2-10 Home Buyers Warranty

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

respond.
 
Coverage is determined only after a contractors complete diagnostics is received and not before. Our records indicate on July 22, 2017, [redacted] reported her entire house is backing up. [redacted]’ contractor reported “the cap is stuck in the sewer line. The pipe is not broken. The sewer line is deep, and has to be dug out, got in there to replace piping to remove cap stuck in line.”
 
Ms. [redacted]’s is looking for a better explanation as to why her claim is not eligible for coverage. If [redacted] would please refer to her Agreement under the Plumbing section. “INCLUDED: Water, drain, waste or vent pipe leaks or breaks”. This means we only offer coverage for leaks and breaks in the pipe. The sewer pipe was not leaking and the pipe was not broken and therefore the sewer pipe is not eligible for coverage.
 
In addition, also under the Plumbing section “INCLUDED: Drain line stoppages that can be cleared with a standard sewer cable”. The cap was the cause of the stoppage and it could not be cleared/removed with a standard sewer cable. Since the cable could not remove the stoppage, the removal of the stoppage/cap is not eligible for coverage.
 
Another words, HBRWC will not offer coverage to replace/repair pipes that are not leaking and we will not offer coverage to replace, cut or open pipes due to restrictions.
 
We apologize in advance to [redacted], for her customer service experience. This matter is being investigated internally. 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 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 went into effect August 11, 2015 and applicable claim....

Thank you for the opportunity to review and respond.
 
Our records indicate on October 19, 2015, [redacted] reported the toilet won’t flush and there is a strange smell from the shower. Independent service contractor, [redacted] was sent the dispatch. A representative spoke with [redacted] on October 19, 2015 to discuss issues that could and could not be covered. It is also noted by the representative reported she decided to look for her own plumber. There are times when we are not able to locate a contractor in certain areas or a contractor cannot service in a timely manner. We would refer [redacted] to 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.” This is not false advertising. She also had the repairs done without our prior authorization.
 
After receiving this notice, a supervisor was assigned to this case. The supervisor contacted [redacted] and requested the invoice showing the scope of work that was done for review. The invoice was received and states: "Repaired basement plumbing so the shower drain does not back up when the toilet is flushed. Broke up basement floor to access drainage. Added a 2" plumbing vent through limestone basement wall to the outside of the house to vent the toilet.". This is not eligible for coverage due to improper design of the plumbing drain line per the Agreement under the Terms & Conditons; B-11 “Costs to repair failures due to improper design, improper previous repair, will be at homeowner’s expense.” In addition, the vent was missing and we are not responsible for adding it. B-8 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): missing parts”. The supervisor has left a message with [redacted] as to our coverage decision and to call him back directly with any questions.
 
In regards to a refund of the Agreement. This claim was placed on October 19, 2015, the Agreement has expired on August 11, 2016. If [redacted] had wished to of canceled the Agreement when she was not pleased with the service in October. She should have canceled the Agreement at that time. Then the Agreement would have been canceled per the Terms & Conditions F-4 “If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s)”. We regret we will not be refunding the Agreement. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  We respectfully request the Revdex.com consider this matter closed as his Agreement is now expired.
 
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]’ Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
[redacted] is working with a representative in the escalations division. [redacted] did get her own contractor to diagnose the system. Her contractor found there is an intermittent electrical issue where the technician cannot recreate the short. The representative advised [redacted] that when the system shorts out again to contact her contractor immediately. [redacted] will email the contractors invoice to the representative directly for full reimbursement.
 
Concerning the unprofessional phone call [redacted] had with a representative. We can assure [redacted], our coaching and development team trains our employees to provide fast, friendly and reliable service. We take her concerns against the representative and her co-workers seriously and can assure her that it is not acceptable for anyone to be discourteous. This matter will be investigated internally so we may make corrections and continue to improve our service.
 
A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. The first contractors contract, lists geo-thermal system as a system they work on. They have been sent to contractor relations to confirm this.
 
HBRWC apologize to [redacted] for the experience she has had concerning this claim. We work very hard to prevent situations like this. In [redacted] desired settlement, she is requesting her service fee be refunded. This has been done. It will take approximately 10 to 14 business days to receive the check.
 
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 7, 2017, [redacted] reported her air conditioner is not blowing cold air. At the time of the requested service, all of our network contractors were booked 3 days out. [redacted] requested sooner service. The representative offered [redacted] to locate her own out-of-network service contactor as 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". The guidelines for using a contractor out of our network were emailed to [redacted]. Her contractor reported the compressor has failed and the condenser coil leaks. The contractors cost to repair was quite a bit higher than a network contractors guide price. As stated in the out of network guidelines, HBRWC’s responsibility is to only pay what we would pay a network contractor. Since [redacted] would be out of pocket for the overage, it was decided to get an independent network contractor to service. The independent contractor, [redacted] was dispatched and reported the compressor has failed and a small leak in the evaporator coil. He recommends super seal for the evaporator coil and a new compressor. Crispy was authorized and the compressor was ordered. Crispy has reported the repairs were complete on July 3, 2017.
 
When there is a heat wave in the area, the independent network contractor’s experience an unusually high volume of calls and do not always respond or complete the work in the time allotted. We do apologize for this inconvenience. As explained in 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.”
 
In [redacted]’s desired settlement, she is concerned that the repair will not work. Adding super seal to a system is a technique that many contractors use to repair a leak permanently. This is a proper acceptable repair. We will not replace an entire system when only one component needs to be replaced. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible. This type of repair is customary and reliable, and we will guarantee the work for the full term of the Agreement. If [redacted] is still having the same issue with her air conditioner, we encourage her to notify us. The service fee would be waived if the same issue occurs within the Agreement period.
 
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 July 19, 2017, [redacted] reported his air conditioner is not cooling. The independent contractor, [redacted] was dispatched and reported the thermal expansion valve (“TXV”) has failed. Advanced did not have the brand, model or serial number to order the part and was to get back to us. There was numerous attempts to get a hold of the contractor. On August 21, 2017, we did acquire the needed information and the [redacted] TXV was ordered with an ETA of 8/24/17. [redacted] advised us it was ready for Advanced it was ready for pickup. Advanced advised it was not ready for pickup. [redacted] changed the ETA to 8/30/17 and again a representative contacted [redacted], and was advised it is ready for pickup. On September 6, 2017, there were several calls from [redacted] on status. Neither he nor 2-10 HBW could get a hold of Advanced.
 
It was decided to dispatch another contractor, [redacted] was dispatched and on September 26, 2017 reported the TXV is restricted. The part was ordered and shipped to [redacted]’s shop. On October 2, 2017, [redacted] contacted 2-10 HBW and advised us that they have 2 shipping address’s. [redacted] request we reorder the TXV to go to the other address. A representative from the contractor relations department explained to the contractor, that we ship to the address we have on file and we were not aware of this other address. Replacing the TXV did not correct the problem and [redacted] requested we dispatch a different contractor.
 
The independent contractor, [redacted]. The technician reported the compressor valves are going out and not pumping as they should and the evaporator coil is restricted. The information has been sent to our parts research to locate the parts and determine the next course of action. This claim has been assigned to a representative until the claims completion. The representative has contacted [redacted] and advised her of this.
 
We acknowledge that there were opportunities to provide [redacted] better service and some of these delays could have been avoided. We do depend on our contractors to provide the most specific details when placing orders, including brand, model, and serial number and as in [redacted]’s case, a different shipping address. All of the contractors that are utilized by 2-10 HBW are all independent contractors and operated and not employees of 2-10 HBW. We had no control over Advanced when they dropped the claim by being non responsive. We do not have control over the distributors that supply parts. This is stated in the Agreement in 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.”
 
We do apologize for any inconvenience and/or delays caused by any employees or contractors assisting with [redacted]’s service. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short. We will have [redacted]’s concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
 
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) that became effective on October 27, 2016 and expired on October 27,...

2017 and applicable claim. Thank you for the opportunity to review and respond.
 
Our records indicates the independent contractor replaced the air handler on August 4, 2017. Ms. [redacted]’s Agreement expired on October 27, 2017 and she decided not to renew her Agreement. If Ms. [redacted] would have renewed her Agreement, this would have been addressed. Ms. [redacted] should be aware that the [redacted] air handler that was replaced is under Manufacturer’s Warranty. We recommend she call [redacted] if her contractor will not work with her for equipment under Manufacturer’s Warranty.
 
We regret we cannot be of further assistance in this regard as Ms. [redacted]’s Agreement has expired and she did not renew. HBRWC has fulfilled their obligations as specified in 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 [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 27, 2017, [redacted] reported online, no air flow from the vents and not cooling the top floor at all. The independent contractor, [redacted] was dispatched to the property. On June 29, [redacted] called in and advised nothing has happened with the repair of her air conditioner. It was explained [redacted] had not called in their diagnostics. HBRWC does depend on our contractors to complete repairs. The network contractors have authority to do repairs when the repair is under a specified dollar limit without having to call in a diagnosis. As soon as [redacted] put HBRWC on alert that nothing has been done, there were several attempts to contact the contractor without a response or the office manager assured us they would call back. By July 5, 2017, it was apparent [redacted] was delaying the claim. The contractors was sent to our contractor relations department to investigate and address the contractor. The independent contractor, Herb Refrigeration was dispatched and [redacted] also got a diagnostics from a contractor out of our network. Her contractor was authorized to repair the air conditioner.
 
We do apologize for any inconvenience and delays caused by [redacted] and the amount of times she had to call in for a status update. We value her business and we look forward to serving her future warranty needs.
 
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 persuant to the amount I requested. 
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 there is no air flow through the vents. The independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner further. There were numerous attempts to get the diagnostics from [redacted] without a response. On June 29, 2017, [redacted] reported the system is low on refrigerant, the condensing coil is leaking. They recommended replacing the entire system. They could not justify why the evaporator coil also needed to be replaced. [redacted] was to call back with this information. [redacted] never responded even after numerous attempts. [redacted] also requested to use a contractor out of our network but his contractors cost were extreme based on our network guidelines. Stout was sent to our contractor relations department to address the contractor unnecessary delays. On July 13, 2017, the independent contractor A.R.P was dispatched and reported both the indoor evaporator coil and the condensing coil were leaking. With this information, HBRWC, authorized A.R.P to replace [redacted]’s entire air conditioning system with a 14 seer R410a system. It is been confirmed the equipment is ready for pickup. It is now between A.R.P and [redacted] to schedule for an installation time.
 
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 throughout in an area, the independent network contractor’s experience an unusually high volume of calls, they can be booked or they 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.”
 
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 rebuttal submitted by [redacted]. Thank you for the opportunity to review further.   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. If the independent contractor replaced the condenser, this was without our knowledge or direction.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

2-10 HBW honors our veterans and thanks Mr. [redacted] for his service to our Country.  2-10 HBW is committed to providing superior home warranty protection and customer service.
 
In this case, the consumer filed a claim relating to a malfunctioning air conditioner under the One-Year...

Workmanship Warranty provided by 2-10 HBW.  We are always willing to assist our customers to address any and all warrantable repairs, but unfortunately, in this case 2-10 HBW determined the claim was not covered by the 2-10 HBW warranty because the unit is covered under a separate manufacturer’s warranty.  The manufacturer’s authorized service representative performed a service call, made some minor repairs and certified the unit was functioning properly.
 
The builder and manufacturer representative indicate the air conditioner is not undersized.  Therefore the consumer’s claim for replacement of the air conditioner is disputed.  The warranty provides for arbitration to resolve this dispute.  We have provided the consumer with information to initiate the arbitration process. The decision of the arbitrator will be binding upon all parties.
 
Sincerely,
Home Buyers Warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11089376, and find that this resolution is satisfactory to me.  The microwave has been installed in a satisfactory manner, and I have no further issues with them regarding this.
Sincerely,
[redacted]

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.
 
In order to put this matter to rest, HBRWC will reimburse the cost [redacted]’s paid to his contractor less the recovery charge of 9 lbs. of the R410a refrigerant in the amount of $390. Per the Agreement under Air Conditioning and Heat Pump; “SUPREME (Optional Coverage, If Purchased) Refrigerant Recovery”. The Supreme Protection was not purchased and the system was not low of refrigerant.
The invoiced amount of $1,335 less the $390 recovery = $975 being reimbursed to [redacted] as a full and final settlement. $388 has already been issued. [redacted] can expect an additional check in the amount of $587.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under Complaint ID 11032772 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. We sincerely apologize for the delay that Mr. [redacted] experienced due to the lack of contractor availability in his area.  HBRWC strives to provide fast, reliable service and anything less is unacceptable.  We will have this evaluated internally so we may locate more contractors who can work on Appliances in the Kyle area.  While we did make multiple attempts to locate a contractor other than Sears, Roebuck & Company who could offer service, we were not successful.  HBRWC did offer Mrs. [redacted] the option of locating her own service contractor as an alternative. This offer was made pursuant to section A-1 of the 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.” In his response Mr. [redacted] advised that Sears was scheduled to go to the property on December 31, 2015. At that time the technician determined the control panel needed replacement.  The contractor was authorized for repairs and parts were ordered.  On January 12, 2015 the contractor returned to the home and completed repairs. We again apologize for any frustration that Mr. [redacted] may have experienced.  We would like to thank Mr. [redacted] for his feedback since we do take these concerns very seriously.  We look forward to serving any future warranty needs that he may have. Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here...

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11097844 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on January 4, 2016, Mr. [redacted] reported his light fixture in the kitchen will not function. The independent service contractor, Glass Electrical Services Inc. was dispatched to the property to evaluate the claim further. On January 22, 2016, Glass Electric found the Ballast of the light fixture had shorted out. He was authorized to replace the Ballast in the light fixture. The light is now working as it should. We acknowledge that Mr. [redacted] would like to have the light fixture replaced, have a protective cover put over the fixture or put protective plastic tubes over the florescent bulbs since he feels this is a safety hazard and a code violation. If Mr. [redacted] would please reference his 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) missing parts”. This would not be a code issue. The light fixture at the time of installment would have been up to code. This was a repair of that light fixture and not a replacement. New code violation rules do not apply for items that were installed before the rules were made (grandfather clause). The code violation rules would only apply if the light fixture would have to be replaced and needed to meet the new code requirements. A representative of this department spoke to Mr. [redacted] concerning the code and the safety hazard. He expressed his dissatisfaction due to the safety hazard would not be addressed by Glass Electric. He was upset the light was not replaced and with the technician because he would not add the protective plastic tubes over the bulbs or locate a cover. It was explained to Mr. [redacted] that this is a Limited Service Agreement and we could not possibly cover everything within the home. As a gesture of goodwill and not an admission of liability, HBRWC has reimbursed Mr. Stumps service fee. He accepted and said he may put it toward a new light fixture. HBRWC would again like to apologize for any inconvenience Mr. [redacted] may have experienced.  We would like to thank Mr. [redacted] for bringing his concerns to our attention as we do take these matters seriously.  We look forward to serving his future warranty needs. 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 11427069, and find that this resolution is satisfactory to me, pending the receipt of the agreed upon amount. The amount agreed upon by both parties is approximately one-half of the expense incurred by me which I consider a fair settlement, considering all circumstances. 
Sincerely,
[redacted]

We understand and are empathetic to Ms. [redacted]' situation.We make attempts to expedite service in cases of emergency and we apologize that did not happen.  When the company was notified of her child's Eczema it was almost 20 days into the claim and we worked quickly to determine next steps.  This is a key reason we picked up her out of pocket expense; cost not normally covered under the service agreement.   Thank you

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

respond.
 
Our records indicate on February 18, Mr. [redacted] reported he had his system replaced by an out of network contractor.
Mr. [redacted] spoke to a representative that explained he did not get prior approval before work was done and therefore the claim is not eligible for coverage. There is no reimbursement being offered for the HVAC replacement which were completed with no prior approval as specified in bold, on Page 3 of the Agreement, under “Who pays what?”; “2-10 HBW will pay or reimburse you for costs that have been pre-authorized for a covered repair. Service performed without pre-authorization will not be paid.” Also, pursuant to section A.1 of the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor. There are no notes anywhere from Mr. [redacted] speaking with one of our representatives concerning his heat pump prior to this claim being placed on February 18. As such, we regret that we cannot be of further assistance in this regard. 2-10 HBW has honored 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 January 10, 2017, [redacted] reported his dishwasher was leaking. The independent contractor, [redacted] was contacted and said they will accept the dispatch. On January 17, 2017, [redacted] called because he had not heard from the contractor. The representative contacted the contractor and confirmed there was an appointment set for that afternoon. [redacted] was updated with the contractor’s phone number. HBRWC had assumed the work was complete. On February 13, 2017, [redacted] called back concerning a busted hose in his dishwasher. He stated he had never made contact with the contractor. The representative contacted the contractor and assured us they will call [redacted] to set up an appointment with him. On February 15, 2017, the contractor was contacted. He stated he has the part to complete the repairs He apologized for the delay as he has been under the weather (sick) and wasn’t able to service the past week. The contractor did not relay this information to [redacted]. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. The contractor was sent to our contractor relations department to address the delay he has caused and his lack of communication. There are some issues that are out of HBRWC’s 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.” This means HBRWC is not responsible for an independent contractors actions. However in instances like this, we will promptly do everything possible to expedite the service/repair with the same contractor or locate another contractor.
 
A representative of this department called the [redacted] residence and it has been confirmed the repairs were completed on February 22, 2017.
 
HBRWC would like to apologize for any inconvenience [redacted] had experienced due to the delay of this claim. Concerning his experience with our customer service personnel being rude. This will be investigated internally. We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously. We strive to provide fast, reliable and positive experience to all our customers so we may make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11254048 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on March 21, 2016, [redacted] reported a pipe leak. The independent service contractor, Delmolino Plumbing Inc. (“Delmolino”) was dispatched to the property to evaluate the leak further. On March 24, 2016, Delmolino reported the shower riser (supply pipe that connects to the shower head) seems to be leaking. The supply pipe is behind the shower wall and the technician needs to make access to make sure this is where it is leaking. The technician stated in order to make access, He may need to thorough the tile but he thinks he may be able to just remove a couple of cabinets to do it. Mr. [redacted] was advised that to make access through the tile is not eligible for coverage per the Terms & Agreement, 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, mud and/or sand.” This means that we are not responsible for the removal and installation of the tile. Once the tile is removed and the bare wall behind the tile is visible, we will open the wall and restore only the wall to a rough finish on an eligible repair. In addition, if the technician would need to move the cabinetry in order to make the plumbing repair. This is not covered by the Agreement as noted in the Terms & Conditions under section B-15 “You are responsible for additional charges to remove or install non-related equipment in order to make repairs.” Delmolino reported he would like to try to remove the cabinets first but if he is unable to, he will have to remove the tile. Delmolino has been approved to repair the leak once the access has been made. It is between Delmolino and Mr. [redacted] to decide the best option to make the access. There were 2 calls placed to Mr. [redacted] to give a better explanation as to why the removal of tile and cabinets are out of pocket expenses. A voice mail was received both times and a message was left both times. 2-10 HBW would again 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 look forward to serving his future warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation