2-10 Home Buyers Warranty

Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because:2-requires we use their contractors in order to have our service covered I would not have chosen [redacted] had I been given the choice, but if I wanted the warranty to cover most of the water heater replacement I had to use their contracted company Telling me that the flue is not covered under the warranty when the flue is a necessary component of the water heater replacement does not address the concern The concern is that 2-required I utilize a company they contract with, that company did faulty workmanship, and now 2-essentially washes their hands of the problem and informs me I have to deal with financial consequences of the faulty repair performed by the company they sent to our home They chose the contracted company, they require me to use the company, and now they tell me I have to deal with the financial repercussions of their decisions.Sincerely, [redacted] 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 claimThank you for the opportunity to review and respond Our records indicate on August 7, 2017, [redacted] reported her filtration system is not working in the poolWe do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorWe do have this right as explained in the Agreement under the Terms & Conditions, A-1; “No claim forms are used, but we must pre-authorize service by an independent service contractorIf 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 serviceYour service contractor must be licensed and insuredAfter authorization has been provided, you must send the acceptable proof of your actual itemized costs to 2-HBW before any reimbursement amount will be paid.” Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because:The process was followed after the information was followed and reimbursement was not followed. 2-10 requested receipts and paperwork and said to provide when available. They also spoke directly to the contractor. Not once did they say they would not reimburse for anything or that we were not following process correctly. 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 received the check per the agreement with 2-and appreciate the Revdex.coms quick folland closure 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”) that went into July 22, and applicable claimThank you for the opportunity to review and respond Our records indicate on August 1, 2016, [redacted] reported the air conditioner the services the first floor is not blowing cold airIndependent service contractor, [redacted] was dispatched to the home and reported the system was empty of refrigerant, he added lbFreon for leak test and located a massive hole in the condensing coil and multiple small leaks in the evaporator coilIn the contractor’s professional opinion, these failures did not occur in the short time the service agreement has been activeThese types of failures take a long time to developThe unit was not in working condition at the start of the service agreementThe claim was denied based on these factsThese holes have been there prior to the July 22, effective dayPer the Terms & Conditions; “are in place and in good and safe working order at the beginning of the Service AgreementCoverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test.” [redacted] disputed the denial, she sent in the home inspectionThe home inspection was vague but did state that there was a degree drop in temperatureIt was decided to overturn the denialShe has been working directly with a representative in this department HBRWC would like to apologize for any inconvenience [redacted] may have experienced We value her business and we look forward to serving her future warranty needs Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ 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 Limited Home Service Agreement ("Agreement"), effective June 1, and applicable claimThank 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 processOur records indicate on November 30, 2015, Ms [redacted] contacted HBRWC and reported her dishwasher would not turn on and sparkingThe independent service contractor, [redacted] was dispatched to the property to evaluate the claim further On December 8, 2015, the technician found the power supply had a loose wireThe only repair needed was to repair the loose wireOur records do not make any mention of the technician placing blame on the independent service contactor, [redacted] was dispatched out to the home for a dishwasher claim on June 11, 2015, where Ms [redacted] reported the dishwasher was leakingTheir findings were a door gasket was faulty and float switch is shutting offThere was a month difference between the claimsIf there would have been an electrical issue, it certainly would have occurred soon after the first repairUnder the Agreement page 3: Who pays what? "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call." As a gesture of compromise, and not an admission of fault or liability, HBRWC has reimbursed Ms [redacted] her $service feeShe should receive the check within to business days HBRWC would again like to apologize for any inconvenience Name may have experiencedWe would like to thank Ms [redacted] for bringing her concerns to our attention as we do take these matters seriouslyWe look forward to serving her future warranty needs Sincerely [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have only lived in the house since JuneAfter [redacted] fixed the float (they had to pull out the dishwasher to do so), I noticed that the breaker would trip 90% of the time when using the dishwasherI didn't put it togetherThe technician at [redacted] wrote on my invoice that the problem was because Universal cut a wire when pushing the dishwasher back into place, as well they did not put electrical taps on loose wires nor put them back in the junction boxSince [redacted] fixed it, the breaker no longer tripsHowever, it now appears to be leaking from the right sideI'm waiting to confirm this after a few uses I greatly appreciate Home Buyers' reimbursing me the $to meI have not yet received it but hope to receive it soonThank you again

RevDex.com: I received your email reference receiving my complaint and being my contact person, thank you. As "providence" would have it, I just received a phone-call from 2-10 HBW from a supervisor named "***". She advised that she is looking into my complaint and assures me that... it will be resolved within the next few days. At this point, I am willing to wait to see if 2-10 HBW can/will resolve my issue so if it's appropriate no further action needs to be taken at this time awaiting their resolution. Again, thanks for reaching out to me and have a great day! 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 conditioning claim that was placed June 5, Thank you for the opportunity to review and respond Our records indicate on June 5, 2016, [redacted] reported a leaking pipe within the drywall and about to burstThe air handler is in the atticIndependent service contractor, Blizzard H&A was dispatched to the home and reported “on line” they added lbsof Freon and cleared the line [redacted] was still having issues with the leakingBlizzard could not come back out in a timely manner, therefore she used her own out of network contractorHer contactor was able to find the problem and he did complete repairsEven though the agreement specifically states that the Service performed without prior authorization will not be paidWe are understanding of [redacted] ’s situationA representative of this department contacted [redacted] and offered to reimburse her the amount she paid out of pocket to her contractor [redacted] accepted our offer HBRWC would like to apologize for any inconvenience [redacted] may have experienced We thank [redacted] for bringing this matter to our attention and we look forward to serving her future warranty needsWe respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties 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 Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate that there were several contractors out to the homeAn independent contractor stating shoddy workmanship on anotherIt was decided to have the independent contractor, [redacted] to replace the system due to the multiple issues [redacted] reported the system was a ton systemMr [redacted] advised this was a ton systemThe equipment was reordered for a ton [redacted] made the mistake of installing the ton condensing unit in place of Mr***s ton condensing unit (systems in the home)This was confirmed by dispatching the independent contractor PolarPolar has been approved to make all the necessary corrections due to the mistake of ***This claim has been sent to our contractor relations department to investigate and address ***Mr [redacted] has been working with a manager and has his direct contact informationWe ask Mr [redacted] to work with the manager if there are any further issues HBRWC would like to apologize for the inconvenience and delay Mr [redacted] has experiencedWe 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 (“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 claimThank you for the opportunity to review and respond Our records indicate on May 10, 2017, [redacted] reported the water control knobs in the master shower give electrical shocksAn electrician went to the home, checked out the electrical and determined it was a water heater issueThe independent plumbing contractor, [redacted] was dispatched and reported the electrical shock is due to calcium and sediment buildup over the yearsIt is occurring due to a chemical reaction with the copper pipe and sediment along with the elementsThe water heater has not failed, it still produces sufficient hot waterHBRWC would cover any loss from sediment with water heaters when there is a loss of hot water, however this is not the casePer the Agreement under Plumbing Exclusions; “EXCLUDED: any loss arising out of a condition of mineral or chemical deposits (except water heaters),” This is certainly an uncommon situationThis was further reviewed by our in-house electrician and plumberOur electrician believes it is due to some sort of electrolysis that could be coming from the water heaterOur plumber believes something is not grounded or possible a live wire touching the plumbing lineEven though there is no loss of hot water, as a gesture of goodwill, we will move forward with replacing the water heaterA representative of this department called the Merlin residence and received a voice mailA message was left that we are moving forward with the replacement of the water heater and some out of pocket costs that the Agreement is not responsible for 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

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr [redacted] We have located Mr [redacted] ’s Limited Home service Agreement (“Agreement”)Thank you for the opportunity to review and respond Our records indicate on March 15, 2107, Mr [redacted] reported since March 8, his furnace has not been heatingThe independent contractor, [redacted] was dispatched and reported the heat exchanger has cracks and producing carbon monoxideThe cracks were visible as well as a carbon monoxide detector was usedThere was also evidence of prior flame roll outThe contractor found of the chambers had cracksThe second chamber had a inch long crack, the third chamber, a inch crack and the fourth chamber had a inch crack The Agreement’s original effective date was February and the failure was noticed March The cracks with evidence of flame roll out could not have occurred within the days that the Agreement had been in effectThe claim was denied due to multiple lengthy cracks with evidence of flame roll outMr [redacted] was advised that his furnace claim was not eligible for coverage per the Terms & Conditions; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement.” Mr [redacted] disputed the denial and advised he has information showing the furnace was in good working orderHe sent in his home inspection which showed the furnace was working fineMr [redacted] also advised he has been in the home since February The representative called the agent to verify thisA copy of the HUD information was received which verified the effective date of closing was February The effective date of the Agreement was changed to February and the claim was overturnedThe contractor was authorized to replace the furnace and the furnace has been ordered HBRWC would like to apologize for the error of the effective dateAt this time we do not know if the information was sent over to our agent services department like this or if this was an internal errorWe value Mr [redacted] ’s business and we look forward to serving his future warranty needs Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate, originally on February 10, 2017, *** *** reported she is not getting any hot water from her tankless water heaterThe independent contractor, *** *** *** was dispatchedOn March 9, 2017, *** *** called for status and the representative called *** ***The manager reported the part was ordered to be delivered at the customers addressThe representative confirmed with *** *** the part had not been receivedOn March 22, 2017, *** *** reported the water heater is workingThe representative refunded her service fee due to the delay*** *** put a complaint into contractor relations on *** *** because they ordered the wrong part, they sent the part to the wrong address, they did not tell the truth about phone issues to the customer and took over a month to get the job done
Then on August 9, 2017, we were notified that *** ***’s water heater was, again no longer providing hot water*** *** was sent back to the residence and reported the customer is not getting hot water to the kitchen, goes in and outThe contractor advised they no longer work on *** and request we dispatch this to another contractorAt this time, there were no other contractors to service in a timely manner and the representative offered *** *** to locate their own contractor*** ***’s contractor reported the gas valve is not opening and a leak on the manifold of the heat exchanger. The contractors cost was extreme, even in the retail market*** *** claim was sent to our contractor relations departmentThey were able to locate the independent contractor, *** *** who could service*** *** reported the burner assembly has failed and the part was ordered*** *** reported that the burner assembly was installed and the water heater is operating properlyA representative in the escalations division called and received *** ***’s voice mail, she left a message to confirm the water heater is operational
We apologize to *** ***, if she did not receive the quality service that is expected from her warranty company2-HBW is committed to providing superior home warranty protection and customer serviceWe value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case *** by Mr***We have located Mr***’s Limited Home service Agreement (“Agreement”) that went into effect December 28, and applicable claim
Thank you for the opportunity to review and respond
Our records indicate on December 28, 2016, a refrigerator claim was submitted online as “Making noises, Fridge has been flashing error code since we purchased the house in NovemberWe have tried to clean and fix to no avail.” The independent contractor *** ** *** was sent and accepted the dispatchOn January 3, 2017, the contractor reported online that they have left voice messages on all numbers with no return call as of today
We regret that we cannot waive the service feeThe service fee is paid directly to the independent contractor for their diagnostic time and trip out to the homeThe service fee is for the independent contractor and is not transferred to HBRWCWe regret we cannot be of further assistance in this regardWe encourage Mr*** to contact *** ** *** at *** to schedule an appointment
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 13, 2015/07/24) */
July 24,
Re: *** Case #: XXXXXXXX
Consumer: ***
Business: ***
*** File No.: ***
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 repairsHowever, 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
*** ("***) is the administrator of the *** ProgramHowever, the warranty itself is the builder's warranty, and the builder is primarily responsible for making warranted repairsAs the program administrator, *** handles the intake of service requests or complaints from the consumer and works with the builder and the consumer to administer the warranty terms and to coordinate warranted repairsThis process sometimes involves coordination with subcontractors and others, who may actually be responsible for completing the repair work
In this case, *** opened a file in April and began assisting the consumer and the builder to address repairs to the consumer's homeThere were several items for the builder to address, and the builder proceed to repair most of the items on the listAccording to our file notes, on June 22, 2015, the consumer advised *** that everything had been fixed with the exception of water damage to one area of the ceiling
This last item remains unresolved, but *** will continue to work with the consumer and the builder to resolve this issue pursuant to the terms of the warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Finally have the microwave installed !Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by *** ***Thank you for the opportunity to review further A representative of this department contacted *** *** to clear up any miscommunicationWhen *** *** used his own contractorHis contactor found no large holes in the systemThe technician used leak seal and filled the system with FreonAdding a leak seal to a system is a technique that many contractors use to repair a leak permanently (not temporarily)This is a proper acceptable repair*** *** was offered the amount we would have paid an in network contractor*** *** has accepted our offer 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 *** by *** ***We have located *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on July 12, 2016, *** *** reported her air conditioner will not turn on
Independent service contractor, *** was dispatched and reported that the customer needed an electrician*** *** was dispatched and reported “as soon as the technician plugged in the fuse block at the a/c it trips right away clear from the breaker to the unit, so this is clearly not an electric problem it is indeed an HVAC claim.” Independent contractor *** * *** was dispatched but there were internal issues with the contractorIndependent Contractor *** *** was dispatched and reported the compressor has shorted to ground and he can complete the work on August 10, A call was placed to *** *** and the work has been complete
The cleaning of the equipment is not eligible for coverage per the Terms & Agreement B-“We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” In addition, B-“You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” However this is not a requirement but a recommendation from the contractorWe would not hold up a claim for this
HBRWC apologizes to *** *** for the experience she has had concerning her customer service and contractor experienceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers*** ***’s concerns enables us to make corrections and continue to improve our service
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 by *** *** We have located *** *** Limited Home Service Agreement (“Agreement”) and applicable claimThank you for the opportunity
to review and respondWe sincerely apologize for any frustration or inconvenience that *** *** may have experienced during the claim handling processOur records indicate on December 7, 2015, *** *** reported “on line”, her water heater was leaking from the bottomThe independent service contractor, *** Plumbing Inc(“Poillucci”) was dispatched to the property to evaluate the claim furtherOn December 9, 2015, *** reported the pressure relief valve on the water heater had failed and recommended the addition of an expansion tank (this assists in relieving pressure from the water heater)*** was authorized to replace the pressure relief valveThe expansion tank is not eligible for coverage which State in the Terms & Conditions “Are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service” The expansion tank is not listed in the Plumbing trade sectionOn the same date, December 9, 2015, our records show *** *** refused to use *** due to she had her own plumber diagnose the issue and she preferred to use her own plumberThe guidelines for using an out of network service contractor was emailed to herIt was not until December 29, 2015, when *** *** contacted HBRWC to discuss her dissatisfaction with PoillucciShe was explained that we could recall *** back to the home, she could use her own contractor or she could use another one of our independent contractors*** *** declined believing that there may be another service fee of $due if a different failure is foundHBRWC will not charge another service fee regardless of the outcomeFirst off, HBRWC apologizes to *** *** for any experience she had in speaking with one of our representatives that was not professional. We strive to provide a reliable and positive experience to all our customers and anything less is not acceptableWe thank *** *** for bringing this to our attention and we will investigate the matter internally so we may make corrections and continue to improve our customer serviceWe also acknowledge her statements regarding *** professionalismHBRWC strives to have all of the service providers we contract with, have a very good standing with the Revdex.com and they must be licensed and insuredA stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable. We will have *** ***s concerns against *** reviewed and addressed internally due to the dissatisfaction that she reportedThe Office of the President has called out to *** *** and received her voice mailThere was a message left which also provided a direct contactWe thank *** *** for bringing her concerns to our attention as these matters are taken very seriously. HBRWC values *** ***’s business and looks forward to hearing from her soon, so we can come to an agreeable outcomeSincerely, *** *** Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/11) */
The Office of the President at *** (***") is in receipt of the inquiry submitted under Case XXXXXXXX by *** ***We have located the Limited Home Service Agreement ("Agreement") for the property at **
*** *** and applicable claimThank you for the opportunity to review and respond
We sincerely apologize for the delay that *** *** experienced due to the service contractor not returning calls to schedule the completion of repairs*** strives to provide fast, reliable service and anything less is unacceptableWe will have this matter reviewed and addressed with the service contractor internally
Our records indicate that the repairs were completed on June 18, when the contractor returned to the homeWe did have the initial contractor make these repairsWhen a second contractor is dispatched, this starts the claim handling process over since that second contractor must perform their own independent diagnostics and report their findings prior to making repairsSometimes it is quicker to have a second contractor dispatchedHowever, oftentimes this causes a further delay, as *** *** was advised when speaking with our customer service departmentWe do acknowledge the repairs should have been completed sooner and apologize again that this did not occurWe thank *** *** for bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs
Sincerely,
*** ***
Office of the President
***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)