2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the
opportunity to review and respond
Our records indicate on July 23, 2016, *** *** reported her air conditioner is not blowing cold airIndependent service contractor, *** *** was dispatched and on July 26, added a hard start kit to the compressorOn August 20, the customer called back stating the ac is not working again*** *** * *** was dispatched to the home and reported the compressor is pulling excessive amps and flipping the breakerA hard start kit was installed by a previous contractor but the compressor is in too bad of shapeThe technician recommended replacing the compressorOn August 25, 2016, ***’s called back and reported the condensing coil fins are disintegrating so he is recommending replacing the condensing unit, however due to the new seer condensing units, the evaporator coil in the home would not be compatible and would also have to be replacedThis would be an out of pocket cost to the customer since there is no failure to the evap coilDue to the excessive amount of the out of pocket costs for the customer, we were able to work with her to settle this matter
HBRWC apologizes to *** *** for the experience she has had concerning the dispatches of our contractorsIt is not our intention to tell her a contractor will be out but they do not showWhen 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 PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to
review and respond
Our records indicate on August, 2, 2016, *** *** reported his washer is not draining and is giving an error codeIndependent service contractor, *** *** was dispatched to the home and reported the motor assembly had failed and the motor was ordered*** reported on line the repair was complete*** *** was still having issues and *** was sent back to the home and reported other parts have failed and were replacedOnce again they were called out*** reported that they were able to stop the not draining error code but a new failure code came up and they were unsure of the meaning of the codeThey recommended an ** service company*** *** called in upset on having to locate his own contractorInstead of looking for a second opinion, as this would delay the claim further, it was decided to offer *** *** a comparable replacement washer or buyout*** *** settled with the buyout
HBRWC would like to apologize for any inconvenience *** *** may have experienced. We value his business and we look forward to serving his future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on July 12, 2016, *** *** reported not blowing cold air
Independent service contractor, ** *** *** *** * *** was dispatched to the home and reported the system is lbslow on Freon, there is a leak in the evaporator coil, the condensing coil and the compressor is shortedThe contractor recommended replacing the systemThe evaporator coil was no longer availableThe air handler had to be replacedThe contractor did not report to us that the air handler is a water system until we had explained that the coil was no longer available and the air handler had to be replacedThere is a maximum of $1,on water source system in the AgreementThis is located on page under Heating “*Geothermal and water source systems - $1,500” in addition, under air conditioning “* Water cooled air conditioners, High Velocity and hydronic systems - $1,500”
The cost to replace the condensing unit was $1,which left a remaining maximum of $The water source air handler alone without the cost of labor was over the $1,Due to the cost exceeding the maximum, we would not be able to move forward with replacement of the air handlerThe condensing unit had already been installed before we were aware this was a water source systemThe total $1,maximum has been offered to *** *** to put toward the replacement of the air handler*** *** has a direct email to a supervisor to respond to this offer
We apologize to *** *** regarding her customer service experience she received, hold times and the delay of this claimThe heat wave throughout the United States has created higher than wait time in the call centerThis has been addressed internallyWe also apologize that we were not aware that this was a water source system sooner
We regret that we cannot offer any further compensation toward the water source systemHBRWC has fulfilled their obligations as specified in the terms and 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 (“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 in December 2015, Independent contractor *** *** *** reported the customer has garage doorsBoth circuit boards on the openers have shortedIn March of 2016, independent contractor *** *** was called to the home and found one of the openers had diedHe was approved to replace the openerOn May 19, 2016, *** *** was dispatched and reported the force of the garage door needed to be adjusted, after adjustment, the opener worked as it should*** *** was still reporting issues, as a goodwill gesture, a second opinion was sent, *** *** *** *** was dispatched and reported no mechanical failures found*** *** was dispatched one more time to the home and reported the wiring feeding the opener had shortedNo failure to the opener, the wire going to the opener had to be repairedHBRWC will not replace an opener when there is no mechanical failure to it
HBRWC would like to apologize for any inconvenience *** *** may have experienced. 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 respectfully request the Revdex.com consider this matter closed as *** *** has decided to cancel her warranty
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 *** *** 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 March 4, 2016, *** *** contacted HBRWC and reported her oven will not turn onThe independent service contractor Appliance Professional LLC was dispatched to the property to evaluate the ovenOn March 8, 2016, Appliance Professional reported the control board is not sending information and it needs to be replacedHowever due to the age of the gas oven, the control board was no longer availableThe representative took the specs of the oven from the contractor as a 30” drgas oven which is no longer madeA comparable freestanding oven with the same dimensions was offered to *** *** along with the dimensions of the oven and the website to view it for comparisonThe representative advised *** *** that if the order is accepted and it does not fit, that the oven cannot be returnedSince she does not live at this residences, she told the representative that she would like to have her property manager review the dimensions to make sure it fitsOn March 14, 2016, *** *** called in and told HBRWC that the oven would fit and accepted the replacement and the order was placedOn March 18, 2016, *** *** called in and stated the oven was delivered and it did not fitA representative explained that since she accepted the oven and the order was placed that the oven is no longer returnable*** *** requested to speak to a supervisorShe explained to the supervisor, since the oven did not fit, the installers took the oven with themThe information of the oven was sent to our appliance department and it was found that her oven was a slitypeOn March 21, 2016, a comparable oven was located and offered to *** ***She accepted the replacement oven on March 23, and the order was placedHBRWC would again like to apologize for any inconvenience *** *** may have experienced. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer customer service concerns will be investigated further internally by our company to ensure similar situations do not arise in the futureWe would like to thank *** *** for bringing her concerns to our attention as we do take these matters seriously. We look forward to serving her 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 rebuttal submitted by *** ***Thank you for the opportunity to review further To clarify, U.SHeating and Air did call us stating that they did not find it fair to go behind ***’s work*** is independently owned and operatedThey are licensed and insured and not employees of HBRWCA supervisor agreed with U.SHeating and Air that *** should warranty their work and therefore they were dispatched to go back to the homeUS Heating and Air did not refuse the work, but did not feel it was their responsibility to go behind another contractor We do apologize again if there was any miscommunication and not updating *** *** *** is correct in that we should have passed this information on to herThe invoice for the work done has been received and has been reimbursed in full Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Revdex.com: We attempted to contact the repair company several times prior to the phone call yesterday on 1/3/However, I was able to get in touch with someone today at the repair company and will proceed with them
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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

Initial Business Response /* *** ** *** */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and the applicable claimThank
you for the opportunity to review and respond
Our records indicate that on April 16, HBRWC received a report from the independent service contractor AC Doctors that the air conditioning systems' evaporator coil was leaking and the compressor had shorted outThe contractor was authorized to replace the compressor and evaporator coil pursuant to section B-of the Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
While the compressor was available and picked up on April 23, we do regret that there was a delay in the evaporator coil orderSection B-of Mr***'s 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."
With this said, we do acknowledge that Mr*** has experienced an abnormally long delay in his claimWe apologize for this inconvenienceHBRWC strives to provide fast, reliable service and anything less is unacceptableWe reimbursed Mr***'s Service Agreement as a gesture of goodwill for this reason
We did not offer Mr*** any assistance for his family to stay elsewhere, as we regret that we are not liable for such expensesThis is advised in section B-of the Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
At this time, we have verified with the contractor that the repairs were completed on Saturday, May 23rd and that the system was operational at the time of completionWe again apologize for the delay that Mr*** experiencedAs repairs have been completed, we do request this matter be considered closedWe thank Mr*** for bringing his concerns to our attention as we do take these matters very seriouslyWe look forward to serving Mr***'s future warranty needs
Sincerely,
*** ***
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
HBRWC quoting warranty fine print is a cop out for justifying horrible serviceTheir excuse according to Section B-"We are not liable for failure to provide timely service due to conditions beyond our control..." I find it hard to believe that this situation was out of the control of a company so large, with so many resources, and so much experience in repairsFollowing up with the warranty company week after week, we were told the part had been ordered on three different occasions and even given a guaranteed delivery date on one of those instancesOn said date, the A/C company informed us that HBRWC had still not even placed the orderAnother phone call to HBRWC inquiring where the part was, we were told a member of customer care would contact us in hours(Apparently the people taking calls from customers to resolve their problems are not "customer care" employees???) We were contacted by customer care to inform us that the work order placed somehow did not make it the vendortimes!!! Even when confirming a guaranteed delivery dateAs far as reimbursing us "as a gesture of goodwill", it was granted weeks into this ordeal and we had to ask for itSo, yes, we can consider this matter to be closed because we do have cold air blowing now, days later

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 June 15, and applicable washer claim
that was placed April 22, Thank you for the opportunity to review and respond We sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on April 22, 2016, *** *** reported her washer when going through the spin cycle, it would not fully drainIndependent service contractor, Expert Appliance was dispatched to the home and found the drain pump burnt outThe contractor was authorized to replace the drain pump and the pump was ordered On May 5, 2016, the technician called in and stated he went out to install the pump and noticed that the motor was burnt out and that it was working just fine when he first diagnosed the washerHe further stated the customer used the washer in that time frame and that is what caused the motor to burn outThe contractor was further confronted about what *** *** had stated that the technician said it was ok to use the washerThe contractor stated they never told the customer that they could use their washer This is a he said, she said conditionAs a resolution and not an admission of liability, HBWRC is prepared to offer *** *** a replacement buyout for her washer since she has already had it replacedA representative of this department has called her and left a voice message with a direct contact to discuss our settlement proposal HBRWC would again 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. We value her business and look forward to hearing from her soon Sincerely Office of the President Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: The issue has yet to be resolvedI have not heard anything further from this business since they called to ask me to send a new scan of the contractor's invoice/work order.
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) 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 July 19, 2017, Mr*** reported this washer continues to stop on DC code and needs to be restartedThere were several attempts to locate a contractorA contractor was located that we thought had accepted the dispatchMr*** contacted us on July 28, advising no one had contacted himThe representative waived Mr***’s service and located a contractor, *** *** that could service***’s reported the sensor that keeps the washer in balance is faulty***’s was approved to replace the sensorThe sensor was ordered thru Marcone with an eta of 8/14/On 8/25/17, Marcone advised the part was shipped out on 8/10/The part could not be located and it was reordered with an eta of 9/1/***’s called in to report he replaced the sensor and the washer seemed to be working properlyHe called Mr*** a week later just to check if the washer is still operating correctlyMr*** advised it was doing the same thing***’s recommended the washer be replaced as there is an internal shortOn September 14, 2017, Mr*** was emailed an offer of a comparable replacement or the cash buyoutMr*** called in and accepted the buyout
Mr***’s complaint against ***’s when Mr*** stated “, he never started the machine or saw the issue but stated that it needed a sensor” has been forwarded to our contractor relations department to investigate and address the contractorThis is not a proper diagnosisWe appreciate Mr*** in bringing this to our attentionHis customer service concerns are also being reviewed as this enables us to make corrections and continue to improve our service
There are some things out of our control, such as the lost shipment of the sensorAs explained in the Terms & Conditions; B-“We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” We acknowledge that there were other opportunities to provide Mr*** with better service and we work very hard to prevent situations like thisWe apologize for any frustration or inconvenience this may have causedWe value Mr***’s business and look forward to serving his further warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Mrs***’s Agreement has a dollar limit set forth for all kitchen appliances of $The “Limitations” section of the Agreement under Kitchen Appliances states; “All kitchen appliances - $per appliancePurchase of the Deluxe Appliance Coverage option removes this limitation.” This option was not purchasedThe independent contractor had reported additional failures after the $maximum had been exhaustedThis means Mrs*** would be responsible for any further repairs to her refrigeratorA representative called the *** residence and received a voice mailA message was left explaining this
A representative in the escalations department was attempting to get a hold of the contractor to get more information on what additional failures were found as it was recently after they had made the prior repairShe also left a voice message at the *** residenceMrs*** had not returned the call and accounting received her request to cancel her AgreementWe apologize that her experience has led her to this decisionThe Agreement was cancelled as stated in section F of her Agreement, This is a pro-rata refundMrs***’s service fee has been refundedIt will take approximately to business days to receive the check
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on June 19, 2017, *** *** reported her air conditioner is not blowing cold airThe independent contractor, *** *** was dispatched to the property and reported both the ***’s need to be replaced*** *** did not provide the parts department the part #’s for the ***On June 23, 2017, we emailed *** *** to supply these minor parts to avoid delays for research on our sideOn July 4, 2017, *** *** reported online that they had completed the work
On July 5, 2017, a separate claim was set up for the air conditioner*** *** was dispatched and the technician reported there are restrictions in the evaporator coil of the heat pump package unit*** *** refused to replace just the evaporator coil and would only replace the package unitWe will not replace an entire system when only one component needs to be replacedWe are a warranty companyIt is the policy of warranty companies to perform a repair when one is possible*** *** refused to replace just the evaporator coil
The independent contractor, ** *** & Cooling was dispatchedOn July 13, 2017, ** *** reported the compressor is locked up, the reversing valve is stuck in heat modeDue to the compressor failure there is debris inside the coil causing restriction on refrigeration line and reversing valve to be stuck on heatDue to the numerous major repairs, ** *** recommended replacement of the package unitHBRWC agreed with ** ***’s decision and they were s authorized to replace the package unitThe package unit was ordered and the ETA is July 20,
We regret that we are unable to address the expenses for hotel stay, portable ac units and out of pocket costsThis 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.”
We do apologize for any inconvenience and delays *** *** has experiencedWe strive to make the service a seamless process for our customersWe strive to provide superior home warranty protection and customer service
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on June 20, 2017, *** *** reported the home is not reaching the desired temperatureThe independent contractor, *** *** * *** *** was sent the dispatch to evaluate the air conditioner furtherOn June 30, 2017, *** *** reporting the contractor was a no show and *** *** claims they did show up*** *** felt the contractor was dishonestThe representative offered to locate another contractorAt the time of the requested service there were no other contractors to service in a timely manner*** *** was offered to locate his own contractor and the guidelines were emailed to himPer 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."
On July 10, 2017, a representative of this department located a contractor, *** *** * *** ***, in his area that had openings and could service in a timely mannerThe representative called *** *** and he advised he was on vacation and he had not located a contractor on his ownThe representative dispatched the contractor*** *** will schedule with the contractor when he gets back home
We do apologize for any frustration or inconvenience that Mrand *** *** may have experienced during the claims handling process. We value their business and we look forward to serving their future warranty needs
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at 2-Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case by Ms***We have located Ms*** Limited Home Service Agreement ("Agreement") and applicable claimThank you for the opportunity to
review and respond
We sincerely apologize for any frustration or inconvenience that Ms*** may have experienced during the claim handling processOur records indicate on November 17, 2015, Ms*** reported her furnace was not blowing hot airThe independent service contractor, Low Country's Best Heating was dispatched to the property to evaluate the claim furtherOn November 18, 2015, Low Country's Best called in their diagnosis as the solenoid on the gas valve had failed and needed to be replacedLow Country's Best installed the Gas Valve on November 20, While the technician was testing the Package unit, he then found a crack on the bottom of the heat exchanger and determined the heat exchanger now has to be replacedThis is a Goodman Package unit and worthy of repair
On November 23, 2015, the heat exchanger was sent to our parts inquiry department to locate and order the heat exchanger
On November 25, 2015, the heat exchanger was found to be available through the factory and the order was placedUnfortunately, factory orders due have a longer turnaround time on deliveryPursuant to the Terms & Conditions of the agreement B which 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"
Due to the additional failure found and the delay of the heat exchanger, on November 25, 2015, as a good will gesture, HBRWC offered Ms*** her $deductible to be reimbursed and an additional $to put toward temporary heating; such as space heaters
On December 2, 2015, HBRWC found that the heat exchanger was expected to arrive December 7, On December 9, 2015, HBRWC followed up with Low Country's BestThey confirmed they had contacted Ms*** and advised her they had the heat exchanger
On December 14, 2015, Ms*** called stating the contractor was out at the home but was sent the wrong partWe called the contractor, who stated they thought they had the correct heat exchanger that we ordered but it was for a different customerThey called the supplier and Ms***'s parts had not arrivedA HBRWC representative tracked the heat exchanger to find out that the supplier had no record of the orderThe heat exchanger is in stock at another branch and still needs to be transferred to the local branchThe heat exchanger order was immediately resubmittedThe eta is to business days
The supplier finally received the heat exchanger on December 24, Low Country's Best has a scheduled appointment for December 24, with Ms*** for installation of the heat exchangerWe acknowledge that some of the delays occurred were preventable, and will have this matter investigated further internally so we may make corrections and continue to improve our service
HBRWC would again like to apologize for any inconvenience Ms*** may have experiencedHBRWC strives to provide fast, reliable service and anything less is unacceptableWe also acknowledge her statements regarding the customer service that she receivedHBRWC strives to provide professional serviceWe will have Ms***'s customer service concerns reviewed and addressed internally due to the dissatisfaction that she reported
Sincerely
*** ***
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: given the sheer timeline of this claim it is clear that 2-is at fault Untrained employees, information documented into their system in an attempt to prove their case I was never informed the refrigerator would not be covered by 2- *** *** who is the original representative handling this claim refused to answer calls, and emails In the few times contact was made she was not aware of 2-policy and always needed to contact her supervisor Which in turn was never relayed to me Here are the facts of this claim. My outlet failed from what can be assumed a surge from the refrigerator. Food spoiled, causing life threating mold. A repairer was scheduled by ***, but then canceled by 2-10/*** due to the fact the refrigerator still cooled Mold can not be repaired. 2-neglected to respond to communication from me, and proceeds to schedule another repair with an appliance company in Arlington without my knowledge or approvalThis appointment was canceled by 2-for the same reason as the first. 2-then neglected to answer calls or emails for several weeks. Once I was able to get into contact with their escalations department I was then informed that my claim had been denied I asked to speak with a supervisor, was transferred to her voicemail, left a message, and never received a response This claim was misshandeled from the beginning Padded with information in an attempt to cover up employee mistakes, and is now trying to be dismissed That is unacceptable Had they provided quality customer service from the beginning we would not be in this situation BottomlineI had a warranty on my appliance It failed They need to replace it The fact we are months into this claim and the refrigerator has been despised of, and not able to be repaired is their fault Not mine I ask the Revdex.com to order a reimbursement, or please show this report on their record, and let their rating reflect their poor quality of customer service.
Sincerely,
*** ***

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 September 29, 2016, Mr*** reported his oven is not heating to the correct temperatureThe independent contractor, *** *** *** was dispatched and found a gas leak, a valve cracked and a burner tubes leakingThe contractor direct supplies his own parts through our account and he ordered the partsMr*** called in on October 13, to check the status of his claimThe representative found two of the three parts were delivered on October 6, but the third part was on backorderMr*** did not want to wait any longer and took a repair buyoutThe representative processed the oven buyout check as a full and final settlement for Mr***If Mr*** would please reference his Agreement under 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 or labor difficulties.” The backorder of the part was out of HBRWC’s control
HBRWC would like to apologize for the inconvenience Mr*** experienced due to the backordered part. We regret that we cannot offer the full cost of the oven he had replacedHBRWC 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

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

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by *** * *** ***We have located *** * *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity
to review and respond
Our records indicate on July 22, @ 7:am MST, *** * *** *** reported their air conditioner is not coolingThe dispatch was set up for the independent network contractor, *** *** * *** *** * ***At 8:am MST, the ***’s cancelled the dispatch due to the network contractor was too busy and they had their own contractor thereThe guidelines for using a contractor out of our network were then emailed to themThis complaint pertains to number and of these guidelines:
“Emailed: ***
1. 2-Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement. 2-Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement. The cost for you to use an out of network contractor is usually significantly more than using a contractor from our networkAlso, your service contractor does not have the benefit of our national purchasing power for parts and equipment. It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference
Number makes it quite clear that HBRWC will only consider reimbursement of the costs that a Network Contractor would have charged for the same repairThis is also locate in the Agreement under the Terms & Conditions; A-2.a “If we elect payment, the amount will equal the lesser of:…(ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost)”
4. The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made. 2-Home Buyers Warranty will not pay for any repairs that are made without its authorization
Number of the guideless explains that the contractor must call in BEFORE repairs are made
This is also listed in the Agreement on page under Who pays what? “2-HBW will pay or reimburse you for costs that have been pre-authorized for a covered repairService performed without pre-authorization will not be paid.” Also under the Terms & Conditions A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.”
The ***’s did have their contractor call in the diagnosis and found the fan motor and the capacitor had failedHBRWC is not sure if their contractor completed the work before or after calling in the diagnosticsWe can only assume the work was completed before the contractor got approval from HBRWC as Mr*** was not happy with the reimbursementIf the work would not have been done, we would have had the opportunity to explain to the ***’s that their contractors cost are very high compared to a network contractorThere contractor charged $for the fan motor, $capacitor and labor $= $Our average cost for a condensing fan motor is $to $125, capacitors average $and a contractor can install these parts within an hourHBRWC’s total was $- $service fee = $reimbursementSince the ***’s did have their contractor call in, the representative approved what we would have paid a network contractor
At the request of the ***’s, the phone call was pulled and listened toThe representative spoke to Mrs***The representative did not tell her that we would reimburse their contractor in fullThe representative explained that if our contractors cannot service as soon as she’d like, she can use her own contractorMrs*** wanted to know the process of using a contactor out of our networkThe representative stated; “Basically the way it works is you get a contractor to come out thereWhen he gets out there and makes his diagnosis, he calls us, lets us know what his diagnosis is, we give him authorization, he makes the repairs, and submits the invoiceThen we send you a check that usually takes to business days.” The representative advised to reach out to our contractor to get the soonest available appointment as possible as service right now is anywhere from to days (due to the heat wave)In closing the call: “After that, like you said you can go ahead, look into looking at other service providers and see if you can get a sooner appointmentIf you’re able to give us a call, and we’ll go ahead and send you the Out-of-network guidelines which basically gives you step by step instructions on how to use an out of network contractor and still be able to work with 2-10.” Mrs*** replied “Okay.”
HBRWC does not feel the representative mislead Mrs***The representative did explain that the guidelines would be emailed to her with step by step instructions if she decides to use her own contractorThe ***’s decided to use their own contractor and the out-of-network guidelines were immediately emailed to them
We do apologize that we are unable to reimburse any additional amount2-HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation