2-10 Home Buyers Warranty

Revdex.com:
I received your email reference receiving my complaint and being my contact person, thank you. As "providence" would have it, I just received a phone-call from 2-10 HBW from a supervisor named "[redacted]". She advised that she is looking into my complaint and assures me that...

it will be resolved within the next few days. At this point, I am willing to wait to see if 2-10 HBW can/will resolve my issue so if it's appropriate no further action needs to be taken at this time awaiting their resolution. Again, thanks for reaching out to me and have a great day! 
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. [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 January 26, Mr. [redacted] reported his furnace is not heating. 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 guidelines for using a contractor out of our network were emailed to Mr. [redacted]. Mr. [redacted] advised that he had recently used his own contractor a few weeks earlier to repair the furnace. Mr. [redacted] contractor reported the heat exchanger is cracked and the inducer motor and barring’s have failed. The contractor recommended replacement of the gas package unit. His contractor’s total cost to replace is extreme compared to 2-10 HBW’s standards. The claim was sent to our contractor relations department to see if they could locate a network contractor to service. They were able to locate a network contractor that was out of Mr. [redacted] immediate area but close enough to service. Mr. [redacted] was advised that we do have the right to send out a second opinion. This is stated in number 2 of the out of network guidelines sent to him “2. If 2-10 Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor…”
In addition, this is located in the Agreement under the Terms & Conditions, B-15; “We reserve the right to obtain an additional diagnosis at our expense.”
 
The independent network contractor, [redacted] was dispatched and found a cracked heat exchanger and roll out switch. The burners are corroded, so the technician would also like to replace this. Mr. [redacted] was explained we were moving forward with repairs or he could take a cash buyout and go with his contractor. Mr. [redacted] advised he wanted to think about it and he will get back to us. 2-10 HBW will not order parts until Mr. [redacted] gives the ok to move forward with the repair.
 
Concerning contractor availability in Mr. [redacted]’s service area for HVAC. We do regret that on occasion, 2-10 HBW will have limited or no approved network contractors to service an area in a particular trade. When there is a cold snap in an area, the HVAC network contractors experience an unusually high volume of calls, they are booked and cannot always service in a timely manner. Network contractors also request to be put on hold, so they can better service the calls they already have, as in Mr. [redacted] case. When this occurs, we do give the customer the option to locate their own contractor. As explained in the Agreement under the Terms & Conditions, A-1 "… If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem”.
 
2-10 HBW would like to apologize for the inconvenience Mr. [redacted] may have experienced. We value his business and we look forward to hearing from him soon.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/18) */
July 18, 2015
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes to...

[redacted] for the trouble she has experienced with her service request. We strive to provide fast and reliable service to all of our customers and anything less than that is unacceptable. This matter is being investigated internally.
Our records indicate that [redacted] has already reached out to the Office of the President and we were able to come to a resolution on July 9, 2014. This resolution included our initial buyout offer of $1024.00 for HBRWC's cost to for repairs and an additional $476.00 reimbursement as goodwill gesture for a total of $1500.00. [redacted] accepted this amount and both checks were processed to her.
We thank [redacted] for bringing these matters our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We do apologize a supervisor did not get back to [redacted]. Due to the heat wave throughout the United States this summer, this had created an unusually high call volume causing longer than normal wait time and call backs in the call center.
 
Our records indicate the accounting department received [redacted]’ cancellation request on July 18, 2017 and her Agreement was cancelled flat. A full refund was processed on July 18, 2017 and a cancellation letter mailed. A representative of this department called [redacted] to discuss her concerns and received her voice message. A message was left with the status of cancellation and a direct line to our accounting department to confirm the cancellation.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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 for Mr. [redacted]’s air conditioner. There was one air conditioner claim set up on July 31, 2016, independent contractor, [redacted] was sent the dispatch and online reported they had an appointment with Mr. [redacted] on August 3, 2016. Mr. [redacted] decided not to wait and had the ac fixed outside of the Agreement. We do apologize to Mr. [redacted] for his experience. When there is a heat wave in an area, the independent service contractors experience an unusually high volume of dispatches and are not always able to provide same-day or next-day service.
 
On July 5, 2016, Mr. [redacted] reported there is water leaking under the kitchen sink. Independent service contractor, [redacted] was dispatched to the home. Mr. [redacted] called in on August 23, 2016 and explained [redacted] had to order the parts to make the repair. The representative called [redacted] and received the receptionist who assured us, the technician would call back with the diagnostics. On August 29, 2016, [redacted] called in and reported the issue is with the reverse osmosis water filtration system underneath the kitchen sink that is leaking. It was explained to Mr. [redacted] that the Agreement does not cover reverse osmosis systems. They are not listed anywhere in the Agreement. If Mr. [redacted] would please refer to the Terms & Conditions; “We provide service for covered systems and/or appliances that: 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;” At this time, we are not sure why the contractor took so long to contact HBRWC with the diagnostics. [redacted] has been sent to our contractor relations department to investigate and address. Unfortunately we are not able to find coverage for a reverse osmosis system. This is an item that HBRWC has never covered. Due to Mr. [redacted]’s dissatisfaction, his service fee has been reimbursed. It will take approximately 10 business days to receive the check.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  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 (“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 13, 2016, [redacted] reported the microwave is not cooking and the turntable does not rotate. Independent service contractor, [redacted] Superior Service was dispatched to the home and reported after installing the door switches, the interior light, cooling fan not working and turntable is still not working. The contractor also said to be on the safe side to order the control board. This is a Combination Microwave Wall Oven with Convection. All the parts were ordered except for the control board. It was out of stock by all suppliers. It was determined to offer [redacted] a new Combination Microwave Wall Oven with Convection. [redacted] accepted the new replacement.
 
HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claim. With the heat wave that we have had throughout the United States, this has created higher than normal wait time in the call center. We do 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.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I completely realize 2-10 is a warranty company, but since I pay them, I believe that they are responsible for following up on the status of the replacement. As an example, it is 9/15, the end of the revised delivery window, and still no refrigerator. If I don't call them back again, I would never receive a call from them. This matter will not be resolved until a new appliance equal to the one that broke, which the second one offered was not, is installed and working in my home. Home warranty companies I have had in the past step up to serving their customers, 2-10 has not. Their job is to arrange repair or replacement, and at this point, they have not. Almost three months later. 
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 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 September 26, 2016, Mr. [redacted] reported he turned off the water to the refrigerator but could not tell where the pool of water is coming from. The independent contractor, [redacted], was dispatched and reported “online” the refrigerator needs an inlet valve and billed out for his cost. On November 18, 2017, the contractor was sent a recall visit and reported “online” the water line had a pinhole leak, repaired the leak and no further leaks found. On March 9, 2017, Mr. [redacted] set up a request for [redacted] to come back to the home. [redacted] reported “online” that there is water leaking inside the walls of the refrigerator. The water line that runs from the reservoir through the top and sides of refrigerator needs to be replaced.
The network contractors that HBRWC utilizes, bill out the cost of the job “online” when the cost is below a limit approved by HBRWC. When the cost exceeds the contractors limit, the authorizations department is alerted. This visit was over [redacted]’s limit. The authorizer found the water line is for the ice maker. Per the Terms & Conditions of the Agreement on page 4 under Appliances “Supreme Protection (OPTIONAL COVERAGE) Kitchen refrigerator: ice makers, ice crushers, beverage dispensers and their respective equipment”. Mr. [redacted] did not purchase the Supreme Protection option and therefore the water line is not eligible for coverage. On April 5, 2017, the representative has noted he called the homeowner to inform him the water line is not eligible for coverage as it is part of the ice maker. He received a voice mail and left the message. He left our contact information in case he had any further questions. Mr. [redacted] has 2 phone numbers on file with us and we apologize the representative did not document which phone number he called.
 
HBRWC respectfully disagrees with Mr. [redacted] in that we do not look to deny a claim when the repair is expensive. [redacted] did not contact us to explain the water line was for the ice maker and we do apologize for this. The network contractors are versed in the Agreements and should have known this was not eligible for coverage from the beginning. [redacted] has been sent to our contractor relations department to address.
 
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 appreciate [redacted] for bringing this to our attention as we do take these matters seriously. We respectfully request the Revdex.com consider this matter closed as Mr. [redacted] has decided to cancel his Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/23) */
The Office of the President at [redacted] is in receipt of the inquiry submitted by [redacted]. We regret that we do not have a Service Agreement for the property address of [redacted]. Additionally, we...

regret that we do not have any records of a customer named [redacted]. In order to provide further assistance, we request that [redacted] provide a property address or contract number so we may review further.
Sincerely,
[redacted]
Office of the President
[redacted]

Complaint: [redacted]
I am rejecting this response because:My family and I have not had a fridge for over a month now and all of our food has gone bad, we've had to eat out this whole month because we couldn't keep anything in the house to cook unless we bought it the same day. We should have been setup with a temporary fridge or be accommodated some other way. I have a three year old, who hasn't had milk or fresh foods for a month. I feel like we should be compensated for our food or fridge or both. No one should have to wait a month nor have to work with theives because they thought buying a home warranty was worth it. Your contractor stole parts out our fridge [redacted]. The first repair buyout of 270 something and now it's 500. I appreciate the gesture in boosting the original buyout but I don't feel it's enough with the money we've spent just living day to day without a fridge. Please speak with someone else about this matter and come up with a better solution. I planned on speaking with a lawyer about the matter but if we can reach a resolution that's reasonable then I won't bother. Good day
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. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Mr. [redacted]’s Agreement has a dollar limit set forth for all kitchen appliances of $400.00.  The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances are limited to $400 per contract year per appliance.  Purchase of the Deluxe Appliance Coverage option removes this limitation".  Mr. [redacted] did not purchase this option. In Mr. [redacted]’s desired settlement, he is requesting a replacement of his microwave. Mr. [redacted]’s Agreement is based on replacement of like-kind. A comparable replacement that includes installation exceeds the $400 maximum. Mr. [redacted] was offered $450 cash buyout which he accepted.
 
Mr. [redacted] is requesting a 6 month billing credit. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; E-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” With this said, we regret that we will not be offering a billing credit as described in his desired settlement as we are not liable for such expenses. 2-10 HBW has honored their obligations as specified in the Terms and Conditions of the Service Agreement.
 
We apologize in advance to Mr. [redacted], if he did not receive the quality service that is expected from customer service. His feedback allows our company to serve our customers better. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service. 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at 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 16, 2016, [redacted] reported her air conditioner was not blowing cold air. The independent contractor [redacted] reported online July 5, 2016, the compressor was struggling to come on and run. It would take approx. 10-15 seconds. The condenser coil is also 100% clogged and would have to be chemically cleaned before any further diagnostics could be performed. Internal compressor damage is likely. There were several attempts to get additional information from the contractor for possible compressor replacement. HBRWC is not responsible for cleaning of the equipment. This is explained in E-7 of the Terms & Conditions. [redacted] was reimbursed her $100 service fee due to the delay. On July 6, 2016, [redacted] requested to use her own contractor and the guidelines for using an out of network contractor were explained to her.
 
Her Contractor, [redacted] reported he was receiving high pressure on the condenser and he was not sure why and recommend to replace entire system due to age. [redacted] refused to give us the cost breakdown for full system replacement and the reason why the entire system needs to be replaced. HBRWC must have a known failure to determine eligibility. We do not replace a system solely due to age. On July 14, 2016, a call was placed to [redacted] requesting if we could send out another network contractor. [redacted] stated that she was tired of waiting and already got another contractor and the new unit is ordered. The representative advised her that she will set her claim up as an out of network contractor and send her the out of network guidelines. It was explained that way we can reimburse her some of the cost but cannot promise we will all of it. The out of network contractor guidelines that were sent to her email are as follows:
 
“Emailed: [redacted]
1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  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.
 
2.     If 2-10 Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor and an additional service fee will be payable by you to the additional Service Contractor.  Second opinions may cause significant delays in service.
 
3.     The Out-of-Network Service contractor must be licensed and insured for your protection.
 
4.     The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made.  2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.
 
Authorizations Department phone number:
###-###-#### (press option 2)
 
5.     After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursement. Please mail your request for reimbursement after we have authorized/adjudicated the claim to:
 
[redacted] or
Fax:
(Toll) ###-###-#### or
(Toll Free) ###-###-####
 
You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.”
 
On July 18, the invoice was received for an entire system replacement when the only known failure was the compressor. We offered [redacted] for our cost to replace the condensing unit at $870. This was explained in number 1 of the guidelines that were sent to her. This is also in the Agreement under the Terms & Conditions D.2.b “We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual cost.” It is important for her to understand that the independent service contractors that HBRWC utilizes are all independently owned and operated. We work with these in-network contractors and the labor pricing is agreed upon in advance. They do have a contractual obligation to perform repairs or replacement at the cost that is agreed upon. Due to the extremely high volume of HVAC equipment HBRWC purchases from certain manufactures, our costs of the equipment is much lower than retail cost. With the agreed labor pricing we have with our network service contractors along with the cost HBRWC receives on HVAC equipment, it is not out of line to say that we can replace the condensing unit at $870.
 
HBRWC apologizes to [redacted] for the experience she has had concerning the delay of her claim. We regret we will not be offering any further compensation toward her air conditioner. 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:
They have done nothing to be hopeful in resolving the situation. The outside contractor told me and 2-10 that [redacted] doesn't make parts for the oven. After all the problem I have had with the their contractor, I don't feel convenient in 2-10 send any other contractor out to remove the board to be rebuilt.  [redacted] did't shut off the breaker to the electric feed to the oven. [redacted] won't return my calls or 2-10 calls. I would like them to pay $604 to repair the oven board with my outside contractor. I have not had working oven since Thanksgiving. I have only receive one call from 2-10 about the second week of January, which stated that they were concerning the options. They said they would call with 7-10 business days. They didn't. With the major inconvenience that 2-10 has caused me, I believe it is only fair the pay for the full repair. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11304378 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable furnace claim that was placed March 26, 2016. Thank you...

for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on March 26, 2016, [redacted] reported the furnace was not reaching the desired temperature, it is currently heating to 62 and it is normally at 68. Independent service contractor, Air Pro Heating & Cooling (“Air Pro”) was dispatched to the home to diagnose the furnace. On March 28, 2016, Air Pro reported they were out at the home on March 27, 2016 and found the primary heat exchanger was cracked and the secondary heat exchanger was leaking water. On March 29, 2016, Air Pro was authorized to move forward with replacement of the furnace with HBRWC supplying the furnace. There are a fair amount of non-covered charges associated with replacing his 1991 furnace. $816 return and supply plenum modification and transitions as well as replacement of the trunk line. $450 in flu venting modification/code upgrades $250 in gas line and electrical modification $ 50 furnace disposal ---------- $1,566 total out of pocket cost. Air Pro agreed to only charge $1,300 to [redacted]. [redacted] accepted the out of pocket cost of $1,300 and the furnace was immediately ordered. [redacted] was informed it could take up to 5 business days for shipping the furnace to Air Pro. Air Pro was contacted on April 4, 2016. They have received the furnace and are scheduled with [redacted] to install the furnace the morning of April 5, 2016. [redacted] would now like HBRWC to pick up his out of pocket expenses due to the delay in this claim. There has been no delay in this claim. This is for a full furnace replacement where the furnace had to be ordered. If [redacted] would please refer to the Terms and Conditions of the Agreement. The modifications are not eligible pursuant to B-2 “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensions. The disposal is not eligible; page 4 of the Agreement under Heating. Disposal fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. We do empathize with the associated out of pocket costs [redacted] has. We regret we will not be offering any compensation towards these costs. HBRWC has fulfilled their obligations as explained in the Terms and Conditions of the Service Agreement. We have acknowledged his statements regarding the customer service experience he received. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We would like to thank him for bringing his concerns to our attention as we do take these maters seriously. Sincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the inquiry submitted under case 75271383 by [redacted]. We have located [redacted] 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 October 20, 2015, [redacted] reported his Refrigerator was leaking water. The independent service contractor American Appliance was dispatched to the property to evaluate the claim further.
On October 25, American Appliance reported the water valve and water line to the water dispenser were leaking. American Appliance was authorized to complete repairs and the parts were ordered. On November 22, 2015, correspondence was received by [redacted] because the contractor's repair did not hold and the water dispenser is now causing property damage. Mr. [redacted] did not want American Appliance recalled back to his home due to their lack of knowledge.
2-10 HBW responded by email the following summarized: "2-10 HBW apologizes for the inconvenience this is causing you. What we are able to do is assign a new service provider to the claim however it does start the claim over. Regarding the existing water damage, 2-10 HBW states in the terms and conditions of the agreement, B-5. We are not liable for consequential damages and is not eligible for coverage. However, you stated that the water damage was a result of American Appliance negligence. What we are able to do, is provide you with their insurance information so you can file a claim for the water damage. We do request that you send in photos of the property damage for our review first."
On November 24, 2015, Mr. [redacted] called in stating that he does not want to deal with American Appliance. It was explained to him that the contractor is liable and they need to warranty their work. On December 1, 2015, Mr. [redacted] called back still refusing to use American Appliance. Therefore, Independent service contractor Fixx My Appliance was dispatched the same day.
Fixx My Appliance noted the claim December 1, 2015 that they called to schedule an appointment with Mr. [redacted] and they left a message. Mr. [redacted] called December 5, 2015 stating that Fixx My Appliance has not made contact with him. At this time due to the prior property damage issue from the leaking water dispenser line, 2-10 HBW offered Mr. [redacted] to obtain an out of network service contactor. On December 5, 2015, Independent service contractor, Alpha & Omega Appliance Service found the water supply line to refrigerator leaking and they replaced the line.
We acknowledge his statements regarding American Appliance. 2-10 HBW strives to have all of the service providers we contract with, have a very good standing with the Revdex.com and they must be licensed and insured. A stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable. We will have Mr. [redacted] concerns reviewed and addressed internally due to the dissatisfaction that he reported.
An HBW representative has contacted Mr. Wood. The repair on the water dispenser is leaking again. 2-10 HBW sent a recall dispatch to Alpha & Omega Appliance. A recall dispatch was also sent for Mr. [redacted] GFI claim. Mr. [redacted] has been given a direct contact to a 2-10 HBW representative until the claims are resolved. Mr. [redacted] recently renewed his agreement but would like to cancel his Agreement with 2-10 HBW. He was given instructions on canceling.
2-10 HBW would again like to apologize for any inconvenience [redacted] may have experienced. We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:2-10 is nit responding to me. ,On Friday, June 30, 2017, [redacted] wrote:Hi [redacted],Representative [redacted] left me a message on Wednesday evening  (6/28) regarding our refrigerator.  She stares the refrigerator was not in good working  and safe condition at the time of warranty inception. That freon could not have leaked out in 5 days. I have called back and left a message for a call back on Thursday morning, I have yet to hear back.I have no idea how long it takes for Freon to leak out. I can however share the refrigerator was cold when the warranty went into effect. If it was not I would not have taken so much time securing the warranty with you. If you recall we began discussing on 6/7. We finalized on the 12th, making the effective date in 6/13. We even joked about making it effective the next day since we had no issues  .Please have someone follow up with me today as I still do not have a working refrigerator. Thank you,[redacted] 
*
[redacted]
[redacted]

Initial Business Response /* (1000, 6, 2015/08/19) */
The Office of the President at Home Buyers Resale Warranty Corporation 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.
Our records indicate that Mr. [redacted] placed claims on both his upstairs and downstairs air conditioning systems. The claim for the upstairs unit was placed on July 10th and dispatched to the independent service contractor provider [redacted] to provide service. On July 15, 2015 Mr. [redacted] contacted HBRWC to report that the upstairs air conditioning system was not blowing cold air. [redacted] evaluated both systems on July 15th and reported the diagnosis and recommendations on July 17th. Specifically, the contractor reported that both systems had a compressor that failed and would need to be replaced.
As such, HBRWC did honor the terms of the Agreement which state, "We will contact an authorized, independent service contractor within 4 hours during normal business hours and within 48 hours on weekends and holidays to assist in evaluating your request." Mr. [redacted]'s Agreement does not guarantee that an appointment will be scheduled within a certain timeframe, only that we will contact a service contractor who will then reach out to the customer to offer assistance. We would also advise that we are not liable for the days that Mr. [redacted] went with a non-functioning unit prior to contacting HBRWC to place a claim.
Upon receiving these reports, HBRWC researched to confirm what the correct compressor replacement would be, and then ordered equipment. We do regret that the compressors were ordered the day after the diagnosis was called in, as the supply houses were closed for the day by the time the diagnosis was reported. The compressors were available for pickup on July 22, 2015.
While installing the compressor for the upstairs air conditioning unit on July 24, 2015 the service contractor found that the evaporator coil for that system was also leaking. We empathize with Mr. [redacted]'s frustration relating to this additional failure, however, it was not possible for the service contractor to locate any leaks with a dead compressor. HBRWC authorized for [redacted] to complete repairs, and ordered equipment that day. The necessary evaporator coil was not available locally and HBRWC was given an ETA of either July 31st or August 3rd. We apologize for the delay that occurred while the equipment was being shipped to the local supply house, however we would note that section B-9 of Mr. [redacted]'s Agreement states, "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."
The service contractor received the equipment and completed repairs on August 5, 2015, their soonest availability for this repair. Our records indicate that this repair has held and both systems are operational at this time. If this is not correct Mr. [redacted] may contact our company to place a recall claim so we may have a contractor provide further evaluation.
While Mr. [redacted] is welcome to follow the procedures outlined in section A of the Agreement and obtain his own service contractor, he is correct when he states that HBRWC does not offer to pay based on the full retail pricing in such a scenario. This is stated in section A-2a of his Agreement: "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 like to thank Mr. [redacted] for bringing this to our attention as we do take these matters seriously. We look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response!!!! One of my hvac units still doesn't work properly. I called the contractor but they still have not called me back. I keep calling but they never answer the phone. I also have not received the $300.00 refund that I was promised a few weeks ago to help off set the cost of the $1400 I spent on portable window air conditioners. Where is my $300.00 that was promised to me? Also, fix my air conditioner. 210 home warranty should be shut down!!!!!! One day you guys will get exactly what is coming to you!!!!!
Final Business Response /* (4000, 10, 2015/09/10) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") in receipt of the rebuttal submitted by Mr. [redacted]. Thank you for the opportunity to further review.
Mr. [redacted]'s $300 reimbursement has been processed. Due to the processing and mailing time, he may still have not received the check yet, but should receive it by no later than next week. Mr. [redacted] also contacted HBRWC to advise when the unit failed. The independent service contractor returned to the property and added a booster to compressor on the 3rd of September. The system was working at the end of the appointment, and to date, HBRWC has not received any reports of it failing again.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  however, please be advised I contacted the State of [redacted] atty generals office for a fraud complaint against 2-10.  I gave 2-10 plenty of time to respond to my claim.  the claim with the state of [redacted] is now for over $4000, treble damages under UCC.

Initial Business Response /* (1000, 4, 2015/09/05) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the information provided 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.
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We will have his concerned evaluated internally and addressed due to the delays that occurred and his difficulty with the customer service that he received.
Our records indicate that we have agreed to reimburse Mr. [redacted]'s service fee and that this check payment is in the mail. HBRWC is currently working with a service contractor to have repairs compelted.
We regret we will not be reimbursing Mr. [redacted] for any time off work nor will we refund the cost of his Agreement. Any remuneration for missed work time is not eligible pursuant to section B-5 of the Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Additionally, section F of Mr. [redacted]'s Agreement states that reimbursement for Agreement costs is only offered when the Agreement is cancelled, and that any reimbursement is pro rata.
We again apologize for the inconvenience that Mr. [redacted] has experienced. We appreciate Mr. [redacted] bringing this to our attention and look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday