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 still not fixed. Currently I am awaiting the parts for the unit to come in so that the contractor can attempt to fix the issue. My concern is how many contractors will it take to fix this issue. This is the 3rd contractor to come and send information about my u it to 2-10. I am worried if this fix does not work, that we are going to get again send a different contractor out to assess. At some point a descision needs to be made n replace the unit in my opinion. This is contractor number 4 currently. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Warranty Corporation VI ("HBW VI") is in receipt of the rebuttal submitted by [redacted].
 
Our notes indicate on July 21, 2017, HBW VI was prepared to replace the outdoor condensing unit with a 14 seer R410a condensing unit. The condensing unit would be compatible to the indoor air handler, but [redacted] accepted the cash buyout instead, which is a full and final settlement of the air conditioner. [redacted] then canceled his Agreement which voids all activity. In September 2016, the independent contractor, [redacted] was authorized to supply and replace the indoor air handler. HBW VI depends on the independent contractors to give us the requirements that are needed to replace equipment.
 
To be clear, all of the contractors that are utilized by HBW VI are independently owned and operated. They are all licensed and insured and not employees of HBW VI. If [redacted] feels that the independent contractor, [redacted] was negligent in installed an air handler without pulling a permit, he wants it removed and reimbursed, his dispute is with [redacted] and not HBW VI. This is one of the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured.
 
We regret that we cannot be of further assistance in this regard. HBW VI 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 PresidentHome Buyers Warranty Corporation VI

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

respond.
 
Our records indicate on July 7, 2016, [redacted] reported collapsed ductwork. Collapsed ductwork is excluded from coverage pursuant to the agreement on page 4 under Air Conditioning EXCLUDED: “Collapsed ductwork.” Mr. [redacted] desired resolution is to get a full refund of his Service Agreement. A full refund was processed on August 18, 2016. It does take approximately 10 to 15 business days to receive the check.
 
We appreciate Mr. [redacted] for bringing his concerns to our attention as we do take these matters seriously. We respectfully request the Revdex.com consider this matter closed as his warranty is now canceled.
 
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”) that became effective June 30, 2015. Thank you for the...

opportunity to review and respond.   Our records indicate on June 2, 2016, [redacted] reported the microwave door is cracked and not closing. The latch will not open the door. Independent service contractor, Help Services was dispatched to the home. [redacted] called in on June 21, 2016 wanting status of his microwave. HBRWC had not realized the contractor had not called in their findings. After numerous attempts to Help Services, we acquired the diagnosis. The technician found the trim pack around the door is broken and the cover where the control board where screws goes in is broken. In Help Services professional opinion this was not due to normal wear and tear but from abuse by slamming the door. The claim was denied based on the 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): misuse or abuse” [redacted] disputed the denial and requested a second opinion.   The independent contractor, Ace Plumbing was dispatched to the property. On July 20, 2016, the technician reported the door is cracked and it had broken from pulling on the handle to open. He did not mention this was due to misuse and abuse. It was determined we would overturn the denial.   A representative of this department contacted [redacted] and offered a comparable replacement microwave or the equivalent replacement buyout. He will look at the unit “on line” and make his determination. Concerning the pool claim. His contractor called in the diagnostics and the amount exceeds the $1000 maximum of the Agreement. [redacted] accepted the buyout in the amount of $1000. [redacted] found this acceptable.   First HBRWC apologizes for Help Services on the delay of not submitting their diagnostics in a timely manner. A criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. Help Services has been passed along to our contractor relations department to address them. We also apologize for the experience he has had concerning his 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. HBRWC’s mission is to provide fast and friendly service, leaving a positive experience to all our customers. His concerns allows us to make corrections and continue to improve our service.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 conditioning claim. Thank you for the opportunity to review and respond.   Our records indicate on May 28, 2016, [redacted] reported her air conditioner is not blowing cold air. Independent service contractor, VA Climate Control Inc. accepted the dispatched and reported that they believed the problem was the defrost control board. The technician replaced the board but this did not fix the problem. The contract was not sure what the issue was and request we send out a contractor who is knowledgeable in nest thermostats. Thermostats are eligible for coverage however the nest thermostat is a smart thermostat. Energy management capabilities other than the programming of temperature is not eligible. A representative of this department spoke to [redacted]. Her contractor found the defrost board and run capacitor needed to be replaced. HBRWC conclusion is VA Climate Control’s defrost board may have been defective, the wrong part number used or they did not test the capacitor along with the defrost board. [redacted] forwarded her contractors invoice to the assigned representative and she has been reimbursed the full amount.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her business and we look forward to serving his future warranty needs     Sincerely, Office of the President Home Buyers Resale Warranty Corporation

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”). Thank you for the opportunity to review and respond.
 
Our...

records indicate on September 30, 2016, a cancel letter was received from Mr. [redacted]. On October 4, 2016, a cancellation letter was sent out. On October 5, 2016, the full amount of the warranty was refunded and went out as a check.
 
We do apologize that the representative did not contract Mr. [redacted] to acknowledge his letter was received when it arrived. This has been sent to our coaching and development team to address the representative in order to make corrections and continue to improve our customer’s experience.
 
Sincerely,
Office of the PresidentHome 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 Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate the independent contractor [redacted] HVAC found the system not heating or cooling. The technician found the fuse inside the air handler had blown. He replaced the fuse and the system was working like it should. This allowed the technician to do a complete diagnostic’s. The technician then found the zone control board had shorted out. The zone control board does not affect the system from cooling or heating. Its purpose is to open and close dampers to allow air flow to the different zones that are programmed. Zone control systems are excluded from coverage and not covered. As stated in the Agreement under Air Conditioning and Heat Pump coverage; “EXCLUDED: all components of zone controlled and energy management systems”. It would be up to the [redacted] to have the board replaced.
 
A representative spoke to Mr. [redacted] and he advised the system does not heat and cool. The representative then contacted the technician who explained the shorted out zone control board most likely will keep blowing the fuse inside the air handler, until the zone control board is replaced. Mr. [redacted] disputed this as he believes [redacted] caused the damage to the zone control board. The representative advised how Mr. [redacted] can request for the independent contractors insurance. The request was received and forwarded to our contractor relations department.
 
To be clear, all of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are all licensed and insured and not employees of 2-10 HBW. We contract with these companies in order to service eligible claims, but we are each separate operating companies. If Mrs. [redacted] feels that the independent contractor caused the zone control board to short, her dispute would be with the independent contractor and their insurance company and not 2-10 HBW.
 
In regards to Mrs. [redacted]’s request to cancel her Agreement, we apologize that her experience has led her to this decision. If Mrs. [redacted] is still considering cancelling her Agreement with 2-10 HBW, she may send a written request to cancellations@2-10.com. The Agreement would be cancelled as stated in section F of his Agreement, which states:  “You may cancel this Service Agreement at any time and is non-cancelable by us (send your written request to us at cancellations@2-10.com) … 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”.
 
We regret the zone control board is excluded from coverage. As such 2-10 HBW cannot be of further assistance in this regard as we are not liable for this expense. 2-10 HBW has honored our obligations as stated in the Terms and Conditions of the 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 Mr. [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on January 10, 2017 Mr. [redacted] reported online the refrigerator is not cooling but the freezer seems to be working. The independent contractor, [redacted] was dispatched and reported the defrost thermostat was trying to turn on the heating element but it would not. The contractor replaced the thermostat. [redacted] was recalled back to the home due to Mr. [redacted] was having the same issue. [redacted] reported it is the insulation inside the refrigerator that has deteriorated and causing this issue. Insulation is part of the interior thermal shell which is excluded from coverage. Per the Agreement under Appliances “EXCLUDED: …interior thermal shells” Mr. [redacted] was informed there is no coverage for the insulation. Mr. [redacted] did dispute this.
 
This notice was received and Mr. [redacted]’s claim was investigated further through our in house appliance expert. He was concerned due to the symptoms reported by Mr. [redacted] did not correlate with what [redacted] reported. A second opinion contractor, [redacted]. was dispatched to the home and found the fan motor was not working. The technician repaired the fan motor and the refrigerator was working as it should. A representative of this department called Mr. [redacted] and he reported the refrigerator seems to be working fine.
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] may have experienced. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 HBW Warranty of California, Inc. (“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.
 
Our records indicate on May 29, 2017, [redacted] reported her oven isn’t heating. The independent contractor, [redacted] was dispatched and reported the knob thermos and bake burner ignition were burned out. [redacted] called in on July 27, 2017 and advised [redacted] has been coming out and then cancelling appointments. [redacted] has been sent to our contractor relations department to investigate and address the independent contractor due to this preventable delay. As stated 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”. Even though we are not responsible for the independent contractor’s actions, 2-10 HBW made every effort to locate another contractor. A different independent contractor, Tri Valley was located but the [redacted]’s did not want to use them as they have had a previous bad experience with them. There were no other contractors in the immediate area to service the [redacted]’s oven. We do regret that on occasion, 2-10 HBW will not have additional approved network contractor to service an area in a particular trade. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is explained in the Agreement under the Terms & Conditions, A-1 “If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured." On August, 25, 2017, the representative emailed the [redacted]’s the guidelines for using a contractor. We are still waiting for a response from the contractor of her choice. [redacted]’s service fee was reimbursed today. It will take approximately 10 to 14 business days to receive the check.
 
In [redacted]’s desired settlement, [redacted] requested 3 months refunded to her. We regret, the only reimbursement will be the service fee. As stated in the Agreement under the Terms & Conditions; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for
bodily/personal injury or property damage.” We would be disappointed to see [redacted] cancel her new Agreement. If [redacted] is still considering cancelling with 2-10 HBW, she may send a written request to cancellations@2-10.com. 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.
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.”
 
Sincerely,
Office of the President
[redacted]

Complaint: [redacted]
I am rejecting this response because: My Air conditioner still doesn't work and 2-10 Warranty company is not making any effort to get it repaired.I'm satisfied with the resolution on the oven.  I'm not satisfied with the resolution of the Air conditioner.  I have received a response from 2-10 home warranty company after 25 days.  The recall work order, and the root issue was not because the air conditioner can't keep the house cool enough. The root issue is that the air conditioner compressor motor shuts down at random times, at random temperatures, for random amounts of time.  For example, it can shut down after running for 30 minutes in 76 degree weather outside and stay shut down for four hours, or it can shut down for 15 minutes when it is 100 degrees outside.  Every contractor that came out assumed that the compressor motor is overheating and not one contractor had made the effort to actually take a look at it.  There is absolutely no way to say, with any certainty, that the motor is shutting down due to overheating when the contractor(s) did not even inspect the motor itself.  Furthermore, even if it was overheating and shutting down, that would raise a red flag because a normal functioning air conditioner should not be shutting down on a daily basis.Because this problem is intermittent, I have decided to record and upload a video of when the air conditioner is functioning properly and when it is not.  I did this because I wanted to avoid a contractor coming out while it was functioning properly and assume that it is always working.  Unfortunately, the third time a contractor came out and that was the result that I got.  The response I received is "I can't fix it because it is not broken."  Again, there was no effort to look at the compressor motor even after watching the video of the intermittent issue. The compressor motor is now shutting down more frequently, and for longer periods of time.  I have been without a properly functioning air conditioner for nearly two months.  My wife was 8 months pregnant at the time this issue started, now we have a one month old newborn in the house.  I find it absolutely ridiculous that I have to go through all of this, just to get what I had paid for in the first place.  I feel that 2-10 home buyers warranty is doing everything they can to avoid responsibility.  Simply put, the air conditioner doesn't function properly and it's not getting fixed.  I am requesting another contractor to come out, actually look at the compressor motor, and diagnose the issue.  I am requesting that the contractor come ASAP as this is now considered an emergency given the Florida heat and the fact we have a newborn in the house.   
Sincerely,
[redacted] P.S.  Here is the link of the mentioned video:  [redacted]

Complaint: [redacted]
I am rejecting this response because: The information provided by 2-10 is false.  There were 2 occasions where repaired was schedule for the refrigerator.  Each repair was canceled by the company.  These are companies hired by 2-10.  They are welcome to reach out to these companies and gather information as to why.  The main issue in this case is 2-10's lack of customer service, and qualified educated employees on their end.  Several calls were made by myself to 2-10 where I was in contact with an employee who was not trained to handle the issue, or was not knowledgeable regarding my situation.  Several months went by without quality communication on their end.  This is not my fault.  I had a policy with this company to cover my appliances.  The only appliance connected to the failed outlet was the refrigerator.  Meaning more than likely a surge came from the refrigerator, causing the outlet to fail. This may have been proved if the repairs were not canceled.   2-10 needs to honor the warranty they sold me.  They also need to understand that lack of communication whether it be unreturned phone calls, of unanswered emails does not make a situation go away, or justifiable on their end.    This company sells warranties to new homeowners, but does not want to held accountable when the policy holder issues a claim.  This is beyond unacceptable, and should not be tolerated by the Revdex.com.
Sincerely,
[redacted]

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 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 February 3, 2018, Ms. [redacted] reported the washer is not advancing through cycles and not draining.
The independent contractor, [redacted] was dispatched and reported a cracked outer tub and cracked shock absorber. [redacted] was approved to replace the parts and the parts were ordered. On February 16, Ms. [redacted] called in advising she had not heard from [redacted]. The representative called [redacted] and left a voice message for status report. [redacted] then reported online that the work has been completed. On March 1, 2018, Ms. [redacted] called in and stated [redacted] had taken the washer to repair and still has not bought it back. She said she has called [redacted] and he promises to bring back the washer but hasn’t. The representative contacted [redacted] and he advised he has been in touch with the customer's brother and the sister. He advised he would have had the washer returned sooner but his coworker that helps him out has been out sick for the past few days which he needs a second person to help. He said that he will call Ms. [redacted] and explain and give her back the washer. There are instances where an independent contractor will delay a claim without our knowledge. Labor issues like this are out of our control. Per the Agreement under 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.” Once Ms. [redacted] notified us that her work order was still open, 2-10 HBW determined, since [redacted] still had the washer, the best solution is for him to complete the repairs. [redacted] has been sent to our contractor relations department to address the delay in this claim.
 
A representative called the contractor and left a message to confirm the washer has been delivered in good working order. He also called Ms. [redacted] to see if the washer has been returned in good working order. Ms. [redacted]’s primary phone number that we have on file has been disconnected. A voice message was left on her secondary phone number to please call back if the washer has not been returned in good working order.
 
We regret that we will not be offering a month off her monthly payments on her Agreement or her refund of the service fee as we are not liable for such expenses. We apologize to Miss [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

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 September 15, 2016, Ms. [redacted] reported refrigerator leaking valve. “The contractor reported this is a self-piercing valve (in plumbing, these are saddle valves) on the line to the fridge, not enough water pressure, these valves are illegal and no longer used. He Recommend it would need to be changed out and replaced with correct valve.”
 
Saddle valves are used in many applications, many times in refrigerator water lines. The contractor is reporting this is causing low water pressure. These could be illegal in certain areas. They can be purchased at any home improvement store. According to our in house plumber, they are notorious for leaking. They are put on with a screwdriver and hand tightened until it pierces the supply line. The only valves that are eligible for coverage are listed in the Agreement on page 5 under Plumbing “Included: Valves: shower, tub, diverter, risers, angle stops and gate valves” Saddle valves are not listed as coverage and therefore not eligible for coverage per the Terms & Conditions of the Agreement 4. “are specified as “included” in the trade sections on pages 3, 4 and 5. If a system or item is not specified as “included” then it is not eligible for service;”
 
As a gesture of goodwill and not an admission of liability. HBRWC has refunded Ms. [redacted] her service fee so she can put this toward a more permanent/dependable valve. She should expect the check in approximately 10 business days. We regret we cannot be of further assistance in this regard. HBRWC would like to apologize for any inconvenience Ms. [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 April 16, 2016, [redacted] called in to report her air conditioner is not blowing cold air. Advance Heating and Air (“Advance”) had recently replaced the furnace.
 
Independent service contractor, Advance was dispatched to the home and had a scheduled appointment with the [redacted] on April 21, 2016. It was not until May 3, 2016, when the contractor reported the system was low on refrigerant, added 4 lbs. did a leak test and found the evaporator coil was leaking and needed to be replaced. The contractor was authorized to replace the coil. There were some out of pocket costs that go directly to the contractor to replace the evaporator. Disposal of the old unit for $50 and $58 for recovery/reclaim of the old refrigerant. Due to the delay, HBRWC picked up the recovery/reclaim of the old refrigerant. [redacted] said she would talk to the contractor about the disposal. The coil is a ship to shop order and the coil cannot be ordered until a customer accepts the out of pocket cost for the disposal. On May, 31, 2016, [redacted] called and accepted the disposal cost and the coil was ordered. In regards to her increased electric bill, we regret we will not be offering any refund toward her electric bill per section B-5 of [redacted] Agreement, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
 
On July 5, 2016, [redacted] continued to have issues and a recall dispatch for Advance was sent for them to revisit the home. They did not respond and it was decided to dispatch a different contractor North Metro. On July 21, 2016, North Metro reported a new furnace was recently installed and it is not up to code. The new evaporator coil is not up to code and too large for the drain pan. The first couple feet of duct work has been replaced with flex, the plenum box is crushed in. Duct work is leaking in the attic.
 
On July 23, 2016, a representative called [redacted] to explain that Advance was notified of the alleged allegations and that we would need them to warranty their work. On July 28, 2016, [redacted] had her own out of network contractor to the home to diagnose the alleged improper install from Advance. We requested she forward this information to us.
 
To be clear, 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. Contractor relations is actively investigating this claim.
 
Our contractor relations division made contact with Advance and the contractor is willing to warranty his work but [redacted] will not permit him back on the property. A call was placed to [redacted] and the reason she will not permit him on the property is because he is not licensed to do the work in Richmond County. It was then confirmed that Advance has a Master HVAC in GA as well as SC. Advance checked with the county to find he needed to obtain a permit, which he did.
 
Contractor relations contacted [redacted] and explained Advance has pulled the permit, however, she absolutely refuses to allow advance back on the property or other independent contractors in our network. She would like us to pay the full cost of her out of network contractor. The contractors invoice is for a full system replacement as well as a new complete duct system. The entire system does not need to be replaced. As a goodwill gesture and not an admission of liability. To put this matter to rest, a supervisor has offered $1,500.00 to have her out of network contractor correct any possible alleged improper by Advance. [redacted] has refused the offer and will be seeking council. If [redacted] feels that the independent service contractor, Advance workmanship is improper, since she insists on using her own contractor, her dispute for the alleged improper is now with the independent service contractor, Advance and not HBRWC.
 
We regret that we cannot be of further assistance in this regard. If [redacted] would like to reconsider, the concession is still available.
 
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 Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect November 16, 2016 and applicable claim....

Thank you for the opportunity to review and respond.
 
Our records indicate on November 19, 2016, Mrs. [redacted] reported her water heater was leaking from the top and the bottom. Water heaters have a minimum 6 year manufacture warranty. The representative did not realize that the water heater was probably still under manufactures warranty. The buyout includes the cost of the water heater. Mrs. [redacted] Agreement does not include our Supreme Protection option which would pick up many of the out of pocket costs. The replacement buyout is calculated as follows:
 
$115.00 - contractor installation labor
$334.83 – 40 gallon water heater
-----------
$449.83 - $75 service fee = $374.83 replacement buyout
 
As Mrs. [redacted] stated, she accepted the replacement buyout and the buyout was processed on November 22, 2016. This is a full and final settlement. Our accounting department received a cancellation letter form Mrs. [redacted] on November 29, 2016, 12 days after the Agreement effective date. Mrs. [redacted] paid $514.00 for the Agreement.
 
$ 514.00 Agreement
$-374.83 water heater replacement buyout
-------------
$139.17 refunded to Mrs. [redacted].
 
 
The Agreement was cancelled as stated in section F of her Agreement, which states: “The Service Agreement may be cancelled within the first 10 days for a full refund, less any claims paid. After the first 10 days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $25 processing fee”. HBRWC did not take out the $25 processing fee or 10% premium charge. Section F clearly explains how the Agreement is cancelled. We regret that we cannot offer a full refund of her Agreement. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.
 
HBRWC would like to apologize for the inconvenience Mrs. [redacted] may have experienced toward the contractor. 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. The non-covered charges are paid directly to the independent contractor. These funds are kept by the contractor and not transferred to HBRWC. There is very little negotiation of the non-covered charges with HBRWC and the contractor. Due to Mrs. [redacted] dissatisfaction with the contractor, her complaint has been forwarded to our contractor relations department to address the contractor.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /[redacted]/
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [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 that on August 7, 2014 an independent service contractor was authorized to replace Mr. [redacted]'s attic fan. HBRWC was next contacted by Mr. [redacted] on June 5, 2015 stating that this replacement did not occur. We sincerely apologize for the delay that Mr. [redacted] encountered.
A new contractor was dispatched on June 5th who went to the property on that same day. This contractor declined service after determining that the attic fan had been tampered with during renovations to the property, as they were not able to accept the potential liability this may cause. We do apologize for this inconvenience.
At this time, HBRWC would like to request that Mr. [redacted] obtain his own service contractor to replace the attic fan. We ask this pursuant to section A-1 of the Agreement which states that on occasion, "we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured."
The contractor Mr. [redacted] obtains may call 800.482.4776 and then press option 2 to report his quote for replacing the attic fans. HBRWC is able to pay by check or over the phone via credit card. Alternatively, Mr. [redacted] may also pay the contractor directly and submit an invoice to HBRWC for reimbursement. We would note that even if the latter option is selected, HBBRWC must receive the contractor's report and quoted price prior to repairs being performed.
We apologize again for any inconvenience that Mr. [redacted] may have experienced. The replacement of Mr. [redacted]'s fans is eligible for coverage, and we will assist Mr. [redacted] in whatever way possible to facilitate the completion of these repairs.
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:Regardless of what's in the agreement, this wasn't what I was TOLD on the phone. AFTER [redacted] air rejected the work order, I called BACK to 2-10 and that's when the CSR told me to find outside work and that 2-10 would REIMBURSE us. Unfortunately, I took her advice without question, thinking she knew what was going on and was knowledgeable about the steps to be taken. Your response is defensive and typical defending one's interests without even considering that this ACTUALLY happened. Your company DIDN'T ONCE try to contact me after the work order had been rejected. There should be PHONE CALLS. I had to track you down and obviously you have people who don't know their job. It was very hot out and I did exactly what the CSR told me to do. I asked her if I could go with a different contractor and she said your company didn't have another and that I had to find my own contractor. So I did. And now this. Apparently your company ticks off a ton of people because you have no accountability on your end for what happened in this situation.I trusted what this lady told me and I will never do that again, so that's my accountability. [redacted]

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

opportunity to review and respond.   We regret we are not able to assist Mr. [redacted] for the $510 that he paid to the independent service contractor [redacted] in order to charge his system with Freon and provide temporary cooling measures.  On May 25, 2016 [redacted] reported that the two air conditioning systems were low on Freon and in poor condition due to physical damage caused by a dog repeatedly urinating on the outdoor systems.  The contractor also suspected the indoor equipment may have failures present, but were unable to verify this on the initial visit, due to the indoor equipment being flush against the attic rafters, making it inaccessible.   For this reason, the contractor requested to return to the home to perform a nitrogen leak search so they may diagnose further and provide a complete recommendation of how to proceed with repairs.   In the interim, Mr. [redacted] elected to pay the service contractor to charge the systems with refrigerant.  Such measures would temporarily allow the units to continue to operate.  In doing so, Mr. [redacted] contracted service with [redacted] outside of the coverage or knowledge of HBRWC.  While his Agreement offers coverage for repairs, the Agreement does not list temporary cooling measures as eligible.  Additionally, HBRWC cannot condone such actions as if violates EPA requirements that any system which has lost 20% or more of its refrigerant have a leak search performed and necessary repairs affected rather than allowing Freon to continue to leak in the atmosphere (as it is considered hazardous to the environment).   It is for these reasons that HBRWC is not liable or responsible for the additional work that Mr. [redacted] elected to have the contractor perform.  We would also note that page 3 of Mr. [redacted]’s Agremeent states that we will not offer any reimbursement for repairs made without our prior authorization.    We apologize we are not able to be of further assistance with this matter.  While HBRWC is not able to reimburse the amount that Mr. [redacted] paid to the independent service contractor [redacted], we none-the-less appreciate him bringing his concerns to our attention so we may review the matter further.   Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation     Tell us why here...

Initial Business Response /* (1000, 5, 2015/07/11) */
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 [redacted] 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 claims handling process. Our records indicate that [redacted] was not able to locate a service contractor in our network of approved service vendors that was able to provide service for [redacted] well pump. While [redacted] strives to provide a large network of service vendors, we regret that at times it is not possible to provide a contractor. For this reason [redacted] requested that [redacted] obtain her own service contractor per section A-1 of her Agreement which states, "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured."
[redacted] submitted an invoice for $690.86, the cost of repairs to the well pump which required replacement, as well as an air charge tank. The terms and conditions of her Agreement states in the [redacted] trade section that there is a $500 limitation per Service Agreement on any repairs to the well pumps. We have authorized for a check to be mailed to [redacted] for this $500 amount. This check will be mailed to the property address, and [redacted] may expect to receive it within the next 7-14 business days.
Finally, we would like to apologize for any poor service that [redacted] may have experienced. In her complaint, she states that she did not receive return calls from [redacted]. The delay that occurred as a result is unacceptable, and we will have this evaluated internally to determine what caused this delay and how it can be prevented in the future.
[redacted] would like to thank [redacted] for bringing this to our attention as we do take these matters very seriously. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
[redacted] of Virginia, 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.
 
Our records indicate on July 9, 2016, [redacted] reported her air conditioner will not turn on.
Independent service contractor, US HVAC Services was dispatched to the home and reported the compressor had shorted to ground. The contractor was authorized to replace the compressor. Due to the type of compressor that was needed, the representative sent the information of the compressor to our parts inquiry department to find a compatible replacement. We acknowledged there was a delay due to the parts department did not get this order and once this was realized. The research was done and the compressor was ordered.
 
HBRWC apologizes to [redacted] for the experience she has had concerning her customer service experience and the delay to her claim. With this in mind, we have refunded Lisa O’Conner’s service fee. 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 PresidentHome Buyers Resale Warranty Corporation