2-10 Home Buyers Warranty

Complaint: [redacted]
I am rejecting this response because: I never was given a written contract from Home BuyerS Warranty to sign or to look over. I was never in a contract with Home Buyers Warranty I have not received ANY PAYMENTS from home buyer warranty. As I have previously stated. I contacted Home Buyer Warranty first before contacting my bank. I have previouly answer all these question in my last answer Home Buyers warranty is repeating what was in the last response. Home Buyers Warranty has called my cellphone repeatedly call back to back call harassing me. 
Sincerely,
[redacted]

2-10 Home Buyers Warranty (“2-10 HBW”) is in receipt of the inquiry submitted by [redacted].  Thank you for the opportunity to review and respond.
 
We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced thus far.  As the administrators...

of the warranty, 2-10 HBW is a neutral party that assists with communication and conciliation between the Homeowner and the Builder.  As such, while we cannot guarantee that a Builder will agree to repair an item that is submitted, we will work with the homeowner and the Builder to have these items addressed and to ensure the Builder provides a position on how they intend to proceed.
 
We do acknowledge that at this time, 2-10 HBW has not received an update from the Builder, [redacted] (“[redacted]”), with a definitive timeframe to address the items in need of repair.  [redacted] had previously stated that [redacted] would be assisting [redacted] with having the items she submitted in her complaint addressed after his visit on July 10th.  In order to continue to work towards resolution, 2-10 HBW reached out to [redacted] on August 10th, and requested they provide an update with their position within no more than 15 days.  If 2-10 HBW does not receive a response in that timeframe, a Final Notice will be sent.
 
Throughout the remainder of this process we will actively strive to provide better communication with [redacted].  We would like to thank [redacted] for bringing her concerns to our attention and look forward to assisting her further.
 
Sincerely,
[redacted]

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

and respond.
 
Our records indicate on June 24, 2016, [redacted] reported online that his air conditioner is not cooling. Independent service contractor, [redacted] was sent a dispatched to service the home. On July 27, 2016, [redacted] called in for status and the dissatisfaction with the delay of the claim. A call was placed to the contractor but they refused to submit the diagnosis on line. They were sent to our contractor relations department to address their concerns. Due to the heat wave, we were not able to find any other contractors to service in a timely manner. [redacted] requested to use his own contractor. He was explained the out of network contractor guidelines. His contractor called in with the diagnosis. He was approved to make the repairs. The contractor has advised us that the work has been completed and the system is operational.
 
HBRWC apologizes to [redacted] for the experience he has had concerning the delay to his claim. When there is a heat wave, 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. His concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Our records indicate on May 17, 2017, [redacted] reported the tube from the washer to the wall is leaking.  The independent contractor [redacted] was dispatched and on April 21, 2017, reported there is nothing wrong with the washer, but the sump pump is spraying and needs to be looked at by a...

plumber.
 
The independent contractor, ** [redacted] was dispatched and [redacted] was given the contractor information. On April 24, 2017, [redacted] called and advised [redacted] for the sump pump never showed up and never called. She found out the next day that there was death in the family and the technician could not come out until April 26, 2017. Again, ** [redacted] was a no show. On April 27, 2017, our contractor relations department tried contacting ** [redacted] but both of their voice mails were full. The representative dispatched [redacted]. A representative in the escalations department spoke with [redacted] and she advised the basement flooded. She has a contractor that is coming out today that is taking care of the water and it was requested to have them look at the sump pump as well and forward the invoice. The invoices were received. The issue with the sump pump was the check valve which has been reimbursed to [redacted].
 
We do apologize about ** * being non responsive and not following up with her. We hope [redacted] understands that there are some things that are out of our control. Per the Agreement under the Terms & Conditions 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.” This was certainly a labor issue with the independent contractor.
 
[redacted] was explained that we are unable to address the consequential 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 replace homeowners insurance. 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.” B-5 would apply to all costs that occurred as a result of the check valve failing.
 
In addition, In the Terms & Conditions B-8; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes):..water damage…mold”
 
We highly recommend [redacted] make a claim with her homeowner’s insurance company to mitigate the damages/expenses she has incurred.
 
We do apologize for any frustration or inconvenience that [redacted] 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 (“2-10 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.
 
We do agree with [redacted]. A plumber should have the basic skills to hook up a water heater to code. If this is beyond his expertise, he should have contacted 2-10 HBW so we could have dispatched an electrician. A representative of this department called and spoke to [redacted] and informed her she is being reimbursed from the electrician’s invoice. She found this satisfactory.
 
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim that went into effect June 24, 2016. Thank you...

for the opportunity to review and respond.
 
Our records indicate on July 6, 2016, [redacted] reported the air conditioner is not blowing cold air and the compressor is out. [redacted] requested to use his own contractor and the out of network guidelines were explained and emailed to him
 
On July 26, 2016 his contractor reported “the compressor shorted, mother board shorted and there are holes and oil staining on both coils. Unit is rusted out and in poor shape.” The Agreement was 12 days old and due to the contractors report as being in poor condition and the multiple unrelated issues. The claim was denied. This is explained in the Agreement under the Terms & Conditions 3. “are in place and in good and safe working order at the beginning of the service period. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test.” The home inspection was not enough to overturn the denial. [redacted] sent in an invoice dated July 1, 2016 that the repairs were made and the system checked. The denial was overturned and a buyout was offered to [redacted] and he accepted.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They have done nothing to be hopeful in resolving the situation. The outside contractor told me and 2-10 that [redacted] doesn't make parts for the oven. After all the problem I have had with the their contractor, I don't feel convenient in 2-10 send any other contractor out to remove the board to be rebuilt.  [redacted] did't shut off the breaker to the electric feed to the oven. [redacted] won't return my calls or 2-10 calls. I would like them to pay $604 to repair the oven board with my outside contractor. I have not had working oven since Thanksgiving. I have only receive one call from 2-10 about the second week of January, which stated that they were concerning the options. They said they would call with 7-10 business days. They didn't. With the major inconvenience that 2-10 has caused me, I believe it is only fair the pay for the full repair. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The information is not quite accurate. My wife and I have not rejected Steve's Plumbing to come out after speaking with 2-10 at the conclusion of the conversation with the plumber we contracted since 2-10 could not get a response to us within the 4 hours as per their agreement/contact. We are still waiting fire 2-10 to respond to us directly in regards to a plumber to come out and fix the line. 
Sincerely,
[redacted] [redacted]

Our records indicate on June 28, 2016, [redacted] reported online his air conditioner is not reaching the desired temperature. There was a delay in locating a contractor that could service in a timely manner so the representative waived [redacted] service fee.
 
The first...

independent contractor did not respond to [redacted] or HBRWC. They have been sent to our contractor relations department to address. The independent contractor, Action Heating & Air was dispatched to the home and reported the condensing coil has damage from hail and getting hit by a lawn mower over time, he got the coil cleaned and found the compressor is damaged and not working properly. The technician recommends replacing the condensing unit.
 
The failures were not do to normal wear and tear and the claim was denied based on the Agreement, under the Terms & Conditions B-8.” There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse, storms, acts of God”
 
On July 17, 2016, [redacted] disputed stating he has lived in the home for 17 years, he sent in pictures of the condensing unit. On July 21, 2016 the picture was received and reviewed. The coil shows crushed fin damage. There were no reported Freon leaks due to the lawn mower or the hail damage. We were looking at just replacing the compressor but not sure if the compressor would overheat and fail due to the crushed fins. A call was placed to the contractor to see if replacing the compressor would work and a message was left to call back. The representative called [redacted] and was explained that we have a call into the contractor to see if the compressor could just be replaced. He explained he is having a contractor come out and replace his entire system on Saturday July 23, 2016. The representative offered to locate another contractor but most likely would not be able to find a contractor to come out this same day on such short notice. Action Heating called back and said replacing just the compressor would not work due to there is too much coil damage that the coil cannot discharge the heat.
 
Later on July 21, 2016, an email was received from [redacted] how he is dissatisfied and will be using his contractor to replace the system in the morning. We are understanding of his situation. A concession was offered to [redacted] but he has refused the offer.
 
HBRWC would like to apologize for the frustration and inconvenience [redacted] has experienced. 
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.
 
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 11304378 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable furnace claim that was placed March 26, 2016. 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 March 26, 2016, [redacted] reported the furnace was not reaching the desired temperature, it is currently heating to 62 and it is normally at 68. Independent service contractor, Air Pro Heating & Cooling (“Air Pro”) was dispatched to the home to diagnose the furnace. On March 28, 2016, Air Pro reported they were out at the home on March 27, 2016 and found the primary heat exchanger was cracked and the secondary heat exchanger was leaking water. On March 29, 2016, Air Pro was authorized to move forward with replacement of the furnace with HBRWC supplying the furnace. There are a fair amount of non-covered charges associated with replacing his 1991 furnace. $816 return and supply plenum modification and transitions as well as replacement of the trunk line. $450 in flu venting modification/code upgrades $250 in gas line and electrical modification $ 50 furnace disposal ---------- $1,566 total out of pocket cost. Air Pro agreed to only charge $1,300 to [redacted]. [redacted] accepted the out of pocket cost of $1,300 and the furnace was immediately ordered. [redacted] was informed it could take up to 5 business days for shipping the furnace to Air Pro. Air Pro was contacted on April 4, 2016. They have received the furnace and are scheduled with [redacted] to install the furnace the morning of April 5, 2016. [redacted] would now like HBRWC to pick up his out of pocket expenses due to the delay in this claim. There has been no delay in this claim. This is for a full furnace replacement where the furnace had to be ordered. If [redacted] would please refer to the Terms and Conditions of the Agreement. The modifications are not eligible pursuant to B-2 “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensions. The disposal is not eligible; page 4 of the Agreement under Heating. Disposal fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. We do empathize with the associated out of pocket costs [redacted] has. We regret we will not be offering any compensation towards these costs. HBRWC has fulfilled their obligations as explained in the Terms and Conditions of the Service Agreement. We have acknowledged his statements regarding the customer service experience he received. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. 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. 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 24, 2017, [redacted] reported online: “air conditioner is not cooling. The refrigerant was refilled less than a year ago. If this is the problem, there may be a leak”. The independent contractor, [redacted] was dispatched to the property. On June 30, 2017 [redacted] reported the evaporator coil in the air handler was leaking. The technician advised he inquired about the coil and was told it is no longer available (“NLA”). The technician also mentioned the customer may be interested in a cash buyout. The information of the coil was sent to our parts research department to confirm if indeed the coil was NLA. On Monday March 3, 2017, parts research contacted [redacted] and our representative was advised the coil is available. The representative attempted to call the [redacted] residence but the phone would just ring than disconnect. On July 5, 2017, a representative spoke to [redacted] and he did not want the buyout but wanted to move forward with the repairs. The representative forwarded this information to purchasing to order the coil. On July 14, 2017, [redacted] reported online that the work is complete
 
We do apologize if the contractor told the customer that the part was NLA. HBRWC was able to locate the coil by calling the manufacturer. When there is a heat wave throughout the United States, this can delay shipping of HVAC parts and the independent network contractor’s experience an unusually high volume of calls and do not always respond or complete the work in the time allotted. As explained 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.”
 
We do apologize for any frustration or inconvenience that [redacted] 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

Complaint: [redacted]
I am rejecting this response because: The lack of regard for your customers is absolutely unbelievable and your customer service is beyond sub-par. I want a FULL REFUND in the amount we originally paid for this contract to avoid future inconvenience from your unreliable company. 
Sincerely,
[redacted]

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

review and respond.
 
Our records indicate on May 13, 2016, [redacted] reported the microwave is not cooking and the turntable does not rotate. Independent service contractor, [redacted] Superior Service was dispatched to the home and reported after installing the door switches, the interior light, cooling fan not working and turntable is still not working. The contractor also said to be on the safe side to order the control board. This is a Combination Microwave Wall Oven with Convection. All the parts were ordered except for the control board. It was out of stock by all suppliers. It was determined to offer [redacted] a new Combination Microwave Wall Oven with Convection. [redacted] accepted the new replacement.
 
HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claim. With the heat wave that we have had throughout the United States, this has created higher than normal wait time in the call center. We do 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.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his 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 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 September 26, 2016, Mr. [redacted] reported he turned off the water to the refrigerator but could not tell where the pool of water is coming from. The independent contractor, [redacted], was dispatched and reported “online” the refrigerator needs an inlet valve and billed out for his cost. On November 18, 2017, the contractor was sent a recall visit and reported “online” the water line had a pinhole leak, repaired the leak and no further leaks found. On March 9, 2017, Mr. [redacted] set up a request for [redacted] to come back to the home. [redacted] reported “online” that there is water leaking inside the walls of the refrigerator. The water line that runs from the reservoir through the top and sides of refrigerator needs to be replaced.
The network contractors that HBRWC utilizes, bill out the cost of the job “online” when the cost is below a limit approved by HBRWC. When the cost exceeds the contractors limit, the authorizations department is alerted. This visit was over [redacted]’s limit. The authorizer found the water line is for the ice maker. Per the Terms & Conditions of the Agreement on page 4 under Appliances “Supreme Protection (OPTIONAL COVERAGE) Kitchen refrigerator: ice makers, ice crushers, beverage dispensers and their respective equipment”. Mr. [redacted] did not purchase the Supreme Protection option and therefore the water line is not eligible for coverage. On April 5, 2017, the representative has noted he called the homeowner to inform him the water line is not eligible for coverage as it is part of the ice maker. He received a voice mail and left the message. He left our contact information in case he had any further questions. Mr. [redacted] has 2 phone numbers on file with us and we apologize the representative did not document which phone number he called.
 
HBRWC respectfully disagrees with Mr. [redacted] in that we do not look to deny a claim when the repair is expensive. [redacted] did not contact us to explain the water line was for the ice maker and we do apologize for this. The network contractors are versed in the Agreements and should have known this was not eligible for coverage from the beginning. [redacted] has been sent to our contractor relations department to address.
 
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 appreciate [redacted] for bringing this to our attention as we do take these matters seriously. We respectfully request the Revdex.com consider this matter closed as Mr. [redacted] has decided to cancel his Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the inquiry submitted under case 75271383 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 October 20, 2015, [redacted] reported his Refrigerator was leaking water. The independent service contractor American Appliance was dispatched to the property to evaluate the claim further.
On October 25, American Appliance reported the water valve and water line to the water dispenser were leaking. American Appliance was authorized to complete repairs and the parts were ordered. On November 22, 2015, correspondence was received by [redacted] because the contractor's repair did not hold and the water dispenser is now causing property damage. Mr. [redacted] did not want American Appliance recalled back to his home due to their lack of knowledge.
2-10 HBW responded by email the following summarized: "2-10 HBW apologizes for the inconvenience this is causing you. What we are able to do is assign a new service provider to the claim however it does start the claim over. Regarding the existing water damage, 2-10 HBW states in the terms and conditions of the agreement, B-5. We are not liable for consequential damages and is not eligible for coverage. However, you stated that the water damage was a result of American Appliance negligence. What we are able to do, is provide you with their insurance information so you can file a claim for the water damage. We do request that you send in photos of the property damage for our review first."
On November 24, 2015, Mr. [redacted] called in stating that he does not want to deal with American Appliance. It was explained to him that the contractor is liable and they need to warranty their work. On December 1, 2015, Mr. [redacted] called back still refusing to use American Appliance. Therefore, Independent service contractor Fixx My Appliance was dispatched the same day.
Fixx My Appliance noted the claim December 1, 2015 that they called to schedule an appointment with Mr. [redacted] and they left a message. Mr. [redacted] called December 5, 2015 stating that Fixx My Appliance has not made contact with him. At this time due to the prior property damage issue from the leaking water dispenser line, 2-10 HBW offered Mr. [redacted] to obtain an out of network service contactor. On December 5, 2015, Independent service contractor, Alpha & Omega Appliance Service found the water supply line to refrigerator leaking and they replaced the line.
We acknowledge his statements regarding American Appliance. 2-10 HBW strives to have all of the service providers we contract with, have a very good standing with the Revdex.com and they must be licensed and insured. A stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable. We will have Mr. [redacted] concerns reviewed and addressed internally due to the dissatisfaction that he reported.
An HBW representative has contacted Mr. Wood. The repair on the water dispenser is leaking again. 2-10 HBW sent a recall dispatch to Alpha & Omega Appliance. A recall dispatch was also sent for Mr. [redacted] GFI claim. Mr. [redacted] has been given a direct contact to a 2-10 HBW representative until the claims are resolved. Mr. [redacted] recently renewed his agreement but would like to cancel his Agreement with 2-10 HBW. He was given instructions on canceling.
2-10 HBW would again like to apologize for any inconvenience [redacted] may have experienced. We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously.
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 [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 25, 2016, [redacted] had repairs made without HBRWC prior approval.
[redacted]’ reports this was an emergency. Under the Agreement under How do I request service? “Contact us at [redacted] or ###-###-####, 24 hours a day, 7 days a week to place a service request.”. It was explained to [redacted] per the Terms & Agreement “A. PROVIDING SERVICE No claim forms are used, but we must pre-authorize service by an independent service contractor.”
 
 
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.  Her desired settlement is to get a full refund of her Service Agreement. This Revdex.com notice is being used as her written request to cancel the Agreement. An email has been sent to our account department to cancel her warranty at her requested $475. We ask she wait 10 to 15 business days to receive the refund. We respectfully request the Revdex.com consider this matter closed as her warranty is being canceled at her desired settlement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/18) */
July 18, 2015
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes to...

[redacted] for the trouble she has experienced with her service request. We strive to provide fast and reliable service to all of our customers and anything less than that is unacceptable. This matter is being investigated internally.
Our records indicate that [redacted] has already reached out to the Office of the President and we were able to come to a resolution on July 9, 2014. This resolution included our initial buyout offer of $1024.00 for HBRWC's cost to for repairs and an additional $476.00 reimbursement as goodwill gesture for a total of $1500.00. [redacted] accepted this amount and both checks were processed to her.
We thank [redacted] for bringing these matters our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale 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 for Mr. [redacted]’s air conditioner. There was one air conditioner claim set up on July 31, 2016, independent contractor, [redacted] was sent the dispatch and online reported they had an appointment with Mr. [redacted] on August 3, 2016. Mr. [redacted] decided not to wait and had the ac fixed outside of the Agreement. We do apologize to Mr. [redacted] for his experience. When there is a heat wave in an area, the independent service contractors experience an unusually high volume of dispatches and are not always able to provide same-day or next-day service.
 
On July 5, 2016, Mr. [redacted] reported there is water leaking under the kitchen sink. Independent service contractor, [redacted] was dispatched to the home. Mr. [redacted] called in on August 23, 2016 and explained [redacted] had to order the parts to make the repair. The representative called [redacted] and received the receptionist who assured us, the technician would call back with the diagnostics. On August 29, 2016, [redacted] called in and reported the issue is with the reverse osmosis water filtration system underneath the kitchen sink that is leaking. It was explained to Mr. [redacted] that the Agreement does not cover reverse osmosis systems. They are not listed anywhere in the Agreement. If Mr. [redacted] would please refer to the Terms & Conditions; “We provide service for covered systems and/or appliances that: 4. are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;” At this time, we are not sure why the contractor took so long to contact HBRWC with the diagnostics. [redacted] has been sent to our contractor relations department to investigate and address. Unfortunately we are not able to find coverage for a reverse osmosis system. This is an item that HBRWC has never covered. Due to Mr. [redacted]’s dissatisfaction, his service fee has been reimbursed. It will take approximately 10 business days to receive the check.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) that became effective March 16, 2018 and applicable claim. Thank you...

for the opportunity to review and respond.
 
Our records indicate on March 29, 2018, Ms. [redacted] reported her heat pump stays on and blows cold air. The independent contractor, [redacted] was dispatched to the property and reported the outdoor condenser coil is dirty, the fins are folded over and the indoor evaporator coil is dirty. The technician recommended the system be cleaned and maintained as the lack of cleaning is preventing the heat pump from extracting heat. Otherwise the technician found no mechanical failure (nothing to fix) on the heat pump.  If Ms. [redacted] would please refer to her Agreement, at the beginning of the Terms & Conditions “We provide service for covered systems and/or appliances: 2. that do not perform their primary function due to normal wear and tear”. This means there must be a mechanical failure to the heat pump to be eligible for coverage. B-8 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” In addition, B-17 “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” This means Ms. [redacted] is responsible for cleaning and maintaining her heat pump as there is no coverage under the Agreement. We regret that we cannot be of further assistance in this regard.
 
A representative has spoken to Ms. [redacted] and she advised that she contacted her own contractor. Her contractor advised her it does not need to be cleaned but replaced because it is old. The representative advised that if there is no mechanical failure found, it is not eligible for coverage.  Ms. [redacted] will be calling the representative back with her contractor’s contact information. 2-10 HBW does not replace a piece of equipment solely due to age. Please understand that this would be cost prohibitive if we were to replace HVAC equipment just based on age. We do work hard at keeping our rates affordable for all homeowners. If we were to do this, our rates for coverage would not be competitive.
 
We respectfully disagree with what the contractor told Ms. [redacted] concerning purposely not covering claims. This is an incorrect statement that we do not take lightly. 2-10 HBW takes pride as a Warranty company. We were established in 1980 and have covered over 5.5 million new and pre-owned homes. Like any contract, we fulfill our obligations as specified in the Terms and Conditions of the Agreement. The independent contractors are the face of 2-10 HBW. [redacted] has been sent to our contractor relations department to investigate and address the contractor’s unprofessionalism as they are not living up to our expectations.
 
We apologize in advance to Ms. [redacted], if any of our customer service representative(s) were being rude and she feels she did not receive the quality service that she expected. 2-10 HBW is committed to providing superior home warranty protection and customer service. Her feedback allows our company to serve our customers better. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation