2-10 Home Buyers Warranty

Our records indicate on May 28, 2016, *** *** reported her air conditioner was not blowing cold airAt the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely mannerThe representative offered to continue looking
for a contractor or she could contact her own out-of-network service contactor*** *** chose to use her own contractor. She located Your Comfort ServicesThe technician reported the air conditioner was completely out of Freon and there is a possible leakThe technician had not identified where the leak wasWe attempted several times for an updated diagnosisThey technician found a leak in the condensing coilHe recommended system replacementThe only failure was the condensing coilWe were not able to get firm pricing from the company but his estimates were way above the cost we would pay an in network contactor to replace the coilHBRWC found availability of an in network contractor that could service and they were dispatchedIf *** *** would please refer to her Agreement under the Terms & Conditions B-“We reserve the right to obtain an additional opinion at our expense.” The independent contractor, Proficient Air was dispatched to the home and found the system out of FreonThe technician did a nitrogen leak test and found pinhole leaks in the coilThey were authorized to add super sealAdding super seal to a system is a technique that many contractors use to repair small leaksThis is a proper acceptable repairA call was placed to Proficient Air, they have a scheduled appointment with *** *** on July 29, HBRWC has requested a report after the seal is addedIf *** *** is still having the same issue with her air conditioner, we encourage her to notify usThe service fee would be waived if the same issue occurs within the Agreement period *** *** mentioned in her complaint, she wants to be paid for the hours she spent dealing with this and her original contractor to be paid for his time on holdWe regret that we will not be offering any compensation for the inconvenience incurredIf she would please refer to her Agreement, Section B-which 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 she has had concerning her hold time with the customer service department and the delay to her 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 service 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 simply by the fact that I do not want to spend any more time or energy dealing with this issueThey clearly did not understand that the only reason the "independent" technician contacted them at all was because I was calling him and the warranty company in order to expedite the processHe may be an "independent" technician but 2-hired him on their behalf making him an extension of their company and represent the values they believe in with regards to customer serviceI only accepted the offer because I had already spent so much time dealing with the issue that any further effort seemed like a waste of timePer my previous statement, I have no intention of continuing to contact this warranty companyI will however be posting to yelp and other review outlets about my terrible experience.Please forward this response to 2-warranty
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 June 10, 2016, *** *** reported his air conditioner was not blowing cold airIndependent service contractor, A+ Heat & Air was dispatched to the home and found the contactor had failed*** *** was still having issues, so A+ Heat & Air returned to the home and reported that now the control board has shortedA+ Heat & Air refused to replace just the control board or replace the air handler which houses the control boardThey advised us that just replacing the air handler would not be compatible to the existing condensing unitIt was confirmed by our in house specialist that a new air handler would be compatible with the existing condensing unit It was decided to dispatch Air MedxThe technician reported that A+ Heat & Air wired improperly and blew the fuse on air handler, the control board, wiring harness plug, & transformerIt was decided to replace the air handler at this timeA+ Heat & Air has been passed along to our contractor relations department to investigate and address the contractor’s workmanshipIndependent contractor Webb’s Heating and Air was called to install the new air handlerWe are understanding of *** ***’s situationAs a goodwill gesture, HBRWC picked up the costs that typically would have been his expense, assisting in his cost for his window unit and his service fee has been refunded We acknowledge and apologize that some of the delays that occurred were preventableWe also apologize for the hold time with the customer service department. When 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 customers Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Revdex.com:
2-resolved the matter in a quick and timely matter, although some of the information regarding the timeframe provided in their resolution was inaccurateI am very satisfied with their prompt and professional resolution
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
Mr*** renewed his Agreement, number *** “online” in December for the pay planWhen not requested otherwise by the customer, accounting will automatically start taking the monthly payments outMr*** can call into our accounting department at 1-866-231-and reference his Agreement numberAccounting would be happy to stop the automatic payment withdrawals until the Agreement is in force
Concerning the HVAC Tune-Up, we would refer Mr*** to our previous response in which we indicated the Agreement stipulates when the inspections are conductedUnfortunately, the coverage was not purchased on his existing 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”) and applicable claimThank you for the
opportunity to review and respond
Our records indicate on August 26, 2016, *** *** reported his air conditioner will not turn onThe independent contractor, *** *** *** * *** *** reported: “the condenser fan motor is seized but the condenser coil is beat flat and basically destroyed not allowing air through.” In order for coil fins to flatten, this must occur due to an outside force and is not wear and tearThe lack of air flow caused the condenser fan motor to failThe claim was denied based off of the Agreement, under the Terms & Conditions; B-“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): misuse or abuse,” The contractor did forward pictures of the flatten fins on the coilSee attached
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 AgreementWe 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
respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on January25, 2016, *** *** reported his water heater was leaking at the bottomIndependent service contactor A Total Plumbing was dispatch to the home to evaluate the water heater furtherOn January 2, 2016, A Total Plumbing reported the Pressure Regulator Valve had failed allowing too much water pressure into the homeThis caused consequential damage to the expansion tank and the T&P valve (both leaking)It was explained to Mr*** that the failures were consequential to the Pressure Regulator Valve and therefore not coveredPursuant to the Terms & Conditions B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” A representative of this department called and spoke to Mr***We discussed that it is possible the expansion tank and T&P valve could have started leaking due to wear and tear since no other plumbing leaks were occurring in the homeIt was explained to him that expansion tanks are not eligible for coveragePursuant to the Terms & Conditions of the Agreement “We provide service for covered systems and/or appliances: are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service”This means that since expansion tanks are not listed as covered, they are not covered regardless if they failed due to wear and tearHe understands he is responsible for this costHowever, HBRWC as a matter of compromise will be reimbursing Mr*** for the T&P valve which is an eligible item in the AgreementIn addition, as a gesture of goodwill, his service fee is being reimbursedMr*** has accepted our offer and he finds this offer satisfactory HBRWC values each business relationship we have with our customersWe again apologize for any frustration or inconvenience experienced during the claims processWe take these matters very seriously and we thank him for bringing these concerns to our attentionWe look forward to serving his 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 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 11, 2016, Mr*** reported “a burning smell, caught on fire, Interior liner melted while microwaving an item the interior top of the microwave melted and began to burnA small hole in the interior of the microwave was burned through.” The independent contractor *** *** was dispatched to the home and reported, the customer was microwaving popcorn and heard a loud popping soundThe technician saw that there was a hole in the interior lining that exposed metal to the microwave
If a fire starts inside the cavity of the microwave and damages the interior lining, the interior lining would not be eligible for coverageThe contractor reported no other issues to the microwave that would have caused the fireConcerning Mr***’s statement “the fire was not due to a failure in the lining, rather the lining failed because of the fire.” Per the Terms & Conditions B-“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)…fire,”
HBRWC would like to apologize for any inconvenience Mr*** has experiencedWe 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 Ms***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate we have received to contractors diagnostics from Ms***’sThe first contractor reported substantial leaks in the outdoor condensing unitWhen the contractor attempted to switch the unit into emergency heat, the tech found the wiring was improperThe contractor recommends replacing the entire system as it was beyond repairThe representative denied the claim due to improperIt is noted we would like more information from the contractor
Ms***’s second opinion contractor also reported massive leaks to the outdoor heat pumpThe system is completely void of refrigerantThe unit is covered in rustThe claim was again denied but for pre-existingThe Agreement went into effect October 30, and the claim was called in on November 21, With the large unrelated multiple leaks and rust, it is clear that Ms***’s system was not in good and safe working condition at the time the warranty went into effectPer the Agreement under the Terms & Conditions; “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 period.”
It should be pointed out that Ms***’s air conditioner is a *** system and the equipment is still under Manufactures Warranty (“MFW”)*** HVAC systems have a minimum year warrantyThe outdoor condensing unit serial Number=*** The and the represent the year in which it was manufactured (2013)The L represents the month (October)Her system should still be under MFW until October The W just represents where it was manufactured (Wichita)The indoor is also under MFW until MayShe may consider contacting ***I am surprised her contractors did not tell her this
We do apologize for any frustration or inconvenience that Ms*** 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 Ms***We have located Ms***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on July 4, 2017, Ms*** reported “online” “Leak below kitchen sink, unable to find brand/model information and it appears to be leaking from the actual handle”The independent contractor, R and J Plumbing was dispatched to the property and reported the handle was leaking and the cartridge would need to be replacedThe customer’s agreement does not have faucet coverage and it was explained the cartridge was not eligible for coverage
Then on September 2, 2017, we were notified by Ms*** that pipes are leaking under the kitchen sinkThe independent contractor, Budget Plumbing and Drain Cleaning was dispatched and reported online “tightened up packing nuts on kitchen cold side of valve, no more leaking.” Ms***’s Agreement expired on October 6, Ms***’s Agreement has a day guarantee as stated in the Agreement; “What is the 2-HBW Service Guarantee? You will not be charged a new service fee if the same part that was serviced by 2-HBW fails again within the term of the Service AgreementService performed within the last days of the Service Agreement will be guaranteed for daysMs*** did renew her Agreement but this service guarantee does not carry over to the new Agreement, so the representative told her another service fee would be do
A representative of this department, called Ms*** and came to a mutual understandingOne of her service fees has been reimbursedIt will take approximately to business days to receive the check. A contractor has been dispatched to the property to reassess the leak under the sinkWe do ask that Ms*** call in, if she is still having issues with her jetted tub as the contractor did report last July that repairs were completed
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”) which was effective from February 6, to February 6,
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 there were claims placed within this timeA roofing claim and a plumbing claim, both placed on November 6, On November 6, *** *** reported a leak at the kitchen windowThe independent service contractor Village Roofing was dispatched to the property to evaluate the claim furtherThe technician found leaks, a roof leak in the garage where the flashing has failed and the one over the window where it needs to be caulkedWe regret these issues were not eligible for coverageIf *** *** would please see page of the Agreement“Roof Leak Repair: Water leaks must occur in the roof located over the occupied living area (excluding garage), provided the leaks are the result of rain and/or wear and deterioration and the roof was watertight and in good condition at the effective date of coverage.” In addition, the caulking of the window is not a roofing issueCaulking is excluded under the Plumbing section as well as the sprinkler system on page of the Agreement “EXCLUDED: ….caulking, grouting, lawn sprinklers”On November 6, *** *** reported a leak underneath the sink in the kitchenIndependent service contractor, 1st Choice Commercial and Residential Serv(“1st Choice”) was sent the dispatchOn the same day, 1st Choice called *** *** and left a message to set an appointmentOn November 17, 2015, 1st Choice reported that *** *** cancelled the serviceWe regret, we will not be refunding the charges she has requestedWe again apologize for any inconvenience that *** *** may have experienced as we do take these matters seriouslySincerely, 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 July 9, 2016, *** *** reported the fan on the a/c just stopped workingIndependent contractor, *** ** *** ** was dispatched and found the condensing fan motor failedThe company was authorized to replace the fan motorThe contractor was recalled back to the home and found the thermostat is not respondingThe contractor was not willing to swap out the thermostat at this timeThe contractor has been sent to our contractor relations department to investigate and address the contractor*** *** has a direct contact with a managerShe has had the thermostat replaced and her invoice has been received for reimbursementWe have refunded the amount invoicedWe ask she wait approximately business days to receive the check
HBRWC apologizes to *** *** for the experience he has had concerning his hold time with the customer service department and the delay to his 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 always able to provide immediate 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 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 January 4, 2017, Mrs*** reported her heat pump is not blowing hot air*** *** was dispatched to the property and reported the condensing coil is leakingThere was a cost of $for the recovery of the Freon and the disposal of the coil that the Agreement does not coverThis is an out of pocket expense to Mrs*** that are paid directly to the contractor and must be accepted before the condensing coil can be orderedOn February 6, 2017, Mrs***, called in and accepted these costsThe representative noted that she did accept these charges but the representative failed to submit the bill of material to our purchasing department to order the coilThis error was caught when this notice was receivedWe have sent this to our coaching and development team so the representative may learn from her mistakeThe condensing coil has immediately ordered and received by the contractorA representative of this department called and spoke to Mrs*** and apologized for the errorThe out of pocket costs that normally are not covered under the agreement were picked up by us as well as Mrs***’s service fee reimbursedIt was explained it is now between her and the contractor to schedule the install of the condensing coilA Phone number was given to Mrs*** to contact us if there are any further issues
We do openly apologize for the delay that was caused by any employee assisting with Mrs***’s serviceWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short
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 July 9, 2016, *** *** reported the pilot light will not stay litIndependent service contractor, Qualified Heating, Air Conditioning & Appliance was dispatched to the home and found the water heater is leaking from the bottom and needs to be replacedThe contractor was authorized the labor and disposal of the old water heater and the new water heater was ordered HBRWC is responsible for basic install of the replacement water heaterThere are times when modifications need to be madeThe contractor reported the flu venting, water lines and the gas line needs to be modified to accommodate the new water heaterIf *** *** would please refer to her Agreement under the Terms & Conditions, E- “When replacement equipment of identical dimensions is not readily available, we are responsible for installation of like-quality equipment but not for the cost of construction or carpentry made necessary by different dimensions.” It is not noted that the contractor stated these were code upgrades required by federal regulations in order to replace the water heaterIf a representative told *** *** this, we do apologize We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We value her business and we look forward to serving her future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: 2-Home Warranty has sent the same service times since October to fix the fridgeEach of the times *** *** attempted to fix the leaking fridge they provided a different diagnosis*** *** has taken apart this fridge from the inside and the first times they did so, they never said anything about the insulation being damaged, nor droppedIt is very suspicious that on the 4th and final attempt by *** *** Services to fix this fridge that they claim the fridge has damaged or dropped insulationThe fridge has been leaking since October, and *** *** misdiagnosed and did not successfully fix the leak, and this resulted further damage to the fridge2-Home Warranty needs to fix this fridge and honor its coverage, since not correctly fixing an appliance like a fridge will cause further damage to the appliance2-Home Warranty is held responsible for repairing this leaking fridge.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/11) */
The Office of the President at *** 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
On June 18, *** *** contacted*** advising that a service contractor outside of*'s preferred vendors was at the property on May 26, and added pounds of refrigerant to the air conditioning system, charging $for this serviceWe would note that*** did not deny this claim
Neither was reimbursement offered to *** ***Section A-2a of *** ***' Agreement states, "Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is 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 contract, 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 costWe are not obliged to extend such an offer in any particular instance."
The amount that*** typically pays to add the amount of refrigerant needed is $totalThis $amount is less than the $service fee that was *** ***' responsibilityIt was for this reason that he was not offered reimbursement
With all of this said, as a matter of compromise and not an admission of liability,*** would like to offer *** *** reimbursement for $totalThis is the retail cost that *** *** paid to the contractor less the $service fee that is his responsibilityHe may expect to receive a check for this amount in the mail within the next 7-business days
*** would like to thank *** *** for bringing this to our attention, as we appreciate his business and take his concerns very seriouslyWe look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If we had known my A/C system only needed a recharge, then I would accept *** response; however, that was not the situation
When the service provider arrived, we did not know what was wrong with the A/CThe service provider inspected the entire system before concluding a recharge was the only corrective action neededThis inspection took time, and*** should pay the service provider's entire invoice
Final Consumer Response /* (2000, 11, 2015/07/17) */
I accept *** responseI just filed that I did not accept their response
I was not thinking clearly when I filed my latest response*** response has the practical effect of them paying the service provider's entire invoice
Again, I accept *** response

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 responsePursuant to page of the Agreement under Plumbing “INCLUDED: Water, drain, waste or vent pipe leaks or breaks” There is no evidence of a leak or break to cause the low water pressureLow water pressure in itself is not a failureWe only cover leaks and breaks in the plumbing linesThe agreement further excludes restrictions such as mineral and chemical deposits as well as insufficient capacity also located on page under EXCLUDED: “any loss arising out of a condition of mineral or chemical deposits (except water heaters), water residue or insufficient capacity” We again apologize we did not notify her soonerDue to this, *** *** was refunded her service fee Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/17) */
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 *** ***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
Our records indicate that *** *** first contacted HBRWC to place this claim in the late afternoon of June 15, The independent service contractor went to the property on the following dayWe do apologize for any inconvenience that *** *** may have experiencedAt the same time, we would note that *** ***'s Agreement does state on page that, "A service contractor will schedule a time during business hours to diagnose and repair your covered item; under circumstances, our service effort will be initiated within hoursIn cases of emergency, we will expedite service and attempt to initiate service within hours." HBRWC did successfully have a service contractor evaluate *** ***'s air conditioning within the business day after the claim was placed
We acknowledge *** ***'s questions regarding the contractor's diagnosisWhile at the home, the contractor checked the indoor and outdoor equipment for possible leaks or electrical failures that would cause the system to malfunctionThe service contractor also checked the temperature differential of the homeAfter performing this work, HBRWC received the report that the system was cooling to its full capacity, and that the home was F at the time of serviceAs such, there were no mechanical failures found and HBRWC did not require photographs be submitted
We regret that sometimes, in occasions of extreme temperatures an air conditioning system may run correctly with no mechanical failures, but still not be able to keep up with cooling demands for a propertyThe state of *** *** has experienced record breaking temperatures this summer and is warmer than usualPer the information that HBRWC has, the air conditioning equipment in *** ***'s home is the correct size and does cool to *** ***'s desired comfort level when the temperatures remain in the mid-90s or lowerHBRWC covers for mechanical breakdowns that occur due to wear and tearAs *** ***'s air conditioning system currently does not have any such failures, we would not be able to offer assistance at this time
We would like to thank *** ***'s for bringing her concerns regarding the professionalism of the contractor that was at the propertyHBRWC strives to provide fast, professional service and anything less is unacceptableWe will have *** ***'s concerns regarding the contractor writing her payment information down on a notepad addressed
We regret that HBRWC will not reimburse *** ***'s service fee at this timePer the 'Who Pays What?' section of the Agreement, "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." This fee is due regardless of whether or not repairs or made or the eligibility of the claim
We would like to thank *** *** for bringing her concerns to our attention as we do take these matters very seriouslyWe look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My house was degrees because I have to have it set at to get it that cool and I told the contrcator thatAnd the only reason I got a contractor sooner was because your first contractor wouldn't answer my emergency call and I demanded a new one
Final Business Response /* (4000, 9, 2015/08/14) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Ms***We would like to thank her for providing this additional informationIf she believes that there is a failure to her air conditioning system, we will be happy to dispatch a service contractor for further evaluationThis would be a recall visit, so no service fee would we owedShe may request this service by calling *** We would note that this was offered previously, but Ms*** did not schedule with the alternate service provider that was dispatched
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/15) */
The Office of President at *** ("***") is in receipt of the inquiry submitted under case number XXXXXXXX by ***We have located Ms *** Limited Home Service Agreement and applicable claim
Thank you for the opportunity to review and respond
We regret that we were not able to locate the letter that Ms.*** submitted on *** 20, If this letter was sent via mail, we would note that it can take up to weeks for such letters to be received by the appropriate partiesAt this time, we request that Ms.*** submit an invoice for the $that she paid for repairs to *** Alternatively, this information may also be sent via fax to***
Upon receipt of this information we will review contact Ms.*** within hours to discuss how *** will be proceeding*** would note that it is our attention to offer coverage for the repairs that were performed, however, we do require a copy of the invoice from Ms*** contractor to make a final repair decision
We sincerely apologize for any frustration or inconvenience that may have occurred during the claim handling process*** strives to provide fast, reliable service and anything less is unacceptableWe will have this matter evaluated internally, and we thank Ms.*** for bringing this to our attention
Sincerely,
***
Office of the President
***
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
***Document Attached***
I have e-mailed the address provided by the business and attached the invoice for the repairs to the e-mail as well as included it hereAd you stated in the response, I will expect to hear from the company within hours
Final Business Response /* (4000, 11, 2015/07/07) */
The Office of the President at *** is in receipt of the rebuttal submitted by *** ***We do apologize for the delay, as we regret the email with the invoice that *** *** sent us directly did not go throughAt this time we will be reimbursing the $that *** *** paid to the contractor OC Residential SystemsShe may expect a reimbursement check in the mail within the next 7-business daysWe thank *** *** for bringing this to our attention and look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
***
Final Consumer Response /* (2000, 13, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check has been recievedThank you for making it right

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the additional rebuttal submitted by Mrs***
Our contractor relations department contacted the contractor to see why the heat kit has not been installed. The contractor apologized and said he will call Mrs*** to scheduleA call was placed to Mrs*** and the contractor had scheduled for December 1, On December 2, 2016, a representative of this department contacted the contractorThe contractor reported the heat kit has been installed and the refrigerator is operating correctlyIf Mrs*** has the same issue within the Agreement period, we encourage her to notify us directlyThe service fee would be waived if the same issue occurs within the Agreement period
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation