2-10 Home Buyers Warranty

Complaint: [redacted]
I am rejecting this response because: I completely realize 2-10 is a warranty company, but since I pay them, I believe that they are responsible for following up on the status of the replacement. As an example, it is 9/15, the end of the revised delivery window, and still no refrigerator. If I don't call them back again, I would never receive a call from them. This matter will not be resolved until a new appliance equal to the one that broke, which the second one offered was not, is installed and working in my home. Home warranty companies I have had in the past step up to serving their customers, 2-10 has not. Their job is to arrange repair or replacement, and at this point, they have not. Almost three months later. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/23) */
The Office of the President at [redacted] is in receipt of the inquiry submitted by [redacted]. We regret that we do not have a Service Agreement for the property address of [redacted]. Additionally, we...

regret that we do not have any records of a customer named [redacted]. In order to provide further assistance, we request that [redacted] provide a property address or contract number so we may review further.
Sincerely,
[redacted]
Office of the President
[redacted]

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]’ Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on November 16, 2016, Mr. [redacted] reported the water heater is leaking from the bottom. On November 28, 2016, it was bought to our attention that the contractor that was dispatched did not respond. A representative was assigned to this claim. She waived Mr. [redacted]. She was able to locate another contractor to service and they have been authorized to replace the water heater.
 
The water heaters manufactured now are more energy efficient than the ones manufactured a year ago due to more insulation. Equipment is normally not upgraded unless the equipment is no longer manufactured. Per the Agreement B-2. “When replacing a system, we are responsible for installing
replacement equipment and parts of similar features related to primary function, capacity and efficiency…we are not responsible or liable to upgrade equipment, components or parts…”
 
HBRWC apologizes to Mr. [redacted] for the experience he has had concerning the delay to his claim. The contractor has been sent to our contractor relations department to address. 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 ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We do apologize a supervisor did not get back to [redacted]. Due to the heat wave throughout the United States this summer, this had created an unusually high call volume causing longer than normal wait time and call backs in the call center.
 
Our records indicate the accounting department received [redacted]’ cancellation request on July 18, 2017 and her Agreement was cancelled flat. A full refund was processed on July 18, 2017 and a cancellation letter mailed. A representative of this department called [redacted] to discuss her concerns and received her voice message. A message was left with the status of cancellation and a direct line to our accounting department to confirm the cancellation.
 
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.
 
The expansion tank is not eligible for coverage under the Agreement, which state in the Terms & Conditions “4. are specified as “included” in the trade sections on pages 3, 4 and 5. If a system or item is not specified as “included” then it is not eligible for service”. This means since the expansion tank is not listed as a covered item, it is not eligible for coverage.
 
To clarify, the only time an expansion tank would be covered (assuming the customer has the code coverage); if the water heater has to be replaced and it is a code requirement to ADD an expansion tank to pass inspection. HBRWC would pick up the cost up to $250 to add an expansion tank. The present expansion tank is not a code issue but a failure to an item that is not listed as covered under the Agreement.
 
HBRWC would like to apologize for any inconvenience Mrs. [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. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/16) */
The Office of President at [redacted] ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
Mr. [redacted]'s Limited Home...

Service Agreement states in section B-1 that, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." As such, Mr. [redacted] is not due the complete $1500 limitation, as repairs did not cost or exceed that amount.
Our records indicate that Mr. [redacted] placed claims for his heat pump and furnace on February 22, and the next day the independent service contractor [redacted] reported that a defrost timer and a blower motor required replacement. The contractor was authorized and the parts were ordered.
HBRWC did have a part supplier with these necessary parts and as such, disagree with Mr. [redacted]'s statement that they were not available. Defrost timers and blower motors are common parts that are readily available. This was verified by [redacted] manufacturing and did factor in the decision to repair rather than offer replacement.
On February 24, 2015 Mr. [redacted] contacted HBRWC stating he had his own service contractor at the property and that he intended to proceed with replacing the systems rather than having repairs completed. While this is Mr. [redacted]'s prerogative, section A-2a of the Agreement explains how his coverage proceeds in that circumstance: "Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is 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 contract, 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. We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions."
In this case, HBRWC's cost to replace the two necessary parts came to $550 total for repairs to both systems. Therefore the correct amount was offered to Mr. [redacted]. HBRWC has honored our obligations as stated in the terms and conditions of the Agreement and we will not be offering any further remuneration. We apologize that we are not able to be of further assistance with this matter.
Sincerely,
[redacted]
Office of the President
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accurately presented the facts of the case which 2-10 is choosing to ignore. Their authorized service company explicitly stated that the one unit was not worth repairing since the repairs costs were going to be several thousand dollars (blower motor, heat exchanger, and misc parts). That same service company stated emphatically that the heat pump unit was so old that repair parts were not available for it. Based on this information there really was no reasonable option except to replace the units. I would be happy to swear under oath in court that the above is accurate. I don't know what kind of falsehoods have been presented by the service company, but 2-10 remains fully obligated to pay the maximum claim amounts for each of the two units. If 2-10 is not willing to honor their warranty agreement through this process with the Revdex.com I guess I will need to pursue other options.
Final Consumer Response /* (4200, 13, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
2-10 continues to ignore the facts of this matter. Their authorized representative told me one unit could not be repaired, and the other unit was not worth repairing given the cost to repair being so great. I cannot in good faith accept less than 20% of what should be paid under the warranty coverage. As for where to mail, 2-10 has no problems continuing to call in an attempt to sell further coverage, nor do they have any problems with mailing me further solicitations. I continue to ask 2-10 to do the right thing and honor their warranty, along with standing by the information provided by their authorized representative which lead to the decision to replace both units. Based on their representative's information about the units I ended up spending over $14k. Had their authorized representative stated that repairs could be done for $550 I would have chosen that route.
Final Business Response /* (4000, 15, 2015/11/13) */
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 advised why he will not be receiving $1500 per unit. We apologize we cannot be of further assistance with this matter.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  however, please be advised I contacted the State of [redacted] atty generals office for a fraud complaint against 2-10.  I gave 2-10 plenty of time to respond to my claim.  the claim with the state of [redacted] is now for over $4000, treble damages under UCC.

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Ms. [redacted].  Thank you for the opportunity to review further.
 
After hearing both sides, 2-10 HBW and Ms. [redacted] were able to come to an agreeable settlement. 2-10 HBW would like to apologize for the inconvenience Ms. [redacted] may have experienced. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/17) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mrs. [redacted]' inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes for the inconvenience and delay Mrs. [redacted]...

experienced. We strive to provide fast and reliable service to all our customers and anything less is unacceptable. This matter is being investigated internally.
Our records indicate that that there were delays in locating a service contractor as Mrs. [redacted] described. However, HBRWC also shows that this service request has been brought to resolution. On September 1, 2015 we asked Mrs. [redacted] to locate her own service contractor as she requested in her complaint. That service contractor, Ashman Appliance, reported a failure to the control board of her refrigerator on September 2, 2015. Cost to replace was $310.78 and HBRWC has already processed reimbursement to Mrs. [redacted] for this amount. We again apologize to Mrs. [redacted] for the trouble she experienced.
We respectfully request the Revdex.com close this case as the service request has been resolved and the refrigerator has been repaired. We thank Mrs. [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response but want to alert Mr. [redacted] to one error in his representation of the facts.
He states: "...we asked Mrs. [redacted] to locate her own service contractor as she requested in her complaint."
This is incorrect. In fact, I had requested on several phone calls to use a service contractor from outside the network. On every occasion, I was dissuaded from doing so, including a statement that I would not be reimbursed for any of the costs associated with the service call. It was not until I my case was "escalated" - coincidently around the same time that I filed my compliant with the Revdex.com and Consumer Affairs - that my request to use an outside service contractor at no additional cost was granted. There are some gaps in the customer service training to bring their script inline with both the terms and conditions of the warranty and with Mr. [redacted] statement that "We strive to provide fast and reliable service to all our customers..."
It took [redacted] all of 30 minutes to diagnose the issue and less than 20 minutes to complete the repair after I received the authorization. It took two attempts for me to get the invoice information to the right person who could process and mail the reimbursement. It would have been a nice gesture for Home Buyers Resale Warranty Corporation to send the check through priority mail, but no. Once again, I was asked to just be patient.
This matter is resolved and I hope that the rest of my appliances continue to work properly through the end of my warranty.

Complaint: [redacted]
I am rejecting this response because:2-10 is nit responding to me. ,On Friday, June 30, 2017, [redacted] wrote:Hi [redacted],Representative [redacted] left me a message on Wednesday evening  (6/28) regarding our refrigerator.  She stares the refrigerator was not in good working  and safe condition at the time of warranty inception. That freon could not have leaked out in 5 days. I have called back and left a message for a call back on Thursday morning, I have yet to hear back.I have no idea how long it takes for Freon to leak out. I can however share the refrigerator was cold when the warranty went into effect. If it was not I would not have taken so much time securing the warranty with you. If you recall we began discussing on 6/7. We finalized on the 12th, making the effective date in 6/13. We even joked about making it effective the next day since we had no issues  .Please have someone follow up with me today as I still do not have a working refrigerator. Thank you,[redacted] 
*
[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 satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I received your email reference receiving my complaint and being my contact person, thank you. As "providence" would have it, I just received a phone-call from 2-10 HBW from a supervisor named "[redacted]". She advised that she is looking into my complaint and assures me that...

it will be resolved within the next few days. At this point, I am willing to wait to see if 2-10 HBW can/will resolve my issue so if it's appropriate no further action needs to be taken at this time awaiting their resolution. Again, thanks for reaching out to me and have a great day! 
Sincerely,
[redacted]

I would like the Revdex.com to help get this repair completed. That is why I got the service from the beginning for when something breaks I will have a peace of mind. All I have had is headaches and the brush off from all those involved.
 
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 September 13, 2017, [redacted] reported her oven is not heating up to the correct temperature. The independent contractor, [redacted] was dispatched to the property and reported the electronic control failed. [redacted] was authorized to complete the repair. The part was ordered with an ETA of 9/28/17. [redacted] called to advise [redacted] was a no show. There were numerous attempts to get a hold of the contractor, voice messages were left and emails sent. [redacted] was non responsive. The contractor was sent to our contractor relations department to investigate and address. There are instances where an independent contractor will be non-responsive or abandoned a claim mid-stream. Labor issues like this 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 due to obtaining parts, equipment, weather or labor difficulties.” Even though 2-10 HBW cannot control an independent contractors actions. We will do everything possible to expedite the service/repair. In this case a different independent contractor was dispatched. Unfortunately this does start the process over.
 
On October 16, 2017, the independent contractor, [redacted] accepted the dispatch and scheduled an appointment with [redacted] for October 24, 2017. [redacted] reported the stove got up to temperature but it does not hold. Need to replace the temperature sensor and the main control, as it does not show the correct numbers on the screen. [redacted] reports the parts have been ordered. They have not received an ETA but anticipate the parts should be in within the next few business days.
 
2-10 HBW apologizes for the abandonment of the independent contractor, [redacted] causing this delay. For this her service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the check. We value [redacted]’s business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/08/19) */
The Office of the President at Home Buyers Resale Warranty Corporation 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.
Our records indicate that Mr. [redacted] placed claims on both his upstairs and downstairs air conditioning systems. The claim for the upstairs unit was placed on July 10th and dispatched to the independent service contractor provider [redacted] to provide service. On July 15, 2015 Mr. [redacted] contacted HBRWC to report that the upstairs air conditioning system was not blowing cold air. [redacted] evaluated both systems on July 15th and reported the diagnosis and recommendations on July 17th. Specifically, the contractor reported that both systems had a compressor that failed and would need to be replaced.
As such, HBRWC did honor the terms of the Agreement which state, "We will contact an authorized, independent service contractor within 4 hours during normal business hours and within 48 hours on weekends and holidays to assist in evaluating your request." Mr. [redacted]'s Agreement does not guarantee that an appointment will be scheduled within a certain timeframe, only that we will contact a service contractor who will then reach out to the customer to offer assistance. We would also advise that we are not liable for the days that Mr. [redacted] went with a non-functioning unit prior to contacting HBRWC to place a claim.
Upon receiving these reports, HBRWC researched to confirm what the correct compressor replacement would be, and then ordered equipment. We do regret that the compressors were ordered the day after the diagnosis was called in, as the supply houses were closed for the day by the time the diagnosis was reported. The compressors were available for pickup on July 22, 2015.
While installing the compressor for the upstairs air conditioning unit on July 24, 2015 the service contractor found that the evaporator coil for that system was also leaking. We empathize with Mr. [redacted]'s frustration relating to this additional failure, however, it was not possible for the service contractor to locate any leaks with a dead compressor. HBRWC authorized for [redacted] to complete repairs, and ordered equipment that day. The necessary evaporator coil was not available locally and HBRWC was given an ETA of either July 31st or August 3rd. We apologize for the delay that occurred while the equipment was being shipped to the local supply house, however we would note that section B-9 of Mr. [redacted]'s Agreement states, "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."
The service contractor received the equipment and completed repairs on August 5, 2015, their soonest availability for this repair. Our records indicate that this repair has held and both systems are operational at this time. If this is not correct Mr. [redacted] may contact our company to place a recall claim so we may have a contractor provide further evaluation.
While Mr. [redacted] is welcome to follow the procedures outlined in section A of the Agreement and obtain his own service contractor, he is correct when he states that HBRWC does not offer to pay based on the full retail pricing in such a scenario. This is stated in section A-2a of his Agreement: "Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is 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 contract, 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. We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions."
We would like to thank Mr. [redacted] for bringing this to our attention as we do take these matters seriously. We look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response!!!! One of my hvac units still doesn't work properly. I called the contractor but they still have not called me back. I keep calling but they never answer the phone. I also have not received the $300.00 refund that I was promised a few weeks ago to help off set the cost of the $1400 I spent on portable window air conditioners. Where is my $300.00 that was promised to me? Also, fix my air conditioner. 210 home warranty should be shut down!!!!!! One day you guys will get exactly what is coming to you!!!!!
Final Business Response /* (4000, 10, 2015/09/10) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") in receipt of the rebuttal submitted by Mr. [redacted]. Thank you for the opportunity to further review.
Mr. [redacted]'s $300 reimbursement has been processed. Due to the processing and mailing time, he may still have not received the check yet, but should receive it by no later than next week. Mr. [redacted] also contacted HBRWC to advise when the unit failed. The independent service contractor returned to the property and added a booster to compressor on the 3rd of September. The system was working at the end of the appointment, and to date, HBRWC has not received any reports of it failing again.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:My family and I have not had a fridge for over a month now and all of our food has gone bad, we've had to eat out this whole month because we couldn't keep anything in the house to cook unless we bought it the same day. We should have been setup with a temporary fridge or be accommodated some other way. I have a three year old, who hasn't had milk or fresh foods for a month. I feel like we should be compensated for our food or fridge or both. No one should have to wait a month nor have to work with theives because they thought buying a home warranty was worth it. Your contractor stole parts out our fridge [redacted]. The first repair buyout of 270 something and now it's 500. I appreciate the gesture in boosting the original buyout but I don't feel it's enough with the money we've spent just living day to day without a fridge. Please speak with someone else about this matter and come up with a better solution. I planned on speaking with a lawyer about the matter but if we can reach a resolution that's reasonable then I won't bother. Good day
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/07/30) */
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] Limited Home Service Agreement ("Agreement") and applicable...

claim. Thank you for the opportunity to review and respond.
We regret that HBRWC will not be offering to increase Mr. [redacted]' buyout offer to $350 at this time. As Mr. [redacted] noted, section B-1 of his Agreement states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced. Replacement is "like-kind". For appliances and plumbing faucets, "like-kind" replacement will be with equal or better quality equipment, unless previously noted in the trade section."
Mr. [redacted]' existing microwave is a Viking 2.0 cubic foot unit, with 1100 watts, is stainless steel in color, has 13 sensor cooking options, and a turntable. HBRWC offered a GE unit model [redacted] which is 2.2 cubic feet, 1200 watts, is stainless steel in color, has 17 sensor cooking options, and a turntable. As such, the unit that Mr. [redacted]' was offered is better quality equipment with upgraded features to Mr. [redacted]' existing unit.
We acknowledge that Mr. [redacted] is preferential to the Viking brand. However, section B-2 of his Agreement states, "We are not responsible for upgrades or matching color or brand." While Mr. [redacted] may have a brand loyalty to Viking, this does not mean that the make of the GE unit offered is inferior. It is of similar build and quality to his failed Viking model.
Since Mr. [redacted]' has indicated that he would prefer to purchase the Viking microwave of his choice, he was offered a buyout of $181 total. This offer was made pursuant to section A-2a of the Agreement when it states, "Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is 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 contract, 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. We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions."
At this time, our records indicate that Mr. [redacted] has not contacted our company to advise how he would like to proceed. We await his response so we may either process the buyout check or order the replacement microwave.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/07/30) */
2-10 indicates they sent me an email responding to my complaint on 7-21-15. At time of writing today, I have not received any email from 2-10 since the original email on 7-16-15.
Final Business Response /* (4000, 13, 2015/08/25) */
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 Mr. [redacted]' claim further.
We would again reiterate that Mr. [redacted]' Limited Home Service Agreement specifically states in section B-2 that we will not match brand. He may accept the buyout that was offered if he would prefer to purchase the brand of his choice.
to use Mr. [redacted] metaphor: if HBRWC was offering the microwave equivalent of a car, section B-2 would offer to match the size of the engine, the type of vehicle, and any other specific features related to the function of the vehicle (MPGs, power steering, etc). However, Mr. [redacted] is correct that HBRWC would not provide him with the microwave version of a Mercedes in this example, as his Service Agreement does specify we do not agree to match brand.
Our records indicate that on August 10, 2015 Mr. [redacted] did accept the $188 buyout offered for the replacement of the microwave. As such, it will be Mr. [redacted] responsibility to purchase the replacement microwave of his choice.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty
Final Consumer Response /* (2000, 15, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HBRWC misrepresents the dispute as about matching brand which is not the case. My dispute concerned "equal or better quality" - GE Profile not equal to [redacted]
That said - no further time or patience for exchanging notes via Revdex.com site - so accepted $188.

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 and [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on May 25, 2017 @ 5:37 pm (after normal business hours). [redacted] reported her kitchen faucet is leaking below the sink. [redacted] requested sooner service as our contractors usually have a 24 hour window. The original customer service representative noted in the claim that the guidelines for using a contractor out of our network were explained. The guidelines explains that the HBRWC will only pay what we would pay a contractor in our network.
In addition, this is also explained in the Agreement under the Terms & Conditions; A-2.a “If we elect payment, the amount will equal the lesser of: “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 service contractors (this amount is usually less than retail cost or your actual cost);”
 
[redacted] called in later in the evening stating he was never informed of the guidelines for using a contractor out of our network. HBRWC found his contractors cost extreme. Way over the amount our network contractor would have charged. A representative of this department spoke with [redacted]. His $100 service fee was reimbursed and in addition, to settle this matter, $250 has been put toward the cost of his bill. He was given instructions where to send the paid invoice for reimbursement. It will take approximately 10 to 14 business days after receipt of the invoice to receive the check. If he does not receive the check in this time period, we ask he calls accounting at [redacted]
 
We do apologize for any frustration or inconvenience that [redacted] and [redacted] may have experienced during the claims handling process.  We value their business and we look forward to serving their future warranty needs.
 
Sincerely,
Office of the PresidentHome 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 Dr. [redacted]. We have located Dr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
2-10 HBW will not replace a washer when a contractor reports only a few components need to be replaced. As an appliance a**s, there are unforeseen breakdowns that will occur. It is the policy of warranty companies to perform a repair when one is possible much like a manufacturer warranties their products. These type of repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. The reports that were received from the independent contractors were for fairly minor repairs and appeared to be a simple fix. We would have no reason to believe the repairs would not work.
 
Dr. [redacted] is correct in that it is apparent the contractors cannot find the root cause of the malfunctioning washer. A representative of this department contacted Dr. [redacted] and offered a replacement washer which he has accepted.
 
2-10 HBW apologizes to Dr. [redacted] for the delay in his claim and his dissatisfaction with the independent contractors assisting with the service. All of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are not employees of 2-10 HBW. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. When a customer has concerns about a contractor’s performance, the contractor is sent to our contractor relations department to review and address the contractor that may not live up to our expectations. One of the contractors has been sent to the contractor relations department as Dr. [redacted] has stated the technician broke the pedestal under the washer.
 
Dr. [redacted]’s concerns enables us to make corrections and continue to improve our service. 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 [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 21, 2017, [redacted] reported his air conditioner is not blowing cold air. The independent contractor [redacted] was dispatched and reported the compressor is shorted and the evaporator coil is leaking. [redacted] would only give us the complete costs without a breakdown and would not let us supply the equipment. His costs were extreme for the work that needed to be done. The contractor was sent to our contractor relations department to investigate and address the contractor’s actions. The representative offered the option to locate another contractor or a cash buyout of what our cost would be to repair the air conditioner. On October 1, 2017, another independent contractor was located that would adhere to their contracted pricing agreement with 2-10 HBW. On October 2, 2017, [redacted] decided to take the repair cash buyout instead of waiting for the independent contractor.
 
The independent contractors that 2-10 HBW utilizes are all independently owned and operated and not employees of 2-10 HBW. We have no control over the independent contractor’s actions. However, we will do everything possible to move forward with the repair. There are times when an independent contractor will not honor their contractual requirements.  When this occurs, we do have the right to dispatch another independent contractor, as stated in the Agreement under the Terms & Conditions; B-15. “We reserve the right to obtain an additional diagnosis at our expense.”
 
We regret, we are unable to reimburse any additional amount. We do apologize that we could not be of further assistance in this regard. 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/09/05) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the information provided 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.
We do apologize for 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 will have his concerned evaluated internally and addressed due to the delays that occurred and his difficulty with the customer service that he received.
Our records indicate that we have agreed to reimburse Mr. [redacted]'s service fee and that this check payment is in the mail. HBRWC is currently working with a service contractor to have repairs compelted.
We regret we will not be reimbursing Mr. [redacted] for any time off work nor will we refund the cost of his Agreement. Any remuneration for missed work time is not eligible pursuant to section B-5 of the Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Additionally, section F of Mr. [redacted]'s Agreement states that reimbursement for Agreement costs is only offered when the Agreement is cancelled, and that any reimbursement is pro rata.
We again apologize for the inconvenience that Mr. [redacted] has experienced. We appreciate Mr. [redacted] bringing this to our attention and look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday