2-10 Home Buyers Warranty

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”) which went into effect January 26, 2018 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on January 28, 2018, Mrs. [redacted] reported the heater is not blowing air through the vents. The independent contractor, [redacted] was dispatched to the property and reported multiple cracks in the heat exchanger with evidence of flame roll out. This is indicative of a long term problem. The cracks would not have occurred within the first two days the warranty was effective.  Cracks to the heat exchanger is caused by expansion and contraction of the chamber(s) over time.  A heat exchanger only expands and contracts when the gas heat is in use. There was enough evidence to determine the furnace was not in good working order at the beginning of the Service Agreement and the claim was denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test.”
 
The home inspection was then reviewed and it reports; “the furnace cover was damaged and recommended an HVAC technician come out to the home to open the system and test since he doesn’t have visibility to the unit.” There were no mechanical tests or visual inspections done to the furnace to show that the system was in good working order. The home inspection was not enough information to overturn the denial.
 
Most home inspectors are neither licensed nor qualified to discuss findings of concern that may extend beyond their areas of expertise. If the home inspector recommends that an HVAC specialist do further investigation of the furnace. The concerns should be pointed out to the seller to have this corrected or an HVAC specialist findings sent to the seller to correct the concerns. For a proper visual inspection and testing, would require a licensed HVAC company but this was not done.
 
We are not an insurance company, we are a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. It is not 2-10 HBW’s responsibility to send specialized inspectors to validate that all eligible systems in the home are in good and safe working order. We do work hard at keeping our rates affordable for all homeowners. If we were to do this, our rates for coverage would not be competitive.
 
In order to preserve “goodwill” for our business, we have amicably resolved this issue with the customer. We do apologize for any frustration or inconvenience that Mrs. [redacted] may have experienced during the claims handling process. 
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/08/21) */
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 air conditioning claim in question which was placed for the...

property [redacted] under claim number XXXXXXX. Thank you for the opportunity to review and respond.
We do apologize for any inconvenience or frustrations that Ms. [redacted] may have experienced during the claims handling process. As Ms. [redacted] stated in her complaint, HBRWC offered her a buyout of $2101 on July 25, 2015 for the replacement of her air conditioning system. HBRWC was next contacted by Ms. [redacted] on August 3, 2015. At that time, she stated that she had accepted the buyout offer verbally on July 25th. HBRWC did not have any record of this and we sincerely apologize for the miscommunication. We will have the telephone conversation pulled and reviewed in order to take corrective action. Upon learning that Ms. [redacted] had accepted the buyout, it was authorized and processed. Our records indicate that Ms. [redacted] should have received the buyout check at this time.
We regret that we will not be increasing the amount to Ms. [redacted]'s desired total of $4500. The $2101 figure was determined based off of the amount that HBRWC would pay a preferred in-network service vendor for repairs. Section A-2a of Ms. [redacted]'s Limited Home Service Agreement ("Agreement") does state, "Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is 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 contract, 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. We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions."
We would note that Ms. [redacted] was provided with an alternative option. If the dollar amount offered was unacceptable, she could have elected to proceed with repairs being performed by the service contractor Ideal Comfort Heating & Air. Ms. [redacted] elected to proceed with the buyout and was advised at that time that no further remuneration above the $2101 quote would be offered.
We acknowledge Ms. [redacted]'s dissatisfaction with the customer service she received and we will have this evaluated internally. HBRWC strives to provide fast, reliable service and anything less is unacceptable. HBRWC has the ability to listen to call recordings, and will take corrective action as needed.
We would like to thank Ms. [redacted] for bringing this to our attention as we do take these matters seriously. At this time, Ms. [redacted] should have received the $2101 check for the amount that HBRWC would pay Ideal Comfort Heating & Air to replace her air conditioning system and furnace. This amount will not be increased, as it was authorized per the terms and conditions stated in her Service Agreement.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [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 26, 2016, [redacted] reported her air conditioner is not blowing cold air. Independent service contractor, [redacted] [redacted] was dispatched to the home and reported the condensing fan motor seized and needs to be replaced. The contractor was authorized to repair. [redacted] called on July 19, 2016 on the status. A call was placed to the contractor, they reported that after the fan motor was replaced they found the compressor shorted to ground and a leak on the indoor evaporator coil. This was reviewed by our parts department and found this is a thru the wall unit and we needed the model # of the compressor to order. The contractor was not responding to us. Contractor relations got involved to get a hold of the contractor. The contractor then reported that there is also a leak in the condensing coil. Due to the major multiple failures, it was decided to replace the a/c system. The contractor was authorized to replace the system. A call was placed to [redacted] and a voice message was left to confirm completion.
 
We apologize that some of the delay that occurred is due to the contractor and was preventable. This has been addressed with contractor relations. We also acknowledged her statements regarding her customer service experience she received and hold times. 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 calls and do not always respond in the time allotted. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Concerning [redacted]’s desired settlement for compensation of her phone bill, lost time and refund of her renewal warranty. 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.” We regret that we cannot be of further assistance in this regard. If [redacted] meant to say she wants to cancel her Agreement with HBRWC, she may send a written request to [redacted].
 
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 September 13, 2016, [redacted] reported the garage door opener is not working. The representative that took the information states at the homeowners own admission, this was an issue prior to her purchasing the home. The claim was denied due to the failure occurring prior to the warranty going into effect. [redacted] disputed. It was decided to send out an independent service contractor [redacted]. The technician reported the motor heats up and it hums but the motor won’t turn. The contractor was authorized to replace the garage door opener. A supervisor called [redacted] and received her voice mail. She left a message with her direct line. She may call the supervisor back if she has any further concerns.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  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 Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on January 27, 2017, Mrs. [redacted] reported 2 claims. Claim # 1 “The sink is slow draining in the main level guest bath”, this claim was set up as a snaking claim. Claim #2 “the toilet is not flushing in the main level guest bath”. The independent contractor, [redacted] did the diagnostics for both claims. On claim 1, the technician reported the pop up assembly seal is leaking underneath the pedestal sink and it needs to be replaced. The pop up assembly is part of the faucet. When this claim was called in, we were not aware the issue was with the faucet pop assembly and not a snaking claim. Per the Agreement on page 5 under Plumbing “Supreme Protection (OPTIONAL COVERAGE, IF PURCHASED) Faucets and faucet handles, including shower heads and arms”. The Supreme Protection option was not purchased. The representative called and advised Mrs. [redacted] that the pop up assembly was not eligible for coverage. Concerning the second toilet claim, the contractor was authorize to make the repairs to the toilet.
 
HBRWC apologizes to Mrs. [redacted] for any experience she may have had concerning disconnected phone calls. We strive to provide superior home warranty protection and customer service. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service. The first contactor that showed a lack of professionalism/courtesy towards the [redacted]’s has been sent to our contractor relations department to address.
 
The faucet claim is not a covered item under the [redacted]’s Agreement and we regret we are unable to provide coverage for it. Due to the [redacted]’s dissatisfaction of the claims handling process, as a gesture of goodwill, we have reimbursed their $100 service fee. It will take approximately 10 to 15 business days to receive the check.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Final Consumer Response /* (2000, 7, 2015/07/20) */

Complaint: [redacted]
I am rejecting this response because:2-10 did contact on thrusday 11-17 that the contractor would contact on Friday11-18 and set a date to replace the part..I did not hear from the contractor , [redacted] from 2-10 told me to contact him I did not hear from the contractor , so I called [redacted] and left a message on friday..I still have  not heard from either party and this is Sunday 11-20
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: While it is stated here and via email that 2.10 Home Warranty has agreed to replacement of the system, I have not yet been contacted by any contractor to either notify me, or set an appointment.  It has been 5 days since I was notified that they would be replacing the system. It has now been exactly 81 days since I placed the original warranty claim, 81 days without AC.  Due to this I can not yet accept the response as I am still sitting in an un-airconditioned home.  Interestingly enough I have had 3 payments for the home warranty ($84 each payment) come out of my checking account during this time period, without one bit of delay. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty 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.After careful review, we have verified that the $2160 which was offered to Ms. [redacted] as a buyout is correct.  As such, we regret that we will not be increasing this amount at this time.  The $2160 figure is HBRWC’s costs associated with replacing the air conditioning system with a new R410A system that matches the existing features, that is, is a 2.5 Ton straight cool system.We would note that HBRWC does not offer cash based off of retail quotes.  Rather, section A-2a of your Agreement states that, “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 acknowledge Ms. [redacted]’s concerns regarding the independent service contractor [redacted] Services, LLC.  HBRWC strives to provide fast, professional service and anything less is unacceptable and we will have your concerns addressed internally with [redacted] Services.  At the same time, [redacted] Services is a licensed and insured contractor who is qualified to perform such installations in the state of New Jersey. HBRWC offered, but did not necessarily recommend, to send a second contractor from our network of service vendors due to the customer’s concerns with [redacted] Services.  A second opinion would delay the claim and potentially lower the buyout, should it be determined that the second contractor could replace the system for a lower cost.Our records show that on December 30, 2015 Mr. [redacted] accepted the $2160 buyout which was offered.  This check was processed and mailed to the [redacted] residence the following day. HBRWC would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously.  We look forward to serving her future warranty needs.Sincerely,[redacted]Office of the PresidentHome Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].   Shortly after this complaint, I was contacted by 2-10 Home Buyers and agreed to a settlement.   On 2/1/17, 2-10 agreed to pay $1000 total and I would pay $463.   Although this is NOT the outcome I wanted, I agreed.   However, it is now 2/7/17 and I have still not received word as to when I will receive my money.  I will continue to call the company until the agreement is fulfilled. 
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 would like to apologize for any inconvenience [redacted] may have experienced. We have sent this to our coaching and development team so the representative may learn from her mistake. HBRWC strives to provide fast, reliable, friendly service. We would like to thank her for bringing her concerns to our attention as we do take these maters seriously.
 
In [redacted]’s desired settlement, she requests that we pay her service fee to the contractor due to the representative’s mistake. HBRWC has waived [redacted]’s service fee. HBRWC will pay the service fee directly to the contractor.
 
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 11, 2017, [redacted] reported her ac was not blowing cold air. The first independent contractor told HBRWC verbally after receiving the dispatch that they could service. The contractor did not keep the appointment and was sent to our contractor relations department to be address. The independent contractor, [redacted] was dispatched to the property and reported the compressor has seized up. The contractor was authorized to replace the compressor and the compressor was ordered to be shipped to [redacted]’s shop with an ETA of June 27, 2017. On July 5, 2017, [redacted] called in requesting status of the compressor. She spoke to [redacted] and they advised her they have not received it. The representative emailed purchasing to track the compressor. Purchasing contacted the supplier, [redacted] and was told that the first compressor in transfer was damaged and the new one just shipped. We acknowledge the first contractor delayed the claim by accepting the dispatch then they were a no show. [redacted] knew the ETA of the compressor was June 27, 2017, yet when they did not receive the compressor, they did not notify us. Otherwise we assume the compressor had been installed. The damage compressor is also something that is out of our control. A represented of this department contacted [redacted] and they advised the work is complete.
 
We do empathize how frustrating it can be without air conditioning and hope [redacted] understands that there are some things that are out of our control. We have no control over the independent contractor’s actions and we have no control over the damaged compressor. This is explained in the Agreement 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.” However, we will do everything possible to expedite the repair.
 
HBRWC apologizes for any inconvenience and delay of [redacted] claim. HBRWC is committed to providing superior home warranty protection and customer service.  Her customer service 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

Complaint: [redacted]
I am rejecting this response because: Both the service companies sent to examine the system recommend replacement of the system. Proficient Air found multiple leaks on the inside and outside coils (as noted in their invoice) and designated the system as "unrepairable" on the invoice. I feel that 2-10 Home Warranty is stalling the recommended actions (by their own in-network provider and Your Comfort Services) by trying stop-gap repairs so that the warranty coverage period expires forcing me to either renew with them or be left with a system that still does not work. To support this claim of stalling, 2-10 has repeatedly failed to notify me when Proficient Air has needed to delay their appointment time because of unforseen circumstances. This failure to notify has resulted in me having to wait long periods of time when someone is not coming to my house and me missing other appt times. When two separate service providers recommend that the system be replaced and is unrepairable yet 2-10 continues to try stop-gap measures to repair suggest that they are delaying providing the recommended repair until time runs out.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1)  Want to be sure 2-10 Warranty acknowledges that I sent an email with a copy of the invoice I paid to LB plumbing 3 times after being counseled from their call center to do so that outlined specifically that I had paid for the install of the faulty faucet in addition to the faucet itself.  At my first intercation with 2-10 post faucet repair, I made it clear that I had paid for the faucet AND the install.  During one conversation with a call center rep, I was told that I although 2-10 understood that I had paid LB Plumbing for the install I would need to seek reiumbursement direclty from LB Plumbing.  I have as of today, received $150 towards the replacement of the faucet and install which was over $300.2) The very first service call I made that LB Plumbing tagged to the "water heaters" was that we were unable to get warm water in 2 upstairs bathrooms and our kitchen and laundry rooms.  LB Plumbing did fix the warm water issue but then after they left it was found that we could no longer get cold water in the kitchen, master bathroom and basement bathroom.  It took several calls to address the initial issue so after our account was reviewed another plumber was dispatched but since there was no code for the call center associate to tag the follow-up visit to not being able to get cold water he tagged it to the water heaters and informed me that we would not be billed another $100 service fee.  However, when the 2nd plumber came to the house, he indicated that the call center informed him that they had no record of me ever having called in a service ticket since April(!) and that I needed to pay another $100.  He also shared that he had recommended another plumber come out as he couldn't determine what was causing the issue.  The 3rd plumber came out and shared that the lines had been crossed at construction and therefore it wouldn't be covered.  This despite my sharing we had hot and cold water for a period of time which if the lines had been crossed that didn't make sense AND that we knew who had lived in the house for 5 years prior to me and that they had hot and cold water working fine.  At this point, I still am owed the $100 that I was billed as a service fee when we are still trying to solve the same issue and don't have a clear diagnosis of the actual finding and why it isn't covered.  
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 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 October 30, 2017, [redacted] was approved to replace Mr. and Mrs. [redacted] Gas Pack and the Gas Pack was ordered. On November 10, 2017, [redacted] reported online the installation was complete. Mr. [redacted] did call in requesting another contractor to come out to check [redacted]’s work as he was not getting enough air flow. Mr. [redacted] did not want [redacted] back to the home. Mr. [redacted] did not provide enough information to justify sending out a different contractor to check [redacted]’s work. Mr. [redacted] acquired his own contractor and the technician reported several code violations and some improper installation of ductwork. The flex duct was bunched up causing the restriction of the air flow. The technician feels 3 feet of the flex duct should be cut off and squared around in order to get the proper air flow.
 
It was explained to Mr. [redacted] that a recall visit should have been sent to [redacted] if there were issues after installation as [redacted] should be given the opportunity to warranty their work rather than have their insurance company involved or getting a chargeback against their account in the event another contractor has to correct any workmanship issues. It should be pointed out that all of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are all licensed and insured and not employees of 2-10 HBW. Contractor relations will do everything possible to have them correct any workmanship issues but ultimately it is the responsibility of the independent contractor. If a contractor refuses to make the correction that 2-10 HBW knows was done incorrectly, the contractor will be investigated to determine further action. At that time, we would have another contractor correct the workmanship and charge back the account of the contractor who is at fault. Also, there are times where a contractor will not go behind another contractor’s work as they do not want to be liable.
 
On November 21, 2017, Mr. [redacted] called in and advised he did not want to use [redacted]. At that time, the representative dispatched another contractor, [redacted] [redacted] reported there were a few things that were incorrect. The lack of air flow is due to the [redacted] technician choked off part of the return and supply by the way it was installed. An LP kit was not installed and some items not up to code. Another attempt was made to send out [redacted]
 
After receiving the diagnostics from [redacted] was contacted and told what the contractors had reported. The owner was willing to go out and warranty their work. Mr. [redacted] refused to let them back in his home and requested [redacted] to complete the work. [redacted] was willing to correct [redacted]’s work and they have been approved. [redacted] and the [redacted]’s have both been updated by voice message.
 
We do apologize for any frustration or inconvenience that the [redacted]’s have experienced caused by [redacted]’s workmanship. We value their business and we look forward to serving their 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 [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 17, 2016, [redacted] reported the basement kitchen faucet is leaking. The independent service contractor, LB Plumbing was dispatched to the home and found the faucet hose was leaking and he recommended replacing the faucet. LB Plumbing was authorized to replace the faucet with them supplying the faucet. There is a maximum limit on the Faucet coverage of $150, this includes the faucet and labor to install the faucet. We were not aware that [redacted] was supplying her own faucet. We do apologize for the delay in reimbursement. The reimbursement for $150 has been sent to [redacted].
 
[redacted] has 3 water heaters in the home. There have been 3 independent service contactors analysis the setup of the water heaters. LB Plumbing found the circulating pump had failed. The circulating pump is not listed as coverage and therefore not eligible pursuant to the Agreement under the Terms & Conditions 4. “are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service”. The customer would be responsible for having this replaced.
 
The second and third independent contractors reported that all 3 water heaters are piped into each other which both contractors reported is an improper install. There is no failure to the water heaters and no leaks or breaks in the plumbing of them. To correct the improper plumbing is not eligible for coverage pursuant to B-11 “Costs to repair failures due to inadequate capacity, manufacturer’s recall, 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.”
 
Our notes indicate on May 10, 2016 [redacted] reported her secondary refrigerator was making a loud humming sound and leaking. The independent service contractor Avauxco was dispatched and reported this is a wet bar refrigerator and the fan motor was burnt out. He placed the order for the motor. On June 7, 2016, Avauxco reported his supplier does not supply parts for Scottsman refrigerators. As soon as we found this out, we immediately ordered the part. We acknowledge and apologize to [redacted]. Avauxco should have notified us sooner that they could not get the part. The contractor has been sent to our contractor relations department to address.
 
Avauxco reported the refrigerator is under a marble countertop, and he needs the customer to remove it. Avauxco does not want to be liable for attempting to remove it. The removal of the refrigerator from the countertop is necessary to replace the fan motor. 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.” A voice message was left at the residence regarding this matter. Avauxco has noted on July 12, 2016 that they are waiting for the customer for install of the motor. A call was placed to Avauxco to see if the repair is complete. A voice mail was received. A call was placed to [redacted] and a voice mail was received. A message was left with a direct contact.
 
HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department. There has been a heat wave which has created higher than normal wait time in the call center. We are diligently working on correcting this. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation..

2-10 HBW is committed to providing superior home warranty protection and customer service, and we are always willing to assist the consumer to address any and all warrantable repairs.    In this case, the consumer filed a claim under their One-Year Workmanship Warranty provided by 2-10...

HBW.  2-10 HBW determined the claim was covered but there was disagreement over the scope of the problem and the proper method of repairs to be used.  Some time was required to consult with experts to determine the appropriate repair methods and the reasonable cost to complete the repairs.  The consumer invested some time consulting his own contractors as well.  Although it did take longer than the consumer was expecting to resolve this claim, the issues were complex, and all work performed in the investigation and resolution of this claim was necessary and handled expeditiously. 2-10 HBW worked diligently with the consumer to resolve the issue and has settled this claim with the consumer in full.

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
[redacted] notified us that she was still not getting hot water in the kitchen. [redacted] went back to the home and found a leak coming from the tankless water heater. At this time it was decided to replace the water heater.
 
2-10 HBW would like to apologize for the inconvenience [redacted] may have experienced. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.   Our records indicate on June 18, 2016, [redacted] reported her washer does not complete cycles. Independent service contractor, Freeman Heating was dispatched to the home and found the drain pump shorted out and not allowing the washer to complete the cycles. The contractor was authorized to replace the drain pump and the parts were ordered. On July 5, 2016, [redacted] called in advising us the contractor replaced the drain pump and found additional failures with the control board. A call was placed to the contractor. We were able to confirm the additional failure and obtain the part number of the control board and the board was ordered.   On July 18, 2016, [redacted] called in justifiably upset because the contractor keeps setting appointments with them to install the control board but they do not showing up. There were numerous attempts to get a hold of the contractor. Dispatching a different contractor would delay the claim further. A representative of this department contacted [redacted] and confirmed the washer has been repaired and is working. As a goodwill gesture, his $100 service was reimbursed to him.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of repairs of his washer. The contractor was passed along to our contractor relations department to address.  We thank [redacted] for bringing this matter to our attention and we look forward to serving his future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11419753 by [redacted]. We have located [redacted]’ Limited Home service Agreement (“Agreement”) and applicable air condition 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 April 21, 2016, [redacted] reported her air conditioner is not blowing cold air. Independent service contractor, Adjustable Plumbing Heating & Cooling Services (“Adjustable”) was dispatched to the home on April 22, 2016. On April 27, 2016, Adjustable reported their findings. The technician reported the starter windings in the condensing fan motor were burnt. The condensing fan motor needs to be replaced. The motor was immediately ordered for Adjustable. We acknowledge that there was a 4 day delay from when the contractor was out at the home and when they reported their findings to HBRWC. A stern criteria of the contractors we use is to provide our customers fast, reliable, professional service. We will have this delay reviewed and addressed internally so we may make corrections and continue to improve our service. On April 28, 2016, [redacted] was reimbursed her service fee due to the delay. On April 29, 2016, [redacted] requested another contractor. A new contractor was dispatched and completed the repairs. A representative of this department called [redacted] and acknowledged the repairs are complete. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously.  We look forward to serving her future warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation