2-10 Home Buyers Warranty

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 *** ***’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on July 1, 2016, *** *** reported online his air conditioner was not blowing cold airThe first contractor that was dispatched was non responsive to the callOn July 6,
Independent service contractor, AccuTech Home Service was dispatched to the home and reported*** *** should have received an email on the new dispatch information but after discussion with a representative, he had not been notified of the new contractorThere was a delay with AccuTech reporting the diagnostic’s due to the technician was out on medical leave and in the hospitalAccuTech had to send another technicianThe technician reported the compressor had failedThe contractor was authorized to replace the compressor and the compressor was orderedDue to the circumstances that caused this delayWe reimbursed *** *** his out of pocket costs and well as reimbursement of his service fee
HBRWC apologizes to *** *** for the experience he has had concerning the unforeseen delay to the repair of his air conditionerAlso when there is a heat wave in an area, The 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 service
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by *** ***Thank you for the opportunity to review further On July 12, the supplier, Goodman National that there were no condensing units locally and they need to transfer the unit from New JerseyThey gave us an eta of 3-daysThe contractor and *** *** were not notified of the additional 3-day delayA representative spoke to *** *** and offered her service fee reimbursed and she acceptedA call was placed to the contractor On July 19, The contractor stated he has a scheduled appointment to install the new condensing unit on Thursday 21, with *** ***A verification email was sent to *** *** relaying what the contractor had told us concerning the appointment We again apologize to *** *** for the negative experience she has had concerning the unprofessional behavior with the customer service departmentHer feedback allows our company to serve our customers betterWe are having her concerns reviewed and addressed internally so we may make corrections and continue to improve our serviceI would like to point out that for security reasons, the representatives are instructed not to give out there last namesFor identification purposes, the representatives do have an ID number that they can give out Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/12/18) */
The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located *** *** Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on October 5, 2015, *** *** reported his water heater leaking from the bottomThe independent service contractors that 2-HBW contracts with, were not available for service at the time of dispatchThe customer was offered to locate his own out of network service contractor
On October 7, 2015, his service contractor called in his findings as the water heater leaking internally and needed to be replacedA 2-HBW representative called and spoke with Mrs***It was confirmed the new water heater was installed and the contractor was paid by the ***'sThe ***'s are seeking reimbursement from 2-HBWWe requested the invoice be sent to us for reimbursementMrs*** wanted the check sent to the property they were selling since they would be there for another to weeks
2-HBW authorized for payment, but payment cannot be sent until the invoice is receivedUnfortunately the invoice was not received*** *** called back on November 16, for statusWe requested that he resend the invoiceThe invoice was received but Mrand Mrs*** had moved and the check was sent to their old propertyThe check was reissued December 1, to *** *** to his new residenceA 2-HBW representative has contacted *** *** and verified that he has received his reimbursement check
2-HBW would again like to apologize for any inconvenience *** *** may have experiencedWe respectfully ask the Revdex.com to close this case as *** *** has received the reimbursement check and this was his only concern
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 located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on June 30, 2016, *** *** reported his air conditioner was not blowing cold airIndependent service contractor, *** *** * *** was dispatched to the home and reported on July 7, that the compressor has locked up and several leaks in the coilIt was decided to do a full air conditioning system replacementThere were some non-covered charges that were associated with replacing the systemOn July 14, 2016, Mr*** called in to accept the non-covered charges and the equipment was orderedThe ETA of the equipment was July 18, On July 22, it was found the contractor had only received one of the two pieces of equipmentThere was a call to *** supply house and was found the second piece was to arrive July 25, The delay of the equipment was out of our controlThis is located in the Agreement under the Terms & Conditions E-“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.” It was confirmed the system was replaced on July 26, A supervisor called Mr*** and received his voice mailA message was leftAs a gesture of goodwill, the supervisor reimbursed his service feeIn Mr*** desired settlement concerning his out of pocket costs he incurred due to the delay of this claimWe regret we will not be offering any compensation to Mr*** for his out of pocket costSection E-of his Agreement states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
HBRWC apologizes to *** *** for the experience he has had concerning his customer service experience and the delay to his claimWe 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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claimThank you for the
opportunity to review and respond Our records indicate on June 24, 2016, *** *** reported her air conditioner would no turn onOn June 24, 2016, the independent service contractor, Carolina Coast Heating & Air was dispatched to the home and found the compressor had shorted to groundThe contractor was authorized to replace the compressor and HBRWC ordered the compressorOn June 28, 2016, *** *** called because the contractor told her that the supplier did not have the compressor orderOn June 29, this was resolved with the supplier and the compressor was ready for pick*** *** called back in stating now the contactor cannot make it out until the following week to install the compressorOn June 29, 2016, she requested to use her own contractor and she was advised and emailed the process of using an out of network contractorWe had not heard from her out of network contractor On July 14, 2016, a representative of this department contacted *** *** to see if they have had the work doneThey had their entire system replacedThe representative offered to reimburse the cost our in network contractor was charging for replacing the compressor*** *** accepted the offerHe is forwarding the invoice to a direct contact for reimbursement HBRWC apologizes to *** *** for the experience she has had concerning her hold time with the customer service department and the delay the contractor caused on the claimWhen 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 customersHer 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

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) 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 September 28, 2017, *** *** reported leaking through the ceiling in the kitchen possibly from the bathroom upstairsThe independent contractor was a no showThe contractor has been sent to our contractor relations department to address the contractorAnother independent contractor was dispatched but could not service in a timely manner
We do regret that on occasion, 2-HBW will not have an independent network contractor to service an area in a particular trade in a timely mannerWe 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, but they must call us for authorization prior to performing service."
In *** ***’s desired settlement, she is requesting her service fee waived which it wasShe is also requesting that 2-HBW be responsible for the Drywall repairThis is a Limited Service Agreement which is intended to cover breakdowns of specific items due to wear and tear onlyThe Agreement does not provide for drywall repair due to the result of consequential water damageAs stated in 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.” It does show the contractor has reported online that the work has been completed
In regards to *** *** considering the cancellation of her AgreementWe hope her experience with this claim has not led her to this decision*** *** may send a written request to ***The Agreement would be cancelled as stated in section H of her Agreement, which states: “If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process. We value her business and we look forward to serving her future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***

Complaint: ***
I am rejecting this response because: 2-contacted me, but the issue has not yet been resolvedThe contract asks the 3rd party service contractor to call 2-to provide a diagnosis, but when the contractor called 2-10, he was unreasonably put on hold for an indefinite period of timeFinally, he gave up on trying and billed me for the labor costs of trying to contact 2-This represents 2-10's de facto unwillingness to fulfill the contractSince then, I submitted a written diagnosis and a receipt for the work doneI have not gotten a response from 2-yet
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on April 2, 2018, Mrs*** reported a bathtub water test revealed pipe leaking in to her downstairs neighbors homeThe independent contractor Tom Melton Incwas dispatched and reported the basket strainer is broken and leakingIf Mrs*** would please reference her Agreement under the Plumbing section; “EXCLUDED: strainers” We regret the strainer is not eligible for coverageMrs***’s $service fee has been reimbursedIt will take approximately to business days to receive the check
We do apologize for any frustration or inconvenience that Mrs*** may have experienced during the claims handling process.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/10) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted under case number XXXXXXXX by *** ***Thank you for the opportunity to review and respondWe have located the
applicable Limited Home Service Agreement ("Agreement") and reviewed the service request in question
Our records indicate the *** *** contacted HBRWC on June 22, reporting her sump pump was not pumping water from her bathroomOn June 24, 2015, the independent service contractor A *** *** LLC *** visited the homeOn June 27, 2015, the contractor called in a diagnosis reporting there was possibly something stuck in the unit, and it did not have a ball valve or a check valveApparently, *** *** was still experiencing issues after the first visit and called the Contractor directlyNo notice was provided to HBRWC about the continuing issues or to set up a possible recall claimThis was the reason HBRWC contacted *** *** to formally set up a new service request
On June 29, 2015, *** *** contacted HBRWC stating she was still experiencing issues and inquired about the status of her service requestHBWRC contacted the Contractor to see if they could shed light on what might be stuck in the system and if the reported missing valves would be considered improper installationHBRWC was instructed to contact the technician directly but could only leave a voicemail on the technician's phoneOn June 30, and July 2, HBRWC attempted to reach the technician again but were only able to leave a voicemailHBRWC escalated the matter internally to the department that manages contractor relationships
On July 9, 2015, the Contractor finally contacted HBRWC and stated unequivocally that the unit failed due to improper installationOnce this information was received, the service request was denied and the homeowner was contacted via voicemailOn July 13, *** *** called and was explained the reason for the denial, per section E-of the Terms & Conditions of the Agreement that states, "...We are not responsible for items still under the manufacturer's warranty or improperly installed."
We apologize for any frustration or inconvenience *** *** may have experienced during the service request handling process, but feel we made every effort to obtain the information required to accurately adjudicate the claimWe thank her for bringing these matters to our attention as we do take them very seriously
Sincerely,
The Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the second technician from A Total who serviced my pump, my claim was denied immediately upon his notification of the problem of something being 'stuck' in the pump.(I found that out during my July 9th call to ask *** to contact 2-Warranty) After more than three weeks, with my constant calling, that I was advised my claim was deniedNo one called to notify me the claim was deniedIt was I who called on July and was informed of the denialA statement was made that someone had left a message at one of my numbers, however, no message was at either number and she was unable to tell me which number a message was left
The fact that the pump was improperly installed is quite ironic in that I've lived in this houseoperating that same pump since How does an improperly installed item function properly for so long is beyond my comprehension?
The pump issue is second nature to the appalling customer service received during this ordeal
This, I consider, POOR CUSTOMER SERVICEI am pleased, however, to know that this company believes in and supports their employees, even when they are incorrect and negligent
Final Business Response /* (4000, 9, 2015/09/02) */
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
The service contractor initially reported their diagnosis on June 27, However, the information that the contractor provided was incomplete, since it did not report how the sump pump was installed incorrectly, nor did it provide a price quoteHBRWC reached out to the contractor multiple times to obtain this informationMs*** was notified of the denial on the next business day after HBRWC determined that the claim was not eligible for coverageWe apologize for the delay that this caused, but did update Ms*** when we were able to do so
The diagnosis of the sump pump was that the sump pump had a foreign object stuck in the sump turbine, and that the unit had neither a check valve nor a ball valve which is a code violationThe two missing valves made the sump pump incapable of cycling correctly which caused the sump pump to run constantly until it burnt outThese valves are required in order for the sump pump to function correctly, and would have been required in just as they are nowThus while the unit may have run, it was not installed correctly and thus is not eligible pursuant to section B-of Ms***'s Limited Home Service Agreement
We apologize we are not able to be of further assistance with this matter
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday

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 July 20, 2017, *** *** reported the air conditioner is not blowing cold airThe independent contractor, *** *** was dispatched and found the system low on refrigerantThe technician charged the system and added leak sealThe same issue was occurring and the contractor was called back to the homeOn August 3, 2017, the technician reported the leak seal did not work; the evaporator coil was leaking and needs to be replaced*** *** was approved to replace the evaporator coil and a *** coil was orderedAn ETA was received from *** for 8/11/On August 14, *** *** has called as she has not heard from the contractorOn August 15, 2017, *** *** called in to advise the incorrect coil was orderedWhen we were notified of this, the representative that took the call did not follow the correct process to submit the second order which did cause a further delay in the ***’s claimDue to the incorrect order and the delay in the second order, *** ***’s service fee was reimbursedIn addition, the ***’s were reimbursed for temporary coolingOn August 25, 2017, the correct coil was ready for pickup and *** *** advised he will schedule with the homeowner for installation
We acknowledge and apologize that the delays that occurred on the incorrect original order and the second order was preventable and will have this matter investigated further internally so we may make corrections and continue to improve our serviceWe strive to provide fast, friendly and reliable service*** ***’s 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 *** 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 May 15, 2017, *** *** reported she has no hot waterAn independent plumber was dispatched and reported no failure to the water heater, the customer needs an electricianThe dispatch department was not able to locate a network electrician and requested if *** *** locate her own electricianWe do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular tradeWe 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, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured.”
On May 16, and again on May 25, 2017, the guidelines for using a contractor out of our network were emailed to *** ***We are still hopeful she will reach out to an electrician so this matter can be resolvedIn *** ***’s desired settlement, she requests her service fee for the Plumber to be reimbursedThis has been done; it will take approximately to business days to receive the checkWe regret that *** *** will need to locate her own contractor if she has not already
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 *** *** reported online No water to home, pressure low, shower will not workThe independent contractor, *** *** was dispatched but did not report their findingsOn April 26, 2017, *** *** was recalled back to the homeHBRWC requested the diagnostics from the first visitWiese paperwork showed this was a water well or water softener issue and the technician did not work on water wells/water softenerThe technician referred the customer to someone who did
On May 11, 2017, *** *** found the shower valve in the basement is not getting hot waterThe valve is slit from the inside*** *** was authorized to replace the valveThe representative called and spoke to *** *** and she advised this was the issue the entire time*** *** was being non responsive and we were looking at dispatching another contractor*** *** did notify us to explain the shower valve was on order and *** *** has been updated*** ***’s service fee has also been refundedIt will take approximately to business days to receive the check
A stern criteria of the independent contractors we utilize is to provide our customer’s fast, reliable, professional serviceWe acknowledge that there were opportunities for *** *** to provide *** *** better service and some of their delays that occurred were preventableWe were not aware that *** *** had not completed the installation of the valve
If *** *** is still considering cancelling his Agreement with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [email protected])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process.
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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on November 2, 2017, the independent contractor, *** *** * *** was dispatched and reported the blower motor had seizedNormally 2-HBW allows the contractor to supply minor components but *** requested that we supply the parts as this is a special type of motor and control module combinationThis information was sent to our supply research team to locate and place the motor and control module orderThey found the motor is on a factory backorder until December 16, Then on November 15, 2017, the supplier notified 2-HBW of the new ETA of November 21, *** *** was updated with the new ETAOn November 22, 2017, *** *** called in advising the contractor still did not have the partThe tracking number shows the parts were delivered on 11/21/at 12:08pmThe representative then called *** and left a voice message with the tracking information and to call back to confirm parts receivedThe claim was assigned to a representative in the escalations divisionOn November 28, 2017, he received an email from ***; “We are in the process of ordering the part as we had not received the 2-HBW ordered partWe will complete this job this week and the customer is aware.”
2-HBW would like to expedite every repair, but we have no control over backordered parts, factory orders or shipping of partsThis is the reason we offer a repair buyout2-HBW is not responsible for parts delays as stated in the Agreement in 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, labor difficulties or scheduling difficulties between you and the service contractor.” On November 30, 2017, the representative called *** *** to confirm if work is completeHe had to leave a voice message*** reported online that the work was completed on 12/1/
We do apologize to *** *** for any negative experience he may have had concerning our customer serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersThis will be reviewed internally so we may make corrections and continue to improve our serviceWe value *** ***’s business and we look forward to serving his future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to
review and respond
Our records indicate on August 13, 2016, Mrs*** reported multiple leaks, water is constantly running in bathroom and leaking in the basement2nd toilet feels like it’s going to fall thru the floorThe independent contractor *** *** *** was dispatched to the home and reported a new fill valve and a new flapper were installed in the toiletThe toilet was no longer leaking after the repairThere was also a question of consequential property damage from pictures received from Mrs***The contractor reported this damage was caused prior to the leak repair and is denying any responsibility for this damage
On August 25, 2016, the independent contractor *** *** *** was sent a dispatch but did not get a diagnosis and they were supposed to go back out and never didMrs*** is working with a representative of this department and has her direct contact informationIt was agreed that she can get her own contractor to diagnose the toiletMrs*** located *** *** who advised the toilet needs to be pulled and reset and possibly the flange needs to be replaced*** *** is coming back on Saturday October 22, to complete repairsMrs*** was advised that when *** *** is there with their final price to give us a call
HBRWC would like to apologize for any inconvenience Mrs*** may have experienced. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the 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 August 24, 2016, Mr*** reported online “the refrigerator is making noisesThis started after a recent heavy rains and thunder stormsAlso, have trouble with the range fan.” The range hood claim was not set up due to it was mentioned in the refrigerator claim and the system will only dispatch what is picked in the automated systemFirst off, I would like to point out that noises are not eligible for coverage per the Agreement under the Terms & Conditions E-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” In addition, the issues occurred after a stormPer E-“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, including…electrical failure, electrical surge, storms,”
A representative from this department called Mr***He stated that *** has been out and has ordered parts for the refrigerator but was not permitted to look at the range hood because he did not have a ticket for itThe representative created a work order dispatch for *** to also go out and look at the range hoodMr*** said the refrigerator works but makes a loud noiseThe *** technicians are supposed to call in when the failures are due to other than wear and tearThen we can explain to the customer why the refrigerator would not be eligibleThe technician had not called in and according to the customer he has ordered partsWe would not deny this claim unless the technician told us this was other than wear and tearWe are under the assumption the loud noise is a part that is going out and not functioning as it shouldWe ask Mr*** to call *** if he has any further delays
HBRWC would like to apologize for any inconvenience Mr*** may have experiencedWe value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the 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 July 28, 2016, *** *** reported the washer had an “SD” error
A dispatch was sent to Independent service contractor ***Before getting any information on the failureOn July 30, 2016, Mr*** stated he has been dealing with problems of the washer since JanuaryThere was a history search done on his washer and found it had been worked on previouslyWe do like to have a present diagnostics but Mr*** was going to replace the washerIt was determined to offer him a buyout and he accepted the offer
HBRWC would like to apologize for any inconvenience *** *** may have experienced. We respectfully request the Revdex.com consider this matter closed as his warranty is now canceled
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because I have had to mange this process and it has been over a month, and it is still ongoing. I called 2-to get the first part sent. I do understand that there are things that are out of HBW immediate control.....but nothing should take this long. Communication and follow-up are very poor. I expressed my desire to have a different contractor sent out of Friday 5/5/17, since the one doing my service was out of town until Monday 5/8/17. I was told that that would cost me another $60. I asked if that could be waived in this situation since it had already been almost a month. The answer was no. That was the chance for service recovery.2-HBW has offered a replacement or buyout. I went to the *** website provide by 2-10HBW and found what I wanted*** (***), which is cheaper on the website than the ** (***) model they offered as a replacement. I was told that I would have to take the ** or the buyout of $1080, which is less than the ** and ***, so I am forced to settle with the ** refrigerator. I contacted HBW a few minutes ago 5/10/to accept the replacement, but the appropriate office is closed for the day. I will contact them in the morning 5/11/
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/11/24) */
November 24,
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by *** ***Thank you for the opportunity to review and respond
We apologize
for any frustration or inconvenience Mr*** may have experienced during the service request handling process
Our records indicate Mr*** initiated a service request for his dishwasher on October 26, and it was dispatched to ***'s Appliance***'s Appliance had not immediately called in a diagnosis as they were researching a needed part that may no longer be available prior to notifying HBRWCOn November 5, 2015, the offer was made to Mr*** to locate his own out-of-network service contractor in an attempt to receive service at his convenienceThe procedures include that HBRWC would pay the out-of-network contractor per our price guidelines, as outlined in section A-2a of the Terms and Conditions of the Limited Home Service Agreement ("Agreement"), which states, "If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost)..." This does not guarantee that additional out-of-pocket costs would be incurred by Mr*** as this guideline is provided to help prepare homeowners with needed information when the option to locate an out-of-network contractor is chosen
As of November 16, 2015, HBRWC received the diagnosis from ***'s Appliance indicating that both of the dishwasher's spray arms needed to be replaced***'s Appliance advised HBRWC that repairs could be made, however the homeowner would have rather had the unit replacedWe encourage Mr*** to contact HBRWC to initiate a buyout offer for the cost of the repairs that HBRWC would have paid the service contractor to make the repairs to apply towards a replacement if he chooses to go this route
We apologize for the delay Mr*** experienced with his service request and this matter will be investigated internallyAdditionally, we have identified the individuals who explained the out-of-network contractor procedures and will address any misinformation that may have been provided during this process
We thank Mr*** for his understanding concerning this matterWe do take these matters very seriously and we thank him for bringing his concerns to our attention
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday