2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted]. 
 
We would refer [redacted] to our previous response in which we indicated a representative of this department called [redacted] to clarify the diagnostics. “The crack is in the seam of the tub”. Tubs are not eligible for coverage unless the Supreme Protection option is purchased. [redacted] did not purchase this option. We welcome the Revdex.com to contact the contractor to confirm their findings. Attached is also page 1 and page 4 of the Agreement to show what additional items the Supreme Protection option picks up if purchased.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I spoke with your support team for several hours, requesting an invoice from your contractors. I also indicated that the buyout amount would not be a full and final settlement.  As of today, I have not deposited your check. Your contractors indicated that one fraction of the work would cost over $1,700.  The buyout you propose is offensive.  I had to spend over $8,000 to have the work done, which was a competitive price at cost.  I am not satisfied with your response or your proposals.  It is disheartening to think that you offer protection, when, in fact, you clearly are only out to take advantage of homeowners.  I had purchased the warranty assuming it would be in my best interest to have a company I could rely upon to keep my home running.  The opposite has become true.  You not only did not help in a very difficult situation, you made it significantly worse.  I am out a great deal of time, money, not only from having to replace this on my own, but from WAITING over three weeks for you to do your job and having to find hotels during that time frame, and a great deal of aggravation. 
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 in April, 2016, independent contractor [redacted] found the system low on refrigerant, did a leak search, found no leak and recharged the system. They were called back to the home in May and found a blown capacitor. In August, [redacted] reported her air conditioner is not blowing cold air again. A different independent contractor, [redacted] was dispatched and reported the system was low on Freon, added leak seal and recharged the system. [redacted] was recalled back to the home and did a leak search and found the evaporator coil leaking. They have reported that the coil has been installed.
 
We are understanding of [redacted]’s situation and would like to speak with her further on her experience. A supervisor has been assigned to this case and has left several messages. His last attempt was on September 13, 2016. The phone just rang then disconnect. The supervisor has this on his calendar to try again.
 
HBRWC apologizes to [redacted] for the experience she has had concerning the delay to his 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. 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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on February 2, 2017, Ms. [redacted] reported her refrigerator was leaking. On February 8, the independent contractor, [redacted]'s Home Services reported the capacitor shorted and they were authorized to replace the capacitor. On February 22, Ms. [redacted] advised she was still having an issue with the refrigerator and a possible recall visit was set up for [redacted]’s to revisit the home. On March 3, [redacted]’s reported there were no failures found with the refrigerator. The representative noted she called Ms. [redacted] but there was no answer and no voice mail.
 
On March 14, Ms. [redacted] called in and it was explained that the contractor found no mechanical failures. Ms. [redacted] disputed this. Later that afternoon, [redacted]’s called in and advised the compressor is not running to capacity even with a starting device added. The contractor felt weary about replacing a compressor on an ** refrigerator. The compressor issue was new information for HBRWC. [redacted]’s was sent to our contractor relations department to address this unnecessary delay. Per the Terms & Agreement; B-9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.” However, HBRWC will do everything possible to expedite service/repairs.
 
The representative promptly dispatched the independent contractor, [redacted] but they were not able to service for 2-4 days. The representative offered the option of waiting for [redacted] or take a repair cash out option of the compressor. Ms. [redacted] found the cash out amount unacceptable and would like a contractor to install the compressor. [redacted] accepted the dispatch and on March 17 reported the compressor needed to be replaced due to it shuts down. [redacted] was authorized to replace the compressor. [redacted] supplies all of their own parts. On March 21, a representative of this department called [redacted] as to the status of the order and when repairs will be made. The [redacted] representative stated there was no ETA on the parts so she could not confirm installation. The representative called Ms. [redacted] and offered a comparable replacement refrigerator or the equivalent buyout. Ms. [redacted] accepted the replacement buyout.
 
We would like to apologize for any inconvenience Ms. [redacted] has experienced due to the length of her refrigerator claim.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/19) */
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 Mrs. [redacted] Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that Ms. [redacted] placed a claim with HBRWC for a water heater on Friday, August 21st stating that the water heater was not producing hot water. The claim was dispatched to the independent service contractor Total Plumbing. Later that day, Ms. Wiley contacted HBRWC again and requested we cancel with Total Plumbing, since their next availability was the following Wednesday.
As the customer service representative indicated to Mrs. [redacted] this claim was not considered an emergency and HBRWC did not offer after hours services. Page 2 of Mrs. [redacted] Agreement states, "An emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety." Per the report that Mrs. [redacted] provided regarding the water heater failure, none of these conditions applied.
HBRWC did have two alternative contractors within our preferred service network that could have been dispatched. However, Mrs. [redacted] requested to use her own service provider. At that time she was advised of the terms and conditions outlined in section A of her Agreement, including the fact that any reimbursement would be based on what we typically pay one of our in-network contractors, an amount that is usually less than retail. Specifically, section A-2a states, "If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the "DOLLAR LIMIT" reduced by the service fee paid to the service contractor by you."
We apologize if Mrs. [redacted] felt that there was any confusion or misinformation in regards to this claim. At the same time, we regret we cannot offer to reimburse her full cost for the replacement of her water heater. The $508 amount fulfills HBRWC's obligations for coverage as stated in the Agreement. Mrs. [redacted] was notified of this offer up front at the time her out of network service provider contacted our company with the diagnosis and price quote. As such, she was aware of what the dollar amount offer was when she had Sunshine Plumbing proceed with the replacement.
While we are not able to be of further assistance with this matter, we none-the-less appreciate Mrs. [redacted] bringing her concerns to our attention. We have attached a copy of her Agreement to this response, per her statement she has not received this information. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was an emergency as I had no water bc there was rust in my water; which is a health and safety concern. Also, they did not offer after hours because the customer service rep, Jeffery, they would not authorize after hours, but never stated a reason why. The first company 2-10 sent out Superior Services did not contact me till 2:30 & therefore, I called 2-10 back and they sent me to Total Plumbing. Total plumbing was willing to come out to my house that Friday afternoon, but since 2-10 would not authorize after hours and it was now 3:30 pm on a Friday afternoon and 2-10 would not authorize after hours, I had no choice but to go to my own plumbing company. Who in their right mind will wait 6 days for a hot water heater to be fixed and have rust in their water; which is not drinkable and nor sanitary! I was NEVER informed of any type of agreements, like they are stating above, not once did they mention anything! I was told by Jeffery to 1) have tech call and get a pre authorization so we can get reimbursed, 2) I pay up front and get reimbursed, 3) I pay $100 deductible which I agreed too, 4) Must be a licensed contractor. I followed all steps that was told to me by Jeffery and I am now seeking reimbursement. I was never told to send in my invoice either, I found out I needed to email my invoice when I called in on September 17 and asked about my refund status., not one person has ever mentioned this to me, till that day! I am stilll seeking a full reimbursement!
Final Consumer Response /* (4200, 9, 2015/10/08) */
On October 6, I receive a letter stating that I am not going to be reimbursed at all! I would like for 2-10 to follow through; at least with what they originally told me of reimbursing me the $500. I honestly believe they denied me because I turned them into the Revdex.com; although they state it's because " it was found that the failure/or repair is not covered per the terms and conditions". What? It was my whole hot water heater and it was originally covered, so why is it all of a sudden not covered? Sounds fishy to me! Yes, I would 2-10 to stand by what they told me and at least reimburse me the $. Please and thank you; although I feel they should at least go in half with me, but at least follow through with what Lisa told me on the phone on Saturday, August 22, 2015.
Final Business Response /* (4000, 11, 2015/10/16) */
The Office of the President at [redacted] ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted] Thank you for the opportunity to review further.
HBRWC does not base any of our coverage decisions on complaints that a customer may submit to an outside source such as the Revdex.com. Rather, decisions are made based upon the terms and conditions of the Service Agreement. Ms. [redacted] was offered a total of $508 per what is stated in section A-2a of the Agreement. HBRWC intends to honor this offer, and we have no record that shows it has been rescinded.
As HBRWC representatives have previously advised Ms. [redacted] HBRWC does require that Ms. Wiley submit a copy of her invoice in order for the check to be processed and mailed. To date, we have not received that invoice. Ms. [redacted] may submit that via email to [redacted]@2-10.com or via fax to [redacted] Currently her claim is approved but in a pending status as we await receipt of the invoice. Ms. [redacted] authorization code for the $508 is XXXX-XXXX-XXXX and will be processed under work order XXXXXXX.
We agree that Ms. [redacted] was given the four procedures listed. However, she was also given a fifth procedure in which she was advised that we would offer reimbursement based on what HBRWC would pay a preferred service vendor within our network of contractors. We would also reiterate that section A-2a of her Agreement explains this restriction. We will not pay her retail costs for the replacement of her water heater.
Sincerely,
[redacted]
Office of the President
[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.
 I am still waiting to be refunded the money from quality but I was also upset at 2-10 customer service rep that canceled my initial order causing there to be a delay (a one week delay) in having tech come out
Sincerely,
Misty [redacted]

Initial Business Response /* (1000, 6, 2015/11/25) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number 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.
As a gesture of goodwill, HBRWC agrees to Mr. [redacted]'s request for reimbursement of $220 for the replacement of his sump pump. Our records indicate that Mr. [redacted] first placed his claim the evening of November 4, 2015 through our website. The next day, an independent service contractor [redacted] & [redacted] left a message for Mr. [redacted] attempting to schedule a time for repairs. This was within the timeframes set forth on page three of his Agreement when it states, "A service contractor will schedule a time during normal business hours to diagnose and repair your covered item."
With this said, there are circumstances that HBRWC defines are emergencies. Page three of Mr. [redacted]'s Agreement continues by advising that, "In cases of emergency, we will expedite service and attempt to initiate service within 24 hours. An emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety."
For this reason, HBRWC would recommend in the future that Mr. [redacted] consider calling our company at 800.775.4736 if he feels that he requires sooner service. HBRWC has customer service representatives available 24/7, and this can help alert us more quickly so we can immediately being to search for a contractor who can service after hours.
As an alternative, Mr. [redacted] may have his contractor call that number with a report and price quote for afterhours approval. HBRWC would note that we may not offer full reimbursement if he elects this option. Section A-2a of the Agreement states that when HBRWC offers reimbursement it will be based off the average cost that is paid to an in-network service vendor for similar repairs, . In the case of his sump pump,
We would note that while we are agreeing to offer coverage to Mr. [redacted], the customer service representatives he spoke with were correct when stating that repairs made without our prior approval are not eligible for coverage. This is stated in section A-1 and also page 3 of the Agreement: "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."
In order to receive reimbursement, we request that Mr. [redacted] submit his receipt to [redacted]@2-10.com or via fax to [redacted] Upon receipt of the invoice we will process the reimbursement check which Mr. [redacted] will receive within 7-14 business days.
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.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Accepted

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

to review and respond.
 
Our records indicate on January 7, 2017, Mr. and Mrs. [redacted] reported online the furnace was blowing cold air. On January 9, 2017, the independent contractor reported the heat exchanger was cracked. The furnace information was sent to the parts inquiry department. On January 10, 2017, it was found the heat exchanger was no longer available and it was decided to replace the furnace. There are $850 in out of pocket costs that the Agreement does not cover. They were explained to Mr. and Mrs. [redacted]. They accepted the charges and the furnace was ordered. On January 11, [redacted] was contacted and it was relayed the furnaces was shipped on this morning and will arrive before the COB. On January 12, the furnace still had not arrived. [redacted] was contacted, there new delivery date was January 13. They were not sure why the furnace had not been delivered earlier. [redacted] assumed the local supply house was overextended with deliveries. On January 13, 2017, a call was placed to the contractor, the owner said he received a call from [redacted] and the furnace is to arrive today. He has spoken to Mr. [redacted] and has scheduled for install on Tuesday January 17. The contractor has reported the installation of the furnace has been completed on January 17, 2017
 
We apologize for the frustration and inconvenience that Mr. and Mrs. [redacted] has experienced due to the delay of the furnace order. We strive to provide fast and reliable service to all of our customers. However this delay in the contractor obtaining the furnace was beyond our control. If Mr. and Mrs. [redacted] would please reference their Agreement under the Terms and Conditions section B-9, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
 
In addition, Mr. and Mrs. [redacted] is seeking compensation due to the delay. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only, and is not intended to provide for financial restitution. Per B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage.” If Mr. or Mrs. [redacted] would still like to discuss this matter, our claims management phone # is [redacted]
 
We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.  We value their business and we look forward to serving their future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on June 14, 2016, [redacted] reported when the a/c is turned on it instantly blows the fuse. 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 to contact an out-of-network service contactor. [redacted].  She located [redacted]. The technician reported the compressor had shorted out. The contractor was willing to let us supply the compressor. The information was sent to parts inquiry to try to locate the compressor.  Parts found the correct compressor but we still did not have the contractors pricing. A call was left with the contractor to contact us with the pricing. On July 25, 2016, the contractor was called and a voice message left to call in there cost breakdown. On August 2, 2016, an email was received from the contractor with the price breakdown. The claim was authorized and the compressor was ordered.
 
We acknowledge that some of the delays that occurred were preventable and we will have this matter investigated further internally. There should have been more attempts made to her contractor to get the price breakdown. HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” However, we are refunding [redacted] her service fee. She can expect to receive the check within 10 business days.
 
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, 2017, [redacted] reported her upstairs air conditioner will not turn on. On July 14, 2017, the dispatch department located a contractor but they could not service until August 1, 2017. [redacted] called in and she was given the option to wait for the contractor or she could get a contractor out of our network; she decided to wait.  On July 17, 2017, she decided she could not wait and the guidelines for using a contractor out of our network were emailed to her.
 
On July 17, 2017, [redacted]’s contractor reported a failed capacitor and leaks in the evaporator and the compressor fittings. Her contractors total cost to replace was much higher compared to HBRWC’s standards. The representative quoted the network price. [redacted] decided to see if we could locate a network contractor. Another contractor, [redacted] was located and could service on July 22, 2017 or she could wait for the contractor for the first week in August. [redacted] called back stating she has not been able to reach [redacted] and they have not called her and she would like to proceed with her contractor. The representative offered a cash buyout, so she can put the amount toward the cost to repair or replace her system. [redacted] accepted the cash buyout offer.
 
We do regret that on occasion, when temperatures increase significantly in an area, the independent contractor’s experience an unusually high volume of calls and are booked or cannot service in the time allotted. We do apologize for this inconvenience. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Final Consumer Response /* (2000, 7, 2015/08/07) */
The 2-10 customer service called on 8/3 and stated that there were very subtle changes to the Duct work and contractor will refund $158 in few days. Vendor has refunded $158 on Aug 5th on my credit card.

The Office of the [redacted] at [redacted] Corporation is in receipt of the inquiry submitted under Complaint ID [redacted] by [redacted].  We have located Ms. [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 Ms. [redacted] may have experienced during the claim handling process.  Our records indicate that on December 14, 2015 Ms. [redacted] contacted [redacted] attempting to place a claim for her faucet.  Faucets are only eligible for coverage when the [redacted] Option is purchased, an option that was not selected when the new warranty was emailed to [redacted].  Since the coverage was not purchased, it was not possible to place a claim at that time. Upon receipt of the payment for the Agreement, it was confirmed that [redacted] was supposed to be selected for this home, even though it was not listed on the paperwork that [redacted] received.  At that point it was possible to place a faucet claim for Ms. [redacted].  [redacted] did agree to waive Ms. [redacted]’s service fee per his request and this was not paid to [redacted] at the time of service.  On December 20, 2015 Ms. [redacted] placed a claim for her faucet.  On December 21, the independent contractor [redacted] advised that there was no mechanical failure to the faucet, but rather than the handle needed to turned with more force. Our records do show that Ms. [redacted] should have received an automatic message to the email address [redacted].  We will review internally with our IT department to attempt to determine why this did not occur.  We apologize for the inconvenience this caused.[redacted] would like to thank Ms. [redacted] for bringing her concerns to our attention so we may evaluate the matter further.  We look forward to serving her future warranty needs.Sincerely,[redacted]Office of the [redacted] Corporation

The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. (“2-10 HBW”) is in...

receipt of the inquiry submitted under case 75271937 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 December 11, 2015, [redacted] reported there was a pipe leaking. The independent service contractor, Campanella Inc. DBA Petit Plumbing was dispatched to the property and called their findings in the same day. The technician needed to make access through the kitchen ceiling above the sink 1’ X 1’ hole and a 6” X 6” hole, due to the leak was concealed. After making access, he discovered the leak was coming from a hole in a cold supply line. There is a $500 maximum under Plumbing for concealed claims which states on page 5 of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: *Concealed/concrete water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” In addition, under the Terms and Conditions section A. PROVIDING SERVICE, a. “If we elect payment, the amount will equal the lesser of (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” This means the $500 maximum for concealed leak would be lowered by [redacted]’s $100 service fee. Also, in regards to drywall repair that [redacted] was questioning, under the Terms and Conditions B6 “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 if the walls need to be opened up for a covered service, this amount would go toward the claim that it applies to. In this case, the opening up and restoring the drywall to a rough finish would apply to the concealed maximum. The costs to repair without patching the drywall: $150 to make access through the drywall $250 for pipe repair -------- $400 total cost to make access and repair the supply line. Since the repairs of the supply line does not include patching the drywall and there was only $100 remaining on the Agreement’s maximum.  This is not enough money to dispatch a contractor and repair the drywall holes to a rough finish. Therefore a payout check of $100 was paid to [redacted] to put toward the repair of the drywall. A representative of our department had spoken to [redacted] on December 22, 2015 and had resolved this matter. She had received and forwarded an estimate for $350 to restore the drywall holes to a rough finish. As a gesture of goodwill and not an admission of liability, 2-10 HBW has reimbursed [redacted] $250 over the allowable maximum of the Agreement. HBRWC respectfully requests the Revdex.com close this case as we have met and exceeded the terms of [redacted]’s Agreement. Sincerely, [redacted] Office of the President 2-10 Home Buyers Warranty of Virginia Inc.

Complaint: [redacted]
I am rejecting this response because: Does not have the facts right, but does not surprise me.  I have wasted to much of my time with this "company", the more I communicate with them, the more more they sound like scammers. You know that "you get for what you pay..."I realized that home warranty are not worth the cost and/or peace of mind...  "[redacted] filed against [redacted] in [redacted]., illustrates why.  The state’s complaint says that far too often, warranty claims are denied because the company says the problem was pre-existing. Or, the claim is denied because the consumer can’t prove that a broken item was properly maintained."  Retrieved from [redacted] Sounds familiar? 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs. [redacted].We respectfully disagree with Mrs. [redacted] that the service fee is owed to her. As a gesture of goodwill and to put this matter to rest, the service fee of $75 has been reimbursed to Mrs. [redacted]. It will take approximately 10 to 15 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 July 23, 2016, [redacted] reported the refrigerator is making noises, and the ice machine will not work. The independent service contractor, [redacted] was dispatched to the home and reported the control panel shorted, the compressor shorted out. The ice maker shorted out all at once. The customer did not purchase the ice maker coverage. She wanted the refrigerator replaced stating the contractor told her he did not know if the repairs would hold. The contractor told us the unit could be repaired. [redacted] purchased a new refrigerator. HBRWC offered a reasonable settlement to put toward her new refrigerator. She accepted our offer. [redacted] reported unprofessional behavior against the independent contractor. Her information has been sent to our contractor relations department to investigate and address the contractor.
 
HBRWC would like to apologize for any inconvenience and delay [redacted] has experienced.  Due to the heat wave throughout the United States, this has created higher than normal wait time in the call center and we are aware of this. 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]. 
 
We would again refer to our previous response in which we indicated under the Terms & Agreement. B-5 clearly states; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” Regardless if [redacted] feels mistakes were made by HBRWC and considers us at fault. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns. We are not an insurance company and we will not pay for any additional financial restitution. This has been reviewed by upper management and the decision is final. We regret we cannot be of further assistance in this matter. HBRWC has fulfilled their obligations as specified in the Terms & 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 rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
Our accounting department shows the check was processed August 18, 2016 for $479.00 and mailed to his primary address. It takes approx. 10 business days to receive it. If after that time, he does not receive it, we ask he contact our accounts payable department at ###-###-####
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response due to the fact that 2-10 HBW twice tried to send out a contractor that could not be at my house for four days while I had no access to plumping. I had to resort to finding my own contractor because of 2-10's inability to do so.  As someone who is pursuing a career in the real estate industry, rest assured that I will share this story with every customer, real estate agent, lender, and home inspector that I meet.  I will refer them to the 40 plus pages of Revdex.com negative reviews and share with them my personal story of how 2-10 threw a paying customer under the bus in a time of need.  Your company takes advantage of consumers and consumers have the right to know that.
Sincerely,
[redacted]

Our records indicate on April 22, 2016, [redacted] reported the air conditioner is not blowing cold air. Independent service contractor, [redacted] was dispatched to the home to evaluate the air conditioner. [redacted] and [redacted] were not able to get a hold of [redacted]. We only received a voice mail. We offered [redacted] to contact her own out of network contactor if she did not want to wait any further. She was explained the out of network contractor process. Her out of network contractor called in and it was found his costs were somewhat higher than our in network contractor. When all said, [redacted] spoke to a supervisor and she agreed to a repair buyout as well as a concession to help compensate the cost her contractor is charging. We apologize to [redacted] for the negative experience she has had concerning the delay of her air conditioning claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. All of the contractors that are utilized by [redacted] are independently owned and operated. We acknowledge the delay that occurred by the in-network contractor was preventable and we are having this matter internally investigated so we may make corrections and continue to improve our service. We would like to thank her for bringing her 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