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 [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.
 
The independent contractor, [redacted] HVAC reported the accumulator and receiver in the condensing unit have multiple leaks and they recommended replacing the system. The technician did not acquire any information such as the model and serial numbers. The accumulator and receiver are not major parts of the heat pump system and can be replaced without replacing the system. [redacted] refused to replace just these two parts. There was no justification to replace the system. The contractor could not give HBRWC a logical reason as to why the system should be replaced and they acquired no information on the system. This prevented HBRWC from making an informed decision. The contractor was sent to our contractor relations department to investigate and address there unprofessionalism. It was decided to dispatch a second opinion. If Mr. [redacted] would please refer to his Agreement under the Terms & Conditions; B-15 “We reserve the right to obtain an additional diagnosis at our expense.” The independent contractor, V.L. [redacted] Heating & Air was dispatched and reported all of the system information. The technician reported there is a leak in the condensing coil and the coil can be replaced. The serial number shows Mr. [redacted]’s system is still under Manufactures Warranty. V.L. [redacted] was authorized the labor to swap out the condensing coil under Manufactures Warranty. After the contractor replaced the coil, the contractor found the compressor had locked up due to lack of refrigerant. The compressor was also replaced under Manufactures Warranty. A Manufactures Warranty supersedes our agreement. When a system is under Manufactures Warranty, it is the responsibility of the manufacturer to supply the system/equipment, which the manufacturer did. If the labor to install the equipment is out of warranty, HBRWC pays for the labor.
 
We do apologize for any inconvenience and/or delays caused by the independent contractor, [redacted] HVAC. All of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. A stern criteria of the independent contractors we utilize is to provide our customers and HBRWC fast, reliable, professional service. [redacted] HVAC did not live up to these standards. We hope Mr. [redacted] can understand why we did not move forward with them. As we would not have known his system was still under Manufactures Warranty. We also apologize to Mr. [redacted]’s if he has been lied to on several occasions. We do take these allegations very seriously. This is being investigated further internally by our company so we may make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: your company failed to provide me with a valid account that would allow me to check my policy. My account was corrupted by the private information belonging to other people. I have evidence of this.
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 October 11, 2016, [redacted] reported the furnace will not turn on. The independent contractor [redacted] was dispatched to the home and found the furnace was working properly but the t-stat had failed. The contractor was authorized to replace the T-stat. [redacted] continued to have issues and [redacted] was recalled back to the home. This time they reported the heat exchanger was cracked and all rusted and there was evidence of flame roll out. A furnace will develop hair line cracks in the metal, due to the expansion and contraction from the constant heating and cooling of the metal. Over time this expansion and contraction cause’s metal fatigue. When the metal is fatigued it will eventually develop a hair line crack in it. When a furnace is not in use, the heat exchanger does not develop cracks. The crack along with the flame roll out. It is evident that the heat exchanger crack would have occurred prior to the warranty going into effect. Most likely, last heating season or before. The claim was denied per the Agreement under the Terms & Conditions “3. are in place and in good and safe working order at the beginning of the Service Agreement. 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 reprehensive of this department contacted [redacted] and agreed that our contractor on the first visit should have found these failures on the first visit. Also [redacted] did explain that the flame roll out had just started after our contractor diagnosed. Due to the conflicting information, it was decided to reimburse [redacted] for the cost she paid to replace the heat exchanger. [redacted] agreed to this offer. This matter has been resolved satisfactory with both parties.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I made mention of cancellation and was asked not to. Obviously, the views of the president and the actions plus views of the workers are not the same. Too much conflicting information. I recorded two of these conversations with the reps with dates, names, and times. Policies that were promised are not being practiced. Please have 2-10 feel free to review their recordings if they have any. I would rather see this company with a bad rating than to see them do other families the same as they have done me. I've already encouraged as many as possible that have this company to search elsewhere for coverage with other companies...ei [redacted], ect. 
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 December 2, 2016, [redacted] reported online, a snaking claim. The lines are backed up the same as before. The tub is not draining at all. The independent contractor [redacted] was dispatched to the home and reported that he snaked and pulled nothing back. The pipes are old and rusted out. A section should be re-piped. [redacted] did not report a break in the line. There must be a leak or break in the line regardless of the rust in order for the claim to be eligible. This is in the Agreement under Plumbing “Water, drain, waste or vent pipe leaks or breaks”. When [redacted] spoke to the representative and she explained while the contractor was in the crawl space, the piping on the home fell off the home. There was still no evidence of a leak or break in the pluming and the representative told [redacted] per the Agreement under Plumbing Exclusion “any loss arising out of a condition of mineral or chemical deposits” is not eligible for coverage. A representative of this department was assigned to this case and was explained by the [redacted]’s agent that the pipe itself is broken. Broken pipes are eligible and the contractor was authorized to do the repair.
 
HBRWC would like to apologize for the inconvenience [redacted] 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 11080582 by [redacted]. We have located [redacted] Limited Home Service Agreement (“Agreement”) and applicable claim. 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 March 15, 2013, Mr. [redacted] reported his icemaker was not working. Independent service contractor Sears was sent a dispatch to diagnose the ice maker. Sears called us, stating that the customer canceled service because he cannot afford the service fee. A representative called and spoke to Mr. [redacted]. Mr. [redacted] confirmed he could not afford the service fee and that he would call back at a later date to file a claim. It was not until July 16, 2014, when Mr. [redacted] called in reporting his refrigerator ice maker was not dispensing ice. Independent service contactor Tarheel Appliance Repair (“Tarheel”) was dispatched with a $100 service fee due. On August 1, 2014, Tarheel reported that the [redacted] have missed the last two scheduled appointments; July 22, 2014 and July 29, 2014 and this will be the third appointment for the customer. Tarheel noted the new appointment date as August 5, 2014. The technician found the dispenser motor and coupling were burnt and worn out. The parts were ordered and the contractor replaced the parts. Our notes indicate there was a one $100 service fee paid to Tarheel Appliance Repair, not three. The parts were installed and the work was completed. Mrs. [redacted] did not call back until May 26, 2015, indicating her ice maker is still not fixed from the prior 2014 Agreement. It was explained to her that if she was still having issues with her ice maker, she should have called in for a possible recall. Per the Agreement on page 3 under; How do I request service? “Parts and labor are guaranteed for 60 days on authorized service requests. This means that after the 60 days is up and there was no recall placed. The ice maker claim would be considered a new claim. Mrs. [redacted] did not want to pay another service fee, therefore a new claim was not set up. Also on July 16, 2014, Mr. [redacted] placed a claim for his mini refrigerator (bar fridge) reporting that it is icing up. The claim was set up without a service fee due. Independent service contactor Allstar Appliance Service was dispatched and reported they found a burnt out fan motor. The parts were ordered and the contractor completed repairs on July 29, 2014. If the [redacted] can show they paid more than one service fee for the July 16, 2014 ice maker claim to Tarheel and it was not due to the missed appointments of the [redacted]’s. HBRWC will review the service fee invoices for possible reimbursement. On November 17, 2014, Mr. [redacted] reported he has 2 furnaces and that the one that controls the bedroom is not reaching the desired temperature. Independent service contractor Accent Comfort Services was dispatched to the home to evaluate the furnace. The technician found the blower motor and the capacitor shorted out. The parts were replaced. On December 12, 2014, there was a possible recall set up by Mr. [redacted]. Accent Comfort Services checked both furnaces and found no failures to either furnace. The contractor collected a $100 service fee. Per the Agreement on page 3 under; Who pays what? “A service call means each visit by an authorized, independent service contractor for a single service. Multiple visits to remedy the same problem require only one service fee.” This means that since there was no mechanical failure to the same parts that were replaced on the furnace, then there would be another deductible due. On May 26, 2015, the customer reported the air conditioner on the main level is not cooling. Accent Comfort Services reported the evaporator coil leaking. The coil was replaced. There were some non-covered charges of $446 that are not covered under the Agreement that were explained to the customer. There was a $100 service fee due. On January 4, 2016, Mr. [redacted] reported that his upstairs unit is not working. Accent Comfort Service was dispatched to the home and found the upstairs evaporator coil also leaking. It was explained to Mrs. [redacted] that there were non-covered charges in the amount of $523. She disagreed stating that she just paid the non-covered charges. It was explained that this was for her upstairs system. The technician also found issues with the zone control system. It was also explained to Mr. and Mrs. [redacted] that zone control systems are excluded under the Agreement. A $100 service fee is due. Unfortunately, the [redacted] HVAC service fees will not be reimbursed as stated above; different HVAC claims were called in at different intervals, recalls were not set up within the 60 day period and different failures or no issues to the same system would require another service fee. We acknowledge the statements regarding the independent contractor’s that HBRWC uses. HBRWC strives to have all of the service contractors we contract with, have a very good standing with the Revdex.com and they must be licensed and insured. A stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable.  HBRWC would have been happy to set up a new claims for their ice maker. However, the [redacted] have chosen to cancel their Agreement with us and they are no longer a contract holder. We would no longer be able to provide service. The Office of the President contacted and spoke with Mr. [redacted]. The claims that were presented in this complaint were discussed. It was explained why the HVAC service fees will not be reimbursed. Mr. [redacted] stated he has found another Warranty company that better suits his needs. With this in mind, we respectfully ask the Revdex.com to close this case since they have chosen to part ways with HBRWC. Sincerely, [redacted] 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 May 10, 2017, [redacted] reported the water control knobs in the master shower give electrical shocks. An electrician went to the home, checked out the electrical and determined it was a water heater issue. The independent plumbing contractor, [redacted] was dispatched and reported the electrical shock is due to calcium and sediment buildup over the years. It is occurring due to a chemical reaction with the copper pipe and sediment along with the elements. The water heater has not failed, it still produces sufficient hot water. HBRWC would cover any loss from sediment with water heaters when there is a loss of hot water, however this is not the case. Per the Agreement under Plumbing Exclusions; “EXCLUDED: any loss arising out of a condition of mineral or chemical deposits (except water heaters),”
 
This is certainly an uncommon situation. This was further reviewed by our in-house electrician and plumber. Our electrician believes it is due to some sort of electrolysis that could be coming from the water heater. Our plumber believes something is not grounded or possible a live wire touching the plumbing line. Even though there is no loss of hot water, as a gesture of goodwill, we will move forward with replacing the water heater. A representative of this department called the Merlin residence and received a voice mail. A message was left that we are moving forward with the replacement of the water heater and some out of pocket costs that the Agreement is not responsible for.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11032771 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable claim. 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 December 4, 2015, [redacted] reported her upstairs furnace was making a very loud noise. The independent service contractor Solution Heating & Sir LLC (“Solution”) was dispatched to the property to evaluate the furnace further. On December 9, 2015, Solution reported they found an improperly installed control board. The board was not mounted properly, the top bracket mounts broken and hangin. This resulted in the unit not getting power and turning on, causing the breaker to trip. HBRWC determined that we were going to move forward with the repairs regardless of the possible improper, due to the customer has been with HBRWC for over 2 years. HBRWC agreement with Solution, is they supply the control board. After making several attempts to contact Solution on the status. On December 17, 2015, Solution called HBRWC requesting we order the control board and the board was ordered. We acknowledge that some of the delays occurred were preventable. HBRWC strives to provide fast, reliable service and anything less is unacceptable.  We will have this matter investigated further internally so we may make corrections and continue to improve our service.  On December 30, 2015, [redacted] called in stating Solution had the incorrect control board. We contacted Solution. This was correct, they were able to locate the correct control board through the local supplier, but due to the holidays, the control board would not be available until January 6, 2015. According to the Terms & Conditions of the Agreement, E9 "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."  Due to the further delay, [redacted] was offered $150 to put toward temporary heating such as space heaters. She accepted and sent in proof of purchase and was reimbursed $149.76. When the new control board was replaced, Solution found the squirrel cage (wheel) located in the furnace was warped and rattling. The technician believed this is what caused the control board to fail originally. [redacted] was updated. Solution immediately ordered a new blower motor, housing and squirrel cage. These additional parts were to arrive January 11, 2012 and Solution completed the repairs on January 12, 2012. A representative of HBRWC has called [redacted] and offered her $75 service fee reimbursement which she appreciated. She also stated that her furnace is now up and running. We respectfully request the Revdex.com to close this matter as the repairs have been completed and the service fee is being reimbursed as [redacted] requested.  We thank her for bringing these matters to our attention as we do take them very seriously.  We look forward to servicing his future warranty needs. Sincerely [redacted] Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") 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 2-10 HBW must be notified within the first 30 days from the Agreement’s effective date when adding optional coverage. The rebuttal provides no additional information to overturn our decision. We apologize we cannot be of further assistance in this regard.
 
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 this on July 27, 2016, [redacted] reported his air conditioner was not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and reported online that they replaced leaky valve cores and caps and the system was operating. Mr. [redacted] requested a different contractor. Independent contractor [redacted] was dispatched and reported “the condenser coil was 100% clogged due to lack of maintenance. This caused the capacitor to fail. He advised the capacitor needs to be replaced and the unit needs to be chemically cleaned, however, there is such extensive damage to the coil from dog urine, he is concerned about cleaning the coil with chemicals as it will cause the fins and coil to deteriorate even more.” This would be the second contractor advising of the dog urine. The dog urine could have been from the previous owners dogs. There were no reported failures to the actual system except for the capacitor which would be eligible. Per the service agreement under the Terms & Conditions B-8 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes)…pet damage”. In addition B-7 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” And B-16. “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.”
 
Mr. [redacted] was offered a repair buyout for the capacitor and he accepted the offer. As a gesture of goodwill, his service fee has also been refunded. We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. 
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/07/11) */
The Office of the President at [redacted] ("[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.
We apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate that the independent service contractor at the home initially recommended the unit be repaired. [redacted] authorized to repair the washer per section B-1 of the Agreement when it states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
We regret that [redacted] did experience difficulty in obtaining the tracking information for the part per [redacted]'s requests. Unfortunately, appliance supply houses are not openly forthcoming with this information, and it does require research to obtain such information. After [redacted] sent multiple requests for an ETA on parts, the supply house confirmed on June 3rd that the parts had been delivered to the contractor on May 28, 2015. However, upon advising the contractor of this, they advised that the supply house did not include the motor that [redacted] had ordered.
We apologize for the inconvenience that this caused. At the same time, we would note that section B-9 of [redacted]'s Agreement states, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
Upon obtaining the necessary motor, the contractor scheduled to return to the property on June 9th to complete repairs. We regret that these repairs did not hold. On June 15, 2015 [redacted] was offered a replacement washer. This unit was accepted on June 17, 2015 and [redacted] ordered the unit to be delivered and installed at the property. Our records indicate that this was received.
Again we apologize for any inconvenience. We appreciate [redacted] bringing this to our attention so we may evaluate the matter further. We look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree with the facts, not the intent- and definitely not the way we were spoken to, and not communicated with. The fact that the company went to lengths to ignore 3x service contractors that stated it cannot be fixed, and instead kept sending people to "fix" it, only delayed the inevitable. The fact you actually state- "We are not liable for failure to provide timely service...means you could care less about the client. Your company is nothing more than a fee grabber, that treats clients poorly, and then falls back on small print BS, not to do what is RIGHT, but only technically legal. How pathetic you must be to call it a SERVICE agreement, when you lack the very thing you claim to provide.

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by the [redacted]’s. We have located the [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on July 12, 2017, Mr. [redacted] reported his air conditioner is not blowing cold air. The independent contractor, [redacted] was dispatched to the property and reported online the system was low on refrigerant and topped it off.
 
Then on September 17, 2017, we were notified that the [redacted]’s air conditioner was, again, no longer cooling. [redacted] was sent back to the home and found the evaporator coil located inside the air handler was leaking refrigerant. [redacted] gave 2-10 HBW pricing to replace the evaporator coil. However it was decided to replace the entire indoor air handler. There were numerous attempts to get a hold of [redacted] by phone and email. They did finally respond with their cost breakdown pricing and the air handler was ordered. The air handler will be R410a compatible for whenever the outdoor condensing unit needs to be replaced. There are some modifications that need to be done in order to accommodate the new air handler. Duct modifications for the return air and the supply plenum as well as some electrical modifications. These are out of pocket costs that the Agreement does not cover. As specified in the Agreement under the Terms & Conditions; B-2 “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions.” A representative called Mr. [redacted] and received his voice mail. A message was left with an explanation of the out of pocket costs due to [redacted] and that the air handler has been ordered. [redacted] has confirmed that they have received the air handler. If [redacted] has not yet scheduled the installation of the air handler with Mr. [redacted], he can also contact them at [redacted] as 2-10 HBW does not schedule appointments.
 
When there is a heat wave in the area, the independent network contractor’s experience an unusually high volume of calls and do not always respond or complete the work in the time allotted. As explained in the Terms & Conditions; B-9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.”
 
2-10 HBW apologizes for the inconvenience and delays caused by the contractor that was assisting with the service of the air conditioner.  We value the [redacted]’s business and we look forward to serving their future warranty needs.
 
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 April 6, 2017, [redacted] reported her air conditioner is not blowing cold air. The independent contractor, [redacted] was dispatched to the property and reported the evaporator coil has a small leak, the technician was able to braze, add leak seal and recharge the system with R-22.
 
On August 7, 2017, [redacted] reported her air conditioner was not blowing cold air again. The independent contractor [redacted] was dispatched and reported the last contractor charged the system with NU-22 instead of R-22 which caused the system to clog. The technician attempted a flush but was not able to remove the clog. [redacted] recommended system replacement. The representative authorized [redacted] to replace the system and he updated [redacted] with the out of pocket costs. Then it was found that the clog is isolated in the evaporator coil and only the coil needed to be replaced. The outdoor condensing unit did not need to be replaced. We do apologize to [redacted] for the information given to her was not correct. We acknowledge that the allegations that Ingrain is placing blame on [redacted] should have been addressed with the contractor relations department as all of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. If the allegations are true, [redacted] would be liable and they would need to warranty their work.
 
On August 23, 2017, [redacted] was sent to the home and reported the correct refrigerant was used. The technician’s report; “found standing pressure that did not come near pt chart. Found the condenser coil plugged with dirt and the evaporator matted with dirt. Cleaned indoor and Outdoor unit chemically. Removed original strainer drier and replaced with hp drier. Pulled vacuum and charged system. System is online and cooling.”
 
[redacted]’s service fee has been refunded. We regret, we would not be replacing [redacted]’s ac system. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. We do not replace an entire system solely due to age.
 
In regards to [redacted]’s request to cancel her Agreement, we apologize her experience has led her to this decision. If [redacted] is still considering cancelling her Agreement with HBRWC, she may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of her Agreement, which states:  “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges”
 
HBRWC apologizes to [redacted] for any experience she may have had concerning disconnected phone calls or rude behavior by our employees. We take these accusations seriously and can assure her that this matter will be investigated internally. We acknowledge that there were opportunities to provide [redacted] with better service and we work very hard to prevent situations like this. We thank her for bringing her concerns to our attention as it enables us to make corrections and continue to improve our service. We try to make the service a seamless process for our customers and recognize improvements needed when the contractors or the service representatives fall short.
 
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 3, 2017, [redacted] reported refrigerator is too cold/Icing up. The independent contractor, [redacted] was dispatched to the property and reported on July 12, 2017, online; “the unit needs a new duckbill drain tube, customer did not want part replaced.” Parts research responded that we need the part number for the duckbill and pricing for the install. Later that afternoon, [redacted] called in and asked the representative if we had any update on this claim so we could work up a cash buyout as she is not interested in having the refrigerator repaired. The representative advised we had not yet heard back from [redacted]. The refrigerator information was sent to parts research to locate the part so a repair buyout could be calculated for [redacted]. On July 13, 2017, [redacted] called in with a full diagnostics and reported: “the unit is missing a duckbill on the drain tube which is causing it to leak and build up a huge amount of ice in the freezer.” Missing parts are not eligible for coverage under the Agreement as stated in the Terms & Conditions; B-8 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): missing parts…” Since [redacted] is the only contractor that had worked on the refrigerator, they advised they will cover the cost of the part and complete the repairs. [redacted] was still interested in the buyout, it was explained missing parts are not eligible so there would not be a buyout but [redacted] will add the duckbill. [redacted] requested a different contractor, a representative agreed and dispatched the independent contractor, [redacted]. On July 24, 2017, [redacted] reported the dispenser panel, the fill tube assembly and control board need to be replaced. A repair cash buyout was calculated from the parts and labor. [redacted] accepted the buyout.
 
HBRWC will not replace a refrigerator or offer a replacement cash buyout when only a couple of minor components need to be replaced. A repair or a repair cash buyout is the only option. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. This process is also specified in the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.”
 
In regards to [redacted]’s desired settlement, if we will not replace the refrigerator, she requests her money refunded for monthly dues and repair charges. We would be disappointed if [redacted] decided to cancel her Agreement. If she is still considering cancelling with HBRWC, she may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of her Agreement, which states:  “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges…”
“MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the service period, you may request cancellation in writing, and receive a refund for the full purchase price of the Service Agreement less service cost(s), any other unpaid charges.” Unfortunately the Agreement has been in effect since January 20, 2017 and past the 30 day money back guarantee. We would not be able to refund her monthly dues. The service fees are paid directly to the independent contractor for their travel and diagnostic time. The service fees are kept by the contractor and not transferred to HBRWC.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: after receiving their message, I made 3 attempts to contact them back over the course of a week. I got no return call. The company's defense of my complaint is that I didn't renew my warranty, and that my complaint was after the 30 day guarantee period on the work. I wasn't going to renew for $500 so they could tell me that my a/c issues were a pre existing condition. Secondly, when an a/c system is fully charged, and has a leak, generally, it takes several months for enough refrigerant to leak out before the system loses its ability to cool. Unless of course, it's a huge leak. But we don't know that because the contractor never attempted to find the leak, as that would have cost the warranty company more money. Honestly. When you have a leak in a tire, do you plug the hole and drive on, or do you take it off and put it in water and check to see if their is another nail. So the 30 day guarantee is useless. Their defense is just cover smoke for the real complaint. They advertise for "complete repairs" , and give you a band aid. I've had stop leak used on 3 different properties and it hasn't worked yet. Good luck with this company. Read some of their 876 other complaints, 695 of which are service related. 
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 air conditioner claim. Thank you for the...

opportunity to review and respond.   Our records indicate on June 26, 2016, [redacted] reported she heard a loud pop sound and smoke and steam come from the unit. Independent service contractors, A-1 Indoor Comfort Systems and Professional Heating & Cooling found the condensing coil leaking. The technicians recommended replacing the coil or the condensing unit. It is not noted that they recommended system replacement only. We do apologize if the contractors did states this to her. If [redacted] would please refer to section B-1 of the Terms and Conditions state “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” HBRWC does take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours.   We were going to move forward with replacing just the condensing coil since that was the only failure and the part was available at the factory. Then shortly afterward we were notified the coil was on backorder for 45 days. We could not expect [redacted] to be without air conditioning this long. The decision was to replace her entire air conditioning system. A representative called [redacted] and offered to replace her system or take a replacement buyout. [redacted] decided to take the replacement buyout so she could use he own contractor.   First HBRWC apologizes to [redacted] for any experience she has had concerning her hold time with the customer service department. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center.   We are also in the process of reviewing her concerns about the individuals she has in her complaint. This is being addressed internally so we may make corrections and continue to improve our service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. We value her 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 July 8, 2016, [redacted] reported the vent hood blower is not coming on, the timer not working, The fan gets power, but the fan and timer will not activate. The independent contractor [redacted] was dispatched and reported the main board shorted causing the fan not to function. [redacted] was authorized to replace the board. On September 20, [redacted] called and advised they could not locate the board and they did not have the part number. Our parts inquiry department contacted the manufacturer. The manufacturer requested photos to determine how many pins the connector had for the board. The photo was received and the part number was acquired. The manufactured told us the board is on backorder. On November 8, [redacted] called and said the technician believes it is the touch panel and not the board. We felt it best, [redacted] replace both parts just in case. The information for the touch panel was sent to the manufacturer and this item was also found to be on backorder.
 
The manufacturer was contacted to check to see if the backordered parts were in stock. The main board was in stock but the touch pad was still on backorder. We wanted to order both parts since the contractor was not certain on which part had failed. A call was placed to the contractor to confirm which part is needed. This time, they reported it is the main board. HBRWC did not want to take the chance that it was just the board. If the board was replaced and it was found it was the touch panel, we would be back at square one. A representative spoke with our in-house appliance expert. This is not a standard vent hood and this is a manufacturer that HBRWC never works with. The representative of this department called and spoke with Mr. [redacted] and after some discussion and email, it was decided to offer the same model replacement buyout to Mr. [redacted]. Mr. [redacted] accepted the buyout.
 
HBRWC apologizes for the inconvenience [redacted] has experienced. HBRWC strives to provide fast, reliable service. We acknowledge that the delays occurred were preventable and will have this matter investigated further internally so we may make corrections and continue to improve our service. We would like to thank her for bringing her concerns to our attention as we do take these maters seriously.
 
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 11032978 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable claim. 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 December 22, 2015, [redacted] reported her refrigerator would not turn on. The independent service contractor, C & S Appliance Service was dispatched to the property to evaluate the claim further. On December 31, 2015, the technician reported the control board and temp sensor were not working. The contractor stated he was not able to locate the control board. This was sent to the parts inquiry department to locate the control board. On January 4, 2016, [redacted] called in to check the status, she was explained that it appears the part was no longer available and a new unit may be offered. On January 5, 2016, HBRWC parts inquiry department checked Sears and the control board showed it was available. On January 5, 2016, [redacted] called in and she was explained that the part was located and we are moving forward with the repairs. In the Terms & Conditions of the Agreement B. “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” A supervisor spoke to the [redacted] and apologized for the misinformation and her service fee of $75 was refunded. The supervisor further had the order placed for a 2 day delivery to the contractor. The delivery date to the contractor was for January 8, 2016. This was explained to [redacted] and accepted. On January 15, 2015, [redacted] called for status of the parts. A tracker was placed on the parts. A representative for the parts inquiry department called Sears to check the status. The control board was delivered on January 8, 2016. Sears told us, the temp sensor was no longer available. Since the temp sensor was no longer available. A comparable refrigerator was offered to [redacted] on the same day. [redacted] called back and accepted the refrigerator. [redacted] was contacted and the new refrigerator has been installed and up and running to her satisfaction. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously.  We look forward to serving his future warranty needs. Sincerely [redacted] 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 [redacted]. Thank you for the opportunity to review further. We would refer Mr. [redacted] to our previous response in which we indicated as soon as we discovered from American Appliance that this was a standalone freezer and not an integral part of the refrigerator. We contacted Mr. [redacted] to explain that the stand alone freezers are specifically excluded from coverage. This was new information to HBRWC and unfortunately Sears did not report this to us sooner. It is important for Mr. [redacted] to understand that 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. Sears is an independent contractor and HBRWC has no right of control over their actions.  We do apologize to Mr. [redacted] that the independent service contractor, Sears did not report this to us sooner. We do depend on Mr. [redacted] to review his Agreement to determine if an appliance is eligible for coverage prior to submitting a claim. As a goodwill gesture and not by any admission of liability, we have refunded Mr. [redacted] service fee. We regret we cannot be of further assistance in this regard. HBRWC 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. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) 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.
 
[redacted]’s Agreement has a $400 maximum on her dishwasher. This amount has been exceeded. The original independent contractor, [redacted] reported the dishwasher was functioning as it should after the repairs were made. [redacted] disagrees, advising the dishwasher was not fixed. As a goodwill gesture. The $400 maximum has been reset under one condition, that [redacted] takes this amount as a cash buyout, so she can put this toward a new dishwasher. We will not put this amount toward further repairs. A representative of this department has emailed [redacted] with our offer.
 
HBRWC would like to apologize for the inconvenience [redacted] may have experienced. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation