2-10 Home Buyers Warranty

Initial Business Response /* (1000, 5, 2015/09/24) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") is in receipt of the rebuttal submitted under case XXXXXXXX by [redacted]. We have located Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and response.
We apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. HBWVA did not have any contractors in the immediate area available to service Mr. [redacted]'s refrigerator claim, and regret that finding a contractor did require research to locate a contractor outside our network of service vendors. It is the policy of HBWVA to notify customers during such occurrences. We have verified that did not occur and will have this addressed internally to prevent future error.
If Mr. [redacted] wishes to cancel with our company, he must send an email to [redacted]@2-10.com confirming this request in writing. Any refund provided will be pursuant to section F which states, "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement for the unexpired term will be refunded to the party purchasing the Agreement."
We would like to thank Mr. [redacted] for bringing his concerns to our attention so we may evaluate this matter further. We apologize again for any inconvenience that may have occurred.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of Virginia, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) 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 December 11, 2016, Mr. [redacted] reported a gas smell/leak in the home. He called the gas company and they could not determine if it was the water heater or the furnace since they were so close together. The independent contractor [redacted] was dispatched to the home and reported the heat exchanger is cracked and not able to test fully since the gas was off and the gas company had advised a pressure test is needed for the entire home. HBRWC only check and repair gas line leaks to the furnace and the water heater. We do not test all gas lines and appliances for the entire home. The representative informed Mr. [redacted] to have the lines tested, call the gas company so they can go back out and turn the gas on, then contact us so we can get the ball rolling on the furnace issue.
 
It was decided to replace the furnace. On December 13, 2016, Mr. [redacted] accepted the out of pocket costs and the furnace was ordered and shipped to the contractors shop. By December 21, 2016, the contractor had stated he still had not received the furnace. The furnace was tracked. The delivery company, [redacted] reported that they left the furnace on the dock at the contractor’s place of business. There was no one there to sign for it. The furnace was never located. Another furnace was ordered and the contractor has reported that the furnace was installed on December 22, 2016.
 
We do empathize how frustrating it can be without heat and hope Mr. [redacted] understands that there are some things that are out of our control. We had no control over the first furnace being misplaced or stolen. This is explained 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.”
 
HBRWC apologize to Mr. [redacted] for the experience he has had concerning this claim. We work very hard to prevent situations like this. If Mr. [redacted] is still considering cancelling his Agreement with HBRWC, he may send a written request to [redacted]. The Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requests. Such requests must be received in writing. You may cancel this Service Agreement at any time (send your written request to us at [redacted])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I never was given a written contract from Home BuyerS Warranty to sign or to look over. I was never in a contract with Home Buyers Warranty I have not received ANY PAYMENTS from home buyer warranty. As I have previously stated. I contacted Home Buyer Warranty first before contacting my bank. I have previouly answer all these question in my last answer Home Buyers warranty is repeating what was in the last response. Home Buyers Warranty has called my cellphone repeatedly call back to back call harassing me. 
Sincerely,
[redacted]

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

and respond.
 
Our records indicate on June 24, 2016, [redacted] reported online that his air conditioner is not cooling. Independent service contractor, [redacted] was sent a dispatched to service the home. On July 27, 2016, [redacted] called in for status and the dissatisfaction with the delay of the claim. A call was placed to the contractor but they refused to submit the diagnosis on line. They were sent to our contractor relations department to address their concerns. Due to the heat wave, we were not able to find any other contractors to service in a timely manner. [redacted] requested to use his own contractor. He was explained the out of network contractor guidelines. His contractor called in with the diagnosis. He was approved to make the repairs. The contractor has advised us that the work has been completed and the system is operational.
 
HBRWC apologizes to [redacted] for the experience he has had concerning the delay to his claim. When there is a heat wave, 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. His concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

and respond.
 
Our records indicate on July 18, 2017, [redacted] reported his air conditioner is not cooling. The independent contractor, [redacted] was dispatched and reported “online” a shorted run leg in the compressor causing the compressor to draw too many amps and the fuses trip. [redacted] requested a Scroll compressor to be shipped to their shop and the compressor was ordered. On August 3, 2017, [redacted] called us and advised they needed a reciprocating compressor. The reciprocating compressor was ordered. A call was placed to [redacted] and they acknowledged their mistake. On August 7, 2017, [redacted] advising they replaced the compressor, then the condenser fan motor would not come on. [redacted] was approved to replace the fan motor and blade.
 
Then on August 11, 2017, we were notified that [redacted]’s air conditioner was, again, no longer cooling. [redacted] was not sure what the problem could be. This time we dispatched [redacted], who reported “online” there is a leak in the evaporator coil. The coil needs to be replaced. The technician requested an upflow slab coil. [redacted] was approved to replace the coil and HBW ordered the slab coil. On August 31, 2017, [redacted] advised they need a coil that must be less than 18 inches due to the tight fit. A smaller coil was ordered. On September 8, 2017, [redacted] called in and stated that the system is now void of Freon and the compressor has burnt out. The compressor may have burnt out due to being run without refrigerant. The compressor was ordered and [redacted] has received it. A representative of this department contacted [redacted] on the status. The office personnel advised they originally scheduled for install of the compressor for 9/29/17.however the weather in [redacted] has been too cold. [redacted] has rescheduled for 10/5/17, weather permitting. [redacted] has been in continuous contact with [redacted].
 
We acknowledge that there were opportunities to provide [redacted] better service. The delays when the contractors ordered the wrong parts were preventable. We do depend on our contractors to provide the most specific details when ordering online, including part #’s, dimensions, etc. when requesting a part. 2-10 HBW orders what the contractor’s request. Unfortunately the 2 orders were incorrect and we apologize for this delay. There are some things that are out of our control. We had no control over the incorrect requested orders by the contractors. This is stated in the Agreement in the Terms & Conditions; E-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.” [redacted] has been sent to our contractor relations department to address the contractor.
 
HBRWC apologizes for the inconvenience and delays caused by the contractor assisting with the service of the air conditioner. We value [redacted]’s business and we look forward to serving his future warranty needs.
 
Sincerely,
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/10/08) */
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 Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
On April 16, 2015 the federal government updated the National Appliance Energy Conservation Act (NAECA). Under these changes, 75 gallon water heaters must be upgraded to heat pump style water heaters. Such water heaters are taller and require space of at least 10 ft x 10 ft to ensure correct air flow. They also require major modifications to the venting and ductwork, more insulation than standard 75 gallon gas water heaters, and installation of a drain and/or condensate drain pump.
We regret that HBRWC does not offer coverage for upgrading the water heater to such a system pursuant to section B-3 which states, "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances." This is in conjunction with section B-2 which states, "We are not responsible for upgrades or matching color or brand."
For this reason, HBRWC offers two options to a customer with a 75 gallon water heater. The first is to offer cash in lieu of repairs for the total that HBRWC would pay to replace with a like-kind 75 gallon gas water heater. If a customer prefers to have the water heater replaced, the alternative is that they may accept having a contractor install a smaller 50 gallon water heater which does not have the same NAECA restrictions as that of the 75 gallon. While there are non-covered charges associated with replacing with a 50 gallon water heater, they are substantially less than the costs associated with upgrading the unit to match the NAECA requirements.

We apologize if there is any confusion regarding changes. We would disagree with Mr. [redacted]'s statement that HBRWC changed out policy. The Agreement that Mr. [redacted] has does explain our coverage as it related to federal requirements, and the language of the Agreement was not altered in any way. Section A-2b of Mr. [redacted]'s Agreement explains that HBRWC may offer cash payment instead of repairs or replacement when, "Following a response to a covered breakdown, the system or appliance would remain non-compliant with laws, regulations or code requirements." The option of downgrading to a 50 gallon is also offered as a gesture of goodwill since some customers have expressed a preference for this possibility.
Our records indicate that on September 2, 2014 Mr. [redacted] accepted the $1330.28 offered in lieu of repairs. As such, HBRWC has fulfilled the terms and conditions of the Agreement as stated above, and are not able to be of further assistance with the replacement of the water heater. We appreciate Mr. [redacted] bringing his concerns to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to know why the people from whom I purchased this plan from did not notify me about the changes affecting my insurance. They know what equipment I have, and should have sent out information about the changes. To replace my water heater and pay for labor and materials cost 1600 total. I was told that I would be getting a refund on the deductible I paid, which I haven't yet received.
At this point I don't even know if I can purchase new appliances and have 2-10 cheat me out of paying for repairs. After 3 weeks of inaction on the part of 2-10 I was forced to take the buyout because I needed hotwater in my home. I could not get expedited service from the plumber because apparently not having hotwater is not an emeregency and regardless of the fact that I pay for insurance I would have had to pay for expedited service to have someone tell me what I already knew, my hot water heater is busted.
The woman from the office of the president is off her rocker becuase this happened in 2015 not 2014, and the initial call on the water heater going bad was made on September 6, 2015. How can anyone trust an organization that clearly doesn't keep correct records.
Final Consumer Response /* (4200, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their statement is a typical corporate response. They're demeaning to their customers by saying they can't educate customers about changes as if we are all is. I asked to be notified of a change effecting my policy, not to be treated like an is.
I was told by customer service that I would receive a refund on my deductible as well, that hasn't happened. Was I just told that lie to get me off the phone? Even a simple Internet and Yelp search shows how many other people view 2-10, and that the service is dubious due to the fact that they determine repairs based on their bottom line. They'll find any way to get out of paying for a repair.
I want what was promised to me by a supervisor at 2-10, a refund on my deductible and then I'll see if it is worth the hassle to maintain insurance with such people.
Final Business Response /* (4000, 13, 2015/11/05) */
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 and respond.
We apologize if Mr. [redacted] was offended in any way. At the same time, what HBRWC stated in our previous response is correct. It is not possible to update a customer on every change in code requirements that occurs on a federal and/or local level, and nowhere in Mr. [redacted]'s Limited Home Service Agreement does it state that HBRWC will notify of changes.
Mr. [redacted]'s service fee was reimbursed as part of the lump sum of $1330.28 that was authorized. The original amount that HBRWC offered to Mr. [redacted] was $1255.28, but this amount increased after his $75 service fee was added. As such, he will not receive a separate check for that amount as it has already been reimbursed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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

and respond.
 
We do agree with [redacted]. A plumber should have the basic skills to hook up a water heater to code. If this is beyond his expertise, he should have contacted 2-10 HBW so we could have dispatched an electrician. A representative of this department called and spoke to [redacted] and informed her she is being reimbursed from the electrician’s invoice. She found this satisfactory.
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The information is not quite accurate. My wife and I have not rejected Steve's Plumbing to come out after speaking with 2-10 at the conclusion of the conversation with the plumber we contracted since 2-10 could not get a response to us within the 4 hours as per their agreement/contact. We are still waiting fire 2-10 to respond to us directly in regards to a plumber to come out and fix the line. 
Sincerely,
[redacted] [redacted]

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

respond.
 
Our records indicate on November 16, 2016, Mr. [redacted] reported the water heater is leaking from the bottom. On November 28, 2016, it was bought to our attention that the contractor that was dispatched did not respond. A representative was assigned to this claim. She waived Mr. [redacted]. She was able to locate another contractor to service and they have been authorized to replace the water heater.
 
The water heaters manufactured now are more energy efficient than the ones manufactured a year ago due to more insulation. Equipment is normally not upgraded unless the equipment is no longer manufactured. Per the Agreement B-2. “When replacing a system, we are responsible for installing
replacement equipment and parts of similar features related to primary function, capacity and efficiency…we are not responsible or liable to upgrade equipment, components or parts…”
 
HBRWC apologizes to Mr. [redacted] for the experience he has had concerning the delay to his claim. The contractor has been sent to our contractor relations department to address. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/17) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mrs. [redacted]' inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes for the inconvenience and delay Mrs. [redacted]...

experienced. We strive to provide fast and reliable service to all our customers and anything less is unacceptable. This matter is being investigated internally.
Our records indicate that that there were delays in locating a service contractor as Mrs. [redacted] described. However, HBRWC also shows that this service request has been brought to resolution. On September 1, 2015 we asked Mrs. [redacted] to locate her own service contractor as she requested in her complaint. That service contractor, Ashman Appliance, reported a failure to the control board of her refrigerator on September 2, 2015. Cost to replace was $310.78 and HBRWC has already processed reimbursement to Mrs. [redacted] for this amount. We again apologize to Mrs. [redacted] for the trouble she experienced.
We respectfully request the Revdex.com close this case as the service request has been resolved and the refrigerator has been repaired. We thank Mrs. [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response but want to alert Mr. [redacted] to one error in his representation of the facts.
He states: "...we asked Mrs. [redacted] to locate her own service contractor as she requested in her complaint."
This is incorrect. In fact, I had requested on several phone calls to use a service contractor from outside the network. On every occasion, I was dissuaded from doing so, including a statement that I would not be reimbursed for any of the costs associated with the service call. It was not until I my case was "escalated" - coincidently around the same time that I filed my compliant with the Revdex.com and Consumer Affairs - that my request to use an outside service contractor at no additional cost was granted. There are some gaps in the customer service training to bring their script inline with both the terms and conditions of the warranty and with Mr. [redacted] statement that "We strive to provide fast and reliable service to all our customers..."
It took [redacted] all of 30 minutes to diagnose the issue and less than 20 minutes to complete the repair after I received the authorization. It took two attempts for me to get the invoice information to the right person who could process and mail the reimbursement. It would have been a nice gesture for Home Buyers Resale Warranty Corporation to send the check through priority mail, but no. Once again, I was asked to just be patient.
This matter is resolved and I hope that the rest of my appliances continue to work properly through the end of my 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 Dr. [redacted]. We have located Dr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
2-10 HBW will not replace a washer when a contractor reports only a few components need to be replaced. As an appliance a**s, there are unforeseen breakdowns that will occur. It is the policy of warranty companies to perform a repair when one is possible much like a manufacturer warranties their products. These type of repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. The reports that were received from the independent contractors were for fairly minor repairs and appeared to be a simple fix. We would have no reason to believe the repairs would not work.
 
Dr. [redacted] is correct in that it is apparent the contractors cannot find the root cause of the malfunctioning washer. A representative of this department contacted Dr. [redacted] and offered a replacement washer which he has accepted.
 
2-10 HBW apologizes to Dr. [redacted] for the delay in his claim and his dissatisfaction with the independent contractors assisting with the service. All of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are not employees of 2-10 HBW. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. When a customer has concerns about a contractor’s performance, the contractor is sent to our contractor relations department to review and address the contractor that may not live up to our expectations. One of the contractors has been sent to the contractor relations department as Dr. [redacted] has stated the technician broke the pedestal under the washer.
 
Dr. [redacted]’s concerns enables us to make corrections and continue to improve our service. We value his business 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 ("2-10 HBW") is in receipt of the rebuttal submitted by Ms. [redacted].  Thank you for the opportunity to review further.
 
After hearing both sides, 2-10 HBW and Ms. [redacted] were able to come to an agreeable settlement. 2-10 HBW would like to apologize for the inconvenience Ms. [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

Initial Business Response /* (1000, 5, 2015/10/16) */
The Office of President at [redacted] ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
Mr. [redacted]'s Limited Home...

Service Agreement states in section B-1 that, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." As such, Mr. [redacted] is not due the complete $1500 limitation, as repairs did not cost or exceed that amount.
Our records indicate that Mr. [redacted] placed claims for his heat pump and furnace on February 22, and the next day the independent service contractor [redacted] reported that a defrost timer and a blower motor required replacement. The contractor was authorized and the parts were ordered.
HBRWC did have a part supplier with these necessary parts and as such, disagree with Mr. [redacted]'s statement that they were not available. Defrost timers and blower motors are common parts that are readily available. This was verified by [redacted] manufacturing and did factor in the decision to repair rather than offer replacement.
On February 24, 2015 Mr. [redacted] contacted HBRWC stating he had his own service contractor at the property and that he intended to proceed with replacing the systems rather than having repairs completed. While this is Mr. [redacted]'s prerogative, section A-2a of the Agreement explains how his coverage proceeds in that circumstance: "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."
In this case, HBRWC's cost to replace the two necessary parts came to $550 total for repairs to both systems. Therefore the correct amount was offered to Mr. [redacted]. HBRWC has honored our obligations as stated in the terms and conditions of the Agreement and we will not be offering any further remuneration. We apologize that we are not able to be of further assistance with this matter.
Sincerely,
[redacted]
Office of the President
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accurately presented the facts of the case which 2-10 is choosing to ignore. Their authorized service company explicitly stated that the one unit was not worth repairing since the repairs costs were going to be several thousand dollars (blower motor, heat exchanger, and misc parts). That same service company stated emphatically that the heat pump unit was so old that repair parts were not available for it. Based on this information there really was no reasonable option except to replace the units. I would be happy to swear under oath in court that the above is accurate. I don't know what kind of falsehoods have been presented by the service company, but 2-10 remains fully obligated to pay the maximum claim amounts for each of the two units. If 2-10 is not willing to honor their warranty agreement through this process with the Revdex.com I guess I will need to pursue other options.
Final Consumer Response /* (4200, 13, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
2-10 continues to ignore the facts of this matter. Their authorized representative told me one unit could not be repaired, and the other unit was not worth repairing given the cost to repair being so great. I cannot in good faith accept less than 20% of what should be paid under the warranty coverage. As for where to mail, 2-10 has no problems continuing to call in an attempt to sell further coverage, nor do they have any problems with mailing me further solicitations. I continue to ask 2-10 to do the right thing and honor their warranty, along with standing by the information provided by their authorized representative which lead to the decision to replace both units. Based on their representative's information about the units I ended up spending over $14k. Had their authorized representative stated that repairs could be done for $550 I would have chosen that route.
Final Business Response /* (4000, 15, 2015/11/13) */
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.
We would refer Mr. [redacted] to our previous response in which we advised why he will not be receiving $1500 per unit. We apologize we cannot be of further assistance with this matter.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on January 15, Mrs. [redacted] reported a heater claim. The independent contractor, ** [redacted] was dispatched to the property and reported this is a 5 ton gas package unit. The heat exchanger is cracked and the wires are burnt up due to flame roll out. This information was sent to our parts research department to make a determination. The parts are available from the factory. Factory parts do take longer to receive then a standard order. Mrs. [redacted] has also been offered a repair buyout if she decides she would rather replace her unit.
 
Concerning what the contractor told Mrs. [redacted] about his hold time. The network contractors have their own online portal where they do most of their communication with 2-10 HBW. The contractors have a direct phone number to their 2-10 HBW Field Service Manager if they have any issues. This is a call center that can have hold times during peak hours. As a norm, you are looking at 0 hold time to 5 minutes. Of course, if there is a heat wave or a cold snap throughout the United States, this can create higher than normal hold time in the call center. This is due to a large number of HVAC service requests.
 
We do apologize for any frustration and delay that Mrs. [redacted] has experienced during the claims handling process.  Her feedback allows our company to serve our customers better.
 
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 March 16, 2018 and applicable claim. Thank you...

for the opportunity to review and respond.
 
Our records indicate on March 29, 2018, Ms. [redacted] reported her heat pump stays on and blows cold air. The independent contractor, [redacted] was dispatched to the property and reported the outdoor condenser coil is dirty, the fins are folded over and the indoor evaporator coil is dirty. The technician recommended the system be cleaned and maintained as the lack of cleaning is preventing the heat pump from extracting heat. Otherwise the technician found no mechanical failure (nothing to fix) on the heat pump.  If Ms. [redacted] would please refer to her Agreement, at the beginning of the Terms & Conditions “We provide service for covered systems and/or appliances: 2. that do not perform their primary function due to normal wear and tear”. This means there must be a mechanical failure to the heat pump to be eligible for coverage. B-8 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” In addition, B-17 “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” This means Ms. [redacted] is responsible for cleaning and maintaining her heat pump as there is no coverage under the Agreement. We regret that we cannot be of further assistance in this regard.
 
A representative has spoken to Ms. [redacted] and she advised that she contacted her own contractor. Her contractor advised her it does not need to be cleaned but replaced because it is old. The representative advised that if there is no mechanical failure found, it is not eligible for coverage.  Ms. [redacted] will be calling the representative back with her contractor’s contact information. 2-10 HBW does not replace a piece of equipment solely due to age. Please understand that this would be cost prohibitive if we were to replace HVAC equipment just based on age. 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.
 
We respectfully disagree with what the contractor told Ms. [redacted] concerning purposely not covering claims. This is an incorrect statement that we do not take lightly. 2-10 HBW takes pride as a Warranty company. We were established in 1980 and have covered over 5.5 million new and pre-owned homes. Like any contract, we fulfill our obligations as specified in the Terms and Conditions of the Agreement. The independent contractors are the face of 2-10 HBW. [redacted] has been sent to our contractor relations department to investigate and address the contractor’s unprofessionalism as they are not living up to our expectations.
 
We apologize in advance to Ms. [redacted], if any of our customer service representative(s) were being rude and she feels she did not receive the quality service that she expected. 2-10 HBW is committed to providing superior home warranty protection and customer service. Her feedback allows our company to serve our customers better. We will have her 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 (“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.
 
The expansion tank is not eligible for coverage under the Agreement, which state in the Terms & Conditions “4. are specified as “included” in the trade sections on pages 3, 4 and 5. If a system or item is not specified as “included” then it is not eligible for service”. This means since the expansion tank is not listed as a covered item, it is not eligible for coverage.
 
To clarify, the only time an expansion tank would be covered (assuming the customer has the code coverage); if the water heater has to be replaced and it is a code requirement to ADD an expansion tank to pass inspection. HBRWC would pick up the cost up to $250 to add an expansion tank. The present expansion tank is not a code issue but a failure to an item that is not listed as covered under the Agreement.
 
HBRWC would like to apologize for any inconvenience Mrs. [redacted] may have experienced.  We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. 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 (“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 customers are always welcome to use their own contractors, however they will not have the benefit of the lower costs that a licensed and insured network contractor can provide. Much like health insurance, we work with these network contractors and the pricing is agreed upon in advance. When a customer chooses their own contractor, they will pay retail. Our obligation is to only pay what we would pay a network contractor. This is stated in the out of network guidelines that were emailed to [redacted]. Number one of the guidelines is quite clear concerning pricing: “1. 2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.” This is also locate in the Agreement under the Terms & Conditions; A-2.a “If we elect payment, the amount will equal the lesser of:…(ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost)”.
 
We do apologize for any inconvenience that [redacted] may have experienced during the claims handling process.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: Someone should reimbursement my $75.00 as no work was even close to completed.  Thank you. 
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 24, 2017, [redacted] reported online: “air conditioner is not cooling. The refrigerant was refilled less than a year ago. If this is the problem, there may be a leak”. The independent contractor, [redacted] was dispatched to the property. On June 30, 2017 [redacted] reported the evaporator coil in the air handler was leaking. The technician advised he inquired about the coil and was told it is no longer available (“NLA”). The technician also mentioned the customer may be interested in a cash buyout. The information of the coil was sent to our parts research department to confirm if indeed the coil was NLA. On Monday March 3, 2017, parts research contacted [redacted] and our representative was advised the coil is available. The representative attempted to call the [redacted] residence but the phone would just ring than disconnect. On July 5, 2017, a representative spoke to [redacted] and he did not want the buyout but wanted to move forward with the repairs. The representative forwarded this information to purchasing to order the coil. On July 14, 2017, [redacted] reported online that the work is complete
 
We do apologize if the contractor told the customer that the part was NLA. HBRWC was able to locate the coil by calling the manufacturer. When there is a heat wave throughout the United States, this can delay shipping of HVAC parts and 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. 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.”
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on September 21, 2017, [redacted] reported his air conditioner is not blowing cold air. The independent contractor [redacted] was dispatched and reported the compressor is shorted and the evaporator coil is leaking. [redacted] would only give us the complete costs without a breakdown and would not let us supply the equipment. His costs were extreme for the work that needed to be done. The contractor was sent to our contractor relations department to investigate and address the contractor’s actions. The representative offered the option to locate another contractor or a cash buyout of what our cost would be to repair the air conditioner. On October 1, 2017, another independent contractor was located that would adhere to their contracted pricing agreement with 2-10 HBW. On October 2, 2017, [redacted] decided to take the repair cash buyout instead of waiting for the independent contractor.
 
The independent contractors that 2-10 HBW utilizes are all independently owned and operated and not employees of 2-10 HBW. We have no control over the independent contractor’s actions. However, we will do everything possible to move forward with the repair. There are times when an independent contractor will not honor their contractual requirements.  When this occurs, we do have the right to dispatch another independent contractor, as stated in the Agreement under the Terms & Conditions; B-15. “We reserve the right to obtain an additional diagnosis at our expense.”
 
We regret, we are unable to reimburse any additional amount. We do apologize that we could not be of further assistance in this regard. 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
[redacted]