corp. 12/28/17 vePer EXCLUSIONS AND LIMITATIONS OF LIABILITY  item 12.:12. Maximum covera** shall be up to $1600 for each gas, electrical and hot water heating system, heat pump, dual pack, air conditioner, evaporative cooler, hot tub and/or pool, $800 for each water heater, $750 for each refrigerator, $250 for each icemaker (icemaker repairs also count towards refrigerator or subzero maximum)...minus co-pay per service call.... Accounts receivable and outstanding balances may be deducted from any claims over $100. More notes in the record on this claim;  notes dated 8/11/2017: resend to pro serv she is very angry she may want to use someone cheaper if pro serv char**s too much I told her the 60 diagnostic comes off her 695 max and she hung up on me per vik we will wait for her to call back to confirm she wants pro serv out notes dated 9/14/2017:Original claim description: [redacted]REVISED[redacted] BUILT IN [redacted] REFRIGERATOR FREEZER SECTION IS LEAKING WATER AND NOT FREEZING. IT IS A SEALED SYSTEM. PLEASE DO NOT COLLECT CO-PAY.8/11/17 DHT// 8/10/17 MSnotes dated 12/27/2017:HOMEOWNER CALLED SHE SAID SHE NEVER GOT THE AMOUNT OF THE REPAIR COST. AND SHE WANTED TO KNOW WHAT WAS GOING ON. ACCORDING TO THE NOTES I INFORMED HER WE WERE WAITING ON HER CALL.SHE SAID SHE DID GET TO TALK TO SOMEONE IN SEPTEMBER BUT NOT SINCE THEN. SHE IS UPSET BECAUSE WHEN WE DID THE PRE INSPECTION WE KNEW IT WAS A SUB ZERO FRIDGE AND IF IT WASN'T COVERED WE SHOULDN'T HAVE COVERED IT. SHE STATED THEY TOLD HER 695 AND THAT'S WHAT SHE SHOULD GET BUT WANT TO TALK TO SOMEONE ABOUT WHY IT IS SO LITTLE AND SAYS SHE HAS A PRETTY STRONG CASE AND SHE WILL GO TO SMALL CLAIMS IF SHE HAS TO. ESCALATED TO VIK 12/27/1The Management Team was consulted on this claim/customer. The warranty has not been paid since 09/01/17. In order to cash out on the refrigerator, the contract has to be paid out in full: $305.70. Service charge for diag by ProServ ($60) deducted from total. Customer will be reimbursed $329.30.notes dated 12/28/2017:Called the customer to discuss the option: 1) contract is canceled. No payment is due from her, no service/payment is due to her; 2) take the remainder of the pay for the account $305.70 from the cash out for the refrigerator (also $60 service charge to ProServ. Customer Hung up. I called back 3 times. Left 2 messages.We will stand by the offer to deduct the outstanding amount on the contract to release the balance for the refrigerator as noted above.  It seems customers think all they have to do is pay a portion of the premium and they can collect the maximums on appliances. That is addressed in cancellation and transfer.  This customer has continually fallen behind on payments and was 3 months in arrears for the second time when they contacted us in December. She requested direct contact with the President of the Company and we sought when that could happen.  We were told after January 15th, 2018.  The President is travelling out of the Country for the Holidays.  The Customer's response was this complaint.  We will stand by our offer which is all per the contract.  jfo

Initial Business Response /* (1000, 6, 2015/09/23) */
I have been in touch with the homeowners. It appears there is a possibility this dishwasher may be under a recall by GE. It specifically mentions the GE Profile Triton dishwasher, which is what this appliance is. They are going to email me the...

model and serial numbers and I can determine from that. Otherwise we will work through the contract with the customers. The board it needs is a discontinued part. Per the contract, we have no liability. See Exclusions and Limitations of Liability item 3. This contract does not cover systems or appliances for repairs, upgrading or replacements required as a result of improper installation, inadequate wiring, capacity, lack of efficiency, overloads, power failures, missing parts, failure to clean or maintain, neglect, misuse, noise, rust or corrosion, parts not available, discontinued parts, fire, smoke, earthquake, storms, lightning, flood, water, freezing, roots, theft, accidents, war, riots, vandalism, settlement of earth, pest or pet damage, acts of God, conditions beyond Company's control and any problems caused in any fashion as a result of asbestos or other toxic materials.
However, in the interest of customer satisfaction, we offer the value of the cost of repair as a cash settlement toward replacement of the appliance. In this case, it is $300 to $400 according to the technician. We have offered $400. I will report on the outcome as soon as we have an answer about the recall.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dishwasher is not a recall item. The exclusions as listed in the fine print were never discussed at time of sale of contract even to the point of up selling the contract to "platinum" thereby more effectively protecting my appliances and double covering the value on my choice of 3 appliances of which the dishwasher was one of them - thereby misrepresenting the coverage. We are trying to work this out and are still in discussions as to possible solutions but have not come to any definitive solution
Final Business Response /* (4000, 11, 2015/10/09) */
I received a receipt for replacing the Dishwasher from [redacted] today. He did purchase where I suggested and got a $809 dishwasher for $628. He had to pay for installation $166 with tax. We originally offered $430 based on the cost of the repair if the control board was available. By contract, if parts are discontinued, we have no liability. That is how warranties are protected against cost of repairing/replacing older appliances. Our contract is the same as everyone else, however, we do offer the value of the repair as a cash settlement. Seeing how much he spent, our Management Team offered $545, our maximum on kitchen appliances. He mentioned they doubled the coverage. I explained that even with the double coverage, because the part was discontinued, we had no liability. We were already offering more than the value of repair. I told him I would include the copay and took the amount to $600. He replied that was fair. I believe if you contact the customer/[redacted], they will be satisfied and this one can be closed as resolved. THis was added on 10/7/2015. What you sent me today is a response from the customer dated 9/28/2015 which I also agree with, we were still in discussion seeking resolution. This was the resolution. Please advise. Thank you.
Final Consumer Response /* (2000, 13, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The resolution that was achieved had the end result of replacing my irreparable dishwasher, which was what my contract entitled me too. While I had to pay the installation costs this seemed fair considering the circumstances.

I have called and left a message for the customer.  By contract:  Blue Ribbon Home Warranty (“Company”) will repair or replace at Company’s sole option, those systems and appliances that are covered by the terms and conditions of this contract, when they become inoperative due to...

normal wear and tear mechanical failure... EXCLUSIONS AND LIMITATIONS OF LIABILITY ...2. Company has the sole right to determine whether to correct a malfunction by repair or replacement. Parts and replacements will be with similar quality and efficiency, except as noted in contract. Company is not responsible for... any items while still under an existing manufacturer’s, distributors or other warranty. In this particular situation, a two year old LG Refrigerator experienced a compressor failure.  It is unusual for a sealed system to fail in the first couple years of service.  The compressor was still under the manufacturer's warranty and hence, not covered by Blue Ribbon Home Warranty.  It was not a covered claim. The customer should have received a sample contract at closing and we sent his copy with all his information and plan type in February 2016 after payment for the warranty was received. I'll attach the copy of the closing pack that was saved in our files at the time of the mailing.  A copy of the contract sent to the property is in the packet.   I've requested a call back to discuss resolution with the customer and informed him I was responding to the complaint with Revdex.com. We are willing to assist.  However, the claim is not covered per the contract.  Thank you.

I have contacted the customer and left a message.  The compressor did not fail due to normal wear and tear, however, in the interest of Customer satisfaction, we will be sending our contractual maximum of $750 minus the $55 copay per item 12 Exclusions and Limitations of Liability  Maximum...

coverage shall be up to ... $750 for each refrigerator...minus copay per service call...   I researched online and refrigerator compressors should last 8 to 17 years, many much longer. They typically have a 5 year manufacturer's warranty on them.  This Kenmore refrigerator was 5 years old manufactured in 2011. The tech said the "pistons have locked up inside the compressor." This can occur from overheating from lack of maintenance and a dirty condenser. Homeowner had taken possession on 11/2/2016 and filed the claim on 12/5/2016. He alleges he faxed in inspection report to show it was in good and safe working order.  We can't find it or never received it.  Either way, we are sending our contractual maximum of $695 to the homeowner as resolution.  [redacted]

Complaint: [redacted]
I am rejecting this response because:
I don't see how you can claim that obstruction of the pressure tube with condensation and dead bugs is not "normal wear and tear".  You seem to be saying that I caused the problem and you have no responsibility.I will make sure your other customers or potential customers are aware of your obstinance.
Sincerely,
[redacted]

Complaint: 11094041
The business and I are still working towards a viable solution to this issue. Please keep the case opened until we find common ground.
Sincerely,
[redacted]