2-10 Home Buyers Warranty

Initial Business Response /* (1000, 4, 2015/06/15) */
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 Ms***'s Limited Home Service Agreement and applicable claim
Thank you for the opportunity to review and respond
We do apologize for any frustration or inconvenience that Ms*** may have experienced during the claim handling processOur records indicate that on May 21, Ms*** reported that her air conditioning system was not blowing cold airOn May 26, the independent service contractor *** *** *** *** & *** reported that the compressor bleeding valve had failed, the condensing coil was leaking, the evaporator coil was leaking, and the secondary drain pan was rusted out
Due to the number of failures occurring at the beginning of the cooling season, the claim was initially denied for not being in good and safe working order at the beginning of the service periodThis is explained in section of Ms***'s Agreement when 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."
HBRWC did offer the customer the opportunity to appeal this decision by submitting a copy of a home inspection or an invoice from a licensed contractor showing that the air conditioning system was inspected prior to the beginning of the service periodWe thank Ms*** for her patience and for submitting such documentationThe following day it was determined that the claim was eligible and that HBRWC would replace Ms***'s entire air condition system with new *** equipment
The replacement equipment was ordered on June 2, On June 8, the parts arrived and were available for the contractorWe apologize for the delay that occurred while the parts were orderedAt the same time, we would note that section B-of the Agreement does state, "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."
On June 13, the service contractor verified that the installation of the new air conditioning system was completedWe again would like to apologize for the delay that Ms*** experiencedWe appreciate Ms*** bringing this to our attention so we may evaluate the matter further, and we look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 6, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After almost a whole month and degree weather of this the heating and air company came to up my unit in because - send my unit somewhere else that is why I had the delay low country have expressed how sorry they was for everything on their part of this- is worthless and something need to be done about it
Final Business Response /* (4000, 13, 2015/07/25) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***Thank you for the opportunity to review and respond
Again, we apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will internally review and evaluate *** ***'s statements
As the repairs have been completed and issues will be addressed, we would like to respectfully request the Revdex.com to consider this matter closed
Sincerely,
Office of the President
2-Home Buyers Warranty
Final Consumer Response /* (2000, 15, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 6, 2015/09/16) */
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*** 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 Ms*** may have experienced during the claims handling processHBRWC strives to provide fast, reliable service and anything less is unacceptableOur records have verified Ms*** statement that the first independent service contractor who was dispatched to the home received parts in a timely manner but did not contact Mr*** to schedule repairsWe do take such matters seriously and will have this evaluated internally
On August 19, Mr*** accepted cash in lieu of repairs in the amount of $which was HBRWC cost for parts and laborThis offer was made pursuant to section A-2a of Mr***' Agreement when it 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); or (iii) the "DOLLAR LIMIT" reduced by the service fee paid to the service contractor by you."
Since this amount was offered as the cost of repairs, we regret we will not be able to offer Mr*** any remuneration towards the delivery fee of his new washerSection B-of the Agreement does state that we solely determine whether covered systems will be repaired or replacedHowever, we would like to reimburse Mr*** service fee, due to the inconvenience that he experiencedMr*** may expect this second check to arrive by mail within the next 7-business days
HBRWC would like to thank Mr*** for bringing this to our attention so we may evaluate the matter furtherWe again apologize for the delay that Mr*** experienced in repairsAt the same time, we look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 8, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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”)Thank you for the opportunity to review and respond
*** ***’s renewal Agreement went into effect May 27, Our Billing records indicate that when *** *** originally wanted to cancel this Agreement, the email address he sent it to was incorrectThe original email from *** *** had the dash missing out of 2-and billing never received his original cancellation emailThis was discovered when *** *** resent his email on July *** *** has been refunded the full amount he has paid out for this AgreementThis includes the payments of $each for this Agreement and the third payment from July was voided outIn *** ***’s desired settlement, he is requesting $The prior Agreement expired on May 26, and we regret any amount paid for that Agreement will not be reimbursedIf *** *** has any further billing questions, he can call directly to accounting at ***
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 MsM***.
We would refer MsM*** to our previous response in which we indicated why there is no coverage under the Limited Home service AgreementThe email with the attached insurance information was sent to her email address at her confirmed email, December 16, at 3:pm MSTThis was just sent again
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint:
I am rejecting this response because: I believe I would should be in titled to addition punitive damages due to the negligence of my claim that was set up.Reasoning #1) When I called the 2-claims team on January 5th, I talked not only to a representative about the drywall being repaired, but due to the situation, I also called back to speak with a supervisor just to confirm this claim I had a massive 5ft by 5ft , uncovered hole that was in my bedroomNot only was it uncovered, but mind you, this is in the beginning of JanuaryI didn’t want, nor did I have the time just to assume this will be fixed needed to call back and speak to someone who could give me affirmation With that being said, It troubles me to see to a quote from 2-stating "We acknowledge there should have been more questions asked of *** *** when he requested a drywall claim set upIf these additional questions would have been asked, *** *** claim would not have been set up" After the initial phone call, I felt that I needed a confirmation from the 2-Claims team, so I called I spoke with supervisorThe supervisor not only notated that he spoke with me on the account, HE DID ask initial qualifying questions about the damage. I answered the questions and he rest assured me that the dry wall will be repaired, and the claim was still processed. Reasoning #2) Why in the world did they send out an Electrician If you notice the name of the service contractor, they SENT out Lancina Energy, Inc*** was the individual who came out to inspect the dry wall damageNot only did he own Lacina Energy, but he was very baffled on why he was dispatched because he does not work with dry wallSince he does not work with Drywall, how did he come up with the conclusion that there was water damage? Not only does this discredit *** speculation, but I have pictures of the drywallI am a very curious who came up with the conclusion that there was any waterI say this looking at the pictures I took, there are no signs of water damage at allWhen it was all said and done, I hired a licensed drywaller named *** with Safe T construction*** EVEN said “there was no sight of water damage”, and even said he” would vouch, notarize, or even sign and Affidavit stating there was no water damage near, on, or around the damaged drywall” Reasoning#3) I called to fill a Claim on January 5th, service contractor was not contacted until Wednesday, January 7th and did not come out until Friday January 9thAs it stated in 2-10’s Home Warranty guide, “We will contact an authorized, independent service contractor within hours during a business day, and within hours on weekends and holidays to assist in evaluating your request I called on a Monday, and it was not contracted out until on a Wednesday and furthermore, he was not licensed in dry wall repair what’s so ever. This about a company who doesn’t care about their clientThis is about a company who hires people outside of the contracting realm, because it is least expensive routeBecause of this run around I received from 2-home warranty, I had to wait two weeks, and pay out of pocket for an emergency dry wall repair (which cost over 500.00) and buy electric heaters, and blankets trying to compensate in the elements with a sq ft hole in the roofAs you see, it is more than “a $refund of a service fee” or a mere “ bringing the customer service issues to our attention so that we may further improve on our customer service skills”. I am asking for you to leave this case openI am asking for reasonable putative damages and costs of the merchandise I purchased Thank you,*** ***
Sincerely,
Nicholas Quiroz

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Miss ***We have located Miss *** Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate the washer was ordered through ***When the washer did not arrive, a representative sent this to parts research to locate the orderA representative contacted *** and it was explained that they did receive the order on November 14, and processed the order on November However the East Jacksonville location did not have it in stock so it had to be ordered in*** assured the representative that the washer would be delivered on December The representative called Miss *** and left a message along with a contact number for ***
We do understand how frustrating it can be without a working washer and hope Miss *** understands that there are some things that are out of our controlWe had no control over the delay in the order of the washer once it was placed through ***This is explained 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 due to obtaining parts, equipment, weather or labor difficulties.” All of our suppliers including *** are supposed to contact 2-HBW when there is a delay of an appliance so we can update the customer, but they did notOn December 21, a representative did process the work order for the service fee reimbursement but it did not reach accountingIt was processed again on December 20, and accounting has confirmed they received the work order and the reimbursement was processedIt can take up to to business days to receive the check
We apologize to Miss *** that she did not receive the quality service that she expected as 2-HBW is committed to providing superior home warranty protection and customer serviceHer feedback allows our company to serve our customers betterWe will have her concerns including the disconnected phone calls reviewed and addressed internally so we may make corrections and continue to improve our service
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:2-again has not looked at their own contractual language in paragraph I have submitted pictures of the washer and dryer and they both appear newAlso my wife used the washer over a period of days and had no problems until the 4th dayIt was then that the knocking started and the leak appearedThe repairman was unable to get the washer to leak after cycles ( he said he would note in his paperwork) also he said the knocking noise probably occurred when a shock absorber let goThe washer met the appearance test (pictures) and simple mechanical test when my wife used it over period of three days without problems.The interpretation of paragraph as used by 2-gives them an escape clause to not pay for legitimately covered repairs.I reject their response.
Sincerely,
*** ***

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
This is a limited service warranty companyWe perform a repair when one is possible, much like a manufacturer warranties their productsAs specified in the Agreement under the Terms & Conditions, section B-which states; “We solely determine whether covered systems or appliances and their components will be repaired, replaced or if payment is provided in lieu of services.”
We do understand how frustrating it can be without a working dishwasherThere are some things that are out of our controlWe have no control over the backordered part and this is the reason we offer a repair buyoutHBWRC 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.”
HBW 2-decided we will no longer wait for the backordered part*** *** was given an option of a comparable replacement or the equivalent cash buyout
We do apologize for any frustration or inconvenience that *** *** may have experienced due to the backordered part. We value his business and we look forward to serving his future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by Mr***. Thank you for the opportunity to review further
The service fee is for $We would refer Mr*** to our previous response in which we indicated the claim would be canceled as stated in section F of the Terms & Conditions of the Agreement which would be a pro rata refund regardless if a customer is not completely satisfied with the serviceOur records indicate on January 18, 2018, a contractor relations representative called to discuss the contractor, he received a voice mail and left a messageMr*** has not yet respondedIf he is still having issues, we request he call in as he statedThe contractor relations department has been notified of Mr***’s allegations that the contractor did not replace the fan motor and the contractor reported he did
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 HBRWC again apologizes to *** *** for any negative experience he has had concerning this claimIf *** *** 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 F-of his Agreement, which states: “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charge and a $processing fee.” We regret that we cannot offer a full refund of his 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 *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) that became effective September 18, and applicable water
heater claimThank you for the opportunity to review and respond Our records indicate on November 17, 2015, The *** reported the hot water heater was not producing hot waterIndependent service contractor, Majesty Plumbing was dispatched to the home and found the water heater needed to be replaced and replaced the water heater On May 4, 2016, it was reported the new water heater was leakingMajesty Plumbing was sent back out to the homeAt first, found wet carpet and believed it was a concealed leak and a leak detection needed to be doneThen reported that the water heater was leaking and needed to be replaced under Manufacturer’s warrantyMajesty declined to replace the water heater because they could not service agan in a timely mannerAnother contractor was located but our notes indicate they could not service for another week and the *** needed sooner serviceThey were offered to contact their own service contractor and the out of network contractor guidelines were mailed to them on May 8, Two of the guidelines is that we would only pay what we would pay an in network contractor and we will not pay for any repairs that are approved by usThe invoice was received and the work had been completedWe certainly understand the Gambles situation and a business decision was made to reimburse the *** the invoice amountA representative of this department spoke with *** *** and she has accepted HBRWC would like to apologize for any inconvenience *** *** may have experienced. We value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/06/15) */
The Office of the President at*** ("***") is in receipt of the inquiry submitted under case XXXXXXX by ***We have located Ms*** Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We do apologize for any frustration or inconvenience that Ms*** may have experienced during the claims handling process*** strives to provide fast, reliable service and anything less is unacceptableWe will conduct an internal review per Ms*** statements that she received unprofessional service, was hung up on multiple times, and did not receive follthroughout the claim handling processWe would like to thank Ms*** for bringing this to our attention
We regret that we will not be offering any remuneration for the $that Ms*** has requestedSection E-of Ms*** Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." *** has offered coverage for the washer since mechanical failures to the washer are listed as eligible in the Agreement
Our records indicate that Ms*** has been offered a replacement washer, and that we are waiting her decision regarding how she would like to proceedMs*** may contact our company by calling *** with questions or a decision
Sincerely,
***
Office of the President
***
Initial Consumer Rebuttal /* (3000, 6, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseI understand they are not liable for any "incidental, indirect, special, punitive or consequential damages" for a situation, however, this was a very unique, unwarranted situation
Had they not drug their feet and required so many different contractors I would not have missed so many days from work, nor would I have had to spend so much money at a LaundromatI'll give them days off work (for diagnostics & for "repair") and I'll give them trips to the LaundromatHowever, the other time was totally uncalled for, the situation should have been resolved much sooner than it was, it should not have take MONTH to resolve this problem
*** has offered to replace my washer with a Hotpoint, top load, cycle unit; however, I have a front load units, how ridiculous is that?
or
They have offered me a buy-out option of $The fair market value on a washer like mine is closer to the $range
I believe I should be compensated, fairly, for the aggravation ***'s customer service reps & managers have put me through - no one should have to deal with the mental anguish of what should have been a minor repairI have reduced the amount I'm seeking to $761.20:
Loss of wages = $
Laundry expenses = $
***/Medicine = $
Additional toward buy-out = $
I really hope that *** makes good with me, otherwise I will be reconsidering other warranty companies and possible litigation
Final Business Response /* (4000, 8, 2015/07/11) */
The Office of the President at*** ("***") is in receipt of the rebuttal submitted by Ms***We appreciate the opportunity to review this matter further
We would refer Ms*** to our previous response in which we indicated why we would not be offering coverage for the items that she listedThe terms and conditions of her Limited Home Service Agreement ("Agreement") are quite clear when they state we do not cover for incidental damages*** is not able to disregard this, as it would not be fair to other *** customers
The buyout which Ms*** was offered as made per section D-2B of her Agreement which states, "We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual cost."
As such, when cash in lieu of replacement is offered the fair market value is not reviewedWe only offer cash based on *** would pay for repairs or replacementFor this reason, the buyout offer of $will not be increased
With this said, Ms*** was also offered the option of accepting a replacement washer, a Hotpoint model HTWP1400FWWIf she accepts the replacement unit instead of the cash then it will be delivered and installed at her home at no additional cost to herselfThus, *** would recommend Ms*** consider this option if she is concerned about costs associated with purchasing a replacement unit outside of the company
We request that Ms*** contact our company by calling *** with questions or a decision regarding how she would like to proceed
Sincerely,
***
Office of the President
***

Initial Business Response /* (1000, 5, 2015/10/31) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number 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 claim handling processAs Mr*** notes in his complaint, on September the independent service contractor Air Now stated that the permanently mounted window air conditioning unit required replacement since it did not have any service ports present
The next day, HBRWC began researching to locate a comparable replacementMr***'s Agreement states that in section B-and B-that we are responsible for matching features but not dimensions when offering a replacementHowever, with permanently mounted window units, it is essential to match dimensions whenever possibleAs such it does take time to research and ensure the best match
On September 25, the equipment was ordered at Mr***'s request, but without the contractor's verificationThis should not have been ordered, as it is the responsibility of the contractor and not the customer to confirm which equipment will best suit the propertyHBRWC apologizes and notes that we will have this reviewed internally with the individuals who incorrectly elected to order the equipment
On October 1, Mr*** contacted HBRWC stating that the equipment installed did not match the features of his old unitSpecifically, the unit installed was only heating when it should have had both heating & cooling capabilitiesUpon learning this HBRWC contacted the service contractor and began researching to locate a unit with the correct featuresOn October 6, it was verified that it was not possible to obtain the exact style and brand as Mr***'s existing unit, since they were no longer being manufacturedWhile HBRWC was able to locate an alternative, there was a delay due to the contractor not returning multiple telephone calls in which HBRWC requested they review the unit that was to be ordered
Finally on October 12, the contractor verified the unit was correctThe equipment was ordered, but the contractor did not receive the equipment by the date the supply house had specifiedAs a result, on October 21, Mr*** accepted a cash buyout for $This has been authorized and Mr*** should receive the check by no later than Tuesday, November 2nd
We regret we will not be increasing this amount furtherHBRWC does not offer any monetary compensation due to delays pursuant to section B-when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
We again would like to sincerely apologize for any inconvenienceWe appreciate Mr*** bringing his concerns to our attention and 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 (“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 August 29, 2017, *** *** reported her air conditioner is not blowing cold airThe independent contractor, *** *** ** *** was dispatched to the property and reported the indoor evaporator coil was leaking*** *** requested an Original Equipment Manufacturer coil (“OEM”)The coil is a factory order which normally takes much longer for the contractor to receiveThe parts research department sent a list of coils that were close to the dimensions *** *** was requesting*** *** advised none of the coils would work and it must be an OEM coilOn September 19, 2017, the OEM coil was ordered through *** which ordered from the factoryOn September 22, 2017, *** confirmed they have received the coil from the factory and will be shipped today*** *** is working with a representative in the escalations department until completionThe representative has approved an amount for *** *** to purchase a portable Air Conditioning unit
We acknowledge that there was an initial delay of the coil order due to the parts research department not receiving the needed information for the coil from *** ***There were opportunities for 2-HBW to follow up with *** *** for the informationThe OEM coil was not available locally and had to be ordered through the manufacturer to be shipped to the contractorThe factory order caused the further delay2-has no control over the factory orderThis is explained in the Agreement under the Terms & Conditions; B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.”
2-HBW apologizes in advance if any of our customer service representative(s) assisting with her service did not seem to care about her concernsHer customer service 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 Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) that went into effect November 8, and applicable claim
Thank you for the opportunity to review and respond
Our records indicate on November 8, 2016, the same day the Agreement went into effect Mrs*** called in and asked the representative if pipe leaks would be eligible for coverage and the representative said yesMrs*** advised the leak was under the tub, within the wall and that the pipe was “spewing” waterThe representative explained to Mrs*** that her Agreement was still in pending status and therefore a claim cannot be made until it is activeThe Agreement became active and on November 14, Mr*** reported the leakThe independent contractor reported there is a hot water supply line leaking underneath the slab and it has been going on longer than the Agreements effective date of November 8,
The claim was denied based on the fact that the leaking pipe was reported on the same day as the Agreements effective date of November 8, Per the Terms & Conditions; “are in place and in good and safe working order at the beginning of the Service Agreement.” The leak was present at the beginning of the Agreement periodIn addition, Mrs*** sent in her home inspection
Summary of the Plumbing System located on page
Plumbing Water Supply, Distribution System and Fixtures--repair or replace
Hot Water Systems, Controls, Chimneys, Flues and Vents--repair or replace
As a goodwill gesture, HBRWC has reimbursed Mrs*** service feeIt will take approximately business days to receive the checkWe would like to apologize for the inconvenience Mrs*** has experienced. We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement
Sincerely,
Office of the PresidentHome 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 Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
We acknowledge, the independent contractor, All Fix Service was being non response to Ms*** and 2-HBWThis delay was preventable and All Fix Service was sent to our contractor relations department to investigate and address the contractorThere are instances where an independent contractor will be non-responsive, will delay getting back to us or will abandon a claimIssues like this are out of our controlWe had no control over All Fix Service actions when they abandoned Mrs***’s claimPer the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” Of course, we will continue to look for a solution to expedite the service
Our dispatch department attempted other contractors in the area but they were booked and could not service in a timely mannerA representative has refunded Mrs***’s service fee due to All Fix Service unprofessionalism and has requested she locate her own contractor out of our networkThe guidelines for using a contractor out of our network were emailed to herWe 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 contractorThis is explained 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.”
2-HBW apologizes for the inconvenience and delay that originated by the independent contractor assisting with the serviceMrs***’s concerns assists our contractor relations department as to the contractors that do not live up to our expectationsWe value Mrs***’s business and look forward to hearing from her contractor soon
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 30, 2016, *** *** reported her air conditioner will not turn offIndependent service contractor, Chill Out A/C & Heating was dispatched to the home and on June 3, found the system lb’s low on Freon, the technician discovered a loose valve core that was leaking and just needed tighteningOn July 3, 2016, *** *** reported issues with his air conditioner againChill Out was dispatched back to the homeThis time, the technician reported multiple problems with the indoor and outdoor unitsThe condensing coil leaking and the compressor was worn outThe indoor coil was found to also be leakingThe contractor recommended a/c system replacement but he did not have his cost breakdown or the dimensions of the evaporator coilWe did acquire all the information, the equipment was orderedOn July 12, 2016, there was a call placed to *** *** and it was confirmed the air conditioner was installed and working well HBRWC apologizes to *** *** for the experience she has had concerning her hold time and other the customer service issuesWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our service Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/10) */
The Office of the President at *** ("***) is in receipt of the inquiry submitted under case XXXXXXXX by ***We have located Mr.*** Limited Home Service Agreement ("Agreement") and applicable
claimThank you for the opportunity to review and respond
We sincerely apologize for the delay that Mr.*** experienced during the clams handling processOur records indicate that on *** 19, and independent service contractor stated that the condensing unit was void of refrigerant due to multiple leaks, and that the compressor was not operationalThat day, *** approved to have the air conditioning system replaced and ordered equipment
On *** 28, Mr.*** contacted *** to request his system be replaced with R-410A equipment, rather than the R-system that was orderedWe would note that in Mr.*** region, it is acceptable and within the parameters of local, state, and federal ordinances to replace with R-equipmentWith this said, *** did agree to replace with R-410A equipment at Mr.*** requestThis did cause a two day delay as the equipment order was changed to meet Mr.*** preferencesOn June 2, Mr.*** service contractor verified that Mr.*** air conditioning system had been successfully replaced and was cooling
We have reviewed the non-covered charges associated with Mr.*** repairs and verified that the $quoted by the service contractor is accurateThis cost was for modifications to the plenum transitional ductwork and piping which are not eligible per section B-of the AgreementThere was also fees to install pads for both units, which is not eligible per B-15, and for an electrical code upgrade which is not eligible per B-of Mr.*** Agreement
We again apologize for any inconvenience that Mr.*** may have experiencedWe thank Mr.*** for bringing this to our attention as we do take these maters seriouslyAs the repairs have been completed per Mr.*** desired resolution, we respectfully request this matter be considered closed
Sincerely,
***
Office of the President
***

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 our previous response in which we indicated the work was done without our authorizationPer the Agreement on page under Who pays what?“2-HBW will pay or reimburse you for costs that have been authorized for a covered repairService performed without prior authorization will not be paid.” This is also located in the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” The claim is not eligible for coverage as specified in the Agreement
The supervisor assigned to this case has attempted numerous times to contact *** ***’s contractorWhen contacted the contractor disconnected the callShe has also left voice messages without getting a return callWe are understanding of *** ***’s situationMoving forward with attempting to get the diagnostics from his contractor is strictly a goodwill gestureWe are considering partial reimbursement for a repair that may have been eligible for coverage but we cannot without knowing what the failure isAll we ask from *** ***, is to contact his contractor to report his findings to us or himself and forward the information or call the supervisorBoth *** *** and his contractor have the supervisor’s direct phone numberThe supervisor would appreciate a phone call back
HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service AgreementThe rebuttal provides no additional informationWe respectfully request the Revdex.com to consider this matter closed
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation