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 [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 24, 2016, [redacted] reported the air conditioning was not blowing cold air. Independent service contractor, [redacted] Services was dispatched to the home and completed repairs on June 29, 2016. On July 4, 2016, [redacted] called in and advised he air conditioner is not cooling again. On July 5, 2016, Lee Rauch called requesting a different contractor due to scheduling issues. It was explained that it is best to recall the same contractor out because they are responsible for their work. [redacted] called back later that day and wanted a different contractor. It was explained that we need to have [redacted] warranty their work but she did not want to use a contractor she was not comfortable with. The representative dispatched Independent U.S. Heating & AC. On July 7, 2016 U.S. Heating & AC reported they had gone to the home but did not diagnose the system. They did not want to work on a system that was recently worked on by another contractor. [redacted] was sent another dispatch to warranty their work. [redacted] called in late that day and refused to have [redacted] out to the home and the dispatch was cancelled again.   A representative called and spoke to [redacted], he decided to get the repairs done on his own. He is forwarding the paid invoice to a direct contract email for review and reimbursement. As a goodwill gesture, his service fees have been refunded.   HBRWC apologizes to [redacted] for the experience she has had concerning his hold time with the customer service department and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to 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: The repair was authorized by your office. The fact that it should not have been was mistake on your part not mine. Before I left the contractor put a hole in my wall, I asked if it would be fixed and was advised yes. Your office gave inaccurate information and I am paying the price for it. My entire service fee was not refunded only $75 was. That is not the cost of my service fee. This is my second year doing business with this company and there will not be a third! You have terrible customer service and I was treated terribly. To top it off the company does not care. I would strongly recommend a more reliable company when looking for a home owners warranty just like the other hundreds of people who have made complaints!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Nothing has been resolved to date.  The insurance company has been in touch with their client, [redacted], who was contracted by 2-10 Warranty to do the plumbing service at my property, and they are awaiting a response from them. [redacted], who works with [redacted]'s insurance carrier, is on vacation and they cannot verify what has or has not occurred to date.
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] and [redacted]. We have located [redacted] and [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, 2016, [redacted] and [redacted] reported the air conditioner starts working, then stops and not blowing a lot of cold air. We dispatched a contractor who had a scheduled appointment for July 4, 2016 and there was no one home. The [redacted]’s wanted to use a different contractor. A contractor was located but due to the temps, they could not service right away. The customer decided to use their own contractor and the out of network guidelines were sent to them. Diagnostic’s received from his contractor recommending replacement of the system. There was not a diagnostic’s and pricing to move forward. There was a message left with the contractor.
 
It was decided to dispatch one of our network contractors. Independent contractor, [redacted] [redacted]. They reported there are 2 systems. Unit one evap coil is leaking and needs to be replaced. Unit 2, the condensate drain line is stopped up and the drain pan is sitting sideways and stuck in a triangle closet. The duct work to needs to be removed to make access to replace the drain pan. The contractor’s price for the removal was $575. Removal of the duct work is an out of pocket cost for the [redacted]’s. Per B-15 of the Agreement “You are responsible for additional charges to remove or install non-related equipment in order to make repairs.” This includes moving non failed ductwork in order to make a repair, this is access, and is not covered by the warranty.
 
A representative of this department was assigned to this case and had decided to pick up the out of pocket charges of $757 as to not to delay the claim any further. The representative has called the contractor and he has confirmed completion. She called and spoke to Mr. [redacted] and confirmed the work has been completed.
 
We regret that we are unable to address the consequential damage to the floors. 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 homeowners insurance. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.
 
HBRWC would like to apologize for any inconvenience [redacted] and [redacted] may have experienced due to the delay of their claims.  We value their business and we look forward to serving their 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 8, [redacted] reported it is 75 degrees in her home and the air conditioner is not cooling. The independent contractor, [redacted] was dispatched to the property and reported the system was 3.5 lbs. low on refrigerant, the contractor believed it was a small leak and added stop leak to the system. On June 19, 2017, [redacted] was sent a recall dispatch to evaluate the air conditioner further. The technician reported the system is low on refrigerant again, a leak test was done and it was found the outdoor condensing coil was leaking. [redacted] was authorize to do the replacement of the coil and the coil was ordered with an ETA of June 29, 2017.
 
On July 5, 2016, [redacted] called in upset as she advised [redacted] has cancelled 3 times saying their truck has broken down and she had taken time off work to be there for the scheduled appointments. The representative called [redacted] and assured the representative they put her as their first appointment for July 6, 2017 [redacted] has reported online the coil has been replaced.
 
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 utilize is to provide our customers and HBRWC fast, reliable, professional service. Do to [redacted]’s dissatisfaction with [redacted], the contractor has been sent to our contractor relations department to address. In [redacted]’s desired settlement, she requests her service fee reimbursed. This has been done. It will take approximately 10 to 14 business days to receive the check.
 
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

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 22, 2016, [redacted] reported his circuit breaker is tripping on the air conditioner. Independent service contractor, [redacted] was dispatched but they were unresponsive after going to the home. Due to the high temps in the area, it was difficult to locate a contractor that could service in a timely manner. [redacted] was dispatch, then there were several attempts to reach them. We were able to get there report on August 2, 2016. They reported “the TXV valve is not allowing the refrigerant to flow. Possible improper install and burned from torch. Front of coil is burnt from overheating when it was installed.” Then the contractor refused to do the work and states this is a 2 year old system and is under manufactures warranty. Mr. [redacted] was offered an out of network contractor [redacted]. There report shows the TXV is in the stuck position. His contractors cost was higher than our in network contractors cost and he was reimbursed our cost. Since the contractors cost was reasonable and we requested to have Mr. [redacted] get his own contractor, his contractors cost should have been paid in full. We apologize to Mr. [redacted] for this and will reimbursing him the balance of the invoice as well as reimbursement of his service fee. A representative of this department has called him and left a voice message with his direct contract information.
 
HBRWC again apologizes to Mr. [redacted] for the experience he has had concerning his customer service experience and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal wait time and call back time in the call center. The independent service contractors also experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and [redacted] service, leaving a positive experience to all our customers. His concerns enables us to 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: Of the so called buy out. After the company agreed to send a check to assist with the purchase of a new washer in the amount of $400 dollars, they did not go through with what was promised. I canceled the policy. It was written up as if they sent me money for a washer and then deducted it from the remaining balance from a full years payment. All I received was my money back from the policy, not the washer. This company is showing a pattern of bad business practices!
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We apologize in advance to [redacted], if he did not receive the quality service that is expected from the employees or contractors assisting him. 2-10 HBW is committed to providing superior home warranty protection and customer service. The 2 service fees of $75 each have been refunded. It will take approximately 10 to 14 business days to receive the check.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the [redacted] at Home Buyers Warranty Corporation VI (“[redacted]”) is in receipt of the inquiry submitted by [redacted].  We have located Ms. [redacted] Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the opportunity to review and respond. On...

December 29, 2015 the independent service contractor [redacted] stated that the microwave was not repairable.  Ms. [redacted] existing microwave was a built-in unit that was 2.0 cubic feet, stainless steel in color, and had sensor cooking abilities.  [redacted] offered Ms. [redacted] the option of a replacement unit, a GE model [redacted], or $233 which was [redacted]’s cost to purchase and install that unit.  This offer was made pursuant to section B-1 of her Agreement which states, “Replacement is based on “like-kind”. For appliances and plumbing fixtures, this means we will replace, when replacement is authorized, with equal or better quality equipment, except where noted in eligible equipment.” The $233 offered was based on section D-2b of the Agreement:  “We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual cost. We are not obliged to extend such an offer in any particular instance, and you are under no obligation to accept such an offer, which may be in the event one has been extended. Such offers are typically made subject to restrictions.” In her complaint, Ms. [redacted] notes that in the Appliance trade section of her Agreement, it references a $400 claim limitation per appliance.  This is the maximum amount that [redacted] would pay for an appliance per contract year.  This does not mean that she is to receive a total of $400 for each claim placed. We acknowledge Ms. [redacted] statement that the microwave we were offering would not fit with the existing trim kit.  However, section E-2 of her Agreement does state that we are not responsible for matching brand.  We would also note that even if Ms. [redacted] elected to purchase a [redacted] brand microwave, this is no guarantee that it would fit with the existing trim kit. Furthermore, the trim kit utilized with a built-in microwave is not eligible for coverage.  The trim kit is not a part of the microwave itself.  Rather, it is a cosmetic piece.  Section E-7 does state, “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” We apologize that we are not able to be of further assistance with this matter.  Our records indicate that on December 30, 2015 Ms. [redacted] did accept the $233 that was offered.  This check was processed and mailed the following day.  While we have verified the dollar amount offered is correct, we none-the-less would like thank Ms. [redacted] for bringing her concerns to our attention so we may evaluate this matter further. Sincerely, [redacted] Office of the [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11129250 by [redacted]. We have located [redacted].’s Limited Home Service Agreement (“Agreement”) with the 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. First off, we acknowledge his statements regarding the customer service that he received. We will have his concerns reviewed and addressed internally due to the dissatisfaction that he reported. Our records indicate on December 29, 2015, [redacted]. reported there was a leak under the kitchen sink. Independent service contractor RCI Inc., was dispatch to the home to evaluate the leak further. On February 4, 2016, [redacted]. called in upset because he had not heard anything since RCI Inc. was out to the home. A call was placed to RCI Inc. to check on the status of this claim. RCI Inc. reported the leak is coming from the sprayer on the Delta kitchen faucet and the sprayer needs to be replaced. RCI Inc. had ordered the sprayer and it was to arrive, per Delta on February 5, 2016. [redacted].’s service fee of $75 was refunded as a gesture of goodwill due to the delay of the part order. The Agreement purchased through HBRWC does state in section E-9. “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.” On February 8, 2016, [redacted]. called in stating RCI Inc. had the wrong part. A call was placed to RCI Inc. They stated [redacted]. is disappointed in the quality of the sprayer but the part they installed came directly from Delta, the manufacturer. It was confirmed the sprayer was installed and it works. There were no further leaks reported. If [redacted]. would please reference his Agreement again under the Plumbing section. ”• Faucets and faucet handles (chrome builder’s standard used when replacement is necessary)”. Even though the faucet sprayer had been repaired and did not need to be replaced, to put this issue to rest, as a compromise, HBRWC offered $150 to [redacted]. (the average cost of a chrome builder’s grade faucet) or HBRWC would replace the faucet with a chrome builder’s grade as stated in [redacted].’s Agreement. [redacted]. rejected both offers. The Office of the President has called [redacted]. to go over the information and to discuss his options.  There was a message left which also provided a direct contact. We thank [redacted]. for bringing his concerns to our attention as these matters are taken very seriously.  HBRWC values [redacted]'s business and looks forward to hearing from him soon so we can come to an agreeable outcome. 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 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 December 28, Mr. [redacted] reported his cook top is giving the F47 error code, the independent contractor, [redacted] was dispatched and reported both control boards need to be replaced and the boards were ordered. On January 8, [redacted] advised us they were overbooked. The independent contractor, [redacted] was dispatched and reported the same issue. On February 7, 2018, [redacted] called in and advised the board received, is defective and it must be reordered. On February 19, 2017, [redacted] called in and advised he has replaced all three parts and the display is not working as it needs to be programmed. When the technician called [redacted], they refused tech support as [redacted] is not on their list of [redacted] companies. 2-10 HBW had no contractors in the area that were certified with [redacted]. 2-10 HBW requested Mr. [redacted] to locate a contractor to program his cooktop. Then after further review with our in house appliance expert, he thought it best to offer Mr. [redacted] a comparable replacement cooktop as the steps necessary to program the cooktop are extensive. It takes 18 steps to figure out what the problem is and one of these steps is to program the board. Mr. [redacted] was offered a comparable cooktop or the equivalent cash buyout. We are waiting on his decision.
 
We do acknowledge the unforeseen delays. Repairs do take longer than just replacing an appliance. Home service Agreements are there to get systems and appliances back to running condition and this is the promise we make.  It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. We had no control over the first contractor not responding to the recall or the manufacturer not willing to help the contractor program the cooktop. As the Agreements Terms & Conditions indicate, 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.
 
We apologize to Mr. [redacted] that he did not receive the quality service that he expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. We look forward to hearing from him soon on his decision.
 
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. & Mrs. [redacted]. We have located Mr. & Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the...

opportunity to review and respond.
 
Our records indicate on October 16, 2016, it was reported online the glass cooktop is cracked. The independent contractor, [redacted] reported: “the cooktop glass is shattered with a large impact point where something heavy fell on the glass. This is not normal wear and tear”. Pictures were received and reviewed by our appliance expert. The starburst pattern to the breakage is a sign of an object breaking the glass. The glass of the cooktop was denied pursuant to the Agreement under the Terms & Conditions; B-9 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): misuse or abuse…” Mr. and Mrs. [redacted] disagreed. The representative refunded the service fee.
 
Mr. and Mrs. [redacted] contacted a ** certified contractor who reported the crack was due to a thermal break. The claim was reviewed again and based off of the pictures, the evidence points to an impact and the claim remained denied. As a goodwill gesture and not an admission of liability. To put this matter to rest. HBRWC has refunded $138.05 - ($288.05 invoice - $75 service fee reimbursed - $75 service fee). It will take approximately 10 to 15 business days to receive the check.
 
HBRWC would like to apologize for any inconvenience Mr. and Mrs. [redacted] may have experienced.
 
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 Mrs. [redacted]. 
 
Mrs. [redacted] rebuttal response provides no additional information to overturn our decision. We apologize to Mrs. [redacted] that she did not receive the quality service that she expected as 2-10 HBW is committed to providing superior home warranty protection and customer service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:On July 11th, [redacted] from [redacted] did provide the cost breakdown over the phone to [redacted], customer service rep with 2-10, on the 3 way call I initiated. [redacted] did reach out to his manager and declined to approve any compressor/condenser replacement, saying 2-10 needs a diagnostics from one on the in-network contractors. [redacted] was dispatched again to provide whatever information was missing.I kept checking on the status of the claim on July 12th and July 13th, [redacted] did not reply to 2-10's request to perform the repair. On July 13th I spoke with [redacted] in claims department, [redacted] in claims management, [redacted] In the escalation department, and I asked for a resolution. I was told somebody will get back to me by the end of the day, I specified that if I did not hear anything from 2-10 I will ask the independent contractor to replace the system.  It was only on July 14th that I  received a call from [redacted], offering to send a third in network contractor, without any specifics on how long the new diagnosis and repair/ replacement process might take. The agreement with 2-10 has no time limit in which these repairs can be made, so in theory by the end of the summer, 2-10 could find a contractor that would do the repair, at the negotiated rates, however that is totally unacceptable. While 2-10 has the buying power and negotiated rates with contractors, the reality is that in a month,  2-10 was unable to find an in network contractor to perform the repairs. The first in network contractor, after the initial visit, declined to work with 2-10, the second in network, [redacted], was not willing to replace the compressor only either,. [redacted] knew, this being the second repair in less than 2 months, it will not last and they'll have to guarantee the work. Thus [redacted] recommended a system replacement as well, which was not approved by 2-10. There was no guarantee that a third in network contractor would be willing to replace the compressor only. Based on the unavailability of in network contractors and their recommendation I am asking for a reimbursement for the entire system. Sincerely,[redacted]

Initial Business Response /* (1000, 4, 2015/06/22) */
The Office of the President at [redacted] of Virginia, Inc. ([redacted]) is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Ms. [redacted] Limited Home Service Agreement ("Agreement") for...

the property at [redacted] in [redacted] Beach and applicable claim. Thank you for the opportunity to review and respond.
We do apologize for the delay that Ms. [redacted] experienced during the claims handling process. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We will have this matter evaluated internally.
Our records indicate that the non-covered charges associated with the repairs were quoted at $519 total. Of that $519, [redacted] agreed to pay $327.50 total as a gesture of goodwill due to the delay. This left $191.50 as the customer's responsibility. In addition to this, we did reimburse the service fee. We regret that we will not waive any further non-covered charges, and that Ms. [redacted] will be responsible for the $191.50 that was quoted. In the terms and conditions of the Agreement it does state, "To keep the cost of this [redacted] Agreement (Agreement) affordable, we cannot cover everything."
We again would like to apologize for any inconvenience that Ms. [redacted] may have experienced. We thank Ms. [redacted] for bringing this to our attention so we may review the matter further. This feedback will help us to improve our service. Our records indicate that the installation was successfully completed on June 3, 2015 with no further repairs needed after that time.
Sincerely,
[redacted]
Office of the President
[redacted] of [redacted], Inc.

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.
 
Items under manufactures warranty are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. This is referenced in the Agreement under Air Conditioning and Heat Pump under “Supreme Protection (Optional for Buyer Only): *Items under manufacturer’s warranty” In addition this is also listed in the Terms & Conditions; E-11 “We are not responsible for items still under the manufacturer’s warranty or improperly installed unless the Supreme Protection option is selected.”
 
In [redacted]’s desired settlement he is requesting his service fee of $75 refunded. As a goodwill gesture, this has been done. It will take approximately 10 to 14 business days to receive the check. We would be disappointed if [redacted] decided to cancel his Agreement. If he is still considering cancelling with HBRWC, he may send a written request to [email protected]. The Agreement would be cancelled as stated in section I of his Agreement, which states: “If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the Agreement.”
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:Exact same response as before even after proof was given to them.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The process was followed after the information was followed and reimbursement was not followed. 2-10 requested receipts and paperwork and said to provide when available. They also spoke directly to the contractor. Not once did they say they would not reimburse for anything or that we were not following process correctly.
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect June 1, 2017 and applicable claim. Thank you...

for the opportunity to review and respond.
 
Our records indicate on June 13, 2017, Ms. [redacted] reported to the representative that they moved into the home on June 5, 2017 and the air conditioner would not cool the home below 78 degrees. The representative advised that if her ac has a failure that could happen at any time, it could be eligible for coverage but if the contractor reports something like the ac is empty on refrigerant, then it probably did not happen within the time frame of the warranty effective date (4 days) and the ac would not be eligible for coverage. Ms. [redacted] still requested we send out a contractor to diagnose her ac anyway as she has a home inspection.
 
The independent contractor, [redacted] was dispatched to the property and reported the ac line set is kinked and it is causing a restriction. The unit was not installed level and it rocks back and forth on landscaping timber and rocks. In the technician’s professional opinion, this caused the line set to kink. After review the representative determined that the claim is not eligible for coverage because the improper leveling caused the kink in the line set and not normal wear and tear. Per the Terms & Conditions; “We provide service for covered systems and/or appliances: 2. that do not perform their primary function due to normal wear and tear;” A representative did overturn the denial based on the inspection report but then realized her mistake. There was a monetary concession done through the real estate agent to put toward the repair of the kinked line set.
 
HBRWC apologizes for the inconvenience caused by the employee that was assisting with her service. [redacted] was sent to our contractor relations department to address Ms. [redacted] concerns. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short.
 
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 Mr. [redacted]’ Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on March 6, 2017, Mr. [redacted] reported online a pipe leak. The independent contractor [redacted] was dispatched and found a pex pipe leak in the wall behind kitchen sink running to a hose Bibb outside foundation. In order for hose bibbs to be eligible for coverage, the Supreme option must be purchased. Mr. [redacted] did not purchase this option and the representative advised Mr. [redacted] the claim was not eligible for coverage. On March 7, 2017, Mr. [redacted] did call back and spoke to a supervisor. He explained he had the pipe repaired. The supervisor contacted the contractor and the technician advised that the line was inside the home behind the kitchen cabinet. The line had split inside and that the line was not specific to the hose bibb and that he did not replace any piping outside or replace the hose bibb. The supervisor overturned the denial and advised Mr. [redacted]. We request Mr. [redacted] to send the invoice into [redacted] for reimbursement. The pipe leak was repaired and the claim was overturned on March 7, 2016, the day after the claim was placed and prior to receiving this Revdex.com notice.
 
We regret that we are unable to address the mold and mildew issue. 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 homeowners insurance. Per the Terms & Conditions of the Agreement; B-5; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” In addition, 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)…mold”. We recommend Mr. [redacted] check with his homeowner’s insurance company.
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] has experienced. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation