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 June 24, 2015 the independent contractor, [redacted] (“[redacted]”) reported “online” they did a leak check and found the service valve cores on the condensing unit were leaking. [redacted] replaced the service valve cores and charged the system.
 
On October 1, 2015, [redacted] reported the unit is leaking from the drain pan and the ceiling was wet. [redacted] was dispatched to the property. On October 2, 2015, [redacted] called and advised the representative that he believed the system was never fixed properly the first time [redacted] was out. The representative advised [redacted] that we still need the contractor’s diagnostics. He also pointed out that sheet rock is not eligible for coverage as it is consequential property damage. Per the Agreement under the Terms & Conditions; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage. [redacted] reported “online” The technician did another leak check and there were still issues with the service valve cores. The technician replaced them and added 4lbs of refrigerant. The secondary drain pan also requires a float switch.
 
[redacted]’s Agreement had expired on July 22, 2016; 10 months ago. [redacted] had not touched the system since October 2, 2015; over a year and half ago. Per the Agreement on page 3; “When is my Home Warranty Service Agreement active? Coverage begins at the close of sale and continues for one year from that date, and is renewable annually at our option.” The Agreement is renewable but [redacted] decided not to renew the Agreement. Additional failures certainly can occur within the window of time the Agreement had expired.
 
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. We have no reason to doubt [redacted]’s workmanship. If [redacted] feels [redacted] incorrectly repaired his system, his dispute is with [redacted] and not HBRWC. This is one of the reasons we make sure all of the independent service contractors are licensed and insured.
 
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. [redacted] has not had coverage with HBRWC since July 22, 2016. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Warranty Corporation VI (“HWBVI”) 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.   HBRWC regrets that after careful review, we have verified that [redacted] air conditioning claim is not eligible for coverage.  Our records indicate that on June 24, 2016 the independent service contractor King Star Heating & Air reported that the customer’s zone control system had four damper valves and had failed and caused them to remain  closed at all times.  As a result of this, there was no airflow through the home and the blower motor weakened and failed as a result.   The zone control system and any of its components is specified as excluded from coverage in the Heating & Air Conditioning trade sections of the Agreement.  Has [redacted] complaint mentions, the blower motor was not eligible pursuant to section B-5 of the Agreement, since the failure of the blower motor was a consequential damage as a result of the zone system’s failures.  Since the non-eligible equipment (zone system) failure is the only reason why the blower motor failed, it is not eligible for coverage either.   We apologize that we are not able to be of further assistance.  At the same time, we do appreciate [redacted] bringing her concerns to our attention so we may review this matter further.   Sincerely, [redacted] Office of the President Home Buyers Warranty Corporation VI Tell us why here...

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 26, 2017, Mrs. [redacted] reported online, her stove is not turning on. The independent contractor, ALS was dispatched and reported the terminal block shorted out. 2-10 HBW’s cost for the block is $9.85 plus the contractor’s labor is $85 less Mrs. [redacted] $60 service fee, comes to $34.85. ALS was approved to do the work and the part was ordered. On January 2, 2018, Mrs. [redacted] called in requesting reimbursement for the new stove she just bought. The representative offered the $34.85 as a cash buyout and she accepted.
 
2-10 HBW will not replace a stove when only one minor component needs to be replaced. It is the policy of warranty companies to perform a repair when one is possible. This type of repair is customary and reliable, and we will guarantee the work for the full term of the Agreement. This process is also specified in the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.”
As such, we regret, we are unable to reimburse any additional amount toward the new stove.
 
We do apologize for any frustration or inconvenience that Mrs. [redacted] may have experienced during the claims handling process.
 
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 rebuttal submitted by [redacted]. Thank you for the opportunity to review further.   The invoice was received for the plumbing leaks including the replacement of a leaking garbage disposal. A representative of this department contacted [redacted] and settled on the plumbing issue. The refrigerator claim will stay as is. She understands that she can get her own out of network contractor to also diagnose the refrigerator. This diagnosis must be called in prior to any repairs being done. We take every contractors professional opinion very seriously.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:The contractor that was dispatched out indicated that our fan and compressor needed replaced and then proceeded to try and sell us a new unit.  However, I would like to point out the section in the warranty that states "3. are in place and in good and safe working order at the beginning of the service period. Coverage will apply to 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."  Given your contract the item in question was operable at the time the warranty was taken out and the contract specifically states that coverage will apply to an existing defect.   In the mean time since I could not wait for you to figure out your own contract I had to have to work performed out of my own pocket.  At this point I would like a full refund for the entire amount paid on this warranty since you will not honor our contract. 
Sincerely,
[redacted]

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

respond.
 
Our records indicate on February 1, 2017, [redacted] reported online her oven is not heating up to the correct temperature. The independent contractor, [redacted] Service was dispatched to evaluate the oven. On February 10, 2010, [redacted]’s called because she had not heard from the contractor since they diagnosed the oven. The representative called [redacted]’s and received a voice mail and a message was left to call in the diagnosis with a follow up email. On September 13, a representative contacted [redacted]’s, and he reported the parts were ordered and he will check with their parts store to see if they have come in. [redacted]’s assured us he would call us back and update the customer. This was the last contact with [redacted]’s Appliance. There were numerous attempts to contact [redacted]’s but they were non responsive or their voice mail box was full. It was decided to transfer this claim to another contractor, [redacted]. [redacted]’s appliance was sent to our contractor relations department to investigate and address the contractor. The parts were expedited for next day air to [redacted]. A representative of this department called [redacted]. A voice mail was received and a message was left requesting status. The contractor has reported the work has been completed.
 
There are instances where an independent contractor will be non-responsive or drop a claim mid-stream. Labor 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 service/repair with the same contractor or locate another contractor.
 
We would like to apologize for any inconvenience [redacted] has experienced. HBRWC is committed to providing superior home warranty protection and customer service.  Her concerns enables us to make corrections and continue to improve our service. We value her business and we look forward to serving her future warranty needs. In her desired settlement, she request her service fee reimbursed. We are understanding of [redacted]’s situation and have reimbursed her service fee. It will take approximately 10 to 15 business days to receive the check.
 
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 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 February 1, 2018, Mr. [redacted] reported his refrigerator is leaking from the bottom and inside the fridge. The independent contractor, [redacted] was dispatched and found the insulation that is normally wrapped around the cabinet has disintegrated and is dropping into the wall of the unit. Cool air is now rushing through the seal causing the moisture. Mr. [redacted]’s refrigerator claim was denied as the insulation is an integral part of the internal thermal shell. Per the Agreement under Appliances, in the Exclusion section; “EXCLUDED: …internal thermal shells”. Mr. [redacted]’s was reimbursed his service fee.
 
We regret that we cannot 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, 5, 2015/09/29) */
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mr. [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes for the inconvenience...

and delay Mr. [redacted] has experienced. We strive to provide fast and reliable service to all our customer and anything less is unacceptable. This matter is being investigated internally.
Our records indicate that we did send out several independent service contractors to confirm diagnosis and attempt repairs. This caused an extended delay in obtaining resolution. We also show that this matter has been resolved. On September 11, 2015 HBRWC offered the dollar limit for the refrigerator of $2500.00 to Mr. [redacted] and the offer was accepted. This is congruent with the 'Appliance Dollar Limits Per Service Agreement' section of Mr. [redacted]'s Limited Home Service Agreement ("Agreement"), due to; "DOLLAR LIMITS PER SERVICE AGREEMENT: Built in or sealed refrigeration units - $2500." Although repairs had been made to the refrigerator and costs were applied toward the dollar limit, HBRWC offered the full dollar limit amount as a gesture of goodwill due to the delays Mr. [redacted] experienced.
HBRWC understands the trouble Mr. [redacted] experienced; however his Agreement does not cover incidental costs of living. This is per section B-5 of the Agreement, which states: "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
HBRWC respectfully requests that the Revdex.com close this case as the matter has already been resolved. We thank Mr. [redacted] for bringing these matters to our attention as we do take them very seriously.
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 plumbing claims. Thank you for the opportunity to...

review and respond.   Our records indicate on December 10, 2016, Brandy Perkins reported low water pressure on the hot side of guest and master showers. Independent service contractor, Zeller Contracting that was authorized to do the work, first attempted to replace the cartridges. This did not work, so the technician was authorized to replace the shower valves. After the valves were replaced. The hot side still had low water pressure. The issue is not with the water heater because pressures are satisfactory in the rest of the home. The issue is most likely build up in these 2 supply lines, improperly plumbed or incorrect pipe size to cause the low water pressure. None of which are eligible for coverage.   A representative of this department called and spoke with [redacted], and discussed the low water pressure. It was explained to her the agreement only covers leaks or breaks in the plumbing, pursuant to page 5 of the Agreement under Plumbing “INCLUDED: Water, drain, waste or vent pipe leaks or breaks” and in the exclusion section EXCLUDED: “any loss arising out of a condition of mineral or chemical deposits (except water heaters), water residue or insufficient capacity”. [redacted] was understandably upset because this was not explained to her once it was found the issue was not with the cartridges or the valves, that the low water pressure would not be eligible for coverage. She was offered her service fee refunded and she accepted.   We sincerely apologize to [redacted] for the negative experience she had. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. We are in the process of reviewing all of her concerns about the contractor and customer service issues. This will be addressed internally so we may make corrections and continue to improve our service. [redacted] has decided not to renew her Agreement. We regret 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 respectfully request the Revdex.com consider this matter closed.   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 August, 19, 2016, Mrs. [redacted] reported her air conditioner is not blowing cold air. The independent contractor [redacted] was dispatched and reported the Blower wheel broke and locked up the motor. The technician would need to replace the wheel and motor. The contractor gave us the part numbers and the parts were ordered thru [redacted]. On September 13, 2016, the contractor called in and stated they received a ½ hp blower motor and it needed to be a ¾ hp. HBRWC had ordered the correct ¾ hp blower motor. [redacted] was contacted and they put the wrong motor in the box. The new ETA for the correct motor was September 16, 2016. On September 19, Mrs. [redacted] called stating the contactor had not received the motor. The representative checked by the [redacted] tracking number and found it was delivered on September 14. The representative called the contractor, at the time he could not locate it but said maybe the neighboring business picked it up for him and he was to call back. The contractor was called again and they reported the work had been complete.
 
HBRWC does empathize with Mrs. [redacted] due to the delay that was caused by the supplier [redacted]. This is out of HBRWC’s control. In the Terms & Conditions of the Agreement B-9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” A supervisor has made a couple attempts to contact her to make sure all issues are resolved. She has not yet returned his call.
 
HBRWC would like to apologize for any inconvenience Mrs. [redacted] may have experienced.  We value her business and we look forward to serving her 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 11187337 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) which was effective from April 24, 2015 to April 23, 2016 along...

with the applicable 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 2, 2016, [redacted] reported that her plumbing was backed up and the claim was set up as an emergency. Independent service contractor South Carolina Plumbing & Gas was sent the emergency dispatch. The emergency guidelines, as set out on page 3 of the Service Agreement ("Agreement") states, "In cases of emergency, we will expedite service and attempt to initiate service within 24 hours. An emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety.” To achieve this, HBRWC dispatches out every claim immediately.  Unfortunately, South Carolina Plumbing & Gas did not meet the 24 hour emergency guideline. On March 4, 2016, South Carolina Plumbing & Gas agreed to service [redacted] without a service fee. On March 5, [redacted] called stating she had a scheduled appointment with the contractor but was not able to get a hold of the contractor. At this time we offered [redacted] to find her own contractor to clear the stoppage. She agreed to this and she was able to find K Plumbing to service. K Plumbing found the washing machine and kitchen sink lines were clogged. They were able to clear the line. K Plumbing was paid by Credit Card. [redacted]’s service was waived. All of the contractors that are utilized by HBRWC are independently owned and operated. They are not employees of HBRWC. Every effort is made to find a contractor to service in a timely manner. HBRWC does not have full control over their schedule and there are times the contractor does not make this deadline. Again we apologize for the inconvenience which [redacted] experienced.  HBRWC strives to provide a fast, reliable, friendly and positive experience to all our customers. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We 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 [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 February 7, 2017, it was reported that the dishwasher was leaking. At the time of the requested service, there were no contractors to service in a timely manner. [redacted] acquired his own contractor. His contractor reported that the dishwasher has a crack on the body and is unrepairable. It cracked because the body is made of plastic and will crack overtime. The contractor did not have all the information that was needed. We were able to locate a network contractor to service. [redacted] was dispatched and reported the dishwasher has a crack on the body/tub. The crack is located on the bottom of the unit. Since the tub is cracked and leaking, the dishwasher would need to be replaced. Neither of the contractors reported the drain was leaking. A representative of this department called [redacted] to clarify the diagnostics. “The crack is in the seam of the tub which could be a manufactures defect”. This was also reviewed by our in-house appliance expert. The body of the dishwasher is part of the interior liner/tub of the dishwasher.
 
Per the Agreement on page 4 under Appliances; “Supreme Protection (OPTIONAL COVERAGE, IF PURCHASED)…Dishwasher: racks, baskets, rollers, tub and interior lining”. [redacted] did not purchase the Supreme Protection option. This means [redacted] does not have coverage for the interior liner or tub of the dishwasher.
 
[redacted] was advised that the information was being sent over to our parts department. We apologize if he was under the impression that coverage was promised in anyway. Concerning the disconnected phone call. It is noted that the representative had put [redacted] on a brief hold and the call was released when she came back to the phone. One other time the call was disconnected and the representative called back and left a voice message. [redacted] is disputing where the leak is coming from and he advised he has additional information. [redacted] was asked to forward this information. We do take every contractor’s diagnostics serious regardless if there in our network or out of our network.
 
We regret that we cannot be of further assistance in this regard, unless additional information is received to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.  We value [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 inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted] Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on February 26, 2018 Mr. [redacted] reported his refrigerator is not cooling. The independent contractor, [redacted] was dispatched. On February 28, [redacted] declined the dispatch as they do not work on [redacted] refrigerators. The independent contractor [redacted] was sent the dispatch. On March 3, Mr. [redacted] called in and advised that the contractor could not make it out for 8 days so he fixed the refrigerator himself. He advised that we would like his dishwasher looked at so he will keep the appointment. Port City has a scheduled appointment with Mr. [redacted] for March 6.
 
Concerning contractor availability in Mr. [redacted] service area for appliances. We do regret that on occasion, 2-10 HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely manner. We do apologize for this inconvenience. The service fees are paid directly to the independent contractor for their travel and diagnostic time. The service fees are kept by the contractor and not transferred to 2-10 HBW. We regret we will not waive or refund the service fee.
 
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”) that went into July 22, 2016 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on August 1, 2016, [redacted] reported the air conditioner the services the first floor is not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and reported the system was empty of refrigerant, he added 1 lb. Freon for leak test and located a massive hole in the condensing coil and multiple small leaks in the evaporator coil. In the contractor’s professional opinion, these failures did not occur in the short time the service agreement has been active. These types of failures take a long time to develop. The unit was not in working condition at the start of the service agreement. The claim was denied based on these facts. These holes have been there prior to the July 22, 2016 effective day. Per the Terms & Conditions; “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.”
 
[redacted] disputed the denial, she sent in the home inspection. The home inspection was vague but did state that there was a 20 degree drop in temperature. It was decided to overturn the denial. She has been working directly with a representative in this department.
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 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 notes indicate on March 15, 2017, it was reported online the ice make dispenser is not working. The independent contractor Savannah Appliance Repair found the control board failed. The contractor ordered and installed the board. The Farmer’s were still having issues with the ice maker. A different contractor, [redacted] was dispatched. On April 29, 2017, RCR reported that the ice maker assembly had failed. The part was ordered and installed. The contractor reported this did not fix the issue. The technician believed it was the ice level control board would also need to be replaced. The board was ordered Fedex and shows it was delivered. RCR states they could not locate the part anywhere. The part was ordered again and tracking shows it was delivered to RCR on June 27, 2017. We ask that [redacted] get with RCR to schedule for install if this has not already been done.
 
We acknowledge that there were opportunities to provide [redacted]’s with better, faster service. The delay of the misplaced order was out of our control as explained in 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.”
 
[redacted]’s Agreement has a dollar limit set forth for all kitchen appliances of $400.00.  The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances - $400 per appliance.  Purchase of the Deluxe Appliance Coverage option removes this limitation". The Deluxe Appliance Coverage was not purchased. If for some reason, the replacement of the part does not fix the ice maker, [redacted] can take a cash buyout for the cost of the ice maker not to exceed the $400 maximum.
 
HBRWC apologizes for the inconvenience [redacted] has experienced due to the delay of her claim. HBRWC strives to provide fast, reliable service. We would like to thank her for bringing her concerns to our attention as we do take these maters seriously.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/09/09) */
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]. Thank you for the opportunity to review and respond.
We do apologize for any...

frustration or inconvenience that Mr. [redacted] may have experienced during the service request handling process. Our records indicate on June 22, 2015 a service request was initiated via HBRWC's company website as a pipe leaking. The service request was dispatched to D & B [redacted] LLC ("D & B") after Mr. [redacted] agreed to the following Terms and Conditions online, "Customer ([redacted]@gmail.com) accepted the following Terms and Conditions prior to filing claim: I have reviewed my warranty's terms and conditions for what is and what is not eligible for coverage. I understand that if a contractor is dispatched to my home on a claim that is determined not to be covered by the warranty, I will still be responsible for the service fee."
Our records indicate that the repairs were completed from D & B on June 25, 2015. On July 12, 2015 HBRWC was notified by Mr. [redacted] that D & B caused additional leaks and did not return phone calls; therefore, he had his father resolve the issue and requested a refund. After further review, D & B reported that they completed the repairs by replacing the overflow and shoe assembly on June 25, 2015. If further issues had resulted after these repairs were made, HBRWC must be immediately notified to assist with resolving the issue; this includes dispatching a recall service request to D &B to return to the home and warranty their work. Our records show that Mr. [redacted] reported that repairs were performed outside of the Limited Home Service Agreement ("Agreement") without prior approval or notification given to HBRWC. On Page 2 of the Agreement under "Who pays what?" it states, "A service request must be received by us during the Service Agreement period. 2-10 HBW will pay or reimburse you for covered costs that have been authorized. Service performed without prior authorization will not be paid. 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." As HBRWC was not given the opportunity to evaluate an additional failure prior to the work being performed, the refund request was not honored.
We apologize for the delay in response regarding a letter that Mr. [redacted] had stated he had sent in and we further apologize for not having record of this letter. Our records show that Mr. [redacted] had requested a return call in several instances. Our company strives to provide fast, reliable service and anything less than acceptable will be evaluated internally.
Although HBRWC is unable to determine the failure or cause of failure after the plumbing repairs were performed by D & B in June, HBRWC will honor the request of the $100 service fee reimbursement that Mr. [redacted] had paid to D & B as a gesture of goodwill and not admission of liability. Mr. [redacted] will receive his $100 reimbursement within 7-10 business days.
We thank Mr. [redacted] for bringing his to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs.
Sincerely,
The Office of the President
Home Buyers Resale Warranty Company

Complaint: [redacted]
I am rejecting this response because: Our issues with the service were not addressed in the reply.  Our primary issue was that neither 210 nor [redacted] the contractor were "urgent" in getting us back into our home.  It was extremely hot (in the 90 degree range) in our home and we were consequently in a hotel for 9 days.  With meals and hotel costs, we were out of pocket approx. $1,000.  210 offered us $400 "as a courtesy" which is unimaginable to us.  We felt they violated our contract with them by not responding in a timely manner.  The AC was not repaired until 9/2/16 which was more than 2 weeks after our initial contact.  We were later told by 210 that the contractor "had not responded" and thus they could not order what was needed.  [redacted] told us 210 had dropped the ball and not ordered the parts.  We called [redacted] directly and were told that 210 never called them back to place the order for the parts.  They specifically stated that 210 had called them to get a quote for our unit but never called back to confirm that [redacted] should order the unit.  The ball was dropped countless times throughout this process and no one offered any concern or sense of urgency.  No one took responsibility and handled the problem.   Someone needs to make us whole.  We can provide receipts as needed.  We have already sent 210 Customer Complaint dept more than $600 in hotel receipts. We can compile most of our meal receipts for the 9 days we were displaced.  Please handle this matter in a timely fashion.  We appreciate your assistance. 
Sincerely,
[redacted] & [redacted]

Complaint: [redacted]
I am rejecting this response because: as previously stated these terms are not explained in the contract.  I'm through.  The emial they received on the 19th was merely a forward of the one sent on the 8th which they claimed to have not received. 2-10 homebuyer warranty has never answered the question about the language in the contract not mentioning ever paying for the entire service fee. They have never responded to a single email.  Again, deceptive, fraudulent.  I will be sure to review them on every platform available and tell the truth on social media.  There is a reason contractors do not want to work them and soon neither will the purchasing public.  
Sincerely,
[redacted]

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

respond.
 
Our records indicate on September 6, 2016, Mr. [redacted] reported his washer is not filling with water. The independent contractor, [redacted] was dispatched to the property and reported the outer tub and seal have failed. The contractor said he can obtain the parts and will supply the parts. The contractor was authorized to make the repair. Mr. [redacted] was notified to work with the contractor to complete the repair. On October 12, 2016, Mr. [redacted] called in needing an update, he said that the contractors was waiting on us. The representative found the contractor reported the work is complete on line and billed out for it and now blaming HBRWC for this. The contractor was forwarded to our contractor relations department to investigate and address the contractor. The contractor told the area service Manager that he did not intend to bill out prior to work being complete and he will complete the work. On October 28, 2016, a call was placed to Mr. [redacted] to see if the work is complete. He reported the contractor never came back to complete the work. Mr. [redacted] was offered a replacement washer at that time and he accepted the unit. The contractor was again sent to our contractor relations department do to his unprofessionalism.
 
HBRWC would like to apologize for any inconvenience Mr. [redacted] has experienced due to the contractors delay.  We acknowledge there should have been a follow up with the contractor and Mr. [redacted] to confirm all is on track. We do depend on our contractor’s as professionals to follow up and complete there work in a timely manner. 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 Mr. [redacted].  Thank you for the opportunity to review further.
 
We appreciate Mr. [redacted] providing the information to pull the call he had with the representative on 1/25/18. We were able to locate the conversation. The representative specifically told Mr. [redacted] we needed a diagnosis report from his contractor before any repairs are completed. Mr. [redacted] did not do this. Here is the portion of the transcript:
 
Mr. [redacted]: “If my contractor were to write up a report and everything, you’d still have to send your guy out to verify? Is that what you’re saying?”
 
Representative: “We can set up an out of network contractor service request, but before any repairs are completed the Out of network contractor has to send in a Diagnosis to us and we still ultimately hold the decision on whether or not to repair or replace the unit.”
 
At the end of the conversation, Mr. [redacted] told the representative he wanted to get with his contractor and then call us back to figure out how he wanted to move forward, then the conversation ended. Therefore the representative did not set up a service request.
 
Regardless, we do depend on our customers to review their Agreement to determine the proper procedure when using a contractor out of our network. There is not a business out there that would allow a customer to have a full system replacement completed without first consulting the business on what the failure is as well as the cost. As our previous response indicated, the proper procedures were not followed when using a contractor out of our network. The Agreement makes it very clear, in BOLD lettering 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.” Pre-authorization was not given to Mr. [redacted]. We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation