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

respond.
 
Concerning contractor availability in Mr. [redacted]’s service area. 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. We do apologize for this inconvenience. When this occurs, we do give the customer the option to locate their own contractor. We do have this right as explained in the Agreement under 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.”
 
Mr. [redacted] has already cancelled his Agreement. We apologize his experience has led him to this decision. The Agreement was cancelled as stated in section F of his Agreement, which states:  “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term” We regret we would not refund the full years Agreement as we are not liable for such expense.
 
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 April 18, 2017, [redacted] reported his Sub-Zero is not freezing. The independent contractor, [redacted] (“[redacted]”) was dispatched and reported the defrost board shorted and the board was ordered with an eta for May 11, 2017. On the morning of May 16, 2017, a representative called [redacted] for the status. [redacted] advised the board just came in and he will schedule an appointment with [redacted]. Later that evening [redacted] called in and was upset as [redacted] missed the appointment and has not returned his calls. The representative sent [redacted] to our contractor relations department to see what is going on. On May 18, 2017, [redacted] contacted HBRWC as [redacted] was still being non responsive. The representative decided to dispatch another independent contractor, [redacted]. Sending a different contractor does start the process all over again as every contractor will not go off another contractor’s findings. When our contractor relations received the complaint against [redacted]. The contractor relations representative was able to put the claim back on track. [redacted] has reported that the part is installed and the refrigerator is operating correctly.
 
A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. [redacted] unprofessional behavior has been addressed. We hope [redacted] understands that there are some things that are out of our control. Per the Agreement under 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 or labor difficulties.” This was certainly a labor issue with the independent contractor.
 
We do empathize how frustrating it can be with a malfunctioning refrigerator. HBRWC apologizes for this inconveniences. We value [redacted]’s 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 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]’s gas pack was replaced in 2013 by HBRWC with a Carrier product that was installed by independent service contractor, [redacted] [redacted]. On July 12, 2016, [redacted] reported the blower motor is constantly running. Independent service contractor, [redacted] [redacted] was dispatched to the home and reported the evaporator coil is leaking and the evaporator coil needs to be replaced. [redacted] [redacted] did not report the system was unrepairable and in need of replacement. We do apologize if the contractor told [redacted] that the system had to be replaced. To be clear, all of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. If the independent contractor replaced the system, this was without our knowledge or direction and her dispute would be with [redacted] [redacted] and not HBRWC. If [redacted] would please refer to the Agreement under the Terms & Conditions; section C-1 “We will not pay for any services performed without our prior authorization.” In addition E-1; “We reserve the right to determine whether Eligible Equipment or its components will be repaired or replaced.” Even if the independent service contractor’s recommendation was to replace the system, the final decision for repairs or replacement is solely ours. When only one component has failed on a system. Our decision would have been to repair and not replace. ** [redacted] has been sent to our contractor relations department to address this issue.
 
A representative has contacted [redacted] and a repair buyout at our cost to replace the evaporator coil has been offered to her. She is still in discussion with the representative. HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”). Thank you for the opportunity to review and respond.
 
Our...

records indicate on March 15, 2107, Mr. [redacted] reported since March 8, 2017 his furnace has not been heating. The independent contractor, [redacted] was dispatched and reported the heat exchanger has cracks and producing carbon monoxide. The cracks were visible as well as a carbon monoxide detector was used. There was also evidence of prior flame roll out. The contractor found 3 of the 5 chambers had cracks. The second chamber had a 3 inch long crack, the third chamber, a 2 inch crack and the fourth chamber had a 4 inch crack.  The Agreement’s original effective date was February 28 and the failure was noticed March 8. The cracks with evidence of flame roll out could not have occurred within the 8 days that the Agreement had been in effect. The claim was denied due to multiple lengthy cracks with evidence of flame roll out. Mr. [redacted] was advised that his furnace claim was not eligible for coverage per 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.”
 
Mr. [redacted] disputed the denial and advised he has information showing the furnace was in good working order. He sent in his home inspection which showed the furnace was working fine. Mr. [redacted] also advised he has been in the home since February 8. The representative called the agent to verify this. A copy of the HUD information was received which verified the effective date of closing was February 8. The effective date of the Agreement was changed to February 8 and the claim was overturned. The contractor was authorized to replace the furnace and the furnace has been ordered.
 
HBRWC would like to apologize for the error of the effective date. At this time we do not know if the information was sent over to our agent services department like this or if this was an internal error. We value Mr. [redacted]’s business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by [redacted]. As a goodwill gesture, we have picked up the out of pocket cost of $120 and this will be paid directly to [redacted] has been updated and they will not seek payment toward [redacted].
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located 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 11, 2016, Mr. [redacted] reported online his water heater is not producing hot water. The independent contractor [redacted] was dispatched to the home and reported “the gas valve is blinking and the code is calling for a new burner kit to fix this” The contractor was authorized to replace the gas valve. The contractor did not have the part # and was to call back. On December 15, 2016, the contractor told us he could not locate the part and wanted to replace the water heater. Our parts department found that the water heater was manufactured in 2011 and the part was still under manufactures warranty. The contractor was advised he can swap the part out under manufactures warranty and they agreed. On July 16, Mrs. [redacted] called requesting another contractor. She felt [redacted] was purposely delaying the claim. [redacted] was sent to our contractor relations department to investigate and addressed. The independent contractor [redacted] was dispatched and reported they did could not find any failures. There were no longer any error codes and the water heater is working as it should. The water heater apparently just need to be reset. A representative of this department called and spoke to Mrs. [redacted]. She confirmed the water heater is working.
 
We do acknowledge the contractor [redacted] had unnecessarily delayed this claim by not following through after their initial diagnostics. HBRWC would like to apologize for the inconvenience Mr. [redacted] may have experienced due to the delay. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/23) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") are in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We sincerely apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process. Our records indicate that a claim for the refrigerator was first placed on May 27, 2025. HBRWC attempted to make repairs to the refrigerator per section E-1 of Ms. [redacted]'s Agreement which states, "We reserve the right to determine whether Eligible Equipment or its components will be repaired or replaced."
Since Ms. [redacted] did have a $400 limitation on appliances, as stated in the trade section of the Agreement, the goal was to repair the refrigerator and prevent potential out of pocket expenses. We do acknowledge this was not successful and sincerely apologize for the delay.

Our records indicate that on July 29, 2015 the independent contractor recommended replacement of the refrigerator. HBRWC costs to replace this refrigerator came to $831 total. Initially, this amount was offered in error. This was noted on July 30, 2015 and was corrected to offering $400 total for repairs. Ms. [redacted] did provide all of her information for the buyout check of $400, however this was never processed. We acknowledge that both of these instances caused preventable delays and sincerely apologize. Finally, we would note that while our notes state that HBRWC replied to Legal Shield on October 14, 2015, we were not able to locate that letter and as such cannot confirm that it was mailed and emailed to the correct location. We will continue to search for this information and will resend the letter once it is located.
Due to the inconveniences that Ms. [redacted] experienced, HBRWC is modifying this and will be sending Ms. [redacted] a check for the $831 she was initially offered. We would note that this is being offered as a gesture of goodwill and not by admission of liability, since the correct amount is the $400. We are requesting this check be sent priority mail, but would note that due to the Thanksgiving holiday it is likely that Ms. [redacted] will not receive the check until next week. If she does not receive the check by December 4, 2015, HBRWC requests that she please call XXX-XXX-XXXX to speak with [redacted] directly.
We would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We again would like to apologize for any frustration or inconvenience that Ms. [redacted] may have experienced. We will be reimbursing her $831 and not the $400 originally specified, due to errors that occurred during the claim handling process.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Holiday

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,
Shannon [redacted]

Complaint: [redacted]
I am rejecting this response because: the salt cell was installed and was not calibrated. I have called [redacted] for 3 weeks now hearing the same excuse, and that they will be out at the begining of the week. It is now July 19th and I still don't have a salt cell working. Not sure how this is not 2-10's issue. They are the ones that hired this contractor to repair the problem that is covered under this warranty. 
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]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate there have been multiple unrelated issues with the air conditioner since July 3, 2017. Originally the compressor had shorted out and the reversing valve and the [redacted] were stuck. An independent contractor was approved to replace these parts. On September 8, 2017, a different independent contractor reported a problem with the evaporator coil and he was approved to replace the coil. Then on September 27, 2017, [redacted] notified us that the air conditioner is still not working properly. The independent contractor Dawson Service, was dispatched and reported the capacitor had two melted wires at the end. The technician replaced the capacitor and the unit was working normally. A representative spoke with [redacted] and explained that as long as he has the Agreement, the air conditioner would be eligible for coverage.
 
2-10 HBW will not replace an entire system when only a few components need to be replaced and we do not replace a system due to age. As a system ages, there are unforeseen breakdowns that are unrelated to the original failure that will occur. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. These type of repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. As 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.” 2-10 HBW does take the independent contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours.
 
2-10 HBW would like to apologize for the inconvenience [redacted] may have experienced. We value her business and we look forward to serving her 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 [redacted]. We have located [redacted]’ Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity...

to review and respond.
 
Our records indicate on July 7, 2016, [redacted] reported his air conditioner is not blowing cold air. Due to the urgency, He used his own out of network contractor and the out of network guidelines were explained to him by our customer service department. The Agreement makes it quite clear that an out of network contractor must call in prior to any work being done. This is located in the Agreement under the Terms & Conditions; A-1. “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor”. A Representative called [redacted] and he explained we were closed when his contractor tried calling prior to work being performed. He had no choice but have them complete the repairs due to his condition. It does explain we are open. Under page 3 of the Agreement on How do I request Service “Contact us at 2-10.com or [redacted], 24 hours a day, 7 days a week”. We are understanding of the Stokes situation and we have come to a satisfactory settlement.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  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 (“2-10 HBW”) 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.
 
Mrs. [redacted] is correct, in the Agreement under Plumbing; “DOLLAR LIMITS PER SERVICE AGREEMENT: * Faucet repair and/or replacement - $150 per faucet.” The independent contractor billed out “online” his diagnostic fee of $65 per faucet, leaving a remaining balance of $85 per faucet. Mrs. [redacted] took a buyout on each of the faucets and purchased her own faucets. The contractor’s diagnostic time would go toward the $150 maximum. 2-10 HBW does not know if the contractor told Mrs. [redacted] if they would install the faucet for the amount they billed out for. A representative did contact Mrs. [redacted] and was able to come to a settlement.
 
We apologize to Mrs. [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

he 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....


 
All of the contractor’s that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. A stern criteria of the independent contractors we utilize is to provide our customers and HBRWC fast, reliable, professional service. The independent contractors DO NOT make coverage decisions; HBRWC does. If [redacted] has issues with a contractor stating something is not eligible, he needs to contact HBRWC as the contractors are not fully versed in the Terms & Conditions of the Agreements.
 
Gas Oven claim - Our records indicate for [redacted]’s gas oven, on January 3, 2014, the contractor reported the gas oven is fine, no failures. It is the gas line going to the gas oven that is leaking. Per the Agreement, under the Heating and Plumbing section, the only gas lines that are eligible for coverage are the ones leading to the furnace and the water heater. All other gas lines are not eligible.
 
Air Conditioning claim - On June 17, 2014, the contractor All Home Services was dispatched to the property. The contractor never reported his findings, usually because it is an easy fix and under the customers service fee. [redacted]’s air conditioning claim WAS NOT denied. If he was still having issues with his air conditioner, he should have called in to HBRWC and set up a recall/return visit for All Home Service; the deductible would have been waived.
 
Roof claim – On September 29, 2015, the contractor reported there is a leak above the kitchen in the rear of the home. To stop the leak, he would need to replace a few shingles 3ft x 4ft area. His cost to make the repair was $350, less [redacted]’s $100 service fee, the contractor was authorized $250 to perform the repair. Per the 2014 – 2015 Agreement, under Roof Leak Repair; “Water leaks must occur in the roof located over the occupied living area (excluding garage), provided the leaks are the result of rain and/or normal wear and deterioration and the roof was watertight and in good condition at the effective date of coverage.”. In addition, there is a maximum amount paid out on roof claims of $300. This is also located in the roof section; “DOLLAR LIMITS PER SERVICE AGREEMENT: * Cost to diagnose, repair and/or replace - $300”. It is clear that the roof coverage is meant for minor repairs up to the $300 maximum and it is not intended to replace an entire roof. This is a Limited Service Agreement, when an entire roof is in need of replacement, we usually suggest the customer contact their homeowners insurance.
 
Present Air Conditioning claim. On May 17, 2017 [redacted] reported online, his ac unit is not blowing cold air. The independent contractor, [redacted] reported: “Checked the system, checked the charge (refrigerant), and checked the indoor unit. Found unit running on very high head pressure and that causes the unit to not work properly. The heat exchange between outdoor coil and air is not great and that’s why we have high head pressure. Acid coil cleaning is recommended.” The technician found no mechanical failure to the air conditioner. The system needs cleaning which is at the customer’s expense. Per the Agreement under the Terms & Conditions; B-7 “We are not responsible for ...the cost of cleaning any parts or equipment.” B-16; “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer”. A representative explained the system needs to be cleaned and that we need an eligible failure in order to initiate repairs. [redacted] was given options of getting his system acid cleaned or getting his own second opinion. [redacted] will first attempt to have [redacted] return and provide a more in depth diagnosis. He will request this personally from them. The representative forwarded [redacted], to our contractor relations department due to giving [redacted] the impression that we deny the majority of our service request.
 
Many times a system needs to just be cleaned in order to work properly. If after the cleaning and there are still issues with the system, then this will be addressed without a service fee. It should also be pointed out that [redacted] can use any HVAC contractor to clean the system. If [redacted] decides to go out of our network, we request he calls in and we will explain and email him the guidelines for using a contractor out of our network.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value his business and we look forward to hearing from him soon.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the 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 19, 2016, [redacted] reported on line his air conditioner is leaking water.
Independent service contractor, [redacted] was dispatched to the home and reported the drain pan is too large for the return and causing water to come out and causing water damage. The technician recommends a new drain pan. To replace the drain pan due it being too large is improper and not eligible for coverage. Mr. [redacted] said he would pay for the drain pan. On July 26, 2016, Mr. [redacted] called in requested a different contractor because he does not trust the contractor’s diagnosis. Independent contractor [redacted] was dispatched and reported the drain pan is cracked and missing a piece. The contractor was authorized to replace the drain pan. It was found the drain pan is on backorder for three weeks. A call was recently placed to [redacted] and there was no ETA. At this time, we have authorized the contractor to supply the drain pan as there supplier can get it within a week. A call was placed to Mr. [redacted] as to the status. [redacted] has been sent to our contractor relations department to be addressed due to Mr. [redacted] dissatisfaction and the fact they should have recognized a crack drain pan.
 
Concerning the water damage, If [redacted] would please reference her agreement under the Terms & Conditions 5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage” In addition E-8 There is no coverage for any loss or damage that is caused or made worse by any of the following causes, whether acting alone or in sequence or concurrence with any other cause or causes, including…water damage,” Water damage is not eligible for coverage. We do suggest Mr. [redacted] check with their 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

Initial Business Response /* (1000, 5, 2015/05/29) */
The Office of the President at [redacted] VI ("[redacted]") is in receipt of your inquiry submitted under case number 75256401 by [redacted]. We have located your [redacted] Agreement ("Agreement") and applicable...

claims. Thank you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We do acknowledge that you should have been offered out of network service contractor procedures on [redacted] 12, 2015 after it was determined that Live Electric would not be providing service to this property.
We regret that we did not have an alternate electrician in our list of preferred service vendors to service the area. While [redacted] makes every attempt to have coverage for every trade in a region, sometimes this is not possible. Per section C-3 of your Agreement: "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 and call us for prior authorization to perform service. Your service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements."
[redacted] has also reviewed information submitted by Ms. [redacted] for the repairs to the air conditioning system. The invoices submitted state that on [redacted] 13, 2015 the service contractor Air Around the Clock removed the evaporator coil and drain pan and charged $395 at that time. This contractor also replaced a control board for the outdoor condensing unit on the 18th of May. At that time, they charged $695 for the repairs. While we do not have a dedicated invoice, Ms. [redacted]'s complaint indicates that the evaporator coil was also replaced for $2300 total on an unspecified date.
We regret that the work performed on these dates are not eligible for coverage. [redacted] was not notified of these repairs until [redacted] 20, 2015, after the repairs had been completed. Per section C-1 of the Agreement: "We will not pay for any services performed without our prior authorization. Notice of the problem must be received by us during the service period."
While we do acknowledge that Ms. [redacted] did experience difficulty due to a lack of electrical service contractors able to perform repairs, [redacted] does have multiple HVAC contractors in Ms. [redacted]'s area. They would have been able to offer professional service in a timely manner had [redacted] been notified of the failure.
We apologize that we are not able to be of further assistance. We do appreciate Ms. [redacted] for bringing your concerns to our attention so we may review the matter further.
Sincerely,
[redacted]
Office of the President
[redacted] VI
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response the electrician. That was very frustrating as they should have informed me at the beginning that this would be out of network since they did not have adequate contractors. The first 2 services on the AC were not reported until after work was performed. While I would appreciate consideration for that, I do not expect payment. The 3rd interaction for the AC was handled as I was instructed. I called prior to having the work performed. I submitted the estimate as requested. I received no response for at least 24 hours and went forward with the work. I only received a response after 48 hours when I called to find out why I did not receive information. That estimate was for $2300. I was told the estimate had to be sent to them before the work performed, which is what I did. When I called that Friday (after 48 hours) I was told that the estimate went to the wrong email (that was the email that had been provided). I think it is really bad practice to give instructions then have the customer feel like they are a "bad customer" because the customer care people followed their procedures to the letter. It appears that this organization doesn't have adequate coverage and then the home owner is not sure when or what should be done.
It would satisfy me if they acknowledged and reimbursed me for the $2300 invoice for work that I did try to follow their procedures but received no acknowledgment.
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree the work was completed the day after the request was placed. I was informed at the time that would be OK as long as I sent the estimate prior to the work. the agreement said they needed 24 hours to respond. I waited the 24 hours to actually have the work completed. I was told 2 days later that I sent the authorization to a wrong email even though that was the email that I had been provided. I feel this company and this warranty is a scam.
Final Business Response /* (4000, 13, 2015/07/11) */
The Office of the President is in receipt of the rebuttal submitted by [redacted]. We would refer [redacted] to our previous responses in which we advised of our procedures and why the repairs were not eligible for coverage.
Sincerely,
[redacted]
Office of the President
[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]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
We regret the Heat Recovery System is not eligible for coverage under the Agreement, which state in the Terms & Conditions “We provide service for covered systems and/or appliances: 4. are specified as “included” on pages 3, 4 and 5 of this Service Agreement. If a system or item is not specified as “included” then it is not eligible for service;” This means since the Heat Recovery System is not listed as a covered item, it is not eligible for coverage (repair).
 
The Heat Recovery System could very well be code in [redacted] but the system itself has failed and it is not an item that is listed as covered. For example, if an HVAC item (ex: furnace) that was eligible for coverage had failed and in need of replacement. The contractor reports that the new furnace needs to be bought up to code in order to pass inspection, then the HVAC Plus option would apply. Per the Agreement; HVAC Plus option: “Perform service related to mismatched systems, components having incompatible capacity ratings on covered system or other code violations deemed necessary to affect covered repairs and replacements to heating or air conditioning. EXCLUDED: *Upgrades not related to an eligible repair” The Heat Recovery System itself is not a covered system and it is not a covered repair.
The present Heat Recovery System is not a code issue but a failure to an item that is not listed as covered under the Agreement.
We do apologize to [redacted] for the confusion.
 
[redacted]
[redacted]
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Dr. [redacted].  Thank you for the opportunity to review further.
 
The pedestals is not part of the washing machine. The pedestal has their own model number.  Dr. [redacted]’s [redacted] washer, model number [redacted] does not have a built in pedestal. Further, pedestals are not eligible. If Dr. [redacted] would please refer to his Agreement. The first sentence of the Terms & Conditions states; “To make our Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything.” Then right under this clause is states; “We provide service for covered systems and/or appliances: … 4. are specified as “included” on pages 3, 4 and 5 of this Service Agreement. If a system or item is not specified as “included” then it is not eligible for service;” Washers are identified on page 4 of the Agreement and pedestals are not listed. This means the optional pedestals are not a covered item.
 
In addition, as stated in the Terms & Conditions; B-1 When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or color. We are not responsible for matching any feature of an existing system or appliance that does not contribute to the primary function of that system or appliance.” As shown on the website, there is an optional pedestal for the ** washer that Dr. [redacted] accepted. The model number listed for the pedestal is [redacted]. This would be an out of pocket expense for Dr. [redacted] as the pedestal is not a covered item. Dr. [redacted] has been refunded his service fee.
 
Dr. [redacted] has alleged that the contractor had broken the pedestal which the contractor has denied responsibility. All alleged property damage claims are sent to the contractor relations department for review with the contractor. To be clear, 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. If Dr. [redacted] feels that the independent contractor caused damage to his pedestal, his dispute is with the independent contractor and not 2-10 HBW. This is one of the reason we make sure all of the independent service contractors we contract with on pricing are licensed and insured. This is explained in section B-5 of the Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
 
We regret that we cannot be of further assistance in this regard. 2-10 HBW has honored their obligations as specified in the Terms & Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/23) */
The Office of the President at [redacted] ("[redacted]") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] Thank you for the opportunity to review and respond.
We regret that we will not...

be offering a replacement washer at this time. On June 16, 2015 the independent service contractors [redacted] stated that the washer bearings had failed and that the tub assembly would need to be replaced. [redacted] determined that we would proceed with repairs pursuant to section B-1 of the Limited[redacted] ("Agreement") which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
Our records indicate that the parts are expected to arrive on June 23, 2015 and that the contractor will schedule a repair time from there. We would note that while we are proceeding with repairs at this time, if for any reason these repairs do not hold we will review to potentially offer a replacement washer at that time.
We do apologize for the delay that Ms.[redacted] experienced, as well as the difficulty with the lack of communication. [redacted] strives to provide fast, professional service and anything less is unacceptable. We appreciate Ms.[redacted]'s feedback and will have this evaluated internally.
Sincerely,
[redacted]
Office of the President
[redacted]

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

opportunity to review and respond.   We sincerely apologize for the inconvenience that [redacted] may have experienced during the claim handling process.  We acknowledge [redacted]’s concerns regarding the wrong type of contractor being sent initially and will have that addressed with the representative in question to prevent such errors from occurring in the future.   We further apologize that the independent service contractor Faber’s Appliance was unable to failure to her downdraft with the parts.  Section B-1 of [redacted]’s Agreement HBRWC does solely determine whether items will be repaired or replaced.  We do attempt to repair whenever possible, as this is often more cost effect and, as [redacted] noted, there is a $400 claim limit per Appliance.  This limit applies to any repairs that are made or attempted as well as replacement.   With that said, we do empathize with [redacted] situation since those repairs made by Faber’s Appliance did not hold.  For this reason, we would like to offer her a check payment for the full $400 limit which she may put towards replacing her downdraft.  We request that she call us at [redacted] to discuss this offer further.  If this is acceptable, we will need to confirm that we have all of her information correct in the system so we can mail the check out to her.   We again apologize for any inconvenience that [redacted] may have experienced. We appreciate her bringing her concerns to our attention as we do take these matters seriously and we look forward to serving her future warranty needs.   Sincerely, Rachel Reeves 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 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 January 21, 2017, Mr. [redacted] reported online the tankless water heater is making noise, vibrating when the hot water is turned on and low water pressure. The independent contractor [redacted] was dispatched and reported the tankless water heater was improperly installed. An isolation valve was never put on the water heater when it was installed. This is required to hold in the filters. Not having the isolation valve caused calcium buildup. The representative called Mr. [redacted] and explained that improper installation is not eligible for coverage per the Agreement under the Terms & Conditions B-11 “Costs to repair inadequate capacity, manufacturer’s recall, improper design, improper previous repair, problems caused by alterations or modifications, correction of improper installations or
correction of mismatched equipment will be at homeowner’s expense”. Mr. [redacted] told the representative that he will talk to the contractor about cleaning it. In addition B-7 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” And B-16 “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.”
 
The service fee is due regardless of the outcome of the claim. We are understanding of Mr. [redacted]’s circumstances. We agree with Mr. [redacted] that the contractor should have given him a recommendation regardless of our decision. For this, we have reimbursed his service fee. We ask Mr. [redacted] to allow approximately 10 business days to receive the check. The contractor has been sent to our contractor relations department to address this matter.
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] has 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