2-10 Home Buyers Warranty

Complaint: [redacted]
I am rejecting this response because:The fact of the matter is, it took over 2 months to get my AC compressor fixed.  My contractor called them numerous times and waited hours and hours on hold.  The only reason it took so long for him to email them a break down of what needed to be done is that he could never get someone on the phone to provide an email address.  The ONLY reason I believe it got fixed is because I contacted my realtor to complain.  Once the realtor/broker was involved 2-10 jumped into action to not lose that realtor account.  In addition, the contractor discussed with them that the unit is old, and replacing the compressor might only fix it temporarily.  He felt the entire unit needed to be replaced.  2-10 ignored that request and approved replacement of only the compressor.  My unit worked great for about 6 days and then it shut down and the line froze over.  I contacted the same contractor and waited a week for him to come out to look at it.  He indicated there is freon leaking from the unit and there is something else that needs to be done to get it fixed again.  Because he is so busy, and because I am concerned about waiting another few months for 2-10 to respond to a request from a non-contracted service provider, I decided to call 2-10 to schedule a service appointment by one of their contractors.  The soonest appointment I could get is next week.... so this issue is still not fixed.  
Sincerely,
[redacted]

The Office of the President at Home Buyers Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case 11105282 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) which became effective December 3, 2015 along with the applicable...

pool 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 December 8, 2015, 5 days after the effective date of the Agreement, [redacted] reported his pool will not turn on. The independent service contractor, Aqua-Brite of FL was dispatched to the property to evaluate the claim further. On December 14, 2015, Aqua-Brite of FL reported the booster pump motor is overheating and stopping and the timer has shorted out. The only way to turn off the equipment is from the panel. The technician recommends replacement of both. The pool claim was reviewed and determined that due to the multiple failures; the booster pump overheating, (a sign of extreme wear) and the timer shorted, could not have occurred within the Agreement period. Mr. [redacted] was informed his claim was not eligible for coverage pursuant to the Terms & Conditions 3. “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.” Mr. [redacted] disagreed and sent in a partial home inspection. The home inspection did not provide enough documentation to allow HBW VI to overturn the denial.  It shows the pumps for circulation of water were inspected and the inspector recommended to repair or replace. The pumps for vacuum or cleaning were inspected and recommend to repair or replace, not working as intended. Mr. [redacted] has noted on these pages that the issue for the pumps for circulation of water “issue resolved by having the pressure gauge replaced.” On the Pumps for vacuum or cleaning, he has noted “not specific to pool cleaner and this part was repaired.” A representative of this department has called Mr. [redacted] to discuss this matter further. A voice mail was received and a direct line for contact and email was given in the message. If indeed he can show us that the booster pump was repaired or replaced or he has other information that would assist in overturning the denial. We would be happy to reconsider our decision. Sincerely, Office of the President Home Buyers Warranty Corporation VI

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.
 
We have reviewed Ms. [redacted]'s request.  We understand there were a chain of events that occurred which lead to her using her own service contractor.  After review, we will reimburse both the repair and co-payments "service fees".  We simply ask that Ms. [redacted] provide us the invoices with the cost so our accounting department can process. If an invoice cannot be provided for the repair, we cannot reimburse any cost as there is no proof of services rendered.  In regards to the service fees, we will reimburse the cost indicated in the service agreement which is $75/each, equaling $150.  Unless Ms. [redacted] can provide us documentation to support the additional cost paid.
 
In regards to the cancellation, we really hate to lose Ms. [redacted] as a customer but we understand and respect her request.  Ms. [redacted] paid $616.32 for the service agreement.  We normally would refund a pro-rated amount, minus any claims paid; which would mean $0 reimbursement once this claim is paid. 
 
Due to the service issues, we will honor cancellation, however, it will be at a pro-rated amount using, not removing claims, with the cancellation date of October 11, 2016.  The reimbursement amount is $386.05. 
 
We can process payment, once Ms. [redacted] accepts the offer and provides us the invoices.
 
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”). Thank you for the opportunity to review and respond.
 
We...

regret that ductwork is not eligible for coverage under the Agreement. The ductwork is not listed as covered under the Agreement, therefore it is not covered. Per the Terms & Conditions of the Agreement 4. “are specified as “included” in the trade sections on pages 3, 4 and 5. If a system or item is not specified as “included” then it is not eligible for service;” In addition B-4 “We do not perform verification and/or diagnostic testing of ductwork, the sealing of ductwork and associated repair costs.”
 
The only instance where this Agreement would perform a service on plenum ductwork is explained on page 4 of the Agreement under both Heating and & Conditioning and Heat Pump: “Ductwork, modification of plenum when necessary to effect an eligible repair”. This is not for the repair of failed ductwork. This is to modify the plenum ductwork, normally when the evaporator coil needs to be replaced.
 
HBRWC would like to apologize for any inconvenience Ms. [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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is  unfortunately satisfactory to me. Yes the appointment is set now after weeks of calling for August 31st. However I AM NOT AND NEVER HAVE BEEN OUT OF TOWN as 2-10 claims! Don't try to blame the customer when your service sucks.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because it is irresponsible. However, we chosen to terminate services and would like all service fees that are in line with cancellations, per the policy.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by 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 Mr. [redacted] filed 3 separate claims. A faucet claim, a toilet claim and a bathtub whirlpool motor claim. On February 1, 2018, the independent contractor Peter Klein Plumbing reported that there is a likely issue with the whirlpool motor or switch, however the technician was not sure as there was no access panel for a proper diagnoses. The tile would have to be removed for further evaluation. Mr. [redacted] was explained that the Agreement is not responsible for removing the tile to make the access. He understood this was his responsibility and he advised he would discuss this with the contractor. Since the access portion of the claim is not eligible for coverage, it is Mr. [redacted]’s responsibility to locate a contractor to remove the tile. Once the tile is removed, Mr. [redacted] has the option of letting Peter Klein Plumbing complete the diagnosis or have his own contractor call in with a diagnostics.
 
On the morning of Monday, February 5, the independent contractor, Dockside Plumbing contacted 2-10 HBW and advised their appointment for the faucet and toilet claim was for February 5, between 8 and 12 but Mr. [redacted] wanted to change the appointment for after 12. However there technician was booked and they would have to reschedule. Mr. [redacted] found this unacceptable as he wanted immediate service. Apparently there was a misunderstanding on the time of scheduling. 2-10 HBW is not responsible for scheduling appointments. This must be done between the contractor and the customer. As stated in the Agreement under “How do I request service? Contact us at 2-10.com or 800.775.4736, 24 hours a day, 7 days a week to request service. We will assign an authorized, independent service contractor to handle your eligible repairs. A service contractor will schedule a time during normal business hours to diagnose and repair your covered item”. Mr. [redacted] requested a different contractor. Due to Mr. [redacted]’s dissatisfaction, at his request, a representative sent a dispatch to a different independent contractor but they were non responsive. There were no other contractors at that time to service. The guidelines for using a contractor out of our network were emailed to Mr. [redacted].
 
Concerning contractor availability in Mr. [redacted]’s service area. We do regret that on occasion, 2-10 HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely manner. We do apologize for this inconvenience. When this occurs, we do give the customer the option to locate their own contractor. We do have this right as explained in the Agreement under the Terms & Conditions, A-1 "… If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.”
 
In Mr. [redacted]’s desired settlement, he is requesting compensation for expenses that are not covered under the Agreement. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. 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.” With this said, we regret that we will not be offering any compensation as described in his desired settlement as we are not liable for such expenses. Mr. [redacted] set up 3 claims with the same trade. In addition, Mr. [redacted] would be responsible for only one service fee. Our notes do not reflect that we would waive the one service fee.
 
We apologize to Mr. [redacted] that he did not receive the quality service that he expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. We would like to thank him for bringing this concern to our attention as we do take these matters seriously. His suggestions will be reviewed as this allows our company to serve our customers better.
 
Sincerely
Office of the PresidentHome 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 business did not address any of their false and misleading information given by their customer service representatives or why the policy was written based on the home inspection report, knowing that the appliances/items were not covered and intentionally charged for a useless policy. Further investigation by the state insurance commission is needed. I accepted the buyout offer.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11383394 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. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on February 20, 2016, [redacted] reported the air conditioner is not blowing cold air. Independent service contractor, [redacted] A/C & Refrigeration (“Tolly’s”) was dispatched to the home to evaluate the air conditioner. They reported the indoor evaporator coil is leaking and it is under manufactures warranty. [redacted] was authorized to replace the coil under manufactures warranty. On March 15, 2016, [redacted] called wanting to know what the holdup was. A call was placed to [redacted] and a voice message was received. A return call was placed to [redacted] and he informed us that [redacted] had scheduled March 21, 2016. [redacted] called on March 29, 2016 stating that his air conditioner is still not working and he does not want to use [redacted] again due to being unhappy with their service. Independent contractor, Sams Heat and Air was dispatched to the home and found the air conditioner void of Freon. He did a leak test and found the new evaporator coil leaking on the bottom left side and possibly a leak in the wall. Sams heat and Air did not want to follow behind another contractor and declined the job. [redacted] also got his own out of network contractor to diagnose the air conditioner. His contractor reported a leak at the suction port of the condensing unit. His costs were higher than what our in network contractor would charge so [redacted] decided to stay with [redacted] to do the repair. Due to the ongoing delayed claim. [redacted] was reimbursed his service fee. [redacted] found the leak on the copper tubing line of the condensing unit. They made the repair. A call was placed to [redacted] and confirmed the air conditioner is now working. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. All of the contractors that are utilized by HBRWC are independently owned and operated. We have no right of control over their actions. We acknowledge the delay that occurred by [redacted] was preventable and we will have this matter investigated further internally so we may make corrections and continue to improve our service. We would like to thank him 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 (“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 we were moving forward with the repairs and the parts were ordered for the independent contractor. It was not until November 28, 2017 that we were notified one of the parts were still on backorder until December 18, 2017. Then on December 22, 2017, the independent contractor notified us advising they are not going to repair the gas cooktop. There are some things out of our control. We had no control over the backordered part. The supplier is supposed to notify us but they did not. As is explained in the Agreement in the Terms & Conditions B-10 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” The contractor was also sent to their contractor relations manager to address them as to why they are just now declining to repair the cooktop. They had all the parts in hand. This is the reason another independent contractor was dispatched. The new contractor recommended replacement as the cooktop has too many issues. This was sent to our parts department to price out a replacement cooktop. A replacement offer or the equivalent cash buyout has been offered to Mr. [redacted] and he accepted the replacement unit.
 
We apologize to Mr. [redacted] that he did not receive the quality service that he 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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
It was confirmed with Lopez Heating that the coil was replaced on June 15, 2016 and [redacted] took a repair buyout of the outdoor condensing unit. To put this matter to rest. A representative of this department has contacted [redacted] and offered the non-covered charges she paid Lopez Heating. She accepted the offer.
 
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.
 
We could not possibly cover everything. This is a Limited Service Agreement which is intended to cover breakdowns of specific items only, due to normal wear and tear. If Mr. [redacted] would please reference the first sentence of the Agreement’s Terms & Conditions, which states; “To make our Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything.” Under the Agreement’s Electrical. The Agreement does cover the garage door opener and all parts of the opener. Under the exclusion section, in bold lettering, it specifically excludes garage door track/rail assembly, “EXCLUDED: Garage doors, garage door track/rail assembly, rollers or physical damage.”
 
We regret we will not offer a full refund for the last 2 years of the Agreement as we are not liable for such an expense. In regards to Mr. [redacted]’s request to cancel his Agreement, we apologize his experience has led him to this decision. He may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of his Agreement, which states:  “You may cancel this Service Agreement at any time and is non-cancelable by us (send your written request to us at [email protected]) … reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges”.
 
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 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.
 
2-10 HBW respectfully disagrees with Ms. [redacted] as we do not purposely deny claims. We are a regulated industry and 2-10 HBW has to comply with the coverage we have sold. We cannot show favoritism. Our business is overseen by a variety of regulatory agencies. Even if our intention was to help the customer, it can be difficult for a regulatory agency to tell the difference. We could very well be fined for not following the terms and conditions of our service agreement. As many homeowners and realtors have discovered, our rates and coverage are competitive.
 
Concerning Ms. [redacted]’s water heater claim. Our records indicate on November 29, 2017, Ms. [redacted] reported rusty black water comes from the faucets when she turns on the hot water. Ms. [redacted] acquired her own contractor to diagnose the water heater. The technician reported he was not able to replicate the black flecks. There are no active leaks and the unit is still heating. Ms. [redacted] was explained the contractor found no issues with the water heater and therefore it is not eligible for coverage. If Ms. [redacted] is still experiencing the dirty water, she should consider having the water heater professionally flushed. Flushing of a water heater is not covered under the Agreement as stated in the terms and conditions; B-17. “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” It does state under the plumbing exclusions; “EXCLUDED: any loss arising out of a condition of mineral or chemical deposits (except water heaters)”. However, her contractor did not report any issues with the water heater.
 
As Ms. [redacted], pointed out in her complaint, we will reimburse a service fee upon request, when a claim is determined not eligible for coverage as stated in our “Even If” guarantee as stated; ‘Even If’ an item isn’t eligible for coverage, and we dispatched a service contractor, reimbursement of the paid service fee may be requested.” Ms. [redacted] did not request for her service fee to be reimbursed. The service fee has now been reimbursed.
 
Concerning Ms. [redacted]’s faucet claim. Our records indicate the independent contractor reported the pressure regulating valve has failed and is causing high pressure throughout the home, this in turn, is causing the faucet seals to leak. The representative accessed since the pressure regulating valve failed, creating the high pressure, the leak of the faucet is not eligible for coverage as it is consequential damage. She denied the claim based on the terms and conditions; B-6. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” A representative of this department called Ms. [redacted] and received her voice mail. A message was left that if the pressure regulator valve had failed it would be eligible for coverage. Ms. [redacted] decided to use her own contractor. Her contractor reported the pressure regulator valve was not faulty and the faucet was leaking due to normal wear and tear. Her contractor was authorized $150 (maximum faucet coverage) to replace the faucet. Ms. [redacted] would pay her contractor up front, then be reimbursed. Ms. [redacted] was emailed the instructions as to where to send in the paid invoice. In case she did not keep the email. She would send her paid invoice to [email protected] and reference her work order number 6439825 and her approval code 6164-4613-8376. In addition, both of her service fees have been reimbursed. If she has any questions on her checks, she can contract accounting directly at 1-866-231-0219
 
We apologize to Ms. [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. Her feedback allows our company to serve our customers better.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:According to [redacted], Chief of Gas, Mechanical, and Plumbing for the City of Knoxville, it is a code violation for this unit to be installed without a "rain shield", which happens to just be the flashing surrounding the ductwork between the unit and the side of the house. 2-10 told me that they would cover it if it was necessary to the repair, and now they are rejecting it as an "unnecessary item". I have spent 3 additional hours on the phone between the contractor and the warranty company, and nothing has been done. 2-10 has stated that this is a modification; both the local contractor, [redacted], and [redacted], Chief of Gas, Mechanical, and Plumbing for the City of Knoxville, say that this is a code violation and that the warranty company's permit will be rescinded if they do not install the unit with this item. Since code violations for 13 SEER and R410A upgrades are clearly covered under section B, item 1, and I quote, "We are not responsible for matching any feature of an existing system or appliance that does not contribute to the primary function of that system or appliance. Except for 13 SEER coverage and R410A compatibility upgrades and code violations as outlined in number 3, we are not responsible or liable to upgrade equipment, components or parts". I called 2-10 Warranty and spoke to [redacted] on 10-12. He told me that the rain shield is not required by code in the state of Tennessee. I found out afterwards by calling the city inspector that it is. I called back and spoke to [redacted] who told me that they don't cover code violations, then that this wasn't a code violation, and then that they don't cover modifications. I asked for her supervisor and spoke to *. [redacted], who told me that they needed proof from the city inspector. It is quite obvious that the left hand is unaware of the right hand's actions.   
Sincerely,
[redacted]

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

respond.
 
[redacted] placed a Lock re-key service where 2-10 HBW will dispatch a locksmith to re-key up to 4 key holes. Our pricing Agreement with the network contractors is $100 for this service. [redacted] service fee is $60. The locksmith should have billed 2-10 HBW for the additional $40 over the service fee but instead, collected $100 from [redacted]. A check for $40 has been processed. It will take approximately 10 to 14 business days to receive the check.
 
We would like to apologize for any inconvenience [redacted] has experienced. 2-10 HBW is committed to providing superior home warranty protection and customer service. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/10/09) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received 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 Mrs. [redacted] may have experienced during the service request handling process. In Mrs. [redacted]'s inquiry, she mentioned that she needed quick service for her washer as she had an infant and the original service provider [redacted] was not able to service in a timely manner.
Mrs. [redacted] initiated a service request on her washer on September 8, 2015. The service request was sent to the independent contractor [redacted] & [redacted] On September 15, 2015 HBRWC received a telephone call from Mrs. [redacted]. She stated that [redacted] was not able to provide service until September 22, 2015. At this time, Mrs. [redacted] stated that she was advised by the representative that a service contractor would immediately be dispatched. This is correct as the claim was immediately dispatched a new service provider, [redacted] The service contractor [redacted] was able to service Mrs. [redacted] 2 days later, on September 17, 2015. The replacement of the water pump was completed the same day.
We would like to thank Ms. [redacted] for bringing her concerns to our attention. We do take these matters very seriously. At this time, repairs have been completed to Ms. [redacted]'s washer. We apologize for the delay she experienced and appreciate her patience with this matter.
Sincerely,
[redacted]
Office of the President
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

respond.
 
Our records indicate on January 25, 2017, Mr. [redacted] reported “online” no power to one room. The independent contractor, [redacted] was sent the dispatch. On January 26, 2017, Mr. [redacted] states “he called 2-10 HBW around 6pm but we were closed and there was no after hour’s emergency contact.” I am not sure which phone number Mr. [redacted] was calling but the phone number listed on the Agreement [redacted] is open 4:00 am to 11:00 pm, 7 days a week including holidays. On January 27, 2017, [redacted] reported online that the customer hired an outside contractor. Later the same day, Mr. [redacted] called and explained he had concerns about a fire hazard with the electrical systems in his home. He heard hissing sounds and smoking was noticed.  Mr. [redacted] contacted a contractor outside our Agreement to expedite the service and make the repairs, because [redacted] was not responding. He is calling now requesting reimbursement. The representative explained that his contractor needed to call in, in order to get the work approved. This is in the Agreement on page 3 under Who pays what? “2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid.” Also under the Terms & Conditions A-1 “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” The work was completed without our prior approval. 2-10 HBW was under no obligation to reimburse any amount to Mr. [redacted]. However, 2-10 HBW was not aware that the electoral issue had become a fire hazard and we were not aware [redacted] could not service for 5 days. The representative advised Mr. [redacted], we will review the invoice and will let him know about our decision.
 
When a customer proceeds to have repairs done outside of the Agreement and without our knowledge or approval, depending on the circumstances, if it is determined that there will be some reimbursement, it is strictly a gesture of goodwill and A.2.a in the Terms & Conditions is exercised; “If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” Mr. [redacted]’s invoice was received and a representative (as outlined in A.2.a) offered Mr. [redacted] the amount that we would have paid a network contractor (non-emergency rate). After this notice was received, our in house electrician reviewed the invoice as an emergency and found the contractors cost was reasonable. A representative of this department, contacted Mr. [redacted] and was able to settle this matter at his desired settlement.
 
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 May 18, 2017, [redacted] reported his ac is not cooling. On May 19, 2017, the independent contractor had not responded to [redacted] and she decided to use her own contractor. The guidelines were emailed to her. As [redacted] is aware, number 1 of the guidelines states: HBRWC will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.
 
Her contractor reported there was a leak in the evaporator coil and his cost were high compared to HBRWC’s standards. When the [redacted]’s originally requested their own contractor, the network contractors work order is automatically cancelled so the network contractor did not keep the appointment. The representative resent the dispatch to the network contractor, [redacted]. [redacted] was not responding. The independent contractor [redacted] was dispatched and scheduled an appointment for May 31, 2017. There were numerous attempts to get the diagnosis from [redacted]. On June 16, 2017, [redacted] reported the delay was due to OEM parts had to be ordered and the ETA is June 19, 2017. On June 21, 2017, it was confirmed the motor was received and a voice message was left with the [redacted]’s. There were several phone calls from [redacted] to us as she could not get a hold of [redacted] to schedule. [redacted] was not responsive to HBRWC. On July 6, 2017, a representative discussed the options with [redacted] and it was decided to dispatch another independent contractor. [redacted] was sent to contractor relations to investigate and address. As explained in the Terms & Conditions; E- 9 “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.” However we will try very hard to do everything possible to expedite the service with the same contractor or locate another contractor.
 
The independent contractor, Denali Services was dispatched and reported the contactor had failed and is fusing. The technician advised the customer is interested in a cash buyout. Denali found no other issues. Mr. [redacted] accepted the cash buyout and the buyout was processed. In addition, the Brandon’s service fee has been reimbursed due to [redacted] dropping the claim. it does take approximately 10 to 14 business days to receive the checks.
 
We do apologize for any inconvenience and delays caused by [redacted]. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. When there is a heat wave in an area, the independent network contractor’s experience an unusually high volume of calls, they can be booked or they do not always respond in the time allotted. This can be understandable, but [redacted] simply dropped this claim.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com: Unfortunately, our hands were tied.  Since 2-10 decided to drag this out with us, and not offer more than a insulting $2160, we were forced to accept that and cut ties.  WE WILL NEVER RECOMMEND 2-10, NOR WILL WE CONTACT THEM FOR WARRANTIES IN OUR HOME.   We are out thousands of dollars. HORRIBLE BUSINESS with the most HORRENDOUS customer service I have ever seen.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/06/23) */
The Office of the President at[redacted] ("[redacted]) is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Mr. [redacted] Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We sincerely apologize for any frustration or inconvenience you may have experienced during the claims handling process. [redacted] strives to provide fast, reliable service and anything less is unacceptable. While the repairs were completed on June 12, 2015 we do acknowledge that there were delays for research and the part order. [redacted] agreed to pay half of Mr. [redacted] non-covered charges due to the delays that occurred.
Our records indicate that Mr. [redacted] air conditioning system is currently operational. 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,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation