2-10 Home Buyers Warranty

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, [redacted] reported her dishwasher is not draining. Independent contractor [redacted] scheduled the appointment for August 4, 2016. The contractor orders their own parts directly through our suppliers. On August 8, 2016 the contractor ordered a motor drain pump. The ETA for the motor was August 16. When it was time to install, the technician called the customer stating he was sick and not be able to make it out but could come out the next day. [redacted] explained to [redacted] she could not take the day off tomorrow. Due to the missed appointment, [redacted] requested a technician to install the part after 5:00 pm. Many appliance contractors will not work after hours. A supervisor had been working with [redacted] due to the delay and the alleged property damage by [redacted]. To put this matter to rest, the supervisor offered [redacted] a dishwasher buyout and she accepted the offer.
 
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 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....


 
Our records indicate on June 2, 2017, Ms. [redacted] reported: “Ice Maker is not working, possible improper install. A piece does not fit.” Ms. [redacted] refused the first 2 contractors. The representative contacted the independent contractor [redacted] to service the claim. The technician reported the ice maker arm is hitting the back shelf. The [redacted] had little information on what work the technician did with the ice maker but thought the technician replaced it. On June 12, 2017 Ms. [redacted] called to report her dissatisfaction with the [redacted] technician, the technician did not give her a receipt and the ice maker still does not work. Ms. [redacted] did not want the same technician from [redacted] to come back. A different independent contractor, [redacted] was dispatched and found the ice maker needed to be replaced and [redacted] was authorized to replace the icemaker. Ms. [redacted] called into the office and advised us the refrigerator is leaking. [redacted] was sent back out to the home and the service fee is waived regardless if this is a new failure.
 
We acknowledge her statements regarding the [redacted] technician. [redacted] is a national company with an excellent reputation. We take these accusations seriously and can assure her that it is not acceptable for anyone to be rude. [redacted] has been sent to our contractor relations department to address this issue as well as their vague diagnostics. A stern criteria of the independent contractors we utilize is to provide our customers fast, friendly, reliable, professional service.
 
We regret, we are unable to replace the refrigerator or offer $1,300 up front to replace the refrigerator as the only failure to the refrigerator is the ice maker. We do apologize that we could not be of further assistance in this regard.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

review and respond.   Our records indicate on June 4, 2016, [redacted] reported her Wolf microwave was not heating. On June 22, 2016, the independent service contractor, Appliance Overhaul was dispatched to the home and found the magnetron has failed and needs to be replaced. [redacted] called on June 22, 2016 wanting status. A call was placed to the contractor. The contractor could not locate the magnetron and request that we look for it. The contractor did not notify HBRWC of this until we had reached out to him. We acknowledge and apologize that this caused some of the delay that occurred which was preventable. The part number for the magnetron was sent to our inquiry department. The part is available but on a 10 day back order. We confirmed with the customer that we could move forward with the order. The ETA of the magnetron is July 28, 2018. Pursuant to the Agreement in section B-9 of the Terms & Conditions, “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.”   On August 1, 2016, a representative of this department contacted the contractor. He has received the magnetron and will be scheduling for install. A call was placed to [redacted] to give her a status update and offer her service fee reimbursement due to this delay. She found this an acceptable outcome.   HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department and the delay to her claim. 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. We value her business and we look forward to serving his future warranty needs   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:  It is factually inaccurate and there is no legal reason for 2-10 to materially breach their agreement based on the negligence of 2-10 and their contracted service provider.First, [redacted] never contacted me about performing a nitrogen test as 2-10 claims.  That is not a viable defense of their lack of action.  Part of the reason for my complaint is due to the lack of responsiveness from 2-10 and [redacted].  This will now be the third version of the facts as given by 2-10.  None of the issues were with the physical condition of the unit, thus the suggestion that the physical damage to the unit is responsible for the problem is unpersuasive.Second, even assuming 2-10's assertion of [redacted]'s offer to perform the test is correct, there can be no doubt that the repairs I had to get done were emergency in nature.  Sweltering desert temperatures combined with the negligence of [redacted] and 2-10 is a combination for disaster.  I note that 2-10 relies on provisions in the service agreement that suit their needs, and do not address their and their contracted service providers negligence in failing to perform work in a timely manner directly causing the emergency repairs on the unit.  Third, put another way, 2-10 has a contractual responsibility to the client to ensure that the service providers they hire are able to do the job.  2-10 has a duty and by contracting with [redacted] to perform work, they both have a duty to abide by the contract.  2-10 and [redacted] both breached their duties by having a service provider respond who was unable to access the air exchanger panel, which I note was able to be accessed in a short amount of time by the emergency repair provider.  From 2-10 and [redacted]'s breach of that duty, they caused damages to me in the form of out of pocket expenses (and potentially engaging in fraudulent conduct, including but not limited to consumer fraud) and I have out of pocket expenses (damages) for 2-10's ultimate failure to provide the service they claim to be able to provide.  In short, this is negligence and a material breach of their contractual obligation.  The remedy is to pay all of my out of pocket expenses.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted]. Thank you for the opportunity to review further.   A representative of this department called and requested to speak to [redacted]. She acknowledged she was [redacted]. It was explained to her that at this time, we do not have any plumbers in her immediate area. Our contractor relations department is aware of this. There is no specific time frame when one will be contracted.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

2-10 HBW is committed to providing superior home warranty protection and customer service, and we are always willing to assist the consumer to address any and all warrantable repairs.  However, there are certain coverage limitations that apply, and we are obligated to be bound by them pursuant...

to the warranty documents issued in connection with the consumer’s home.     In this case, the consumer filed a claim under a Limited Structural Defect Warranty provided by 2-10 HBW.  The warranty covers the consumer’s home against major structural defects for 10 years.   The Warranty terms require payment of a $250.00 investigation fee.  This is a non-refundable fee that goes towards the cost of an engineering investigation.  The fee requirement is clearly stated in the warranty documents provided to the consumer.   2-10 HBW hired an engineer to conduct an on-site investigation of the claim concerning a broken roof framing element.  The engineer observed the reported damage, took photographs and produced a report detailing the observed conditions.  The damages did not qualify for coverage pursuant to the terms of the Limited Structural Defect Warranty.    2-10 HBW provided the consumer with a copy of the engineer’s report with a letter explaining the reasons why the Warranty did not cover the reported conditions.           2-10 HBW believes the consumer received fair value for the $250.00 investigation fee.  He received a home inspection and report from a licensed engineer valued at over $1,200.   2-10 HBW understands the consumer is not happy with the final outcome, and is sorry the consumer feels we did not perform up to his expectations, but we are confident the consumer received a thorough investigation and fair evaluation of his claim.

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”) that expired on February 4, 2016 and applicable claim. Thank you for...

the opportunity to review and respond.
 
We regret that we will not make the necessary repairs to the flange as the Agreement expired 1 year, 9 months ago and the Agreement was not renewed. In addition, we are unable to address the alleged consequential property damage caused by the flange. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and is not intended to replace homeowners insurance. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We highly recommend [redacted] check with her homeowner’s insurance company.
 
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 [redacted] feels that the independent service contractor, [redacted] miss-diagnosed the problem which may have also caused damage to the home, her dispute is with [redacted] 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.
 
We do apologize that we could not be of further assistance in this regard. 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have requested the information as to the costs they quoted me to perform the work and they refused to do so. Their contractor stated that the replacement of the coils alone would be in excess of $1,500. 2-10 has been nothing but dishonest toward me and delayed this unnecessarily.  I had to purchase air conditioning units while waiting for them to get back in touch with me and the contractor and spend money on hotels as my house was uninhabitable.  This also posed a health hazard as it was over 95 degrees during the two weeks I waited for them to provide me any follow up information.I had no choice but to go with an independent contractor.  The slow pace of 2-10 and their contractors lead me to believe this would not be an issue which would be resolved anytime in the near future.  Again, this was a health issue due to the heat, not only for myself but for my pets.When I took the buyout, I notified them that this was not a final settlement as I have suffered financial damage well in excess of $1,500.  The costs quoted to me for the work they were planning to perform ranged from approximately $5,000 on the low end to $10,000 on the high end.  This even came from their own contractor.    
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
The representative, [redacted] has noted “The out of network contractor called in and wanted to know if we received email. I inform her we receive model number and serial number for the system, but no cost breakdown. She gave me a quote of 4,461. She refuse to give me a full cost breakdown and a reason why system needs to be replace besides “Its old”.”
 
Regardless, we would refer [redacted] to our previous response in which we indicated [redacted] requested to use her own contractor. The guidelines for using an out of network contractor is very clear in the Agreement. These guidelines were also sent to her. Per the Terms & Agreement; E-1 “We reserve the right to determine whether Eligible Equipment or its components will be repaired or
replaced.” HBRWC does take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours. The compressor was the only known failure. The supervisor who approved the reimbursement of the condensing unit at our cost instead of the compressor, did this as a goodwill gesture.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/17) */
The Office of the president at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. Connaway'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. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We will have Ms. [redacted]'s concerns regarding the delay she experienced evaluated internally so we may find way to continue to improve service to our customers.
In her complaint, Ms. [redacted] mentions difficulty scheduling for repairs due to her availability for appointments. We apologize for the difficulty this caused. At the same time, HBRWC would note that page 3 of Ms. [redacted]'s Agreement specifies that service will be performed during regular business hours, that is, Monday-Friday from 8-5 p.m. Pursuant to section B-9 of her Agreement we are not liable for situations beyond our control such as when after hours service is requested.
We regret that we will not be offering to reimburse Ms. [redacted]'s Agreement cost. If she wishes to cancel, she may submit this request in writing to [redacted]@2-10.com. However, any reimbursement offered will be per section F of her Agreement when it states, "If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $25 processing fee." Additionally page 3 of Ms. [redacted]'s Agreement states that, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call."
Our records indicate that on October 6, 2015 Ms. [redacted] elected to cancel her dishwasher claim with HBRWC. As such, we regret that we are not able to be of further assistance with this matter. Nonetheless we do appreciate Ms. [redacted] bringing her concerns to our attention as we do take these matters seriously, and we look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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


 
Our records indicate on May 18, 2017, [redacted] reported online his air conditioner is not cooling. The independent service contractor [redacted], was dispatched to the property and reported the indoor evaporator coil is leaking and it cannot be repaired, it must be replaced. The contractor was authorized to replace the evaporator coil. [redacted] did not know the dimensions of the coil in order for us to place the order. The contractor is supposed to get the dimensions when a coil needs to be replaced, so we are sure the correct coil is ordered. [redacted] did not get back to us and there were numerous attempts to get a hold of them. [redacted] was sent to our contractor relations department to gather the dimensions of the coil. On June 9, 2017, the dimensions were received and the coil was ordered for will call so the contractor could pick it up locally. On June 13, [redacted] called in requesting for a different contractor to install the evaporator coil because they are over booked and won't be able to install it until the following week. [redacted] again was sent to our contractor relations department for the delay of this claim.
 
The independent contractor, [redacted] was dispatched to pick up the coil and install. [redacted] rejected the dispatch as this would become a liability issue with them for installing a part they never ordered or had the opportunity to diagnose the unit. [redacted] was informed of this and was willing to wait for [redacted] to do the install. [redacted] was reported the coil has been installed.
 
There are instances where an independent contractor will be non-responsive or will delay getting back to us or will drop a claim. Issues like this are out of our control. Per the Agreement under the Terms & Conditions B-9; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” This means HBRWC is not responsible for an independent contractors actions. However, we will promptly do everything possible to expedite the repair.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced do to the delay.  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, 2015/11/20) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Mr. [redacted]'s Limited Home Service Agreement and applicable claim....

Thank you for the opportunity to review and respond.
We sincerely apologize for any frustration or inconvenience that may have been experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We acknowledge Mr. [redacted]'s complaints regarding or customer service and will have them evaluated internally further.
In order to provide more assistance to Mr. [redacted], we would like to request that he submit a copy of his invoice for the work completed by the contractor that he obtained. This may be emailed to [redacted]@2-10.com or faxed to [redacted] Upon verification that the necessary repair was to the joint, we will contact Mr. [redacted] and authorize for a reimbursement of the expenses that he incurred.
We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously. We await the receipt of this invoice so we may assist him further.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted]
Thanks for your response. I am writing this letter to address your reply of my Revdex.com complaint.
1. I have attached the copy from the plumbing, which clearly stated that the leaking issue is the pipe joint.
2. Since the joint leakage is still not fixed now, I urge my home warranty company to fix this leakage as well as the damage on my ceiling at their expense.
3. From our first claim in Sep, it has been over 2 months. And the leakage issue is still there. What we want is to fix this problem at your expense, not only the reimbursement. Please fix it ASAP just like what your company has advertised to me when we first bought your service.
Thank you so much for your help. Please do not hesitate to contact me if you need anything else.
[redacted]
Final Business Response /* (4000, 9, 2015/12/01) */
The Office of the President at Home Buyers Resale Warranty Corporation would like to thank [redacted] for providing us with a copy of the report from [redacted] Plumbing. We have dispatched a new contractor to provide further assistance with the leaking joint so this issue may be corrected.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because I disagree with 2-10's assertion that the repairs to the refrigerator stemmed from pre-existing conditions. Our contact at Towson Appliance indicated when we made the appointment for repairs that the refrigerator's failure was due to failures that could not have been detected prior to their occurrence. They further stated that the technician told 2-10 after the initial assessment that the damage was not from a pre-existing condition, only to have that assessment ignored. They also referred to their general experience that the company has produced rulings like this before in an effort to evade having to pay out any claims in the first month of a warranty.Additionally, we dispute the account of an unanswered voicemail on our phones. I waited five days for a return call, and after not receiving one, was forced to call 2-10 myself. They admitted that their records indicated that a call was due to have been made, but that none was actually made.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/02) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim.
Our records indicate that on October 26, 2015, Mr. [redacted] placed a claim on his furnace stating that it was not blowing warm air. On October 30, 2015 the independent service contractor [redacted] & A/C reported that the gas valve was stuck shut and there were multiple cracks on the heat exchanger that were approximately 3-4" in length with rust present in the surrounding areas.
It was determined that Mr. [redacted]'s furnace claim was not eligible for coverage pursuant to section 3 of his Agreement which states, "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period."
Heat exchanger cracks only develop and grow when the heat is in use. They do not occur or begin during the air conditioning season. HBRWC reviewed the average temperature in Mr. [redacted]'s area and found that temperatures through the month of October had high temperatures ranging from 75-85 F and low temperatures ranging from 46-55 F, with the exception of two days when the temperature was in the high 50's. As such, the furnace would not have been in use enough for these multiple cracks to develop.
On October 30, 2015 HBRWC offered to review Mr. [redacted]'s home inspection and requested that he submit that to our company. To date, this document has not been received. If Mr. [redacted]'s home inspection verifies that the inspector performed a visual inspection of the heat exchanger, then HBRWC [redacted] agree to overturn the denial. If, however, the home inspector did not visually inspect the heat exchanger or the inspection suggests a licensed contractor perform further evaluations, the claim [redacted] remain denied. Mr. [redacted] may submit the complete home inspection to [redacted]@2-10.com. HBRWC also agrees to evaluate the report from the gas company should Mr. [redacted] believe that [redacted] provide additional information or be of benefit.
We apologize that we are not able to be of further assistance at this time. Currently, Mr. [redacted]'s claim is not eligible for coverage per the independent diagnosis of a qualified service professional. [redacted] & A/C's report was not altered in any way. HBRWC does agree to review the matter further upon receipt of the requested documents.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the heater was used after the inspection and prior to its malfunction. Your analysis of mean temperatures for the month of October is invalid as there are many fluctuations in temperature, as well as in the comfort of the occupants. Second, [redacted] and [redacted] upon initial denial of claim argued the point, contending that it was very likely the cracks developed recently and were not "pre-existing". Finally, I have requested a copy of the inspection report from [redacted] but have not received it as of this posting. I [redacted] forward upon receipt.
Final Business Response /* (4000, 9, 2015/12/17) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Mr. [redacted]. We would refer him to our previous response in which we advised why his claim is not eligible for coverage. We apologize we are not able to be of further assistance with this matter until such a time as Mr. [redacted] submits a copy of the report from [redacted]
Sincerely,
[redacted]
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. The agreement made was I would have my entire system replaced, and only come out of pocket 167.00$. I would like to thank the Revdex.com for your help with this matter. Thank you and God Bless.
Sincerely,
[redacted]

Initial Business Response /[redacted]/
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
HBRWC has reviewed our records...

and verified that we do not have an active Limited Home Service Agreement for the property 118 Roanoke Road. As Ms. [redacted] did not provide an address or name for the customer in question, we regret we are not able to review any information. If Ms. [redacted] would like to submit this information, she may contact our company by calling 800.585.0976. At that time, we will review the claim information and contact the owner of this property. However, as Ms. [redacted] is not listed as an owner, we will not be able to supply herself directly with any proprietary information as that is confidential between HBRWC and the homeowner.
With this said, should Ms. [redacted] wish to have her client's cancel their Service Agreement, she may instruct them to email that request to [redacted]@2-10.com. If the Agreement is within the first 30 days, then we will issue a full refund. However, if the Agreement has been in place for more than 30 days and/or there are other claims which HBRWC has offered coverage and paid for, a pro rata refund will be issued.
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/18) */
July 18, 2015
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes for...

the trouble [redacted] experienced with her recent service request. We strive to provide fast and reliable service to our all our customers and anything less than that is unacceptable. This matter will be investigated internally.
Our records indicate that that HBRWC has authorized full reimbursement of $150.00 to [redacted] as of July 1, 2015, per her request. She should receive the check within 7-10 days from the date it was processed, if she has not already received it.
We thank [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 13, 2015/08/03) */
Payment has not been received as of 8/3/15
Final Business Response /* (4000, 15, 2015/08/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. Thank you for the opportunity to review further. We apologize that Ms. [redacted] has not received her check yet. This was brought to the attention of our Accounting Department who finished processing the check and advised it will be received by no later than August 27, 2015.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/18) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mrs. [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes for the delay and inconvenience that Mrs. [redacted]...

experienced. We strive to provide fast and professional service to all our customers and anything less is unacceptable. This matter is being investigated internally.
HBRWC does show several delays in the claim as Mrs. [redacted] advised however the issue was also resolved the day this complaint was file. On August 28, 2015 the manager Mrs. [redacted] spoke with did call her back and advised we would offer her a replacement unit. Mrs. [redacted] chose to take the cash in lieu of replacement in the amount of $1677.00. We apologize for the delay that occurred, and do acknowledge that it was three hours before Mrs. [redacted] received a return call from a manager with a replacement offer. Since Mrs. [redacted] had a high-end unit, it did take time to research and compare what the most comparable offer would be.
We respectfully request that the Revdex.com close this as the matter has already been resolved. We thank Mrs. [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by an employee of 2-10 that I would be reimbursed the $100 service fee based on the issues I had during this experience. That was a hollow promise to try to "appease" me. I put in my initial complaint that in order to consider this resolved, I expected to receive a reimbursement of that money. Until that is done, I will not consider this complaint closed.
Additionally, I do feel this company owes me something more for the trouble I had and the food that had to be disposed of as well as meals dining out because they couldn't get their act together and resolve an issue before it languished too long. No one should have to deal without a functioning refrigerator/freezer for over a month in this day and age. A company that wants to keep business coming to them would have bent over backwards to resolve this. It should not take me screaming and putting in a complaint to get resolution.
Final Business Response /* (4000, 13, 2015/10/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. As a gesture of goodwill we will reimburse her the $100 service fee per her request. She may expect to receive this via check sent through regular mail services within the next 7-14 business days. As we are agreeing to Ms. [redacted]'s request, we respectfully request this matter be considered closed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Final Consumer Response /* (2000, 15, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As per my previous two extensive write-ups your company will not be receiving a positively closed claim from myself.  As such, I am marking this response as rejected because your service is so poor I was forced to cancel my warranty with 2-10 due to undue stress, wasted time, and the fact that your company does not deserve any of my money or further attention.  Add up the billable hours that you paid your employees and you'll find that my initial request was not only completely reasonable, but would have also saved you money in the long run.  Your company has terrible business practice and customer care. Attached is the Revdex.com complaint submission regarding this issue to demonstrate how this fraudulent home warranty company works in tandem with a fraudulent repair company.
Sincerely,
[redacted] And [redacted]