2-10 Home Buyers Warranty

Complaint: [redacted]
I am rejecting this response because:  Complaint: [redacted] I am rejecting this response because:2-10 requires we use their contractors in order to have our service covered.  I would not have chosen [redacted] had I been given the choice, but if I wanted the warranty to cover most of the water heater replacement I had to use their contracted company.  Telling me that the flue is not covered under the warranty when the flue is a necessary component of the water heater replacement does not address the concern.  The concern is that 2-10 required I utilize a company they contract with, that company did faulty workmanship, and now 2-10 essentially washes their hands of the problem and informs me I have to deal with financial consequences of the faulty repair performed by the company they sent to our home.  They chose the contracted company, they require me to use the company, and now they tell me I have to deal with the financial repercussions of their decisions.Sincerely, [redacted]
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.
 
HBRWC received a claim from [redacted] on May 24, 2017 with the report that the air conditioning system was not blowing cold air.  The Independent contractor, [redacted] went to the property and reported there is a leak in the indoor evaporator coil on the Air Conditioner and there is a crack on the third heat exchanger for the furnace. [redacted] was authorized to replace both the indoor evaporator coil and furnace. HBRWC ordered the equipment through Lennox.
 
The Field Service Manager (“FSM”) for [redacted], spoke to the owner as to why they have not pulled the permit for the inspection. The FSM does have noted in the claim on August 10, 2017 that he spoke with the owner of [redacted] questioning his license. The owner advised in the state of [redacted], as long as he holds a license to work in [redacted], they allow him to use that to work in [redacted]. He told the FSM will have to call [redacted] county office to correct this issue.
 
On August 10, 2017, the FSM spoke to [redacted] and offered to dispatch the independent contractor, [redacted] to look at the unit. [redacted] reported a permit was not pulled. Everything is up to code and everything is sealed correctly. The air conditioner has a 23 degree temperature drop (normal). The humidifier is not hooked up and the plenum and transition needs to be rebuilt. [redacted] was approved to complete these repairs. [redacted] however would not pull a permit unless they did the install themselves.
 
The FSM did get a hold of [redacted] and they had not pulled the permit, as his mother had recently passed away. He was not trying to avoid him and he has someone who is following up for him. A few days later, the FSM tried to contact [redacted] on the status of the permit but he did not get a reply. On September 18, 2017, a representative called the [redacted] residence and received voice mails. A voice message advising we will be authorizing [redacted] to install another furnace as this is the only way they will pull the permit.
 
On September 19, 2017, the FSM heard from [redacted] and they can have the permit pulled by an affiliate contractor, [redacted] [redacted] for a full inspection. On September 19, 2017, the FSM spoke to both Mr. and [redacted], then sent this following email:
 
 
“Hello Ms. [redacted],
 
I’m not sure if the call was dropped due to signal, so I thought I would call you back and leave a voicemail. As per our conversation, we have got in contact with [redacted] to resolve this issue. [redacted] will have another technician come out to your home to do one last inspection on the install since you are not confident in the job [redacted] performed. Once they inspect the unit and if they find no issues with the design, they will then have the permit inspector come out to pass the unit.
 
I have spoken to [redacted], and they stated everything on the unit is functioning fine, and the install is not improper. They stated the only thing needed is a permit pulled. [redacted] refuses to pull permits for any system they did not install, so the only route they would have is a replacement. This was going to be done as a last resort if we were truly unsuccessful in getting in touch with [redacted]. However we were able to get ahold of them.
 
I have spoken to [redacted], and they stated to me they have left you several voice messages also in attempts to contact you with this info also.
 
I can coordinate them anytime today after 3 pm, or anytime tomorrow.
 
Please let me know how you would like to move forward so I can inform [redacted] of the time.
 
Thanks”
 
The FSM spoke with [redacted] and he decline to have the affiliate contractor, [redacted] [redacted] come out for inspection in order to pull the permit because he was told by voice mail that we would be replacing the furnace. The FSM advised, we will not replace the furnace again as all we need is a permit.
 
This is a brand new furnace that was installed. We were going to use [redacted] as a last resort, since [redacted] had not responded. Since [redacted] responded and is willing to have the permit pulled, there is absolutely no reason to tear out the new furnace and install another exact same furnace. In the [redacted]’s desired settlement, they requested a permit pulled so a thorough inspection can be completed. This is what HBRWC is trying to accomplish. At this point, the [redacted]’s are delaying their claim.
 
A representative of this department called and spoke to [redacted]. He does not want [redacted] or anyone associated with [redacted] inspect and pull the permit. He feels [redacted] illegally installed the furnace. We discussed the voice message that was left on replacement of the furnace. The representative explained that the voice message was before we heard from [redacted], guaranteeing they will have the permit pulled for inspection. Replacement of the furnace is off the table since [redacted] or [redacted] [redacted] will have the permit pulled for inspection. [redacted] understands this but does not like [redacted]’s workmanship and feels since they have been non responsive so often, he wants nothing to do with them or any contractor associated with them. HBRWC is standing on the decision to have just the permit pulled for inspection. We will not replace a new furnace. The inspection report will determine if there are any issues that need to be addressed.
Our customers are always welcome to use their own contractors. [redacted] did not have to use a network contractor. However they will not have the benefit of the lower costs that we can provide. When a customer chooses their own contractor, they will pay retail. Our obligation is to only pay what we would pay a network contractor as stated in the Agreement A-2.a “If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);” In addition, when a customer chooses to use their own contractor, they must also pay their contractor up front.
 
We acknowledge the delay that occurred with [redacted] was preventable and we apologize for this inconvenience. [redacted] wants to make this right, if given the opportunity. There are some things that are out of our control as stated in the Agreement under the Terms & Conditions; B-10. “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.”
 
The [redacted]’s have also submitted a complaint with the Attorney General which HBRWC has already responded to including [redacted]’s license and insurance information. As stated in the [redacted]’s desired settlement, our request with the [redacted]’s is to let [redacted] or [redacted] [redacted] do a final inspection and pull the permit. The inspection report will determine if there are any issues that need to be addressed. HBRWC respectfully requests the Revdex.com consider closing this case as this is being handled through the Attorney General’s office.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/24) */
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 the applicable Limited Home Service Agreement ("Agreement") and claim...

for [redacted]'s property at [redacted] in [redacted] Thank you for the opportunity to review and respond.
We apologize for any inconvenience that [redacted] may have experienced. We acknowledge that our company does not have any service contractors able to service this area in a timely manner. While HBRWC strives to provide a network of preferred service vendors for every trade, this is not always possible. It is for this reason that section C-3 of [redacted]'s Agreement 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 and call us for prior authorization to perform service. Your service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements."
We regret that we will not offer [redacted] a full reimbursement for the Agreement that he purchased, as it is past the 30 day money back guarantee offered in the Agreement. If [redacted] would like to cancel his Agreement, we are able to offer a partial refund pursuant to section I-4 of the Agreement which states, "this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement less any repair costs incurred by us will be refunded to the party purchasing the Agreement."
As [redacted]'s Agreement does state that HBRWC will ask a customer to obtain their own service contractor, we have fulfilled our obligations as stated in the Agreement and respectfully request this matter be considered closed. We appreciate [redacted] for bringing his concerns to our attention as we do take these matters seriously.
Sincerely,
[redacted]
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]

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 5, 2017, [redacted] reported the salt cell is not reading any salt and no pressure on the filter gauge. On May 15, 2017, was still not able to locate a network contractor. We do regret that on occasion, HBRWC will not have a 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 while we continue searching. This is described in the Agreement under the Terms & Conditions, A-1 "If a 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."
 
The dispatch department was able to locate a contractor outside of our network, [redacted] to service. On June 7, 2017, [redacted] reported the salt cell has failed and not producing chlorine. The salt cell needs to be replaced. His cost for the cell is $695 + $130 labor + $100 service fee. [redacted] was authorized $825 to replace the cell. Per the Agreement on page 6; “POOL/SPA EQUIPMENT SALTWATER: DOLLAR LIMITS PER SERVICE AGREEMENT: Cost to diagnose, repair and/or replace - $1000.” This means there is only $175 remaining on the maximum for the pool coverage.
 
On July 4, 2017, [redacted] called in advising after [redacted] came out to his house and did the install of the cell, a new leak appeared. [redacted] believes it may have been caused by [redacted]’s install. The representative set up a possible recall to have [redacted] come out and look at the leak. On July 11, 2017, [redacted] reported the filter valve is leaking water badly due to age and normal wear and tear. It is not repairable and needs to be replaced. [redacted]’s cost to replace the valve is $318.90. HBRWC authorized [redacted] the remaining $175 maximum. [redacted]’s out of pocket cost would be $206.90 payable to [redacted] as this is the amount that has exceeded the $1000 limit.
 
[redacted] is an independent contractor and not an employee of HBRWC. We have no control over their pricing. If [redacted] feels that the independent contractor, [redacted] cracked the valve while installing the cell, his dispute is with them and not HBRWC. We regret that HBRWC will not be offering any further compensation as the claim maximum has been reached. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11083061, and find that this resolution is satisfactory to me.
Thanks for dutifully and vigorously representing consumers.
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 [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
We do apologize to [redacted] caused by the delay of the first plumbing claim and the delay of the water heater claim. The same contractor was being non responsive with his diagnostic’s for the plumbing and the replacement of the water heater. Another contractor was recently dispatched to the [redacted] residence to address the claims. The contractor reported on the original plumbing claim the master shower is tile is allowing water to flow through. There were no plumbing issues found. This is not eligible for coverage as caulking and grouting are excluded from coverage under the Plumbing section. [redacted] was refunded her service fee. The water heater claim has been approved for replacement. The ETA of the new water heater is 10/17/17. The contractor also found a small portion of the washing machine drain line that is cast iron is leaking. The technician was approved to make the repair and the service fee was waived.
 
We do apologize for any inconvenience and delays. 2-10 HBW is committed to providing superior home warranty protection and customer service.  Her concerns enables us to make corrections and continue to improve our service. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:The fan is continuing to make a skipping noise. The contractor has communicated to me that they have to fight tooth & nail with you to get repairs done & that the insurance company tries to avoid replacement at all cost.
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 July 9, 2016, [redacted] reported her air conditioner is not cooling. At the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely manner. The representative offered [redacted] to locate his own out-of-network service contactor and explained the out of network procedures. The most important factor is the out of network contractor must call in to get prior approval. Per the Agreement on page 3 under Who pays what?“2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid.” This is also located in the Terms & Conditions A-1 “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” On July 21, 2016, [redacted] stated he had a new unit installed. The representative explained that this was without our prior approval and requested to send in his information.
 
A supervisor has been assigned to this case. The invoice that was received does not show what was replaced and the scope of work that was done and why it needed to be done. It just shows that the contractor replaced the condensing unit on the roof with and the cost of replacement. This invoice gives us nothing to work on. We do not know if this is a package unit, a gas pack, Freon split system or heat pump. The supervisor has left voice messages with [redacted] to get the additional information and left a direct contact number. [redacted] had called the supervisor back once but did not have this information and was to call her back again but has not done so. The supervisor has also contacted Mrs. [redacted] and explain that once we have this information we will come to a resolution. The supervisor will continue trying to acquire this information. We also encourage [redacted] to please have his contractor communicate this information to the supervisor.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously.  We value his business and look forward to hearing from him and his contractor soon.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Although statement basically true. The unit was 16 years old and should have been replaced with no expense to the home owners. This was explained to them by [redacted] and as long ago back as 5 years ago. My mother is 70 years old with advanced and chronic [redacted]. I had no choice but to pay out of pocket because the heat in the house is adversely affecting her health. Was lied to numerous times by 210 and was basically forced into this option to have a proper Air Conditioning in our home. When air Conditioning is actually installed and functioning properly. I will at that point make final decision on satisfaction.

Complaint: 11427069
I am rejecting this response because:There was no leak at the time the warranty went into effect. The home and all appliances were inspected and found to be in good working order by an independent home inspection company prior to closing and the 2-10 Warranty taking effect. A leak occurring, regardless of the cause, constitutes a failure of that appliance, and should be covered..If 2-10 is able to justify denying coverage due to an underlying long term problem, they will also be able to deny coverage of any component or appliance that has been in use for any period of time. Virtually everything will start to wear and degrade beginning the moment it is first put in service. A warranty such as the 2-10 Warranty is sold under the pretence of protecting a home owner from problems and failures that are not apparant at the time of the home purchase. The failure of 2-10 to honor the intent and expectations of their warranty is a clear indication that the company has no interest at all in providing the coverage that they purport to provide. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/10) */
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
Our records indicate that [redacted] set up a...

refrigerator service request through our online system on April 15, 2015. HBRWC dispatched the request to [redacted] ordered parts and submitted a bill through HBRWC's online system, as well. HBRWC was not made aware of any issues, non-covered costs, or that the repairs did not hold. The next time we heard from [redacted] was when she called HBRWC on June 30, 2015 to cancel her Limited Home Service Agreement ("Agreement"). HBRWC processed that request and sent a cancellation letter to [redacted] on July 6, 2015. HBRWC sincerely apologizes for the inconvenience [redacted] experienced on her service request. As we were not made aware of any issues we were not able to assist in correcting them.
In regards to [redacted]'s request for reimbursement, we apologize that we are unable to honor her request. The service fee of $100.00 is due to the service contractor per the "Who Pays What?" Section of her Agreement which states: "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call. A service call means each visit by a service contractor for a single service (plumbing, electrical, appliances, heating and air conditioning and pools/spas). The service fee is due when the service contractor arrives at the home."
Additionally, the $190.00 for the water filter is not covered unless the Supreme Protection option was purchased. [redacted] did not have this option so it would not have been covered under her Agreement. The $200.00 for food spoilage is specifically listed as excluded from coverage under the Appliance Coverage Section of her Agreement, which states: "Excluded: Multi-media center, racks, shelves, interior thermal shells, food spoilage and freezers which are not an integral part of the kitchen refrigerator."
As [redacted] had also canceled her Agreement with HBRWC, we respectfully request the Revdex.com close this case. We thank [redacted] for bringing these matters to our attention as we do take them very seriously.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: HBRWC does select the facts of the case that are most convenient to prove the contract obligations have been fulfilled, without admitting the real reason I had to use an out of network contract was the lack of response of the in network contractors. We have reached a point where my notes and word are invalidated by the customer service representative dishonest notes.  Consequently, unless I receive additional reimbursement,  I am going to explore next steps, and reach out to the media to educate the public on the way the 2-10 customer service operates, the incentives they have to make notes that disregard the truth and favor the company, the fact that there is no actual timeline on when a repair/replacement needs to be completed and the company can string its customer along for as long as it takes to find the least expensive solution. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
We would refer Mr. [redacted] to our previous response in which we indicated the guidelines for using a contactor out of our network were emailed to him. It makes it very clear how a homeowner is reimbursed. We regret that we will not be offering any further compensation. The rebuttal provides no additional information to overturn our decision. 2-10 HBW has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted]. Thank you for the opportunity to review further.   The independent contractor, Proficient Air Systems was authorized to use super seal. Adding super seal is a proper acceptable repair for small leaks. Concerning Proficient Air and scheduling times. HBRWC has no control over a scheduled appointment between a contractor and a customer. There are times when a contractor can run behind at other jobsites, or if the weather is not cooperating that would cause delays. The contractor may cancel the appointment for a later date. We do expect the contractor to schedule within a reasonable time frame and keep their scheduled appointment. HBRWC does apologize if it does appear that we are stalling but that is not our intension.   Proficient Air called in to report that he added the super seal and the system continued to leak. An indication the holes were larger than first thought. The contractor was authorized to replace the entire air conditioner and the equipment has been ordered. A representative called the customer, and spoke to David Puthoff to explain that there are some out of pocket costs that the warranty is not responsible for. David Puthoff accepted these charges. These out of pocket costs go directly to the contractor. We request at this time that [redacted] work directly with the contractor to schedule an installation time once the equipment arrives.   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 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 [redacted] replaced the water heater on December 7, 2017.
 
If Mrs. [redacted] is worried about her family's well-being, we suggest she turn the water heater off as to not release any further monoxide into the atmosphere. Per the Agreement under the Plumbing exclusion section, flue venting is specifically excluded from coverage; “EXCLUDED: flue venting”. Even though we are not responsible for an independent contractor’s workmanship, in instances like this, we will promptly do everything possible to expedite the repair with [redacted]. The 2-10 HBW Contractor Relations Manager for [redacted] has been alerted and has spoken to them. [redacted] is willing to go back to the home and if given the opportunity, they will warranty their work. A representative has called Mrs. [redacted] and received her voice mail advising of this. If Mrs. [redacted] has not heard from [redacted] or missed their phone call, we encourage her to call them at 757-408-8045.
 
To be clear, all of the contractors that are utilized by 2-10 HBW are independently owned and operated and each hold their own insurance and licensing, as required by local law. They are not employees of 2-10 HBW. We contract with these companies in order to service eligible claims, but we are each separate operating companies. Circumstances such as this, is the reason we make sure all of the independent contractors we contract with on pricing, are licensed and insured.
 
2-10 HBW cannot guarantee payment for the repair of the flue venting. If Mrs. [redacted] has her venting repaired by a different contractor, her dispute for reimbursement would be with [redacted] and not 2-10 HBW.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:The main issue is almost 2 months waiting to get fixed mi refrigerator and this is far away from anyone Es pectations.At this time time the refrigerator is not working any more since Sunday.With the response from 2-10 now they are telling that this is not covered, because this was produced by a storm. Again, two months  to get this kind of answer. This is something that they should said from the beginning.All of these are a few examples of what bad service is. Customers do not want 2 months for resolving issues, because we are paying month by month the warranty. First. 2-10 is responsible from the contractors and the first one that response to the service did not finished the work and get paid. Second. 2-10 asignate [redacted] as contractor for the repair and did not include the inspection at the range hood vent. This is something 2-10 did with the new service and it is at the call. I specially said to the operator not to forget about the range hood vent I confirmed that was included in the service. I appreciate that 2-10 gave instructions not to get charge fort he second inspection. Third. 2-10 is responsible for the whole service  and at this time they have not fixed it. I think that throw Revdex.com we can help business to improve the quality of their services and all involved get beneficiated. Happy customers, Excelent Service providers and Revdex.com in the middle helping all the parts involved. Please, let me know if all we can make this to work.Sincerely [redacted]. [redacted]     
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 June 13, 2017, [redacted] reported her air conditioner is not cooling. On June 21, 2017, the independent contractor, [redacted] was dispatched to the property and reported the evaporator coil is leaking refrigerant. [redacted] was authorized to replace the coil. The coil was ordered with an ETA of July 5, 2017 due to the holiday. On July 7, 2017, [redacted] was left a voice message as to the status. The representative refunded [redacted] her $75 service fee. On July 11, 2017, the representative followed up with [redacted] as to what the delay is. She was told the coil that was ordered was too wide and too tall. [redacted] was to call back with the specific specifications. Shortly afterward, [redacted] called in the correct spec’s. The coil they needed could only be a ship to the contractors shop order. In order to prevent further delay, [redacted] was authorized to supply the coil. The representative confirmed the coil was installed on July 12, 2017.
 
HBRWC takes pride as a Warranty company. HBRWC was established in 1980 and have covered over 5.5 million new and pre-owned homes. HBRWC apologizes in advance if a representative in the escalations division did not respond to [redacted]. We strive to provide superior home warranty protection and customer service. We will have her concerns reviewed and addressed internally. In [redacted]’s desired settlement, in additions to the reimbursement of her service fee, she is requesting a full refund of the yearly premium if the coil was not installed on July 11, 2017. We regret that we would not be able to refund the full amount of her Agreement. The only way an Agreement is refunded is through cancellation of the Agreement as stated in section H of the Terms & 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 11877489 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.
 
First I would like to mention that the service fee goes to the independent contractor’s diagnostic time and is not transferred to HBRWC. Per the Agreement on page 3 under Who pays what? “You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call. A service call means each visit by a service contractor for a single service (plumbing, electrical, appliances, heating and air conditioning and pools/spas). The service fee is due when the service contractor arrives at the home.” This service fee is due regardless of the outcome of the claim.
 
Mr. [redacted] is referring to a plumbing claim and an electrical wiring claim. On the plumbing claim, Mr. [redacted] reported online: “Leak below kitchen sink, Leaking valves, Leaking handle on kitchen sink and broken kitchen sink sprayer. Need to replace faucet setup.” An email is automatically generated and emailed to Mr. [redacted]: “Customer (HOP/[redacted]) accepted the following Terms and Conditions prior to filing claim: I have reviewed my warranty's terms and conditions for what is and what is not eligible for coverage. I understand that if a contractor is dispatched to my home on a claim that is determined not to be covered by the warranty, I will still be responsible for the service fee.” The only time Faucet coverage is available is when the Supreme Protection option is purchased. Mr. [redacted] did not Purchase this option and the claim was denied. As discussed, the service fee is still due.
 
On the electrical claim, Mr. [redacted] called in this claim and reported “electrical industrial wiring has some power 240amps but at the electrical outlet its only receiving 20amp its looks like the connection is fried.” The independent contractor was dispatched and reported the leg of the service panel is burnt up, these are extra legs that were added to the home to supply a separate building in the back yard. The contractor stated this was improperly installed. The claim was denied based on the Agreement in the Terms & Conditions; B-11 “Costs to repair failures due to improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner’s expense. Correction of improper installations or correction of mismatched equipment will be at homeowner’s expense, except as part of Supreme Protection when necessary to effect an eligible repair.” Again, Mr. [redacted] did not purchase the Supreme Protection.
 
As a gesture of goodwill, HBRWC has determined that we will reimburse one of the $100 service fees to Mr. [redacted]. It will take approximately 10 to 15 business days to receive the check. We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.
 
Sincerely,
Office of the 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 19, 2017, [redacted] reported online his ac is not cooling. The independent contractor, [redacted] was dispatched to the property to evaluate the ac further. There were numerous attempts to get the diagnosis from [redacted]. On July 6, 2017, a representative was able to acquire the diagnostics. [redacted] found the ac is leaking refrigerant at the evaporator coil. They were authorized to replace the evaporator coil.
 
We do apologize for any inconvenience and delays caused by [redacted]. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. When there is a heat wave in the area, the independent network contractor’s will experience a high volume of calls and do not always respond in the time allotted. As explained in the Terms & Conditions; B-9 “We are not liable for failure to provide timely service due to conditions beyond our control;
including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” [redacted] has been sent to our contractor relations department as they did not respond, did not provide us or the customer with updates in a timely manner.
 
HBRWC is committed to providing superior home warranty protection and customer service.  [redacted] concerns enables us to make corrections and continue to improve our service. We value his business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation