Blue Ribbon Home Warranty

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 wear and tear mechanical failureEXCLUSIONS AND LIMITATIONS OF LIABILITY Company has the sole right to determine whether to correct a malfunction by repair or replacementParts and replacements will be with similar quality and efficiency, except as noted in contractCompany is not responsible forany items while still under an existing manufacturer’s, distributors or other warrantyIn 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 claimThe customer should have received a sample contract at closing and we sent his copy with all his information and plan type in February after payment for the warranty was receivedI'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.comWe are willing to assist However, the claim is not covered per the contract Thank you

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 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, or Toll Free Company accepts service calls days a week, hours a dayaService technicians are chosen by Company, in its sole and absolute discretionSeller, Buyer, Investor or their Tenant agree to pay the $co-pay for each service call and are responsible for all charges, if not coveredIf technician is not available, the Company may authorize Seller, Buyer, Investor or their Tenant to contact a local technicianCompany will reimburse for authorized covered claims (minus co-pay) on invoices submitted within days of claim......EXCLUSIONS AND LIMITATIONS OF LIABILITYThe 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 repairsCompany has the sole right to determine whether to correct a malfunction by repair or replacementParts and replacements will be with similar quality and efficiency, except as noted in contractCompany 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 warrantyCompany is not responsible for the disposal of any items, including any haul-away feesThis 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 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 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 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

Initial Business Response / [redacted] (1000, 6, 2015/09/22) */ I have reviewed the customer's complaintNo error was made in how it was handled by our staffHowever, 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 settlementBecause 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 applianceI personally contacted the homeowner and she was amenable to the resolutionI'm sure if you contact her, you will learn she is satisfied with the outcome

I have contacted the customer and left a message The compressor did not fail due to wear and tear, however, in the interest of Customer satisfaction, we will be sending our contractual maximum of $minus the $copay per item Exclusions and Limitations of Liability Maximum coverage shall be up to $for each refrigerator...minus copay per service call I researched online and refrigerator compressors should last to years, many much longerThey typically have a year manufacturer's warranty on them This Kenmore refrigerator was years old manufactured in The tech said the "pistons have locked up inside the compressor." This can occur from overheating from lack of maintenance and a dirty condenserHomeowner had taken possession on 11/2/and filed the claim on 12/5/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 $to the homeowner as resolution ***

Initial Business Response / [redacted] (1000, 6, 2015/08/17) */ The pertinent parts of the contract will be referenced belowWe are honoring our contract and going above and beyondWe requested an inspection report confirming the water heater was in "good and safe working order" at the start of the coverageNone has been remitted to dateThe water heater was or years old at the start of the coverageWater heaters of that age, typically have a lot of sediment which reduces the amount of hot water availablePlumbers, typically won't offer a repair on a water heater of that age, which is the case hereThey could replace a dip tube for $or so and a control valve for $or $and not improve the performance muchHence, the recommendation for replacement due to its ageThe water heater was not producing enough hot waterIt is a capacity and/or efficiency issueWe replace water heaters when the tank failsWe can negotiate a cash settlement based on proposed repair cost if the tank is not leakingThat is usually, much less than the maximum limitIn this case, we offered the maximum less the copayWe also paid the Contractor's invoice for $which reduces our payout by that amountThe maximums are listed in Exclusions and Limitations of Liability item Capacity and efficiency are excluded under item 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 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 wear and tear mechanical failure...Limitations on coverage, terms and conditions are set forth in this contract DECLARATION 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 (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 conditionThe 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 conditionUnknown 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 forUnless an item is listed as being covered, it is excluded EXCLUSIONS AND LIMITATIONS OF LIABILITY Company has the sole right to determine whether to correct a malfunction by repair or replacementParts and replacements will be with similar quality and efficiency, except as noted in contractCompany 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 warrantyCompany is not responsible for the disposal of any items, including any haul-away fees 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, 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 utilitiesThis includes city, county, state, federal and utility regulations and upgrades required by law and cost of permits, if required, at time of service Maximum coverage shall be up to $for each gas, electrical and hot water heating system, heat pump, dual pack, air conditioner, evaporative cooler, hot tub and/or pool, $for each water heater, $for each refrigerator, $for each icemaker (icemaker repairs also count towards refrigerator or subzero maximum), $for each sub-zero refrigerator, $for each kitchen or laundry appliance ($maximum for double coverage), $for each double oven, $for each gas fireplace, $for each whirlpool tub, $for each well pump, $for septic system pumping, $for each sewage ejector pump, $for each well pump, $for roof leaks, $for lead or galvanized piping, per contract term and $for drain cleaning, minus co-pay per service callCompany reserves the right to offer cash back on any item covered by contract in lieu of repair or replacementCash outs are based on our negotiated rates with our suppliers for repairs or replacementsAccounts receivable and outstanding balances may be deducted from any claims over $ When the contract is taken in its entirety, (I've inserted pertinent parts for convenience) Blue Ribbon Home Warranty is exceeding its contractual obligationThe water heater doesn't make enough hot waterHowever, it still makes hot water and is working and not leakingHere is the Claim as it came in: WATER HEATER IS NOT PRODUCING ENOUGH HOT WATER 7/8/TW Here is the response from the Plumber that responded to the call: SOMETHING YEARS OLDNOT WORTH REPAIR Here is what our Service person offered: WE COVER $7/9/TH Here are the notes from the next day on a subsequent contact: CUSTOMER IS GOING TO INSTALL THE WATER HEATER THEMSELVESI EXPLAINED WE WOULD NEED THE RECEIPT TO REIMBURSE THEMONCE WE RECEIVE THAT WE CAN SEND THE MONEY1:7/10/JDL We are meeting or exceeding our contractIs 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 COVERAGEIt also gives us sole right to determine who does the work and whether to repair or replace TERMS OF COVERAGE ...aService technicians are chosen by Company, in its sole and absolute discretionSeller, Buyer, Investor or their Tenant agree to pay the $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 technicianCompany will reimburse for authorized covered claims (minus co-pay) on invoices submitted within days of claimSeller, Buyer, Investor or their Tenant are responsible for any trip/fuel charges that may be assessed and for missed service callsPayment should be made to the Company's service technician at the time the work is performedCompany will have no further responsibility under this contract and will not respond to any new request for service, when any previous bills are outstandingFailure to pay such fees will result in suspension of coverage until the fees are paidAt 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 $once the receipt is submittedIf there are extenuating circumstances that might affect disbursement, we'd be happy to consider thatAt the time this complaint was filed, no such circumstances were sharedI have since heard from the customer and have taken it to the Management Team for a decisionWe are inclined to help them prior to receiving the receipt, but would like a little more informationWe are already exceeding our contractual obligationPlease advise

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 $and then he actually sent an email stating she would be reimbursed $545, but, that employee didn't follwith notes in the record telling other employees what he promised This will be addressed internally I have entered and expedited a check for $to make up the difference between the $and the $ The customer has received an email from me authorizing her to cash the check for $even though it is stamped as final resolution, and we will still send the supplemental amount I am handling this one personally ***

It sounds like somebody didn't read the contract The microwave claim is from March of Here are the notes in the record from that date: RECEIVEDTHIS IS STILL ON HOLD UNTIL CUSTOMER CONTACTS US RE: THIS ISSUE 4/18/10:MICROWAVE NEEDS MAGNETRON & DIODE $TO FIXGAS RAN [redacted] COOKTOP NEEDS A SWITCH AND MODULE REPLACED $TOTAL AFTER CO-PAYTECH SAYS THAT THERE IS NO WAY TO TELL IF COOKTOP FAILED RECENTLY OR NOTAUTHORIZED TO FIX COOKTOP AFTER INSPECTION REPORT SENT INWILL OFFER $SETTLEMENT ON MICROWAVELEFT MESSAGE W/ HOME OWNER TO CALL303-995-RICHARD W/ [redacted] 3/18/11: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 RECEIVED3/18/ 11:MSAS OF 4/18/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, 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 $UP FRONT SHE DOES NOT WANT TO PAY THAT ON TOP OF THE PLANWAIVED THAT BUT LET HER KNOW THAT I WOULD NEED $UPFRONT BUT THAT IT WILL COME OUT OF THE PREMIUM 6/26/LM.!!! DO NOT TAKE ANY PAYMENTS ON THIS ACCOUNTMANAGEMENT TEAM INVOLVED12/27/17VESENDING A PAST DUE INVOICE FOR SEPT OCT NOVTHIS ACCOUNT IS ON CLAIM HOLD UNTIL THE PP PLAN IS BROUGHT FORWARDGW 11/1/9:12AM THERE HAS BEEN NO CORRESPONDENCE FROM CUSTOMER EXCEPT WHEN HE HAD A CLAIM AND HE PAID MONTH IN SEPT FOR JULY AND AUG PAYMENTS THIS WARRANTY IS CANCELLED UNLESS THE CUSTOMER PAYS REMAINING BALANCE IN FULLGW 12/2/12:55PMRegarding the refrigerator, the contract states: Appliances: Oven, ran**, dishwasher, trash compactor, buimicrowave 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**: $695-$service fee-$full pay for contract = $Customer DEMANDS to speak to the board of directors of BRHW Corp12/28/vePer EXCLUSIONS AND LIMITATIONS OF LIABILITY item 12.:Maximum covera [redacted] shall be up to $for each gas, electrical and hot water heating system, heat pump, dual pack, air conditioner, evaporative cooler, hot tub and/or pool, $for each water heater, $for each refrigerator, $for each icemaker (icemaker repairs also count towards refrigerator or subzero maximum)...minus co-pay per service callAccounts receivable and outstanding balances may be deducted from any claims over $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 diagnostic comes off her 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: ***REVISED [redacted] BUILT IN [redacted] REFRIGERATOR FREEZER SECTION IS LEAKING WATER AND NOT FREEZINGIT IS A SEALED SYSTEMPLEASE DO NOT COLLECT CO-PAY.8/11/DHT// 8/10/MSnotes dated 12/27/2017:HOMEOWNER CALLED SHE SAID SHE NEVER GOT THE AMOUNT OF THE REPAIR COSTAND SHE WANTED TO KNOW WHAT WAS GOING ONACCORDING 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 THENSHE 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 ITSHE STATED THEY TOLD HER 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 TOESCALATED TO VIK 12/27/1The Management Team was consulted on this claim/customerThe warranty has not been paid since 09/01/In order to cash out on the refrigerator, the contract has to be paid out in full: $Service charge for diag by ProServ ($60) deducted from totalCustomer will be reimbursed $329.30.notes dated 12/28/2017:Called the customer to discuss the option: 1) contract is canceledNo payment is due from her, no service/payment is due to her; 2) take the remainder of the pay for the account $from the cash out for the refrigerator (also $service charge to ProServCustomer Hung upI called back timesLeft 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 appliancesThat is addressed in cancellation and transfer This customer has continually fallen behind on payments and was months in arrears for the second time when they contacted us in DecemberShe requested direct contact with the President of the Company and we sought when that could happen We were told after January 15th, 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

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