2-10 Home Buyers Warranty

Initial Business Response /* (1000, 4, 2015/08/06) */
Revdex.com Case #XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received *** ***'s inquiryThank you for the opportunity to review and respond
Our records indicate that the failures reported
for all three of *** ***'s claims were as follows:
- The microwave door latch was worn to the point it was not latching properly; set up on June 4,
- One of the refrigerator gaskets was worn out; set up on June 11,
- A gasket on the dishwasher was worn out and the float switch would not shut off; set up on June 11,
All three service requests were originally denied as the failures existed prior to the effective date of the Limited Home Service Agreement ("Agreement") of June 1, 2015, as the extent of the failures would have taken longer than four to days to occurPursuant to the Terms and Conditions #of *** ***'s Agreement, it states: "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 periodCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated."
*** *** disputed the decision made with her service requests and sent in her home inspection for HBRWC to reviewThe home inspection notes that the units appear to be in serviceable condition but does not state whether units were actually testedIn the Terms and Conditions of the home inspection report, Section 10.2, it states: "The inspector is NOT required to inspect: household appliances." As the documentation had not specified that the kitchen appliances were in good working order at the beginning of the service period, the denial decisions had remained
As a goodwill gesture to *** ***, a new homeowner with three service requests that were not eligible for coverage, HBRWC decided to provide coverage on the refrigerator as it was the most minor repairThis is congruent with Section B-of *** ***'s Agreement, which states: "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
HBRWC apologizes to *** *** for any inconvenience she has experienced during the service request handling processAt this time, HBRWC will not provide coverage on her microwave and dishwasher due to the reasons mentioned aboveWe thank *** *** for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Concerning contractor availability in Mr***’s service area for plumbersWe do regret that on occasion, 2-HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely mannerWhen 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.”
Our notes do not indicate that the service fee will be waivedThe service fee is owedthis is stated in the Agreement under Who Pays what? “You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call.”
We do apologize for any frustration or inconvenience that Mr*** may have experienced during the claims handling process
We regret, we are unable to reimburse Mr***’s service fee2-HBW has fulfilled their obligations as specified in the terms and conditions of the Service AgreementIf Mr*** has not received his check for the snaking, he can contact the accounting department at 1-866-231-and it will be tracked
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
We are rejecting this response because 2-10HBW is creatively misreading its own contract language in denying this claimThey can add all the extraneous text they want, but the contract, which we have in hand and which they acknowledged is current and correct, simply does not say what they are construing it to sayWe are certain consumers over the years with this same issue have simply accepted 2-10HBW's creative and selective interpretation of its own contract language, but it is wrong
Sincerely,
*** and *** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on February 14, 2018, Mr*** reported toilet not flushingThe independent contractor,
*** *** *** was dispatchedThe technician attempted to snake through the main clean out but pulled back rootsHe was not able to clear the linePer the Agreement under Plumbing exclusions, “EXCLUDED: drain line stoppages due to roots”
We regret that we cannot be of further assistance in this regard2-HBW 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

Initial Business Response /* (1000, 5, 2015/09/18) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We apologize for any frustration or inconvenience that Mr*** may have experienced during the claims handling processOur records indicate that Mr***'s air conditioning system was replaced on September 8, We apologize for the delay that occurred due to several contractors declining to service Mr***'s systemThe contractors utilized by HBRWC are independent companies and as such do retain the right to refuse jobsAs such, HBRWC disagrees with Mr***'s statement that HBRWC was sending different contractors in order to delay his claim or alter the claim decision in any way
We acknowledge Mr*** concerns regarding the contractors that were at his propertyHBRWC strives to provide fast, professional service and anything less is unacceptableWe will evaluate the statements made by Mr*** and have them addressed internally
HBRWC would like to thank Mr*** for bringing his concerns to our attention as we do take these matters seriouslyWe 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 rebuttal submitted by Mrand Mrs***. Thank you for the opportunity to review further
We would refer Mrand Mrs*** to our previous response in which we agreed to settle to put this matter to restWe indicated we were reimbursing the $138.05, this is less the $service fee that was previously reimbursed to them and then a $service fee that would be owed from the invoiced amountMrand Mrs*** had decided to cancel their AgreementThe Agreement has been cancelled pro-rataPer the Terms & Conditions, section HCancellation or Termination“If this Service Agreement is canceled after the first 10-days, the owner of the home at the covered address will receive a pro-rata refund of 90% unearned premium less claims paid, any other unpaid charges and a $processing fee.” This means that all claims paid out would be subtracted from the refundThe amount of $was not taken out of the cancellation refund amount of the Agreement
HBRWC apologizes to Mrand Mrs*** for the experience they have had concerning their claimWe regret that we cannot be of further assistance in this regardWe respectfully request the Revdex.com to consider this matter closed
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 *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) that went into effect November 14, Thank you for the
opportunity to review and respond
Our records indicate that Mr*** spoke to a representative on November 22, and he reported that he had his water heater replacedHe told the representative he called in November 17, but was told since we had not received the check for the Agreement, he would not be able to file a claimOur notes do not indicate he had called on November 17, Apparently a representative did not notate his accountThe representative asked Mr*** to send in the invoice for review and possible reimbursementThe invoice and picture were receivedThe pictures show rust and stainingThe Agreement went into effect November 14, It takes much longer for the metal jacket of a water heater to rust from waterIt was determined that the water heater had been leaking prior to the November 14, effective date of the AgreementIt is HBRWC policy to notify a customer as soon as practical on circumstances such as this*** *** was not informed of this, therefore it was decided to settle with Mr*** through our marketing concession reserveIt will take approxbusiness days to receive the check
HBRWC would like to apologize for any inconvenience Mr*** may have experienced. 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 by *** ***We have reviewed our file and found the *** Limited Home Service Agreement (“Agreement”) became effective November 23, Thank you
for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on December 2, 2015, *** *** reported her water heater was not producing hot waterThe independent service contractor, Darwyn’s Plumbing, Inc(“Darwin’s”) was dispatched to the property to evaluate the water heater furtherOn December 3, 2015, Darwyn’s found the pilot light would not stay lit because the gas valve has failedThe gas valve needed to be replacedDarwin’s was given approval to complete the repairs with them supplying the gas valveOn December 7, 2015, Darwin’s called us and stated they were not able to locate the gas valveThis information was sent to our parts inquiry department to see if we could locate the partThe gas valve was located and ordered on the same dayUnfortunately the part was not available locally and had to be shipped in with an eta of daysThe contractor received the part on December 10, and the gas valve was installed December 11, We empathize with the frustrations that *** *** has experienced due to the delayed repair of the water heaterWe strive to provide fast and reliable service to all of our customersHowever this delay in obtaining parts was beyond our controlIf *** *** would please reference her Agreement under the Terms and Conditions section B-9, "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." Our records indicate on the evening of December 29, 2015, *** *** reported her furnace stopped workingIndependent service contractor, Aire Serv of Edwardsville; Paddock Heating & Cooling (“Aire Serv”) was dispatched to the property to evaluate the furnaceOn January 4, 2016, Aire Serv reported there was a cracked heat exchangerDue to the furnace is years old, their recommendation was replacementHBRWC decided to replace the furnaceOn January 5, 2016, Aire Serv was authorized and the furnace information was sent to our purchasing department to orderThe furnace arrive January 8, Aire Serv called and stated the furnace that was ordered was physically too bigOur parts inquiry department found that due to the age of the *** furnaceManufactures currently do not make a furnace in the BTU range needed that accommodate the same space as their old furnaceOn January 11, 2016, between Aire Serv and our parts inquiry department, they were able to locate a furnace with the correct BTU’s that would work for the space providedThis day delay was necessary to insure the correct furnace would be orderedAgain, if *** *** would please reference her Agreement under the Terms and Conditions section B-9, "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.“ There are non-covered charges in the amount of $associated with the replacement of the new furnaceThe furnace was ordered and installed on January 12, We acknowledge that in *** ***’s complaint that she request the non-covered charges of $($ductwork modifications + $Electrical modifications + $gas line modifications + $disposal of the old furnace)Her $service fee has been refundedUnfortunately we will not be reimbursing the non-covered charges that have been paid to Aire Serv for the replacement of the furnacePlease refer to the Terms and Conditions of the AgreementThe modifications are not eligible pursuant to B-“When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensionsThe disposal is not eligible; page of the Agreement under HeatingDisposal fees are only eligible for coverage if the Supreme Protection option is purchasedThis option was not purchasedHBRWC would again like to apologize for any inconvenience *** *** may have experienced. We would like to thank *** *** for bringing her concerns to our attention as we do take these matters seriously. We look forward to serving his/her future warranty needsSincerely *** *** 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 *** ***. Thank you for the opportunity to review further
We would refer *** *** to her previous desired settlementThere was no mention of a request for reimbursement for hotel and meal costThe $offered to *** *** was strictly a gesture of goodwillThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We regret we will not be offering any further compensation to *** *** as we are not liable for such expenses
HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementWe respectfully request the Revdex.com to consider this matter closed
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by *** ***Thank you for the opportunity to review further
*** *** accepted our original offer of splitting the non-covered chargesWe regret, there will be no further concession being offeredThe supplier had made the mistake with the orderWe would not be aware of this unless we are notifiedPer 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.” The service fee was reissued to *** *** on August 3, and he should receive it within a weekWe again apologize for any frustration or inconvenience experienced during the claim handling processHBRWC respectfully requests the Revdex.com close this matter as the air conditioner has been repaired per 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 *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on October 4, 2016, Mr*** reported his frid** is not coolingThe independent contractor reported the evaporator coil keeps freezing upThe technician replaced the icing kit twice and the unit keeps freezingThis is a ** Monogram and the technician cannot determine the cause of failureHe recommended sending a ** certified technician outThe only certified network contractor for ** in the area is the independent contractor, ***They were dispatched on October 11, but there soonest availability was October 25, It is understandable Mr*** did not want to wait this longHe told the representative he was going to find his own contractorA representative later called Mr***He decided to stay with the *** appointmentThe *** technician has to order the partsA call was placed to *** and found the repairs are scheduled for November 7, Due to this delay, Mr***’s service fee has been reimbursed*** was not able to repair Mr***’s refrigerator on this visitA represented of this department is working directly with Mr*** and he has the representative direct contact informationMr*** will be going out of our Network to locate a ** certified technician that will be able to make the repair in a timely manner*** has been sent to our contractor relations department to investigate and address
HBRWC would like to apologize for the inconvenience Mr*** has experienced due to the delay of his claimWe look forward to hearing from his contractor soon
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: We had our zone controller board replaced at our costToday it burnt out againEverything was fixed by *** *** Heating & Cooling on the 14th*** *** came out to trouble shoot what might have caused it and to replace our board again as wellInitially it was thought that the Thermostat had shorted out the systemAfter installing the new zone control circuit he was hooking the orange wire to the zone controller board and as soon as he was connecting it he heard the board started to crackleHe immedaitely disconnected itAt this point there was no thermostat hooked up to itHe then tested the orange wire110v was running through itThis wire comes directly from the outside unitHe went out to inspect the outside unit when he opened the wire covering the circuit board for the Lennox unit outside was fried which is why there was not AC working it could no longer siwithc to cold airAll three floor were blowing hot airBefore the system went outWires where shorting at in the circuit board and sending feedback to the HVAC on the 3rd FloorThis is what fried the system initially so it was never the circuit boardThis was not caught by any other company It was also what we initially first put the claim in as it being the outside unit.When we initially put the claim in it was for the outside unitWe were assigned *** ***When we called them they made a diagnosis over the phoneWe had mentioned the outside unit making a very loud crack whenever it was turned onWe were told that “it didn’t sound like and HVAC problem it sounds like you need an electrician” We were also told it would take days for someone to even come look at itSo no one came and looked at it but diagnosed it over the phoneWe called 2-back to request and electrical and this is where the whole process started*** who said it was working, Electrician who never actually tested anything just told us it was HVAC. I am currently waiting on the report from *** ***This is still irritating the we made the initial complaint about the outside unit and everything else just happened to be subsequentThe HVAC has been properly wired per the invoice date below I had put in a request for cancellation Im not sure when thats effective but since this is the same issue could there still be something done about it since it was our initial complaint
Sincerely,
*** ***

Revdex.com:
I have spoken with *** at 2-Home Buyers and she informed me to resubmit the invoiceMy question to their response is, if they knew it was a plumbing issue that they were not going to cover why did 2-Home Buyers contact Magnolia Roofing in the first place? Why didn't they tell the homeowner that the repair would not be covered and close the fileI will resubmit the invoice and wait to see if they make good on their word to pay.
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on August 10, 2016, *** *** reported there is an electrical wiring issueIndependent contractor, *** *** was sent a dispatchOn August 29, 2016, Mr*** called in to cancel*** *** never came out to diagnose so he had the work done outside of the warrantyA supervisor called Mr*** and he has decided not to cancel his Agreement but wanted to express his concern about the hold time he experienced
HBRWC apologizes to Mr*** for the experience he has had concerning the customer service department and hold timeWhen there is a heat wave throughout the United States, this can create higher than call volume in the call centerWe have increased our staff due to the ongoing heat waveWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers
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 *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on December 22, 2016, Mr*** reported online the range would not turn onA contractor was located and accepted the dispatchOn January 13, Mr*** called in stating that the contractor had left a muffled voice mail and he would like another contractorAt the time of the requested additional service, there were no other contractors availableThe representative offered Mr*** to locate his own contractorThis is 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 serviceYour service contractor must be licensed and insured."
Mr*** was not able to locate a contractor eitherA representative of this department contacted Mr***, requested the model & serial number and to discuss the symptoms of the rangeOur in house appliance expert reviewed the issue of the ovenAll indications point to the range would need another control boardThe control board was no longer availableIt was decided to offer Mr*** a new range or a replacement buyoutMr*** accepted the replacement buyoutThis matter has been resolved satisfactory with both parties
HBRWC would like to apologize for the inconvenience Mr*** had experiencedWe 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 rebuttal submitted by *** ***. Thank you for the opportunity to review further
A representative in the dispatch department located a contractorLeft a voice message with *** *** with the contractor informationA representative of this department called and spoke to *** ***She confirmed that the contractor has installed the microwaveAs a gesture of goodwill, the representative refunded her service feeIt will take approximately to business days to receive the check
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/06/18) */
The Office of the President at*** of Virginia, Inc(***") is in receipt of the inquiry submitted under case number XXXXXXXX by *** We have located Mr*** Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
Our records indicate that on *** 12, the independent contractor *** Street *** stated that Mr*** air conditioning system was void of refrigerant due to leaks in the evaporator and condensing coils*** did research the parts to determine whether the system would be repaired or replaced pursuant to section B-of our Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
On *** 19, 2015*** determined that the system would be replaced and upgraded to new R410A equipmentThere was $in non-covered charges associated with the system replacement, which Mr*** acceptedThe equipment was ordered on *** 22, with an estimated time of arrival for May 27, On *** 31, the contractor reported they had not received the equipmentThe equipment was reorderedOn June 2, the contractor stated that they completed installation and the new air conditioning system was operational
We do apologize for any inconvenience that Mr*** may have experienced during the claims handling processAfter performing the necessary research,*** did determine that the system would be replaced, per Mr*** requested resolutionWe appreciate Mr*** patience during the research processAdditionally, we would like to thank Mr*** for bringing this to our attention for further review, as we do take his concerns very seriouslyWe look forward to serving any future warranty needs that may arise
Sincerely,
***
Office of the President
*** of Virginia, Inc
Initial Consumer Rebuttal /* (2000, 8, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I contacted the*** during the issue when I was told by*** that they were going to find parts for a system that was over years oldThe contractor from *** Street immediately rocognized the AC unit as outdated and in his initial report back to*** requested the unit be replacedI contacted the*** when*** told me they would not replace the unitAll of this while my wife, children and dog were stuck in extreme heat conditionsSome of the people were very rude that spoke to me on the phone and finally....when they did agree to replace the unit they costed me days leave because they didnt order the right partI expect more professionalism and thoroughness from a company in customer serviceIt was a very stressful process to say the leastThis warranty company had an opportunity to encourage its customer that they will do what they can to get me back up and running as soon as possible but it failedThe message I received initially was that cost was most important to them and they were going to do all they can to spend the least amount even if that meant my family had to wait and sufferHowever, yes the situation is now resolved

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) that went into effect August 25, and applicable claimThank
you for the opportunity to review and respond
Our records indicate on September 12, 2016, it was reported online there was a concealed issue in the converted bedroomIndependent contractor *** *** *** *** *** *** was dispatched and reported the leak on the main water line in the concrete slab in the family room is leakingThis claim was originally denied because the failure was noticed days into the Agreement and it was determined this leak occurred prior to the Agreement going into effectThe home inspection was receivedThe claim was overturnedThere is a $maximum on concrete encased claimsThe claim was maxed out at $and paid to the contractorA senior supervisor contacted *** *** and confirmed that the repairs have been completed and resolved
HBRWC apologizes to *** *** for the experience she has had concerning his hold time with the customer service departmentThere was a heat wave at the time throughout the United States, this created higher than wait time in the call centerThis issue have increased our staffWe 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 PresidentHome Buyers Resale Warranty Corporation

Since our previous submission, we have sent a complaint letter to 2-via certified mail and email (last Wednesday), but have heard nothing back regarding itWe did receive a phone call Friday from the manager of *** *** ***, who reiterated the company's offer of $and added that
she could "waive the service fee of $100", which would make the total amount $I said that our letter explained why this was not a satisfactory amount, but she said she had not read the letter, though she knew it had been receivedShe also said she had reviewed recordings of our previous phone calls with 2-but did not recall the dates of them or any details about what was saidI did not accept the $1600, which I assumed was intended as a final settlementWe have not heard from the company since then

HBW File No.: NC139421-2-Home Buyers Warranty (“2-HBW”) is the administrator of the 2-New Home Warranty Program. However, the warranty itself is the builder’s warranty, and the builder is primarily responsible for making warranted repairs. As the
administrator, HBW handles the intake of service requests from the consumer and works with the builder and the consumer to administer the warranty terms and to coordinate warranted repairs. This process sometimes involves coordination with subcontractors and others, who may actually be responsible for completing the repair workThe warranty in question is a one year workmanship warranty with an effective date of October 31, to October 31, The consumer filed a service request with HBW for warranty work within the applicable warranty term on October 12, 2015. HBW responded to the consumer’s service request with a written response via e-mail within one business day of receipt of the service requestHBW also immediately informed the builder of the actions required of the builder to make repairs using the Construction Performance Standards outlined in the warranty bookletHBW is available to assist the consumer and the builder with the warranty process, but the builder has the responsibility to work with the consumer to actually schedule and complete the work. Over the last few months HBW has received updates by the consumer stating the warranty repairs were incomplete and our office immediately notified the builder of the pending repairsAfter our office received the Revdex.com complaint we contacted the builder for an update relating to the consumer’s fileOur records indicate we were notified by the builder on April 13, that all repairs have been completed to the consumer’s homeAs confirmation, our office emailed a letter to the parties stating repairs were complete and the file would be closedWe apologize for any inconvenience the consumer may have experiencedWe do appreciate Mr*** bringing this matter to our attention