2-10 Home Buyers Warranty

Our records indicate on June 7, 2017, [redacted] reported online: “roof is shingles, leaking water, shingles flew off in two spots. Roof leaks in master bedroom”. The independent contractor, [redacted] was sent the dispatch. On June 27, 2017, [redacted] called advising the contractor did not...

receive the dispatch. The dispatch was re-sent and [redacted] and notified by phone. HBRWC was not aware the [redacted] had not received the original dispatch.
 
[redacted] reported there is wind damage causing missing shingles and wind damage to 3 sections of the roof on the backside. The technician explained to the [redacted]’s that this is a homeowner’s insurance claim. Missing shingles/wind damage is not eligible for coverage, per the Terms & Agreement under Roof Leak: “provided the leaks are the result of rain and/or normal wear and deterioration” under the Roof Exclusions: Excluded: “leaks which result from or are caused by any of the following: missing and/or broken shingles or tiles,”. This was not due to normal wear and tear but wind caused the missing shingles and creating the leak. This is also clarified in the Terms & Conditions; B-9 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): storms,… acts of God”. Rain is eligible for coverage provided the rain caused the leak and the leaks occurred while the roof is intact and in good shape.
 
We do apologize for the inconvenience that [redacted] had experienced due to the dispatch of this claim. Her service fee has been refunded. It will take approximately 10 to 14 business days to receive the check. We regret we will not be repairing the roof as we are not liable for such expenses. We value her business and we look forward to serving her future warranty needs
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 September 26, 2016, Mrs. [redacted] reported a pipe leaking in pantry wall in kitchen and the wall is wet. [redacted] was dispatched and reported there is a wet spot on the wall, right above is master bath. The shower valve in the master bath is not secured to the wall. This is causing water to leak down between the shower valve and the wall. The tech said he would need to cut a hole in the drywall behind the shower and mount a securing brace. The contractor was authorized to install the brace. Mrs. [redacted] called in to set up a drywall claim for the hole that the contractor had made to make the necessary repair. The representative called the plumber and clarified with the plumber that this was not a plumbing issue but the valve not being secure to the wall caused water to go behind the valve and wall when used. This is not a plumbing issue and not eligible for coverage. There must be a leak or break in the line for the claim to be eligible. This is in the Terms & Conditions of the Agreement on page 4 under Plumbing “INCLUDED: Water, drain, waste or vent pipe leaks or breaks” The drywall hole had to be cut in order for the brace to be installed. The representative who authorized the repair was mistaken and should not have approved this. Either way this hole had to be made to make the repair. This was paid by us. Since this is not a covered claim. The repair of the drywall is not eligible for coverage. As stated in the Terms & Conditions B-6 “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only, such as patch, tape and/or mud.” This is not a covered service. As a goodwill gesture, the supervisor Mrs. [redacted] spoke with sent her a $75 check to put toward the drywall. In addition, we have decided to reimburse her service fee to further assist in the repair of the hole. We ask she wait approximately 10 business days to receive the check.
 
HBRWC would like to apologize for any inconvenience and misunderstanding Mrs. [redacted] may have experienced. We regret that we cannot be of further assistance in this regard. 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.
 
Our records indicate on July 9, 2016, [redacted] reported her air conditioner will not turn on.
Independent service contractor, US HVAC Services was dispatched to the home and reported the compressor had shorted to ground. The contractor was authorized to replace the compressor. Due to the type of compressor that was needed, the representative sent the information of the compressor to our parts inquiry department to find a compatible replacement. We acknowledged there was a delay due to the parts department did not get this order and once this was realized. The research was done and the compressor was ordered.
 
HBRWC apologizes to [redacted] for the experience she has had concerning her customer service experience and the delay to her claim. With this in mind, we have refunded Lisa O’Conner’s service fee. 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.
 
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 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 regret we are not able to assist Mr. [redacted] for the $510 that he paid to the independent service contractor [redacted] in order to charge his system with Freon and provide temporary cooling measures.  On May 25, 2016 [redacted] reported that the two air conditioning systems were low on Freon and in poor condition due to physical damage caused by a dog repeatedly urinating on the outdoor systems.  The contractor also suspected the indoor equipment may have failures present, but were unable to verify this on the initial visit, due to the indoor equipment being flush against the attic rafters, making it inaccessible.   For this reason, the contractor requested to return to the home to perform a nitrogen leak search so they may diagnose further and provide a complete recommendation of how to proceed with repairs.   In the interim, Mr. [redacted] elected to pay the service contractor to charge the systems with refrigerant.  Such measures would temporarily allow the units to continue to operate.  In doing so, Mr. [redacted] contracted service with [redacted] outside of the coverage or knowledge of HBRWC.  While his Agreement offers coverage for repairs, the Agreement does not list temporary cooling measures as eligible.  Additionally, HBRWC cannot condone such actions as if violates EPA requirements that any system which has lost 20% or more of its refrigerant have a leak search performed and necessary repairs affected rather than allowing Freon to continue to leak in the atmosphere (as it is considered hazardous to the environment).   It is for these reasons that HBRWC is not liable or responsible for the additional work that Mr. [redacted] elected to have the contractor perform.  We would also note that page 3 of Mr. [redacted]’s Agremeent states that we will not offer any reimbursement for repairs made without our prior authorization.    We apologize we are not able to be of further assistance with this matter.  While HBRWC is not able to reimburse the amount that Mr. [redacted] paid to the independent service contractor [redacted], we none-the-less appreciate him bringing his concerns to our attention so we may review the matter further.   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 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

Initial Business Response /* (1000, 4, 2015/08/06) */
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 [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 [redacted] may have experienced during the claim handling process. Our records indicate that [redacted] first contacted HBRWC the morning of June 27, 2015 to place a new service request. On June 28, 2015 the independent contractor Advanced Water Systems reported the well pump would need to be replaced. [redacted] contacted HBRWC the following day to report she was having a different contractor at the property.
On June 30, 2015 [redacted] contacted HBRWC again to report that the out of network contractor repaired the well pump for a lower cost. At this time, HBRWC requested that [redacted] submit the invoice for review so we may verify eligibility and the total for reimbursement. On July 2nd and July 8, 2015 HBRWC again requested this information be emailed for review. To date we have not received this invoice. We apologize to [redacted] if she did send this and we did not receive due to technological difficulties or another reason.
In order to reimburse [redacted] for the repairs made by her service contractor and the service fee, we will need to review a copy of her invoice. This may be mailed to [redacted]@2-10.com or faxed to [redacted] Upon receipt of this information we will contact [redacted] to verify the reimbursement amount.
We acknowledge [redacted] comments regarding the service contractor that was at her property. HBRWC strives to provide fast, accurate service and anything less is unacceptable. We will have this matter evaluated internally, due to her statements that the service contractor did not thoroughly evaluate the well pump.
We do disagree with [redacted] statements that HBRWC representatives did not call her. Our records indicate that when she asked for a person to contact her to discuss this claim, she was contacted within 24 hours. At that time, a voicemail was left containing further instruction as well as a toll free telephone number she may call to further discuss her claim with a customer care representative.
We again apologize for any inconvenience that [redacted] may have experienced. We thank her for bringing her concerns to our attention and await a copy of her invoice so we may offer her further assistance.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on May 22, 2017, [redacted] reported his downstairs ac is not blowing cold and not turning on. The independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner further. On June 6, 2017 [redacted] reported online: “the unit has a stalled blower motor, shorted fan relay and need to replace run cap with motor”. The Warranty went into effect May 19, 2017 and [redacted] noticed the failure on May 21, 2017. The claim was reviewed due to the unrelated failures that occurred with a two day period. It was determined the system was not in good working order at the beginning of the Service Agreement and the claim was denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement.”
 
It was decided that we will move forward with the replacement of the blower motor, relay and run cap. If after the components are replaced and the contractor finds additional failures not related to the present issue, the claim may be reevaluated. A call was placed to [redacted]’s residence and a voice mail was received. A voice message was left explaining we have approved the contractor to replace the failed components.
 
HBRWC would like to apologize for the inconvenience [redacted] may have experienced. We do 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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response in which we indicated we will only pay what...

we would have paid a network contractor. The contractor’s agreement pricing is confidential. [redacted] certainly has the right to know how we arrived at his $161.65 reimbursement.
 
Here is our contractor’s cost breakdown to complete the furnace repair:
 
   $200.00  - flat rate repair to replace a MFW heat exchanger and blower wheel
+$  61.65 - HBW supplied blower wheel - part # [redacted]
-----------
$261.65 - $100 service fee = $161.65 amount reimbursed.
 
We regret that we will not be offering any further compensation to [redacted]. The rebuttal provides no additional information to overturn our decision.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I was told over the phone (recorded the call) that the claim's denial would be reversed because I was right, and the company does not have enough information to back up a denial. Had the water heater been rusted out, badly worn, abused, or neglected, then my claim would not be covered. The circuit board shorted out. This occurred the day of my claim, which was also the start of my coverage. The heater had worked just fine until that point, as it had kept the house at a steady 60 degrees before we moved in. I am tired of fighting this, as any reputable company would honor their warranty, as there is zero evidence that there was any p roblem with the furnace prior to our move in. This has been a ridiculously frustrating several weeks. Because of this absurd denial, and the stress it has caused my family and I, we will never purchase a 2-10 home warranty again, and will certainly warn my friends and family about this company. 
[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.
Sincerely,
[redacted]

Complaint: [redacted]
2-10. Response is a flat out. lie. The contractos was not coming out to replace the parts that they said. The contractors were coming out to do another assessment. It was though 2-10 was forcing me into giving in to their demand. As I stated before, replacing / patching up the compressor/freon into the old system is putting a "band-aid" on the problem. It don't make sense to keep wasting money and time on a AC system that needs to be replaced. Common sense, that's why I made the decision to take care of my family and buy the system myself and cancel my warranty with 2-10. As a veteran of the US, I 'all let it be known how 2-10 falsely take care of customers. I request that this complaint be attached to their website. FYI 2-10, my new system will be installed this coming g monday. You all is a disgrace to Home Warranty Companies.
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The issues are still not resolved. My initial complaint was about my homes A/C. Neither the upstairs nor the downstairs is working properly. Their response stated my complaint was only about the package unit which is not true. My complaint was about the A/C in my entire home. It wasn't until the day of installation that I learned only the package unit was being corrected and nothing to the upstairs system. In their previous message they stated they offered me temporary cooling which is not true. I asked for it and they would not provide it.The contractors being used by 2-10 had some type of issue with their license or insurance and were not able to work on my home and caused even further delay.  Instead of providing me a different contractor they made me wait until the contractor updated whatever was expired.  After It was updated, repairs were made and now the system is leaking and causing damage to my home  and ceiling.  in addition the work completed on the package unit needs to be looked at. I had additional fees of almost $1,000 for "non-covered" costs  one of those items was the new pipes  Whatever was used is already rusting on a new system.  I submitted pictures of the water damage as well as pictures of the modifications and rusting.  [redacted] offered to "spray paint" the rusted pipe   2-10 has required me to use this company, one of their preferred contractors, who has caused me a lot of problems not only with my home but my health   2-10 is claiming they are not liable for the damage caused by a contractor they required me to use.  My home'a A/C system is STILL NOT working properly  I've had almost $1,000 on one system and $350 on another in added costs.  Not including whatever still needs to be done to get my home's A/C back in working  order  
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

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]

Initial Business Response /* (1000, 5, 2015/09/16) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We apologize for any frustration that Mr. [redacted] may have experienced and for any miscommunication that may have occurred during the claim handling process. HBRWC strives to provide professional service and anything less will be investigated internally.
We have carefully reviewed Mr. [redacted]'s claim and regret that we verified it was ineligible for coverage. Mr. [redacted]'s drain line had a restriction outside the foundation of the property. There was also a failure to a water valve on the patio of the home. These items are not eligible for coverage pursuant to section 1 of the Agreement when it states, "We provide service for covered systems and/or appliances that: are located within the perimeter of the main foundation of the principal residence and the attached garage located at the address shown, except exterior well pump, air conditioner, septic system and pool and/or spa equipment, are covered only if such option is selected."
If Mr. [redacted] would like to cancel his Agreement, he may submit this request in writing to [redacted]@2-10.com. Any reimbursement will be performed via section F-4 of his Agreement: "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement will be refunded to the party purchasing the Agreement."
We would like to thank Mr. [redacted] for bringing this matter to our attention. We do take these matters very seriously and will internally address his comments regarding the customer service he received. At this time, HBRWC has verified that the Plumbing claim in question is not eligible per the terms and conditions of the Agreement.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have always understood that the 2-10 position was in accordance with their current policy. But, the policy in question that states that having a plumber clean out your sewer access port from that designated area is NOT to be covered is an absurd exception. The real complaint I have is with the policy being an acceptable policy. It reveals the motives of the company (not just this company, since this is an "industry standard") and the industry. Overall while these home warranty companies appear legitimate they are really operating to make a profit like all businesses and therefore their policies are ultimately skewed to protect their interests and not the consumer. Buyer beware!

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Ms. [redacted].  Thank you for the opportunity to review further.
 
We would refer Ms. [redacted] to our previous response in which we indicated it was clear the unrelated leaks were present before the resale Agreement went into effect. 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 apologize to Ms. [redacted]’s that she did not receive the quality service that she expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. Her feedback allows our company to serve our customers better. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

and respond.
 
Our records indicate on September 4, 2017, [redacted] reported water is dripping inside unit from top area onto the pilot light and it would not reignite. We do regret that on occasion, 2-10 HBW 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. The guidelines for using a contractor out of our network were emailed to [redacted]. Number 1 and number 4 pertain to this complaint.
 
Number 1 of the guidelines state we will only reimburse the amount we would pay a contractor that is in our network;
 
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.”
 
This is also located in the Terms & Conditions; “A-2a. If we elect payment, the amount will equal the lesser of: …(ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);”
 
Number 4 of the guidelines state we will not pay for any repairs that are made without getting prior authorization.
 
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.
 
In addition, no prior approval is also listed in the Agreement in bold on page 3 under Who pays what? “2-10 HBW will pay or reimburse you for costs that have been pre-authorized for a covered repair. Service performed without pre-authorization will not be paid.” Also under the Terms & Conditions A-1 “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor. If a service contractor is not available in your area, we will ask that you call your preferred
service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.”
 
On September 7, 2017, [redacted]’s contractor, [redacted] called in and reported the 30 gallon water heater is leaking at the base. His total cost to replace the water heater was $6,840. The technician did not have a cost breakdown to justify this extreme cost. [redacted] was NOT authorized and approved to do the work as the cost was just too extreme. The claim was sent to our contractor relations department to locate a contractor that could rearrange their schedule and service this claim. On September 8, 2017, [redacted] decided to have [redacted] replace the water heater. Contractor relations did locate a contractor and the representative called to advise [redacted] advised the representative he had the water heater replaced. The invoice was requested from [redacted] for review. The invoice was received and reviewed by contractor relations. It was decided since [redacted] did call in the diagnostics but was not approved to do the work, we would price out the reasonable amount we would have paid for the same work by the network contractor as stated above. The network contractor’s cost breakdown: $1,012 total ($837 water heater + $250 labor - $75 service fee).
 
The representative failed to forward the invoice to accounting to have the check processed and has since been explained the proper procedure. The representative did call [redacted] to explain. It will take approximately 10 to 14 business days to receive the check.
 
We do apologize for any frustration, inconvenience and delay that [redacted] may have experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
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 August 11, 2017, Mrs. [redacted] reported her freezer is not keeping items frozen. The independent contractor [redacted] was sent the dispatch. Mrs. [redacted] informed us that [redacted] could not schedule until August 23, 2017. Understandably Mrs. [redacted] did not want to wait this long. The representative offered her to contact her own contractor, which she did. On August 18, 2017, Mrs. [redacted] contractor reported a leak in the evaporator coil. Oil in the evap coil as it boiled from the compressor. Her contractor refused to use our payment method and only wanted to collect the money from the customer. Instead, on August 18, 2017, prior to this complaint being placed, HBRWC offered a comparable replacement refrigerator or replacement buyout to Mrs. [redacted]. On August 24, 2017, Mrs. [redacted] accepted the cash buyout.
 
We do apologize if Mrs. [redacted] was given different time lines. A unit typically takes approximately 5 to 7 business days after the order is placed.
 
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 [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

Complaint: [redacted]
I am rejecting this response because:I did not state that I had lived in the house for 17 years. I stated that I had lived in the house for just over 1 year and that the unit at worked perfectly for a year. They also left out iof their response that they they assigned me technicians 3 times. The first one never contacted me and I could not contact. Almost two weeks later they sent out another T C Heating & Cooling which left me a invoice that said that the unit needed to be replaced which was not favorable to 2-10 and magically could not be reached for any type of response after showing up that day. Then after complaining to them a week later they send out the third and final contractor that told them that the unit was damaged and that it was my fault and they decided to not help me further. Only after getting the realtor that sold me the house involved with this issue did they even pretend to want to help me. And after almost a month of having no A/C did I decide that I needed to have my own contractor come out. He stated that the unit was not working because it was over 17 years old and that it simply was out of freon. I have documentation stating this. After finding out that I had reported 2-10 to the Revdex.com and that I had a contactor coming the next day to install a new unit they then offered me 1500.00 to make my problem go away. but who can have a new central air unit installed for that little? So in the end it costed me 3000.00 to have a new unit installed which is double the cost they offered me.And they only offered me the money because I reported them to the Revdex.com. not because they cared about me as a customer or about me having no air conditioning for almost a month.I don't think as a customer that it is unreasonable for them to pay the full amount of having a new unit installed because they were my warranty. But I guess they do or they would not have fought me every step of they way.
Sincerely,
[redacted]