2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted]. 
 
We would refer [redacted] to our previous response in which we indicated a representative of this department called [redacted] to clarify the diagnostics. “The crack is in the seam of the tub”. Tubs are not eligible for coverage unless the Supreme Protection option is purchased. [redacted] did not purchase this option. We welcome the Revdex.com to contact the contractor to confirm their findings. Attached is also page 1 and page 4 of the Agreement to show what additional items the Supreme Protection option picks up if purchased.
 
We regret that we cannot be of further assistance in this regard. 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.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate in April, 2016, independent contractor [redacted] found the system low on refrigerant, did a leak search, found no leak and recharged the system. They were called back to the home in May and found a blown capacitor. In August, [redacted] reported her air conditioner is not blowing cold air again. A different independent contractor, [redacted] was dispatched and reported the system was low on Freon, added leak seal and recharged the system. [redacted] was recalled back to the home and did a leak search and found the evaporator coil leaking. They have reported that the coil has been installed.
 
We are understanding of [redacted]’s situation and would like to speak with her further on her experience. A supervisor has been assigned to this case and has left several messages. His last attempt was on September 13, 2016. The phone just rang then disconnect. The supervisor has this on his calendar to try again.
 
HBRWC apologizes to [redacted] for the experience she has had concerning the delay to his claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service. 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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on June 14, 2016, [redacted] reported when the a/c is turned on it instantly blows the fuse. At the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely manner. The representative offered to contact an out-of-network service contactor. [redacted].  She located [redacted]. The technician reported the compressor had shorted out. The contractor was willing to let us supply the compressor. The information was sent to parts inquiry to try to locate the compressor.  Parts found the correct compressor but we still did not have the contractors pricing. A call was left with the contractor to contact us with the pricing. On July 25, 2016, the contractor was called and a voice message left to call in there cost breakdown. On August 2, 2016, an email was received from the contractor with the price breakdown. The claim was authorized and the compressor was ordered.
 
We acknowledge that some of the delays that occurred were preventable and we will have this matter investigated further internally. There should have been more attempts made to her contractor to get the price breakdown. HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” However, we are refunding [redacted] her service fee. She can expect to receive the check within 10 business days.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/19) */
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 Mrs. [redacted] Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that Ms. [redacted] placed a claim with HBRWC for a water heater on Friday, August 21st stating that the water heater was not producing hot water. The claim was dispatched to the independent service contractor Total Plumbing. Later that day, Ms. Wiley contacted HBRWC again and requested we cancel with Total Plumbing, since their next availability was the following Wednesday.
As the customer service representative indicated to Mrs. [redacted] this claim was not considered an emergency and HBRWC did not offer after hours services. Page 2 of Mrs. [redacted] Agreement states, "An emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety." Per the report that Mrs. [redacted] provided regarding the water heater failure, none of these conditions applied.
HBRWC did have two alternative contractors within our preferred service network that could have been dispatched. However, Mrs. [redacted] requested to use her own service provider. At that time she was advised of the terms and conditions outlined in section A of her Agreement, including the fact that any reimbursement would be based on what we typically pay one of our in-network contractors, an amount that is usually less than retail. Specifically, section A-2a states, "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."
We apologize if Mrs. [redacted] felt that there was any confusion or misinformation in regards to this claim. At the same time, we regret we cannot offer to reimburse her full cost for the replacement of her water heater. The $508 amount fulfills HBRWC's obligations for coverage as stated in the Agreement. Mrs. [redacted] was notified of this offer up front at the time her out of network service provider contacted our company with the diagnosis and price quote. As such, she was aware of what the dollar amount offer was when she had Sunshine Plumbing proceed with the replacement.
While we are not able to be of further assistance with this matter, we none-the-less appreciate Mrs. [redacted] bringing her concerns to our attention. We have attached a copy of her Agreement to this response, per her statement she has not received this information. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was an emergency as I had no water bc there was rust in my water; which is a health and safety concern. Also, they did not offer after hours because the customer service rep, Jeffery, they would not authorize after hours, but never stated a reason why. The first company 2-10 sent out Superior Services did not contact me till 2:30 & therefore, I called 2-10 back and they sent me to Total Plumbing. Total plumbing was willing to come out to my house that Friday afternoon, but since 2-10 would not authorize after hours and it was now 3:30 pm on a Friday afternoon and 2-10 would not authorize after hours, I had no choice but to go to my own plumbing company. Who in their right mind will wait 6 days for a hot water heater to be fixed and have rust in their water; which is not drinkable and nor sanitary! I was NEVER informed of any type of agreements, like they are stating above, not once did they mention anything! I was told by Jeffery to 1) have tech call and get a pre authorization so we can get reimbursed, 2) I pay up front and get reimbursed, 3) I pay $100 deductible which I agreed too, 4) Must be a licensed contractor. I followed all steps that was told to me by Jeffery and I am now seeking reimbursement. I was never told to send in my invoice either, I found out I needed to email my invoice when I called in on September 17 and asked about my refund status., not one person has ever mentioned this to me, till that day! I am stilll seeking a full reimbursement!
Final Consumer Response /* (4200, 9, 2015/10/08) */
On October 6, I receive a letter stating that I am not going to be reimbursed at all! I would like for 2-10 to follow through; at least with what they originally told me of reimbursing me the $500. I honestly believe they denied me because I turned them into the Revdex.com; although they state it's because " it was found that the failure/or repair is not covered per the terms and conditions". What? It was my whole hot water heater and it was originally covered, so why is it all of a sudden not covered? Sounds fishy to me! Yes, I would 2-10 to stand by what they told me and at least reimburse me the $. Please and thank you; although I feel they should at least go in half with me, but at least follow through with what Lisa told me on the phone on Saturday, August 22, 2015.
Final Business Response /* (4000, 11, 2015/10/16) */
The Office of the President at [redacted] ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted] Thank you for the opportunity to review further.
HBRWC does not base any of our coverage decisions on complaints that a customer may submit to an outside source such as the Revdex.com. Rather, decisions are made based upon the terms and conditions of the Service Agreement. Ms. [redacted] was offered a total of $508 per what is stated in section A-2a of the Agreement. HBRWC intends to honor this offer, and we have no record that shows it has been rescinded.
As HBRWC representatives have previously advised Ms. [redacted] HBRWC does require that Ms. Wiley submit a copy of her invoice in order for the check to be processed and mailed. To date, we have not received that invoice. Ms. [redacted] may submit that via email to [redacted]@2-10.com or via fax to [redacted] Currently her claim is approved but in a pending status as we await receipt of the invoice. Ms. [redacted] authorization code for the $508 is XXXX-XXXX-XXXX and will be processed under work order XXXXXXX.
We agree that Ms. [redacted] was given the four procedures listed. However, she was also given a fifth procedure in which she was advised that we would offer reimbursement based on what HBRWC would pay a preferred service vendor within our network of contractors. We would also reiterate that section A-2a of her Agreement explains this restriction. We will not pay her retail costs for the replacement of her water heater.
Sincerely,
[redacted]
Office of the President
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
We would refer Mr. [redacted] to our previous response in which we indicated on page 5 of the Agreement under Plumbing; Included: “Built-in bathtub [redacted] motor and pump assemblies”. These are the only items that are eligible for coverage for [redacted] bathtubs. This was also reviewed by our Plumbing expert. The valve is not part of the motor/pump assembly. The valve does not come with the motor/pump when purchased. Bathtubs and the bathtub controls are a fixture and are excluded from coverage. Mr. [redacted] has a direct contact with a representative in this department to resolve the switch issue.
 
We regret that we cannot be of further assistance to Mr. [redacted] concerning the valve. 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

Final Consumer Response /* (2000, 7, 2015/08/07) */
The 2-10 customer service called on 8/3 and stated that there were very subtle changes to the Duct work and contractor will refund $158 in few days. Vendor has refunded $158 on Aug 5th on my credit card.

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

to review and respond.
 
Our records indicate on January 7, 2017, Mr. and Mrs. [redacted] reported online the furnace was blowing cold air. On January 9, 2017, the independent contractor reported the heat exchanger was cracked. The furnace information was sent to the parts inquiry department. On January 10, 2017, it was found the heat exchanger was no longer available and it was decided to replace the furnace. There are $850 in out of pocket costs that the Agreement does not cover. They were explained to Mr. and Mrs. [redacted]. They accepted the charges and the furnace was ordered. On January 11, [redacted] was contacted and it was relayed the furnaces was shipped on this morning and will arrive before the COB. On January 12, the furnace still had not arrived. [redacted] was contacted, there new delivery date was January 13. They were not sure why the furnace had not been delivered earlier. [redacted] assumed the local supply house was overextended with deliveries. On January 13, 2017, a call was placed to the contractor, the owner said he received a call from [redacted] and the furnace is to arrive today. He has spoken to Mr. [redacted] and has scheduled for install on Tuesday January 17. The contractor has reported the installation of the furnace has been completed on January 17, 2017
 
We apologize for the frustration and inconvenience that Mr. and Mrs. [redacted] has experienced due to the delay of the furnace order. We strive to provide fast and reliable service to all of our customers. However this delay in the contractor obtaining the furnace was beyond our control. If Mr. and Mrs. [redacted] would please reference their Agreement under the Terms and Conditions section B-9, "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."
 
In addition, Mr. and Mrs. [redacted] is seeking compensation due to the delay. 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 restitution. Per B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages, for bodily/personal injury or property damage.” If Mr. or Mrs. [redacted] would still like to discuss this matter, our claims management phone # is [redacted]
 
We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.  We value their business and we look forward to serving their 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 microwave claim. Thank you for the opportunity to...

review and respond.   On June 17, 2016, after this notice was received, it was found the buyout check was created but not processed. A representative emailed [redacted] and explained the check will be forthcoming as well as his service fee refunded due to the independent contractor’s careless actions.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of his claim. All of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. A stern criteria of the independent contractors we use is to provide our customers with fast, reliable and professional service. This information was passed along to our contractor relations department to investigate and address the contractor.   We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties.  We again thank him for bringing these matters to our attention as we do take them very seriously. We value his business and look forward to servicing his future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. (“2-10 HBW”) is in...

receipt of the inquiry submitted under case 75271937 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on December 11, 2015, [redacted] reported there was a pipe leaking. The independent service contractor, Campanella Inc. DBA Petit Plumbing was dispatched to the property and called their findings in the same day. The technician needed to make access through the kitchen ceiling above the sink 1’ X 1’ hole and a 6” X 6” hole, due to the leak was concealed. After making access, he discovered the leak was coming from a hole in a cold supply line. There is a $500 maximum under Plumbing for concealed claims which states on page 5 of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: *Concealed/concrete water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” In addition, under the Terms and Conditions section A. PROVIDING SERVICE, a. “If we elect payment, the amount will equal the lesser of (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” This means the $500 maximum for concealed leak would be lowered by [redacted]’s $100 service fee. Also, in regards to drywall repair that [redacted] was questioning, under the Terms and Conditions B6 “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” This means that if the walls need to be opened up for a covered service, this amount would go toward the claim that it applies to. In this case, the opening up and restoring the drywall to a rough finish would apply to the concealed maximum. The costs to repair without patching the drywall: $150 to make access through the drywall $250 for pipe repair -------- $400 total cost to make access and repair the supply line. Since the repairs of the supply line does not include patching the drywall and there was only $100 remaining on the Agreement’s maximum.  This is not enough money to dispatch a contractor and repair the drywall holes to a rough finish. Therefore a payout check of $100 was paid to [redacted] to put toward the repair of the drywall. A representative of our department had spoken to [redacted] on December 22, 2015 and had resolved this matter. She had received and forwarded an estimate for $350 to restore the drywall holes to a rough finish. As a gesture of goodwill and not an admission of liability, 2-10 HBW has reimbursed [redacted] $250 over the allowable maximum of the Agreement. HBRWC respectfully requests the Revdex.com close this case as we have met and exceeded the terms of [redacted]’s Agreement. Sincerely, [redacted] Office of the President 2-10 Home Buyers Warranty of Virginia Inc.

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 am still waiting to be refunded the money from quality but I was also upset at 2-10 customer service rep that canceled my initial order causing there to be a delay (a one week delay) in having tech come out
Sincerely,
Misty [redacted]

The Office of the [redacted] at [redacted] Corporation is in receipt of the inquiry submitted under Complaint ID [redacted] by [redacted].  We have located Ms. [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the opportunity to...

review and respond. We apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process.  Our records indicate that on December 14, 2015 Ms. [redacted] contacted [redacted] attempting to place a claim for her faucet.  Faucets are only eligible for coverage when the [redacted] Option is purchased, an option that was not selected when the new warranty was emailed to [redacted].  Since the coverage was not purchased, it was not possible to place a claim at that time. Upon receipt of the payment for the Agreement, it was confirmed that [redacted] was supposed to be selected for this home, even though it was not listed on the paperwork that [redacted] received.  At that point it was possible to place a faucet claim for Ms. [redacted].  [redacted] did agree to waive Ms. [redacted]’s service fee per his request and this was not paid to [redacted] at the time of service.  On December 20, 2015 Ms. [redacted] placed a claim for her faucet.  On December 21, the independent contractor [redacted] advised that there was no mechanical failure to the faucet, but rather than the handle needed to turned with more force. Our records do show that Ms. [redacted] should have received an automatic message to the email address [redacted].  We will review internally with our IT department to attempt to determine why this did not occur.  We apologize for the inconvenience this caused.[redacted] would like to thank Ms. [redacted] for bringing her concerns to our attention so we may evaluate the matter further.  We look forward to serving her future warranty needs.Sincerely,[redacted]Office of the [redacted] Corporation

Initial Business Response /* (1000, 6, 2015/11/25) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number 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.
As a gesture of goodwill, HBRWC agrees to Mr. [redacted]'s request for reimbursement of $220 for the replacement of his sump pump. Our records indicate that Mr. [redacted] first placed his claim the evening of November 4, 2015 through our website. The next day, an independent service contractor [redacted] & [redacted] left a message for Mr. [redacted] attempting to schedule a time for repairs. This was within the timeframes set forth on page three of his Agreement when it states, "A service contractor will schedule a time during normal business hours to diagnose and repair your covered item."
With this said, there are circumstances that HBRWC defines are emergencies. Page three of Mr. [redacted]'s Agreement continues by advising that, "In cases of emergency, we will expedite service and attempt to initiate service within 24 hours. An emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety."
For this reason, HBRWC would recommend in the future that Mr. [redacted] consider calling our company at 800.775.4736 if he feels that he requires sooner service. HBRWC has customer service representatives available 24/7, and this can help alert us more quickly so we can immediately being to search for a contractor who can service after hours.
As an alternative, Mr. [redacted] may have his contractor call that number with a report and price quote for afterhours approval. HBRWC would note that we may not offer full reimbursement if he elects this option. Section A-2a of the Agreement states that when HBRWC offers reimbursement it will be based off the average cost that is paid to an in-network service vendor for similar repairs, . In the case of his sump pump,
We would note that while we are agreeing to offer coverage to Mr. [redacted], the customer service representatives he spoke with were correct when stating that repairs made without our prior approval are not eligible for coverage. This is stated in section A-1 and also page 3 of the Agreement: "2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid."
In order to receive reimbursement, we request that Mr. [redacted] submit his receipt to [redacted]@2-10.com or via fax to [redacted] Upon receipt of the invoice we will process the reimbursement check which Mr. [redacted] will receive within 7-14 business days.
We would like to thank Mr. [redacted] for bringing his concerns to our attention as we do take these matters seriously. We look forward to serving his future warranty needs.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Accepted

Complaint: [redacted]
I am rejecting this response because: Does not have the facts right, but does not surprise me.  I have wasted to much of my time with this "company", the more I communicate with them, the more more they sound like scammers. You know that "you get for what you pay..."I realized that home warranty are not worth the cost and/or peace of mind...  "[redacted] filed against [redacted] in [redacted]., illustrates why.  The state’s complaint says that far too often, warranty claims are denied because the company says the problem was pre-existing. Or, the claim is denied because the consumer can’t prove that a broken item was properly maintained."  Retrieved from [redacted] Sounds familiar? 
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on February 2, 2017, Ms. [redacted] reported her refrigerator was leaking. On February 8, the independent contractor, [redacted]'s Home Services reported the capacitor shorted and they were authorized to replace the capacitor. On February 22, Ms. [redacted] advised she was still having an issue with the refrigerator and a possible recall visit was set up for [redacted]’s to revisit the home. On March 3, [redacted]’s reported there were no failures found with the refrigerator. The representative noted she called Ms. [redacted] but there was no answer and no voice mail.
 
On March 14, Ms. [redacted] called in and it was explained that the contractor found no mechanical failures. Ms. [redacted] disputed this. Later that afternoon, [redacted]’s called in and advised the compressor is not running to capacity even with a starting device added. The contractor felt weary about replacing a compressor on an ** refrigerator. The compressor issue was new information for HBRWC. [redacted]’s was sent to our contractor relations department to address this unnecessary delay. Per the Terms & Agreement; B-9 “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.” However, HBRWC will do everything possible to expedite service/repairs.
 
The representative promptly dispatched the independent contractor, [redacted] but they were not able to service for 2-4 days. The representative offered the option of waiting for [redacted] or take a repair cash out option of the compressor. Ms. [redacted] found the cash out amount unacceptable and would like a contractor to install the compressor. [redacted] accepted the dispatch and on March 17 reported the compressor needed to be replaced due to it shuts down. [redacted] was authorized to replace the compressor. [redacted] supplies all of their own parts. On March 21, a representative of this department called [redacted] as to the status of the order and when repairs will be made. The [redacted] representative stated there was no ETA on the parts so she could not confirm installation. The representative called Ms. [redacted] and offered a comparable replacement refrigerator or the equivalent buyout. Ms. [redacted] accepted the replacement buyout.
 
We would like to apologize for any inconvenience Ms. [redacted] has experienced due to the length of her refrigerator claim.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on July 13, 2017, [redacted] reported her upstairs air conditioner will not turn on. On July 14, 2017, the dispatch department located a contractor but they could not service until August 1, 2017. [redacted] called in and she was given the option to wait for the contractor or she could get a contractor out of our network; she decided to wait.  On July 17, 2017, she decided she could not wait and the guidelines for using a contractor out of our network were emailed to her.
 
On July 17, 2017, [redacted]’s contractor reported a failed capacitor and leaks in the evaporator and the compressor fittings. Her contractors total cost to replace was much higher compared to HBRWC’s standards. The representative quoted the network price. [redacted] decided to see if we could locate a network contractor. Another contractor, [redacted] was located and could service on July 22, 2017 or she could wait for the contractor for the first week in August. [redacted] called back stating she has not been able to reach [redacted] and they have not called her and she would like to proceed with her contractor. The representative offered a cash buyout, so she can put the amount toward the cost to repair or replace her system. [redacted] accepted the cash buyout offer.
 
We do regret that on occasion, when temperatures increase significantly in an area, the independent contractor’s experience an unusually high volume of calls and are booked or cannot service in the time allotted. We do apologize for this inconvenience. 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 (“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 on January 27, 2017, Mrs. [redacted] reported 2 claims. Claim # 1 “The sink is slow draining in the main level guest bath”, this claim was set up as a snaking claim. Claim #2 “the toilet is not flushing in the main level guest bath”. The independent contractor, [redacted] did the diagnostics for both claims. On claim 1, the technician reported the pop up assembly seal is leaking underneath the pedestal sink and it needs to be replaced. The pop up assembly is part of the faucet. When this claim was called in, we were not aware the issue was with the faucet pop assembly and not a snaking claim. Per the Agreement on page 5 under Plumbing “Supreme Protection (OPTIONAL COVERAGE, IF PURCHASED) Faucets and faucet handles, including shower heads and arms”. The Supreme Protection option was not purchased. The representative called and advised Mrs. [redacted] that the pop up assembly was not eligible for coverage. Concerning the second toilet claim, the contractor was authorize to make the repairs to the toilet.
 
HBRWC apologizes to Mrs. [redacted] for any experience she may have had concerning disconnected phone calls. We strive to provide superior home warranty protection and customer service. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service. The first contactor that showed a lack of professionalism/courtesy towards the [redacted]’s has been sent to our contractor relations department to address.
 
The faucet claim is not a covered item under the [redacted]’s Agreement and we regret we are unable to provide coverage for it. Due to the [redacted]’s dissatisfaction of the claims handling process, as a gesture of goodwill, we have reimbursed their $100 service fee. It will take approximately 10 to 15 business days to receive the check.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on September 13, 2016, [redacted] reported the garage door opener is not working. The representative that took the information states at the homeowners own admission, this was an issue prior to her purchasing the home. The claim was denied due to the failure occurring prior to the warranty going into effect. [redacted] disputed. It was decided to send out an independent service contractor [redacted]. The technician reported the motor heats up and it hums but the motor won’t turn. The contractor was authorized to replace the garage door opener. A supervisor called [redacted] and received her voice mail. She left a message with her direct line. She may call the supervisor back if she has any further concerns.
 
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

Final Consumer Response /* (2000, 7, 2015/07/20) */

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

respond.   Our records indicate on June 18, 2016, [redacted] reported her washer does not complete cycles. Independent service contractor, Freeman Heating was dispatched to the home and found the drain pump shorted out and not allowing the washer to complete the cycles. The contractor was authorized to replace the drain pump and the parts were ordered. On July 5, 2016, [redacted] called in advising us the contractor replaced the drain pump and found additional failures with the control board. A call was placed to the contractor. We were able to confirm the additional failure and obtain the part number of the control board and the board was ordered.   On July 18, 2016, [redacted] called in justifiably upset because the contractor keeps setting appointments with them to install the control board but they do not showing up. There were numerous attempts to get a hold of the contractor. Dispatching a different contractor would delay the claim further. A representative of this department contacted [redacted] and confirmed the washer has been repaired and is working. As a goodwill gesture, his $100 service was reimbursed to him.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of repairs of his washer. The contractor was passed along to our contractor relations department to address.  We thank [redacted] for bringing this matter to our attention 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 claim. Thank you for the opportunity to...

review and respond.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced. We have sent this to our coaching and development team so the representative may learn from her mistake. HBRWC strives to provide fast, reliable, friendly service. We would like to thank her for bringing her concerns to our attention as we do take these maters seriously.
 
In [redacted]’s desired settlement, she requests that we pay her service fee to the contractor due to the representative’s mistake. HBRWC has waived [redacted]’s service fee. HBRWC will pay the service fee directly to the contractor.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation