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 air conditioner claimThank you for the
opportunity to review and respond First, we acknowledge the trouble *** *** went through with contractor and the comment by contractor HBRWC finds the statement made to *** *** unacceptableA stern criteria of the independent contractors we use is to provide our customers reliable and professional serviceThese contractors have been passed along to our contractor relations department to investigate and address the contractors Our records indicate Charlotte Air Experts (contractor 3) found the compressor locked upAfter the new compressor was installed, the technician found there was a restriction in the condensing coilThere was an option to replace the condensing coil or the condensing unit*** *** lives in North Carolina where government regulations follow the Air Conditioning, Heating, Refrigeration Institute (AHRI) guidelinesDue to these government regulation, in her state, the evaporator coil must match the outdoor condensing unit in brand and seer as well as being tested to be compatibleHBRWC decided to replace just the condensing coilThis way, *** *** would not be responsible for out of pocket costs of the indoor evaporator coilWhen *** *** found the contractor was just replacing the condensing coil, she had him check the indoor coil and the contractor did find a leak on the indoor coilIt was determined at that time that we would move forward with a full system replacementThere were out of pocket costsAs a gesture of goodwill due to the longevity of this claim, HBRWC has picked up half of the out of pocket costsHer air conditioner system has been replaced HBRWC apologizes to *** *** for the experience she has had concerning her hold time with the customer service department and the delay to her claimWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service Sincerely, Office of the 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
I have received the check and appreciate the response from the business
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 April 7, 2016, the independent service contractor, *** ** *** found failures with the outdoor condensing unitHe recommended replacement of the condensing unitSchmidts told us that the indoor coil would be compatible to the new condensing unitThe condensing unit was ordered and installedOn June 6, *** *** reported he was having the same issueIndependent service contractor, *** * *** was dispatched to the home and found that the coil was not compatible to the new condensing unit*** * *** was authorized to replace the coil*** ** *** was sent to our contractor relations department to investigate and address the contractor*** * *** was authorized to replace the evaporator coil As a resolution and not an admission of liability, HBWRC contacted *** *** and has offered to reimburse *** *** his out of pocket costs he paid to the contractor to install the new evaporator coil and assist in the cost of the fans 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. 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 (“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 the evening of May 16, 2017, *** *** reported online, the air conditioner was not coolingOn the afternoon of May 17, 2017, *** *** called to report the contractor was shady and rude to herThe representative offered to send another contractor or she could get her own contractorThe representative sent this information to our contractor relations department to discuss with the contractor*** *** chose to use her own contractor which reported multiple leaks in the indoor evaporator coilThere were no other failures foundThe contractor quoted a price to include full system replacement and furnaceHBRWC is only liable for the failed evaporator coilWe are a warranty company; our policy is to perform a repair when one is possibleThe final decision for repairs or replacement is solely oursThis is explained in the Agreement under the Terms & Conditions, B-“We solely determine whether covered systems or appliances and their components will be repaired, replaced or if payment is provided in lieu of services" On May 26, the representative offered *** *** a repair cash buyout of the evaporator coil or authorize her contractor the cost to replace the evaporator coil*** *** accepted the cash buyout for the coilIn addition, the representative refunded her service fee
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling processWe regret we will not be replacing her entire system due to one component of her air conditioning needing to be replacedHBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/05) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement")Thank you
for the opportunity to review and respond
After careful review, we regret that we have verified that the replacement of Mr***'s condensing unit is not eligible for coverageOur records indicate that on September 30, the independent service contractor Aire Serv of Vancouver reported that the indoor air handler had failures to the control board, blower motor, control board relay, and also the thermostatDue to the number of failures and the contractor's recommendations, HBRWC determined that the entire air handler would need to be replacedThis decision was made pursuant to section B-of Mr***'s Agreement when it states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
While the air handler is eligible for coverage, there are no mechanical failures to Mr***'s outdoor unitIn the state of Washington, it is now required that when equipment be replaced, it be upgraded to a new R410A systemMr***'s current outdoor unit would not be compatible with this change and as such, needs to be replaced as wellThis upgrade of the outdoor unit is not eligible per section B-of the Agreement as follows: "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliancesCorrections to code violations are covered up to $per Service Agreement, with Supreme Protection, or when HVAC Plus is purchasedWe do not perform verification and/or diagnostic testing of ductwork the sealing of ductwork and associated repair costs."
The dollar amount of $1,total was offered to Mr*** as an alternative to having the system replaced through the independent service contractors that HBRWC dispatchedThis amount is the sum that HBRWC would pay for the eligible parts and labor associated with the replacement of the air handler, and will not be increasedWe would note that this is explained in section A-2a of Mr***'s Agreement which states, "If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the "DOLLAR LIMIT" reduced by the service fee paid to the service contractor by you."
Finally, we would respond to Mr***'s statement regarding the equipment to his home potentially being undersizedSection B-of Mr***'s Agreement states that HBRWC matches the features of the existing equipment when offering a replacementFor air conditioning equipment, this means that HBRWC will replace the size and output that is currently at the home
The independent service contractor did suggest that Mr***'s existing equipment may not be producing the correct level of cooling for the size of the homeTheir recommendation was to have Mr*** have a load calculation performed to determine whether or not the system needs to be upgradedIf an upgrade is required the costs associated with larger equipment would not be eligible as stated in section B-of the Agreement: "Costs to repair failures due to inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, will be at the homeowner's expense
HBRWC apologizes that we cannot be of further assistance with this matter as we have verified the options provided to Mr*** are correct per the coverage stated in his AgreementWhile we are not able to be of further assistance, we none-the-less appreciate Mr*** bringing his concerns to our attention so we may review the matter further, 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 (“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 December 11, 2015, due to the failures of the microwave, HBRWC decided to offer a comparable replacementA call was placed and a voice message left with the replacement offer or the replacement buyoutOn May 31, 2016, *** *** called in and accepted the new microwave oven and it was orderedOn August 15, and email was received from the customer stating the microwave does not fitA representative contacted *** ***, she said the microwave would stick out inches farther than her old microwaveShe also reported there's a bottom piece that the tech couldn't removeIf this is why the new microwave sticks out further, then *** *** will have to have some carpentry modifications to remove the bottom piece in order to make the new microwave fitPer the Agreement under the Terms & Conditions B-“When replacement systems or appliances of identical dimensions are not readily available, we are responsible for installation of “like-kind” equipment but not for the cost of construction or carpentry needed because of the different dimensions.” This means if there are any modifications, this would be the customer’s responsibility*** *** would see if her husband can remove the bottom piece so the technician can install the new microwaveThe representative requested *** *** to call back once the bottom piece is removedThen we can send the contractor back out for installationWe have not heard back from *** ***A supervisor has been assigned to this case, he has called both phone #’s that we have on file and received voice mailHe has left voice messages to please call back on status so this issue can be resolved
HBRWC would like to apologize for any inconvenience *** *** may have experienced. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the 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 processOn the air conditioning claimOur records indicate *** ** ***s Agreement went into effect September 15, 2015, On September 16, 2015, *** (the realtor who sold the home) called in on behalf of Mrs*** and reported the air conditioner is not workingThe claim was set up as an emergency due to the customer has asthmaIndependent service contractor, Customer Plumbing, Heating, A/C & Refrigeration was sent a dispatchWe explained to *** to allow at least hours before contacting the contractor to set up an appointmentTwenty minutes later, *** reported that Mrs*** already had the air conditioner fixedNormally there is no reimbursement for repairs which were completed with no prior approval as specified on Page 3, under “Who pays what?”; “2-HBW will pay or reimburse you for covered costs that have been authorizedService performed without prior authorization will not be paid.” Also, pursuant to section Aof the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractorIf 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 service.” We requested *** to send in the invoice to see if we can review for some kind of reimbursementThe invoice was never receivedAfter this complaint was filed, a representative of this department called and spoke to Mrs***She was never told personally that she could send in the invoiceShe is not sure if she can still locate itShe was given a direct email to forward it when it is locatedOn December 28, reported her Dishwasher is leaking all over the wood floors in the kitchenWood floors are not covered under the AgreementThere was an apology given to Mrs***, if she was misinformed about the consequential water damage to her wood floorsUnder 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 well as B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes…water damage”For consequential/water damage claims, it is recommended that Mrs*** check with her Home Insurance companyOn January 7, 2016, Independent service contractor help Services called in their findingsThe pump of the dishwasher had rotted due to hard water/calcium as well as a clogged drain due to glassOur notes indicate there was no further action on the claimAfter speaking with Mrs***, a new dishwasher comparable to the one she has now or a replacement buyout was offeredMrs*** has accepted the replacement buyoutAgain, we apologize for the inconvenience which Mrs*** experiencedWe strive to provide fast and reliable service to all of our customers and anything less than that is unacceptableWe want to thank Mrs*** for bringing the customer service issues to our attentionWe will further investigate these internally so we may make corrections and continue to improve our customer serviceWe 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 (“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
The independent contractor, *** ** * *** did swap out the indoor evaporator coil with the exact same coil under manufacturer’s warranty (“MFW”)This means duct modifications are normally not necessaryOn December 8, 2017, Mr*** was now having heating issuesOn December 26, Mr*** advised he refused to have *** come back to his homeThe independent contractor * * * *** was dispatched and reported that there was no failure to the new MFW evaporator coilHowever the ductwork is not sealed properlyDuct tape was used to seal the duct connections and there were gaps left causing air leaksThere is also a lower liquid line sticking out too far which should also be incased* * * did advise that he cannot determine if the previous contractor that installed the MFW coil had caused any damage to the duct workFrom * * * observation, *** just replaced the evaporator coilThe ductwork is loose and some of it got wet from the coil leaking previouslyThe ductwork needs to be redoneIt is assumed that *** is the contractor that could have caused this, although Mr***’s home is new and this could have been done during original install
This information was sent to our contractor relations department to address *** denied the ductwork allegations and said he would not go back to the home to fix something they did not doThe representative explained she will go ahead and release their insurance information to Mr***; *** understoodThe representative has emailed Mr***, *** insurance information
All of the contractors that are utilized by 2-HBW are independently owned and operatedThey are all licensed and insured and not employees of 2-HBWIf Mr*** feels that the independent service contractor, *** caused further water damage, his dispute is with *** and their insurance company and not 2-HBWThis is one of the reason we make sure all of the independent service contractors we contract with on pricing are licensed and insuredThe Agreement is not responsible for consequential property damage as stated in the Terms & Conditions; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
Mr*** has *** insurance information, and that is the most we can do for him if there is a consequently property damage claimA representative contacted Mr*** and decided we will have * * * to correct any workmanship issues of *** since they were not willing to go back to the home* * * has reported they will make the corrections
We apologize to Mr*** that he did not receive the quality service that he expected as 2-HBW is committed to providing superior home warranty protection and customer serviceHis feedback allows our company to serve our customers betterWe will have his concerns including the phone service 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 (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) which went into effect January 19, and applicable claimThank
you for the opportunity to review and respond
Our records indicate on February 21, 2018, Mr*** reported his air conditioner is not blowing cold airThe independent contractor, *** *** ** *** was dispatched and reported the ***’s have not moved in yetThe system is void of lbsof refrigerantHe did a leak test and found the refrigerant leaked out from the indoor evaporator coilIn the contractor’s professional opinion, this has been going on for a whileThe home inspection report was reviewed, and the ac was not tested for proper operation due to the outside temperaturesThe inspector recommended the air conditioner be evaluated by a qualified HVAC specialist, but this was not done
A representative did tell Mr*** that we are covering the replacement of the evaporator coil before a full evaluation was done.. The claim was then reviewed furtherOur HVAC specialist assessed that given the amount of refrigerant that had leaked out of the system and the review of the home inspection, the system was not in good working order a few weeks earlier when the Agreement went into effectAs stated in the Agreement’s Terms & Conditions; “are in place and in good and safe working order at the beginning of the Service AgreementCoverage 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 test.”
We acknowledge that there were opportunities to provide Mr*** with better service and we work very hard to prevent situations like thisIn order to preserve goodwill for our business, we have amicably resolved this issue with Mr***
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 [redacted], and find that this resolution is satisfactory to me. I await 2-10's refund of $75, the deducible I paid, for the significant inconvenience caused by the contractor it selected. 
Sincerely,
[redacted]

The Office of the [redacted] at [redacted] ("[redacted]") is in receipt of the rebuttal submitted by Ms. [redacted]. Thank you for the opportunity to review further.
On October 23, 2015 a supervisor with [redacted] contacted Ms. [redacted] advising of her options and that she would need to update [redacted] regarding whether she would like the $1500 claim limitation paid to her or to the service contractor. At that time, she stated she would review with our husband and then contact our company back with a decision. We apologize if Ms. [redacted] felt that there was any misunderstanding regarding this. At the same time, we do require that she verbally confirm her decision, and the name and address for any checks, by calling [redacted].
We disagree with Ms. [redacted]'s statement that their contract lists the $1500 claim limitation in the fine print. Rather, [redacted] would note that the dollar limitations stated in the Heating trade section of the Limited [redacted] Service Agreement ("Agreement") use the same font and size as the items listed as eligible and excluded from coverage. [redacted] strives to ensure that the Agreements provided to our customers are as concise and informative as possible, and are documents are clear in stating dollar limitations & when they are applicable.
As the boiler costs more to supply than the $1500 claim limitation, we regret that [redacted] was unable to supply equipment for this claim. This is why [redacted] neither ordered the equipment nor offered to order the equipment for the contractor. This is one of the reasons why she was given the option of accepting the $1500 in the form of a check made payable to herself or the alternative of having the $1500 paid to the contractor with Ms. [redacted] being responsible to pay the difference. In either scenario, it was the contractor who ordered equipment. This was not ordered at any discounted rate from the supplier, nor is there an option for a customer to a pay [redacted] fees to supply equipment.
As our previous response indicates, we will not be offering any additional remuneration over the amount that has already been offered. Section B-5 of Ms. [redacted]'s Agreement notes that, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
Sincerely,
[redacted]
Office of the [redacted]
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and respond....


 
Our records indicate on October 14, 2016, Mr. [redacted] reported his fridge is not cooling. The independent contractor, [redacted] was dispatched and reported the compressor relay had shorted out and the water inlet valve that supplies water to the ice and water dispenser is leaking. The contractor replaced the compressor relay. As Mr. [redacted] points out there were issues with [redacted]. On October 20, 2016, the independent contractor [redacted] was dispatched. They had a scheduled appointment for October 24, 2016. On October 24, a representative called Mr. [redacted] to confirm the contractor kept the scheduled appointment. He received a voice mail and left a message. Later that day Mr. [redacted] sister called and said the contractor took care of the issue. On October 25, 2016, Mr. [redacted] sent in a complaint similar to this Revdex.com complaint (with the exception that there was no mention the breaker is tripping again) to our customer care department. The representative assigned to this claim contacted the contractor, [redacted]. They reported [redacted] did not wire the compressor relay correctly and it blew the relay. [redacted] replaced the compressor relay and made sure it was wired correctly. [redacted] did not tell us the breaker continued to trip after installing the relay. The representative then called Mr. [redacted] to address his complaint. She received his voice mail and left a voice message apologizing for the delay of this claim. Mr. [redacted] has not responded. As far as we knew, there were no further failures. If the refrigerator is still not functioning properly, we would be happy to set up a recall dispatch to [redacted] for Mr. [redacted]. We would not charge a new service fee. A representative called Mr. [redacted] again to follow up on this claim. A voice mail was received and a message was left to please call if he needs to set up a recall visit for the contractor.
 
We were not able to locate the notes concerning breaker size under the electrical claim. However, Mr. [redacted] concern that it could be the refrigerator may need a 30 amp instead of a 20 amp breaker. There is no failure to the 20 amp breaker. Upgrading to a higher amp breaker is not eligible for coverage. Per the Agreement under the Terms & Conditions B-2 “we are not responsible or liable to upgrade equipment, components or parts”. This would be an out of pocket cost for Mr. [redacted]. Mr. [redacted] service fee has been reimbursed under the electrical claim.
 
HBRWC apologizes to Mr. [redacted] for the customer service experience he has had and the delay of his refrigerator claim. [redacted] has been sent to our contractor relations department to address their unprofessionalism. Our representatives strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service. We value his business and we look forward to hearing from him soon.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/11) */
The Office of the President at [redacted] Corporation ("[redacted]") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted]. We have located [redacted]'s Limited Home Service Agreement ("Agreement") and applicable...

claim. Thank you for the opportunity to review and respond.
Our records indicate that [redacted] is referring to the $108 in non-covered charges associated with the replacing the compressor. This is the contractor's cost to remove and dispose of the refrigerant and failed compressor. The refrigerant in [redacted]'s air conditioning system is considered a hazardous material and any component that houses the refrigerant and the refrigerant itself must be disposed of per [redacted] Guidelines stated in the Clean Air Act. This is not eligible per section B-9 of the Agreement which states, "We do not remove any hazardous materials including asbestos; do not transport or store any hazardous materials; and do not perform any repairs where there is environmental contamination or if such repairs would cause contamination. We do not pay charges or fees to dispose of an appliance, system or component, including, but not limited to: condensing units, evaporator coils, compressors..."
We apologize for any inconvenience that this may cause. At the same time, [redacted]'s Agreement does explain that, "To keep the cost of this[redacted] Service Agreement (Agreement) affordable, we cannot cover everything." There are items, such as disposal of hazardous material and equipment which are specifically listed as not eligible for coverage.
[redacted] further apologizes that [redacted] did not receive contact by a supervisor as he requested on June 11th within the 48 time frame. Our company strives to provide fast, reliable service and anything less is unacceptable. We will have this evaluated internally.
On June 14, 2015 [redacted] accepted the $108 I non-covered charges. Repairs were completed four days later, and per our information the air conditioning system is now operational. We thank [redacted] for bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
[redacted] Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on July 7, 2017, [redacted] reported her little air coming from the vents. The independent contractor, [redacted] was dispatched to the property and reported the [redacted] unit was frozen over from two large leaks in the evaporator coil. [redacted] was authorized to replace the coil. The evaporator coil is located inside an air handler. This evaporator coil is an Original Equipment Manufacturer (OEM) part.  This means that the identical evaporator coil has to be ordered for [redacted]’s air handler, as a universal evaporator coil would not be compatible. The information was sent to our supply research team to locate the coil. [redacted] was told that the coil had already been ordered when in actuality the information was sent to supply research department to locate. We do apologize for this internal error. The coil was found, the order was placed for ship to the contractors shop. [redacted] advised the ETA of 7/24/17. On July 27, 2017, [redacted], had called as there was no updates. The coil was tracked. [redacted] shipped the coil through [redacted] delivery. The ETA changed to 7/31/17. A Purchasing representative contacted the [redacted] facility for clarification. [redacted] office personnel advised they have already spoken to the contractor about the order and the contractor agreed to pick the coil up from the distribution center on 7/31/17. A call was placed to the contractor, and this was confirmed. A call was placed to [redacted] and a voice message was left.
 
We acknowledge that the parts research department could have located the coil sooner. Due to the high temperatures in the United States, this has put an additional demand on HVAC parts/equipment research and ordering. HBRWC is trying to research and process the orders as quickly as possible. We do apologize for this inconvenience. There are some things that our out of our control. We had no control over the delay in the order of the OEM coil once it was placed through [redacted]. This is explained in the Agreement in the Terms & Conditions B-10 “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.”
 
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 [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claim. Thank you...

for the opportunity to review and respond.   Our records indicate That [redacted] purchased the Basic plan with the HVAC Plus Amendment “on line” which only covers the listed kitchen appliances. In order to have HVAC coverage, it is necessary to purchase the Enhanced Package. This is clarified in the Terms & Conditions of the Agreement. Air Conditioning and Heating are listed under the Enhanced package. [redacted] added the HVAC Plus to her basic plan. The HVAC Plus is not the purchase of HVAC coverage but rather an amendment to offset out of pocket costs due to government regulations, mandates and code upgrades.   There were 2 attempts to call [redacted], the first time the line just rang, the second time it was switched to a fax. An email was sent to her on July 22, 2016 that we were attempting to get the enhanced package added due to her misinterpretation of the enhanced coverage vs the HVAC Plus amendment. The sales department has agreed to add the enhanced package to [redacted] Agreement for the remainder of the term in order for her to set up an air conditioning claim. This is no additional cost to her.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her 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 [redacted], and find that this resolution is satisfactory to me now that the service fees are being refunded.I will pursue getting an independent plumber opinion on the plumbing issue being tied to the recirculation pumps.Additionally, I hope that 2-10 Home Warranty will address their lengthy weight times in their call centers in order for their customers to be able to avial themselves of the warranty services they have purchased as well as enhance their service center note taking for files in order to handle customer inquiries in a timely and fair manner.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
We openly apologize for the delay in processing the check. Our records indicate the representative that took Mr. [redacted] information for payment failed to complete the process. The check had since been processed and Mr. [redacted] should now have it. If for some reason he still does not have it, we ask he call our accounting department at ###-###-####.
 
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 [redacted], and find that this resolution is satisfactory to me.
 I would like to thank 2-10 HBW for acknowledging the issue and taking action to correct it. It is unfortunate that this couldn't be handled through 2-10 customer support, but I appreciate their willingness to handle issues here.. I would also like to thank Revdex.com for providing a place to resolve disputes.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable Heat Pump claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate on November 10, 2016, Mr. [redacted] reported “online” “Making noises, When turning the heat on for the upstairs, there is a very loud clicking sound that can be heard throughout the house, and continues until the heat cycle completes.” The independent contractor, [redacted] [redacted] was dispatched the home and reported on the upstairs system that the defrost control board and timer has failed and the suction side service valve has an internal failure. The contractor was authorized for repairs. Mr. [redacted] claim was not denied. In order to make the repairs, the contractor has to recover the old refrigerant from the system. The refrigerant recovery is not eligible; page 4 of the Agreement under Air Conditioning and Heat Pump, “Supreme Protection (OPTIONAL COVERAGE, IF PURCHASED)…This means the Refrigerant recovery” fees are only eligible for coverage if the Supreme Protection option is purchased. Unfortunately, this option was not purchased. The recovery fee is paid directly to the Independent contractor and are not transferred to HBRWC. HBRWC covered all other costs. Our records do show that the HBRWC Agreement was sent to Mr. [redacted] on September 3, 2016. Another copy of the Agreement has been emailed to Mr. [redacted].
 
HBRWC would like to apologize for any inconvenience Mr. [redacted] may have experienced.  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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.   Our records indicate on June 17, 2016, [redacted] reported his air conditioner would not turn off Independent service contractor, Royal Air was dispatched to the home. [redacted] called in on July 4, 2016 wanting status and showing his dissatisfaction with the contractor for trying to sell him a new system. [redacted] decided to use an out of network contractor to make a repair.   We acknowledge and apologize for the contractor behavior. HBRWC finds there approach to upsell a new system without our knowledge or diagnostics unprofessional. A stern criteria of the independent contractors we use is to provide our customers reliable and professional service. This information has been passed along to our contractor relations department to investigate and address the contractor. As a goodwill gesture, [redacted]’ $50 service fee has been refunded. We request he allow approx. 10 business days to receive the refund.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation