2-10 Home Buyers Warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is just OK, I am not happy with this company and their terrible customer service!At this time I feel fortunate to finally have the air conditioning unit repaired. I have been in the customer service industry for 25 years. The lack of their representatives in all departments picking up the phone to return calls or follow up is terrible. Their email reflected their lack to strive for better customer service. They just referred to the terms and conditions of the contract. The damages incurred due to their poor customer service resulting in a $200 Power Bill, and over a month living in extreme heat. A 45 day resolution time per their email is acceptable??? WOW In summary- I did not renew my home warranty with this company due to this situation! I will not renew this policy. I will be very vocal not to utilize this Company, family, friends, etc.!    
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted]  Thank you for the opportunity to review further. [redacted] has shown that the heat pump system was in good working order at the beginning of the service period. A representative of this department has contacted [redacted] and explained he will be reimbursed in full for the replacement of the evaporator coil. 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 11417254 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that became effective March 25, 2016 and applicable Air...

Conditioning claim that was placed April 19, 2016. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on April 19, 2016, [redacted] reported her Air Conditioner is freezing up. Independent service contractor, KY Energy Pro Inc. was dispatched to the home to evaluate the air conditioner. On April 22, 2016, KY Energy Pro Inc. reported the unit was frozen up. They found a square that was cut out of the evaporator coil box to bypass the coil, this caused condensation which would freeze. This also caused the pan to melt to the coil and prevented the home from getting full air. KY Energy Pro Inc. further stated that this is something that did not happen on its own. In KY Energy Pro’s processional opinion, someone had did this improper repair. HBRWC does not know what the conversations were between KY Energy Pro Inc. and [redacted]. We only know what they reported to us and what we told them. The claim was determined not eligible for coverage. The claim was never approved and equipment was not ordered. Unfortunately, [redacted]’s Air Conditioning claim was determined not eligible for coverage under two circumstances of the Terms & Conditions of the Agreement. If [redacted] would please refer to her Agreement under the Terms & Conditions B-11 “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 homeowner’s expense.” In Addition, it was determined the improper repair that caused the failure had predated the warranty effective date. Under the Terms & Conditions; 3. “are in place and in good and safe working order at the beginning of the service period. Coverage 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. A visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated.” This means the air conditioner must be in good condition when the warranty goes into effect. We acknowledge her statements concerning the contractor. HBRWC finds the statements made to [redacted] 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. HBRWC apologizes to [redacted] for any experience she may have had concerning her hold time and unprofessional behavior with the customer service department. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her feedback allows our company to serve our customers better. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced. HBRWC has agreed to her desired settlement for a full refund of her warranty as long as she does not place any other claims. In addition, as a gesture of goodwill, her $100 service fee will be refunded. The cancellation of the Agreement must be in writing. A representative of this department spoke to [redacted] to give the email address to cancel and explain her service fee is also being refunded. Sincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. (HBWVA) is in receipt of the inquiry submitted under case number 11032277 for [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 apologize for any frustration or inconvenience that Mr. [redacted] may have experienced.  Our records indicate that on December 11, 2015 the independent service contractor AAR Appliance was authorized to replace a failed sensor to the refrigerator.  The contractor reported that repairs were to be scheduled for December 15, 2015.  HBWVA next heard of Mr. [redacted] on December 21, 2015 when we were advised that the customer had replaced their refrigerator.  The replacement occurred without HBWVA’s prior notification, which is not eligible per section A-1 of Mr. [redacted]’s Agreement. HBWVA did offer $116.57 cash in lieu of repairs, as this was the amount that we had authorized for repairs. This offer was made pursuant to section A-2a of the Agreement when it states, “Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual cost. We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions.” As such HBWVA did offer Mr. [redacted] the correct amount per the terms and conditions of his Agreement.  With this said, we empathize with Mr. [redacted]’s situation and would like to increase this dollar offer.  By gesture of goodwill, and not by admission of liability, HBRWC would incrase the amount we are offering to $933 total, as this is the cost HBWVA would have paid to replace the refrigerator with a like-kind unit. On January 14, 2016 HBWVA left a voicemail with this information.  We request that Mr. [redacted] contact our company at 866-505-2555 to confirm the offer and so we may verify the name and address for the check. HBWVA would like to thank Mr. [redacted] for bringing his concerns to our attention as we do take these matters seriously.  We await his response regarding the increased buyout offer, and look forward to serving any future warranty needs that he may have. Sincerely, [redacted] Office of the President 2-10 Home Buyers Warranty of Virginia, Inc.

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
Below is the attached proposal that Mr. [redacted] has submitted by his contractor Barbiaux Heating & Air dated 11/27/16:
 
“The installation of a new Well Mclain 175,000 83% AFUE Gas boiler, We also will replace a supporting components to include Shut off valves at all appropriate points, filltrol expansion tank, pressure reducing auto fill water feeder, relief valve, pressure gauge circulator pump all flu pipe, new gas line and shut off, and any other materials that will be needed to finish the job.
 
When I came to service boiler National-us gas boiler no. 400-T input 180,000 btuh it was leaking from numerous points, it was also over firing. It was leaking from 3 component pressure relief valve, automatic water feeder valve and the boiler drain, all which can be replaced however it is also leaking in one section of the water heat exchanger which cannot be replaced. It is caused from the over firing of the unit and age.”
 
His contractor reports the failures are caused “from the over firing of the unit and age.” No blame is placed on [redacted]. Regardless, we would refer Mr. [redacted] to our previous response in which we indicated the $1,500 claim maximum for his boiler has been reached (maxed out). There are no further funds to go toward the boiler. Our contractual obligation for the boiler ends when the claim maximum has been reached. The buyout check that he accepted as a full and final settlement can be put toward the replacement of a new boiler. We are understanding of Mr. [redacted] situation but this is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only, and is not intended to replace responsibility of homeownership. We suggest Mr. [redacted] do what he needs to do, to restore heat in his home.
 
HBRWC would again like to point out that Mr. [redacted]’s Agreement does not provide for compensation due to alleged damages that may have been caused by the independent contractor. Per B-5; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” Even if it was proven the independent contractor caused the damages, B-5 would still apply. An independent contractor is responsible for their own workmanship regardless if HBRWC dispatched them to the residence. This is why we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured. Any dispute Mr. [redacted] has, would be with the Independent service contractor and their insurance company, [redacted] and not HBRWC.
 
The rebuttal provides no additional information. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. HBRWC’s decision is final. We respectfully request the Revdex.com to consider this matter closed.
 
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 April 10, 2016, [redacted] reported the furnace is not heating. Independent contractor, [redacted] had reported the furnace has rust and corrosion and multiple cracks in the heat exchanger due to lack of insulation on the duct work causing condensation build up to cause these issues. [redacted] had her own contractors out as a second opinion. [redacted] was way off on their diagnostics and missed a simple disconnected wire. We are reimbursing [redacted] as what she has requested in her desired settlement. The contractor has been passed to our contractor relations department to investigate and address the contractor.
 
HBRWC would like to apologize for any inconvenience and unnecessary worry [redacted] put [redacted] through.  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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
Our notes indicate on October 26, 2016 a call was placed to the contractor and confirmed the repairs have been completed and the system is up and running. [redacted] has paid the contractor in full. If after the repairs were completed and she is still having issues, we ask she call in and we will arrange for the contractor to go back to the home. If she has not already, we would ask her to send the invoice to [redacted] and reference authorization code [redacted] and she will be reimbursed less her service fee. It will take approximately 10 business days after the check is processed to receive it.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced. The representative should have called her back. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. If she would still like to cancel her Agreement, we request she send a written request to [redacted]. The Agreement would be cancelled as stated in the Terms & Conditions, section H-4. “If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement less any repair costs incurred by us will be refunded to the party purchasing the 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 [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 26, 2016, [redacted] reported when he runs the self-clean cycle of the oven, after the oven runs for an hour or so, he would get an error code F9. On August 10, [redacted] reported his dishwasher was not filling with water. Mr. [redacted] explained and emailed the out of network guidelines when using a contractor that is not in our network. Part of the guideline is “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.  2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.” This is located in the Agreement on page 3 under Who pays what? HBRWC will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid.” And under the Terms & Conditions A-1 “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.”
 
We are understanding of Mr. [redacted]’s situation and a supervisor has been assigned to his case. He has called Mr. [redacted] and received his voice mail. He left a message requesting his out of network contractor’s call in to give us this information. He can also send any information he has related to his claims to [redacted]. At this time, we do not know if the repairs are completed and he is seeking reimbursement or if he is waiting for his contractor to get approval.
 
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 [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 Mr. [redacted] reported online he was on a septic system, however the claim was set up and dispatched under snaking. Many plumbers do not work on septic systems. Mr. [redacted] spoke with a representative in the escalations department and realized this. A network contractor had already been dispatched but it was unknown if they worked on septic (if that was the issue). He attempted to locate a plumber that works on Septic systems but there were none in the immediate area that could service in a timely manner. The representative offered Mr. [redacted] to wait for our network contractor or locate his on contractor and offered a pre-authorization amount. Mr. [redacted] chose to use his own contractor. His contractors invoice was received. The technician found it to be a snaking issue with a normal blockage. The pre-authorization amount has been reimbursed. It will take approximately 10 to 14 business days to receive the reimbursement.
 
We do apologize for any frustration or inconvenience that Mr. [redacted] has experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
We would refer Mr. [redacted] to our previous response with additional clarification. Our notes indicate a representative spoke with Mr. [redacted]. Mr. [redacted] stated he had plugged the refrigerator in elsewhere and it came on and started cooling. That the refrigerator is still under manufactures warranty as it is less than a year old and his complaint is for the smell of rotten food from him being gone on vacation for 2 weeks and not being able to remove the rotted food smell. Mr. [redacted] also told us this whole ordeal occurred because the circuit breaker to his refrigerator tripped while he was on vacation, and the food spoiled inside the unit. He also mentioned the refrigerator had black mold growing in it and he knows this is hazardous. Mr. [redacted] wanted HBRWC to replace the refrigerator and it was explained to him this was not eligible for coverage due to there was no mechanical failure to the refrigerator. The reason for the denial is explained on page 4 of the Agreement under Appliance exclusions; “ELCLUDED: *Kitchen refrigerator…food spoilage,” In addition at the beginning of the Terms & Conditions “we provide service for covered systems and/or appliances that: 2. Do not operate correctly due to normal wear and tear;”. The refrigerator was operating correctly. Concerning the mold. B-8 “There is no coverage for any loss of damage that is caused or made worse by any of the following causes (wherever acting alone or in sequence or concurrence with any other cause or causes):..mold” This claim was denied based on Mr. [redacted]’s own admission, he reported the refrigerator was working after he plugged it into another outlet.
 
I also would like it noted that we emailed [redacted] on the status of the dispatch for Mr. [redacted]. This was [redacted] response:
 
“Good morning [redacted],
 
[redacted] did not perform any service to customer below.  Service call was cancelled by customer on 07/11/2016.  See below information
[redacted]
[redacted] [redacted]
[redacted]     **  [redacted]
[redacted]
 
We regret that refrigerator is not eligible for coverage. The rebuttal provides no additional information to overturn our decision. We respectfully request the Revdex.com to consider this matter closed.
 
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 [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 November 4, 2016, Mr. [redacted] reported an electrical claim where his microwave handle shocked a friend while running. An independent electrician was dispatched and reported the electrical outlet is not grounded. This is a code issue, the contractor would need to run a dedicated circuit back to the panel and install a breaker. The representative explained to Mr. [redacted] that this is a code upgrade issue which the agreement does not cover. The warranty also does not cover for missing parts (the ground wire). On December 28, 2016, Mr. [redacted] placed a microwave claim. The contractor reported that the cause of failure is an internal electrical surge. He checked the internal parts of the microwave and could not find the reason when the access handle was grabbed you would get shocking results. A representative of this department called the electrician for additional information. This is an older home when homes were not required to be grounded. The outlet at the microwave is a 3 prong outlet but without a ground wire (only the neutral and live wire). In older homes, many times a 3 prong outlet is replaced with the 2 prong but there is still no ground wire. The electrician confirmed the microwave was plugged into a 3 prong outlet but had no ground wire. The technician also checked the electricity of the frame of the microwave and it had 120 volts going through it. This is further evidence the microwave is not grounded. [redacted]al offered to run a dedicated circuit back to the circuit panel and add a breaker for $225. Mr. [redacted] has not responded to the electricians bid. [redacted] said that if the microwave is replaced without the dedicated circuit being run to the panel, the same shocking results will most likely happen to a new microwave. Mr. [redacted] would need to have the dedicated circuit ran before coverage for the microwave can be considered.
 
We apologize that we are not able to be of further assistance at this time.  We 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 [redacted], and find that this resolution is satisfactory to me.
Thank you for your swift action in helping to mend what has been a very stressful situation.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 2-10 is claiming that the they are not responsible for any cosmetic pieces (trim kit), but what good is a warranty that does not cover an appliance to fit properly back into it's designated place in the kitchen?  The microwave that was offered to us was smaller and therefore would have left a gap between the trim kit and the microwave.  2-10 further claims that there was no guarantee a replacement of the same microwave we had would have fit with our trim kit yet the picture attached shows differently. We decided to purchase the exact microwave we had (it cost us $465).  As you can see the brand we had fits perfectly into the trim kit that was designed for it.  It's a shame that 2-10 had no problem taking my payments every month yet when it came time to make good on their warranty they were unable to do that.  Additionally I posted on 2-10's facebook page and was asked to send a private message and would receive a response.  I'm still waiting for that response and it has been over two weeks. 
Sincerely,
[redacted]

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 will be waiting on the refund check to arrive. I do disagree with some of their statement and feel relieved that my ac unit is finally working. my largest concern was the lack of communication and effort on the companies part to get a qualified ac repair company to repair my unit in a timely fashion. it is unacceptable to leave a family in [redacted] with no air condition for nearly a month. The frustration and unwillingness to  put me in contact with a supervisor was also unacceptable. However, at this time our unit is working and we were happy with the final company that did the repair, (G1) he was both professional and helpful in the matter unlike the other multiple companies. In addition I appreciate the 2-10's effort to make this right by refunding my money. However, I do not feel the small monetary refund makes my young children any less stressed over the situation that exceeding a reasonable repair time. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The above response is disjointed and somewhat difficult to understand.  If I interpret correctly,  they are confirming that the problem currently in question is a faulty control board.  They confirm that the problem in June was a faulty control board and will look into whether it was a new board or a faulty board replaced by the previous contractors at that time.  Their solution proposed is to contact them again if there are problems a third time after replacing the board for a second time. This solution is unsatisfactory.  Paying multiple service fees to have the same part replaced within the same agreement period is unfair and should be refunded.  If the initial contractor put in a faulty part, regardless of the reason why it was faulty, the home owner should not share the cost to fix the mistake.  
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 [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 March 31, 2017, [redacted] placed a furnace claim alleging a network contractor installed a [redacted] furnace (HBRWC supplied furnace) improperly. [redacted] had his own contractor [redacted]’s [redacted] (“[redacted]’s”) diagnose the furnace. The out of network guidelines were immediately emailed to [redacted]. Number 1 of the guidelines makes it very clear how HBRWC will make reimbursement:
 
“Emailed: [redacted]
1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 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 network. Also, 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.
 
This is also located in the Agreement under the Terms & Conditions A. Providing Service 2.a “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.”
 
[redacted]’s contractor [redacted]’s reported “exhaust on the unit was cracked. Condensation line was pumped outside. Gas line to the furnace was missing a drip leg and was not inspected.” He recommended replacing the furnace. The only breakdown he gave the representative was $ 5799.00 total ($2500 in code and modifications + $3299 material and labor). [redacted]’s Agreement did not have Permit or code coverage in 2009. Per the 2009 Agreement in the Terms & Conditions; E-3. “We will not correct to bring into compliance, nor pay for corrections for violations of any building, fire, zoning code; other violations of local ordinances or state and federal laws or regulations.” In addition, his current Agreement does not have Permit or code coverage. This is located under [redacted] under the Supreme Protection (Optional Coverage); “Corrections to code violations up to $250 per Service Agreement”. Unfortunately, [redacted] did not purchase the Supreme Protection option. Even if there were code issues that were not addressed in 2009, these code costs would have been out of pocket costs to [redacted]. Also, [redacted]’s reported only one failure; the exhaust vent is cracked. Flue venting is excluded from coverage under Heating “EXCLUDED: flue venting”
 
As [redacted] stated, he contacted a second [redacted] Certified contractor, [redacted] (“[redacted]”). [redacted] reported he did a visual inspection of primary and secondary heat exchangers. Found rust on both heat exchangers. He found the primary heat exchanger was cracked where the manufacturer’s press the heat exchanger together. The only code issues are a pipe fitting in the furnace and no shutoff valve. In addition, he reported the cause of the failure was due to Normal Wear and Tear. The heat exchanger is the cause of failure, and the heat exchanger is under manufacturer's warranty. His labor cost to replace the manufacture warranty heat exchanger was $800. $120 (code-pipe fitting and shutoff valve) and $20 material for flue venting support.
 
It was then decided to send an independent network contractor, [redacted] to settle this matter. [redacted] reported the primary heat exchanger is cracked due to normal wear and tear. The technician advised the manufacturer recommends gas piping/exhaust vent for unit to be no smaller than 3". 2” is presently installed. The gas piping configuration itself is not correct and could restrict gas flow within the lines even further. His cost to correct the gas line $100 and vent piping $350. [redacted]’s agreed pricing with HBRWC for replacement of a manufactures warranty heat exchanger is $240.
 
A representative spoke with [redacted] and advised we are proceeding with replacing the heat exchanger. [redacted] stated that he will not allow anyone to work on this furnace but his contractor [redacted]'s Heating & A/C. The representative offered the cash buyout of $240 - $100 his service = $140.
 
[redacted] disputed, and feels that we should cover for the vent mods, gas line mods, and permit. It was explained that these items were not eligible for coverage in 2009 under his Agreement and are not eligible now under the current Agreement. [redacted] refusing that answer and emphasized our contractor [redacted] was not licensed in the area and it is his fault this is out of code. The representative acknowledge [redacted] should have addressed the code upgrades, venting and gas line mods back in 2009, but it does not change the fact that code and modifications are not eligible. [redacted] advised he does not wish to proceed with [redacted] or receive the $140 towards repairs.
 
When a furnace is replaced, many times, code upgrades are likely. [redacted] would not have taken a furnace out of code, they just did not upgrade to code when they installed the new furnace. The [redacted] Certified contractor, [redacted] and the network contractor, [redacted] both reported the heat exchanger is cracked due to normal wear and tear. The furnace itself was not improperly installed, it just needs to be bought up to code. Both of these contractors were willing to replace the heat exchanger under manufactures warranty. They were both willing to bring the furnace up to code at a fair cost to [redacted]’s [redacted] Certified contractor [redacted] and the network contractor [redacted] costs were much more reasonable than [redacted]’s cost. It is unknown as to why [redacted] decided to proceed with [redacted]’s as his cost is so extreme. The independent network contractor, [redacted] has proven to provide its customer’s fast, reliable, professional service.
 
As stated earlier, Per the Agreement A-2.a, payment is determined by the network contractors pricing. [redacted] was also sent an email at the beginning of his claim on how payment is determined if he chooses to use a contractor out or our network. Unfortunately [redacted] still chose [redacted]’s over [redacted]. We regret, we are unable to reimburse any additional amount over the $140. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on February 18, 2017, Mr. [redacted] with the permission of the Ms. [redacted] reported a clogged drain in the kitchen. The independent contractor, [redacted] was sent the dispatch. Mr. [redacted] said if he cannot get the contractor to come out today and clear out the sink, he will attempt to take care of it himself. On March 3, 2017, Mr. [redacted] advised the network never contacted him, therefore he used his own contractor. He requested to get a month credit since the network contractor did not contact him. HBRWC does not apply credit to an Agreement through the claims department. The monthly payment paid by Ms. [redacted] is $67.07. The only option available is to reimburse Ms. [redacted]’s service fee of $75. Mr. [redacted] is not listed on the Agreement. The service fee has been reimbursed to Ms. [redacted]. It will take approximately 10 to 14 business days to receive the check.
 
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 microwave claim. Thank you for the opportunity to...

review and respond.   On June 17, 2016, after this notice was received, it was found the buyout check was created but not processed. A representative emailed [redacted] and explained the check will be forthcoming as well as his service fee refunded due to the independent contractor’s careless actions.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of his claim. All of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. A stern criteria of the independent contractors we use is to provide our customers with fast, reliable and professional service. This information was passed along to our contractor relations department to investigate and address the contractor.   We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties.  We again thank him for bringing these matters to our attention as we do take them very seriously. We value his business and look forward to servicing 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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on July 3, 2017, Ms. [redacted] reported her washer is not draining. The independent contractor, [redacted] was dispatched to the property but they were unresponsive. There work order was cancelled and the independent contractor [redacted] was dispatched. On July 26, 2017, [redacted] reported the tub and bearing on the washer are work. [redacted] was authorized to repair the washer. This notice was reviewed about the incorrect part order causing further delay. There are some things that are out of our control. We had no control over the first contractor being non responsive and we had no control over the incorrect part being ordered. This is explained in the Agreement in 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.”
 
A representative of this department contacted Ms. [redacted] and offered a repair cash buyout instead of repairs. Ms. [redacted] accepted the cash buyout. HBRWC would like to apologize for the inconvenience Ms. [redacted] may have experienced.
 
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 rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
We would refer Mr. [redacted] to our previous response in which we indicated on page 5 of the Agreement under Plumbing; Included: “Built-in bathtub [redacted] motor and pump assemblies”. These are the only items that are eligible for coverage for [redacted] bathtubs. This was also reviewed by our Plumbing expert. The valve is not part of the motor/pump assembly. The valve does not come with the motor/pump when purchased. Bathtubs and the bathtub controls are a fixture and are excluded from coverage. Mr. [redacted] has a direct contact with a representative in this department to resolve the switch issue.
 
We regret that we cannot be of further assistance to Mr. [redacted] concerning the valve. The rebuttal provides no additional information to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation