2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11135245 by [redacted]. We have located [redacted] 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 November 16, 2015, [redacted] reported his dishwasher was not turning on. Independent service contractor A Affordable Appliance Repair (“A Affordable”) was dispatched to the home to evaluate the dishwasher further. On December 1, 2015, A Affordable reported the wash motor, drain pump, heat element and main board burnt out. A Affordable costs to supply the parts were way out of line and they would not allow us to supply the parts. A Affordable did not mention to HBRWC that the dishwasher should be replaced. It was determined to dispatch a second opinion pursuant to B-14 “We reserve the right to obtain an additional opinion at our expense.” It is HBRWC policy to call a contractor when we are seeking a second opinion. The representative did not call out but instead dispatched another contractor. This did delay the claim. Independent service contractor, [redacted] Appliance Repair (“[redacted]”) was dispatched December 28, 2015, [redacted] diagnosed the dishwasher on January 4, 2016. The technician found the wiring harness shorted out causing it to melt which caused the wash motor to burn out and they ordered the parts. Mr. [redacted] called in January 16, 2016 upset with the lengthy delay of this claim. A call was placed to [redacted], they advised that both parts were on factory back order. Immediately, this was sent to our parts inquiry department who were able to locate the parts and order them. On January 29, 2016, Mr. [redacted] called in to put in a complaint about [redacted] when they came out to repair the dishwasher. The complaint had been submitted to our contractor relations department to review. In Mr. [redacted] complaint, he states he is still having issues with his dishwasher. A representative of this department has called him and left a message as well as email him. In the email, an offer to reimburse for the electrician invoice, his choice of 3 dishwashers to choose from as a replacement and as a gesture of goodwill, the reimbursement of his service fee. We are waiting for his decision. HBRWC would again like to apologize for any inconvenience Mr. [redacted] may have experienced. HBRWC strives to provide fast, reliable, friendly service and anything less is unacceptable. We have acknowledge there was some mistakes made in his customer service experience as well as the length of this claim. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We would like to thank him for bringing his concerns to our attention as we do take these maters seriously. We look forward to hearing from him. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on November 22, 2016, Mr. [redacted] reported he has leaks and there is dampness. The independent contractor, [redacted] was dispatched to the home.
 
On November 27, 2016, Mr. [redacted] called and wanted us to contact the Plumber to get approval to cut into the drywall in order to diagnose. Mr. [redacted] was advised of the maximum of $500 for concealed pipe leaks and the representative called the contractor and left a voice message giving the approval. The contractor reported they made a 2.5'x1.5' drywall access to diagnose and found a pipe leaking from corrosion. The contractor was authorized to replace 2’ of pipe.
 
We regret that we are unable to address the consequential water damage to the floors and the drywall. 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 replace homeowners insurance. 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.” In Addition, B-9 “We are not liable for failure to provide timely service due to conditions beyond our control;”
 
On November 30, 2016, Mr. [redacted] called stating the drywall is not fixable because of its condition and wanted the cash out. The represented offered $75 for the hole which is our network contractors cost to patch the drywall to a rough finish. Per the Agreement under the Terms & Conditions B-6 “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.” Mr. [redacted] disagreed with this amount because of the consequential water damage. A representative of this department called Mr. [redacted] and received his voice mail. A message was left that we can still dispatch a drywall contractor to repair the hole made by APW up to the remaining maximum. (If the hole is not repairable, the drywaller could bid for the portion of the drywall that is not eligible/consequential) or he can take a cash out of $125 (the amount a network charges for larger holes). Concerning the Agreement, our notes indicate the Agreement was originally mailed to Mr. [redacted] on February 4, 2016. The representative sent a copy of the Agreement to Mr. [redacted].
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] may have experienced. We value his business and we look forward to hearing from him soon.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/12/02) */
The Office of the President at Home Buyers Resale Warranty Corporation 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.
HBRWC would like to begin by sincerely apologizing by any frustration or inconvenience that Mr. [redacted] may have experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We acknowledge Mr. [redacted]'s statements regarding the customer service representatives that he spoke with and will have these addressed internally. We further acknowledge Mr. [redacted]'s dissatisfaction with the contractors at the property and will have this reviewed further and addressed as well.
Our records indicate that on November 5, 2015 the initial denial for Mr. [redacted]'s water heater was overturned. The water heater was replaced the following day, as verified by Mr. [redacted] on November 9, 2015. In addition the PRV was eligible for coverage and replaced.
We would like to thank Mr. [redacted] for bringing his concerns to our attention as we do take these matters seriously. At this time, we have verified that his desired resolution to have the water heater replaced through HBRWC has occurred. We look forward to serving any future warranty needs that he may have.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on December 11, 2016, Mr. [redacted] reported a gas smell/leak in the home. He called the gas company and they could not determine if it was the water heater or the furnace since they were so close together. The independent contractor [redacted] was dispatched to the home and reported the heat exchanger is cracked and not able to test fully since the gas was off and the gas company had advised a pressure test is needed for the entire home. HBRWC only check and repair gas line leaks to the furnace and the water heater. We do not test all gas lines and appliances for the entire home. The representative informed Mr. [redacted] to have the lines tested, call the gas company so they can go back out and turn the gas on, then contact us so we can get the ball rolling on the furnace issue.
 
It was decided to replace the furnace. On December 13, 2016, Mr. [redacted] accepted the out of pocket costs and the furnace was ordered and shipped to the contractors shop. By December 21, 2016, the contractor had stated he still had not received the furnace. The furnace was tracked. The delivery company, [redacted] reported that they left the furnace on the dock at the contractor’s place of business. There was no one there to sign for it. The furnace was never located. Another furnace was ordered and the contractor has reported that the furnace was installed on December 22, 2016.
 
We do empathize how frustrating it can be without heat and hope Mr. [redacted] understands that there are some things that are out of our control. We had no control over the first furnace being misplaced or stolen. This is explained in the Agreement in the Terms & Conditions B-10 “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, labor difficulties or scheduling difficulties between you and the service contractor.”
 
HBRWC apologize to Mr. [redacted] for the experience he has had concerning this claim. We work very hard to prevent situations like this. If Mr. [redacted] is still considering cancelling his Agreement with HBRWC, he may send a written request to [redacted]. The Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requests. Such requests must be received in writing. You may cancel this Service Agreement at any time (send your written request to us at [redacted])...If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
 
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 11442770 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable ice maker claim. Thank you for the opportunity...

to review and respond. Our records indicate on March 19, 2016, [redacted] reported on line, his side by side ice maker is not working. Independent service contractor, Sears was dispatched to the home to diagnose the ice maker. On April 5, 2016, Mr. [redacted] called in stating Sears has been out four times. They replaced the ice maker, then they replaced the defrost timer. Once the defrost timer was replaced the freezer went down and hasn’t been freezing properly. The representative advised Mr. [redacted] that the only notes on the account were from when he submitted the claim. We had not received a diagnosis from Sears. Sears was sent to our contractor relations department for status. Due to the issues Mr. [redacted] was having with Sears, the representative dispatched independent contractor, American Appliance Services to the property. On April 19, 2016, American Appliance reported that the refrigerator and the freezer are separate units, meaning they are side by side but are standalone units with separate model #’s and serial #’s. The ice maker is located in the Freezer unit. Standalone freezers are not eligible for coverage. If Mr. [redacted] would please refer to his Agreement, page 4 under Excluded: “freezers which are not an integral part of the refrigerator.” In light of this new information. The representative that took American Appliance diagnostics, immediately called Mr. [redacted] and left a voice message to explain that the standalone freezer is not eligible for coverage. This was new information from American Appliance that we were not aware of. We respectfully disagree with Mr. [redacted] statement. It was found that this is a standalone freezer within a month of the claim and he was notified by voice mail. If an appliance is eligible for coverage, regardless if it needs to be re[redacted]red or replaced, we would honor the Agreement. A representative called Mr. [redacted] and received a voice mail. A message was left that his service fee has been reimbursed. We do apologize for any frustration or inconvenience [redacted] may have experienced.  2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement. We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously.  We look forward to serving his future warranty needs. Sincerely, Office of the President 2-10 Home Buyers Warranty of Virginia, Inc.

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) 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 18, 2017, [redacted] reported his air conditioner is not cooling. The independent contractor, [redacted] was dispatched and reported “online” a shorted run leg in the compressor causing the compressor to draw too many amps and the fuses trip. [redacted] requested a Scroll compressor to be shipped to their shop and the compressor was ordered. On August 3, 2017, [redacted] called us and advised they needed a reciprocating compressor. The reciprocating compressor was ordered. A call was placed to [redacted] and they acknowledged their mistake. On August 7, 2017, [redacted] advising they replaced the compressor, then the condenser fan motor would not come on. [redacted] was approved to replace the fan motor and blade.
 
Then on August 11, 2017, we were notified that [redacted]’s air conditioner was, again, no longer cooling. [redacted] was not sure what the problem could be. This time we dispatched [redacted], who reported “online” there is a leak in the evaporator coil. The coil needs to be replaced. The technician requested an upflow slab coil. [redacted] was approved to replace the coil and HBW ordered the slab coil. On August 31, 2017, [redacted] advised they need a coil that must be less than 18 inches due to the tight fit. A smaller coil was ordered. On September 8, 2017, [redacted] called in and stated that the system is now void of Freon and the compressor has burnt out. The compressor may have burnt out due to being run without refrigerant. The compressor was ordered and [redacted] has received it. A representative of this department contacted [redacted] on the status. The office personnel advised they originally scheduled for install of the compressor for 9/29/17.however the weather in [redacted] has been too cold. [redacted] has rescheduled for 10/5/17, weather permitting. [redacted] has been in continuous contact with [redacted].
 
We acknowledge that there were opportunities to provide [redacted] better service. The delays when the contractors ordered the wrong parts were preventable. We do depend on our contractors to provide the most specific details when ordering online, including part #’s, dimensions, etc. when requesting a part. 2-10 HBW orders what the contractor’s request. Unfortunately the 2 orders were incorrect and we apologize for this delay. There are some things that are out of our control. We had no control over the incorrect requested orders by the contractors. This is stated in the Agreement in the Terms & Conditions; E-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.” [redacted] has been sent to our contractor relations department to address the contractor.
 
HBRWC apologizes for the inconvenience and delays caused by the contractor assisting with the service of the air conditioner. We value [redacted]’s business and we look forward to serving his future warranty needs.
 
Sincerely,
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat  satisfactory to me. I find it unsatisfactory  that your employees do not all take their jobs seriously, but I will be writing to cancel this and go with another company, that considers every call important. 
Sincerely,
[redacted]

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

opportunity to review and respond.
 
Our records indicate on August 25, 2016, [redacted] reported issues with both the upstairs and downstairs air conditioners. The independent contractor, [redacted] was dispatched to the home. The only issue with the upstairs was the condensate drain line was clogged and 1 lb. low of refrigerant. On August 29, the contractor reported the blower motor has shorted out on the downstairs unit. The contractor was authorized for the labor. The blower motor information was sent to parts inquiry to locate the ECM motor. The motor was ordered on September 1. On September 7, a representative was assigned to this case. She called the supplier to find the motor was ready for pickup. The representative called and left a voice message on both phone lines with the [redacted]’s apologizing for the delay and explaining the motor is ready for pickup up for the contractor, the contractor has been advised and once he has it in hand, he will schedule for install. There was further communication between Mrs. [redacted] and HBRWC concerning the delay. A second phone call was placed to the contractor reiterating that the motor is ready for pickup and install. Temp cooling reimbursement was offered to the [redacted]’s due to the temps in the area. There was a scheduled appointment for install of the motor on September 13, but the contractor and Ms. [redacted] had missed each other. Mrs. [redacted] has requested a complaint be filed against the contractor. The contractor has been sent to our contractor relations department to be addressed. It has been confirmed that the blower motor has been installed on September 14, 2016 by both the contractor and Mrs. [redacted].
 
HBRWC apologizes to [redacted] and [redacted] for the experience they had concerning the delay in this claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. The [redacted]’s concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/08) */
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 Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
On April 16, 2015 the federal government updated the National Appliance Energy Conservation Act (NAECA). Under these changes, 75 gallon water heaters must be upgraded to heat pump style water heaters. Such water heaters are taller and require space of at least 10 ft x 10 ft to ensure correct air flow. They also require major modifications to the venting and ductwork, more insulation than standard 75 gallon gas water heaters, and installation of a drain and/or condensate drain pump.
We regret that HBRWC does not offer coverage for upgrading the water heater to such a system pursuant to section B-3 which states, "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances." This is in conjunction with section B-2 which states, "We are not responsible for upgrades or matching color or brand."
For this reason, HBRWC offers two options to a customer with a 75 gallon water heater. The first is to offer cash in lieu of repairs for the total that HBRWC would pay to replace with a like-kind 75 gallon gas water heater. If a customer prefers to have the water heater replaced, the alternative is that they may accept having a contractor install a smaller 50 gallon water heater which does not have the same NAECA restrictions as that of the 75 gallon. While there are non-covered charges associated with replacing with a 50 gallon water heater, they are substantially less than the costs associated with upgrading the unit to match the NAECA requirements.

We apologize if there is any confusion regarding changes. We would disagree with Mr. [redacted]'s statement that HBRWC changed out policy. The Agreement that Mr. [redacted] has does explain our coverage as it related to federal requirements, and the language of the Agreement was not altered in any way. Section A-2b of Mr. [redacted]'s Agreement explains that HBRWC may offer cash payment instead of repairs or replacement when, "Following a response to a covered breakdown, the system or appliance would remain non-compliant with laws, regulations or code requirements." The option of downgrading to a 50 gallon is also offered as a gesture of goodwill since some customers have expressed a preference for this possibility.
Our records indicate that on September 2, 2014 Mr. [redacted] accepted the $1330.28 offered in lieu of repairs. As such, HBRWC has fulfilled the terms and conditions of the Agreement as stated above, and are not able to be of further assistance with the replacement of the water heater. We appreciate Mr. [redacted] bringing his concerns to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to know why the people from whom I purchased this plan from did not notify me about the changes affecting my insurance. They know what equipment I have, and should have sent out information about the changes. To replace my water heater and pay for labor and materials cost 1600 total. I was told that I would be getting a refund on the deductible I paid, which I haven't yet received.
At this point I don't even know if I can purchase new appliances and have 2-10 cheat me out of paying for repairs. After 3 weeks of inaction on the part of 2-10 I was forced to take the buyout because I needed hotwater in my home. I could not get expedited service from the plumber because apparently not having hotwater is not an emeregency and regardless of the fact that I pay for insurance I would have had to pay for expedited service to have someone tell me what I already knew, my hot water heater is busted.
The woman from the office of the president is off her rocker becuase this happened in 2015 not 2014, and the initial call on the water heater going bad was made on September 6, 2015. How can anyone trust an organization that clearly doesn't keep correct records.
Final Consumer Response /* (4200, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their statement is a typical corporate response. They're demeaning to their customers by saying they can't educate customers about changes as if we are all is. I asked to be notified of a change effecting my policy, not to be treated like an is.
I was told by customer service that I would receive a refund on my deductible as well, that hasn't happened. Was I just told that lie to get me off the phone? Even a simple Internet and Yelp search shows how many other people view 2-10, and that the service is dubious due to the fact that they determine repairs based on their bottom line. They'll find any way to get out of paying for a repair.
I want what was promised to me by a supervisor at 2-10, a refund on my deductible and then I'll see if it is worth the hassle to maintain insurance with such people.
Final Business Response /* (4000, 13, 2015/11/05) */
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 and respond.
We apologize if Mr. [redacted] was offended in any way. At the same time, what HBRWC stated in our previous response is correct. It is not possible to update a customer on every change in code requirements that occurs on a federal and/or local level, and nowhere in Mr. [redacted]'s Limited Home Service Agreement does it state that HBRWC will notify of changes.
Mr. [redacted]'s service fee was reimbursed as part of the lump sum of $1330.28 that was authorized. The original amount that HBRWC offered to Mr. [redacted] was $1255.28, but this amount increased after his $75 service fee was added. As such, he will not receive a separate check for that amount as it has already been reimbursed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/14) */
The Office of the President at 2-10 Home Buyers Warranty of [redacted], Inc. ("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX 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 confusion or miscommunication that may have occurred during the claim handling process. Our records indicate that on April 27, 2015 Ms. [redacted] placed a claim for her dishwasher. The independent service provider American Appliance was dispatched to offer service. On June 17, 2015 the contractor billed HBWVA for their time at the property. In doing so, they did not follow the correct procedures of contacting HBWVA to report failures to non-eligible items. We apologize for this error, and will have the matter evaluated internally.
On August 3, 2015 Ms. [redacted] contacted HBWVA'S customer service to inquire with more information. At that time, she was advised that she would be contacted by our Customer Care department after they are able to review the claim further. The spray arm was initially denied as the service contractor reported it as a missing item, which is not eligible per B-8 of the Agreement. However, Ms. [redacted] agreed to submit photographs showing this was not correct, and the denial was overturned. We apologize for the delay that occurred.
Upon verifying the eligibility, HBWVA did reimburse Ms. [redacted]'s service fee due to the delay she experienced caused by the contractor not contacting HBWVA with their diagnostic. Ms. [redacted] may expect this check to arrive by September 17, 2015 if it has not been received already. Should Ms. [redacted]'s spray arm repair cost more than the $100, she may submit receipts to [redacted]@2-10.com so we may review for further remuneration. We would like to thank her for bringing her concerns to our attention as we do take these matters seriously, and we look forward to serving Ms. [redacted]'s future warranty needs.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of [redacted], Inc.

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
Concerning the emergency status. Mr. [redacted] placed his claim thru our automated interactive voice response system. In order to place an emergency claim, the claim must be called in with an explanation as to why he feels his claim should be set up as an emergency. When there is a cold snap in an area, the entire area can be classified as a state of emergency, the HVAC network contractors experience an unusually high volume of calls, they are booked and cannot always service in a timely manner. If a claim is set up as an emergency, we are not always successful in our attempt to locate a contractor within 24 hours. If a homeowner does not want to wait for our contractor, he can use his own, but the guidelines for using a contractor out of network must be followed. The emergency guidelines are located on page 3 of the Agreement
 
“In the case of an emergency...
An emergency request 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. With
emergency requests, we will expedite service and attempt to initiate
service within 24 hours.”
 
The representative that is assigned to Mr. [redacted]’s case has reimbursed his contractors cost.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/08/14) */
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 Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that on June 5, 2015 Ms. [redacted] was advised that she would receive $620 in reimbursement for the replacement of her water heater. At that time, we were waiting for an invoice verifying work was completed and the installation had been paid for by Ms. [redacted].
Upon learning that Ms. [redacted] did not have such an invoice, HBRWC agreed to process her reimbursement as a "buyout". This means that we issued a check without confirmation that repairs had been completed. At this time, Ms. [redacted] accepted this method and verified she understood that HBRWC would not offer further coverage for the water heater for the remainder of this contract year. This is pursuant to section A-2a of the Agreement which states, "Instead of performing repair or replacement services, we may pay you cash... Such offers are typically made subject to restrictions." The buyout check was processed and cut on July 30, 2015, and Ms. [redacted] should have received this check as it usually takes 7-14 business days for a check to be received in the mail.
We sincerely apologize for any frustration or miscommunication that may have occurred during this process. We acknowledge that Ms. [redacted] was not advised to submit an invoice for work completed and that this led to a delay in the check being processed. HBRWC strives to provide fast, accurate service and we will have this matter evaluated internally due to the error.
HBRWC would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters very seriously. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:the leak that was fixed was behind the washer and dryer. The water heater issue/leak has not been fixed. I called multiple times to explain this to 2-10 but got rejected every time. I even requested to put a new work order in for the water heater issue but the employee said “well have the contractor call to see if this can be resolved.” They have refused time and time again to get this problem resolved. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I will be submitting the invoice from the emergency plumbing as requested. I cannot say I will accept this response until I see if they take any action whatsoever on my request for reimbursement, since it was previously denied by phone. Regarding the appliance repair, I was told by the repairman that the seal needed to be replaced. This is apparently either not mentioned on their report to the warranty company or ignored. I am not sure how you can say that a cracked door and a improper seal is definitely due to damage on my part and is not part of general wear and tear. I was told over the phone that it was unequivocally determined that I somehow "smashed" the refrigerator door and damaged it myself. It also continues to disappoint me that I was never informed of the warranty company's denial on the claim. Online when I checked the status, it was marked "repair complete."  I have no desire to pay another $75 and lose 4 hours of my work wages waiting on another appliance company when it doesn't seem 2-10 interprets the repair company's' finding in their best interest instead of the consumer's. Both the plumbing company and the appliance company that are apparently exclusively used by the warranty company are rated less than 2 starts on every online customer rating site. I am not sure how 2-10 thinks they will provide adequate service with inadequate contractors. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If there was a problem or issue with the contractor that I hired then why didn't the 2-10 agent voice that at the time.  The contractor called 2-10 per their request and provided the information they asked to get the job approved.  If further information was needed to approve the contractor's amount then 2-10 should have voiced that. At no time did 2-10 tell the contractor that they needed a more indepth/thorough breakdown of the repair.  2-10 never disclosed to me on the phone when they provided me with a breakdown of cost for materials and repair that they were getting any materials at a discounted rate.  The agent told me that the water heater that their contractor was approved to get would cost $700-800 not $400-500 as stated in their response.  The size of the water heater was never disclosed either.  We had a 50 gallon water tank in the home so why would we replace the tank with a 40 gallon water tank.  Futhermore, my contractor sent over the invoice that stated replace one 50 gallon water tank and 2-10 did not question the work at that time either.  They gave us the go ahead to move forward which we did, now they simply don't want to reimburse and that is unprofessional and dishonest.  Additionally, 2-10 sending a check for $60 does not suffice because they took $75 from the amount that was supposed to be reimbursed to me. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/06/13) */
The Office of President at[redacted] ("[redacted]") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Mr. [redacted]' Limited Home Service Agreement and applicable claim. ...

Thank you for the opportunity to review and respond.
We sincerely apologize for any frustration or inconvenience that Mr. [redacted] experienced during the claim handling process. At this time, [redacted] has authorized a second contractor, [redacted], to repair the swimming pool. On Friday, June 12th [redacted] stated they would initiate repairs beginning on Saturday June 13th. These repairs will include replacing the filter, turbo valve, and 9 pop up heads. The contractor has also been authorized to correct the plumbing and add new sand to the filter. [redacted] will also be assisting Mr. [redacted] with costs associated with cleaning the pool and removing any sand that lies at the bottom of the pool.
As this is an ongoing situation, [redacted] will continue tracking this claim to completion. We will update Mr. [redacted] with new information as it becomes available. In the meantime, Mr. [redacted] has been notified that his primary contact from this point forward will be [redacted] telephone number[redacted], who he may call at any time with further questions or concerns. We do thank Mr. [redacted] for bringing his concerns to our attention.
Sincerely,
[redacted]
Office of the President
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate the exhaust fan is actually an over the range vent hood. There is no Brand or model number on the vent hood. Parts research would not be able to order parts without this information. If Mr. [redacted] was told parts were ordered, the representative was in error as you cannot order parts without a Brand and model number. On September 29 we did ask Mr. [redacted] for pictures and measurements of the vent hood. We did receive close up pictures of the vent hood from Mr. [redacted] but not the measurements. On December 11, parts research called the [redacted] residence and received their voice mail. The representative left a message requesting clear pictures of the unit as a whole and of the measurements of the unit from left to right. Parts research is still waiting for this information. It is not 2-10 HBW fault the Mr. [redacted]’s vent hood did not have the model number as this is what has delayed the claim. Mr. [redacted] can call claims management at 1-800-482-4776 and reference work order [redacted] if he has any further questions on what is needed, email address, etc.
 
Concerning Mr. [redacted]’s air conditioner claim. The independent contractor, [redacted] ordered the wrong evaporator coil. The correct coil was ordered with an ETA of 9/27/17. On October 9, [redacted] advised that he has gone to the supply house and the part was not there. Purchasing contacted the supplier and they told the 2-10 representative it was ready for pick up. [redacted] was notified the coil was ready for pickup in order to complete repairs.
 
It was not until December 8, when Mrs. [redacted] called in requesting status as to the contractor had never come back to complete the job. The 2-10 representative contacted [redacted] and he advise it was only 30 degrees to do repairs on the air conditioner. Then [redacted] was being non responsive. 2-10 HBW was not aware the [redacted] had still not completed the repairs. After this notice was received, 2-10 HBW found it best to dispatch a different contractor as 2-10 HBW feels [redacted] is not doing their due diligence in getting the repairs completed. The new independent contractor, [redacted]  [redacted] has been dispatched under work order [redacted]. [redacted] has tried both phone numbers to reach the customer and he did leave a voice message to schedule. We request Mr. [redacted] call [redacted]s back in order to diagnose and complete the work. If Mr. [redacted] decides he does not want the work completed, he can request a cash buyout.
 
We do require all of the independent contractors is to provide our customer’s fast, reliable, professional service and anything less is unacceptable. We acknowledge that some of the delay that occurred on the air conditioning was preventable by [redacted] and we will have this matter investigated further internally. All of the contractors that are utilized by 2-10 HBW are independently owned and operated and not employees of 2-10 HBW. There are instances where an independent contractor will be non-responsive, will delay getting back to us or will drop a claim. Issues like this are out of our control. This is located in the Agreement under the Terms & Conditions B-10; “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, labor difficulties or scheduling difficulties between you and the service contractor.”  We will promptly do everything possible to expedite the service/repair with the new contractor, [redacted].
 
We regret we will not be refunding the service fees as the service fees are paid directly to the independent contractors for their travel and diagnostic time. The service fees are kept by the contractor and not transferred to 2-10 HBW. 2-10 HBW apologizes for the inconvenience and delays. We look forward to hearing from Mr. [redacted] soon.
 
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 June 27, 2016, [redacted] reported a pipe is leaking down below into the kitchen when the shower is running. Independent service contractor, [redacted] was dispatched to the home and reported he cut a hole for access to diagnose where the leak was coming from. He determined it was not a plumbing issue but a tile grouting issue. When the tile gets wet, the water leaks through because the tiles are in need of sealing. Resealing/caulking the tile is not eligible for coverage. Per the Agreement on page 5 under EXCLUDED: “caulking, grouting” In addition Since caulking is not a covered service, restoring the drywall holes is not eligible for coverage per the Terms & Conditions; “B-6 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.” When a claim is not eligible for coverage, we do not dispatch a contractor to repair the drywall. In instances such as this, HBRWC offers the customer $75 to put toward the repair of the drywall. Mr. [redacted] was offered this amount.
 
A representative of this department contacted [redacted]. He has received an estimate for the repair of the drywall. Our contractor had cut two holes in odd shapes to where it was more costly to repair. We are understanding of [redacted] situation and have agreed to a larger settlement to put toward the repair of the drywall. This matter has been resolved satisfactory with both parties.
 
HBRWC apologizes to [redacted] for the customer service experience he has received as well as the delay in an explanation. There have been new hires training on the floor that are still in the leaning stages. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/24) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") is in receipt of the rebuttal submitted under case XXXXXXXX by [redacted]. We have located Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and response.
We apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. HBWVA did not have any contractors in the immediate area available to service Mr. [redacted]'s refrigerator claim, and regret that finding a contractor did require research to locate a contractor outside our network of service vendors. It is the policy of HBWVA to notify customers during such occurrences. We have verified that did not occur and will have this addressed internally to prevent future error.
If Mr. [redacted] wishes to cancel with our company, he must send an email to [redacted]@2-10.com confirming this request in writing. Any refund provided will be pursuant to section F which states, "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement for the unexpired term will be refunded to the party purchasing the Agreement."
We would like to thank Mr. [redacted] for bringing his concerns to our attention so we may evaluate this matter further. We apologize again for any inconvenience that may have occurred.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of Virginia, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

respond.
 
Our records indicate on November 11, 2016, Mr. [redacted] reported a GFI and Breaker panel as well as wiring issues. An electrician was dispatched and repaired the GFI in the kitchen. The electrician found power going to the gas oven but the oven would not ignite. The electrician said this is an appliance issue. A claim was set up for the gas oven and the contractor, [redacted] was dispatched and reported the igniter and bake element is tripping and main board had failed. The technician further reported the oven is less than one years old and under manufactures warranty. Per the Agreement under the Terms & Conditions B-12 “We do not repair items covered under the manufacturer’s warranty unless Supreme is purchased.” Mr. [redacted] did not purchase the Supreme protection. A call was placed to the manufacturer, [redacted] and they could not confirm this unit was registered and under manufactures warranty. Mr. [redacted] stated [redacted] caused property damage to his hard wood floor from the movement of the stove. Due to the allegations, this claim was sent to our contractor relations department. A contractor relations representative contacted Mr. [redacted] and it was agreed to send out a different contactor due to the property damage allegations and because the contractor couldn’t tell if the unit was under MFW. The representative explained to Mr. [redacted] that the property damage can work 2 ways. Mr. [redacted] can work with the contractor to fix the floor or we can provide the contractors insurance information to him and he can file a claim against their insurance company. Mr. [redacted] has the representative’s direct email to forward the pictures of the property damage. Mr. [redacted] chose to send in the pictures and go through the contractors insurance. Contractor relations released the insurance information to Mr. [redacted]. Per the Agreement under the Terms and Conditions B-6 which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” The alleged property damage is not eligible for coverage under the agreement. This is the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured.
 
The independent contractor, [redacted] was dispatched and also reported the range is under Manufactures warranty. The technician states the breaker is tripping because the wiring harness does not have a good ground. He would need to replace the wiring harness. This information was sent to our appliance expert to confirm the manufacture warranty and the failures since both contractors had different diagnostics. It was found the range has a 1 year manufactures warranty but the owner must show proof of purchase. Since Mr. [redacted] is new to the home, he did not have this. [redacted] will not honor the warranty if there is no proof of purchase. Since both contractors had different diagnostics and it was confirmed Mr. [redacted] could not go through the manufacture without the proof of purchase. Mr. [redacted] was offered a comparable replacement or a replacement buyout. We are presently awaiting his decision.
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] may have experienced. We value his business and we look forward to hearing from him soon.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation