2-10 Home Buyers Warranty

Initial Business Response /[redacted]/
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Mr. [redacted]' Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that on June 1, 2015 the independent contractor Residential Systems replaced Mr. [redacted] air conditioning system with new R410A equipment. HBRWC sincerely apologized for any delays that Mr. [redacted] may have experienced and the inconvenience that was caused as a result.
Initially, HBRWC elected to repair Mr. Batt's air conditioning system pursuant to section B-1 of his Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." These repairs did not hold.
On May 11, 2015 Mr. [redacted] requested a different service provider be dispatched to the home, due to dissatisfaction with the company Blue Ridge Heating and Air Conditioning. HBRWC agreed to this request. However, we regret that there was a further delay while HBRWC located an alternate contractor. We would note that section B-9 of Mr. [redacted] Agreement does state, "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."
A second service contractor was dispatched, however, HBRWC was not able to resolve a discrepancy with that company. Finally, Residential Systems was dispatched to the home on May 12, 2015 for service the following day. Equipment was ordered and the system was replaced per Mr. [redacted] desired resolution.
We again apologize for the delays that Mr. [redacted] experienced. As the repairs have been completed at this time, we respectfully request this matter be considered closed. We do thank Mr. [redacted] for bringing this to our attention. HBRWC strives to provide fast, reliable service and we agree that anything less is unacceptable. HBRWC will have this matter reviewed further internally to prevent such delays from occurring in the future.
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
To be transparent, Blue Ridge Heating and Air Conditioning refused to return as they refuse to work any further with 2-10 Homebuyers Warranty. They told us they would gladly return to our home to make the necessary repairs, but not if it is warranty related with 2-10.
With regards to Section B-9's statement of labor difficulties "beyond our control", it's obvious that of a contractor refuses to work with their company then there is a deeper issue that needs to be resolved. That being said, why we, the customer, were literally having to listen to representatives from both sides complain about each other was beyond me and in my opinion, extremely unprofessional.
As to the repairs finally being made, the company that came in Residential Systems did an outstanding job, and we've already selected them for any future service, maintenance, and the like of our system. I would urge 2-10 to continue to work with them.
As for the amount of time taken, it was absolutely unnecessary. I could understand if we lived in a desolate area where tradesman and parts were hard to come by, but let's be realistic...
All in all I'm satisfied with the fact that the system has been replaced, but it shouldn't have come to a complaint to the Revdex.com to finally get the ball rolling weeks later. I thank the Revdex.com for their assistance, and I'm glad that myself and the Warranty company can part ways somewhat amicably.
Respectfully,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Again, I never questions if their was a chip.  I question the origination, which is subjective.  Just because 2-10 claims it is not normal wear and tear does not make it so.  Additionally, 2-10 had told the [redacted] representative that the cook top would be covered, which prompted my paying him $100 deductible.  It was not until nearly a week later that 2-10 asked me for photos.  I submitted them, so it's not as if I was trying to conceal anything.  If they are going to claim to cover glass cook tops, then cover them.  If not, remove it from the stated coverage.  The current language leaves it open to subjectivity, which will always side with the party that has a financial stake.  If the representative had not said the claim will be covered, much of this could have been avoided.  As is, I have no other way to feel than I have been cheated by 2-10.
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

Complaint: [redacted]
I am rejecting this response because: The company 2-10 home buyers warranty has not fixed the problem. They are still sending out the wrong parts and their staff members when calling them still refuse to give their full names. I was actually told by several of their employee's that they are not authorized to give that information out. I find the answer to giving their full name not to be true because I too work for with the public and their employee's are just rude and unprofessional this is a company I would have chosen for having my home appliances under warranty with I was s tuck with dealing with these people because I have just purchases this a little under six months now. I have never been treated so badly in my life. The company needs to have all of their staff members take classes in how to use excellent phone manners and how to deal with numerous phone calls. How to response to customers who get upset waiting for someone to answer their calls and help them with they questions. Also have an address and phone number and associates names so the customer can write a letter of complaint. I really feel that 2-10 HBW should accommodate me for the unprofessional treatment that I have received from them. Here it is now July 15 2016 and it's been 90 plus with the heat index feels like 100 degrees and I am still waiting for my air conditioner to be complete. I was told Wednesday July 13' 2016 that the air conditioner unit was sent out and should be received that day, but that was not the case, now the A-Absolute Air technician is telling it could be next week before the unit will be in, due to the unit is coming from  New Jersey and I like in the state of Maryland. I am puzzled and upset that I have to wait this long to have my air conditioner I hope this is not the way they  treat all customers especially customers like myself who don't live in Denver. I feel they do this because I am in another state.  
Sincerely,
[redacted]

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]. Thank you for the opportunity to review and respond.
 
We apologize in advance to [redacted], if the sales representative was out of...

line. This matter will be investigated internally. [redacted]’s complaint has been forwarded to the Sales Management to stop any further solicitation.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because, they were supposed to refund me for the warranty and it's been 15 days since they said they were sending me a check.
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 air conditioner claim. Thank you for the...

opportunity to review and respond.   Our records indicate that 2 different systems were worked on prior to the third system being diagnosed. [redacted] is correct in that the Agreement covers up to 2 systems and a 3rd system would not be eligible. We are understanding of [redacted]’s situation and have agreed that due to the nature of the first failure caused by a loose wire, the first claim will not be consider an incident. HBRWC has contacted the contractor to move forward with the repairs of the present claim and the equipment has been ordered. A representative of this department called the [redacted] residence and spoke to [redacted]. She was updated on the status and found this satisfactory. She will relay this information to [redacted].   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

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 March 23, 2017, [redacted] reported online, the microwave is not heating or cooking food properly. The contractor reported the door switch and lever lock are worn out. The contractor requested we supply the parts. This was sent to our supply research department where it was found on ** website [redacted] that [redacted]’s ** microwave, model # [redacted] is a countertop. A trim kit is available for purchase, to give the microwave a built in look. We request the Revdex.com to go to the ** website. When you put in this model in the search box on the upper right, the FIRST page that comes up is the model with the wording "** Profile™ Series 2.2 Cu. Ft. Countertop Microwave Oven".
Then clicking on that link brings up the main page for this model with specs of it and features and one of those features state "Built-in capable microwave - This countertop microwave oven is built-in capable with a sleek matching trim kit".
 
That alone should tell all that this unit is a counter top and the trim kit makes the unit "LOOK" built in - the trim kit does not change the FACT that this model is a COUNTER TOP microwave. It was also confirmed through [redacted] Parts Direct that this is a counter top microwave. This has also been confirmed with our appliance expert. Per the Terms & Conditions of the Agreement under Kitchen Appliances “Excluded: Built-in Microwave: portable or counter top units,” This means counter top microwaves are not eligible for coverage. As a gesture of goodwill and not an admission of liability. HBRWC has reimbursed both of [redacted]’s service fees to put toward the repair or replacement of her microwave. It will take approximately 10 to 14 business days to receive the checks.
 
We do apologize for any inconvenience by any employees that came across rude or disconnected a phone call. We take these accusations seriously and can assure her that it is not acceptable for anyone to be rude. This matter will be investigated internally so we may make corrections and continue to improve our service. We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/08/05) */
August 4, 2015
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on July 4, 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, diagnosis, professionalism and service issues [redacted] mentioned have been investigated further internally by our company to enhance our service request handling process.
In the inquiry [redacted] mentioned HBRWC was closed on the weekend, that there was misinformation regarding the diagnosis, inappropriate time frames for resolution, lack of professionalism and requesting the air conditioning repaired.
In regards to HBRWC being closed on the weekend, we are open on the weekends and provide multiple methods of contact with our customers. We can be reached by phone at X-XXX-XXX-XXXX, 24 hours a day, 7 days a week, by selecting multiple options on our Website 2-10.com, email by selecting "Contact Us" from our Website, or utilizing our Homeowner Portal from our Website.
The independent service contractor T & T [redacted] & [redacted] had provided us with their diagnosis on June 29, 2015. We acknowledge there were some differences of information provided regarding the diagnosis. It appeared these differences lead to a communication of a possible improper installation causing the failures. After careful review of [redacted]'s service request we dispatched another independent in network service contractor to perform a diagnosis.
In regards to the time frames for resolution, [redacted]'s service request was placed with our company on June 5, 2015, and confirmed completed on July 17, 2015. Although we strive to provide fast and reliable service to all of our customers, [redacted]'s service request involved additional independent in network service contractors to be dispatched for performing diagnosis and repair and this contributed to the time frame involved.
We dispatched [redacted] and [redacted] an independent in network service contractor, on July 6, 2015, to diagnose [redacted]'s system. We confirmed that on July 17, 2015, [redacted] and [redacted] replaced the fan motor and the system was operating as intended.
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,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
Their response doesn't address the unacceptable level of customer service my husband and I recieved. Their methods come across as shady or fraudulent. However, my panel is getting fixed on 2/25 and 2/26 is the last day of our contract together. I am happy to get the issue resolved and walk away from this company. That is the best resolution for complaint ID 11127123.
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 [redacted]. We have located [redacted] Limited Home service Agreement. [redacted] has an active warranty with 2-10 HBW. He has not informed us by...

phone that he does not want to be disturbed concerning his warranty needs. An email has been sent to warranty administrations to note his warranty that he is not to be disturbed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:my claim was submitted on June 6, the purchasing supervisor told me on the phone conversation I had (which is recorded) that the contractor they provided was shady and he would be upset with them too, the poor customer service in which I received in the month and a half wait to finally pick my own contractor to fix the problem and the lack of communication between 2-10 and trane for receiving the correct parts on the first order. I have since taken a buyout from 2-10 due to my wife being pregnant and needing a/c for her comfort. This was started as a "EMERGENCY" claim and it was dealt with no urgency. I will never recommend this company and as a matter a fact I will go out of my way to make sure no one I know ever chooses to use them. 
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 would like 2-10 to be aware that because of the way their contractors and their own employees handled this situation, that I will not be renewing my contract with them as I have previously and planned to this upcoming year. It is unfortunate that they allow such events to take place that result in loss of business.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: even though the warranty agreement was canceled, I gave the company two years o fix the issue and all they could do is apologize and say only thing they can do is have me find my own contractor and every contractor I spoke with refuses to work with 2-20 hbw. I past that info along and 2-10 hbw and they apologized again and said there was nothing they could do, because they would not be able to approve the job or completion without the contractor forwarding info to 2-10.  Also if I did the work myself they wouldn’t pay because I’m not a licensed contractor. And ths wasn’t just the first incident, this was the fourth incident. I would understand if it was one time but every time I requested a work order I did not receive any service from a service provider that I paid. Of course I canceled. My contract was up and I refused to start another contract knowing that they couldn’t provide the Sevice they guarantee. I think if all the recordings and notes pulled from last three years someone could see my frustration. I won’t except the text book answer on my issue. And I won’t accept that 2-10 won’t or can’t provide payment because I canceled my contract.  Out of the three years that I have religiously paid on time. I’m not expecting that 2-10 pay the first two years. That’s on me because I gave the benefit of doubt. But this past year is not acceptable. I paid for a service that couldn’t provide Any form of assistance. I want this past years money back.. I don’t believe this situation will help 2-10 marketing and retention, because I’m willing to take his situation as far as it needs to go in order to get what’s owed to me. The next step is up to 2-10. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/18) */
The Office of the President at [redacted] Home Buyers Warranty of Virginia, Inc. ("[redacted]") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located the claim which is for the property XXXX XXnd Street East...

in Arlington, as well as Ms. [redacted] Limited Home Service Agreement ("Agreement"). Thank you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that Ms. [redacted] and her tenants may have experienced during the claims handling process. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We will have this matter investigated further internally.
Our records indicate that Ms. [redacted] submitted two receipts for temporary cooling units, coming to $294.68 total. To date, Ms. [redacted] has been reimbursed $150 of those costs, as well as the $100 service fee that she paid to the service contractor. Due to the delay that occurred, we do agree to reimburse the remaining balance of $144.68 to Ms. [redacted].
We will not be reimbursing the non-covered charges that Ms. [redacted] paid to the service contractor for the repairs. Disposal of refrigerant and equipment and modifications due to different dimensions are not eligible for coverage pursuant to sections E-10 and E-2 of the Agreement, respectively.
We regret that [redacted] has not been able to determine why the initial parts that were ordered on [redacted] 19th did not arrive at their expected date. [redacted] received confirmation of the order and its shipping from the manufacturer. Similarly, we did not receive any notifications of further delays or trouble that that order. Once Ms. [redacted] brought this to our attention, a new order was made. It was not possible for our customer service representatives to explain this to Ms. [redacted], since it is still unknown what occurred with the manufacturer that led to this delay. We would note that section E-9 of Ms. [redacted] Agreement states, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
We further regret that it was not possible to expedite the shipping of the equipment order without risking damage to the equipment. It is for this reason that [redacted] does not expedite part orders on HVAC parts. We apologize for any inconvenience that this may have caused.
The second equipment ordered was received by the contractor, and repairs were completed on the 6th of June. We again apologize for any inconvenience that Ms. [redacted] may have experienced.
Sincerely,
[redacted]
Office of the President
[redacted] Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response and the apology. I found this whole experience to be very frustrating. I am pleased that they have agreed to reimburse me for the cooling unit costs but, contrary to their representation, I have not received the initial payment of $150 towards this- despite being told the check had been ordered three weeks ago by customer care representative [redacted]. I did receive the check for $100. I called yesterday to inquire about the status of the $150 payment and was told that the check had not yet been processed and that they would rectify that error. Until that error has been rectified and I receive the full amount to reimburse me for the air conditioning units that I was forced to buy, I will not be able to say that I accept the response from the business.
Final Business Response /* (4000, 9, 2015/07/11) */
The Office of the President at [redacted] Home Buyers Warranty of [redacted], Inc. is in receipt of the rebuttal submitted by [redacted]. We apologize for the error that occurred regarding the reimbursement of the $150 that was offered in our previous response. Our records indicate that the check was mailed on June 25, 2015, and that [redacted] should have received it by the time of this response. If that is not correct, we request that the customer contact us immediately by calling XXX-XXX-XXXX or emailing [redacted].com
Sincerely,
[redacted]
Office of the President
[redacted] 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 6, 2016, [redacted] reported there is a persistent leak in the unit and 5 lbs. low on Freon. Independent service contractor, Adjustable Plumbing Heating & Cooling was dispatched to the home and reported the Trane air conditioner had a Freon leak in the evaporator coil. Industrial standard finds it acceptable to replace a universal evaporator coil with the original condensing unit as long as they are within specs. [redacted] lives in North Carolina where government regulations follow the Air Conditioning, Heating, Refrigeration Institute (AHRI) guidelines. Due to these government regulation, in his state, the evaporator coil must match the outdoor condensing unit in brand and seer as well as being tested to be compatible.   While the evaporator coil is eligible for coverage because there is a failure, the replacement of the outdoor condensing unit is not eligible for coverage (no failure).  This is explained in the "More Info to Know" section of [redacted] Agreement on page 5, when it states, "At times, State and Federal agencies will pass laws, or regulations, that change what is required when replacing part, or all, of a system such as heating, air conditioning, appliances  or electrical. We will cover costs related to the failed item, but not costs related to the additional government requirements." This is also stated in section B-3 of [redacted] Agreement:  "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances."   On June 13, 2016, Trane notified us that the identical evaporator coil was 7-10 days out. We felt it best to order the Trane coil as this would save [redacted]’s quite a bit of out of pocket cost by no having to replace the outdoor condensing unit. The below email was sent to [redacted] concerning his options.   “Good Evening,   We have found the coil that is needed for your system however we are only able to get this in Denver which the time frame on that is 5-7 days out. You will have three options available to you at this time: 1.     Accept the 5-7 day delay 2.     Accept the cash out amount of $803.37 3.     We could go with a universal coil however in your state the outdoor unit would have to match brand  but since the contractor didn’t report any failures with the outdoor unit  that would be an out of pocket expense. We would have to get an estimate from Adjustable on that Please call us back at [redacted] and let us know how to proceed”   [redacted] did call back and accept the 5-7 day delay and the coil was ordered. The contractor had called on June 23, 2016 reporting they had not received the coil. A call was placed to Trane and they reported it is now on back order for 45 days. It was later found that Trane had made an error and the coil was shipped out the next morning. When the contractor received the coil, they stated it was too big and they could not make it fit. We confirmed with Trane this was the correct coil. [redacted] was in direct contact with a supervisor to get this resolved. The supervisor contacted an HVAC company that [redacted] has associations with and got their cost for repair. A buyout was offered to [redacted] so he could move forward with his HVAC company. [redacted] accepted the offer.   HBRWC apologizes to [redacted] for the experience he has had 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]’ Limited Home service Agreement (“Agreement”) and applicable water heater claim. Thank you for the opportunity to...

review and respond. Our records indicate on May 7, 2016, [redacted] reported the water heater is leaking at the top. Independent service contractor, [redacted] (“[redacted]”) was dispatched to the home to evaluate the water heater. [redacted] reported the water heater is located in a first floor closet and they will not work on water heaters in that type of restricted area. Every effort was made to find a contractor to service in a timely manner but we were not successful. Pursuant to the Terms & Conditions A-1. “If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.” The representative asked if she could contact her own out-of-network service contactor. She located a contractor that was able to service on May 18, 2016. Her contractor was authorized to do the replacement of the water heater. A representative of this department contacted [redacted] and confirmed the water heater was installed May 19, 2016. For her troubles, the representative offered her service fee back and she accepted. We sincerely apologize for any frustration or inconvenience that [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 warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
While I disagree with 2-10's response and find it unacceptable, I'm expecting no further action or response from them.  I appreciate 2-10 referring to the contract several times, but I'm well aware of what the contract states.  My expectations were solely based on what I was told by T&T Heating.   I was told my system had at least two leaks and my system needed to be replaced.  I was never informed of the claim being switched to another company.  I was never called by the new company.  When I was about the reason, I called T&T and asked if they work on Trane system, they said 'yes.'  If you look them up online (on yellowpages), you see the following: * TRANE * LENNOX * BRYANT, Carrier, Comfort Maker, Goodman.   It's 2-10 choice to believe or not believe.

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.
 
We do respectfully disagree with Mr. [redacted]. We will not downsize a heat pump system an entire ton, even if it does cost 2-10 HBW more, as the Agreement requires we replace equipment with similar features. This is described in the Agreement’s Terms & Conditions, B-2; “When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency”. We will not downsize as this opens 2-10 HBW up for potentially replacing the system again if a homeowner is not happy with the smaller unit. By staying with the similar size, 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Agreement. Mr. [redacted] was given the option of taking a cash buyout since he we will not downsize to a 4 ton. Mr. [redacted] has accepted the buyout.
 
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. 
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation