2-10 Home Buyers Warranty

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]

Complaint: [redacted]
I am rejecting this response because:
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.
 
[redacted] had her own contractor out. Her contractor’s diagnostics was received and it was reported there were workman issues that should be addressed. This prompted our contractor relations department to dispatch another contractor to check [redacted]’s workmanship. The contractor found many issues. The contractor was authorized to correct [redacted]’s work. After [redacted]’s allegations that [redacted] was not licensed and insured. It was found that the contractor let their license expired. Their insurance is still in force. The contractor has been dismissed.
 
In [redacted]’s desired settlement, she is requesting a refund of the out of pocket costs paid to [redacted]. Our contractor relations department has agreed to this. A representative of this department contacted [redacted] to discuss all of her concerns. She has agreed to the refund and found this satisfactory.
 
HBRWC would like to apologize for any inconvenience and delays caused by [redacted]’s. We strive to make the service a seamless process for our customers and recognize improvements needed when we or the network contractors fall short.
 
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 11802352 by Mrs. Henderson. We have located Mrs. Henderson’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records do not indicate a cancelation was received by Mrs. [redacted] on November 11, 2016. This was reviewed by our accounting department and the $93.35 has been refunded. If Mrs. [redacted] has any further concerns. She can contact our accounting department at ###-###-####
 
HBRWC would like to apologize for any inconvenience Mrs. [redacted] may have experienced. 
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Revdex.com:I have been in contact with [redacted] (2-10) to resolve the issue, their providers were not able to respond in a reasonable and timely matter so I went out of their network.2-10's customers service would not pay the full amount for out of network but after I brought that to Ms. [redacted] attention she covered the difference. She was prompting me for a progress report, and wanting to make this a positive solution for me. The issue has been resolved and I thank Ms. [redacted] for keeping in close contact to resolve it.
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 ("2-10 HBW") is in receipt of the rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
Our records indicate the independent contractor, [redacted] [redacted] was dispatched. On January 29, a representative contacted MD and they reported the defrost board and sensor had failed and both parts were ordered. The defrost board has been received and the sensor is scheduled to arrive on January 31. When a new contractor is dispatched, the claim starts over and this does delay the claim. The contractor supplies and orders their own minor parts. The 2-10 HBW Field Service Manager contacted [redacted] . She was advised that they have received both parts, however there has been a family emergency and they will not be able to install the parts until next week. The unit is heating. We do empathize the elderly but there are some things out of our control. We have no control over labor issues and parts orders as stated in the Agreement under 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.”
 
Mrs. [redacted]’s service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the check.  In regards to Mrs. [redacted] request to receive the $479 she paid for the Agreement. The only way any portion of the Agreement can be refunded is if she cancels her Agreement. The Agreement has been in effect since August 11, 2017 and past our Thirty-Day Guarantee to receive a full refund. We would be disappointed if Mrs. [redacted] decided to cancel her Agreement. If Mrs. [redacted] is considering cancelling her Agreement with 2-10 HBW, she may send a written request to [email protected]. The Agreement would be cancelled as stated in section H of her 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 [email protected])... 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.”
 
We are sorry Mrs. [redacted] did not receive the quality service that she expected as 2-10 HBW is committed to providing superior home warranty protection and customer service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Our records indicate on April 22, 2016, [redacted] reported the air conditioner is not blowing cold air. Independent service contractor, [redacted] was dispatched to the home to evaluate the air conditioner. [redacted] and [redacted] were not able to get a hold of [redacted]. We...

only received a voice mail. We offered [redacted] to contact her own out of network contactor if she did not want to wait any further. She was explained the out of network contractor process. Her out of network contractor called in and it was found his costs were somewhat higher than our in network contractor. When all said, [redacted] spoke to a supervisor and she agreed to a repair buyout as well as a concession to help compensate the cost her contractor is charging. We apologize to [redacted] for the negative experience she has had concerning the delay of her air conditioning claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. All of the contractors that are utilized by [redacted] are independently owned and operated. We acknowledge the delay that occurred by the in-network contractor was preventable and we are having this matter internally investigated so we may make corrections and continue to improve our service. We would like to thank her for bringing her concerns to our attention as we do take these matters seriously. We look forward to serving his future warranty needs. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: 11298062
I am rejecting this response because: The business did not explain the reason why its employees, mainly [redacted], informed me that they could retroactively apply the coverage. I did not receive the upgrade requests before the January 13 deadline. The business also did not address the issue of me calling on 2-29-16, informing customer service there was an issue and I had not received the upgrade requests until the end of February. At that time I was informed that a supervisor would return my call. Obviously they did not. The supreme protection could've been added back in February, before my service requests, and thus repairs would be covered. Finally the business did not address the unprofessionalism of the female agent who told me I was not allowed to speak to a supervisor and that only 2-10 representatives can speak to the supervisors. She also explained that it was my responsibility to follow up on my phone calls, regardless of what I was told by customer service agents. I agree with what the business responded but they did not address my key concerns. The out of pocket repairs are not the issue, the misinformation and bad business practices are the issue. I will be seeking legal counsel if these issues are not addressed and resolved in an agreeable fashion. 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 July 31, 2016, [redacted] reported his faucet has a continuous drip. The first contractor has been sent to our contractor relations department to investigate and address due to [redacted]’s dissatisfaction. It was found that the PRV also had failed and needed to be replaced. The contractor has been authorized to replace the PRV and the stems. As a goodwill gesture, [redacted]’s service fee has been reimbursed. It takes approximately 10 business days for him to receive the check.
 
HBRWC apologizes to [redacted] for the experience he has had concerning the contractor and the delay to his claim. 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. 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 agree with most of the response and their proposed resolution; however,  will not consider this manner closed until the payment has been received. The desire/willingness to resolve the issue in the past was not the issue. The follow through has been the issue so once we receive the check, I will inform the Revdex.com that the manner has been resolved.
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 6, 2016, [redacted] reported his refrigerator is not cooling.
Independent service contractor, [redacted] was sent the dispatched and had a scheduled appointment with Mr. [redacted] on July 11, 2016. The technician reported the evaporator fan motor had failed. The contractor ordered the part on July 13, 2016 with an eta was July 21, 2016. The contractor did not get back to the home until August 3, 2016 to install the motor. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable. The contractor has been sent to our contractor relations department to investigate the delay and address the contractor.
 
HBRWC apologizes to [redacted] for the experience he has had concerning the delay to his claim. We are understanding of his situation and have refunded his service fee. 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 Mr. [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Mr. [redacted] is not listed on the Agreement....

Thank you for the opportunity to review and respond.
 
Our records indicate on August 31, 2016, a water heater claim was submitted online as not producing hot water. The independent service contractor reported the water heater is deteriorated and leaking. This was sent to our parts inquiry department. The inquiry department found this was a [redacted] Heater system that also services the heat of the home. Under the Agreement on page 4, under Heating; “DOLLAR LIMITS PER SERVICE AGREEMENT: • Steam, hot water heat or hydronic system- $1,500.” The remaining maximum of $1,425 was offered to [redacted] as the replacement of this style water heater that also assists in heating the home would exceed $1,500 maximum. [redacted] understood and accepted the remaining buyout amount and the check was processed.
 
On October 13, 2016, a separate heating claim was called in as not reaching the desired temperature. The independent contractor reported the water coil is leaking and the water pump has failed. It was not noticed that this was the same water source heating system as the August 31, 2016 claim where [redacted] took the buyout and the maximum had been reached. The $200 for the space heaters was refunded to [redacted].
 
We do apologize it was not noticed that the water source system was no longer eligible for coverage when the second claim was submitted. [redacted] understood and accepted the buyout for the water source system on the first claim. In Mr. [redacted]’s desired settlement, he would like reimbursement for the replacement of his system. This is a Limited Service Agreement which is intended to reduce the amount of out or pocket expenses for mechanical breakdown for homeowners only. This is stated in the Agreement, under the Terms & Conditions, section B-5 which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
We regret that HBRWC will not be offering any further compensation as the buyout was accepted and the claim maximum has been reached. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:I am glad the business finally decided to believe me and pull their records to see in fact I did attempt to work with them. Previously they denied all records of me contacting them. Only after proving the conversation did exist did they try to find the records.I do agree with the record of the conversation but still content it was not clear we had to send the write-up prior to repairs..  We were in the car traveling and on speaker phone during the conversation and remember all of the points in the conversation except the part about sending the info before the repair. We did indeed have the contractor write-up the diagnosis per the representatives instructions and we were prepared that the company would have to verify with their own contractor and that there may not be full coverage but we did not catch the part about "before the repair". This is likely evident if the entire transcript was provided. We did indeed contact our contractor and had them do the work with a full report.Regardless, it is clear the company is not interested in the true spirit of the warranty and resolving the issue rather would prefer to hide behind the technicality.I have already paid for all repair work and will not be pursuing this matter further other than to consult the realtors association as this company obviously is taking advantage of the buyer/seller transaction without a real desire to remedy problems.
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]

Initial Business Response /* (1000, 5, 2015/08/10) */
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 for the delay [redacted]...

[redacted] experienced on this service request. We strive to provide all of our customers with fast and reliable service and anything less is unacceptable. This matter we be investigated internally.
Our records indicate that [redacted] set up an air conditioning service request on May 26, 2015. HBRWC dispatched the request to independent service contractor, [redacted] & [redacted] reported on May 28, 2015 that the failure was due to a faulty compressor. HBRWC authorized [redacted] to replace the compressor. After having to re-confirm equipment information with [redacted] HBRWC ordered the compressor on June 9, 2015.
On June 22, 2015 [redacted] reported the part was too tall and would not work with the system. After working to obtain better part information from Eico, we placed a second order on June 29, 2015. On July 9, 2015 Eico reported that the second compressor was defective. We ordered a third compressor at Eico's request on July 10, 2015 and on July 15, 2015 they reported that one was also defective.
At this point, HBRWC thought it would be best to send out a 2nd opinion to evaluate the failures as two brand new compressors were defective. HBRWC dispatched independent service contractor, South Home Air ("South"), who serviced on July 16, 2015. South advised the compressor was improperly wired and the unit needed a new run capacitor and additional refrigerant. South was able to complete the work that same day and Ms. [redacted] confirmed the system was working.
It is clear that the circumstances surrounding Ms. [redacted]'s service request were issues with obtaining correct information and waiting for parts to arrive. Per Section B-9 of Mrs. [redacted]'s Limited Home Service Agreement ("Agreement"), it 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."
Despite not being liable for parts delays, when HBRWC decided to dispatch the service request to South as a 2nd Opinion, we had offered Ms. [redacted] $150.00 as a gesture of goodwill to acquire temporary cooling, such as fans or window unit, while we continued to seek resolution with her air conditioning system. We are still awaiting a receipt or invoice for this temporary cooling and will be happy to reimburse when once received. As an additional goodwill gesture and not admission of liability, we are authorizing the reimbursement of her $100.00 service fee. Ms. [redacted] should receive a check in the mail in the next 10-14 business days.
We thank Ms. [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,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: this response  does not address the unfounded cost that I was quoted. premium  coverage or not the additional items that I was advised that I needed were not necessarily. also the statement that they were unaware that my hot water tank was only 3 years old is incorrect because I told them how old it was.
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 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 October 30, 2016, Mrs. [redacted] reported online that there is a gas leak at the main pipe behind the stove. The independent contractor, [redacted] was dispatched to the property. On November 9, 2016, the contractor reported “online” the technician replaced the pressure regulator and sealed it with pipe dope to make sure gas did not leak. They have reported the repair is complete.
 
HBRWC apologizes to Mrs. [redacted] for the frustration and inconvenience she has had concerning the contractor not making the repair sooner as well as their unprofessionalism. Since the contractors are independently owned and operated, HBRWC does not have full control over their schedule. Due to Mrs. [redacted]’s dissatisfaction with [redacted], her complaint has been forwarded to our contractor relations department to investigate and address the contractor and their rating with the Revdex.com. We also apologize for the customer service department not following up with her on the status of her claim.
 
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; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We regret we will not be offering compensation for food to Mrs. [redacted] as we are not liable for such expenses.
 
In regards to Mrs. [redacted]'s request to cancel her Agreement, HBRWC apologizes that her experience has led her to this decision. If she would like to cancel her Agreement with HBRWC, she may send a written request to [redacted]. The Agreement would be cancelled as stated in section H. of her 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, unpaid charges and a $25 processing fee.” We regret that we cannot offer a full refund of his Agreement. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. 
 
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 21, 2016, [redacted] reported her air conditioner was not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and found the compressor had shorted out an recommended replacing the compressor. The contractor was authorized to do the work and the compressor was ordered.   On June 28, 2016, [redacted] called in stating [redacted] was under the impression that she was getting a full system replace. It was explained to her that they had only called in the compressor as the only failure. It is not noted that they recommended system replacement. We do apologize if the contractors did state this to her. If [redacted] would please refer to section B-1 of the Terms and Conditions; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” HBRWC does take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours. The contractor has reported the work is complete and the system is operating correctly. If the same issue occurs within the warranty period, [redacted] can set up a recall to evaluate the air conditioner further.   HBRWC would like to apologize for the hold time [redacted] had experienced. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  We value her 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 inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”). Thank you for the opportunity to review and respond....


 
2-10 HBW apologizes to Mr. [redacted] if he was dissatisfied with the independent contractor 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 contractors performance, the contractor is sent to our contractor relations department to review and address the contractor. Due to Mr. [redacted]’s frustration with the contractor, his service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the check.
 
In regards to Mr. [redacted]’s request to cancel his Agreement, we apologize that his experience has led him to this decision. If Mr. [redacted] is still considering cancelling his Agreement with 2-10 HBW, he may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of his Agreement, which states:  “You may cancel this
Service Agreement at any time and is non-cancelable by us (send your written request to us at [email protected]) … MONEY BACK GUARANTEE: The Service Agreement may be cancelled within the first 10 days for a full refund, less any claims paid. After the first 10 days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $25 processing fee.” Mr. [redacted]’s Agreement went into effect April 25, 2017 and as such, we cannot offer the full reimbursement of the Agreement. 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
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 6, 2016, [redacted] reported her air conditioner is leaking water and not cooling. On July 7, 2016, [redacted] called in on status of a contractor. The representative called numerous contractors in the area and found the in-network service contractors that were contacted were booked and would not be able to service in a timely manner. There was one contractor, Dolce Heating & Cooling that was dispatched but had not yet responded to [redacted]. The representative offered to have [redacted] wait for Dolce H&C or she could contact her own out-of-network contactor. She chose to use her own contractor. The out-of-network guidelines were set up for her but apparently she did not receive them the first time. She called back later that day and they were sent to her email address:   “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: [redacted] (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.” After the guidelines were sent to [redacted], there has been no further activity on this claim. A representative of this department has called [redacted] and a voice mail was received. A message was left that also provided a direct contact.   HBRWC apologizes to [redacted] for the experience she has had contacting our customer service department. When there is a heat wave throughout the United States, this can create higher than normal call volume in the call center. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service. We value her business and look forward to hearing from her soon.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response. We are not obligated to offer any compensation for consequential water damage. Pursuant to Section B-5 which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage. We regret we will be unable to compensate her for the property damage.
 
I would like to let [redacted] know that the contractor relations department has contacted the contractor and according to the contractor, a claim has been initiated with their insurance company.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation