2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** by Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on March 13, 2018, Mrs*** requested service for a pre-season HVAC tune-upConcerning contractor availability in Mrs***’s service area for an HVAC tune up specialistsWe do regret that on occasion, 2-HBW will not have an approved network contractor to service an area in a particular trade or they are booked and cannot service in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do give the customer the option to locate their own contractorWe do have this right as explained in the Agreement under the Terms & Conditions, A-PROVIDING SERVICE “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.” The guidelines for using a contactor were emailed to her which also specifies in number of the guidelines that her contractor must call in for authorization prior to doing the repairsHer contractor did call in after completing the repairsThe technician reported pipe above the Ductwork, fell down and crushed the DuctHe gave the representative the cost to repair:
$- metal fabrication supplies
$- hours labor
---------
$total cost for the job
Regardless if Mrs*** contractor called in before or after he made the repairThe crushed ductwork is not eligible for coverage as the occurrence was not wear and tearAt the beginning of the Agreement’s Terms and Conditions; “We provide service for covered systems and/or appliances: that do not perform their primary function due to wear and tear” Additionally under the Heating and also Air Conditioning/Heat Pump coverage, in the exclusions section; “EXCLUDED: Collapsed ductwork.” The representative only denied the claim based off of what Mrs*** contractor reportedHer contractor went as far as breaking down his costs of $to repair the crushed ductworkIf Mrs*** had her contractor call in prior to performing the repairs, the representative would have had the opportunity to explain to Mrs*** that crushed ductwork is not eligible for coverageThen she would have had the choice of having her contractor doing the work or someone elseEither way, she still needed the repairs done
As a gesture of goodwill, 2-HBW has reimbursed Mrs***, her $service feeIt will take approximately to business days to receive the checkWe regret that we cannot be of further assistance in this regard2-HBW has fulfilled their obligations as specified in the terms and conditions of the Service Agreement
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 *** ***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review
and respond
Our records indicate on June 21, 2016, *** *** reported her air conditioner was not blowing cold airShortly afterward she had called in and advised that our in-network cannot come out for a couple of daysShe knew a contractor that could come out right awayThe representative explained the out-of-network guidelinesOne binging that the contractor must call in prior to having the repairs doneOn June 23, *** *** called in to get our email address to send in her paid invoice for reimbursement of work her contractor had completedThe claim was denied per the Agreement under the Terms & Conditions D-“No claim forms are used, but we must give prior authorization of repairs or replacement before any work is performed.” We are understanding of *** ***’s circumstanceA supervisor has been assigned to this caseHe has called *** *** and received a voice mailHe left a voice message with a settlement offer along with his direct contact information
HBRWC apologizes to *** *** for the experience she has had concerning the hold time with the customer service departmentWhen there is a heat wave throughout the United States, this can create higher than wait time in the call centerThe independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our service
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: per the check, the payment is only valid should I chose to cash the check As you know from your records, the check was not cashed and not settled. Per my original rebuttal, 2-sent the contractor to me, I did not request them 2-accepted the recommendation of the contractor and 2-refused to acknowledge another party's recommendation that my system was dangerous If it is 2-10's recommendation that I seek Legal counsel, then I suggest you say that I would not be in the situation I am in if 2-had sent a company that had actually inspected the furnace, which is the responsibility of 2-once I submitted a caseThe Contractor that 2-sent out was working for 2-10, again I did not request them And per the phone converstion with the CSR, 2-accepted responsibility of sending a "negligent" Contractor, showing they knowingly knew the assessment could be inaccurate. If 2-isn't willing to acknowledge fault, as their CSR so kindly did via a recorded phone conversation, I am more than happy to escalate this as needed.
Sincerely,
*** ***

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”) that went into effect June 29, and applicable air
conditioning claimThank you for the opportunity to review and respond
Our records indicate on July 19, 2016, *** *** reported online his air conditioner would not turn onIndependent service contractor, *** *** * *** was dispatched to the home and reported “the thermostat is shorted out and is bypassed, the defrost board is shortedThe system holds lbsof Freon and only only lbremainingThe condensing fan blade is out of balanceFound a large leak in the fins of the evap coil and a large leak in the fins condensing coilThe system is in poor shape.” In the technician’s professional opinion, the air conditioner was not in good working order at the inception of the Agreement
The claim was reviewedThe Agreement went into effect June 29, and the claim set up on July 19, Due to all the multiple unrelated failures, including the bypassed thermostat due to it being shorted and the large leaks in the coils, it was determined the air conditioner was not in good working order at the beginning of the AgreementThe leaks alone take a long time to develop and become large*** *** was notified that the multiple failures predated the Agreement and the air conditioner was not eligible for coverage pursuant to the Terms & Conditions of the Agreement, “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 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 testA covered item passes a visual inspection if the item is intact and without damage or missing parts that make the item inoperableA system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated;”
*** *** requested to send in his home inspection for possible reconsiderationThe home inspection was reviewed
The inspection report dated May 14, 2016, states:
inspection "is limited to readily visible and accessible elements as listed hereinElements concealed from view or not functional for any reason cannot be inspected"The unit ran at the time of the inspection, but is at the end of it's designed service life, recommend anticipating replacement needs.The base for the unit has settled, recommend repair to prevent further deteriorationItem 1(Picture)A new base was added under the unit, but it is not level and the fan is noisyRecommend repair by a qualified HVAC contractor to prevent further deterioration.The older the unit the greater the probability of system deficiencies or failureInadequatecooling or other system problems may not be due simply to an inadequate refrigerant charge, as more significant concerns may exist.”
The home inspector is not a licensed HVAC contractorThere were no mechanical tests or visual inspections such as temperature readings, done to the system to show that the system was in good working orderThe home inspection was not enough information to overturn the denial
We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We appreciate *** *** for bringing this to our attention as we do take these matters seriously
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/05) */
The Office of the *** at *** *** *** *** *** *** are in receipt of the inquiry submitted case XXXXXXXX by *** ***We have located *** ***'s Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
We do apologize for any inconvenience or frustration that *** *** may have experienced during the claim handling process*** is currently in contact with the independent service contractor to request that they verify repairs have been completed or schedule for repairs immediatelyWe will continue to follow up on this until the repairs are completed*** agrees to reimburse *** *** his $service fee due to this delayHowever, we would also note that per B-of the Agreement: "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
*** regrets that we are not able to offer any remuneration for *** ***'s water billSection B-of the Agreement does state, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We apologize that we are not able to be of further assistance in this regard
Again we apologize for any inconvenience*** appreciated *** *** bringing this to our attention as we do take these matters very seriouslyWe will continue to contact the service contractor and request verification that repairs have been completed, and updated *** *** as more information becomes available
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 rebuttal submitted by Miss***. Thank you for the opportunity to review further
Our records indicate Miss *** accepted the cash buyout offered on January 10,
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by *** ***. Thank you for the opportunity to review further
According to ** ***'s information, the *** refrigerator was delivered on 9/at 10:AMA contractor has been dispatched to install the refrigeratorWe will take *** ***’s customer service recommendations into consideration
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: ***
I am rejecting this response because: 1) I do NOT have a dog, nor have I ever owned a dogMy fence was installed in 2009.(Maybe some year old dog urine from a stray?)2) The unit was 'serviced ' in the summer of 2016, June 2017, by July 2017; I did request a replacement -vs- a ***There is NO documentation from *** *** concerning dog urine, his company came to my home times.3)This unit has a Manufacturer's Warranty of years, it has far exceeded its' life expectancy by yearsMy claim was denied because of 'Use & Abuse'4) The 2-Customer service representatives clearly state, "if the contractor recommends replacementWe will replace." When the contractors come to the house , ALL have clearly stated; We are Not allowed to replace, only repair" Your answer supports the contradiction.5)Can you please have your diagnostic expert submit PROOF, even a sample of a chemical determination concerning his conclusion? 6)After years..?If the unit can be repaired, I'll accept thatAs a professional courtesy between us.7)I would like to receive a copyyour Policy concerning your professional integrity on repairs after Manufacturer Warranty expires
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 meI have submitted the requested document (and attached it to this complaint) I have received email from 2-home warrant representative, ***, who states that the service fee charge ($100) and charge for drain pan ($125) will be refunded once I have submitted the invoice Invoice is attached
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation ("2-HBW") is in receipt of the rebuttal submitted by *** ***. Thank you for the opportunity to review further
Our notes indicate there was a dispute with the contractor between using an *** *** or replacing the evaporator coilThe contractor recommended replacing the evaporator coilThe contractor was authorized to supply the coil as not to delay the claim any furtherThe out of pocket costs, refrigerant recovery and disposal are items that are not covered under the AgreementWe regret we will not pickup these costs as we are not liable for such expenses
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 Mrs***We have located Mrs***’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and
respond
Our records indicate on July 4, 2016, Mrs*** reported her refrigerator is not cooling
The first Independent service contractor that was dispatched to the home was *** *** and reported online they completed the repairsMrs*** reported *** has been out twice, the refrigerator is still not working and she had a poor experience with themIndependent service contractor, *** ** *** was then dispatched and reported there is no power reaching the evaporator fan due to possible improper wiring from *** and they refused to work on the refrigerator further delaying the claim*** has been passed along to our contractor relations department to investigate and address the contractorThe customer was offered the refrigerator maximum of the full $and she accepted the offerIn addition, as a goodwill gesture, her service fee has been reimbursedIt will take approximately to business days to receive the check
HBRWC would like to apologize for any inconvenience Mrs*** has 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 /* (1000, 5, 2015/11/20) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by *** ***We have located Mr***'s Limited Home Service Agreement ("Agreement") and applicable
claimThank you for the opportunity to review and respond
We apologize for any frustration or inconvenience that Mr*** may have experienced during the claim handling processOur records indicate that Mr*** contacted HBRWC on October and requested that we find a contractor who could provide sooner serviceThe claim was dispatched to a new independent service contractor, *** *** Service & Repair who went to the property on November 2, The contractor was approved to replace the failed control board, and repairs were completed later that day
While we were able to provide sooner service in this instance, we would note that section B-of Mr***'s Agreement states that, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties."
We appreciate Mr*** bringing this to our attention as we do take these matters seriouslyWe 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 rebuttal submitted by *** ***. Thank you for the opportunity to review further
We would refer *** *** to our previous response in which we indicated that we are not responsible for the consequential water damageAs stated in her Agreement, Section B-which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns for homeowners and does not replace responsibility of homeownershipShe may want to check with her home insurance companyI would like to point out that the first refrigerator claim that was placed was on February 11, Independent contractor *** reported they completed the repair on February 22, We did not hear back from *** *** until June 24, when she submitted another refrigerator claimHBRWC would have no way of knowing the problem was not fixed between these times
The supervisor who has been handling this case has attempted to contact the independent contractor * * * *** numerous times to see if the repairs are completeHe was not able to get throughHe contacted *** *** to see if the repairs have been made and the refrigerator still has not been repairedThe supervisor has offered *** *** a choice of comparable refrigerators of her choosing or a replacement buyoutShe will advise the supervisor of her decision
We do acknowledge that * * * *** delayed this claim by not completing the repairsThey have been sent to our contractor relations department for investigationHBRWC would like to apologize for this delay. We 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 (“2-HBW”) is in receipt of the inquiry submitted under case *** 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 on November 7, 2017, Mr*** reported online, there is a leak below the bathroom sinkThe shower sink has a leak and is visible through the wallThere is discoloration between the bath tub and the shower in the master bedroomThe independent contractor, Attaway Construction & Associates was dispatchedOn November 9, 2017, Mr*** called in on the statusThe representative called Attaway to get the reportThe secretary advised the technician would have it by the afternoonOn November 13, 2017, Mr*** again called in to find out what is excluded in the plumbingThe representative read off the exclusions from the Agreement; “EXCLUDED *… performing diagnosis with camera…”Then Mr*** wanted to know the cost of the cameraSince 2-HBW does not cover the cost of a camera, the representative directed Mr*** to contact Attaway for the costAttaway still had not called in their diagnosisAnother call was placed to themThe secretary advised that the technician has been out sick and as soon as she receives it she will call it inShe did advise that a leak detection company was needed to camera and find the leak
The service/diagnostic fee is payable when the contractor arrives at the home and not after the contractor has completed his diagnosisThis is stated in the Agreement under Who pays what? “The service fee is due when the service contractor arrives at the home.”
In regards to Mr***’s desired settlementWe have refunded his $service feeIt will take approximately business days to receive the checkWe would be disappointed to see Mr*** cancel his AgreementIf Mr*** is still considering cancelling with 2-HBW, he may send a written request to ***@2-10.comThe Agreement would be cancelled as stated in section F of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requestsYou may cancel this Service Agreement at any time and is non-cancelable by us (send your written request to us at ***@2-10.com)”“If you cancel this Buyer’s Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges…”
“MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the service period, you may request cancellation in writing, and receive a refund for the full purchase price of the Service Agreement less service cost(s), any other unpaid charges.” Unfortunately the Agreement has been in effect since August 31, 2017and past the day money back guaranteeWe would not be able to refund the full amount of the money collected
We apologize in advance to Mr***, if he did not receive the quality service that is expected from the employees and contractor assisting him2-HBW is committed to providing superior home warranty protection and customer service
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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The Office of the President at Home Buyers Resale Warranty Corporation (“2-HBW”) is in receipt of the inquiry submitted under case *** 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 on January 14, 2018, Mr*** reported his furnace short cyclesThe independent contractor, *** *** *** *** ** was sent the dispatchThen on January 16, Mrs*** called in advising she had not heard from *** ***Then the independent contractor *** was dispatched and reported online they replaced the thermostat and the furnace is operating as it should
When there is a cold snap in the area, the independent contractor’s experience an unusually high volume of calls and do not always respond in the time allottedWe do apologize for this inconvenience
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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
I accepted the $in a letter to the corporate office I stated my lost of food that was spoiled in the refand the time from July 5, to 8,waiting for their response.The suffering me and my husband had to deal with. *** *** ***

Complaint: ***
I am rejecting this response because: #you did not answer my complaint and in fact you are trying to confuse me and Revdex.com by your written response#Since I admitted having warranty providers, your's and my own as BACK UP PLAN B(PAID OUT OF MY OWN POCKET) The reason I DID THIS was because of YOUR COMPANY REVIEWS, PREVIOUS SELLERS and YOUR previous and present clientsYOU ARE ALL BAD PEOPLE WHO NEED A REALITY CHECK IN COURT OR JAIL! I request confiscation of your files so I can prove public threat and also I request a litigation/mediation I am tired of the back and forth I will include your reviews online, this response and the agreement given to me at time of my home purchase My contract with You is valid for year and can't be voided or refunded, only replacements of appliances Either replacement all my appliances as you are required to under the agreement or let's go to litigation/mediationYou are caught in fraud already!
Very Truly Yours,
*** ***

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 *** ***’s contractor charged $for the repair to the toilet less her $service fee*** *** was refunded $*** *** called in and advised a representative that she was told she would receive a check for $To settle this matter, 2-HBW has refunded *** ***’s service fee for this claimA representative of this department called and received her voice mailA voice message was left that her service fee has been reimbursed and it will take approximately to business days to receive the check
We do apologize for any frustration or inconvenience that *** *** may have experienced during the claims handling process. We value her business and we look forward to serving her future warranty needs
Sincerely,
*** ** *** ***
*** *** *** *** ***

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 on the evening of October 18, 2017, *** *** reported his drains are backing up in the houseThe independent contractor, *** *** was sent the dispatchOn October 19, 2017, *** *** called in and advised *** *** could not make it out till next week and now the sewer backup is causing damageThere were no other contractors in the immediate area to service*** *** did not want to search for his own contractor or we can continue to search for a contractor*** *** said that he will contact the Revdex.com.
We do regret that on occasion, 2- HBW will not have an approved network contractor to service an area in a particular trade in a timely mannerWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is explained in the Agreement under the Terms & Conditions, A-"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 October 19, 2017, the ***’s located their own contractor and the plumber snaked through the cleanout in the crawl space to clear the lineThe plumber did not pull back anything or report any further issuesThe Plumber wanted to further diagnose using a camera, but did not explain to the representative why he needed to do thisPossibly to look for a broken lineThe Agreement does not cover for using a cameraThis is an out of pocket cost to the ***’sAs stated in the Agreement under Plumbing; EXCLUDED: “drain line stoppages due to roots, performing diagnosis with camera, any loss arising out of a condition of mineral or chemical deposits”In addition, *** *** should be aware, only leaks and breaks in a line that occur within the main foundation or attached garage are eligible for coverage
The contractor was authorized for the snaking of the line at his cost of $which is less *** ***’s service feeThe instructions for reimbursement has been sent to the ***’s emailIn order for *** *** to be reimbursed, he can send his paid invoice to *** and reference work order *** and authorization code ***Once accounting receives the invoice, it will take approximately to business days to receive the check
In addition, *** *** states there is an additional repair to his plumbing system and he was willing to wait for a network contractor*** *** was dispatched but refused the dispatch as Steve’s reported online, there was a conflict over the phone with the customerThe ***’s were again, sent the guidelines for using a contractor out of our network
We do apologize for any frustration or inconvenience that *** *** 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 PresidentHome Buyers Resale Warranty Corporation