2-10 Home Buyers Warranty

Initial Business Response /* (1000, 5, 2015/08/05) */
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on July 7, 2015. Thank you for the opportunity to review and respond.
We do apologize...

for any frustration or inconvenience [redacted] may have experienced during the service request handling process. The repair, resolution time frame and customer service issues [redacted] mentioned have been investigated further internally by our company to enhance our service request handling process.
In the inquiry [redacted] mentioned she was informed that a repair company would contact her but one did not, that the company dispatched was unable to respond for a week, that her service request was mistakenly cancelled, that about a week into the service request she had not received a repair update, that Low Country's Best Heating and Air did not have a valid address and may not be a legitimate company, that after the compressor was replaced another air conditioning system was not cooling, that a past refrigerator service request was not resolved and resulted in hardwood flooring damages, [redacted] requested a full refund for the cost of the Limited Home Service Agreement ("Agreement") for the 2015 coverage year, that HBRWC forced [redacted] to utilize the company that was dispatched for her service request, that both air conditioning systems were unusable, that [redacted] requested her service fee of $75.00 to be reimbursed and to be refunded $158.00 for the diagnosis cost she paid to an independent out of network contractor.
Careful review of [redacted]'s service request for her air conditioner revealed it was placed with our company on July 1, 2015. We dispatched [redacted] & [redacted] LLC, an independent in network service contractor, and they updated HBRWC that they were scheduling [redacted] on July 3, 2015. On July 2, 2015, we cancelled the dispatch with [redacted] & [redacted] when [redacted] contacted us to update that the service contractor could not respond for another week and that she had located an independent out of network service contractor to respond sooner. We received the diagnosis from the independent out of network service contactor [redacted] and ** on July 2, 2015, that the compressor had failed and needed to be replaced. [redacted] and ** quoted their cost of $1585.00, for replacing the compressor. We offered [redacted] a reimbursement per our cost to replace the compressor with an independent in network service contractor pursuant to the Agreement section D2b; "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. We are not obliged to extend such an offer in any particular instance, and you are under no obligation to accept such an offer, which may be in the event one has been extended. Such offers are typically made subject to restrictions." [redacted] declined this offer and we, again, dispatched [redacted] & [redacted] LLC to respond. We received the diagnosis from [redacted] & [redacted] LLC on July 3, 2015, that the compressor had failed and needed to be replaced. We authorized [redacted] & [redacted] LLC to replace the compressor and updated [redacted] that the non-covered costs payable to the service contractor were $158.00. After [redacted] accepted the $158.00 in non-covered costs, we submitted the order request for the compressor.
In regards to [redacted] mentioning she had not received updates within a week of the service request date, our review revealed there had been multiple conversations and contacts with [redacted] throughout the course of her service request.
[redacted] mentioned she was not able to verify if [redacted] & [redacted] LLC address was valid and if they were a legitimate company. Although we can certainly understand that contacting them on a website or physical address may increase communications and information available, HBRWC does not require independent in network service contractors to utilize websites. We did perform an internet search for [redacted] & [redacted] LLC and confirmed a physical address of [redacted] in [redacted] The search also demonstrated they have been in business since 2006.
Ms. [redacted] mentioned that after the compressor was replaced the air conditioning system was not functioning. We dispatched [redacted] Best [redacted] & [redacted] LLC for a possible recall on July 8, 2015, and the service contractor diagnosed that a condensing fan motor had failed and we authorized the repairs. On July 9, 2015, Ms. [redacted] contacted us that a second system was not functioning properly. We dispatched Davis Climate Control, Inc, an independent in network service contractor, to respond. The service contractor was authorized to adjust refrigerant levels.
Regarding the refrigerator service request XXXXXXX, Ms. [redacted] mentioned, we agree to review the invoice for these repairs. We ask for Ms. [redacted] to send the repair record invoice to us at [redacted]@2-10.com for review. We additionally request Ms. [redacted] to confirm her preferred mailing address for any reimbursement considerations and include pictures if applicable.
Ms. [redacted] requested a full refund for the cost she paid for the Agreement warranty terms of July 25, 2014 through July 24, 2015. Pursuant to the Agreement section I 4 and 5; "4. If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the Agreement. 5. MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the service period, you may request cancellation in writing, and we will return the full purchase price to the party purchasing the Agreement.
[redacted] residents: Cancellation for nonpayment of premium is effective no sooner than ten days after delivery or first class mailing of a written notice to the policyholder and 30 days for all other cases." We apologize that [redacted]'s cancellation and refund of the Agreement is past the allowable time frame of the first 30 days for the consideration of a full refund.
We additionally reviewed the information regarding [redacted] mentioning being forced to utilize the service contractor, company, dispatched by HBRWC. [redacted] was offered the independent in network service contractor, [redacted] & [redacted] LLC, on July 1, 2015. As aforementioned above in the fourth paragraph on July 2, 2015, we were informed by Ms. [redacted] that she had located an independent out of network service contractor to respond. It appears that [redacted] was provided the options to utilize an independent in network service contractor as well as an independent out of network service contractor at her option rather than being forced as she mentioned.
[redacted] had mentioned that her air conditioning systems were unusable. When service request(s) are placed with our company for eligible systems not functioning as intended there can be a time frame that they are unusable. As aforementioned above, we strive to provide fast and reliable service to all our customers and the repair, resolution time frame and customer service issues [redacted] mentioned have been investigated further internally by our company to enhance our service request handling process.
We reviewed [redacted]'s request to be reimbursed her service fee of $75.00, and being reimbursed for $158.00, for the independent out of network service contractor diagnosis cost. We agree to a goodwill gesture of reimbursing her service fee of $75.00, and the $158.00, out of network service contractor diagnosis cost.
We thank you for your understanding concerning this matter. We do take these matters very seriously and we thank [redacted] for bringing these concerns to our attention.
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 7, 2017, [redacted] reported online a leak with a continuous drip. The Independent service contractor [redacted] was dispatched to the property and reported “the front side hose bib is leaking. It is leaking from the body itself and only leaks when it is turned on. The leak is due to freezing.” Per 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 (whether acting alone or in sequence or concurrence with any other cause or causes)…freezing”. [redacted] was notified by voice message that freezing was not eligible for coverage.
 
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. We do take every contractor’s diagnostics serious regardless if there in our network or out of our network. If [redacted] is interested in locating her own contractor to diagnose the hose bibb. We ask her to have the contractor call in prior to the repairs being made as there are guidelines for using a contractor out of our network. [redacted]’s home is a recently built home. She may want to contact the builder first to see if they will do anything for her.
 
We do apologize, at this time, we could not 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 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 Mrs. [redacted].
 
We would refer Mrs. [redacted] to our previous response in which we indicated 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. When a contractor states that a water heater needs to be bought up to code and modifications need to be done in order to accommodate the new water heater, we accept this because they are licensed professional plumbers. The non-covered charges that the independent contractor charges a customer is beyond HBRWC’s control. We do expect there non-covered charges to be within reason. If Mrs. [redacted] feels the contractors costs are not justified, unfounded or not necessary, this would be something Mrs. [redacted] would want to discuss with the contractor. The contractor could give her the details of the work to be done and would be able to put the costs in perspective. The breakdown of the non-covered charges the contractor had given us.
 
$450 pipe modifications/code
$195 expansion tank (code)
$ 75 drain pan (code)
$ 75 disposal of old water heater
---------
$795 total charges
 
Per 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 5 of the Agreement under Plumbing. Disposal fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. As stated in our previous response, code coverage is only eligible when the Supreme Protection option is purchased.
 
Concerning the water heater possibly being under MFW. If the water heater was under MFW, the representative missed it and calculated the cost of a water heater in the buyout. The buyout would have been less the water heater cost. Mrs. [redacted] mentions premium coverage. Her agreement is base coverage only. She did not purchase the Supreme Protection option. If Mrs. [redacted] has any further questions referring to her refund, she can call ###-###-####, and an accounting representative would be happy to assist her.
 
We regret that we cannot be of further assistance in this regard. The buyout was accepted. The back of the buyout check is stamped as a full and final settlement. Mrs. [redacted] had decided to cancel her Agreement with us. We respectfully request the Revdex.com to consider this matter closed.
 
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 air conditioner claim. Thank you for the...

opportunity to review and respond.   Our records indicate on June 11, 2016, [redacted] reported the air conditioning fan seems to shut off and when it is on, there is no flow through the vents.   Independent service contractor, HVAC Repairs was dispatched to the home and reported there was a problem with the draining and repaired it. [redacted] called in and said the problem is still not fixed and he preferred to use another company because he was not impressed with the first company. A dispatch was sent to a different contractor. . A representative of this department called [redacted]. He has a scheduled appointment with the contractor today. He will not be canceling his Agreement but instead will let it lapse. We acknowledge his statement concerning the back ground checks on the independent contractors. A stern criteria of the contractors we use is to provide our customers with fast, reliable and professional service. They are all licensed & insured   HBRWC apologizes to [redacted] concerning his hold time with the customer service department. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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, 2017, [redacted] reported she has 2 air conditioner, her main living room air conditioner is not blowing cold air. The independent contractor, [redacted] was sent the dispatch. According to [redacted] just added refrigerant and did not fix the issue. [redacted] did not file a report with HBRWC. [redacted] requested a different contractor. On August 3, 2017, the independent contractor, [redacted] was contacted and they could service [redacted] right away. [redacted] from [redacted] advised online that as the technician was driving out to the homeowner’s house, she called and said the system is running and cooling, so [redacted] closed out the work order. On August 17, 2017 she requested another work order open but she was not able to get a hold of the contractor. The independent contractor, Hero’s was dispatched and found the system void of refrigerant and a restriction in the [redacted]. There were not able to detect a leak. The Technician called in with pricing that was way over their agreed pricing with HBRWC. The technician said he will have the owner call in. The owner did call their field service manager requesting to increase their pricing. Their cost was way out of line compared to other network contractors in the area. Hero’s was not following their agreed contract with HBRWC. The independent contractor GI Mechanical was able to service in a timely manner. They found the same issues and were authorized to make the repairs and reported the work is complete. Due to the issue we had with the contractor, we have refunded [redacted]’s service fee. It will take approximately 10 to 14 business days to receive the check.
 
HBRWC apologizes for the inconvenience and delays caused by the contractor assisting with the service of the air conditioner. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. We try to make the service a seamless process for our customers and recognize improvements needed when the contractors or the service representatives fall short.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the [redacted] at [redacted] Corporation ("[redacted]") is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]'s Limited [redacted] 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 November 5, 2015, [redacted] reported there was a leak below the bathroom sink causing the ceiling below to fall away and she heard dripping after the sink was turned off. The independent service contractor [redacted] ("[redacted]") was dispatched to the property to evaluate the claim further.
On November 6, 2015. [redacted] cut a 12"x12" hole in the ceiling and found the shower strainer was the source of the leak. In order to complete repairs, 3 feet of pipe would also need to be replaced. [redacted] regrets that strainers are specifically listed excluded under the [redacted] Trade Section located on page 5 of the agreement. In addition, per the Terms & Conditions section B 6 is states. "When it is necessary to open walls, floors or ceilings to perform a covered service, we will restore surfaces to a rough finish only."
Since the strainer was not a covered service, restoring the drywall hole was not eligible for coverage. As a gesture of goodwill, [redacted] offered [redacted] $75 to put toward the repair of the drywall.
In her complaint, Ms. [redacted] stated that "the leak was fixed without replacing the strainer". Since the failure was not eligible for coverage, [redacted] has no knowledge of any repairs that may or may not have been made outside of our company and the coverage set forth in the Agreement. A representative of [redacted] has reached out two call the customer to request information, however, we regret that the telephone number on file ([redacted]) states that the voicemail box is full and cannot accept new messages.
[redacted] does take [redacted]' concerns seriously and would like to discuss this further with herself or any contractor that she obtained. We request that she contact or company by calling [redacted] and asking to speak with [redacted]. While her claim is not eligible per the information currently available, [redacted] is happy to review any new information which may affect this decision.
[redacted] would again like to apologize for any inconvenience [redacted] may have experienced. We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously. We look forward to serving her future [redacted] needs.
Sincerely
[redacted]
Office of the [redacted]
Home [redacted] Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the complaint submitted under case number [redacted] by [redacted].  We have located the customer’s 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] experienced during the claim handling process.  We acknowledge her statements regarding the customer service which she received.  We have reviewed the claim notes and determined the names, times, and dates of the individuals she spoke with so we may review further and have this matter addressed.   We further apologize for any delays that occurred.  On May 23, 2016 HBRWC received a diagnosis from the independent service provider and ordered a replacement evaporator coil and thermal expansion valve per that contractor’s report.  This order showed as being processed by the supply house, but due to an error the parts were not shipped to the contractor until June 6, 2016.  The contractor installed the evaporator coil once he received the equipment.  While section B-9 of [redacted]’s Agreement does state that we are not liable for delays beyond our control including part delays, we none-the-less recognize this was a great inconvenience to [redacted] and apologize on behalf of the manufacturer that this occurred.   Our records indicate that [redacted]’s repairs were completed on June 13, 2016.  On that date, [redacted] contacted HBRWC to request reimbursement of $700 spent on fans and portable air conditioning units.  As [redacted]’s complaint states, she was advised that HBRWC would review her request, but we could not offer any payment unless she submits receipts and invoices documenting what was purchased and the amounts.  We apologize for any inconvenience in this regard.  However, as a company that is regulated by the Colorado Division of Insurance, we are required to show documentation such as invoices and receipts for any dollar amount we pay to a customer or a contractor.  As such, it would not be possible for HBRWC to offer [redacted] any kind of remuneration without having supporting evidence.  We apologize that we cannot be of further assistance in this regard.  Should [redacted] locate any receipts, they may be submitted to [redacted].   We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters very seriously.  As stated above we will review and address her complaints regarding the customer service she received.  In the meantime, we look forward to serving her future warranty needs.   Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here...

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 17, 2017, [redacted] reported online his air conditioner is not cooling. The independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner further. On June 26, 2017, [redacted] reported the compressor and the condensing fan motor had shorted. The contractor was authorized to replace the HBRWC supplied parts. There were $400 in out of pocket costs for [redacted], modifications to the line set to accommodate the new compressor and electrical modifications. These items are not eligible for coverage per the Agreement under the Terms & Conditions; B-1 “When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or color”. 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 for the cost of construction or carpentry needed because of different dimensions.” [redacted] accepted the $400 out of pocket charges. The parts were ordered and were shipped to [redacted]s shop.
 
On July 3, 2017, [redacted] called in requesting status and she was advised the parts were ordered Thursday, June 29, 2017 and it normally takes 3-5 business days for a contractor to receive a ship to shop order. On June 5, 2017, [redacted] called in requesting an ETA on the parts as he had spoken to [redacted] and they have not received the parts. The representative called [redacted] and confirmed they had not received the parts. At this time, [redacted] told the representative they do not have parts shipped to their shop but will call for pick up at a local branch. The parts were immediately reordered. The new ETA for parts pickup is July 11, 2017. HBRWC was not aware that the contractor did not accept orders at the shop. [redacted] could have informed us of this when the order was placed. As stated 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.”
 
Due to the issue with the order of the parts, it was decided to move forward with a new 14 seer R410a condensing unit which is available locally for [redacted] to pick up. HBRWC has decided to pick up $250 of the out of pocket costs instead of any temporary cooling that was offered. This amount has been added to [redacted]’s authorization. We hope [redacted] finds this satisfactory.
 
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 air conditioning claim. Thank you for the...

opportunity to review and respond.   Our records indicate on May 27, 2016, [redacted] reported his air conditioner is not cooling. Independent service contractor, T & T Heating & Air Cond Co was dispatched and went to the home. On June 8, 2016, a representative called T & T Heating and spoke with Savalian requesting their report be submitted. Savalian advised he would submit the diagnosis later that day. T & T Heating did not submit their diagnosis but instead declined the job “on line”. We respectfully disagree with [redacted] concerning what the representative told him.  The representative was telling the truth. The contractor, T & T Heating & Air did indeed report “on line” that they are declining the job because they do not service the customer’s brand. This is how it is noted:   "Dispatch Declined" Decline Reason: Brand - Do Not Service Brand”   T & T Heating & Air Cond Co. was passed along to our contractor relations department to investigate and address the contractor. When a contractor declines a job, a new contractor will be automatically dispatched through the system as to not prevent any further delay. The system emails the dispatch to the contractor as well as the customer. If [redacted] did not receive the new contractor information, we apologize and this is being looked into.   Independent service contractor, Southern Maryland Refrigeration was dispatched. They found the system was low on R-22 refrigerant and topped it off. The majority of air conditioners are R-22 systems. It is perfectly acceptable to add R-22 refrigerant. A system can lose refrigerant over a period of time and not necessarily have a leak, much like air in a tire. All reputable contractors will work on R-22 systems.   If [redacted] would please refer to his service agreement on page 3 under; 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 means if the contractor comes back out and finds there is a leak, the service fee will be waived and the work will be done. Depending on the leak, for example, if a large leak is detected in a coil, the coil or component would be replaced.   Concerning the replacement of his heat pump system. If [redacted] would please refer to his Agreement under the Terms &* Conditions B-1 “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” There were no failure reported at this time. It was just low on refrigerant. We do not replace an entire system solely due to age. If he is still having the same issue with his air conditioner, we encourage him to notify us. We will explain our process. We replace air conditioners daily when the failures justify it.   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: 11304378
I am rejecting this response because: The warranty company should cover all expenses involved in a furnace replacement. They should also perform all replacements in a timely manner (10+ days is not timely). Temperatures consistently dropped below freezing, leaving us to leave our 11 month old son in a freezing house. If I would have gone with a different company I could have had the unit replaced within 2 days. Thinking that HBW would cover the needed expenses to replace the furnace in a timely manner I had to go with their route. I had to constantly contact the company to find out what the resolution was going to be. Logging into their system I found out the ETA on the part was 3/31/16, not 5 business days for delivery (see attached screenshot). Had I known it would take 10 days to get my unit installed I would have chosen to go through another route in the beginning, but was in no such luck since I was trapped into their contact after the part was ordered.  We are still requesting 2-10 to cover the out of pocket expenses of $1300 for the install, otherwise we will have to pursue further action.
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 claims. Thank you for the opportunity to review and respond.
 
Our records indicate the independent contractor, Sears reported the cavity of the microwave is peeling. The microwave is working like it should; there is no mechanical failure. As stated in the Agreement. The first paragraph of Mr. [redacted]’s Agreement states;
 
“A. Service
This Limited Service Agreement is intended to provide reasonable and affordable repair cost of mechanical
breakdown of covered Eligible Equipment in your home due to normal wear and tear. This Limited Service
Agreement is not intended to replace responsibility for normal maintenance and minor repairs. This agreement
does not cover everything and does not necessarily cover the entire cost of the repair.
Subject to the limitations, terms and conditions, service applies only to the Eligible Equipment which:
2. has become inoperable due to normal wear and tear”.
 
We respectfully disagree with Mr. [redacted] as the interior cabinet peeling is not a mechanical failure and the microwave is operational. We regret we will not be replacing Mr. [redacted]’s microwave.
 
Concerning Mr. [redacted]’s refrigerator claim, in August, the independent contractor, [redacted] replaced the condensing fan motor.  Then on February 6, we were notified Mr. [redacted] refrigerator was again, not functioning properly. The independent contractor, [redacted] was again dispatched and reported the refrigerator is cooling but making a rattling noise. The noise is coming from behind the refrigerator. The refrigerator would need to be pulled out for further evaluation which [redacted] refused to do for liability reasons. The claim was reviewed. The Agreement does not cover for noise as stated in the Terms & Conditions, E-7; “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” Mr. [redacted] can get his own contractor to check the noise out, but if the refrigerator is operating as it should, the noise will not be eligible for coverage.
 
Just for clarification, the Deluxe and Supreme options. 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". The only benefit of the Deluxe Appliance Coverage is to remove the $400 limitation. The Supreme Protection adds additional items to the Agreement that are not eligible for coverage under the basic plan, such as permits, disposal, etc. In Mr. [redacted]’s claims, neither the Deluxe nor Supreme would have changed the outcome of the claims. Regardless, we will not be offering to reimburse the Deluxe or the Supreme Protection. As a goodwill gesture, we have reimbursed Mr. [redacted]’s service fee for the microwave and refrigerator. It will take approximately 10 to 14 business days to receive the checks.
 
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 [redacted] reported that she is not getting any air from her heat pump. The independent contractor, [redacted] was dispatched and reported there is a crack in the condensate drain pan, underneath the evaporator coil. The information was sent to parts research to locate the drain pan. The drain pan is attached to the evaporator coil and after discussion with [redacted], it was determined replace the entire [redacted] handler. [redacted] was authorized to replace the air handler and the air handler was ordered with an ETA of August 23, 2017. After several attempts of [redacted] contacting HBRWC and our attempts to [redacted], they notified us as of September 1, 2017, they had not received the air handler. Our notes indicate this was a will call order and was ready for [redacted] to pick up locally. The order was reopened with Lennox and [redacted] picked up the air handler. On September 9, 2017, [redacted] contacted HBRWC and advised that he will try but did not think that the Lennox air handler will fit as it goes in the closet. A list of air handlers were emailed to [redacted] to select another option. On September 20, 2017, [redacted] said the Lennox was too large for the closet and request we order the [redacted] air handler on our list. The air handler was ordered priority.
 
All of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are all licensed and insured and not employees of 2-10 HBW. We do not have control over their actions. We try to do everything possible to make sure repairs are completed. We also have no control when equipment is ordered but delayed, misplaced, incorrect equipment ordered or simply not picked up by the contractor. this is explained in 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 in obtaining parts, equipment, weather delays or labor difficulties.”
 
We acknowledge that there were opportunities to provide [redacted] with better service and we work very hard to prevent situations like this. We apologize to [redacted], she did not receive the quality service that is expected from the employees or contractors assisting her. HBRWC is committed to providing superior home warranty protection and customer service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

uesday I did receive a message from the contractor and the warranty company asking for me to return their call to settle this matter. I was in the hospital until late Tuesday night. I did return both the contractor and warranty calls on Wednesday . I left a message with both parties to explain my situation....I have not heard for either
Sincerely,
[redacted]

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.
I will not use 2-10 warranty again. Please 2-10 warranty don't send me any emails or mail via USPS. I will accept the offer if this is agreed.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
We would refer Mrs. [redacted] to our previous response in which we indicated the water heater has to be replaced and if it is a code requirement to ADD an expansion tank (that is not already there) in order to pass inspection. The code coverage would apply to the expansion tank. The present expansion tank has to be replaced because it has failed, not because it is not up to code. Replacing an expansion tank due to it failing is not upgrading a code requirement and not eligible for coverage under the Agreement.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. HBRWC 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

Initial Business Response /* (1000, 5, 2015/09/28) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Ms. [redacted]'s inquiry. Thank you for the opportunity to review and respond.
Our records indicate that Ms. [redacted]'s Limited Home Service...

Agreement ("Agreement") went into effect on July 23, 2015. On July 24, 2015 Ms. [redacted] initiated a service request with her built in electric wall HVAC unit and advised she already had an out of network service contractor she wanted to use for the work. This service contractor, Budget Climate Control, reported they had been out three weeks prior to diagnose the system. They reported that the unit was giving off high pressure and they needed to take out refrigerant and add permanent ports in order to diagnose the issue. As it was advised by the service contractor that the issue had been present two weeks prior to the effective date of the Agreement, HBRWC did not provide coverage per Terms and Conditions #3 of your Agreement, which states; "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test. A visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated."
In addition, the ports that were missing are not covered per Section B-8 of Ms. [redacted]'s Agreement, due to; "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, missing parts..."
HBRWC has made our final decision that Ms. [redacted]'s service request is not eligible for coverage. We sincerely apologize for any inconvenience this may have caused and thank Ms. [redacted] for bringing these matters to our attention as we do take them very seriously.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not accept this answer. When I called in the first time on June 19th 2015, I was told that the warranty does not come into effect until July 23rd 2015 and that if I called in the day after the warranty started it would be covered. Also Budget Climate Control is not an out of network contractor. Get your facts straight. 2nd, you guys do nothing but give people the run around. We have done everything you have asked us to do, to include sending our settlement statement to you. So I am not dropping my complaint against you and will not recommend you guys to anyone. By the way, I am married. So it is MRS. [redacted] to you.
Final Consumer Response /* (4200, 18, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
right now we are working with 2-10 to resolve this matter as quickly as possible.
Final Business Response /* (4000, 20, 2015/10/29) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted]. As his rebuttal states, we are currently working with him to attempt to provide an amenable solution. On October 26, 2015 the independent service contractor Rooter Plus was authorized to replace his air conditioning unit. The contractor will be providing the equipment and will contact Mr. [redacted] once it is available for installation. HBRWC will continue to monitor this claim to completion.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/18) */
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 Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process. HBRWC strives to provide professional service and anything less is unacceptable. We will have the telephone call that Ms. [redacted] described evaluated internally and appropriate action will be taken.
We do regret that Ms. [redacted]'s garbage disposal and sink are not eligible for coverage. The sink is not eligible for replacement pursuant to section 4 of her Agreement which states, "We provide service for covered systems and/or appliances: 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." We regret that sinks are not an item that are listed as eligible.
Similarly, the garbage disposal failure was not due to normal wear and tear, but rather requires replacement due to the sink falling on it. As Ms. [redacted] referenced, section B-5 of her Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Additionally, section 2 states coverage only applies to items which, "which do not operate correctly due to normal wear and tear."
We apologize that we are not able to be of further assistance, as we have verified that Ms. [redacted]'s claim is not eligible. With this said, her service fee was waived at the time of the denial, since HBRWC does agree with Ms. [redacted]'s claim should not have been placed when she called in. As such, Ms. [redacted] did not come out of pocket for the service call from the independent service contractor that was dispatched.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, you never dispatched an independent service contractor. Saying you get points for not charging for this is therefore an absurdity. Secondly, we're arguing the language "normal wear and tear" AGAIN - which you people use as a term of art to mean "whatever we say it is." As I told your customer service people, the disposal was taken apart when the sink fell on it to make sure that it want damaged and my repairman found at that time that it was so used as to be in need of replacement - there was corrosion inside and some melted plastic from the heating up of the 10 year old motor. Your customer service supervisor told me you don't cover damage like that on disposals and I asked why not?! He said that doesn't happen normally and I asked how, on earth, would a disposal with a motor and water going through it for ten years show anything other than wear from corrosion and motor heat?! What other wear would there possibly be? And how would such wear possibly be deemed abnormal? Again, the sink cave on necessitated the taking apart of the disposal for the first time to check it - so this was just the first opportunity to find this wear. You're still using parlance and creative argument to get out of covering anything. That's being a charlatan.
Final Business Response /* (4000, 13, 2015/10/16) */
The Office of the President at [redacted] is in receipt of the rebuttal submitted by Ms. [redacted]. We apologize that she is not satisfied with the coverage decision. However, as our previous responses indicated, her Service Agreement does not cover for a collapsed sink, nor does it cover for damage to the garbage disposal as the result of that sink. We appreciate her understanding in this matter.
Sincerely,
[redacted]
Office of the President
[redacted]
Final Consumer Response /* (4200, 15, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There's nothing more to say - they just repeat the same thing which is "it's not covered". We're at an impasse.

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 regret that we are unable to compensate Mr. [redacted]. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns.  This is explained in section B-5 of Mr. [redacted]'s Service Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
 
Concerning the scratches that occurred with the installation of the compressor. The represented assigned to this case has also involved the contractor relations department and has been in contact via email with Mr. [redacted] to get this issue resolved. A different contractor is going out to Mr. [redacted]’s home to address the 3 big scratches. Again we do apologize for the inconvenience Mr. [redacted] and his family has experienced.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

inconvenience and frustration this homeowner has received. HBRWC strives to provide excellent service and anything less is unacceptable. We will address the delay that occurred its cause internally to prevent such delays from occurring in the future.
Our records indicate that on September 28, 2015, Ms. [redacted] had her out of network contractor submit a diagnosis. At that time, he advised that the wiring to the timer needed to be replaced. We did reimburse Ms. [redacted] the $150 cost of repairs.
We would thank Ms. [redacted] for bringing this matters to our attention as we do take them very seriously. HBRWC would like to apologize again for any inconvenience. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
[redacted]