2-10 Home Buyers Warranty

Complaint: ***
I am rejecting this response because: The fixture was broken in December week when I tried to change bulbs.I did not say I would find a third party contractor.2-should send a contractor to fix the broken fixture
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by *** ***. Thank you for the opportunity to review further
We would refer *** *** to our previous response, this is a countertop microwave with a trim kit to give it the built in lookPutting a trim kit around a countertop microwave does not make the microwave built inA ‘true’ built in microwave does not use a trim kit, it is not designed to be able to sit by itself on a counter top and it can only be installed in a cabinet or wallThe *** website advertises this microwave as a countertopTo give *** *** an example of a true built in microwave, he can view the *** model *** which will give him an idea of a true built in microwaveThere are no ‘trim kits’ for it as it was designed to be installed in a cabinet/wall
We regret that we cannot be of further assistance in this regardThe rebuttal provides no additional information to overturn our decision
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 March 30, and applicable air condition claim
Thank you for the opportunity to review and respond Our records indicate on May 27, 2016, *** *** reported his air conditioner is not workingIndependent service contractor, Low Country's Best Heating & Cooling was dispatched to the home and found the system lbslow on refrigerant and topped it offAir Conditioners can lose some Freon over a period of time, much like a tire and still not have a leakLow Country’s Best was recalled back to the home because the air conditioner was still not reaching the customers desired temperatureThe technician reported he checked all components and nothing has failedThe system is running fineThe condensing unit is up against a fenceHe informed *** *** that this is an older unit and should be cleaned to run more efficientlyIf *** *** would please refer to the Agreement in the Terms & Conditions B-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” And B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” *** *** states to the Revdex.com, it has been over a degrees and he cannot get the inside temperature below degreesOn average, an air conditioner in good working condition is designed to lower the temperature of a home’s air by about degrees or soThere are many other factors that determine this, to name a few; Cleaning and maintenance, the amount of in and out of traffic you have, shade trees, insulation of the home, type of windows, humidity, air flow through the home and the size of the air conditioner It is not HBRWC policy to give out the list of the independent in network contractorOur dispatch system is set up in such a way where the next available contractor is dispatched to the propertyThey are allotted so many dispatches per day as to not overwhelm themThe independent contractors do not want HBRWC to be giving their names and phone numbers out as this would create additional calls into their officeSince they do not have a dispatch from HBRWC, they would have to decline the job or charge the customer retail cost We regret we would not be sending out a second opinion when there is no mechanical failure foundThe contractor reported no failures to the system but it should be cleanedCleaning is an out of pocket expense to the customerIf after his review of our explanation, if *** *** is still considering canceling his Agreement with HBRWC, he may send a written request to [email protected] Agreement would be canceled 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 charges” HBRWC would like to apologize for any inconvenience *** *** may have experienced concerning the contractor or the customer service he receivedWe would like to thank *** *** for bringing his concerns to our attention as we do take these matters seriously. We do value his business and hope he reconsiders cancelation 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 2, 2017, *** *** reported his air conditioner is not coolingThe independent contractor, *** *** *** was dispatched to the property and reported the evaporator coil in the gas package unit is leakingThe evaporator coil is located inside the package unitThis evaporator coil is an Original Equipment Manufacturer (OEM) part. This means that the identical evaporator coil has to be ordered for *** ***’s package unit, as a universal evaporator coil would not be compatibleThe information of the package unit were sent to our supply research team to locate the coil*** had three possible coils that match with the model # but only one would be compatibleThe coil would also need to be shipped from the factoryAfter numerous back and forth attempts to reach *** ***, we were able to determine which coil was the matchThe high cost of the coil along with a factory order, parts research decided to replace the package unitA representative called *** *** to see if the installation has been completedShe received a voice mail and left a messageThe representative will follow up until she is sure work is complete
There are some things that our out of our controlWe have no control over OEM factory orders, the delay in acquiring the correct information for the coil from the contractorThis 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 in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” Even though we had control over the delay, we will do everything possible to make sure repairs are expeditedIn this case, *** *** is receiving a new seer R410A package unit
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process. We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Miss ***We have located Miss ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate Miss *** reported her furnace smelled like it was burning, she turned it off and now it won’t turn back onThe independent contractor, *** *** was dispatched and reported on January 4, 2018, the system is a ton Heat Pump Package unitThere is an electrical short that took out the thermostat and the auxiliary heatThe compressor is worn and no longer pumping efficient*** *** recommended to replace the Package unit*** *** wanted to supply the unit but there cost to supply is twice as much as our costThis is due to the high volume of HVAC equipment 2-HBW purchases; our costs of the HVAC equipment is much lower than retail costThe needed information/specs was acquired from *** *** to place the orderOn January 12, the Package unit was ordered and approved to be delivered to *** *** shopOn February 6, Miss *** called in and advised that *** *** sent the Package unit back because it was not delivered with a lift gate*** *** had not told us about thisPurchasing called *** *** and offered to reorder the unit using a trucking company that will take it off the truck for them or they could pick the unit up locally at the supply house*** *** request the trucking company deliver itThen on February 28, *** *** notified us that they received a side discharge package unit and they needed a package unit that is over/under in order for it to fit the ductworkThe representative let *** *** know that they requested a side discharge package unit at the beginning of the claimOn March 31, Purchasing ordered from our supplier, ***, an over/under unit using their model number data sheetAgain *** *** called and said *** sent a side dischargeThe Purchasing agent contacted *** and emailed the model number data sheet they provided us showing the unit we ordered is an over/under unitThe *** rep was to get back to the Purchasing agent after their reviewThe *** representative called purchasing back and advised they do not manufacture over/under and they will be revising their data sheetWe checked our other major suppliers, *** and *** and none of them manufacturer over/under package units2-HBW authorized *** ***’s to supply and install a seer over/under *** package unit and to call Miss *** to schedule for installThis is a significant upgrade to what Miss *** had
We acknowledge that there were opportunities to provide Miss *** better serviceThe following delays were preventableWhen the contractor originally ordered a side discharge rather than the over/under dischargeWe do depend on our contractors to provide the most specific details when ordering equipment2-HBW orders what the contractor’s requestIn addition, most HVAC contractors have a lift to remove heavy equipment off a truckWe did not know that *** *** did not own oneFinally we also depend on our supplier, *** to give us the correct model number data sheet when placing the orderUnfortunately these orders were incorrect and we apologize for this delayThere are some things that are out of our controlWe had no control over the above delaysThis is stated in the Agreement’s 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.”
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 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 meThis would not happen with out your interventionThanks a lot Revdex.com.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/11) */
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 a Limited Home Service Agreement ("Agreement") in *** ***'s name
for the property address *** *** *** in *** *** As we have no records of any Agreement's for the property address that *** *** provided, our review was conducted for the *** address
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling processWhile HBRWC makes every attempt to contact a contractor within hours for new claims, we do not guarantee same day or next day serviceThe first service contractor that was assigned declined the dispatch, and this was sent to a new contractor who did contact *** *** to schedule a service time, per the process explained on page two of *** ***'s Agreement
Our records indicate that the independent service contractor Lumart HVAC Engineering stated on June 9, that the blower assembly attached to the furnace had been crushedIt was determined that HBRWC would replace the blower assembly which included the motor, wheel, housing, and squirrel cage pursuant to section B-of the Agreement: "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
Due to the nature of the failure, it was determined an Original Equipment Manufacture (OEM) assembly was neededIt did take several days to locate the correct part for this reasonHBRWC did successfully locate the parts that were needed and ordered this assembly, however, this was a factory order part that had a day lead timeWe apologize for this delay but would note that section B-of our 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."
After ordering the part, *** *** indicated that on June 15, he was interested in accepting a buyout in lieu of waiting for the part to arriveThis was offered and accepted pursuant to section A-2a of the Agreement when it 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 instanceSuch offers are typically made subject to restrictions."
One of the restrictions that *** *** agreed to is that upon accepting the cash in lieu of repairs is that we would not offer coverage for the air conditioning unit for the remainder of the contract yearAs such, any repairs or replacement performed to their air conditioning system will be at the discretion of *** ***
We would like to thank *** *** for bringing this to our attention as we do take these matters seriously and appreciate the opportunity to review further
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 meIt is the only option I haveI was aware that the water damage would not be fixedMy issue was t was made worse by the technician and the fact I had to wait over a month due to his incompetenceI appreciate the fact they finally allowed the new contractor to fix the issue and I am not waiting for the part to come in.
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/09/05) */
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 the property's Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
Our records indicate that on August 3, the independent service contractor ** *** stated that the toilet had a crack in the porcelainPorcelain cracking and chipping is listed as being excluded in the Plumbing trade section of Mr***'s AgreementSince removal and replacement of the toilet is not eligible for coverage, we will not offer any remuneration for that portion of the repairsThe terms and conditions of Mr***'s Agreement are quite clear and state that this is not an eligible item
We acknowledge Mr***'s request to have a second opinion at the property and have dispatched the contractor *** *** telephone number *** to provide further serviceThis second opinion will be at our cost, and coverage will be re-evaluated upon the contractor submitting their diagnosis
HBRWC would like to thank Mr*** for bringing this to our attention so we may evaluate the matter furtherWe look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 9, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As explained numerous times with the warranty company representatives the information provided by JP Plumbing was inaccurate and falsePhotos of the toilet have been submitted to the warranty company which clearly show there was NOT a crack in the toilet and therefore not the root cause of the damage to my homeThe crack (which is about 12" long) occurred after the water remediation company (servpro) began to remove sheetrock from the wall behind the toiletThis was explained to the warranty company previously along with the contractor that represented them
At this point there is absolutely nothing that this warranty company can do for me as I have paid out of pocket to have the toilet replaced and a new one installedI've gone back and forth with them since this event occurred in JulyIf the warranty company wants to reimburse for the cost of the toilet plus installation then that is fineIf they are unwilling to then please note this complaint as valid as I will not be in agreement that the complaint has been properly resolved
Furthermore feel free to note that I am displeased with the lack of follow up with the information that was provided weeks ago to the warranty companyThere is no need to further delay this process as the warranty company has demonstrated for weeks that they do not intend to accommodate the customer, but rather hide behind a claim by their contractor
Final Business Response /* (4000, 11, 2015/09/24) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr***Thank you for the opportunity to review further
At this time we regret we will not be able to offer any assistance with the costs that Mr*** paid to have his toilet replacedReplacing a toilet is only eligible in the event that sediment and calcium buildup makes the toilet irreparablePer section of his Limited Home Service Agreement ("Agreement") we only offer coverage for items that are specified as eligible in the applicable service section
Similarly, section B-of his Agreement states that, "We are not liable for incidental, indirect, special, punitive or consequential damages." Mr*** has been stating the toilet needed to be replaced after the independent contractor Serv Pro had to crack the toilet in order to make repairsThus the toilet itself did not become inoperable due to wear and tear and it is not eligible
We apologize that we are not able to be of further assistance with this matterAs our previous response indicates, replacement of Mr***'s toilet is not eligible under the terms and conditions of his Service Agreement with HBRWC
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 May 28, 2016, *** *** reported the system was not blowing cold airIndependent service contractor, G.TAC and Heating was dispatched to the home and on June 6, 2016, reported they did electronic leak search and found the system was low on Freon, and the dual capacitor was burnt outAt this time, they were not sure of where the leak wasOn June 10, 2016, *** *** called and said the contractor was not able to locate the evaporator coilWe contacted the contractor and they advised the part should be ordered but they were not sure because they could not reach the person that orders for themOn June 13, 2016, *** *** called and advised the contractor found more issuesThe contractor had not notified usWe tried numerous times to get the contractors complete breakdown without successThis is a contractor that we do not use very oftenWe were able to locate another contractor that could service the next dayThe independent contractor, Residential SystemsResidential reported the system was low on Freon, they added easy seal, filled the system with Freon and reported no leaksThe system was tested and operating correctlyAdding easy seal to a system is a technique that many contractors use to repair small leaksThis is a proper acceptable repairIf she 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 periodWe replace air conditioners or their components on a daily basis when the failures justify it Our notes indicate we received *** ***’s invoice for temp cooling on June 22, and this was sent to our accounting department for reimbursementA representative of this department contacted *** *** and offered as a gesture of goodwill, her $service fee backShe accepted HBRWC apologizes to *** *** for any negative experience she has had concerning her 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 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 feedback allows our company to serve our customers betterWe will have her concerns 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

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the complaint submitted under case number *** by *** ***. We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the
opportunity to review and respond Our records indicate that *** *** placed a claim with us on Friday, June 24, 2016. This claim was dispatched to the independent service contractor Extrodin-Air, LLC. On Tuesday, June 28th, the contractor contacted HBRWC reporting the condensing fan motor had locked up and recommended replacing the failed part. After careful review we have verified that at no point did Extrodin-Air recommend a full system replacement. This claim was authorized and repairs were completed the following day We regret that we will not be offering a replacement air conditioning system at this time. Failure to the condensing fan motor is electrical in nature and can occur at any time, regardless of the age of a system. Our records indicate that this was the first time that the condensing fan motor has failed since *** *** has been a customer with us. We do acknowledge that the inducer blower motor has failed in the past, but this is not the same part as the condensing fan motor. We would also note that this decision was made pursuant to section B-of *** ***’s Agreement when it states, “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” At this time our records indicate that *** ***’s repairs have been completed. We apologize for any inconvenience that *** *** may have experienced while waiting for service. While we are not offering a system replacement at this time, we do appreciate *** *** bringing his concerns to our attention so we may review the matter further. We look forward to serving his future warranty needs Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Tell us why here

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 20, 2017, *** *** reported his air conditioner is not coolingThe independent contractor, *** *** * *** was dispatched to the property and reported May 31, online, that the *** compressor has shorted to ground and needs to be replaced*** did not supply the model, serial and part number to order the compressorThere were numerous attempts to get this information from *** without a responseThe information was received on June 16, and the compressor was ordered with an ETA of 6/29/On June 30, 2017, a representative confirmed that *** received the compressorOn July 3, 2017, a representative called ***, and assured her, they will follow up with an appointment date and time with the customer today in the afternoonThe representative updated *** ***Later that afternoon *** called in and advised they did not have the compressorThe purchasing department requested a part updated ETA from *** *** was updated and he requested compensation due to the delay in this claimThe representative advised *** *** per 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.”
*** reported the delivery company *** was to deliver the compressor on 6/29/*** was contacted and stated they have been trying to get a hold of *** to set up deliver but apparently they had a bad phone number*** was notified to schedule with *** for delivery with an ETA of July 14, On Friday, July 14, 2017, a contractor relations representative contacted *** and they advised *** is to deliver the compressor next week*** reported the compressor was installed July 20,
We do empathize how frustrating it can be without air conditioning. We acknowledge that there were opportunities to provide *** *** with better service and we do apologize for this*** delayed the claim when they were being non responsible to the information we requested to order the compressor*** delivery could have notified *** as to why the compressor had not been delivered; this further delayed the claimWe also have acknowledged his statements regarding his customer service experience he receivedWe do take these matters seriouslyThis enables us to make corrections and continue to improve our serviceWe strive to make the service a seamless process for our customers and recognize improvements needed when we fall short
This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns for homeownersIt does not provide financial restitution or replace responsibility of homeownershipIn *** *** desired settlement, he is requesting compensation for loss of income and stressAs stated above, Per the Terms & Conditions B-we are not liable for such expensesWe do apologize 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
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 November 17, and applicable
heating system 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 January 6, 2016, *** *** reported she cannot get the temperature above degreesHalf of the house blows well and the other does notIndependent service contractor, K&J Mechanical LLC (“K&J”) was dispatched to the home to evaluate the heating systemThere has been an addition to the homeThey found the system operated fine but was undersized with the addition of the home*** *** disagreed because they did not do a thorough inspection of the ductworkSince she does not agree with K&J’s diagnosis, she was advised she can get her own opinion*** *** contractor, Point Services states the ductwork is in the crawl space, it is flexible duct, it has holes and is saggingIt is deteriorated and leaking air throughout the entire duct work system and sections of the duct work are collapsed but not sure which sections are collapsedK&J Mechanical LLC was sent back to the home to reevaluate the system and ductworkThey again reported the system is undersized for the homeThe ductwork is not installed properly for the new additionIt needs a supply plenum off of the package unit and would need to run additional lines to the new plenumAdd dampers to all ducts supplying existing home and the new addition for balancing purposesBoth contractors sent in pictures of the ductworkFrom the pictures, there is no indication of holes or rips in the ductwork*** *** had only reported one side of the home has little air flowA portion of collapsed ductwork would create an opening in the ductwork system that would cause the lack of air flowIf *** *** would please refer to her Agreement on Page under Heating; Excluded “Collapsed ductwork”In addition, under the Terms & Conditions B-“We do not perform verification and/or diagnostic testing of ductwork the sealing of ductwork and associated repair costs.” Also Insulation of the ductwork is not eligible for coverage per the Terms & Conditions; “We provide service for covered systems and/or appliances: that “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 since Insulation is not listed as a covered item, it is not eligible for coverageA representative of our department has called *** *** on April 22, and April 26, to discuss this matter in more detailA voice mail was received both times and a message left which also provided a direct contactWe thank *** *** for bringing her concerns to our attention as these matters are taken very seriously. HBRWC values her business and looks forward to hearing from her soonSincerely Office of the President Home Buyers Resale Warranty Corporation

(The consumer indicated he/she DID NOT accept the response from the business.)
That response is not acceptable to meTheir quote of..."When it is necessary to open walls, floors or ceilings to perform a covered service, we will restore surfaces to a rough finish only."
does not address opening walls, ceilings, etc...to diagnose a problemIf the company approved the opening of the hole in order to assess the issue, they should be required to restore the home to the pre-assessment state regardless of if a repair was done or notIf repair of the hole is not covered, then they should not give approval to the contractor to create it.How is it right to have a contractor tear up a person's home and then say, too bad to the homeowner, you repair that damage
Furthermore, two of their empolyees told me over the phone that the repair would be covered
Second, the contractor's invoice to me says the leak was located at the site of the strainer, but it does NOT say the strainer failedThe warranty co refused to show me any such language
The leak was repaired by a licensed plumber who did not have to replace the strainer or the pipes
So I remain suspicious of 2-10's interpretation of the issue
Furthermore, when I spoke to a "supervisor" at the company, she told me I had NO appeal rightsI asked to speak with her supervisor, she told me I was at the end of the line and nothing else would be done for me unless I contacted the corporate officeYes, they offered $to go TOWARD the repair, but they haven't even given that
My voice messages may have been full, but the company has my email address, which they used to tell me that they would not pay for the holeIf they wanted to discuss this, they could have emailed me
Finally, I sent an email to their CS dept last month requesting to cancel the warranty and today I see they are charging my acct anyway
What good is having a warranty when the warranty co finds a reason not to repair anythingIt wastes my money to pay $for a service call to assess the problem and then pay more money to fix it and pay for the warranty which never fixes anythingPlease have them cancel my warranty as I requested...The ignore you until you go on social media or file a Revdex.com complaint...My fist complaint over the phone was completely ignoredI had to call back and complain againThat time I was again told it would be covered, but then got an email to the contraryEven the employees are confused about what is covered and what is notI was instructed to send an email to CS and they would send a contractor to fix the holeI sent the email,attached below, and they responded with the second attached email(** *** ***

Initial Business Response /* (1000, 5, 2015/08/10) */
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received *** ***'s InquiryThank you for the opportunity to review and respond
Our records indicate that *** *** requested
service for his air conditioning system on July 10, *** *** requested to use his own, out of network service contractor, *** *** On July 12, A/C *** reported several rusted cracks in the heat exchanger and the compressor windings had failed causing fuses in the system to blowGiven the extent of failures, the service request was denied as a the failures existed prior to the effective date per Terms and Conditions #of *** *** Limited Home Service Agreement ("Agreement"), which states: "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service periodCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical testA visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated."
*** *** disputed the denial by sending in his home inspectionThe home inspection advises of an inadequate temperature split of degrees and recommends a qualified HVAC technician service the systemThis system not being able to hold an adequate temperature is clear sign that there was an issue prior to the effective date of *** ***'s AgreementHBRWC asked *** *** if he had a qualified HVAC technician out and he stated he did notAs there was an indication of issue on the home inspection prior to the effective date of the Agreement and the home inspector's recommendation was not followed, HBRWC held on the denial of the service request
HBRWC does not comment on the opinions of third parties such as the home inspector or the service contractorSection B-of MrPrices Agreement states: "We solely determine whether covered systems or appliances and their components will be repaired or replaced..." At this time, it is the decision of HBWRC that *** ***'s claim will remain denied
HBRWC thanks *** *** for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The failure of the compressor windings and the effective blowing of the fuses is a failure that can occur in any unit, no matter the ageThe temperature split observed at the time of home inspection is not indicative of a problem with the unit, but simply of its performance at the time of inspectionThe cracks in the heat exchanger along with observed rust are an indication of long term wear, and the denial of that claim is perfectly reasonableI reject 2-Home warranty's denial of the claim for the compressor, and do not accept their assessment of the problemIf they do not want to cover units that exceed a specific temp split criteria at the time of home inspection, it should be written into the contract so that consumers are aware of the criteriaOtherwise, the home warranty should be upheld
Final Consumer Response /* (4200, 11, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The heat exchanger has no bearing on the failed compressorThe heat exchanger is not disputedI do not appreciate the two issues being conflatedThe windings on the compressor failed after the home warranty had taken effectThe claim by 2-Home Warranty that the home inspection found the unit to not be in good working order is falseThe home inspection specifically stated the unit was functional at the time of inspectionNo where did it say on the home inspection that the temperature split observed is indicative of the unit not workingThe temperature split deemed inadequate by the home inspector could be based on several environmental factors at the time of inspectiondegrees is not great, but the fact it was able to produce a degree spit on a hot humid day in the summer (degrees and cloudy), in an empty house, is indicative of the unit being in good working orderThe recommendation to have it inspected by a HVAC technician was simply that, a recommendationAgain, the home inspector never claimed the Cooling function of the unit was not in good working orderThe unit failed after a month and a half of owning the house and using the unitThe unit was perfectly capable of cooling the house, so I had no reason to have it serviced2-Home Warranty has failed to cover the unit as agreed upon in the home warranty
Final Business Response /* (4000, 13, 2015/09/24) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr***Thank you for the opportunity to review further
As our previous response indicated, Mr***'s home inspector specifically recommended that a qualified HVAC technician evaluate his systemMr*** did not follow this recommendationThe testing performed did not meet industry standards for a functioning unitOn a humid day in which the high was F, a correctly working air conditioning system without failure would have been able to create a temperature differential in the 15-F rangeMr***'s unit did not do thisThus the home inspection - which indicated the system was not in working order - does not provide enough information for this denial to be overturnedWe will not offer coverage for any portion of this claim
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 June 26, 2017, *** *** reported the system is blowing warm airThe independent contractor, *** *** *** was dispatched and reported this is an Aquatherm systemThe system is void of refrigerant and there were multiple leaks in the outdoor condensing unitThe technician did not report the indoor coil leaking at this time*** *** was approved to replace the outdoor condenser*** *** reported the condensing unit was replaced on July 27, The air conditioning is integrated in with the Aquatherm air handlerAquatherm is a water source systemThe total cost of replacing the condensing unit was $1,Per the Agreement under the Air Conditioning and Heat Pump “DOLLAR LIMITS PER SERVICE AGREEMENT: * Geothermal and water source system - $1,500.” This means there is $remaining on *** ***’s dollar limit
Then on September 14, 2017, we were notified *** ***’s system was no longer cooling*** *** was sent back to the home and reported this time, the indoor evaporative coil is now leaking and needs to be replaced*** *** was explained the remaining maximum and that she would be responsible for the overage
Concerning *** ***’s desired settlementAll of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWDue to *** ***’s dissatisfaction with *** ***The independent contractor has been sent to our contractor relations department to address *** ***’s concerns*** *** is also requesting that she would like *** *** to waive all costs for laborAny request to waive charges would be with the independent contractor, *** *** and not with 2-HBW
We regret that 2-HBW will not be offering any coverage over the remaining maximum of $as were not liable for such expenses2-HBW has fulfilled their obligations as specified in the Service Agreement
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, please see my notes below.It is frustrating that a paying customer has to get their real estate agent involved before a claim that is covered by your warranty will be approved and repairs authorizedAdditionally, 2-WAS informed that the pipe broke, but your employees are so poorly trained in taking decent records of their calls with contractors and customers that your written records don't accurately reflect what happenedIf you listen to your call recordings, you will hear that BOTH the plumbers and I informed you of the pipe breakMoreover, rust is NOT mineral or chemical deposits - basic research will reveal thisDo your doggone jobs and provide the service customers pay forFinally, I'm a womanYou saying you value "his" business just goes to show the incredible lack of detail your company puts into its work and services for its customers
Sincerely,
*** ***

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 January 2, 2018, Ms*** reported her furnace is not heatingThe independent contractor, *** * *** * *** was dispatched to the property and reported by email on January 5, that the primary and secondary heat exchangers are cracked*** * had their cost for parts and labor to repair the furnace for $1,or replacement for $*** * did not provide us with the model and serial number of the furnaceWith both heat exchangers needing to be replaced, we thought it best to move forward with replacement with 2-HBW supplying the furnaceThe 2-HBW supplied furnaces are readily available locally and we have a contractual arrangement with *** * to pick up the furnace locallyOur cost for the furnace and labor is $which is $2,less than *** *However we still needed the furnace information from *** * to make sure we order the correct furnaceThe parts research department called *** * and they requested we email them the information and they will get back to usMs*** was updated that we were looking at the possibility of replacementOn January 9, we still had not heard from *** *, Parts research again called *** *The office manager advised she just left the office and she will look into this, when she gets back inA follow up email was sent to herOn January 10, *** * reported online, they needed an 80k BTU ton furnaceThis was still insufficient informationA representative called *** * but there was no answer or voice mailAnother email was sent to *** * requesting additional informationOn January 11, *** * replied by email with the model and serial number of the existing furnace and there recommendation model number of a new furnaceA comparable 80% efficiency furnace was ordered for *** * to pick up locallyThen it was found by the existing model number that Ms***’s furnace is a 92% efficiency furnaceA comparable 92% efficiency furnace was immediately ordered*** * has reported that the furnace has been replaced
Ms*** advised that *** * could pick up the furnace and do the repair the next day if they suppliedWe would like to let her know that most furnaces that 2-HBW supplies are available for next day pickup locally when the contractor does not request the furnace be shipped to their shopAll of the network contractors are aware of this*** * could have given us the necessary information to order a comparable furnace for next day deliveryWe do require all of the independent contractors to provide our customer’s fast serviceWhen there is a cold snap throughout in an area, this is not always possibleThe independent network contractor’s experience an unusually high volume of calls and they cannot always respond in the time allottedAll of the contractors that are utilized by 2-HBW are independently owned and operated and not employees of 2-HBWWe cannot tell them how to conduct their businessThere are some things that are out of our control 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.”
2-HBW does not purchase inferior equipmentOur major HVAC suppliers are Lennox, Carrier and Goodman and they all carry a minimum year manufacturer’s warranty
Also in Ms***’s desired settlement she is requesting to waive the out of pocket costsThe out of pocket expenses are paid directly to the independent contractorThese funds are kept by the contractor and not transferred to 2-HBWShe can discuss these costs with *** * as 2-HBW is not liable for such expenses
We apologize to Ms*** 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 better
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 rebuttal submitted by Mrand Mrs***. Thank you for the opportunity to review further
Our records indicate the contractor completed the replacement on October 30,
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation