2-10 Home Buyers Warranty

Complaint: [redacted]I am rejecting this response because:1. The responding time of the howe warranty is too long. My family and I have experienced extremely hot temperature in the room, and because of the business refused to reimburse any of our expenses of hiring our ownrepairman. We have to suffer the extremely terrible conditions for over a month. It caused very bad impacts on our health condition, especially given my wife is pregnant. I have attached several pictures of the room temperature because of this AC issue. Just imagine we have experienced over 30 days like this. We seek any possible compensation from the home warranty company. A simple "we are sorry" is definitely not enough for us to compensate for what they have done to us.2. The AC is back to work now. However, during the waiting time, every time it was me called the home warranty company. If I didn't call them, I can imagine it would take them even longer to solve this issue. And they always pointed fingers to the contractor who should not be responsible for the delay.3. During the fixing, the compressor cover got three big scratches inside which will definitely impact the cover work effect. Will they fix it or replace it?Sincerely,
[redacted]

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

respond.
 
Our records indicate on September 22, 2017, [redacted] reported his air conditioner is not blowing cold air. The independent contractor, [redacted] was dispatched and reported the compressor has shorted and locked up the fan motor. [redacted] did not want to move forward with repairs as he wanted his system replaced and was interested in taking a buyout. The representative offered [redacted] the cash buyout of $1345 using the national guides for parts or he can wait until we know the actual cost of the parts for an exact cash buyout amount. [redacted] advised the representative, he would like to wait for the cash buyout using the actual parts cost. The parts research department located the costs of the parts and they were lower. The revised cash buyout is $1188.40. This is the actual cost that 2-10 HBW would pay to replace the compressor and fan motor. The new buyout amount was presented to [redacted] which he has not accepted.
 
Our offer of $1188.40 actual cash buyout would be the amount of reimbursement. In the Agreement under Who pays what? “The service fee is due when the service contractor arrives at the home.” 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 reimburse the service fee.
 
We respectfully disagree with [redacted] when he stated “This is clearly a deceptive business practice that their agents are trained for.” This is an incorrect statement that we do not take lightly. 2-10 HBW takes pride as a Warranty company. 2-10 HBW was established in 1980 and have covered over 5.5 million new and pre-owned homes.
 
Sincerely,
[redacted]
[redacted]

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

opportunity to review and respond.   Per our system information, [redacted] Service Agreement, number [redacted], was active beginning on August 1, 2015.  This is filed under the property address of [redacted].  When we researched [redacted] complaint, there was no issue in locating his Agreement and everything shows as correct in our system.  As such, we regret we cannot advise to [redacted] what problems, if any, may have existed previously.   WE also regret that we are not able to offer coverage for [redacted] air conditioning system replacement.  HBRWC reviewed the invoice for repairs.  This invoice did not indicate what the failure was to the old system, what type of equipment he had previously, or why replacement was required.  For this reason we cannot determine coverage.  The claim was denied pursuant to section C-1 of [redacted] Agreement when it states, “We will not pay for any services performed without our prior authorization.”   We apologize that we cannot be of further assistance.  We do appreciate [redacted]nging his concerns to our attention so we may review further.   Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation     Tell us why here...

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11156527 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 sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on February 19, 2016, [redacted] reported her washer was not draining. Independent contractor, Sears, Roebuck & Company (“Sears”) was dispatch to the home to diagnose the washer. As [redacted] states, the first Sears technician that HBRWC dispatched thought the washer wasn't level and pushed the hose back in place and left. [redacted] was still having the same issue and we assume she called Sears directly instead of calling HBRWC to set up a recall. HBRWC had no knowledge that [redacted] needed a recall. When Sears went to the home, they assumed this was a retail job. Our notes indicate on February 23, 2016, the Sears technician [redacted] called in and found the washer runs intermittently and the motor is shorting out. The technician recommended replacing the motor. [redacted] further stated that this work order was set up by Sears as a Consumer work order and NOT by HBRWC. Sears policy is to collect the money from the consumer directly (COD) when the HBRWC is not involved. Sears will not change their policy on this. They require a recall work order from HBRWC directly, no exceptions. A recall work order was set up on the same day [redacted] called in, February 23, 2016. Sears called in there diagnosis on February 25, 2016. They were authorized to replace the motor. Sears will be supplying the motor. In instances such as this. [redacted] can refer to her Agreement on page 3 “How do I request service?” All of the contractors that are utilized by HBRWC are independently owned and operated. They may work with many warranties companies, business as well as working directly with the consumer. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced. HBRWC strives to provide fast, reliable, friendly service. We have acknowledged her statements regarding her customer service experience she received. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We would like to thank her for bringing his concerns to our attention as we do take these maters seriously. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:I did send the information that was requested to a gentleman named [redacted] within your company. For his own privacy, I can privately disclose his last name, but I would rather not on here. There were pictures and a long email sent to him, and I received confirmation FROM HIM PERSONALLY via email, that he received everything. I never heard back from him. I still haven't received my refund that I requested from the company. I am NOT going to give up if that is what is being sought from the company. I did receive a check (referred to as a "buyout") for the amount that 2-10 was going to pay [redacted] so that he wouldn't come back out and "do some more work on my unit" that didn't get done in the first place. Of course nobody wanted to follow this man's work. They could tell it was shady and they didn't want to get involved with it either. I can't say I blame them. I was finally able to get my new unit installed, no thanks to 2-10, a few weeks ago by our own HVAC company that I would wholeheartedly recommend to anyone. I am still waiting for my refund, and would like it as soon as possible.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This response still does not explain why the business was dishonest in both its sales practices and in the documentation that was sent to me in regards to the problem. The documentation from the heating and air contractor (previously provided) and the warranty company did not match. I am extremely frustrated that I received so many broken promises from the home warranty and they are only out to make money and that they do not appreciate there customers. I received this warranty with my home to protect me from any problems that would arise in my first year. This warranty has not protected me from anything and actually has caused more problems as I have had to go through so much dealing with the issue. I feel that no offers have been done for any repairs or even a split cost of repairs. If the warranty is of no good to me, I demand that I am refunded all funds in regards to the warranty and that some additional for all of the wasted time spent and for he pain and suffering me and my family has had to go through dealing with this for almost 2 months now. Because of the lack of our ac system being fixed and this process taking so long we had to purchase a window unit (cost over $200) which in turn allowed a crook to break into our home. I have now been a victim to two crooks. The warranty company and the thief who broke in our home. I will never do business again with this warranty company and will tell everyone I know how dishonest and difficult they are to work with. Since my involvement I have received word from one of my colleagues they have been dealing with similar issues with 2-10 and have been told the same that the issue was pre-existing and there home was purchased almost a year ago. If 2-10 does not attempt to offer better service than previously provided. I may choose to contact the media and an attorney and pursue other actions. At this point I am sorry that I every worked with 2-10 and they have already lost a customer for life.   
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 July 11, 2016, [redacted] reported his downstairs air conditioner is not cooling. Independent contractor, [redacted] was dispatched and reported he could not find anything wrong with the system. There was a search for another contractor but at the time of the requested service, our in-network service contractors were booked and would not be able to service in a timely manner. A representative offered to continue looking for a contractor or he could contact his own out-of-network service contactor. We were able to locate an independent contractor, [redacted] that could service. They reported they found the evaporator coil leaking. The contractor was authorized to replace the coil and the coil was ordered. On August 3, 2016, Mr. [redacted] called in on the status. The supplier was contacted and it was found that there was a glitch in the suppliers system and the evaporator coil was not ordered. The supplier would not be able expedite the part. A representative called the contractor and requested they supply the part and they were approved to supply the coil. [redacted] reported the work was complete on August 5, 2016.
 
HBRWC apologizes to [redacted] for the experience he has had concerning his experience with the customer service department and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal call volume in the call center. We have increased our staff due to the ongoing heat wave. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. A supervisor called Mr. [redacted] and received a voice mail. A message was left to confirm the system is now up and running and an apology on behalf of HBRWC for the inconvenience caused to him and his wife. We regret we will not be able to refund Mr. [redacted] a full refund of his warranty pursuant to the Agreement under the Terms & Conditions E-5 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. (“HBWVA”) is in receipt of the inquiry submitted under case 11088171 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 sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on date, [redacted] contacted HBWVA and reported her water heater pilot light would not stay lit. The independent service contractor Mundin Plumbing Inc. was dispatched to the property to evaluate the claim further. On December 23, 2015, Mundin Plumbing called in their findings as the water heater is under Manufacturer’s warranty and that the pilot light will not stay lit. The technician’s professional opinion is there are cracks in the foundation which caused moisture to make the water heater pilot light to corrode. The claim was denied because the failure was not from normal wear and tear but due to water damage. Per the Terms & Conditions of the Agreement “We provide service for covered systems and/or appliances that: 2. Do not operate correctly due to normal wear and tear; also B-8 there is no coverage for any loss or damage that is caused or made worse by any of the following causes….water damage”. A representative of this department called [redacted] to get additional information. Mundin Plumbing Inc. charged her an additional $150 to repair the water heater. There repairs did not work. HBWVA was not aware of this. [redacted] was able to get the water heater replaced under manufactured warranty. As a gesture of goodwill and not by admission of liability. HBWVA has reimbursed [redacted] her service fee as well as the $150 she had paid to Mundin Plumbing. She has canceled her service with HBWVA on a flat rate basis and we have come to a satisfactory resolution. HBWVA strives to provide fast, reliable service and anything less is unacceptable. We want to thank [redacted] for bringing the customer service issues and this contractor issue to our attention so that we may further investigate these matters internally. Sincerely, [redacted]
Office of the President 2-10 Home Buyers Warranty of Virginia, Inc.

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

review and respond.
 
Our records indicate on July 18, 2016, [redacted] reported condensation coming from the unit and leaking through the ceiling. Independent service contractor, [redacted] was dispatched to the home and reported the upstairs return box (ductwork) insulation was saturated with water. The cause was loose tape between the return box and insulation. When the tape came loose, this allowed hot humid air to be pulled into the return air duct. This resulted in condensation and subsequent water damage. There is no failure to the return box. The contractor recommends replacing the return box due to the saturation of the insulation. This would correct the problem.
 
Ductwork is eligible for coverage when there is an eligible failure to it. There is no failure to the actual ductwork for coverage to apply. If [redacted] would please refer to her Agreement under the Terms & Conditions of the warranty “We provide service for covered systems and/or appliances: 2. Which do not operate correctly due to normal wear and tear;” Also Insulation of the ductwork is not eligible for coverage per the Terms & Conditions; “We provide service for covered systems and/or appliances: that 4. “are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;”. This means since Insulation is not listed as a covered item, it is not eligible for coverage.
 
Supposing the return box needed to be replaced due to the consequential damage caused by water. Per section B-5 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” B-8 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): water damage”.
 
On July 29, 2016, her Agreement was emailed to her. As a gesture of goodwill, her service fee has been reimbursed. It does take approximately 10 business days to receive the check. HBRWC would like to apologize for any inconvenience and miscommunication [redacted] has experienced.  We value her business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on April 3, 2017, [redacted] reported her refrigerator is not freezing. The independent contractor, [redacted] was dispatched to the property and reported the compressor and door switch need to be replaced. [redacted] was authorized to replace the compressor and door switch and completed the work. On May 22, 2017, [redacted] reported the refrigerator is still not freezing and a recall visit was set up for [redacted] to go back to the home. On May 24, 2017, [redacted] called in stating the customer’s freezer is 13 to 17 degrees which is normal for the unit. The last communication HBRWC had with [redacted] was on May 22, 2017. In the notes, she made no mention that the freezer is not making ice or the temperature of the refrigerator. [redacted]’s Agreement expired on June 9, 2017 and she did not renew. Per the Agreement under “What is “Even If” Service Fee Guarantee? Service performed within the last 30 days of the Service Agreement will be guaranteed for 30 days.” [redacted] did not notify us within the 30 day window. We apologize in advance to [redacted], if [redacted] was being rude and was a no show. This matter is being investigated internally by our contractor relations department.
 
In [redacted]’s desired settlement she is requesting the refund of her Agreement. We regret, we are unable to reimburse [redacted] for any portion of her Agreement as her Agreement expired on June 9, 2017. We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 210 Home Warranty has decided to honor my warranty and replace my furnace. I would like to close my complaint with your...

organization.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/28) */
September 28, 2015
Re: Revdex.com Case #: XXXXXXXX
Consumer: [redacted], [redacted]
Business: 2-10 Home Buyers Warranty
HBW File No.: ALXXXXXX
We are committed to providing superior home warranty protection and customer service, and we remain willing...

and able to assist the consumer to address any and all warrantable repairs. However, there are certain requirements that must be met, and we are obligated to be bound by them pursuant to the warranty documents that were issued in connection with the consumer's home.
The warranty in question is a new home warranty with an effective date of November 4, 2010. The warranty provides the most comprehensive coverage during the first year of ownership, and is less comprehensive during the second year. After the home reaches two years of age, the coverage that remains is for major structural defects only. The major structural defect coverage remains in force for ten years from the effective date of the warranty. The consumer's home is now almost five years old. Major structural defect coverage is all that remains in force under the warranty for this home.
Our records reflect that the consumer called our office to make an inquiry about how to file a claim on August 28, 2015. Our representatives discussed the terms of the in-force warranty coverage, and provided the consumer with the forms necessary to file a claim vie e-mail. The consumer was advised that there is a $250.00 investigation fee. On September 10, 2015 the consumer contacted our office again stating he had not received the required claim forms. Our records reflect that the forms were sent to the consumer again, via e-mail on that date.
As of the time of this writing, we have not received the required claim form or the required investigation fee from the consumer. We would be happy to investigate the consumer's claim, but the consumer must first file the required paperwork and pay the required fee.
Thank you,
Home Buyers Warranty
New Homes Division
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
2-10 Home buyers "warranty" did not address my concern in their response nor did they provide a reasonable and realistic way to correct the foundation damage to my home.
2-10 has clearly misrepresented their services. They use words like comprehensive home warranty coverage and provide no limitations on their web site. To use the major structural defect coverage, (remains in force for ten years) your house, as judged by a 2-10 representative is required be unsanitary, unlivable, or unsafe and also have a foundation crack that must be at least 1/8 of an inch wide, is extremely far from a comprehensive warranty. If 2-10 is going to impose nearly impossible provisions to accept warranty claims, they should clearly state the facts on their web site and brochures. This is a clear example of misleading a customer of the quality of a product.
As noted above by 2-10 home buyers warranty, "the consumer must first file the required paperwork and pay the required fee." Both times I spoke to a 2-10 home buyers warranty representative I was advised it would be a waste of my $250 to file a claim. The $250 is nonrefundable. Additionally as stated before, "the house must be found to be, (by a 2-10 representative not even an independent party), unsanitary, unlivable, or unsafe and also have a foundation crack that must be at least 1/8 of an inch wide. 2-10 needs to state these severely limiting restrictions on the quality of their product on their web site and brochures and stop misrepresenting their services!
On the 2-10 web site it states warranty structural coverage for foundations. It defines this as Load-bearing Walls & Partitions. All exterior walls are bearing walls. I had my house inspected by a reputable foundation repair specialist and determined foundation cracks in the full exterior wall of the house.
Again, why would I pay NONREFUNDABLE $250 to 2-10 Home buyers warranty when they already told me my claim would be denied? I do not have $250 to throw away! I have a house with foundation damage as defined on the 2-10 web site and a worthless major structural defect coverage from 2-10 home buyers warranty.
2-10 is Home buyers "warranty" should stop misleading customers and state the true quality of their services.
Additionally 2-10 is Home buyers "warranty" should provide a reasonable and realistic method to me to correct the foundation damage to my home, not a method for me to throw away $250.
Final Consumer Response /* (4200, 16, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please answer my question, YES or NO; For 2-10 to pay a claim for the major structural defect coverage, (remains in force for ten years), your house, as judged by a 2-10 representative, is required be unsanitary, unlivable, or unsafe and also have a foundation crack that must be at least 1/8 of an inch wide.
Final Business Response /* (4000, 18, 2015/11/19) */
2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Mr. [redacted]. In order for us to assist him further, Mr. [redacted] must contact our company to file a claim. We will investigate further once that occurs.
Thank you,
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 January 7, 2017, [redacted] reported online, her oven is not heating up to the correct temperature. The independent contractor, [redacted] was dispatched to the property and found the thermostat had failed. [redacted] was authorized to replace the thermostat. [redacted] reported on line that they completed the work on February 8, 2017. On February 21, 2017 a request for a recall was sent to [redacted] to revisit the home. On February 22, 2017, [redacted] called in stating the [redacted] had missed there appointment. There was a call placed to [redacted] and the office manager explained the technician had a family emergency and they would not be able to make it out for 2 weeks. We were not able to locate another network contractor to service in a timely manner. We do regret that on occasion, this does occur. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is described in the Agreement under the Terms & Conditions, A-1 “If a 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," [redacted] advised us she was not able to locate a contractor. On March 2, 2017, our dispatch department located a network contractor to service. The independent contractor, [redacted] was dispatched to the property and reported the control board has burned out. It was found the control board is no longer available but it can be rebuilt. The contractor refused to follow the process of having the control board rebuilt even though they have contractually agreed to. The contractor was sent to our contractor relations department to address this. We were not able to locate another contractor to pull the board. It was decided to offer [redacted] a buyout and she accepted.
 
A board rebuild is a simple process where the contractor pulls the board and it is mailed to [redacted]. [redacted] will find the root cause and repair the failure. Furthermore they will assess the condition of the board and address other problematic issues including replacement of failure prone components and reworking of suspect solder joints as a preventative measure. After the board passes a full functional test, it is mailed back to the contractor. [redacted] backs their work with a 2 year warranty. The turnaround time is 7 to 10 days.
 
[redacted] states her oven had not worked since the original claim date. HBRWC was not aware of this and we had not heard any different. We assumed the thermostat that [redacted] reports they had replaced, had repaired her oven. [redacted] has also been sent to our contractor relations department to be address. There are instances where an independent contractor will drop a claim, miss appointments, etc. Other times where we do have difficulty locating a contractor to service a customer in a particular trade in a timely manner. Labor issues like this are out of our control. Per the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” However, we will promptly do everything possible to expedite the service/repair.
 
We would like to apologize for any inconvenience and delay [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.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/08/10) */
Re: Revdex.com Case #: XXXXXXXX
Consumer: [redacted], [redacted]
Business: 2-10 Home Buyers Warranty
BHW File No.: ALXXXXXX-XX
We are committed to providing superior home warranty protection and customer service, and we are always willing to assist the...

consumer to address any and all warrantable repairs. However, there are certain requirements that must be met, and we are obligated to be bound by them pursuant to the warranty documents that were issued in connection with the consumer's home.
2-10 Home Buyers Warranty ("HBW") is the administrator of the 2-10 New Home Warranty Program. However, it is the National Home Insurance Company ("NHIC"), this warranty's insurer, who investigates and determines the validity of structural claims, including whether they should be accepted or denied.
In this case, the homeowner [redacted] contacted HBW via phone on June 5, 2015 to report the issues he was observing in his home. An HBW representative explained the structural claim process and also the definition of a structural defect as it is in the warranty contract. Later that day, [redacted] submitted the structural claim form the $250.00 investigation fee. On June 8, 2015, the claim file was delivered to NHIC to begin the investigation process.
As the warranty administrator, HBW does not make coverage determinations with regard to submitted claims. If the homeowner disagrees with the claim denial, there is an additional step they can take in the pursuit of coverage for their claim. There is a binding arbitration provision in the warranty contract that reads, "Any and all claims, disputes and controversies by or between the homeowner, the builder, the warranty insurer and/or HBW, or any combination of the foregoing, arising from or related to this warranty...shall be settled by binding arbitration."
We thank you for allowing HBW the opportunity to respond to the homeowner's complaint and encourage them to contact NHIC for more information on the arbitration process.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is a terrible way to conduct your business, especially with the many, many ways there are to review 2-10 Home Buyers Warranty online (of which I will exhaust until a satisfactory resolution is reached, trust me). You sold me a "structural warranty" in 2006. Now. I have severe 42 foot x 3 inch cracks throughout my slab, cracked tile, my garage slab has sunk 3" (literally), the bricks on the front elevation are cracked and have separated from the porch slab, drywall cracks throughout the interior of my home, a door jamb that is separating at the joint, etc.
If this does not constitute structural damage, then what have you sold us, the American public?? Does a home need to completely collapse on a family before you will honor what you sold us as a "structural warranty"?
Hiding behind the insurance company is not doing the right thing by your customer. My damages total over $22,500. And, that's repairing them lightly. I am offering you a chance, right now, to do the right thing and work with me on these damages to my family's home. Whether you help me or choose not to help, I will go out of my way to make sure that every American consumer with a computer knows all about 2-10 Home Buyers Warranty.
Thank you,
[redacted]
Final Business Response /* (4000, 10, 2015/09/02) */
September 2, 2015
Re: Revdex.com Case #: XXXXXXXX
Consumer: [redacted], [redacted]
Business: 2-10 Home Buyers Warranty
HBW File No.: ALXXXXXX-XX
2-10 Home Buyers Warranty ("HBW") is the administrator of the 2-10 New Home Warranty Program. As the administrator, HBW handles the intake of complaints or claims from the consumer and works with the appropriate parties to administer the warranty terms. As the warranty administrator, we do not hire inspectors or perform warranty repairs.
As previously mentioned, our records indicate the consumer filed a structural claim on June 5, 2015 with HBW. HBW sent the file to the warranty insurer, National Home Insurance Company, within 72 hours of receiving the consumer's request.
The consumer's file is now being handled by the warranty insurer. HBW does not make coverage determination. If homeowner disagrees with the decision by the warranty insurer, they may pursue arbitration as outlined in the terms of the warranty. We encourage the consumer to contact National Home Insurance Company directly to discuss this matter.
We apologize for any inconvenience the consumer may have experienced. We do appreciate Mr. [redacted] bringing this matter to our attention.
Sincerely,
2-10 Home Buyers Warranty
Complaint Response Date bumped because: Holiday

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 Agreement is 8 pages long. An email copy has been sent to [redacted]. We would refer [redacted] to our previous response as to why the indoor equipment is not eligible for coverage. We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Service Agreement. 
 
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 HBRWC has approved the contractor to replace [redacted]’s air conditioner with an R410a, 14 seer system.
 
We acknowledge that there were opportunities to provide [redacted] with better service and some of the delays that occurred were preventable. Our records indicate the multiple contractors at the home caused a good deal of miscommunication. When there is a heat wave in an area, the independent contractors also experience an unusually high volume of dispatches and are not able to provide information in the time allotted.
 
We regret that we will not be offering any compensation towards [redacted]’s utility bill. This is a Limited Service Agreement which is intended to cover breakdowns of specific items due to normal wear and tear only. The Agreement does not provide for any type of financial restitution per the Terms & Conditions of the Agreement; B-6. “We are not liable for incidental, indirect, special, punitive or
consequential damages, for bodily/personal injury or property damage.”
 
We apologize to [redacted] that he did not receive the quality service that is expected. We thank him for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/13) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. [redacted]'s limited Home Service Agreement and applicable claims....

Thank you for the opportunity to review and respond.
We apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process. We have reviewed the air conditioning claim that Ms. [redacted] has discussed. On October 22, 2015 the independent service provider Denali Services reported that the compressor and condensing fan motor failed. HBRWC did elect to proceed with repairs pursuant to section B-1 of Ms. [redacted]'s Agreement when it states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
The repairs to this unit were completed on October 29, 2015. At that time the technician with Denali Services tested the system and verified the system was running well with no additional failures. HBRWC did verify that some of these failures were due to the first contractor at the home not installing equipment correctly, and we would like to sincerely apologize for this. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We have had the matter with the first contractor addressed internally.
We would note that as there are no current failures to the system, we will not be considering Ms. [redacted]'s request for a full air conditioning system replacement at this time. Per section 2 of her Agreement: "We provide service for covered systems and/or appliances that: not operate correctly due to normal wear and tear."
We regret we are not able to speak to the refrigerator claim that Ms. [redacted] mentions. If she wishes to have that evaluated further she may contact us by emailing [redacted]@2-10.com, providing the property address for the claim in question so we may review further.
We would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We apologize again for the delay that she experienced, and we look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on April 28, 2016, Ms. [redacted] reported the ac is leaking in the attic. The independent contractor, [redacted] was dispatched to the property and reported the condensation water was overflowing into the auxiliary drain pan and out and down the ceiling. The technician cleared the drain line. Upon further inspection, the technician discovered the auxiliary drain line was connected into the main drain pan and the main drain line was connected into the auxiliary drain pan. Thus the main drain was draining into the auxiliary and vice a versa. The main drain line is supposed to be draining into the main drain pan. Improper is not eligible for coverage under the warranty. Ms. [redacted] paid the technician to correct the improper outside of the warranty coverage. When [redacted] was correcting the improper install, the technician found the evaporator coil had refrigerant leaks. [redacted] was authorized to replace the evaporator coil and a dual cap on the condensing unit. On December 8, 2016, an invoice dated 10/16/16 was received showing Ms. [redacted] had her air conditioner and furnace replaced.
 
There are guidelines on the procedure for using an Out-of-Network contractor and these guidelines were not followed. The air conditioner & furnace were replaced outside of the Agreement and without our knowledge or approval. We regret we will not be able to offer reimbursement for the replacement of the air conditioner and furnace. It clearly states that any repairs completed without 2-10 HBW’s prior notification will not be paid. This is specified 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.” Additionally, per section A.1 of the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.”
 
We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]We reject
this response because:The response provided by 2-10 Home Warranty is inaccurate and misunderstood by their leadership.  The contractors (which they dispatched to complete the requested repairs) provided a difference response to the Customer Service Representatives.  At this time the [redacted] office for 2-10 Home Warranty has neglected to fully review how this complaint evolved.  The information in this response does not address or outline the true nature of the problem.  The 2-10 Home Warranty Company (once again) has failed to address the problem with their contractors, and the warranty company failed to provide sufficient resolution to our complaint.  At this time we continue to reject the response from 2-10 Home Warranty and demand they make us whole. 
Sincerely,
[redacted] and [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”). Thank you for the opportunity to review and respond.  ...

A representative of this department contacted [redacted]. She is correct, there are a limited number of plumbers in her area that service Visalia CA. Contractor relations was contacted and this was confirmed. They will look into this and see if they will be able to contract with a plumber in the area.   HBRWC apologizes to [redacted] for the hold time with the customer service department. The recent heat wave throughout the United States, has created higher than normal wait time in the call center. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. We thank [redacted] for bringing this matter to our attention and we look forward to serving his future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation