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 Jeremy Spark’s Limited Home service Agreement (“Agreement”) that became effective June 1, 2016 and applicable toilet tank...

claim that was placed June 17, 2016. Thank you for the opportunity to review and respond.   Our records indicate on June 17, 2016, [redacted] reported 2 toilets do not flush properly. Independent service contractor, Plumb Right Services was dispatched to the home and found calcium build up and the technician tried to break out the calcium build up. [redacted] was having the same issue and Plumb Right Services reported, due to the amount of calcium build up, the toilets need to be replaced. The Agreement does cover for calcium build up. However, it takes a long time for calcium to build up and due to the amount of buildup, this issue would have been going on longer than the warranty effective date of June 1, 2016. Pursuant to the Agreement under the Terms & Conditions “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the service period.”   A representative of this department contacted [redacted] to discuss this matter further. As a gesture of goodwill, [redacted] has been refunded his service fee.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Ms. [redacted].  Thank you for the opportunity to review further.
 
The pictures were reviewed and the top of the water heater shows evidence of rust. The water heater was leaking prior to the Agreement going into effect. The rebuttal provides no additional information to overturn our decision. Ms. [redacted] had decided to cancel her Agreement with 2-10 HBW. We apologize that her experience has led her to this decision.
 
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 the independent contractor, [redacted] was assigned this claim. They reported this is a 2008 heat pump system. The first visit April 26, 2016, the capacitor had shorted and it was replaced. The second visit, May 16, 2016, the technician found the refrigerant level low and recharged the system. On May 27, 2016, the technician found a leak in the evaporator coil. The system is a heat pump and the coil is inside the air handler. The coil must be oem and a factory order. HBRWC was looking at replacing the air handler instead but we were not able to get the pricing from the contractor. [redacted] was not responding, the representative dispatched another contractor and [redacted]’s service fee was reimbursed as a goodwill gesture. The independent contractor, [redacted] accepted the dispatch and found the reversing valve was stuck in heat mode and the TXV stuck on the air handler. The contractor was authorized to repair the system and the parts were ordered. At this time the contractor was not responding to our calls and emails concerning installation of the parts. A supervisor contacted the contractor for status, they said they are refusing to do the job. This contractor was sent to our contractor relations department to investigate and address. [redacted] was still willing to do the work and they were authorized to do the repair. On July 16, 2016, [redacted] reported the work as completed.
 
On September 12, 2016, [redacted] called reporting the air conditioner is not working. A dispatch was sent to [redacted]. The technician reported the compressor has shorted internally and needs to be replaced. The contractor was authorized to replace the compressor and the compressor was ordered. In [redacted]’s desired settlement, she requests a system replacement. HBRWC was not aware that that her air conditioner was still not functioning. We would need [redacted] to go back to the home to report the failure. It could be something minor at this point. We would not replace an entire system without knowing the failures. A representative called [redacted] and left a voice message that a dispatch was sent to [redacted] to revisit the home. A call was placed to [redacted]. They reported the compressor was installed on October 21, 2016. When the technician left the home, the system was operating as it should. After this complaint, [redacted] was again sent a recall visit, this time they found a fuse had blown, replaced it and the system was again operating correctly.
 
[redacted] called on November 21, 2016 and reported the system is not working again. [redacted] was sent to our contractor relations due to the multiple visits by [redacted]. A recall dispatch was sent to them and to call in with their findings. On 11/28/16 and 11/29/16, a call was placed to [redacted]. Her voice mail box is full and you are unable to leave a message. An email was sent to her explaining this and to schedule with [redacted] to get this resolved. The area service manager as well as a representative of this department will continue to monitor this claim until [redacted]’s heat pump is fixed.
 
HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department and the delay to her claim. Due to the heat wave throughout the United States this past summer, this created higher than normal wait time in the call center. The independent service contractors experience an unusually high volume of dispatches and are not always available to service in a timely manner. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. This enables us to make corrections and continue to improve our service. We value [redacted]’s business and look forward to hearing from her soon.
 
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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response in which we indicated the claim where we indicated the independent contractor replaced the system without our knowledge or direction. Section C-1 “We will not pay for any services performed without our prior authorization.”
 
A representative contacted [redacted] to discuss this claim. The office manager [redacted], reported that the customer agreed to have an upgraded system installed instead of the repairs done. HBRWC is not responsible for upgrading equipment. To install an upgraded system was done outside of the warranty. The installation of the new system would be a contractual agreement between [redacted] and [redacted]s. The [redacted]’s dispute is with [redacted] and not HBRWC.
 
Again, when only one component has failed on a system. Our decision would have been to repair and not replace. We regret that HBRWC will not be offering any further compensation other than the previous offer of the repair buyout.
 
The rebuttal provides no additional information to overturn our decision. This work was done outside of the Agreement, without our knowledge and replacement was done where we would have repaired. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11442103 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable refrigerator/ice maker. Thank you for the...

opportunity to review and respond. Our records indicate on April 4, 2016, [redacted] reported his ice maker is not working. Independent service contractor, Perla's Appliance Plus was dispatched to the home to evaluate the ice maker. It was not until [redacted] had called us when we realized the contractor had not done the work. We acknowledge [redacted] statements concerning the contractor. HBRWC finds the statements the contractor made to him very unprofessional and there is a thorough investigation being conducted on the contractor. A stern criteria of the independent contractors we use is to provide our customers reliable and professional service. They are the face of HBRWC. All of the contractors that are utilized by HBRWC are independently owned and operated. We have no right of control over their actions. When [redacted] had notified us of this, his service fee was refunded and Independent contractor, Sears was dispatched to the home. A representative of this department called [redacted]. It was confirmed that Sears has completed the repair of the ice maker. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously.  We look forward to serving his future warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:Thank you for your promptness in addressing this issue. We are currently still without heat at our residence.  [redacted] from 210 did call us and left a voicemail several days ago.  My husband has tried multiple times to return [redacted]'s call and has left messages 3 times to get a return call.  An out of network contractor came today looked at our heating / air system then proceeded to be on hold with 210 a total of 55 minutes finally reaching a representative.  We are now told we must pay the contractor fee for fixing and 210 will reimburse us.  I do not feel 210 is handling our problem satisfactory.  We would like the opportunity to cancel our contract with them after repair of our heating / air unit.  Thank you  [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.
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 air conditioner claim. Thank you for the opportunity to...

review and respond.   Our records indicate on June 6, 2016, [redacted] reported her air conditioner was not blowing cold air. An independent contractor was sent a dispatch the same day, but instead of declining the job, the contractor did not respond at all. When a contractor declines a job, a new contractor will be automatically dispatched through the system as to not prevent any further delay. The system emails the dispatch to the contractor as well as the customer. As soon as we were notified of this, we were able to locate a contractor that could service.  Independent service contractor, Mercury Refrigeration & A/C was dispatched to the home and found the evaporator coil leaking and he was able to repair it.   HBRWC apologizes to [redacted] for any experience he has had concerning his hold time with the customer service department and the delay in locating a contractor. 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.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/05) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located [redacted]'s applicable Limited Home Service Agreement ("Agreement"). ...

Thank you for the opportunity to review and respond.
Our records indicate that [redacted]'s service period was initiated on May 23, 2014. On May 30, 2014 a copy of [redacted]'s Agreement was mailed to him. [redacted] first contacted HBRWC on April 13, 2015 stating that he never received the Agreement. We do apologize that this occurred. The following day, HBRWC mailed him a second copy of the Agreement.
On April 22, 2015 [redacted] contacted the sales division of HBRWC to request assistance with claims in which repairs had been made. The items listed were not eligible for coverage as they were structural in nature and are not listed as eligible for coverage in his Agreement. A claims representative emailed [redacted] advising that the items were not eligible under his Agreement per section B-8 which states, "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): structural changes".
HBRWC was next contacted by [redacted] on May 1, 2015 in which he requested a full refund of his Service Agreement. We do regret that we are not able to offer a full refund pursuant to section F of the Agreement when it states, "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement for the unexpired term will be refunded to the party purchasing the Agreement." While we are not able to issue a full reimbursement, HBRWC did process [redacted]'s cancellation request on May 5, 2015.
This completes the records of times that [redacted] contacted HBRWC. We disagree with [redacted]'s statement that he made many calls to request a copy of his Agreement, as his request was processed after the first call that [redacted] made to our company. We do agree that it was not possible to email [redacted] a copy of that Agreement, which is why it was mailed on April 14th after it was verified on April 13th that our system was not emailing the Agreement through.
We apologize that we are not able to be of further assistance, as the Agreement states that [redacted] is only due a pro rata refund for the remaining 3.5 weeks left on his service period. We appreciate [redacted] bringing this matter to our attention. As [redacted] has elected to cancel his Agreement with us, we respectfully request the matter be considered closed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The agreement was never mailed to my home. This is a completely false and fabricated response from the company. If any copies were mailed, why would we still be having this conversation? If the documents were mailed, I'm sure the company would be happy to provide tracking # information, which 2-10 Home Buyers Warranty (HBRWC) will not have because it was never mailed. You could also ask my co-owner of the home and policy, who would be happy to offer input into this matter and provide witness that we never received mailings as well. Through this entire year, the only document we received was .pdf file that was emailed by Alan Stavin on April 14, 2015. We still have no physical copy of the warranty agreement or signed paperwork of any kind.
My cancellation request was on April 28, 2015, to [redacted] It was not May 1st as this business response claims. Here's proof:
"From: D S
Sent: Tuesday, April 28, 2015 5:21 AM
To: [redacted]
Subject: Re: FW: HOME BUYERS WARRANTY Direct Sales Escalation - Warr # XXXXXXX

[redacted] and 2-10,
At this point, we would rather cancel and get a refund.
It took almost an entire year and many, many phone calls to finally get our policy. We were transferred from department to department with each and every associate consistently saying their is nothing that they can do to provide our policy details or assist us in any way. First, it was several promises to mail it, then email, then claiming they couldn't email, them claiming they could email, and back and forth, so on and so forth. The website wouldn't even allow comments or emails to be submitted at any time, etc. It seems like a fake policy.
Originally, when we got the policy, we were told it would essentially cover anything under the roof during the life of the policy.
We feel completely misled and also victims of bait and switch.
Please, refund our policy in full.
[redacted]"
Many of the repairs requested under my warranty were not caused or "made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): structural changes"." Do you consider wiring, doorbells, and plumbing to be structural? I don't know any unionized electricians or plumbers that would.
In fact, I did contact your company several times as was stated in the complaint. This included my phone call being hung up several times, which is probably why you don't wish to share those phone records either. On several occasions, my calls were also transferred to many associates always giving misinformation and the runaround. The 2-10 Home Buyers Warranty website also doesn't work to send correspondence.
My policy co-owner had also contacted 2-10 Home Buyers several times by phone during the summer of 2014. Why were these calls not mentioned by the Office of the President's response to this complaint?
Here's a copy of my complaint again that covers what occurred. I will be happy to send copies of the emails I finally received from [redacted] and [redacted]
"It took almost an entire year and many, many phone calls to finally get our policy paperwork on April 14, 2015, by Alan Stavin.
Through this year, We were transferred from department to department with each and every associate consistently saying their is nothing that they can do to provide our policy details or assist us in any way.
First, it was several promises to mail the policy, then email, then claiming they couldn't email, then claiming they could email, and back and forth, so on and so forth.
The website wouldn't even allow comments or emails to be submitted at any time, etc. (http://www.2-10.com/contact-us/). It seems like a fake policy.
Originally, when we got the policy, we were told it would essentially cover anything under the roof during the life of the policy.
We feel completely misled and also victims of bait and switch.
Please, refund our policy in full.
[redacted] is the escalation manager, who now claims to have transferred us to yet another department. [redacted] is the representative who we were originally escalated to handle our complaints, but neither of them has done anything to assist us. I have several pages of email correspondence to both of them."
I will be happy to contact [redacted] and provide them will all of this information, who has an entire team of consumer advocate news reporters that specialize in warranty scams.
Since there is no signed paperwork that we've ever received and since this company is refusing to help us and is also continuing to provide false information to the Revdex.com as well as to myself, the consumer, we require our refund in full, which is $479.
Final Consumer Response /* (4200, 19, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Future consumers, please read this entire complaint thoroughly prior to buying anything with 2-10 Home Buyers Warranty.
As stated several times, this new document provided by Home Buyers Resale Warranty Corporation proves that Home Buyers Resale Warranty Corporation (2-10), is providing false information to the Revdex.com and to me, the consumer.
If you right click on the properties of this file, it states it was created on Sunday, July 19, 2015, 7:45:38 PM. This was not created during the time that 2-10 has claimed our policy was writteN. WHY WAS THIS SUPPOSED POLICY DOCUMENT CREATED 3 MONTHS AFTER THE POLICY WAS CLOSED?
No contract has been mailed to my residence to this date.
This feels like I'm continuing to be abused by a large corporation and that nobody at the Revdex.com is making any effort to help me, the consumer.
All that keeps happening is that I have to restate what I've already stated and to continue to be abused into receiving false information from 2-10 Home Buyers Resale Warranty Corporation.
We require the $479 in total refund.
As previously stated:
HBRWC, 2-10, continues to fail to provide proof of evidence or documentation that the company has fulfilled any of the consumer's requests, needs, or complaints.
As you can read from the company's replies, the supposed dates of contact or cancellation continue to change in each of the company's responses.
2-10, HBRWC, is using the "broken record" method of repeating their stance, but they provide no evidence and their dates continue to change. HBRWC provides no explanation, while I, the consumer, have provided a wealth of evidence through email, phone calls, associate's names, exact times and dates of conversations, etc.

Here are the only dates I received replies from this company (HBRWC, 2-10), over the course of an entire year of phone calls to representatives that claimed they would mail me my policy, and also following many attempts to send email correspondence through the company's "contact us" section of the company's website.
The dates I received email replies from [redacted]@2-10.com: April 14, April 16, April 18, April 20, April 22, 2015.
The dates I received email replies from [redacted]@2-10.com: April 22, April 28 (twice), May 1 (twice).
I will forward them to the Revdex.com upon request, since they won't fit in this rebuttal.
As the consumer, I have provided dates that have not changed. I've provided many forms of evidence and correspondence with the company to prove my complaint against 2-10, HBRWC, is valid. This corporation still does not answer any of the questions that have been posed, such as the tracking numbers for supposed policy mailings, signed contracts, or phone records. 2-10, HBRWC, does not provide this evidence because they do not exist.
2-10, HBRWC, still does not provide the documentation proving they've mailed my policy or what it entailed at the time of purchase. There was NEVER any documents mailed to me, the consumer. These are fabrications and blatant falsehoods by HBRWC.
2-10, HBRWC, still does not provide records of the phone conversations they've had with me or the co-owner of this policy, [redacted] throughout this year. [redacted] and I would be happy to contact our phone company to provide our phone records of contacting 2-10 for the past year as well.
Where are these records that HBRWC should have in their database? Where is the signed policy/contract that shows our names and address? None of these have been provided by 2-10, HBRWC. The only item provided by HBRWC was an emailed .pdf file on April 22, 2015, after many representatives claimed they couldn't provide email or fax documentation. The .pdf file is not even the policy, it is only an overview/FAQ of topics of a home warranty agreement. The .pdf file is a generic overview of what the company supposedly covers. Is there only one type of home warranty policy? If there are many types of home warranty agreements, how do we know this is our type of agreement? The .pdf file is not dated and does not have our names or address, purchase date or purchase price. April 22, 2015, was the first date we received any type of overview of a home warranty after much contact and pleading with the company. What we do have is documentation that 2-10, HBRWC, charged us $479.
The bottom line is that 2-10, HBRWC, has provided no evidence of any written policy agreement that is specifically designed and designated to our home address, the consumers'. 2-10 would not cover home repairs or provide us with written copies of our agreement and continued to give the runaround, and thus we cancelled the supposed policy. We do not feel as if we should be accountable for $479 since 2-10, HBRWC, was not providing proper service of any kind.
They only assurance that HBRWC, 2-10, provides is a repetitive statement saying, "Per our previous response, we will not be offering Mr. [redacted] a full reimbursement at this time."
What kind of warranty is this?
As far as I'm concerned, it seems HBRWC, 2-10, has committed bait and switch against us, the consumers.
If HBRWC doesn't follow through and make this judgment toward the consumer, I will be forced to use this complaint for further recourse against HBRWC through the Consumer Protection Division of [redacted] (http://www.[redacted]/), the Attorney General offices of [redacted] http://www.[redacted]l.gov, http://www.[redacted], and the Attorney General offices of [redacted] https://www.[redacted]. I will also contact [redacted] in [redacted], MO, consumer protections division, who specializes in home warranty scams (http://www.[redacted]s-[redacted]).
Final Business Response /* (4000, 21, 2015/09/23) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Mr. [redacted]. We would refer Mr. [redacted] to our previous responses in which we answered his questions regarding coverage, the receipt of his Service Agreement, and why he will not receive a full refund.
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 do not show the contract was replaced at closing. Due to the dissatisfaction Ms. [redacted] experienced with the first contractor, he has been sent to our contractor relations department to be addressed. The first contractor reported issues with the damper which are excluded from coverage. Per the Agreement, on page 4 under Air Conditioning; “EXCLUDED: all components of zone controlled and energy management systems,” This would cause the lack of air flow.
 
We do respectfully disagree with Ms. [redacted], “inadequate capacity” is not the same as “improper installation”. This is separated in the Agreement under the Terms & Conditions; B-12 “Costs to repair failures due to inadequate capacity, improper design, improper previous repair (except if repaired under this Service Agreement), problems caused by alterations or modifications, will be at the homeowner’s expense. Correction of improper installations or correction of mismatched equipment will be at the homeowner’s expense, except as part of Supreme when necessary to effect an eligible repair. The package unit was installed properly, but in the contractor’s opinion, it is not large enough to cool the home. Ms. [redacted] states that she had her own opinion come to the home. We had never received a diagnosis from her contractor to determine if there was coverage. Instead Ms. [redacted] decided to cancel her Agreement. The Agreement was cancelled per the Terms & Conditions H “If this Service Agreement is canceled, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less a $25 processing fee.” The pro-rata refund of $224.36 has already been mailed. In Ms. [redacted]’s desired settlement, she is requesting her full refund of the Agreement. An additional check for $270.64 has been processed to equal her desired settlement. It will take approximately 10 to 14 business days to receive the additional check.
 
We would like to apologize for the frustration Ms. [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 when we recognize improvements are needed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: 2-10 has contacted me via phone this morning about missed appointment on last Saturday. 2-10 decided to reimburse me a full warranty amount.
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.
As a matter of practicality I will accept 2-10’s $2,000 offer so that my Denver Revdex.com complaint can be closed. 
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 Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate the network contractor reported the water heater is leaking internally from the top and bottom. The 40 gallon gas water heater needs to be replaced. (Confirmed by model #) The total out of pocket costs for Mrs. [redacted] were $715. The costs were either for modifications that needed to be made to accommodate the new water heater. Per the Terms & Conditions; B-2, modifications are not covered under the Agreement. In addition; B-3 code upgrades are not eligible for coverage unless the supreme option was purchased. The supreme protection option was not purchased. HBRWC would be responsible for the costs of the basic install of the new water heater and the water heater. Mrs. [redacted] questioned her water heater coverage. Mrs. [redacted] does have water heater coverage but does not have the supreme protection option which would have covered a good portion of the out of pocket costs.
 
On November 4, 2016, Mrs. [redacted] called and asked about using her own contractor. On November 5, 2016 her contractor called in and reported the water heater is leaking internally. He will need to replace the water heater and add a pan. His cost was $1000 total. He did not have a breakdown. He also replaced the water heater with a 50 gallon. The invoice was received from Mrs. [redacted]:
Invoice states, "Installed new 50 gallon natural gas Water heater with BV (ball valve) and other upgrades".  Total cost for water heater replacement was $1000.00 - $685.00 water heater, $300.00 install, $15.00 ball valve.  Homeowner's e-mail also included a receipt from Home Depot for water heater - $628.00 tank, $9.98 drain pan, $14.97 ball valve.” As mentioned earlier, The Agreement has base coverage only. Code upgrades are not eligible for coverage as well as any modifications.
 
Mrs. [redacted] decided to use her own contractor. HBRWC’s cost to replace the water heater would not change regardless if she decided to use the network contractor or her contractor. The buyout amount was based off of a 50 gallon gas water heater and not a 40 gallon gas water heater. Our costs are as follows:
 
$130.00 – network contractor’s labor for HBW supplied water heater
$395.00 – HBW supplied 50 gallon natural gas tall water heater
-----------
$525.00 - $75.00 (contractor labor to date/service fee) = $450.00 replacement buyout
 
To clarify how we arrive at our cost for reimbursement. All of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. Much like health insurance, we work with these network contractors and the labor pricing is agreed upon in advanced. Due to the high volume of water heaters HBRWC purchases, our costs of the water heater is lower than retail cost. With the agreed labor pricing we have with our network service contractors along with the cost HBRWC receives on water heaters, it is not out of line to say that a water heater can be replaced for $525. This is also specified in the Terms & Conditions of the Agreement (“Agreement”), section A-2a.:“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.”
 
If Mrs. [redacted] were to Google a 40 gallon water heater, she will find brand names sold at retail cost can be purchased for under $400.
 
The reason why $75 is being taken out of the total amount of $525. If Mrs. [redacted] had decided to use our contractor to replace the water heater, HBRWC’s out of pocket cost is $450. We would not add the $75 back to the $450 because she decided to use her contractor. We will pay the same amount of $450, regardless if it was to the network contractor or to her.
 
As a resolution and not an admission of liability, HBRWC is reimbursing her service fee of $60. It will take approximately 10 to 15 business days to receive the check. We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We would like to apologize for any inconvenience Mrs. [redacted] may have experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/17) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by [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 do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. Our records indicate that the independent service contractor contacted HBWVA with a diagnosis on June 11, 2015, 10 days after the service appointment. HBWVA strives to provide fast, reliable service and anything less is unacceptable. We will have this evaluated internally.
We also apologize if the service contractor charged two service fees. In order to reimburse Mr. [redacted] for the second service fee that was paid, we request you email a copy of the invoices verifying that this occurred. This may be emailed to [redacted]@2-10.com or sent via fax to 303.306.2187.
With this said, we do regret that Mr. [redacted]'s claim is not eligible for coverage and HBWVA will not be reimbursing for any costs associated with repairing the dishwasher. The contractor stated that the dishwasher's interior lining is pitted and needs to be replaced. Interior lining is only eligible when the Supreme Protection option is purchased under a Buyer's Agreement. Mr. [redacted] has a Seller's Agreement, which does not provide the option of purchasing Supreme Protection. Thus, the failure is not eligible for coverage for sellers.
We would like to thank Mr. [redacted] for bringing this to our attention, as we do take these matters seriously. We have verified that the failures to the dishwasher are not eligible for coverage.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of Virginia, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were never told that the liner was "pitted" by the contractor. The problem stated to us that the door gasket needed to be replaced and he was unable to complete that task. The new issue that isn't covered was only bright up after the contractor became unreachable for two weeks and we raised a huge stink. Leading us to believe that this uncovered issue was falsely reported so the work did not have to be completed. The contractor already ordered and picked up the required parts to make the repairs. If the issue was truly an uncovered problem he would not have been able to order and pick up the parts.
Final Consumer Response /* (4200, 11, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have replaced the dishwasher. You are useless as a company. We will ensure all knows of your lack of professionalism. Enjoy sleeping at night.
Final Business Response /* (4000, 13, 2015/07/30) */
The Office of the President at Home Buyers Resale Warranty Corporation would like to thank [redacted] for providing us with this update. Should [redacted] have any further questions about why his claim was not eligible for coverage he may refer to our previous responses or contact our company at any time by calling our 24/7 customer service at telephone number [redacted]
Sincerely,
[redacted]
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.  Thank you for assisting me in this matter - the warranty company offered no assistance and was not willing to do anything to work with me until the Revdex.com was involved.  
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
We would refer Mrs. [redacted] to our previous response in which we indicated we would only pay what we would pay our contractor with HBRWC supplying the water heater as specified in the Terms & Conditions of the Agreement (“Agreement”), section A-2a.:“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.”.
 
Mrs. [redacted] prior water heater information as reported by the network contractor:
Brand = [redacted]
Model Number = [redacted]
 
Even though this does not matter since we priced out a 50 gallon for Mrs. [redacted] in the cash out. The 40 in the model # is the gallons of the water heater. She can also go to [redacted] to confirm this. Her contractor did not collect this information.
 
We regret that we will not be offering any further compensation to Mrs. [redacted]. The rebuttal provides no additional information to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Good afternoon.  We have reviewed the claim and based on our findings there we several issues that caused the delay.  The claim was placed on October 5th.  On October 12th, the contractor reported a control board failure.  The manufacturer had a back order on the part. ...

We attempted to locate the part everywhere to include allowing the contractor to supply but with no success.  We needed the homeowner's acceptance of the delay before we placed the order because the parts cannot be returned in a situation like this.  The order was submitted on October 15th.  The service agreement doesn't provide additional coverage due to delays beyond our control.  However, due to the delay the service fee of $100 was reimbursed as a gesture of goodwill.  Then December 5th a recall was placed on the furnace.  On December 8th the contractor reported multiple failures with the unit but the unit could be repaired (blower motor & blower wheel).  This is where the claim became delayed.  The contractor after review indicated that the unit needed to be replaced.  After much investigation it was determined we would replace the unit.  Due to the significant delays in the claim, we paid a portion of the homeowner's non covered cost of $200.  We have some opportunities for improvement in the process.  We will address our staff internally about their performance in the process.  We have reached out to Mrs. [redacted] and explained our noted indicate the service fee reimbursement was issued on October 18th.  She will check her records and if she is unable to locate the check, we will work with our Accounting Department to stop payment on that check and reissue another.  In regards to Ms. [redacted] request to reimburse $200 towards temporary heating.  Normally we require a receipt as proof the temp heating was purchased.  However, we feel the homeowner has already endured many delays within and outside or control, so we will issue the reimbursement of $200 without the proof of purchase.Thank you

Initial Business Response /* (1000, 4, 2015/08/10) */
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on July 13, 2015. Thank you for the opportunity to review and respond.
In [redacted]...

inquiry she mentioned at least 5 companies have been out to her home for her air conditioning system, that conflicting information has been provided and that she is requesting her air conditioning system to be repaired.
We apologize to [redacted] for any frustrations she may have experienced during the service request handling process.
Careful review of [redacted] service request revealed it was placed with our company on May 6, 2015. [redacted] HVAC , an independent in network service contractor, diagnosed that the evaporator coil and condensing unit needed cleaning which was causing restriction in the system. We did not offer coverage for cleaning pursuant to the Limited Home Service Agreement ("Agreement") section B-16; "You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer."
The service contractor did mention there was limited working space available in [redacted]' crawlspace where the unit is located. Per [redacted]' request, HBRWC dispatched her service request to a second opinion. On May 20, 2015, [redacted] & [redacted] LLC, an independent in network service contractor, provided the diagnosis that a valve stem was leaking and they were authorized to tighten the valve and add refrigerant. On June 5, 2015, we dispatched a possible recall for [redacted]. We authorized Air-[redacted] an independent in network service contractor, for adjusting the refrigerant levels. On July 15, 2015, KY Energy [redacted] an independent in network service contractor, was dispatched and on July 27, 2015, they indicated the service was complete. Since that date we have not received any further communications from [redacted].
We ask that [redacted] contact us at X-XXX-XXX-XXXX, if the work has not been completed, or if her system is not cooling properly.
We thank you for your understanding concerning this matter. We do take these matters very seriously and we thank Ms. [redacted] for bringing these concerns to our attention.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Just want a credit in the amount of deductible which is $100 for the bill that I will be getting. Since they didn't complete the necessary work and I had to pay $280 to fix the ac from a second company who knew the problem w the ac. 2-10 made no attempts to apologize for their terrible repair person...

and no attempt to rectify the problem.

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect June 2, 2017 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on June 19, 2017, [redacted] reported online “Not coming on, Pipes broken, electrical box broken; unsure about filter system and pump because can’t get power on because of electrical box.” We do regret that on occasion, HBRWC 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."
 
On June 26, 2017, [redacted]’s contractor reported the pump seized, plumbing system above ground are broken. The pipes are beat up badly as if beaten by a hammer. The pump has been moved around from stand and has failed due to vandalism. The chlorinator has a hole from a hammer. The claim was denied for several reasons. The claim was called in 17 days after the warranty effective date. There are major multiple unrelated failures to the pool system which could not all occur within the warranty effective date. [redacted]’s own admission in conversation with the representative, advised when she first tried to turn on the system, it did not work. Per the Terms & Conditions “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement.” In addition vandalism or freezing is not eligible per B-9 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): misuse or abuse,…freezing,” [redacted] advised the representative that the technician that went out to diagnosed told her the failure was due to freeze damage. It was explained the Agreement does not cover for freezing.
 
At the beginning of the Terms & Conditions of the Agreement, it makes it quite clear that failures must be due to normal wear and tear; “We provide service for covered systems and/or appliances: 2. that do not perform their primary function due to normal wear and tear.”
 
 
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. We respectfully request the Revdex.com consider this matter closed as she has cancelled her Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation