2-10 Home Buyers Warranty

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 ("HBRWC") is in receipt of the rebuttal submitted by Mrand Mrs***. Thank you for the opportunity to review further
We would refer Mrand Mrs*** to our previous response in which we agreed to settle to put this matter to restWe indicated we were reimbursing the $138.05, this is less the $service fee that was previously reimbursed to them and then a $service fee that would be owed from the invoiced amountMrand Mrs*** had decided to cancel their AgreementThe Agreement has been cancelled pro-rataPer the Terms & Conditions, section HCancellation or Termination“If this Service Agreement is canceled after the first 10-days, the owner of the home at the covered address will receive a pro-rata refund of 90% unearned premium less claims paid, any other unpaid charges and a $processing fee.” This means that all claims paid out would be subtracted from the refundThe amount of $was not taken out of the cancellation refund amount of the Agreement
HBRWC apologizes to Mrand Mrs*** for the experience they have had concerning their claimWe regret that we cannot be of further assistance in this regardWe 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 ("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 (“HBRWC”) 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 December 22, 2016, Mr*** reported online the range would not turn onA contractor was located and accepted the dispatchOn January 13, Mr*** called in stating that the contractor had left a muffled voice mail and he would like another contractorAt the time of the requested additional service, there were no other contractors availableThe representative offered Mr*** to locate his own contractorThis is explained in the Agreement under the Terms & Conditions, A-"If an authorized 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 insured."
Mr*** was not able to locate a contractor eitherA representative of this department contacted Mr***, requested the model & serial number and to discuss the symptoms of the rangeOur in house appliance expert reviewed the issue of the ovenAll indications point to the range would need another control boardThe control board was no longer availableIt was decided to offer Mr*** a new range or a replacement buyoutMr*** accepted the replacement buyoutThis matter has been resolved satisfactory with both parties
HBRWC would like to apologize for the inconvenience Mr*** had experiencedWe 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, 6, 2015/06/18) */
The Office of the President at*** of Virginia, Inc(***") is in receipt of the inquiry submitted under case number XXXXXXXX by *** We have located Mr*** Limited Home Service Agreement ("Agreement") and
applicable claimThank you for the opportunity to review and respond
Our records indicate that on *** 12, the independent contractor *** Street *** stated that Mr*** air conditioning system was void of refrigerant due to leaks in the evaporator and condensing coils*** did research the parts to determine whether the system would be repaired or replaced pursuant to section B-of our Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
On *** 19, 2015*** determined that the system would be replaced and upgraded to new R410A equipmentThere was $in non-covered charges associated with the system replacement, which Mr*** acceptedThe equipment was ordered on *** 22, with an estimated time of arrival for May 27, On *** 31, the contractor reported they had not received the equipmentThe equipment was reorderedOn June 2, the contractor stated that they completed installation and the new air conditioning system was operational
We do apologize for any inconvenience that Mr*** may have experienced during the claims handling processAfter performing the necessary research,*** did determine that the system would be replaced, per Mr*** requested resolutionWe appreciate Mr*** patience during the research processAdditionally, we would like to thank Mr*** for bringing this to our attention for further review, as we do take his concerns very seriouslyWe look forward to serving any future warranty needs that may arise
Sincerely,
***
Office of the President
*** of Virginia, Inc
Initial Consumer Rebuttal /* (2000, 8, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I contacted the*** during the issue when I was told by*** that they were going to find parts for a system that was over years oldThe contractor from *** Street immediately rocognized the AC unit as outdated and in his initial report back to*** requested the unit be replacedI contacted the*** when*** told me they would not replace the unitAll of this while my wife, children and dog were stuck in extreme heat conditionsSome of the people were very rude that spoke to me on the phone and finally....when they did agree to replace the unit they costed me days leave because they didnt order the right partI expect more professionalism and thoroughness from a company in customer serviceIt was a very stressful process to say the leastThis warranty company had an opportunity to encourage its customer that they will do what they can to get me back up and running as soon as possible but it failedThe message I received initially was that cost was most important to them and they were going to do all they can to spend the least amount even if that meant my family had to wait and sufferHowever, yes the situation is now resolved

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 August 25, and applicable claimThank
you for the opportunity to review and respond
Our records indicate on September 12, 2016, it was reported online there was a concealed issue in the converted bedroomIndependent contractor *** *** *** *** *** *** was dispatched and reported the leak on the main water line in the concrete slab in the family room is leakingThis claim was originally denied because the failure was noticed days into the Agreement and it was determined this leak occurred prior to the Agreement going into effectThe home inspection was receivedThe claim was overturnedThere is a $maximum on concrete encased claimsThe claim was maxed out at $and paid to the contractorA senior supervisor contacted *** *** and confirmed that the repairs have been completed and resolved
HBRWC apologizes to *** *** for the experience she has had concerning his hold time with the customer service departmentThere was a heat wave at the time throughout the United States, this created higher than wait time in the call centerThis issue have increased our staffWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis concerns enables us to make corrections and continue to improve our service
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Since our previous submission, we have sent a complaint letter to 2-via certified mail and email (last Wednesday), but have heard nothing back regarding itWe did receive a phone call Friday from the manager of *** *** ***, who reiterated the company's offer of $and added that
she could "waive the service fee of $100", which would make the total amount $I said that our letter explained why this was not a satisfactory amount, but she said she had not read the letter, though she knew it had been receivedShe also said she had reviewed recordings of our previous phone calls with 2-but did not recall the dates of them or any details about what was saidI did not accept the $1600, which I assumed was intended as a final settlementWe have not heard from the company since then

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

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

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 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 September 2, 2016, *** *** reported the freezer seems fine but the refrigerator is not cooling when the digital display is turned downThe independent contractor, *** *** and reported the control board, inverter board and power cord shortedThe parts were orderedOn September 16, 2016, Mr*** called and stated the tech replaced the parts and the refrigerator is still not working correctlyA call was placed to the contractor as well as a recall work order for them to revisit the homeThere were numerous attempts to reach the contractorOn October 4, 2016, the contractor called in and believes that the refrigerator is defective or the wrong parts were orderedThe new parts that he recently replaced have burnt outThe appliance department found there are directed series of control boards for this unitThis is the reason the series # had to be verifiedThis is not the serial number but the numbers behind the model #The ***’s were misinformed by the representative who requested the serial #A manager is involved due to the delay this has causedA buyout proposition has been offered to the ***’sWe are still waiting for their response
HBRWC would like to apologize for any inconvenience *** *** has experienced due to the delay. We value her business and we look forward to serving her future warranty needs
Sincerely,
Office of the PresidentHome 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. *** *** ***

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

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** This is not true and we are contacting *** todayAll of our out of pocket expenses have been paiddoes not allow the buyers to hire or fire contractors and the contractors should be held accountableIf they want to do business with these lousy contractors they need to accept the responsibilities of their failuresOnce we have contracted ***, we will followup on this Revdex.com complaint todayWE are still without AIR and HEAT

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

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 3, 2107, *** *** reported her microwave was not heatingThe independent contractor, *** *** was dispatched to the property and reported the magnetron, diode and capacitor need to be replacedAfter the parts research was done, it was found it would be more cost effective to replace than to repairA comparable replacement offer or cash buyout was emailed to *** ***On July 17, 2017, *** *** accepted the replacement
The unit was ordered and delivered but HBRWC was not able to locate a contractor to install the microwaveWe do regret that on occasion, HBRWC will not have an approved network contractor for installationWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractorThis is described 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."
In *** ***’s desired settlement, she is seeking compensation for her time on the phone and her inconvenience to drive to multiple locations to find an installer herselfIf she would please refer to B-“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 only, and is not intended to provide for financial restitutionWe regret we are unable to compensate any amount for her time and inconvenience on locating an installer
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,
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 *** ***’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,
*** ** *** ***
*** *** *** *** ***

Complaint: ***
I am rejecting this response because:The claims that that pro air said that there were multiple leaks and they are afraid the unit will fall apart are falseWhen I talked to them they said there was one leak and the patch did not work Said nothing about unit falling apart or more than one leakThe unit kept the house cold from time of inspection until it stopped workingThus meaning it was not pre existingThe technician also stated at the first visit, that the patches normally don't work and they would probably be back
Sincerely,
*** ***

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

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