2-10 Home Buyers Warranty

Initial Business Response /* (1000, 4, 2015/08/06) */
Revdex.com Case #XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes to [redacted] for...

any inconvenience she has experienced during the service request handling process. We strive to provide professional and friendly service to all of our customers and anything less than that is unacceptable. The Customer Care representative [redacted] referenced in her inquiry is no longer an employee of HBRWC.
HBRWC has authorized payment to the service contractor for the additional $100 service fee and it is no longer due from [redacted]. A letter from the Office of the President has been emailed to [redacted] confirming this information. Our records indicate that this matter has been resolved.
We thank [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
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.
Still interesting that you cannot return calls to this business' employees on a direct basis.Thanks to the Revdex.com for their involvement and a suggestion to reevaluate the rating of this company.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and the Home Warranty Company is still working with us to resolve the air conditioning issue.  The situation is not completely resolved at this point, but significant progress has been made in the right direction.  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 November 1, 2017, [redacted] reported her boiler is not working. At the time of the requested service, the dispatched department was not able to locate a contractor to service the boiler. The guidelines for using a contractor out of our network were emailed to her. We do regret that on occasion, 2-10 HBW will not have an approved network contractor to service an area in a particular trade. 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, but they must call us for authorization prior to performing service."
 
[redacted] contractor, [redacted] reported the flue damper which is zone controlled, was closed, so it caused everything to over work. This caused consequential damage to the other items on the boiler; ignition module, gas control valve and the bleeder valves to go out. The technician advised the damper is part of the zone control system. Zone control systems are specifically excluded from coverage under the Heating section; “EXCLUDED: all components of zone controlled and energy management systems.” Therefore the items were not eligible for coverage as a non-covered item caused the failures. In addition, these items did not fail due to normal wear and tear. Per the Terms & Conditions; B-6 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” [redacted] was explained why this was not eligible.
 
Then on November 21, 2017, we were notified by [redacted] that her boiler is no longer working. We once again asked [redacted] to acquire her own contractor. On November 28, 2017, we received an invoice/diagnostics report from the contractor, the [redacted]. The technician replaced a bad circulator pump for the boiler/bleed the system and unit heating at this time. The claim was authorized to reimburse [redacted] the full amount charged by [redacted]. It will take approximately 10 to 14 business days to receive the check.
 
2-10 HBW was not aware that [redacted] had the repairs done by her first contractor. The representative assumed that the claim was still denied as she believed it was the same failure. We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value her business and we look forward to serving her future warranty needs.
 
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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/18) */
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 do apologize for any frustration or inconvenience that you may have experienced during the claims handling process. Our records indicate that the service contractor has scheduled to complete repairs June 18, 2015. We will continue to follow up to verify that this occurs as scheduled.
On September 17, 2014 Mr.[redacted] initially placed a claim with our company. The claim was dispatched to an independent service contractor to service. On October 10, 2014 the contractor stated that there was a crank case heater which required repairs. The contractor did not report any failure to the compressor at that time, which is why it was not replaced. We apologize for this confusion or miscommunication that occurred.
On [redacted] 21, 2015 Mr.[redacted] contacted our company stating the system was not operational. The contractor was asked to return to the property. On [redacted] 27, 2015 the contractor stated that they performed a hard start to the air conditioning unit. Once again, [redacted] was not notified of any further repairs that may be needed.
On [redacted] 28, 2015 Mr.[redacted] contacted [redacted] to report that the compressor needed to be replaced. [redacted] requested the contractor return to the property. We also attempted to contact the service contractor to provide a more detailed report from the first visit, however we did not receive return calls from the service contractor.
On June 3, 2015 [redacted] agreed to send a 2nd opinion to the property, the company[redacted] On June 5, 2015 the contractor stated the compressor had failed and would need to be replaced. Since Mr. [redacted] air conditioning system was manufactured by [redacted], an original equipment manufacturer (OEM) compressor had to be ordered from the manufacturer themselves. This equipment was ordered on June 11, 2015 and was delivered to the contractor on June 17, 2015.
The $237 that Mr.[redacted] was responsible for are not eligible under the service Agreement. $108 of this cost was to recover and dispose of refrigerant and equipment. Section B-10 of Mr. [redacted] Limited Home Service Agreement ("Agreement") states, "We do not remove any hazardous materials including asbestos; do not transport or store any hazardous materials; and do not perform any repairs where there is environmental contamination or if such repairs would cause contamination. We do not pay charges or fees to dispose of an appliance, system or component, including, but not limited to: condensing units, evaporator coils, compressors."
The remaining $129 was to clean the system. This is not eligible per section B-16 of the Agreement which states, "You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer."
With this said, we acknowledge that there was a preventable delay between when the second contractor provided a diagnosis and when the compressor was ordered. For this reason, [redacted] agrees to reimburse Mr.[redacted] for the $237 that he paid to the contractor as a gesture of goodwill. In order to process a reimbursement check, we would ask that Mr.[redacted] email a copy of his invoice to [redacted] An invoice is required by our Accounting department before issuing payments. We apologize for any inconvenience this may cause.
We would like to thank Mr.[redacted] for bringing this to our attention as we do take these matters seriously. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We will await Mr. [redacted] invoice so we may reimburse him for the repairs.
Sincerely,
[redacted]
Office of the President
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
Our records show the check has been processed, as stated above, if Mr. [redacted] has not received his check, he can contact the accounting department at 1-866-231-0219 and it will be tracked. He can reference his work order [redacted], approval code [redacted].
Without knowing the name of the representative that told Mr. [redacted] that the service fee would be waive, it would be very time consuming to locate the phone call he requested to be pulled as there are numerous representatives that have been in this claim. In order to preserve goodwill for our business, we will reimburse Mr. [redacted] his service fee. It will take approximately 10 to 14 business days to receive the check.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:
As I have already stated, the contractor , pro air had told me different than what they are saying. So has my home inspector, which I contacted and talk to about this matter. The ac worked fine from inspection to the time it stopped working.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I'd like to thank 2-10 for providing an expedient, and adequate resolution to the issue.
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 [redacted]’s, renewal Agreement went into effect September 25, 2016. On November 9, 2016, [redacted] reported the drain line needs to be blown out. The independent contractor, [redacted]s was dispatched and reported “the unit rusted.  The drain pan is rusted out, the blower assembly has heavy rust on it. The unit has not been maintained and has had water problems for years.”
 
It was decided to move forward with the replacement of the indoor air handler. Before the air handler can be ordered, there were $108.00 ($50 disposal + $58 freon recovery) in out of pocket costs that the Agreement does not cover. [redacted] must agree to pay [redacted] the $108 before the air handler can be ordered. On November 17, 2016, a representative called and spoke with [redacted] to advised of the out of pocket costs. [redacted] advised the representative that she did not have the money at this time and she will have to call us back when she does. The claim was pending until we heard from [redacted].
 
It was not until May 12, 2017 when [redacted] called HBRWC and accepted the $108 in out of pocket costs and the air handler was ordered. We tried numerous times to get a hold of [redacted] without a response. On June 7, 2017, [redacted] declined the work and request that this job be reassigned.
 
The independent contractor, [redacted] was dispatched. On June 12, 2017 reported “the evaporator coil is restricted with Styrofoam and debris – excessive water leaking from above the bathtub due to drain pan rusted through. The system is overcome with rodents in the area and chewing up the Styrofoam that is pulled into the coil. Checked operations and the coil and the drain pan need to be replaced.” Rust has only caused the drain pan to leak. The other rust has not created any failures.
 
The evaporator coil is not eligible for coverage as the rodents caused the failure with the evaporator coil. This is located in the Agreement under the Terms & Conditions 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): …pest damage,” In addition the Agreement does not pay for cleaning any part of equipment; B-7 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” and B-16 “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” The only item eligible is the drain pan. 
 
The representative noticed that [redacted]’s Agreement was in void status for non-payment of premium. He called and spoke to [redacted] and advised she needs to speak with accounting and straighten this out before anything further can be done. When an Agreement is in void status, all activity stops. [redacted] said she will call back after she speaks with Accounting. [redacted] spoke to accounting and advised [redacted] that her Agreement is in void status as she is 7 months behind on her monthly payments (voided 11/16/16). This needs to be paid before the Agreement is activated. [redacted] decline to make payment in order to activate her Agreement.
 
Per the Agreement under the Terms & Conditions; section F. “CANCELLATION OR TERMINATION…If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s) and any other unpaid charges.” The service costs of this claim with another claim she had placed already exceeded any reimbursement [redacted] would receive, so no further funds would be put toward this claim unless the Agreement was reinstated. All we were asking from [redacted] is to make the past payments in order to activate her Agreement but she refused causing further delay. [redacted] should also understand that if she reactivated her Agreement, only the drain pan is eligible for coverage.
 
We regret we are unable to assist [redacted] in her desired settlement. First, she is requesting a new ac unit, however, as stated above, even if the Agreement was reinstated, the coil is not eligible for coverage; only the drain pan. Regarding [redacted]’s consequential property damage claim. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and is not intended to replace homeowner’s insurance and it is not intended to replace responsibility of homeownership. We are empathetic of [redacted]’s situation, however since she decided not to reinstate her Agreement in order to provide coverage, she could have chosen to not use her ac (to prevent further water damage) and she could have invested in room ac units, until she could have a contractor make repairs. Per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We highly recommend that she check with her homeowner’s insurance company to address this issue of consequential damage.
 
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 refrigerator claim. Thank you for the opportunity to...

review and respond.   Our records indicate on April 16, 2016, [redacted] reported his refrigerator was leaking water, not cooling or freezing. Independent service contractor, HELP Services was dispatched to the home and found the defrost heater and defrost terminator had failed and he was authorized to replace the parts. [redacted] was still having issues with the refrigerator and believed the part Help Services installed was faulty. A representative of this department called [redacted]. He explained he has attempted to contact Help Services on several occasions but they have been unresponsive. There were no other in network contractors that could service in a timely manner. [redacted] has been offered to locate his own out of network contractor and the guidelines have been sent to him. His complaint against Help Services was passed along to our contractor relations department to investigate and address the contractor.   HBRWC apologizes to [redacted] for any experience he has had concerning his hold time with the customer service department and the issues with the contractor. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center due to the air conditioning claims. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/10/31) */
The Office of the President at Home Buyers Warranty Corporation VI ("HBWVI") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
On September 25, 2015 HBWVI received the report that the gas valve to Ms. [redacted]'s water heater had failed. HBWVI researched and located the gas valve, and on September 30th the part was ordered. This decision was made 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."
On October 1, 2015 HBWVI received verification from the parts supplier Ferguson National that they had received our order request and had shipped the part to the service contractor. This part was delivered that day as well, but per the contractor it did not contain any paperwork or information and was missing a natural gas kit which had also been ordered. As a result, the service contractor was not aware which claim the part was for and did not contact Ms. [redacted] for scheduling. We sincerely apologize for this delay.
The natural gas kit was reordered. However, on October 16, 2015 the original service contractor requested a new contractor be dispatched. Hers and His Plumbing was dispatched to the property and was authorized to replace the water heater. These repairs were completed on October 21, 2015.
We appreciate Ms. [redacted]'s patience throughout the claim handling process, and would like to sincerely apologize for the delay that occurred. HBWVI initially proceeded with the repairs because the parts were reported as available and in-stock. Had it been possible to know of the part order difficulty and other delays that occurred, HBWVI would have replaced the water heater outright. We appreciate Ms. [redacted] bringing this to our attention and we will have this claim evaluated further internally so we may strive to prevent such situations from occurring in the future.
Sincerely,
[redacted]
Office of the President
Home Buyers 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.
 
As discussed in our previous response, the independent contractor reported the fixtures were broken sometime prior to the November 29, 2017 effective date of the agreement and they were not broken due to normal wear and tear. Mr. [redacted] was explained that he can get his own contractor if he disagrees with our contractor’s diagnostics. In summary, the guidelines for using a contractor out of our network are as follows.
 
1. The contractor must be licensed and insured.
2. The contractor must call in with a diagnosis for approval before starting repairs.
3. If approved, 2-10 HBW has the right to only approve the cost for the repair based on our price guides.
4. 2-10 HBW reserves the right to an additional opinion.
 
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 July 2, 2016, [redacted] reported his air conditioner is not blowing cold air.
Independent service contractor, [redacted] was dispatched to the home and reported the blower motor is seized, heat exchanger cracked and the evap coil is leaking. The contractor reported Mr. [redacted] was interested in a buyout. An inquiry needed to be done to determine if we were going to repair or replace. It was determined we were going to replace and an email was sent to Mr. [redacted] on July 15, 2016. Mr. [redacted] acknowledged he received the email of the buyout amount from HBRWC. It was not until July 28, 2016, when Mr. [redacted] advised he would like to move forward with the replacement and he accepted the out of pocket costs of $300.
 
We do apologize if there was miscommunication. Perhaps the representative who had emailed his options to him on July 15, 2016 should have been clear to contact HBRWC directly on his decision and not the independent service contractor. A representative of this department has contacted Mr. [redacted] and this matter of the duct modification has been settled.
 
HBRWC also apologizes to [redacted] for the experience he has had concerning his hold time 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 wait time in the call center. 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. His concerns enables us to make corrections and continue to improve our service.
 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on October 1, 2016, [redacted] reported; “Water leaking and pooling when washer drains.  Leak is from pipe, not the washer itself.” The independent contractor, [redacted] was dispatched and found the external washer drain was broken. The pipe needs to be plumbed with 3 feet of pipe with a p-trap.” The technician did not report this was a concealed plumbing claim or that he cut drywall. A representative of this department contacted the contractor to get more information. The technician no longer works with the company and the ticket does not show a cut in the drywall. The representative contacted [redacted]; he was kind enough to send a photo of the cut. From the photo, it was evident that the technician did make the drywall hole as the p-trap that he replaced was at the hole. [redacted] has accepted a cash payout offer for the drywall hole and found the settlement satisfactory.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: The statement for 2-10, again is NOT a true statement not even close, again they leave out the part on their negligence to take care of an issue that was made an emergency to get fixed in a timely manner. Let me give you an outline of what actually took place in the above statement. There never was a dispute with the contractor on using the [redacted] or replacing the evaporator coil. I found out they were trying to just use an adapter instead of replacing the evaporator coil, so the SEER was the same on both coils, as per my warranty is covered under my policy. I found out because 2-10 never approved this part so the date that was set to fix my a/c has been pushed back over 3 weeks. I was on the phone for over 2 hours with 2-10 explaining that this was not the correct way to fix the issue, but they said the contractor said it would work, so they wouldn’t replace the evaporator coil. I researched multiple sites and contacted other contractors and they said this would cause the unit to prematurely fail and also cause the unit to actually be less energy efficient! And per my policy this was covered but they told me too bad the contractor said it would work! Three days later the contractor contacted me and said that he had called and explained the same thing I did and 2-10 agreed to now replace the evaporator coil. But instead of telling the contractor he could supply the coil like 2-10 is saying they did, they had to send it to their purchasing department to research. Which by the way when you call to get an update, they tell you they don’t have a phone in department that reviews what’s needed to complete the job, so there’s no way to contact them. So waited 3 days for them to research the part, they then ordered the part which took another 3 days. To find out they ordered the wrong part, which of course they blamed the contractor even though they researched it for 3 days and never seem to do anything wrong. Now they have authorized the contractor to get the part after again another 2 days they had to research and give approval. Like I’ve stated before I have lost hundreds of doors in food and now have issues with my windows and doors, along with my son being sick due to the heat. The only answer this company has is they won’t cover the $200, when with the first contractor it was going to be $50. Dealing with this warranty company has caused me to spend over 24 hours on the phone and still nothing has been fixed, as well causing me to miss work and just the tensions in my marriage is unbelievable due to all the lies this company has told me. I’m asking for this company to take some responsibility for their negligence, and how they ignored the severity of this problem and to continue to be unprofessional on how they handle their claims. They are liable for not being honest and making sure their customer doesn’t suffer due to them constantly delaying the process of this getting fixed. It is not fair for this company to continue to use people!
Sincerely,
[redacted]

The Office of the President at Home Buyers Warranty Corporation ("HBW VI") is in receipt of the inquiry submitted under case number 11250726 by [redacted].  We have located [redacted]’s Limited Home Service Agreement ("Agreement") which became effective July 6, 2015 and her...

applicable claims.  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 14, 2016, [redacted] requested full $80 refund on her water softner coverage. HBRWC requested she send her request by email. Her email was received on March 17, 2016 and her refund check of $80 was processed on March 21, 2016. In addition, [redacted] was reimbursed her service fee of $75 on her water softener claim on August 25, 2015 due to the delay. A representative of the department called [redacted] and explained that the refund for the water softner is in the mail and that we agree she did not owe the $75 additional service fee to All Brands for the microwave claim. This matter was settled with All Brands and HBW VI. HBW VI would again like to apologize for any inconvenience [redacted] may have experienced on her water softener claim.  We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. We thank [redacted] for bringing these issues to our attention and we will investigate her customer service concerns and contractor concerns internally so we may make corrections and continue to improve our overall performance. 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....


 
Our records indicate on July 2, 2017, [redacted] reported his air conditioner is not blowing cold air. The independent contractor, [redacted] was dispatched and reported there is a leak in the outdoor accumulator and the indoor evaporator coil. This information was sent to our parts research team to check availability of the parts and [redacted] was updated. [redacted] reported to parts research that the accumulator was no longer available. [redacted] was told that we were looking at system replacement. [redacted] contacted parts research back advising that the accumulator was located. A representative contacted [redacted] and explained we were moving forward with the repair and if the repair does not hold to call us back and we will set up a recall. On July 31, 2017, [redacted] requested a recall visit. [redacted] went back to the home and found the compressor had shorted to ground. [redacted] was authorized to replace the compressor. [redacted] has reported the air conditioner is up and running.
 
HBRWC will not replace an entire system when only a couple of components need to be replaced and they are available. We had no idea the compressor would have failed right after the first repairs. We do not replace an entire system solely due to age. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. These type of repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. As 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.” HBRWC does take the independent contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours.
                    .
We acknowledge that there were opportunities to provide [redacted] with better communication and some of the delays that occurred were preventable. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short. We will have [redacted]’s concerns reviewed and addressed internally so we may make corrections and continue to improve our service. 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 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 November 25, 2017, Ms. [redacted] reported her oven is not coming on and the door is not closing. The independent contractor, [redacted] was sent the dispatch. On December 11, Ms. [redacted] called to see if we have received the information from [redacted]. She advised they needed to order parts. We had not received the diagnostic report from [redacted]. The representative called [redacted] and left a voice requesting status. We finally were able to contact [redacted] and they advised they do not work on [redacted] ovens. [redacted] was sent to our contractor relations department to address the contractor. There were no contractors to service the [redacted] oven and Ms. [redacted] was offered to locate her own contractor. Then on January 4, 2018, her contractor reported the relay board and the 2 door hinges need to be replaced. The contractor believed the parts are no longer available but the relay board can be rebuilt and the door hinges can be purchased on EBay. Per the Agreement, the hinges are excluded from coverage. The board is eligible for coverage. Her contractors cost to replace the board is $604. Her contractor has been authorized $604 to make the repair or Ms. [redacted] can opt to take a repair buyout. A representative from this department called Ms. [redacted] and received her voice mail. A message was left with her options.
 
Concerning Ms. [redacted]’s customer service experience. We take her concerns against the representatives seriously and can assure her that it is not acceptable for anyone to be discourteous. 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. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
 
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 [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on July 31, 2017, [redacted] reported his toilet is leaking at the tank. [redacted] acquired his own contractor. His contractor found mold due to the malfunctioning toilet leaking. The representative read and emailed [redacted] the guidelines for using a contractor not in our network.  Number 1 of the out of network guidelines explains how payment is made:
 
Emailed: [redacted]
1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.
 
This is also located in the Agreement under the Terms & Conditions A. Providing Service 2.a. “If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);”
 
The invoice was received but there was no cost break down and many of the charges were not eligible for coverage. The contractor reported the master bathroom toilet has calcium build up inside of water pipeline and inlet to the toilet, replaced the toilet, wax ring. On the main floor guest bathroom the technician found that the flange for toilet has cracks and leaks. The toilet in the basement the technician found the flange for toilet is also cracked and leaking. 2-10 HBW used network pricing for the failures that were eligible. $523 total for repairs.
 
$140 - master bathroom - Toilet replacement, service call – $100 service fee
$154 - guest bathroom - flange and service call
$229 - basement bathroom -flange, drywall and service call
----------
$523 total reimbursement
 
[redacted] has received the $140 check. The other 2 have been processed and they will come under separate cover. It will take approximately 10 to 14 business days to receive the checks.
 
We do apologize for the confusion in the claims handling process. It is difficult when 3 separate claims are combined into one invoice with no cost breakdown. We regret, we are unable to reimburse any additional amount and 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 President
Home Buyers Resale Warranty Corporation