2-10 Home Buyers Warranty

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 however like to warn everyone that is considering 2-10 Home Warranty Service that you should be prepared for a fight to get what they rightfully are responsible. Additionally, I wholeheartedly disagree with the Revdex.com's A+ rating of this business. I feel the Revdex.com let me down when I was researching 2-10 Home Warranty Service.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
November 25, 2015
Case # XXXXXXXX
The office of the President at Home Buyers Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted]. Thank you for the opportunity to review and respond.
In reference to...

receiving a one-page document regarding the home warranty as Ms. [redacted] had stated, the entire Agreement was mailed on October 16, 2015 after HBRWC received payment in full. Another copy of the Agreement was emailed to [redacted]@comcast.net on October 30, 2015.
Our records indicate on October 16, 2015 a service request was dispatched to an independent service contractor, A-1 Indoor Comfort Systems Inc. ("A-1"), to provide a diagnosis; this was seven days after the effective date. A-1 reported the furnace was tripped off on the roll-out switch due to the secondary heat exchanger was clogged and leaking water and rusted from the inside. The service request was denied pursuant to Section 3 of the Terms and Conditions as stated; "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. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test. A visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated." A voicemail was left for the [redacted] residence on October 21, 2015 explaining that the extent of these failures pre-dates the effective date of their policy as the issues found would have been present longer than seven (7) days after the Limited Home Service Agreement ("Agreement") took into effect.
On October 26, 2015, Ms. [redacted] called HBRWC disputing the denial and offered to send in the home inspection for review. On October 27th HBRWC received the inspection report and it was reviewed by executive management. The inspection does not note the furnace was tested as it was 84 degrees outside and it was recommended that a licensed HVAC company evaluate the system; documentation showing the unit was evaluated by an HVAC company prior to the effective date of the Agreement has not been provided. The inspection did not provide sufficient information to overturn the denial. We apologize that the service request will remain denied.
We thank Ms. [redacted] for bringing these matters to our attention as we do take these matters very seriously. We apologize for any frustration Ms. [redacted] may have experienced during this process and look forward to servicing 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”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on April 25, 2017, Mr. [redacted] reported washer vent clogged causing smell in washer room. The independent contractor, [redacted] was dispatched. The technician reported he made access to locate the studor vents for the washer line and the kitchen sink area (In the absent of a roof vent, studor vents are used. They are a valve that allows air into drain pipes when suction is present. The vent closes when the suction disappears to prevent foul odors from coming back into the building. Often, when a bathtub, shower or washing machine is bubbling or gurgling, either a studor vent needs to be installed or an existing vent is locked in the open position.) The technician made 3 holes in the laundry room wall; each 1ft x 1 ft. The technician advised the laundry room does not have a studor vent and one will need to be installed. The kitchen area studor vent is clogged and will need to be replaced.
 
The laundry room where the odor was coming from was determined not eligible for coverage as the vent was never installed. Per the Terms & Conditions B-9 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): missing parts”. In addition B-8 “We are not responsible for the repair of any…smells”. Since HBRWC is not responsible for adding an item that is missing or smells, the repair of the drywall is not eligible for coverage because it’s not a covered service. This is stated in B-7; “We are not responsible for providing or closing access to covered items, except as noted in the Terms and Conditions. When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” The kitchen sing
 
[redacted] was contacted again to get clarification. The technician advised that when he opened the wall, he found there is a hard piped vent stack that is properly installed and there is nothing to fix in the laundry plumbing system. He believes the smell is coming from the water from the washer. This is contradictory to what he previously reported.
 
It is possible that a representative did not document that [redacted] called in to get approval to cut the drywall. We would have no reason to doubt this. Mr. [redacted]’s has requested in his desired settlement his service fee reimbursed and $200 for the drywall repair. The drywall check for $75 was already reimbursed and in the mail. We will reimburse $75 per hole ($75 x 3 = $225). An additional check for $150 has been processed. In addition, as a gesture of goodwill, Mr. [redacted]’s service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the checks.
 
We do apologize for any frustration or inconvenience that Mr. [redacted] has experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because.We were never aware of the comments made by [redacted] to 2-10 home warranty. I spoke with a woman from 2-10 and she understood my concerns about using [redacted] again. That company caused more of a issue with the AC unit. The woman who I spoke with had me on hold while she herself contacted [redacted] and made the service appointment for us. If someone at 2-10 Warranty would have passed this information on to us we could have had this issue fixed faster than two weeks. Again there's some gaps in there communication and in the end the customer is the one who has the stress of not knowing what is going on. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
As soon as we found out the contractor had not made contact to schedule for the install of the heat kit. The area service manager called the contractor and the owner assured us they would contract Mrs. [redacted] to schedule for install within the next couple of hours. Mrs. [redacted] does have a direct contact with the area service manager. A representative of this department called Mrs. [redacted] and received a voice mail. A message was left with status and an apology for not returning her call.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: 2-10 Customer service and I contacted ** together.  This phone call was tape recorded by 2-10 Customer service as part of their policy.  It was confirmed to 2-10 that this is a built in wall microwave.  Furthermore - I was told by the service representative that 2-10 sent out to my home on March 23rd that new sensors would be ordered and would be delivered within 7 business days.  I paid $75.00 for this service call and had to continue calling 2-10 to get these parts.   There are 3 work orders issued by 2-10 to me to get this microwave fixed.  Now they state after they were unable to get replacement parts that it is not under warranty?   Why did they even send a technician to my home and charge me $75.00 if this contract 2-10 issued to me does not cover my microwave for any repairs or replacement? what type of company issues 3 work orders - sends out a technician - charges for the service call- confirms with their customer service department , ** and I as the customer the microwave is a wall unit - and now says the microwave is not covered at all? this is unacceptable and I want my monies refunded for all costs associated with this microwave including the service call. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11434585 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that became effective March 31, 2016 and applicable appliance claims...

that were placed April 25, 2016. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on April 25, 2016, [redacted] reported 3 appliances were having issues. The microwave, gas oven and gas cook top. Independent service contractor, Fixx My Appliance was dispatched to the home to evaluate the appliances. The appliances were determined not eligible for coverage pursuant to 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 period.” A representative of this department requested the home inspection from [redacted]. The inspection was reviewed and determined that the microwave was an electrical failure and could have occurred at any time. [redacted] was offered a replacement offer and he accepted. The gas oven was not addressed in the home inspection, however, Fixx My Appliance reported the oven was working when he left the home. [redacted] was given the option of having Fixx My Appliance to evaluate the oven further. The gas cook top was determined not eligible for coverage due to the multiple unrelated failures and overall condition of the unit. The home inspection also reported the cook top may need further evaluation. Fixx My Appliance will give [redacted] an estimate for repair. It was discussed what our contractor reported and if [redacted] would still like to get the Fixx My Appliance findings, he will contact them directly. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously.  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 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 October 20, 2016, Mrs. [redacted] reported a pipe leak. The independent contractor, [redacted] reported that the issue is a leaking angle stop that is concealed behind drywall.
 
There is a $500.00 maximum under the Plumbing section for concealed claims which states on page 5 of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: *Concealed/concrete water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” This maximum includes all costs associated to the concealed claim including B-6 of the Terms and Conditions “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” To be clear, if a wall, ceiling or floor needs to be opened up and patched for a concealed covered service, this amount would go toward the claim maximum. In this case, since the failure is concealed, the maximum would apply regardless if Mrs. [redacted] would reroute the line or have it repaired. Mrs. [redacted] would be responsible for any overage after the maximum has been reached.
 
Mrs. [redacted] did discuss this with a representative of this department. Mrs. [redacted] accepted a buyout check for the $500 concealed max.
 
HBRWC apologizes to Mrs. [redacted] for the experience and misunderstanding she has had concerning the claim maximum. 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 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 11295926 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable cook top claim. Thank you for the opportunity to...

review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on March 19, 2016, [redacted] reported her glass cook top on her range was cracked. Independent service contractor, Sears was dispatched to the home and found the glass cooktop of the range was cracked. The technician told HBRWC that this was not due to normal wear and tear, but most likely caused by accidental damage. Usually an indication something was dropped on the cooktop to crack it. Per the Terms & Conditions “We provide service for covered systems and/or appliances: 2. Which do not operate correctly due to normal wear and tear.” Based on Sears diagnostics, a representative called [redacted] and explained the glass on the cook top range is not eligible for coverage. She disagreed and put in her complaint. I would like to point out that the independent contracts diagnostics weighs heavily on our decision. They are our eyes and ears. A represented of this department called and spoke to [redacted]. The representative requested pictures of the area where the glass was cracked. The pictures were received and reviewed by our appliance department. It was determined that there was not enough conclusive evidence that showed there was an impact to the cooktop. Since the glass on the cooktop range was no longer available. A comparable range has been offered to [redacted]. We are awaiting her response. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank her for bringing her concerns to our attention as we do take these matters seriously.  We look forward to serving his future warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/07/30) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that on July 15, 2015 the independent service contractor [redacted] reported that the air conditioning system's compressor had failed and would need to be replaced. This compressor was ordered, however there was a brief delay while the part was shipped to the contractor for a supply house. Since the compressor was not available at the local supply house, it did have to be transferred in.
We apologize for any inconvenience this may have caused. At the same time, we would note that section E-9 of [redacted]'s 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."
Since [redacted] expressed concern with this delay that was beyond HBRWC's control, we did also offer a secondary option of accepting cash in lieu of repairs. This offer was made pursuant to section D-2b of the Agreement: "We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual cost. We are not obliged to extend such an offer in any particular instance, and you are under no obligation to accept such an offer, which may be in the event one has been extended. Such offers are typically made subject to restrictions."
Ms. [redacted] determined that she would prefer to wait for the part to arrive. The repairs were then completed on July 27, 2015, two days after the equipment was delivered to the contractor. As such, the air conditioning system is now operational.
Per [redacted]'s initial complaint, she would like to know the model and serial number of her outdoor unit. This unit is a Goodman with a model of CRT60-1 and a serial number XXXXXS7740. Our records show that this is the first request [redacted] made for the model and serial information. We do show that she requested a tracking number for the part, which was provided to her within one day of receiving the request.
We apologize again for any inconvenience that [redacted] may have experienced. HBRWC strives to provide fast, reliable service. With this said, sometimes immediate service is not possible due to delays in equipment. We appreciate [redacted] bringing this to our attention so we may evaluate the matter further. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:While 2-10 may have an iron clad contract, knowing in advance the method of their con against the consumer, it is below any company to put in zero effort into finding a resolution to a problem and giving extremely bad service until forced. The only time anything happened was when I called. If I would have not called at any point in the process, i'm sure it would have lasted 6 months or more. The service has been the worst experience of my life and anytime they claim to give good service should be met with disdain. Whenever the next class action lawsuit happens against the company you bet i'll be in line ready drive my own stake into the heart of the beast that is 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 [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) which became effective June 20, 2016 and applicable air conditioning...

claim. Thank you for the opportunity to review and respond.
 
Our records indicate on June 23, 2016 [redacted] reported he noticed on June 22, 2016, his basement air conditioner was not blowing cold air. Independent service contractor, Home Heating & Air Conditioning was dispatched to the property to evaluate the air conditioner further. Home Heating & Air reported the system was completely out of Freon. There is a large leak in the outdoor condensing unit and a large leak in the indoor evaporator coil. The air conditioner claim was called in 3 days from the effective date of the Agreement and the failure was noticed 2 days after the effective date. It takes much longer than 2 days for a system to develop large leaks and to be void of Freon. [redacted] was notified that the leaks predated the Agreement and the air conditioner was not eligible for coverage pursuant to the Terms & Conditions of the Agreement, “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. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test. A covered item passes a visual inspection if the item is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated;”
 
[redacted] requested to send in his home inspection for possible reconsideration. The home inspection was reviewed. On page 42 of the inspection 10.8 under Cooling and Air Handler Equipment Comments: “Inspected.” There are no comments. At the end of the section it states; “While the inspector makes every effort to find all areas of concern, some areas can go unnoticed.  The inspection is not meant to be technically exhaustive. The inspection does not involve removal and inspection behind service door or dismantling that would otherwise reveal something only a licensed heat contractor would discover. Please be aware that the inspector has your best interest in mind. Any repair items mentioned in this report should be considered before purchase is recommended that qualified contractors be used in your further inspection or repair issues as it relates to the comments in the inspection report.”
 
The home inspector is not a licensed HVAC contractor. There were no mechanical tests or visual inspections such as temperature readings, done to the system to show that the system was in good working order. The home inspection was not enough information to overturn the denial.
There are no options you can purchase that would exempt the preexisting condition. We do apologize to [redacted] for the experience he has had concerning his customer service experience. Due to the heat wave throughout the United States, this has created higher call volume in the call center. 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 appreciate [redacted] for bringing this to our attention as we do take these matters seriously.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on August 19, 2017, [redacted] reported the fan motor to the condenser is not functioning. [redacted] requested his own contractor. The guidelines for using a contractor out of our network were emailed to him. Number four of the guidelines states; “2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.” This is also in the Agreement in bold under Who pays what? “2-10 HBW will pay or reimburse you for costs that have been pre-authorized for a covered repair. Service performed without pre-authorization will not be paid.” Again in the Terms & Conditions; A-1 “No claim forms are used, but we must pre-authorize service by an independent service contractor.” [redacted] had his contractor make the repairs without prior authorization. On September 14, 2017, a representative asked [redacted] to still have his contractor call in with his diagnosis for possible reconsideration, [redacted] refused and the claim remained denied.
 
As a gesture of goodwill, the invoice was reviewed. His contractor replaced the contactor for $230. This is high compared to our network contractor’s pricing. As stated in the guidelines that were emailed to [redacted] and also in the Terms & Conditions A-2.a; “the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost)” This means our obligation would be to only pay what we would pay a network contactor. $149 ($105 service call/labor + $44 dual capacitor) - $75 service fee = $74 refund. A check in the amount of $74 has been refunded to [redacted]. It will take approximately 10 to 14 business days to receive the check.
 
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,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/06/15) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Ms. [redacted]' Limited Home Service Agreement and applicable claim. 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 claims handling process. Our records indicate that on June 11, 2015 HBRWC authorized for a payment of $38.90 to reimburse Ms. [redacted] for the purchase of a power cord for her new dryer.
In most cases, replacement dryers do come with a power cord. We sincerely apologize that did not occur in this instance. We regret that the venting that Ms. [redacted] advised of is not eligible for coverage. Under the Washer/Dryer trade section of Ms. [redacted]' Agreement it does state, "Excluded: venting." As such, we are not able to offer further assistance with the venting to the dryer.
We thank Ms. [redacted] for bringing her concerns to our attention so we may evaluate the matter further. Ms. [redacted] may expect a check to arrive within the next 7-14 business days. As we have issued reimbursement per Ms. [redacted] desired resolution, we respectfully request this matter be considered closed.
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 June 21, 2016, [redacted] reported his microwave is not working.
Independent service contractor, 3 Boys Appliance Repair was dispatched to the home and reported on July 8, 2016 that the control board and control panel have shorted out preventing the unit from getting the correct voltage. [redacted] was offered a comparable replacement or replacement buyout. He accepted the replacement microwave. The microwave was ordered. There was some scheduling conflicts that delayed the installation of the microwave. Normally the delivery company would also install the microwave. However this delivery company did not and a contractor had to be located to install. There was a contractor found that could accommodate [redacted]’s schedule. The contractor has reported the microwave has been installed.
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 PresidentHome 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.
 
Our records indicate on December 16, 2017 Mrs. [redacted] reported the heater is not coming on. The independent contractor, [redacted] [redacted] was dispatched to the property. The first time out, the technician reported online, “repaired low voltage wire”. Shortly afterward we were notified the heat was not working again. [redacted] was sent back out and reported online, “Replaced blown fuse”. Again the heater stopped working and [redacted] reported online, “Repaired low voltage wire”. The [redacted]’s were still having issues. [redacted] replaced the fuse again which did not last long. [redacted] was sent to our contractor relations department to investigate and address the contractor as they are not living up to our expectations.
 
The independent contractor, [redacted] was dispatched and reported Fuses keep burning out. There is no direct short, there is a short somewhere in the wiring. [redacted]s recommendations was to replace the unit or give them four hours to attempt to locate the short. [redacted] could not assure us even after 4 hours they could locate the short. The independent contractor, [redacted] [redacted] was dispatched. Before receiving the report from [redacted], Mr. [redacted] called in and said [redacted] replaced the fuse and it is not working again. The representative contacted [redacted] and their report shows the technician replaced the transformer. The representative did explain to them the heat pump is acting up again and that the fuse has already been replaced multiple times, so there is a short somewhere causing the fuse to blow. [redacted] went back to the home to attempt to locate the root source of the failure. [redacted] could not locate the short and recommended replacing the air handler. All the information was gathered to replace the air handler. There are out of pocket costs for Mrs. [redacted] that the standard Agreement does not cover. A portion of the fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. Mrs. [redacted] has been given the option to have her air handler replaced if she accepts the out of pocket costs (paid directly to [redacted]) or take a cash buyout. We are presently waiting on her response.
 
It should be pointed out that Mrs. [redacted]’s Heat Pump system has a 5 year manufactures warranty (“MFW”) for parts and equipment. Her air handler was manufactured in the 40th week of 2013 and still within 5 years. Her system is still under MFW. Items under manufactures warranty are only eligible for coverage if the Supreme Protection option is purchased. Again, this option was not purchased. In reference to the Agreement under Air Conditioning and Heat Pump; “Supreme Protection (Optional Coverage) * Items under manufacturer’s warranty” In addition this is also listed in the Agreement’s Terms & Conditions; B-11 “We do not repair items under the manufacturer’s warranty unless Supreme Protection is purchased.” Since the contractors did not notify 2-10 HBW of this in a timely manner, our offer still stands. Mrs. [redacted] can take a cash buyout or proceed with replacement of the air handler upon acceptance of the out of pocket costs.
 
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

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.
 
Regarding [redacted]’s secondary heat pump. Our records indicate on June 16, 2017, [redacted] reported the circuit breakers are tripping and the unit is not responding to the thermostat. The independent contractor, [redacted] was dispatched and reported; “secondary drain pan filled with water and safety has unit shut off. Removed water from pan and cleaned the pan, blew out drain line. Unit running ok”. On July 6, 2017, [redacted]’s contactor called in and reported “the primary drain pan is cracked and draining into the air handler on the opposite side. The drain pan was improperly installed and needs to be replaced.” Per [redacted]’s Agreement under Air Conditioning and Heat Pump “EXCLUDED: condensate drain lines…” B-17 of the Terms & Conditions; “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer”. In addition, her contractor reported this is due to improper install. Under Air Conditioning and Heat Pump “SUPREME (Optional Coverage, If Purchased) Items under manufacturer’s warranty…Improper installation/repair/modification”. This is also located in the Terms & Conditions B-12 “Costs to repair failures due to improper previous repair. Correction of improper installations or correction of mismatched equipment will be at the homeowner’s expense, except as part of Supreme when necessary to effect an eligible repair. We do not repair items covered under the manufacturer’s warranty unless Supreme is purchased.” On [redacted]’s Agreement, the Supreme Protection option was not purchased.
 
Our records indicate on the main heat pump, on June 19, 2017, [redacted] advised her heat pump is not blowing cold air. [redacted]’s was dispatched and reported on June 26, 2017; “The capacitor is blown and the compressor is burnt out.” [redacted]’s was authorized to replace the compressor. On July 13, 2017, [redacted] called in requesting for a status update and it was found the parts request for the compressor had never made it over to purchasing to order the compressor. The parts research representative needed additional information from [redacted]’s to place the order. [redacted]’s responded on July 17, 2017 and the order was pushed through. This is an oem [redacted] compressor that needs to be shipped to [redacted]’s; ETA of July 25, 2017. Placing the order of the compressor was due to an internal error. A representative did not properly forward the information to purchasing to order the compressor. We acknowledge and apologize for this internal delay that occurred, as this was preventable. [redacted]’s has been sent to our contractor relations department to address the delay in submitting the diagnostics. When there is a heat wave in the area, HVAC contractor’s do experience an unusually high volume of calls and do not always respond or complete the work in the time allotted.
 
After further review, it is found by the serial #’s of [redacted]’s [redacted] heat pump that they were manufactured in 2013. [redacted] heat pumps have a minimum 5 year manufacturer’s warranty. This means both of her heat pump would still be under manufactures warranty.  She can confirm this with [redacted]. As stated above, there is an option that must be purchased called the Supreme Coverage. The Supreme Coverage option was not purchased. If [redacted] would please reference her Agreement under; Air Conditioning and Heat Pump under “SUPREME (Optional Coverage, If Purchased) Items under manufacturer’s warranty” In addition this is also listed in the Terms & Conditions; B-12 “We do not repair items covered under the manufacturer’s warranty unless Supreme is purchased.”
 
We regret that we would not be offering any compensation for the secondary heat pump as it is not eligible for coverage. Due to the delay of the compressor order for the main heat pump, we have moved forward with replacing the compressor, regardless if it is under manufacture warranty.
 
Again we do apologize for the delay caused in placing the order for the compressor. HBRWC is committed to providing superior home warranty protection and customer service. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/08/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We disagree with Ms. [redacted]'s statement that we refused to dispatch a contractor to service his water heater. HBRWC attempted to locate a contractor in her area to provide service, and contacted 17 licensed companies in our attempt to facilitate this claim. We regret that none were available to offer service. While HBRWC strives to minimize this situation, it does occur on occasion. Section A-1 of Ms. [redacted]'s Agreement advises that, "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. Your service contractor must be licensed and insured."
On July 27, 2015 a licensed contractor found that the water heater itself was not leaking, but rather the leak was coming from the expansion tank. Ms. [redacted] was mailed a check reimbursing her the full $150 cost that she paid for repairs.
We have also reviewed the air conditioning claim placed by Ms. [redacted]. On July 14, 2015 the independent service contractor Air Pro reported that the blower motor had failed and required replacement. Ms. [redacted]'s system required an Original Equipment Manufacture (OEM) blower motor specific to her unit. The manufacturer advised HBRWC of the necessary replacement part and this was ordered.
We regret that upon receipt of the first blower motor, the contractor advised that it was the incorrect part. We apologize for this inconvenience. At the same time, HBRWC ordered the part specified by the manufacturer and are not responsible for the delay caused when the manufacturer did not provide the correct information. Section B-9 of Ms. [redacted]'s Agreement does state that, 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."
Upon receiving the correct part number, HBRWC ordered the part immediately. While we attempted to have the part expedited, the blower motor was a factory order. Unfortunately, it is not possible to expedite or overnight factory ordered parts, as that is not an option this manufacturer offers.
The service contractor received the correct blower motor and completed repairs on August 5, 2015. HBRWC reimbursed Ms. [redacted] $150 for the inconvenience that occurred as a gesture of goodwill, and not an admission of liability.
We would also note that the service contractor was correct in cashing Ms. [redacted]'s service fee check prior to the completion of repairs. The Agreement states that this service fee is due when the contractor arrives at the home. The service fee covers the contractors initial diagnostic visit, with HBRWC paying for the remaining repairs.
We would like to thank Ms. [redacted] for bringing this to our attention as we do take these matters very seriously. 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 air condition claim. Thank you for the...

opportunity to review and respond.   Our records indicate on May 31, 2016, [redacted] reported her air conditioner was not blowing cold air. Independent service contractor, One Choice Mechanical was dispatched to the home and reported the customer’s system was completely void of Freon. They did a leak test and found the evaporator coil was leaking. Unfortunately the customer’s furnace is too large to accommodate the new style of evaporator coils. The coil sits on top of the furnace and due to the large size of the furnace, there is a space restriction of 21” wide and 8” tall max for a coil. The contractor cannot supply these coils because they are no longer made. HBRWC parts inquiry department also checked and confirmed these dimension of coils are not available. One Choice Mechanical states the only option is to replace the furnace. This would be an out of pocket cost for [redacted] since the agreement will not cover a furnace replacement due to just space restriction. This is in the Agreement under the Terms & Conditions; B-15 “You are responsible for additional charges to remove or install non-related equipment in order to make repairs.” There is no mechanical failure to the furnace to justify replacement under the Agreement.   On June 13, 2016, [redacted], an HBRWC representative and One Choice Mechanical had a 3 way conversation and it was explained what the issue was and her options were. She could take a buyout amount for the cost of replacing the coil or she could have One Choice Mechanical replace the furnace. [redacted] has not yet contacted us on what she would like to do.   On June 20, 2016, a representative called [redacted] and received a voice mail. A message was left that if she disagrees with having to replace the furnace due to the dimensional restriction, she has the option of contacting an out of network contractor who may be able to work around it. It was further explained there are out of network guidelines that must be followed and to call back and they will be explained and emailed to her. We are still waiting for her reply.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We have been experiencing an unusually high call volume and in the call center due to the present heat wave. We value her business and look forward to hearing from her soon   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: According to your words your contractors are to provide fast reliable, professional service. This has not been done by any of the Contractors that have been sent out. They are unprofessional, show up late don't answer messages and apparently do not fix the appliance either. A new contractor was sent out that I had to keep calling to get him to come to my house he was over 4 hours late. He looks at my dishwasher and states that it now needs a gasket and might not be covered but he will submit the claim. two days go by no word from anyone I call the contractor states claim was submitted but no answer from 2-10. I call 2-10 states no claim submitted by the contractor and they do not know if it will be covered. The service rep states that the contractors portal was broken. A broken portal is a technical difficulty that is do to an error with your system and is causing even more delays of service. It has now been almost 1 month since I submitted my claim for my dishwasher and I have a dishwasher that is more broken by the previous contractor. Again, I am asking for the money that I have given to your service for failing to fix the issue by sending contractors that do not meet the standards that you have set. 
[redacted]