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 Miss [redacted]. We have located Miss [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on November 8, 2016, Miss [redacted] reported online a pipe leak. The independent contractor, [redacted] was sent a dispatched but declined the dispatch due to the distance. On November 9, 2016, Miss. [redacted] called back, the representative called the [redacted] (which are the same company and this is being corrected). This time however, they advised due to the emergency, they could service the customer that evening. This information was provided to Miss [redacted]. That evening Miss. [redacted] called back wanting a different contractor. It is not clear why she did not want [redacted] to service or if the contractor changed their mind. There were no other contractors that could service an emergency. The Representative offered Miss [redacted] to contact her own contractor and the out of network guidelines were explained to her. Miss [redacted]’s requested to speak to a supervisor. There were no supervisors available at this time. The representative sent an email to floor support in claims management. On November 15, 2016, a claims management specialist called Miss [redacted] and a voice mail was received. There was a message left asking if she was able to locate a contractor. A request to give us a call back and the phone number for claims management was left. There was no response from Miss [redacted]. After this notice was received, on February 1, 2017, a representative of this department called Miss [redacted] and a voice mail was received, another message was left. The representative emailed Miss [redacted] so she can respond with an attachment of her contractor’s diagnostics report for review and eligibility. HBRWC has not yet received the report.
 
We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade in a timely manner. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is described 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."
 
HBRWC would like to apologize for any inconvenience Miss [redacted] may have experienced.  We value her business and look forward to hearing from her soon.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/17) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") 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.
HBWVA acknowledges that the three service providers that were dispatched to [redacted]'s property did not find any major failures to his air conditioning system. In total, the contractors replaced a thermostat, added refrigerant, and noted that there was sawdust covering the furnace and blower assembly. It was noted that the filter of the furnace was changed, but that the sawdust could have clogged the filter and affected the function of the air conditioning system prior to that change.
Our records indicate that [redacted] did not submit any diagnosis for recommended repairs or replacement to the air conditioning system made outside of HBWVA. As such, we regret we were not given the opportunity to review this information to determine what his contractor stated and whether any reimbursement for those repairs would be offered. Instead, [redacted] stated that he would like to cancel his Agreement.
On June 15, 2015 [redacted] was contacted by a manager of HBWVA's Sales Support department. At this time, he was advised that if he wished to cancel, he would not receive the full reimbursement amount pursuant to section F-4 of the Agreement which states, "If you cancel this Buyer's 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 and a $25 processing fee. [redacted] Residents: Service cost(s) and $25 processing fee will not be deducted."
We disagree with [redacted]'s statements that HBWVA representatives refused to transfer his call to a supervisor or manager. [redacted] received assistance from a HBWVA manager on May 20th, May 28th, and June 15th. On June 18, 2015 [redacted] spoke with our customer service department. When offered the opportunity to be transferred to a supervisor's voicemail to receive a call back within no more than 24 hours, he declined this option stating that instead he would cancel the Agreement and contact the Revdex.com. On June 25, 2015 [redacted] was contacted by a HBWVA after stating his dissatisfaction and again HBWVA offered to transfer [redacted] to a manager. He declined this option again.
We regret that we are not able to be of further assistance in this matter. On June 16, 2015 HBWVA cancelled [redacted]'s Agreement and issued a pro rata refund per the terms and conditions outlined in his Service Agreement. While further remuneration is not owed to Mr. [redacted], we none-the-less would like to thank [redacted] for bringing this to our attention so we may evaluate the matter further.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of [redacted], Inc.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because they are absolutely without a doubt lying. I called over 10 times asking to speak with a manager and every time I was told that there was nothing they could do. The third service contractor came out and recommended a replacement of the HVAC system but refused to put the request in because he assured it would be denied by 2-10. 2-10 homebuyers warranty never tried to contact me after the fact. That is a complete and absolute lie. I will not accept their response, I am requesting the full refund instead of the pro-rated refund due to lack of service from 2-10. This company has nothing but horrible customer reviews on their website and all social media pages, and it is evident they do not care for their customers and they use all sorts of hidden language to try to get themselves out of these agreements. They are dishonest, and I believe the Revdex.com should consider removing their accreditation.
Final Business Response /* (4000, 10, 2015/08/13) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. is in receipt of the rebuttal submitted by Mr. [redacted]. Thank you for the opportunity to review his concerns further.
We apologize if Mr. [redacted] feels that any of the facts reported in our initial report in error. With this said, we have carefully reviewed Mr. [redacted]'s claim and provided the information as stated in our system.
We would reiterate that we will not offer to refund the full cost of Mr. [redacted]'s Limited Home Service Agreement. Section F-4 of the Agreement states, ""If you cancel this Buyer's 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 and a $25 processing fee. Virginia Residents: Service cost(s) and $25 processing fee will not be deducted." Thus we fulfilled our obligations to Mr. [redacted] as stated in the terms and conditions of his Agreement.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of Virginia, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was told over the phone (recorded the call) that the claim's denial would be reversed because I was right, and the company does not have enough information to back up a denial. Had the water heater been rusted out, badly worn, abused, or neglected, then my claim would not be covered. The circuit board shorted out. This occurred the day of my claim, which was also the start of my coverage. The heater had worked just fine until that point, as it had kept the house at a steady 60 degrees before we moved in. I am tired of fighting this, as any reputable company would honor their warranty, as there is zero evidence that there was any p roblem with the furnace prior to our move in. This has been a ridiculously frustrating several weeks. Because of this absurd denial, and the stress it has caused my family and I, we will never purchase a 2-10 home warranty again, and will certainly warn my friends and family about this company. 
[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and applicable...

claims. Thank you for the opportunity to review and respond.
Our records indicate that Ms. [redacted]'s Agreement service period began on August 1, 2015. On August 11, 2015 HBRWC received the report that the air conditioning limited was leaking from the bottom. The independent contractor, [redacted] & [redacted] was dispatched to the property. Two days later they reported that the system had lost 20% of its refrigerant, had a restriction in the condensate drain line, and also had a restriction in the evaporator coil.
We do regret that these failures would not have begun within the 10 days that the Agreement was in effect. For this reason, Ms. [redacted]'s claim is not eligible for coverage pursuant to section 3 of her Agreement which states, "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test."
These failures would have been detectable by an HVAC contractor had the system been evaluated prior to the effective date of the Agreement. While Ms. [redacted] did submit a home inspection for review, this home inspection occurred in February. The temperatures in this area in February would not have allowed for adequate testing of the air conditioning unit, and the 6 month time difference between the inspection and the closing did not provide enough evidence to support an appeal of the denial. Additionally, the home inspection did note that a buyer of the property should be prepared to replace both heating & cooling systems in this property.
We would like to thank Ms. [redacted] for bringing this to our attention as we do take these matters seriously. Our review has verified that her claim is not eligible for coverage and we will not be able to offer further assistance with this failed air conditioning system.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Status unacceptable. Warranty was purchased with the understanding that items would be covered. If the condition already existed then the part should have worn out before our residence. The inspector assured proper function at the time of purchase. Therefore, it wore out DURING our residence and the warranty should cover it.
Final Business Response /* (4000, 9, 2015/10/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. We apologize if Ms. [redacted] is dissatisfied, however we have verified that her claim is not eligible for coverage and this decision will not be overturned. As our previous response indicates, Ms. [redacted]'s home inspection occurred six months prior to the Agreement at a time of the year when adequate testing of the air conditioning would not be possible and as such did not provide enough information to allow appeal of the denial. Her system had multiple failures and these failures would not have begun within the 10 days that her Agreement was in effect.
We apologize we cannot be of further assistance, but one again appreciate having the opportunity to review further.
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 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 on September 9, 2016, Mrs. [redacted] reported her ac is not blowing out the vents. Independent contractor [redacted]’s [redacted] was dispatched and found the blower motor in the furnace seized (which also blows air for the air conditioner) and there is a crack in the heat exchanger. The technician red tagged the furnace. Since both the blower motor had seized and the heat exchanger cracked, it was decided to replace the furnace. [redacted]’s cost to install the furnace was extreme and did not want to HBRWC to supply the furnace. It was decided to send another independent contractor. [redacted] was dispatched. Found the same failures. They were authorized to replace the furnace with a Lennox. There was a freight delay of the furnace. Mrs. [redacted] has a scheduled appointment for install with [redacted]. A represented of this department is keeping track of this claim until the furnace is installed.
 
HBRWC apologizes to Mrs. [redacted] for the experience she has had concerning the delay to her claim. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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 May 22, 2017, [redacted] reported his downstairs ac is not blowing cold and not turning on. The independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner further. On June 6, 2017 [redacted] reported online: “the unit has a stalled blower motor, shorted fan relay and need to replace run cap with motor”. The Warranty went into effect May 19, 2017 and [redacted] noticed the failure on May 21, 2017. The claim was reviewed due to the unrelated failures that occurred with a two day period. It was determined the system was not in good working order at the beginning of the Service Agreement and the claim was denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement.”
 
It was decided that we will move forward with the replacement of the blower motor, relay and run cap. If after the components are replaced and the contractor finds additional failures not related to the present issue, the claim may be reevaluated. A call was placed to [redacted]’s residence and a voice mail was received. A voice message was left explaining we have approved the contractor to replace the failed components.
 
HBRWC would like to apologize for the inconvenience [redacted] may have experienced. We do value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:I never have filed any sort of online ticket with this company ever. I have called them on several occasions for other issues to set up service tickets. This particular incident was no different. The person I talked to submitted the ticket for the beverage cooler even though the appliance wasn’t under warranty. He advised that the contractor could still come out and look at it, we would just have to pay for the repairs. I want want to be clear, MY APPLIANCE CANNOT be fixed because THEiR contractor refuses to return the call or to return the motherboard. The email response states that [redacted] has responded and said they would return the part. We have NOT heard from [redacted]. The very strange part is that ironically, after a Revdex.com complaint is filed....a valid phone number was provided for [redacted] within days. I have been begging 2-10 to give us a valid number for THREE months. The response from 2-10 talks about filing a claim with [redacted]’s insurance. I spent all day on September 25th on the phone with 2-10 begging them to give me valid insurance information. I was given a policy number and a name of an insurance company that was actually a an insurance brokerage firm and could not help me at all. When I called 2-10 back, the agent “Mary” told me that she had no idea about insurance information. She could not help. How am I to file a claim when I don’t know the name of the insurance company? Bottom line, 2-10 is lying and stalling for time. So, they have two choices at this point...1. Get the motherboard returned to us in one weeks time. 2. Pay us the $1300 dollars in one weeks time. If either of these do not happen by October 10th, I will file a police report for theft and I will take both 2-10 and [redacted] to small claims court to not only recover the cost of the appliance, but to cover the expense of my time and aggravation. I have already requested my and my husbands cell phone records to show each and every time that we have called 2-10.What I am asking is not unreasonable. All they have to do is get the motherboard back - as without it again, our beverage cooler cannot be fixed. 
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]. Thank you for the opportunity to review and respond.
 
This is for a manufactured home and based on the information that was supplied by...

[redacted], we were unable to find a warranty. A representative was able to talk to our new homes division and transferred [redacted] to them to file a claim. The representative has verified with [redacted], that the new homes representative was able to send her the documents needed to file a claim.
 
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.
 
Our records indicate on September 28, 2017, [redacted] reported her refrigerator is not cooling and not freezing. The independent contractor, [redacted] was dispatched and reported the compressor is out and they do not work on sealed systems and request we reassign the work order. The independent contractor, [redacted] was dispatched. On October 5, 2017, a representative offered [redacted] $200 to put toward a temporary refrigerator. The invoice was received and forwarded to accounting to reimburse [redacted]. On October 9, 2017, [redacted] reported they found that the heat exchange line in the system is corroded and cannot be repaired because it is inside the cabinet. [redacted] was offered a comparable replacement unit or the equivalent cash buyout. [redacted] accepted the cash buyout.
 
2-10 HBW apologizes in advance if a customer service representative was being rude. We take these accusations seriously and can assure her that this matter will be investigated internally. Her customer service concerns enables us to make corrections and continue to improve our service. We can understand the frustration and inconvenience that [redacted] may have experienced during the time she did not have a working refrigerator.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/08/06) */
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 [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 [redacted] first contacted HBRWC the morning of June 27, 2015 to place a new service request. On June 28, 2015 the independent contractor Advanced Water Systems reported the well pump would need to be replaced. [redacted] contacted HBRWC the following day to report she was having a different contractor at the property.
On June 30, 2015 [redacted] contacted HBRWC again to report that the out of network contractor repaired the well pump for a lower cost. At this time, HBRWC requested that [redacted] submit the invoice for review so we may verify eligibility and the total for reimbursement. On July 2nd and July 8, 2015 HBRWC again requested this information be emailed for review. To date we have not received this invoice. We apologize to [redacted] if she did send this and we did not receive due to technological difficulties or another reason.
In order to reimburse [redacted] for the repairs made by her service contractor and the service fee, we will need to review a copy of her invoice. This may be mailed to [redacted]@2-10.com or faxed to [redacted] Upon receipt of this information we will contact [redacted] to verify the reimbursement amount.
We acknowledge [redacted] comments regarding the service contractor that was at her property. HBRWC strives to provide fast, accurate service and anything less is unacceptable. We will have this matter evaluated internally, due to her statements that the service contractor did not thoroughly evaluate the well pump.
We do disagree with [redacted] statements that HBRWC representatives did not call her. Our records indicate that when she asked for a person to contact her to discuss this claim, she was contacted within 24 hours. At that time, a voicemail was left containing further instruction as well as a toll free telephone number she may call to further discuss her claim with a customer care representative.
We again apologize for any inconvenience that [redacted] may have experienced. We thank her for bringing her concerns to our attention and await a copy of her invoice so we may offer her further assistance.
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 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 on September 26, 2016, Mrs. [redacted] reported a pipe leaking in pantry wall in kitchen and the wall is wet. [redacted] was dispatched and reported there is a wet spot on the wall, right above is master bath. The shower valve in the master bath is not secured to the wall. This is causing water to leak down between the shower valve and the wall. The tech said he would need to cut a hole in the drywall behind the shower and mount a securing brace. The contractor was authorized to install the brace. Mrs. [redacted] called in to set up a drywall claim for the hole that the contractor had made to make the necessary repair. The representative called the plumber and clarified with the plumber that this was not a plumbing issue but the valve not being secure to the wall caused water to go behind the valve and wall when used. This is not a plumbing issue and not eligible for coverage. There must be a leak or break in the line for the claim to be eligible. This is in the Terms & Conditions of the Agreement on page 4 under Plumbing “INCLUDED: Water, drain, waste or vent pipe leaks or breaks” The drywall hole had to be cut in order for the brace to be installed. The representative who authorized the repair was mistaken and should not have approved this. Either way this hole had to be made to make the repair. This was paid by us. Since this is not a covered claim. The repair of the drywall is not eligible for coverage. As stated in the Terms & Conditions B-6 “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only, such as patch, tape and/or mud.” This is not a covered service. As a goodwill gesture, the supervisor Mrs. [redacted] spoke with sent her a $75 check to put toward the drywall. In addition, we have decided to reimburse her service fee to further assist in the repair of the hole. We ask she wait approximately 10 business days to receive the check.
 
HBRWC would like to apologize for any inconvenience and misunderstanding Mrs. [redacted] may have experienced. We regret that we cannot be of further assistance in this regard. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 November 17, 2017, [redacted] was offered a comparable replacement vent hood or she can take the equivalent replacement cash buyout. It is noted that [redacted] would like the vent hood repaired. She can take the replacement buyout amount and work with the contractor independently. Once the new replacement or the buyout is accepted, the vent hood is no longer eligible for coverage.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response in which we indicated we will only pay what...

we would have paid a network contractor. The contractor’s agreement pricing is confidential. [redacted] certainly has the right to know how we arrived at his $161.65 reimbursement.
 
Here is our contractor’s cost breakdown to complete the furnace repair:
 
   $200.00  - flat rate repair to replace a MFW heat exchanger and blower wheel
+$  61.65 - HBW supplied blower wheel - part # [redacted]
-----------
$261.65 - $100 service fee = $161.65 amount reimbursed.
 
We regret that we will not be offering any further compensation to [redacted]. The rebuttal provides no additional information to overturn our decision.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do wish that the customer service team at 210 Home Warrenty were more willing to help their customers. The only reason we were able to get this resolved is because I had to file a complaint through the Revdex.com and contacted them through the business social media page. It's unacceptable that a paying customer would have to work so hard to get an issue resolved. I do appreciate the Revdex.com website because it has helped us get this issue fixed. Thank you for making this bad experience a little better.
Sincerely,
[redacted]

Our records indicate on June 7, 2017, [redacted] reported online: “roof is shingles, leaking water, shingles flew off in two spots. Roof leaks in master bedroom”. The independent contractor, [redacted] was sent the dispatch. On June 27, 2017, [redacted] called advising the contractor did not...

receive the dispatch. The dispatch was re-sent and [redacted] and notified by phone. HBRWC was not aware the [redacted] had not received the original dispatch.
 
[redacted] reported there is wind damage causing missing shingles and wind damage to 3 sections of the roof on the backside. The technician explained to the [redacted]’s that this is a homeowner’s insurance claim. Missing shingles/wind damage is not eligible for coverage, per the Terms & Agreement under Roof Leak: “provided the leaks are the result of rain and/or normal wear and deterioration” under the Roof Exclusions: Excluded: “leaks which result from or are caused by any of the following: missing and/or broken shingles or tiles,”. This was not due to normal wear and tear but wind caused the missing shingles and creating the leak. This is also clarified in 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): storms,… acts of God”. Rain is eligible for coverage provided the rain caused the leak and the leaks occurred while the roof is intact and in good shape.
 
We do apologize for the inconvenience that [redacted] had experienced due to the dispatch of this claim. Her service fee has been refunded. It will take approximately 10 to 14 business days to receive the check. We regret we will not be repairing the roof as we are not liable for such expenses. 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 13, 2016, [redacted] reported her air conditioner would not turn on.
Independent service contractor, [redacted] was dispatched to the home and reported on the first visit the main ac was one 1 lb. low on Freon, the technician recharged and everything was working properly. [redacted] was called out on a second visit and found the third floor ac has the incorrect piston installed on the air handler and a TXV needed for the condensing unit to cool properly. When [redacted] went back out to make the repair the tech found the evaporator was leaking refrigerant. [redacted] was authorized to replace the air handler. A supervisor has called [redacted] and confirmed the Air handler has been installed. He called the customer and left a voice message with his direct line to confirm the system is cooling properly.
HBRWC apologizes to [redacted] for the experience he 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. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation