2-10 Home Buyers Warranty

Complaint: [redacted]
I am rejecting this response because: The lack of regard for your customers is absolutely unbelievable and your customer service is beyond sub-par. I want a FULL REFUND in the amount we originally paid for this contract to avoid future inconvenience from your unreliable company. 
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 July 25, 2016, [redacted] had repairs made without HBRWC prior approval.
[redacted]’ reports this was an emergency. Under the Agreement under How do I request service? “Contact us at [redacted] or ###-###-####, 24 hours a day, 7 days a week to place a service request.”. It was explained to [redacted] per the Terms & Agreement “A. PROVIDING SERVICE No claim forms are used, but we must pre-authorize service by an independent service contractor.”
 
 
 
HBRWC would like to apologize for any inconvenience [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.  Her desired settlement is to get a full refund of her Service Agreement. This Revdex.com notice is being used as her written request to cancel the Agreement. An email has been sent to our account department to cancel her warranty at her requested $475. We ask she wait 10 to 15 business days to receive the refund. We respectfully request the Revdex.com consider this matter closed as her warranty is being canceled at her desired settlement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Attached is a copy of the proposal from a qualified HVAC contractor, which had been submitted to 2-10. The damage described is a direct result of the contractor sent by 2-10.  Therefore, it is the responsibility of 2-10 to compensate us, in full, for the damage caused by their contractor. Please expedite this process as we still do not have heat.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Mrs. [redacted].
 
We would refer Mrs. [redacted] to our previous response in which we indicated this effluent pump that pumps waste from the tank to the field is not something the Agreement covers regardless if the contractor would have called in or not. This is the reason nothing was paid out.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. 2-10 HBW has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Our records indicate on June 28, 2016, [redacted] reported online his air conditioner is not reaching the desired temperature. There was a delay in locating a contractor that could service in a timely manner so the representative waived [redacted] service fee.
 
The first...

independent contractor did not respond to [redacted] or HBRWC. They have been sent to our contractor relations department to address. The independent contractor, Action Heating & Air was dispatched to the home and reported the condensing coil has damage from hail and getting hit by a lawn mower over time, he got the coil cleaned and found the compressor is damaged and not working properly. The technician recommends replacing the condensing unit.
 
The failures were not do to normal wear and tear and the claim was denied based on the Agreement, under the Terms & Conditions B-8.” There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse, storms, acts of God”
 
On July 17, 2016, [redacted] disputed stating he has lived in the home for 17 years, he sent in pictures of the condensing unit. On July 21, 2016 the picture was received and reviewed. The coil shows crushed fin damage. There were no reported Freon leaks due to the lawn mower or the hail damage. We were looking at just replacing the compressor but not sure if the compressor would overheat and fail due to the crushed fins. A call was placed to the contractor to see if replacing the compressor would work and a message was left to call back. The representative called [redacted] and was explained that we have a call into the contractor to see if the compressor could just be replaced. He explained he is having a contractor come out and replace his entire system on Saturday July 23, 2016. The representative offered to locate another contractor but most likely would not be able to find a contractor to come out this same day on such short notice. Action Heating called back and said replacing just the compressor would not work due to there is too much coil damage that the coil cannot discharge the heat.
 
Later on July 21, 2016, an email was received from [redacted] how he is dissatisfied and will be using his contractor to replace the system in the morning. We are understanding of his situation. A concession was offered to [redacted] but he has refused the offer.
 
HBRWC would like to apologize for the frustration and inconvenience [redacted] has experienced. 
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.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 7, 2015/07/30) */
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] Limited Home Service Agreement ("Agreement") and applicable...

claim. Thank you for the opportunity to review and respond.
We regret that HBRWC will not be offering to increase Mr. [redacted]' buyout offer to $350 at this time. As Mr. [redacted] noted, section B-1 of his Agreement states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced. Replacement is "like-kind". For appliances and plumbing faucets, "like-kind" replacement will be with equal or better quality equipment, unless previously noted in the trade section."
Mr. [redacted]' existing microwave is a Viking 2.0 cubic foot unit, with 1100 watts, is stainless steel in color, has 13 sensor cooking options, and a turntable. HBRWC offered a GE unit model [redacted] which is 2.2 cubic feet, 1200 watts, is stainless steel in color, has 17 sensor cooking options, and a turntable. As such, the unit that Mr. [redacted]' was offered is better quality equipment with upgraded features to Mr. [redacted]' existing unit.
We acknowledge that Mr. [redacted] is preferential to the Viking brand. However, section B-2 of his Agreement states, "We are not responsible for upgrades or matching color or brand." While Mr. [redacted] may have a brand loyalty to Viking, this does not mean that the make of the GE unit offered is inferior. It is of similar build and quality to his failed Viking model.
Since Mr. [redacted]' has indicated that he would prefer to purchase the Viking microwave of his choice, he was offered a buyout of $181 total. This offer was made pursuant to section A-2a of the Agreement when it states, "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."
At this time, our records indicate that Mr. [redacted] has not contacted our company to advise how he would like to proceed. We await his response so we may either process the buyout check or order the replacement microwave.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/07/30) */
2-10 indicates they sent me an email responding to my complaint on 7-21-15. At time of writing today, I have not received any email from 2-10 since the original email on 7-16-15.
Final Business Response /* (4000, 13, 2015/08/25) */
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 Mr. [redacted]' claim further.
We would again reiterate that Mr. [redacted]' Limited Home Service Agreement specifically states in section B-2 that we will not match brand. He may accept the buyout that was offered if he would prefer to purchase the brand of his choice.
to use Mr. [redacted] metaphor: if HBRWC was offering the microwave equivalent of a car, section B-2 would offer to match the size of the engine, the type of vehicle, and any other specific features related to the function of the vehicle (MPGs, power steering, etc). However, Mr. [redacted] is correct that HBRWC would not provide him with the microwave version of a Mercedes in this example, as his Service Agreement does specify we do not agree to match brand.
Our records indicate that on August 10, 2015 Mr. [redacted] did accept the $188 buyout offered for the replacement of the microwave. As such, it will be Mr. [redacted] responsibility to purchase the replacement microwave of his choice.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty
Final Consumer Response /* (2000, 15, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HBRWC misrepresents the dispute as about matching brand which is not the case. My dispute concerned "equal or better quality" - GE Profile not equal to [redacted]
That said - no further time or patience for exchanging notes via Revdex.com site - so accepted $188.

I would like the Revdex.com to help get this repair completed. That is why I got the service from the beginning for when something breaks I will have a peace of mind. All I have had is headaches and the brush off from all those involved.
 
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 13, 2017, [redacted] reported her oven is not heating up to the correct temperature. The independent contractor, [redacted] was dispatched to the property and reported the electronic control failed. [redacted] was authorized to complete the repair. The part was ordered with an ETA of 9/28/17. [redacted] called to advise [redacted] was a no show. There were numerous attempts to get a hold of the contractor, voice messages were left and emails sent. [redacted] was non responsive. The contractor was sent to our contractor relations department to investigate and address. There are instances where an independent contractor will be non-responsive or abandoned a claim mid-stream. Labor issues like this are out of our control. Per the Agreement under the Terms & Conditions B-9; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” Even though 2-10 HBW cannot control an independent contractors actions. We will do everything possible to expedite the service/repair. In this case a different independent contractor was dispatched. Unfortunately this does start the process over.
 
On October 16, 2017, the independent contractor, [redacted] accepted the dispatch and scheduled an appointment with [redacted] for October 24, 2017. [redacted] reported the stove got up to temperature but it does not hold. Need to replace the temperature sensor and the main control, as it does not show the correct numbers on the screen. [redacted] reports the parts have been ordered. They have not received an ETA but anticipate the parts should be in within the next few business days.
 
2-10 HBW apologizes for the abandonment of the independent contractor, [redacted] causing this delay. For this her service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the check. We value [redacted]’s 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 [redacted]. We have located [redacted]’s and [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on May 25, 2017 @ 5:37 pm (after normal business hours). [redacted] reported her kitchen faucet is leaking below the sink. [redacted] requested sooner service as our contractors usually have a 24 hour window. The original customer service representative noted in the claim that the guidelines for using a contractor out of our network were explained. The guidelines explains that the HBRWC will only pay what we would pay a contractor in our network.
In addition, this is also explained in the Agreement under the Terms & Conditions; A-2.a “If we elect payment, the amount will equal the lesser of: “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 service contractors (this amount is usually less than retail cost or your actual cost);”
 
[redacted] called in later in the evening stating he was never informed of the guidelines for using a contractor out of our network. HBRWC found his contractors cost extreme. Way over the amount our network contractor would have charged. A representative of this department spoke with [redacted]. His $100 service fee was reimbursed and in addition, to settle this matter, $250 has been put toward the cost of his bill. He was given instructions where to send the paid invoice for reimbursement. It will take approximately 10 to 14 business days after receipt of the invoice to receive the check. If he does not receive the check in this time period, we ask he calls accounting at [redacted]
 
We do apologize for any frustration or inconvenience that [redacted] and [redacted] may have experienced during the claims handling process.  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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect December 14, 20-16 and applicable claim. Thank you...

for the opportunity to review and respond.
 
Our records indicate on December 19, 2016, Mrs. [redacted] reported there is no hot water. The independent contractor, [redacted] was dispatched to the home and reported the circuit boards on both tankless water heaters have shorted out which is causing the tank not to produce hot water. The claim was called in 5 days into the Agreement and the circuit boards on each water heater were shorted. Per the Agreement under the Terms & Conditions 3. “are in place and in good and safe working order at the beginning of the Service Agreement.” The water heater claim was denied based off the 2 circuit boards that are unrelated to each other would not have shorted out within such a short time. Mrs. [redacted] disagreed and sent in a partial home inspection dated November 21, 2016. HBRWC does require the entire inspection when there is a question of eligibility. The partial inspection mentions only one tankless water heater located in the garage. Under the comments –Water heater does deliver hot water to all necessary fixtures as tested during inspection. The representative explained to Mrs. [redacted] the entire inspection is required. We have not yet received the entire inspection. The claim remains denied. If Mr. [redacted] can show us that both tankless water heaters were in good working order at the beginning of the service period by sending in the entire home inspection. The claim will be reconsidered. Mr. [redacted] can send the entire inspection to [redacted]. Reference his work order [redacted]
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] has experienced. We look forward to hearing from him soon.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:Repair IssuesPlease start with Revdex.com complaint #[redacted], which was closed while we were on vacation over July 4. I would not have agreed to close it. On 5/27/16, I opened a claim because our AC wasn't working. We have worked through 6 companies assigned by 2-10 warranty. My AC has not worked correctly the entire summer. On 9/1/16, service provider #6 was at our house. Confirmed leaked in multiple places, told me the entire unit needed to be replaced. He recommended getting a buy out from 2-10 warranty to replace the unit and get this nightmare resolved. 2-10 warranty called me around noon on 9/1/16 to confirm that they received the information from the service provider and would give me buy out information within 24-36 hours. That was 12 days ago. I have called for updates. To my understanding, they are looking for parts to try to fix something??? Nobody can give me an answer. After hours on hold, I usually end up in the parts department who can't tell me anything. I don't understand. At this point, the unit is too broken in multiple places to fix anything, according to THEIR service provider. He won't replace any parts on our unit, and explained why our furnace won't be working either, once we switch from AC to heat. This claim is over 100 days old. They have assigned 6 service contractors since May 27. I can provide dates and names if needed, but it is in their records. We have worked with 2 of our own, at our expense. In addition, when Residential Systems put the sealant into the system (the sealant didn't work, and may have made the problem worse in one area), they broke the UV bulbs which we use for my daughter's severe allergies. I submitted information to claims back in June for replacement, as the bulbs are almost $120/each. I received a phone call that I was being reimbursed at the end of July, but never got a check so that I could purchase the bulbs. Now I'm told they want me to purchase them and get reimbursed. I waited weeks and weeks for reimbursement for temporary cooling. I can't afford to pay this out of pocket and wait 6 - 8 weeks for a reimbursement check. I would like the money sent directly to United Air Temp to pay for the bulbs and installation. Or 2-10 can purchase them and send their own contractor out to install them, but I should NOT have to incur the expense and wait for reimbursement. Their contractor damaged my system. I can provide the emailed correspondence from June and July regarding these bulbs.ReplacementReplace the heat pump unit. I have estimates from 3 different companies. Replace the UV bulbs broken by their service contractor Residential Air Systems in June, 2016. Still waiting on this.
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 January 8, 2017, [redacted] reported “online” pipe leaking. The independent contractor, [redacted]. was dispatched to the property and reported a concealed [redacted] leak - repaired a 2” lavatory drain in ceiling that was leaking. [redacted] was authorized to make the repair. After [redacted]’s service fee. They were authorized for $86.68. [redacted]’s Agreement has a $500 maximum for concealed/concrete [redacted] leaks. This is located under [redacted]; “DOLLAR LIMITS PER SERVICE AGREEMENT: * Concealed/concrete encased water, gas, drain, waste, vent piping, leaks and breaks in the [redacted] system - $500”. The remaining maximum is $413.32.
 
On March 31, 2017 reported a pipe leak. [redacted] was not able to service as they were overbook. At the time of the requested service, there were no other contractors readily available that could service in a timely manner. On April 3, 2017, the representative offered [redacted] to locate her own contactor and the guidelines for using her contractor were emailed to her at her work. ([redacted] has 2 emails on her account). We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade in a timely manner. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is explained in the Agreement under the Terms & Conditions, A-1 "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured."
 
On April 11, 2017, there was a social media complaint from [redacted]. A representative of this department called all 3 phone #’s for [redacted]. They all went to voice mail. A voice message was left on the home phone and a follow up email was sent to her personal email address:
 
“Hello [redacted],
 
I had recently left you a voice message on your home phone. I contacting [redacted] but they are still booked. They did recommend another contractor, [redacted]. I called them and they do not work with warranty companies but they will work with you. I do apologized that on occasion, we will not have a network contractor to service in a timely manner. When this occurs, we do request that you locate your own contractor. This is described in the Agreement under the Terms & Conditions, A-1 "If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured."
 
You may have already found your own contractor. The above contractor is just a suggestion to expedite your claim. Also, your description tells me this is a concealed issue. I would like to advise you that there is a $500 maximum on the Agreement for concealed claims. This includes any drywall cut and patched to a rough finish. There is $413.32 remaining on the concealed maximum. You would need to pay the contractor up front then I am willing to reimburse you up to the $413.32 for the [redacted] leak claim upon receiving the paid invoice. Please let me know if this will work for you? “
 
On April 25, 2017, the claim was closed as there was no response to the email and the notes do not reflect [redacted] or her contractor had ever called in with a diagnostics. It was never reported from the independent contractor, [redacted] or [redacted] what had occurred between the two. Since [redacted] is still having issues. A representative in this department called an additional network contractor, [redacted] – [redacted] that is in her home town. They have availability to service [redacted] in a timely manner. The independent contractor [redacted] should be contacting [redacted] shortly or she can contact them. The service fee has been waived. Since access had to be made, this would be considered a concealed [redacted] claim and the remaining maximum would apply. Concerning the possibility of mold. Mold is not covered as stated in the Terms & Conditions B-8; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes):..water damage…mold”
 
HBRWC 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.
 
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11424585 by Mr. and Mrs. [redacted]. We have located Mr. and Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) that became effective September 30, 2014 and expired on...

September 29, 2015 along with the applicable air condition claim. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that Mr. and Mrs. [redacted] may have experienced on their air conditioning claim. Our records indicate on April 10, 2015, Mrs. [redacted] reported her upstairs air conditioner is not blowing cold air. Independent service contractor, [redacted] Mechanical (“Air Tech”) was dispatched to the home. They found the system 2 lbs. low on Freon, added the 2 lbs. and tightened the services valves and caps. On July 2, 2015, Mrs. [redacted] reported the air conditioner is not working again. [redacted] was dispatched to the home and added additional Freon. They found a large leak in the evaporator coil and they were authorized to replace the evaporator coil. The system continued to leak but [redacted] could not locate the leak. HBRWC dispatched Latino Heating and Air as a second opinion. The technician found a leak at the condensing coil and had the condensing unit replaced under manufactures warranty. Mr. and Mrs. [redacted]’s Agreement expired on September 29, 2015. If Mr. and Mrs. [redacted] would please refer to their Agreement on page 3; What is the 2-10 HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-10 HBW fails again within the term of the Service Agreement. Service performed within the last 30 days of the Service Agreement will be guaranteed for 30 days.” This is over the 30 day period and the Agreement was not renewed. In addition under the Terms & Conditions, section B-5 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” It is important for Mr. and Mrs. [redacted] to understand that all of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. If Mr. and Mrs. [redacted] feels that the independent contractor, Air Tech’s workmanship was determined shoddy, their dispute is with them and not HBRWC. We request Mr. and Mrs. [redacted] to contact [redacted] directly at [redacted] to resolve this matter. We regret, HBRWC 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 would like to thank Mr. and Mrs. [redacted] for bringing their concerns to our attention as we do take these matters seriously.  Sincerely Office of the President Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on July 11, 2016, [redacted] reported the toilet continues to flush slowly and without enough water power to adequately flush.
Independent service contractor, [redacted] [redacted] was dispatched to the home and reported there is a fresh water restriction in the jet of the bowls and also [redacted] told the technician that the wallpaper guy flushed some of the old wallpaper in the toilet. The contractor was not able to auger the toilet and the toilet needs to be replaced. The claim was denied because foreign objects that are lodged in a toilet are not normal wear and tear. Per the service Agreement in the Terms & Conditions; “We provide service for covered systems and/or appliances: 2. That do not perform there function due to normal wear and tear;” The slow fresh water ports in the bowl were slow and possibly restricted as well. This could very well be eligible because sediment build up is eligible for coverage. The question is, what is making the toilet not to flush adequately? HBRWC final decision was the wallpaper prevented the toilet not to flush adequately.
 
A representative of this company contacted [redacted]. He has replaced the toilet himself. As a resolution, the representative offered his service fee back to put toward the toilet. He accepted the offer.
 
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

Complaint: [redacted]
I am rejecting this response because:I have never received email confirmation showing have warranty in place cost full amt an monthly payment an also , never got hard copy in mail say send out don't get but do get their ridiculous high premiums , 2-10 IS TO MUCH FOR WHAT OFFER BUT COULD , SEND COPY SHOWING WHAT PLAN COST AN ETC AN SEEMS TAKE PREMIUM BUT ALL CAN DO , THEY DID OFFER AN ACCEPT AMT GAVE FORREF BASED ON MODEL NUMBER , AN FEEL SHOULD BEEN AMT STATE ON LINE READ , REFRIGERATOR WAS 2200 READ THAT AFTER , AFTER OFFER SMALL AMT , I BE PLEASE GET COPY SHOWING PREMIUM AMT PER MONTH BILLING TO M YCARD AN AN TOTAL COST , ASK HOW GO ABOUT PAY THE BILL SAY FIND SOMETHING SIMLIAR TO WHAT GOT , OKY AN ,AN ONE THING FIND FAULT IN 2-10 THEY SEND OUT COMPANIES HAD BAD MARKS WITH Revdex.com HERE IN COLUMBIA SC EVERDAY HEATING AN COOLING BEEN HERE FIVE TIMES , THIS COMPANY , HAD COMPLAINT AGAINST THEM NEVER RESPOND TO Revdex.com ,AN , AN TOME BAD MARK , DONT FOLLOW UP WITH THEIR WORKERS SEND OUT CHEAPEST PEOPLE CAN , MANY COMPANIES WANT DO BUSINESS WITH THEM,AN THIS COMPANY CAME AT SIX PM DINNER PUT ICE BREAKER ARM BREAKER ON IT MOST NON PROFESSIONAL PEOPLE EVER REASON PRIVATE COMPANIES WANT TAKE THE CLAIM HAVE SPEND TWENTY MINS ON PHONE TO THEM BEG PAY THEM, I SORRY BUT 2-10 NEED IMPROVE FROM CUSTOMER SERVICE REP TO SEND IN OUT PEOPLE TO HOME NEED REALLY SCREEN AN TRY GET REPUTABLE COMPANIES , SORRY BUT MOST HOMEOWNERS WANT REPUTABLE PEOPLE IN HOME , NOT SOME PERSON CANT WORK PROFESSIONAL FIX RIGHT FIRST TIME AROUND NOT TAKE SO LONG DISAPPOINTMENT IN THE COMPANY TAKE OVER MONTH ON THIS MATTER AN DONT CARE ,, APOLOZY ISNT SOLVING PROBLEM NOW SAY TWO WEEKS GET SMALL CHECK , WILL ASK BANK HOLD CHECK HAVE NO CLUE IF HAVE FUNDS FOR IT OR IS WORTHLESS CHECK,, THANK YOU ,,,,,,IN FUTURE , IF CAN GET SOMETHING REPAIR LESS THAN DEDUCTIBLE 100 GO THAT ROUTE FOR PEOPLE SEND TO MY HOME NOT BEEN PROFESSIONAL AT ALL ,,, THIS COMPANY CARE LESS  MORE INTERESTED IN FIXING COMPRESSORS ,RAN LATE THAT NIGHT ,, CARE LESS HOW INCONVIENCE WAS AT DINNER HOUR ,,, NEED FOLLOW UP , CALL TECH WHILE AT CUSTOMER HOUSE AN SEE HOW THINGS GOING CHECK UP RANDOM ON THEIR COMPANIES HIRE GO OUT , ,,BEGIN THINK ALL WARRANTIES COMPANIE ARE SAME USELESS, HAVE IN PLACE... SHOULD PROVIDE HOTEL ROOM IF EVER NEED THEM FIX AIR OR HEAT HEATPUMP, THEY LIKE TO ARGUE AN HOPE LAST YEAR EVER DEAL WITH THEM,  UNLESS SEE BIG IMPROVEMENT ,
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 August 3, 2016, [redacted] reported his air conditioner will not turn on.
Independent service contractor, [redacted] was dispatched to the home and reported the compressor has locked up internally. Mr. [redacted] air conditioning system is under a 5 year manufacture warranty for equipment. The contractor was authorized the labor to replace the compressor under manufactures warranty. On August 11, 2016, the contractor reported the install is complete and the system was operating correctly. On August 15, the contractor called in and confirmed the compressor was installed but the system has low suction pressure. He checked the entire system and there are no leaks. The ac is cooling and running fine. The issue is with the air flow which is controlled by the zone control system (Sensa Green Energy Management System/Zone Equipment). Zone control systems and energy management systems are not eligible for coverage. If Mr. [redacted] would please refer to his Agreement under the Terms & Conditions under AIR CONDITIONING AND HEAT PUMP; Excluded: “zone control systems…energy management systems.”
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced. We regret that we cannot be of further assistance in the repair of the zone control system. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We value his business and we look forward to serving his 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 [redacted]’s last Agreement had expired on February 9, 2017 and she did not renew. On April 6, 2017, [redacted] signed up for a new Agreement. There was a 2 month lapse between Agreements. On the same day as the new Agreement went into effect, a dishwasher claim was placed online as “Touchpad not working, not advancing through cycles, not draining, over-level water error. The independent contractor, [redacted] was dispatched and reported “all the light were flashing and not working. I tested the power and found that it is an internal short.  The dishwasher is not allowing the unit to go into testing mode. I am not able to repair the unit because I cannot tell what the failure is.” The only other claim found involving the dishwasher was on February 2, 2016 where a plumber made a repair on the plumbing line to dishwasher connection.
 
Since the failure was on the same date as the Agreement effective date, the dishwasher was determined not eligible for coverage as it was not in good working order on the effective date of the new Agreement. This is located in the Agreement under the Terms & Conditions; 3 “are in place and in good and safe working order at the beginning of the service period.”
 
We apologize to [redacted]’s experience with our customer service representative.  We take these accusations seriously and can assure her that it is not acceptable for anyone to be rude. This matter will be investigated internally. Due to [redacted]’s dissatisfaction with the contractor, [redacted]. This information has been passed along to our contractor relations department to investigate and address the contractor. For this reason, we have reimbursed [redacted]’s service fee. It will take approximately 10 to 14 business days to receive the check.
 
We regret that the dishwasher is not eligible for coverage and we cannot be of further assistance in this regard. We value her business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:
If I hadn't sent in this complaint I would not have received back the $500 in over charges. How many other claims and people have you all overcharged.  Just like the sales rep lying and telling me if I upgraded and paid more money everything would be included in any future problems with my systems. I think you should play the recorded call to the Revdex.com so they can determine your faulty practices and overcharging and lying. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  our heat is STILL NOT FIXED!!!  We filed this original claim in November 2017.  Suppsedly, it is was escalated to an "emergency" 12/22/18.  Of course, who knows if  this is true because NOTHING 2-10 says is true.  Their claim they are not reponsible for "delays in parts" is simply ludacrous.  This is was more than a delay in parts, it's been four (4) months since we filed the claim and this is the 2nd contractor.   There has not been a four (4) month delay in parts!!!  Instead, they sent out a  contractor who did not know how to fix the problem and had to come out seven (7!!!!!!!) times before 2-10 would admit there was an issue with that contractor and would assign us a new contractor.  This delay therefore, is 100% their fault.   In addition, they have now assigned yet another incompetnent and unresponsive contractor.   This is the first we have heard of any "family emergency" with this contractor.  We have left messages and they called on 1/31/18 to say the part "was delayed".  No explanation, no timeframe given.  We have attempted to contact them since with no success.  We've had 2-10 contact them while we were on the phone, no success.  So, not sure who the 'field manager" is that contacted them, but again...this is news to us.  Once again, the delays ARE the fault of the 2-10 and their refusal to use comptent contractors.  Pretty ironic how the first contractor had "emergencies, truck broke down, etc" and all sorts of excuses for their multiple delays and now this contractor is having the same.  Hm??? We just want this fixed, immediately.  So glad they "sympathize with the elderly" but I wonder if they would let their "elderly mother" live four months with no heat in sometimes single digit temperatures?  Somehow I doubt it.  This claim was escalated to emergency status on 12/22/18 (at least accordining to one of the many, many, many phone operators we've had to deal with), so just imagine if it wasn't.   (sarcasm of course).Obviously consumers are not the focus of this company and their "business model" is to do nothing until the consumer gives up and goes away.    Just fix the problem and provide the service we PAID YOU FOR!
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 April 26, 2016, [redacted] reported her dryer is not drying. Independent contractor [redacted] was dispatched but the customer has a security gate and did not want to wait. [redacted] was sent another dispatch and there report was too vague, they just reported there are failures and possibly repairable. [redacted] had called in and told us the technician said it was the motor and it would need to be rebuilt due to parts are no longer available. The technician took the motor with him. There were many attempts to contact [redacted] but they were unresponsive or would tell us they will have the technician call in. They were sent to our contractor relations department to address. On June 1, 2016, [redacted] stated [redacted] came out and completed the repairs and the dryer is still not working. Again we tried to contact [redacted] for status but they were unresponsive. On August 8, 2016, [redacted] called and had replaced her dryer and was seeking reimbursement. A supervisor spoke to [redacted] a replacement buyout of the dryer and she has accepted the offer.
 
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 [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond. The invoices have been received.
 
Our records indicate on June 20, 2016, [redacted] reported a concealed pipe leak. There is a $500 maximum dollar limit on concealed leaks as stated on page 5 of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: Concealed/concrete encased water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” The maximum dollar limit is less the $100 service fee as explained in the Terms & Conditions A.2.a. “If we elect payment, the amount will equal the lesser of: (iii) DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” $400 is being reimbursed to [redacted].
 
A claim was placed for a stoppage. The invoice is for $362.67. $56.75 of the invoice was for a pipe shield and not eligible for coverage. The eligible portion of the invoice is $305.92 less the $100 service fee. $205.92 being reimbursed to [redacted]. The checks were overnighted on August 29, 2016. A manager has emailed [redacted] and has not heard back from her. If [redacted] has any further questions or concerns, we encourage her to reply to the manager’s email.
 
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 President
Home Buyers Resale Warranty Corporation