2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by 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 November 10, 2016, Mr*** reported the handle of the faucet was brokenThe contractor reported someone used force and broke off the screw holding the handle on the kitchen faucetThe claim was determined not eligible for coverage due to excessive force is not wear and tearPer 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 representative spoke with Mrs*** that the claim was not eligible for coverage
In Mr*** desired settlement, he is requesting compensation for time wasted waiting for the dispatched contractorThe contractor has been sent to our contractor relations department to address his unprofessionalismWe regret we will not be offering compensation to Mr*** as we are not liable for such expensesThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” As a goodwill gesture, we have reimbursed Mr*** his service fee due to his dissatisfaction with the contractorsIt will take approximately business days to receive the check
HBRWC would like to apologize for the inconvenience Mr*** may have experienced
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr***Thank you again for the opportunity to review and respond HBRWC does not require all items that are eligible for coverage to be inspected by an independent inspectorOnly in cases where the homeowner is disputing the denial of their service request may documentation be requestedWhen these situations arise, we ask for official dated documentation such as home inspections, invoices for work completed, etcThis is because official documentation provides more definitive evidence than written or oral statementsHBRWC has no record of receiving pictures of the washer and dryer from Mr***As we stated in our previous response, the independent contractor, *** *** Services, reported numerous failures that would have taken time to developGiven this information, it is clear that the unit was not in good and safe working order at the beginning of the service period HBRWC reviews home inspections that have varying levels of thoroughnessWe would have no way to know a unit or system was not tested during a home inspection without reviewing itAgain, HBRWC must advise that the home inspection was only requested as a recourse for Mr*** to have his service request reviewed with additional informationAs there was no additional information, the service requests remains ineligible for coverage HBRWC respectfully requests the Revdex.com close this case as no additional information has been providedWe thank Mr*** for bringing these concerns to our attention as we do take them very seriously Sincerely, Office of the President Home Buyers Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/14) */
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 ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We regret we will not be able to offer coverage for replacing Ms***'s DryerAt this time, Ms*** has not reported a mechanical failure to her Dryer, and pursuant to section of her Agreement: "We provide service for covered systems and/or appliances that: do not operate correctly due to wear and tear."
The replacement washer which was offered, a Frigidaire model FFFS5115PW, matched the features of Ms***'s failed washerMs*** herself verified this when she accepted the orderSection B-of the Agreement states, "We are not responsible for upgrades or matching color or brand."
We apologize for the brief delay that Ms*** experienced while waiting for the replacement washer to arriveThe unit was not available readily in her area and had to be shipped from another locationSection B-of Ms***'s Agreement does state that, "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." HBRWC attempted to obtain tracking information on this equipment, however this was not provided by the supply house ** ***
Our records indicate that on August 20, an independent contractor verified that the replacement washer had been delivered and its installation was completedWe appreciate Ms*** bringing this to our attention as we do take these matters seriously, and we look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* *** ** *** */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We appreciate Mr***'s feedbackHBRWC strives to provide fast, reliable service and anything less is unacceptableWe will have this matter evaluated internally
HBRWC sincerely apologizes for the delay that Mr*** has experienced during the claim handling processOur records indicate that on May 26, the independent service contractor reported that Mr***'s air conditioning system had a leak at the condensing coil, service valves, and accumulatorHBRWC approved to have the outdoor condensing unit replaced, and ordered equipment on May 28,
On June 2, HBRWC was advised the equipment was not available yetHBRWC contacted the supply house who stated that the part had shipped, but that when the delivery truck went to the contractor's shop, there was nobody to sign for the delivery so this unit was rejectedWe apologize for the miscommunication that caused this error
The supply house agreed to keep Mr***'s order in place for the contractor to pick upOur records indicate that as of May 9, this equipment was availableHBRWC is currently in active communication with the contractor to facilitate the pickup of equipment and completion of repairsWe will continue to work towards completion and installation of the new unit
We again apologize for any inconvenience that Mr*** may have experiencedWe appreciate Mr*** for bringing this to our attention so we may review the matter further
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***I did send in a receipt for the Fan I had to install, and since that time I have not been paid back for repairs that I had to do when I am paying for a warranty to do the workalso It should not take over a month to get simple results from a contractor that you are paying forI still expect to be paid as promised for the fan I had to do, when I am paying a warranty company to perform the workI also want to be paid in full for the first contractor who did nothing when dispatched to my residence, and they never gave the company a answer as to the work they said they did

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
Per the Agreement under the Terms & Conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” This means we would not be responsible for the food loss or supplying a temporary refrigerator
We are understanding of *** *** circumstanceAs a resolution, HBWRC offered a comparable replacement buyout for his refrigerator since he has already had it replacedA call was placed to *** *** and he accepted our offerWe respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/25) */
The Office of the President at 2-Home Buyers Warranty of ***, Inc("2-HBW") has received the inquiry submitted under case number XXXXXXXX by *** ***Thank you for the opportunity to review and respond
We do apologize for
any frustration or inconvenience that *** *** experienced during the claim handling processOur records indicate that on June 12, 2015, a Friday, an independent service contractor, *** *** *** *** was dispatched to service the main floor air conditioning systemOn Page of your Limited Home Service Agreement ("Agreement") under "How do I request service?" it states, "We will contact an authorized, independent service contractor within
hours during business hours and within hours on weekends and holidays to assist in evaluating your request"We apologize for the miscommunication regarding a service contractor contacting you within hours without anticipating the upcoming weekend
After 2-HBW received notification from the homeowner, ***, who had not heard from *** therefore, the dispatch request was resubmittedFour hours later, 2-HBW reassigned the service request to another contractor, *** *** & *** *** *** *** after it was reported that *** had still not made contactAn hour later, 2-HBW received a request to locate a different service contractor as Pride was unable to service until the following weekDue to the extreme temperatures in *** ***'s area, service contractors experienced a dramatic increase in volume for service requests and were not always able to service as quickly as normalThe dispatch was reassigned to a new service contractor, ** *** *** *** *** *** who visited the home on June 18,
** *** provided a diagnosis on the air conditioning system indicating a refrigerant leak in the evaporator coil and was five pounds low on Freon, so the coil needed to be replacedThere were out-of-pocket costs associated with this replacement that totaled $that needed to be accepted by the homeowner, as the tenant, *** ***, had directed 2-HBW to contactAfter the non-covered costs were accepted on June 22nd, 2-HBW proceeded with the equipment order with the supplierAn estimated time of arrival to the service contractor of business days was given at that time
Per the Terms and Conditions of the Agreement, section B-states, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
Our records indicate that a separate service request was initiated for the secondary air conditioner on June 24, ** *** reported that the control board had shorted out and needed to be replacedAn estimated time of arrival for the part was business days2-HBW does not have control over the scheduling of the independent service contractorAdditionally, the service contractor schedules an appointment to install the part after it is received from the supplier
In reference to ** *** attire and vehicle, they are service contractors who work independently for a company separate from 2-HBWWe obtain license and insurance information from the qualified service professionals to work with 2-HBW; owning a company website and having online reviews is not a requirementWe apologize that ** *** had not made contact regarding an appointment and this will be investigated internallyAdditionally, we acknowledge *** ***'s concerns regarding the unsatisfactory experience he had with the representatives and supervisor at 2-HBW and this will also be investigated internally
Our records show that repairs to both air conditioning systems have been completedAgain we apologize for any frustration that *** *** experiencedDue to the delay that occurred, our company has reimbursed the $service fee, as well as an additional $reimbursement towards hotel stay
We thank *** *** for bringing this to our attention so we may evaluate the matter further and look forward to serving his future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/06/22) */
The Office of the President at 2-Home Buyers Warranty of ***, Inc("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We apologize for the delay that Mr*** experiencedWhile HBWVA makes every attempt to have preferred service vendors in every area, there are occasions where a contractor is not readily available to offer serviceAfter attempting to contact "in-network" contractors in Mr***'s area, HBWVA did request that Mr*** obtain his own service contractor per section A-of the Agreement which states, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured."
We apologize for this inconvenienceAt the same time, we would note that at the time of service, the contractors in Mr***'s area that HBWVA contacted were scheduling an appointment for a week or more in the future
While we do reserve the right to a second opinion, we would note for Mr***'s future reference that this primarily refers to instances in which a customer chooses to use their own service contractorHBWVA very rarely will exercise this right in an instance where we request a homeowner obtain their own service contractor
On June 19, HBWVA received a report from the contractor that Mr*** obtained that there was a restriction in the condensate drain line which needed to be clearedHBWVA authorized to pay the contractors quote of $222.50, waiving the $service fee that Mr*** would have been responsible for
We thank Mr*** for bringing this to our attention so we may evaluate the matter further and look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
2-Home Buyers Warranty of ***, Inc
Initial Consumer Rebuttal /* (2000, 13, 2015/07/14) */
From: *** *** (***@yahoo.com)
Sent: Wednesday, July 01, XXXX X:XX AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-X-XXXX)
Arranged contractor as Wunable provide their in network contractor and problem has been resolvedHowever took service calls to correct problem and would appreciate keeping this case open until contractor has settled with warrantee company due to amount of work required to accomplish repairs
Tks
*** ***
Final Business Response /* (4000, 28, 2015/09/24) */
The Office of the President at 2-Home Buyers Warranty of *** ("HBWVA") is in receipt of the rebuttal submitted by Mr***Thank you for the opportunity to review further
We apologize that Mr*** is encountering further difficulty with this claimHowever, our records indicate that the contractor Northern Neck has still not sent us any documentation, that is, the invoices and a W-formNeither have we received telephone calls from Northern NeckWe cannot pay his contractor until he submits this informationIt can be emailed to ***@2-10.com or faxed to *** The company Northern Neck was advised of where this information could be submitted at the time he called in with the initial report and price quote
Since we still have not received the necessary information, HBWVA would like to present an alternative optionIf Mr*** would like to pay the $to the contractor and then submit the invoice to our company through the means listed above, we can also send a reimbursement check directly to himHBRWC prefers to pay the contractor directly as that is traditionally more convenient for a customerHowever, due to the difficulty that has occurred with Northern Neck not providing the necessary information to allow HBWVA to pay them, this may be a quicker optionMr*** is under no obligation to accept this direction, and we can still pay his service contractor directly
Sincerely,
*** ***
Office of the President
2-Home Buyers Warranty of ***
Final Consumer Response /* (4200, 30, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Had requested Northern Neck Mechanical to fax the invoices about weeks ago and they advise this was doneHave just requested that Northern Neck e mail the invoices to ***@2-10.com and to refer to Revdex.com Case #XXXXXXXX when sending the invoices by e mailThe option for me to pay Northern Neck directly is noted but I would prefer that this matter be directly between Northern Neck Mechanical and 2-warranty as is the practice
Northern Neck will e mail invoices today and follow up with a phone call to the warrantee company to confirm that they were received

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 January 7, 2017, *** *** reported online, her oven is not heating up to the correct temperatureThe independent contractor, *** Home Service was dispatched to the property and found the thermostat had failed*** was authorized to replace the thermostat*** reported on line that they completed the work on February 8, On February 21, a request for a recall was sent to *** to revisit the homeOn February 22, 2017, *** *** called in stating the *** had missed there appointmentThere was a call placed to *** and the office manager explained the technician had a family emergency and they would not be able to make it out for weeksWe were not able to locate another network contractor to service in a timely mannerWe do regret that on occasion, this does occurWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-“If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem," *** *** advised us she was not able to locate a contractorOn March 2, 2017, our dispatch department located a network contractor to serviceThe independent contractor, *** *** *** was dispatched to the property and reported the control board has burned outIt was found the control board is no longer available but it can be rebuiltThe contractor refused to follow the process of having the control board rebuilt even though they have contractually agreed toThe contractor was sent to our contractor relations department to address thisWe were not able to locate another contractor to pull the boardIt was decided to offer *** *** a buyout and she accepted
A board rebuild is a simple process where the contractor pulls the board and it is mailed to *** will find the root cause and repair the failureFurthermore they will assess the condition of the board and address other problematic issues including replacement of failure prone components and reworking of suspect solder joints as a preventative measureAfter the board passes a full functional test, it is mailed back to the contractor*** backs their work with a year warrantyThe turnaround time is to days
*** *** states her oven had not worked since the original claim dateHBRWC was not aware of this and we had not heard any differentWe assumed the thermostat that *** reports they had replaced, had repaired her oven*** has also been sent to our contractor relations department to be addressThere are instances where an independent contractor will drop a claim, miss appointments, etcOther times where we do have difficulty locating a contractor to service a customer in a particular trade in a timely mannerLabor issues like this are out of our controlPer 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.” However, we will promptly do everything possible to expedite the service/repair
We would like to apologize for any inconvenience and delay *** *** has experiencedHBRWC is committed to providing superior home warranty protection and customer service. Her concerns enables us to make corrections and continue to improve our serviceWe value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 April 29, 2017, it was reported “online” the air conditioner is short cyclingThe independent contractor, *** *** was dispatched and reported the control board shorted, blower motor shorted and the capacitor shorted*** *** were authorized and the parts were orderedOn May 18, 2017, *** ***, advised *** *** has not received the parts yetThe representative confirmed they were delivered on May 8, She called *** *** and left a message*** *** became non responsiveThe claim was sent to our escalations departmentThe representative assigned to the case spoke to *** ***He requested to use his own contractor due to the poor experience he had with the first contractor and no shows on the other On June 7, 2017, *** ***’s invoice from his contractor was reviewed and the full amount was approved for reimbursementIt does take approximately business days from when the amount is approved, sent to accounting, processed and mailedOn June 29, 2017, *** ***’s service fee was approved to be reimbursed as to the first contractor, *** *** unprofessionalismThe contractor has been sent to our contractor relations department for an internal investigation
The independent contractor, *** *** dropped the claimIssues like this are out of our controlPer the Agreement under the Terms & Conditions B-9; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service
contractor.” We place high standards on the independent contractors that we utilizeWe expect them to provide our customers fast, reliable, professional serviceHowever, when issues such as this occur we will promptly do everything possible to expedite the repair
In *** ***’s settlement he also requests a refund for the warranty to his realtorHBRWC apologize to *** *** for the experience he has had concerning this claimWe work very hard to prevent situations like thisIf *** *** is still considering cancelling his Agreement with HBRWC, he may send a written request to [email protected] Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsSuch requests must be received in writingYou may cancel this Service Agreement at any time (send your written request to us at [email protected])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
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
We do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular trade in a timely mannerThis can also occur when temperatures increase significantly in an area, the independent contractor’s experience an unusually high volume of calls and are bookedWe do apologize for this inconvenienceThis is described in the Agreement under the Terms & Conditions, A-“If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service." Even though this is stated in the Agreement, the guidelines for using a contractor out of our area were not explained to *** ***With this being said, we have reimbursed *** *** $It will take approximately to business days to receive the check
We do apologize for any frustration or inconvenience that *** *** may have experiencedWe value his business and we look forward to serving his future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***

Complaint: ***
I am rejecting this response because:I have been in contact with the plumbing company's insurance company in Florida and they are now awaiting a response from 2-Warranty I have been informed by the insurance company that because 2-Warranty contracted with this Florida plumbing company to provide service to me, "the client", they are responsible for filing the claim2-Warranty company, to date, accepts no responsibility to the damage done to my propertyPrior to contacting 2-about the damage to my property, I contacted my own insurance company, and they felt that the damage was the responsibility of 2-Warranty as well.In 2-Warranty's terms and conditions, they state that they contract for service with ONLY licensed and insured contractors, but, for some reason, it was okay to send out an unlicensed plumber because it was just for a toilet If I had decided to reach out to a contractor other than the one that they were to send out for service, that contractor would have to have proof of a license and insurance submitted to them prior to the service date. As stated above, it is 2-Warranty's responsibility to file claim with the plumbing company's insurance company; it cannot come from me, "the client", so therefore, nothing has been resolved.
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 May 25, 2016, *** *** reported online the air conditioner is not blowing cold airThe independent contractor *** *** *** *** was dispatched and found the system was low on refrigerant and added leak seal as a precautionAdding leak seal to a system is a technique that many contractors use to repair a leak permanentlyThis is a proper acceptable repairIt can repair leaks in copper as well as aluminum coilsLeak Seal can be used in almost all cases, this option can be effective in sealing a system for up to years preventing the need for replacement
*** *** Agreement expired on June 4, and she decided not to renewWe had not heard back from her until September 10, The contractor had added the leak seal on June 3, The recall period is for days after the Agreement has expiredThis is explained on page of the Agreement under What is the 2-HBW Service Guarantee? “Service performed within the last days of the
Service Agreement will be guaranteed for days.” This was past the day period
A supervisor called *** *** to address her concernsHe received a voice mail and left a voice message requesting to call backHe will be happy to discuss this with her
HBRWC would like to apologize for any inconvenience *** *** may have experienced. We would like to thank *** *** for bringing his concerns to our attention as we do take these matters seriously.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 10, 2015/08/21) */
The Office of the President at Home Buyers Resale Warranty *** is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Ms***'s Limited Home Service Agreement ("Agreement") and applicable
claim
Our records indicate that on June 26, Ms*** placed a claim through our automated system, stating that a pipe was leakingWhen Ms*** did so, she implicitly accepted that a service fee would be due to the service contractor per the 'Who Pays What?' section of her Agreement when it states, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service callThe service fee is due when the service contractor arrives at the home."
This amount is due, regardless of whether a claim is eligible or notWith this said, we do acknowledge that had Ms*** spoken with a HBRWC customer service representative, we would have recommended she not place this claimWhile the independent service contractors utilized by HBRWC do not make coverage decisions, Ms***'s report indicates that this contractor was aware that this claim would not be eligible in advance and had an opportunity to either advise Ms*** of this, or recommend that she contact HBRWC to discuss her failures further prior to the appointment time
For this reason, we do agree to reimburse the service fee to Ms***This check will be mailed to the property address; she may expect it to arrive within 7-business days
We would like to thank Ms*** for bringing her concerns to our attention so we may evaluate the matter furtherWe look forward to serving her future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty ***
Initial Consumer Rebuttal /* (2000, 12, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: When we called in no work had been doneIf we were in fact being overcharged and would not have been completely reimbursed that would have been the perfect opportunity for 2-HBW to let us know that
Sincerely, *** ***
*** ***

Complaint:
I am rejecting this response because:I will call their new contractor and setup an appointmentMy inlaws are visiting and I was not going to schedule during their visitAfter reading the below response it is clear we are spinning in circles and are going to need Revdex.com involvementI am not sure what the detailed statements about checklists are, but the contractor did have notes to comment on the cleanliness of the house and unitThe contractors did not give me anything except for their invoicesI do understand that 2-is trying to duck and cover but I'm telling you what I saw, and what's more, *** wrote it on his invoice after I pointed it out.I respectfully dispute their respectful dispute about my comment about them calling in a second opinionThe first contractor told me that 2-did NOT want to send him back to the houseSo 2-is welcome to respectfully dispute whether or not it is factually a "good morning" or a "second opinion" but a second opinion it isSincerely,
*** ***

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”)Thank you for the opportunity to review and respond
Our accounting records indicate in August 10, 2017, *** ***’s called in to update her credit card and make her paymentOn August 14, 2017, when the credit card number was ran, it was rejectedAn accounting representative called *** *** and received her voice mailShe left a message to let her know this and to give her a call back to verify the card numberThe representative left her direct lineApparently *** *** did not receive this message as accounting did not hear back from *** *** right awayTherefore the August and September payments had not yet been paidWhen her credit card was updated, the payment resumed and *** ***’s credit card was billed for October and November instead of August and September*** ***’s account was not overchargedWe regret we will not credit the month that *** *** feels came from human errorThe Agreement is a binding contract and the pricing was agreed upon in advanced
We apologize in advance to *** ***, if accounting did not clearly communicate with her and if an accounting representative was being rudeThis matter is being investigated internally
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 the check was processed on August 15, and mailed to the property address that the Agreement coversOn August 28, and August 30, 2018, a representative called *** *** and she left a voice message both times to see if he has received the checkHe has not respondedIf *** *** still has not received the check, he can contact accounting directly at ***
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

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 For the record- YES *** DID REMARK TO MY WIFE that the dishwasher was an older model and it would not surprise him- the REPAIRMAN - if it broke down again soon! So maybe - *** THE OFFICIAL COMPANY - did not make that remark - the repairman however, DID! I do NOT misrepresent truth!
Sincerely,
*** ***

Complaint:
I am rejecting this response because: it took them weeks to get the correct heating unit in the coldest part of the yearI had children in the houseEvery time I called the home warranty in that weeks they kept telling me that it was not their problem that we didn't have heatThe contractor even asked if they could pick up the correct unit and the home warranty denied him on that as wellI babysit kids and was not able to watch any of them during this time because of no heatI lost wages because of this incident
Sincerely,
*** ***