2-10 Home Buyers Warranty

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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on April 8, 2017, Mr. [redacted] reported his refrigerator is not cooling or freezing correctly and the icemaker won’t work. The independent contractor, [redacted] was dispatched and reported “online” the defrost control board and control board needs to be replaced. The network contractors HBRWC utilizes, supply these minor parts. We did not find out until April 13, 2017 that [redacted] would like us supply the parts and the parts were immediately order. We were not aware [redacted] replaced a compressor switch or that the technician had hurt his back. [redacted] reported “online” that the repairs to the refrigerator were complete. We were not aware that the independent contractor had not completed the work. The contractor has been sent to our contractor relations department to address this. On May 5, 2017, Mr. [redacted] contacted HBRWC that [redacted] replaced the part, the refrigerator is still not cooling correctly. [redacted] was sent a recall dispatch and scheduled for May 8, 2017 to evaluate the refrigerator further. The technician reported the capacitor and overload on the compressor didn't cool off the refrigerator. The refrigerator has a refrigerant leak in the cabinet and can't be repaired. The authorizer has offered Mr. [redacted] a comparable replacement refrigerator or a cash buyout for the refrigerator. We are still waiting for Mr. [redacted]’s decision.
 
We do understand how frustrating it can be with a refrigerator not cooling correctly.  We hope Mr. [redacted] understands that we are a warranty company; our policy is to perform a repair when one is possible. There are some things such as labor issues with the independent contractors that are out of our control. Per the Terms & Conditions of the Agreement; 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.”
 
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on November 14, 2016, Mr. [redacted] reported his furnace would not turn on. The independent contractor [redacted] reported the control board failed, he concluded this is a faulty board. There was a cost comparison being done to determine if it is more cost effective to replace the control board or replace the furnace. It had not been decided if we were going to repair or replace until we got additional information from the contractor. Mr. [redacted] was told that we were looking at replacement and he was told what the out of pocket costs would be if the furnace was replaced. After we had received all the required information from the contractor, we found it was more cost effective to repair the furnace. It does show the control board was replaced in June 2016. [redacted] had just reported the board was a manufacture malfunction. This will be looked into to see if the contractor this past summer did in deed replace the board. If the board was not new or it was a new board with a manufacture defect, we would still attempt to swap out the board. Per the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.” The furnace will not be replaced at this time. If Mr. [redacted] is still having the same issue after the control board is replaced, we encourage him to notify us. The service fee would be waived if the same issue occurs within the Agreement period.
 
HBRWC would like to apologize for any miscommunication that may have occurred with Mr. [redacted]. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.  We appreciate Mr. [redacted] for bringing this to our attention as we do take these matters seriously.
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 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.
The terms and conditions of [redacted]'s Agreement state in the 'Who Pays What?' section that, "2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid." This is also explained in section A-1 of [redacted]'s Agreement.
With this said, as a gesture of goodwill and not an admission of liability we would like to reimburse [redacted] the $375.98 that he paid. In order to process this reimbursement, we ask that he submit his invoice by emailing it to [redacted]@2-10.com or via fax to [redacted] Upon receipt of this invoice we will verify that the items repaired are eligible for coverage and contact Mr. [redacted] to advise of a tentative ETA of the reimbursement check.
We apologize for [redacted]'s dissatisfaction with the independent service contractor [redacted] Our records do indicate that this company is qualified to evaluate spa and swimming pool claims. However, per the information provided by [redacted] we will have this evaluated internally and will take necessary action based on our findings.
We would like to thank [redacted] for bringing this to our attention as we do take these matters seriously. We await [redacted]'s invoice so we may move forward with his claim.
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 August 8, 2016, [redacted] reported she was not getting water to the home. At the time of the requested service, the in-network service contractors were booked and would not be able to service an emergency or in a timely manner. The representative offered [redacted] to locate an out-of-network service contactor and the out of network procedures were emailed to her. She was able to locate her own contractor.
 
HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department, the delay to her claim and we acknowledge we did have phone issues that have been corrected. 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. Her concerns enables us to make corrections and continue to improve our service. Her contractor was contacted and [redacted] has been refunded the amount she had paid her contractor less her service fee. A representative called [redacted] and confirmed the well pump is up and running. We value [redacted]’s business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:2 10 Home Warranty records all calls for quality assurance. The first call was made in January of 2017 and again within the same month for the same issue. [redacted] was sent out on each call in January. They were then called back out in July for the same HVAC  issue. 2 10 Home Warranty continues to do business with a [redacted] knowing that their work is beyond subpar, knowing that customers have lodged multiple complaints on [redacted] regarding this. 2 10 Home Warranty continues to allow this company out to the homes of residents to attempt to collect monies and unless consistently refuted (which can be pulled up on recorded conversations with their customer service reps.) a home owner will again be charged for services rendered yet again. 2 10 Home Warranty knowingly subjects home owners to shady work by [redacted] and does not disclose that Home Owners have the right to request a different vendor to come out and service their HVAC issues. That is deceptive and it should be illegal. 2 10 Home Warranty should be more diligent and or proactive in ensuring the all Vendors perform the work in which they were hired to perform. I should not have to be responsible for an HVAC issue that should have been resolved back in January when [redacted] was at my home twice, in which I was given two different diagnosis. I paid for services to be rendered and was still left with the same issue. I should be compensated for half of my electric bill and all of my refrigerant. 
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Concerning contractor availability in Ms. [redacted]’s service area for appliances. We do regret that on occasion, 2-10 HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely manner. We do apologize for this inconvenience. When this occurs, we do give the customer the option to locate their own contractor. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is explained in the Agreement under the Terms & Conditions, A-1 “If 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”.
 
We will not just replace an appliance when only one component needs to be replaced. We still need to determine the cost and labor of a job to determine if it is economically practicable to repair or replace the appliance. We do not replace an appliance solely due to age. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. The repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. We did not receive the part number of the board from Ms. [redacted]’s contractor to check the cost. However, with the national purchasing power that 2-10 HBW receives for parts and equipment, it is likely that our cost for the board would be much lower than her contractors.
 
It is not noted that Ms. [redacted] requested a $100 credit toward a new dryer. Perhaps a representative did not notate this as we do have a $100 rebate program that is offered when a claim is placed online.
 
As Ms. [redacted] has requested, her Agreement has been canceled and she will be receiving a full refund of the purchase price of her Agreement. It will take approximately 10 to 14 business days to receive the check. We apologize to Ms. [redacted] 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.
 
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]

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]

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 inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate when the representative received the diagnostics on the microwave and determined it was not eligible for coverage, he placed a call to the [redacted] residence and left a voice message. The representative did not know the number he called was incorrect (the area code was transposed). Mr. [redacted]’s Agreement has been updated to show the correct phone number. A representative of this department reviewed Mr. [redacted]’s Agreement. It was concluded that the Agreement is ambiguous when it comes to microwave door handles so we erred on the side of coverage. The door handle is available. The representative contacted the contractor. The contractor advised that just the door handle cannot be replaced, it must be the entire door assembly. The door assembly is no longer available. The representative contacted Mr. [redacted] and offered a comparable microwave or the equivalent replacement buyout. Mr. [redacted] chose the replacement buyout. Mr. [redacted] understands that there is nothing further we can do with the dishwasher claim.
 
We do apologize to Mr. [redacted] for any negative experience he had concerning his customer service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His feedback allows our company to serve our customers better. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service. 
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: 11393501
TThey call me during work hours and I am unable to answer the calls. I had it set to call them today and leave work early. The pictures do show holes and tears. I myself an inexperienced homeowner can see the tears and deterioration in the pictures. The A/C contractor I hired has tried speaking to the company like I was informed 2-10 needed to do as to taking the collapsed portion out of the estimate. However, now they refuse to speak to him. They are rejecting a large issue over a small piece of the problem. The company they hired is inadequate and trying to cover their lack of ability. I am currently at work and can communicate through email but am unable to get on the phone due to my contact with the public. 
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 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 January 24, 2017, Mrs. [redacted] reported her range will not turn on. The independent contractor, Approved Appliance Service was dispatched to the property. On February 8, 2017, Mr. [redacted] called in requesting status on a part that was no longer available. The contractor had not yet called in the diagnosis. The representative called the contractor for an update. The contractor reported he was out at the home on January 31, 2016 and found the clock control has shorted out. This information was sent to our parts research team and it was found that the part was no longer available. On February 8, 2017, a comparable range or the replacement buyout offer was emailed to the [redacted].
 
We acknowledge that the delay the contractor caused was preventable and we do apologize for this inconvenience. We were not aware that the contractor had not followed through. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. The independent contractors are the face of HBRWC. They are required to call in within a reasonable amount of time after the diagnostics (which they did not do). The contractor has been sent to our contractor relations department to address this issue. We would like to thank Mrs. [redacted] for bringing this concern to our attention as we do take these matters seriously. This enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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: I have waited over two months to this repair completed, the new plumber showed up and we will have to pay almost $300 out if picked, this is not acceptable considering the emotional pain this has causes my husband and I. I think 210 warranty should pay all cost of the entire repair. The previous plumber would have completed the job for the price set.
Sincerely,
[redacted]

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

respond.
 
Our records indicate on December 14, 2017, the independent contractor, [redacted] reported the defrost board and sensor has stopped working causing the unit to freeze up. The board and sensors were ordered based off of the model and serial number the contractor had given us. The parts were ordered the same day with an ETA of December 19, 2017. On December 28, 2017, Mr. [redacted] called in advising 2-10 HBW that the parts that were ordered was incorrect. A representative contacted [redacted] and they explained that there are not enough wires on the terminal to hook it up. [redacted] did not have the part numbers and they could not confirm the model number of the condensing unit but they would call back with this information. Mr. [redacted] did advise he took a picture at the request of [redacted]. On January 4, 2018, the model and serial number of the condensing unit was received and the parts were again ordered with an ETA of January 8, 2018. The parts are correctly determined by the supplier United Refrigeration. We do acknowledge that
 
[redacted] advised they will be installing the parts on January 11, 2018. On January 12, 2018, [redacted] called in and advised the parts received also did not work and believes that the parts are no longer available. The representative refunded Mr. [redacted]’s service fee and gathered [redacted]’s pricing for a full system replacement. On January 15, Mr. [redacted] was advised of the out of pocket costs. Then we were notified by Mr. [redacted] on January 17, that [redacted] still did not have the equipment. The representative realized the equipment should have been submitted to purchasing on January 15, so he had the equipment expedited with an ETA of January 18 for [redacted] to pick-up locally. On January 22, a representative contacted [redacted] to see if installation of the new system is completed. The representative was advised they will pick up the equipment and install on the 24th or 25th. On January 23, Mr. [redacted] called in and advised [redacted] could not pick up all the equipment. The representative called [redacted] and they reported they went to go pick up the equipment and the air handler was not yet available for pickup. This upset [redacted] to where they will no longer install and will no longer be doing business with 2-10 HBW. There are other network contractors in the area that would be willing to install. Mr. [redacted] called in and decided to take a cash buyout and he will get his system replaced outside of the warranty.
 
We acknowledge that after the pricing was received to replace Mr. [redacted]’s system, the customer service representative failed to forward the necessary information which caused a short 2 delay. It was not until Mr. [redacted] contacted us for status on January 17, when we realized that the equipment to replace his system had not been ordered. We apologize for this delay. We will address the representative, so he can learn from this. We do apologize to Mr. [redacted] for this delay.
 
Replacing a minor part such as a board and sensor is not a band aid fix. We will not replace an entire system when only one or two components needs to be replaced. We do not replace due to age. It is the policy of warranty companies to perform a repair when one is possible. This type of repair is customary and reliable, and we will guarantee the work for the full term of the Agreement. If the parts were available, 2-10 HBW would have moved forward with the repairs. This process is also specified in the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.”
 
It was 2-10 HBW’s belief that with the condensing unit information [redacted] provided us and the parts confirmed with the supplier that these were the correct parts ordered. We do depend on the national suppliers and the contractors in assist us in locating these parts with the information they supply. There are some things that are out of our control. We have no control over the incorrect parts being received. We have no control, if the supplier gives 2-10 HBW the incorrect ETA and we have no control when an independent contractor walks off a job. This is located in the Agreement in the Terms & Conditions; 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.
 
Since Mr. [redacted] has taken a cash buyout, his desired settlement for out of pocket costs is no longer valid. He should know that his requesting compensation for expenses are not covered under the Agreement such as his electric bill. 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. This is located in the Agreement under the Terms & Conditions B-6; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We do apologize we could not be of further assistance in this regard.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: the company that was sent to do the repair had a poor rating with the B BB at the time, I requested to use another company, 2-10 said no. Now the company, [redacted] is out of business. Had they installed the furnace correctly this would be a non issue. Also, I only ever received 1 email from the office of the president at 2-10 so I am unaware why they are stating they sent the insurance information again as requested by me.
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 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, it was reported online that the air conditioner was not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and reported “the compressor burnt out, compressor blew a terminal which leaked all the Freon from the system, direct cause is from a lightning strike.” Pictures were received and there were definitely visible scorch marks on the compressor. [redacted] has disputed that a lightning strike did not cause this failure. We are understanding of this. A supervisor has been assigned to this case. The supervisor has decided to send a second opinion. The supervisor called [redacted] and left a voice message that we have dispatched a second opinion and he left his direct line for a call back. In the event that the second opinion does come back stating the same failure, we would advise [redacted] to check with his home insurance.
 
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