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 [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 16, 2016, [redacted] reported her air conditioner was not blowing cold air. The independent contractor [redacted] reported online July 5, 2016, the compressor was struggling to come on and run. It would take approx. 10-15 seconds. The condenser coil is also 100% clogged and would have to be chemically cleaned before any further diagnostics could be performed. Internal compressor damage is likely. There were several attempts to get additional information from the contractor for possible compressor replacement. HBRWC is not responsible for cleaning of the equipment. This is explained in E-7 of the Terms & Conditions. [redacted] was reimbursed her $100 service fee due to the delay. On July 6, 2016, [redacted] requested to use her own contractor and the guidelines for using an out of network contractor were explained to her.
 
Her Contractor, [redacted] reported he was receiving high pressure on the condenser and he was not sure why and recommend to replace entire system due to age. [redacted] refused to give us the cost breakdown for full system replacement and the reason why the entire system needs to be replaced. HBRWC must have a known failure to determine eligibility. We do not replace a system solely due to age. On July 14, 2016, a call was placed to [redacted] requesting if we could send out another network contractor. [redacted] stated that she was tired of waiting and already got another contractor and the new unit is ordered. The representative advised her that she will set her claim up as an out of network contractor and send her the out of network guidelines. It was explained that way we can reimburse her some of the cost but cannot promise we will all of it. The out of network contractor guidelines that were sent to her email are as follows:
 
“Emailed: [redacted]
1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.
 
2.     If 2-10 Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor and an additional service fee will be payable by you to the additional Service Contractor.  Second opinions may cause significant delays in service.
 
3.     The Out-of-Network Service contractor must be licensed and insured for your protection.
 
4.     The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made.  2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.
 
Authorizations Department phone number:
###-###-#### (press option 2)
 
5.     After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursement. Please mail your request for reimbursement after we have authorized/adjudicated the claim to:
 
[redacted] or
Fax:
(Toll) ###-###-#### or
(Toll Free) ###-###-####
 
You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.”
 
On July 18, the invoice was received for an entire system replacement when the only known failure was the compressor. We offered [redacted] for our cost to replace the condensing unit at $870. This was explained in number 1 of the guidelines that were sent to her. This is also in the Agreement under the Terms & Conditions D.2.b “We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual cost.” It is important for her to understand that the independent service contractors that HBRWC utilizes are all independently owned and operated. We work with these in-network contractors and the labor pricing is agreed upon in advance. They do have a contractual obligation to perform repairs or replacement at the cost that is agreed upon. Due to the extremely high volume of HVAC equipment HBRWC purchases from certain manufactures, our costs of the equipment is much lower than retail cost. With the agreed labor pricing we have with our network service contractors along with the cost HBRWC receives on HVAC equipment, it is not out of line to say that we can replace the condensing unit at $870.
 
HBRWC apologizes to [redacted] for the experience she has had concerning the delay of her claim. We regret we will not be offering any further compensation toward her air conditioner. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. 
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Attached is a copy of the proposal from a qualified HVAC contractor, which had been submitted to 2-10. The damage described is a direct result of the contractor sent by 2-10.  Therefore, it is the responsibility of 2-10 to compensate us, in full, for the damage caused by their contractor. Please expedite this process as we still do not have heat.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Someone should reimbursement my $75.00 as no work was even close to completed.  Thank you. 
Sincerely,
[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.
 
Mr. [redacted]’s Agreement has a dollar limit set forth for all kitchen appliances of $400.00.  The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances are limited to $400 per contract year per appliance.  Purchase of the Deluxe Appliance Coverage option removes this limitation".  Mr. [redacted] did not purchase this option. In Mr. [redacted]’s desired settlement, he is requesting a replacement of his microwave. Mr. [redacted]’s Agreement is based on replacement of like-kind. A comparable replacement that includes installation exceeds the $400 maximum. Mr. [redacted] was offered $450 cash buyout which he accepted.
 
Mr. [redacted] is requesting a 6 month billing credit. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; E-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” With this said, we regret that we will not be offering a billing credit as described in his desired settlement as we are not liable for such expenses. 2-10 HBW has honored their obligations as specified in the Terms and Conditions of the Service Agreement.
 
We apologize in advance to Mr. [redacted], if he did not receive the quality service that is expected from customer service. His feedback allows our company to serve our customers better. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service. 
 
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 customers are always welcome to use their own contractors, however they will not have the benefit of the lower costs that a licensed and insured network contractor can provide. Much like health insurance, we work with these network contractors and the pricing is agreed upon in advance. When a customer chooses their own contractor, they will pay retail. Our obligation is to only pay what we would pay a network contractor. This is stated in the out of network guidelines that were emailed to [redacted]. Number one of the guidelines is quite clear concerning pricing: “1. 2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.” This is also locate in the Agreement under the Terms & Conditions; A-2.a “If we elect payment, the amount will equal the lesser of:…(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)”.
 
We do apologize for any 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 rebuttal submitted by Mrs. [redacted].
 
We would refer Mrs. [redacted] to our previous response in which we indicated this effluent pump that pumps waste from the tank to the field is not something the Agreement covers regardless if the contractor would have called in or not. This is the reason nothing was paid out.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. 2-10 HBW has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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 on January 26, Mr. [redacted] reported his furnace is not heating. At the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely manner. The guidelines for using a contractor out of our network were emailed to Mr. [redacted]. Mr. [redacted] advised that he had recently used his own contractor a few weeks earlier to repair the furnace. Mr. [redacted] contractor reported the heat exchanger is cracked and the inducer motor and barring’s have failed. The contractor recommended replacement of the gas package unit. His contractor’s total cost to replace is extreme compared to 2-10 HBW’s standards. The claim was sent to our contractor relations department to see if they could locate a network contractor to service. They were able to locate a network contractor that was out of Mr. [redacted] immediate area but close enough to service. Mr. [redacted] was advised that we do have the right to send out a second opinion. This is stated in number 2 of the out of network guidelines sent to him “2. If 2-10 Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor…”
In addition, this is located in the Agreement under the Terms & Conditions, B-15; “We reserve the right to obtain an additional diagnosis at our expense.”
 
The independent network contractor, [redacted] was dispatched and found a cracked heat exchanger and roll out switch. The burners are corroded, so the technician would also like to replace this. Mr. [redacted] was explained we were moving forward with repairs or he could take a cash buyout and go with his contractor. Mr. [redacted] advised he wanted to think about it and he will get back to us. 2-10 HBW will not order parts until Mr. [redacted] gives the ok to move forward with the repair.
 
Concerning contractor availability in Mr. [redacted]’s service area for HVAC. We do regret that on occasion, 2-10 HBW will have limited or no approved network contractors to service an area in a particular trade. When there is a cold snap in an area, the HVAC network contractors experience an unusually high volume of calls, they are booked and cannot always service in a timely manner. Network contractors also request to be put on hold, so they can better service the calls they already have, as in Mr. [redacted] case. When this occurs, we do give the customer the option to locate their own contractor. As explained in the Agreement under the Terms & Conditions, A-1 "… If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem”.
 
2-10 HBW 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 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 Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on January 15, Mrs. [redacted] reported a heater claim. The independent contractor, ** [redacted] was dispatched to the property and reported this is a 5 ton gas package unit. The heat exchanger is cracked and the wires are burnt up due to flame roll out. This information was sent to our parts research department to make a determination. The parts are available from the factory. Factory parts do take longer to receive then a standard order. Mrs. [redacted] has also been offered a repair buyout if she decides she would rather replace her unit.
 
Concerning what the contractor told Mrs. [redacted] about his hold time. The network contractors have their own online portal where they do most of their communication with 2-10 HBW. The contractors have a direct phone number to their 2-10 HBW Field Service Manager if they have any issues. This is a call center that can have hold times during peak hours. As a norm, you are looking at 0 hold time to 5 minutes. Of course, if there is a heat wave or a cold snap throughout the United States, this can create higher than normal hold time in the call center. This is due to a large number of HVAC service requests.
 
We do apologize for any frustration and delay that Mrs. [redacted] has experienced during the claims handling process.  Her feedback allows our company to serve our customers better.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on December 2, 2016, [redacted] reported online, a snaking claim. The lines are backed up the same as before. The tub is not draining at all. The independent contractor [redacted] was dispatched to the home and reported that he snaked and pulled nothing back. The pipes are old and rusted out. A section should be re-piped. [redacted] did not report a break in the line. There must be a leak or break in the line regardless of the rust in order for the claim to be eligible. This is in the Agreement under Plumbing “Water, drain, waste or vent pipe leaks or breaks”. When [redacted] spoke to the representative and she explained while the contractor was in the crawl space, the piping on the home fell off the home. There was still no evidence of a leak or break in the pluming and the representative told [redacted] per the Agreement under Plumbing Exclusion “any loss arising out of a condition of mineral or chemical deposits” is not eligible for coverage. A representative of this department was assigned to this case and was explained by the [redacted]’s agent that the pipe itself is broken. Broken pipes are eligible and the contractor was authorized to do the repair.
 
HBRWC would like to apologize for the 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.
 
The independent contractor, [redacted] HVAC reported the accumulator and receiver in the condensing unit have multiple leaks and they recommended replacing the system. The technician did not acquire any information such as the model and serial numbers. The accumulator and receiver are not major parts of the heat pump system and can be replaced without replacing the system. [redacted] refused to replace just these two parts. There was no justification to replace the system. The contractor could not give HBRWC a logical reason as to why the system should be replaced and they acquired no information on the system. This prevented HBRWC from making an informed decision. The contractor was sent to our contractor relations department to investigate and address there unprofessionalism. It was decided to dispatch a second opinion. If Mr. [redacted] would please refer to his Agreement under the Terms & Conditions; B-15 “We reserve the right to obtain an additional diagnosis at our expense.” The independent contractor, V.L. [redacted] Heating & Air was dispatched and reported all of the system information. The technician reported there is a leak in the condensing coil and the coil can be replaced. The serial number shows Mr. [redacted]’s system is still under Manufactures Warranty. V.L. [redacted] was authorized the labor to swap out the condensing coil under Manufactures Warranty. After the contractor replaced the coil, the contractor found the compressor had locked up due to lack of refrigerant. The compressor was also replaced under Manufactures Warranty. A Manufactures Warranty supersedes our agreement. When a system is under Manufactures Warranty, it is the responsibility of the manufacturer to supply the system/equipment, which the manufacturer did. If the labor to install the equipment is out of warranty, HBRWC pays for the labor.
 
We do apologize for any inconvenience and/or delays caused by the independent contractor, [redacted] HVAC. All of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. A stern criteria of the independent contractors we utilize is to provide our customers and HBRWC fast, reliable, professional service. [redacted] HVAC did not live up to these standards. We hope Mr. [redacted] can understand why we did not move forward with them. As we would not have known his system was still under Manufactures Warranty. We also apologize to Mr. [redacted]’s if he has been lied to on several occasions. We do take these allegations very seriously. This is being investigated further internally by our company so we may make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/07/11) */
The Office of the President at [redacted] ("[redacted]") is in receipt of the inquiry submitted under Case XXXXXXXX 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 apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate that the independent service contractor at the home initially recommended the unit be repaired. [redacted] authorized to repair the washer per section B-1 of the Agreement when it states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
We regret that [redacted] did experience difficulty in obtaining the tracking information for the part per [redacted]'s requests. Unfortunately, appliance supply houses are not openly forthcoming with this information, and it does require research to obtain such information. After [redacted] sent multiple requests for an ETA on parts, the supply house confirmed on June 3rd that the parts had been delivered to the contractor on May 28, 2015. However, upon advising the contractor of this, they advised that the supply house did not include the motor that [redacted] had ordered.
We apologize for the inconvenience that this caused. At the same time, we would note that section B-9 of [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."
Upon obtaining the necessary motor, the contractor scheduled to return to the property on June 9th to complete repairs. We regret that these repairs did not hold. On June 15, 2015 [redacted] was offered a replacement washer. This unit was accepted on June 17, 2015 and [redacted] ordered the unit to be delivered and installed at the property. Our records indicate that this was received.
Again we apologize for any inconvenience. We appreciate [redacted] bringing this to our attention so we may evaluate the matter further. We look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree with the facts, not the intent- and definitely not the way we were spoken to, and not communicated with. The fact that the company went to lengths to ignore 3x service contractors that stated it cannot be fixed, and instead kept sending people to "fix" it, only delayed the inevitable. The fact you actually state- "We are not liable for failure to provide timely service...means you could care less about the client. Your company is nothing more than a fee grabber, that treats clients poorly, and then falls back on small print BS, not to do what is RIGHT, but only technically legal. How pathetic you must be to call it a SERVICE agreement, when you lack the very thing you claim to provide.

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 April 26, 2016, [redacted] reported her dryer is not drying. Independent contractor [redacted] was dispatched but the customer has a security gate and did not want to wait. [redacted] was sent another dispatch and there report was too vague, they just reported there are failures and possibly repairable. [redacted] had called in and told us the technician said it was the motor and it would need to be rebuilt due to parts are no longer available. The technician took the motor with him. There were many attempts to contact [redacted] but they were unresponsive or would tell us they will have the technician call in. They were sent to our contractor relations department to address. On June 1, 2016, [redacted] stated [redacted] came out and completed the repairs and the dryer is still not working. Again we tried to contact [redacted] for status but they were unresponsive. On August 8, 2016, [redacted] called and had replaced her dryer and was seeking reimbursement. A supervisor spoke to [redacted] a replacement buyout of the dryer and she has accepted the offer.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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 this on July 27, 2016, [redacted] reported his air conditioner was not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and reported online that they replaced leaky valve cores and caps and the system was operating. Mr. [redacted] requested a different contractor. Independent contractor [redacted] was dispatched and reported “the condenser coil was 100% clogged due to lack of maintenance. This caused the capacitor to fail. He advised the capacitor needs to be replaced and the unit needs to be chemically cleaned, however, there is such extensive damage to the coil from dog urine, he is concerned about cleaning the coil with chemicals as it will cause the fins and coil to deteriorate even more.” This would be the second contractor advising of the dog urine. The dog urine could have been from the previous owners dogs. There were no reported failures to the actual system except for the capacitor which would be eligible. Per the service 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)…pet damage”. In addition B-7 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” And B-16. “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.”
 
Mr. [redacted] was offered a repair buyout for the capacitor and he accepted the offer. As a gesture of goodwill, his service fee has also been refunded. 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

Complaint: [redacted]
I am rejecting this response because: I made mention of cancellation and was asked not to. Obviously, the views of the president and the actions plus views of the workers are not the same. Too much conflicting information. I recorded two of these conversations with the reps with dates, names, and times. Policies that were promised are not being practiced. Please have 2-10 feel free to review their recordings if they have any. I would rather see this company with a bad rating than to see them do other families the same as they have done me. I've already encouraged as many as possible that have this company to search elsewhere for coverage with other companies...ei [redacted], ect. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11424585 by Mr. and Mrs. [redacted]. We have located Mr. and Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) that became effective September 30, 2014 and expired on...

September 29, 2015 along with the applicable air condition claim. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that Mr. and Mrs. [redacted] may have experienced on their air conditioning claim. Our records indicate on April 10, 2015, Mrs. [redacted] reported her upstairs air conditioner is not blowing cold air. Independent service contractor, [redacted] Mechanical (“Air Tech”) was dispatched to the home. They found the system 2 lbs. low on Freon, added the 2 lbs. and tightened the services valves and caps. On July 2, 2015, Mrs. [redacted] reported the air conditioner is not working again. [redacted] was dispatched to the home and added additional Freon. They found a large leak in the evaporator coil and they were authorized to replace the evaporator coil. The system continued to leak but [redacted] could not locate the leak. HBRWC dispatched Latino Heating and Air as a second opinion. The technician found a leak at the condensing coil and had the condensing unit replaced under manufactures warranty. Mr. and Mrs. [redacted]’s Agreement expired on September 29, 2015. If Mr. and Mrs. [redacted] would please refer to their Agreement on page 3; What is the 2-10 HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-10 HBW fails again within the term of the Service Agreement. Service performed within the last 30 days of the Service Agreement will be guaranteed for 30 days.” This is over the 30 day period and the Agreement was not renewed. In addition under the Terms & Conditions, section B-5 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” It is important for Mr. and Mrs. [redacted] to understand that all of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. If Mr. and Mrs. [redacted] feels that the independent contractor, Air Tech’s workmanship was determined shoddy, their dispute is with them and not HBRWC. We request Mr. and Mrs. [redacted] to contact [redacted] directly at [redacted] to resolve this matter. We regret, HBRWC 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 would like to thank Mr. and Mrs. [redacted] for bringing their concerns to our attention as we do take these matters 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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect December 14, 20-16 and applicable claim. Thank you...

for the opportunity to review and respond.
 
Our records indicate on December 19, 2016, Mrs. [redacted] reported there is no hot water. The independent contractor, [redacted] was dispatched to the home and reported the circuit boards on both tankless water heaters have shorted out which is causing the tank not to produce hot water. The claim was called in 5 days into the Agreement and the circuit boards on each water heater were shorted. Per the Agreement under the Terms & Conditions 3. “are in place and in good and safe working order at the beginning of the Service Agreement.” The water heater claim was denied based off the 2 circuit boards that are unrelated to each other would not have shorted out within such a short time. Mrs. [redacted] disagreed and sent in a partial home inspection dated November 21, 2016. HBRWC does require the entire inspection when there is a question of eligibility. The partial inspection mentions only one tankless water heater located in the garage. Under the comments –Water heater does deliver hot water to all necessary fixtures as tested during inspection. The representative explained to Mrs. [redacted] the entire inspection is required. We have not yet received the entire inspection. The claim remains denied. If Mr. [redacted] can show us that both tankless water heaters were in good working order at the beginning of the service period by sending in the entire home inspection. The claim will be reconsidered. Mr. [redacted] can send the entire inspection to [redacted]. Reference his work order [redacted]
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] has experienced. We look forward to hearing from him soon.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:  our heat is STILL NOT FIXED!!!  We filed this original claim in November 2017.  Suppsedly, it is was escalated to an "emergency" 12/22/18.  Of course, who knows if  this is true because NOTHING 2-10 says is true.  Their claim they are not reponsible for "delays in parts" is simply ludacrous.  This is was more than a delay in parts, it's been four (4) months since we filed the claim and this is the 2nd contractor.   There has not been a four (4) month delay in parts!!!  Instead, they sent out a  contractor who did not know how to fix the problem and had to come out seven (7!!!!!!!) times before 2-10 would admit there was an issue with that contractor and would assign us a new contractor.  This delay therefore, is 100% their fault.   In addition, they have now assigned yet another incompetnent and unresponsive contractor.   This is the first we have heard of any "family emergency" with this contractor.  We have left messages and they called on 1/31/18 to say the part "was delayed".  No explanation, no timeframe given.  We have attempted to contact them since with no success.  We've had 2-10 contact them while we were on the phone, no success.  So, not sure who the 'field manager" is that contacted them, but again...this is news to us.  Once again, the delays ARE the fault of the 2-10 and their refusal to use comptent contractors.  Pretty ironic how the first contractor had "emergencies, truck broke down, etc" and all sorts of excuses for their multiple delays and now this contractor is having the same.  Hm??? We just want this fixed, immediately.  So glad they "sympathize with the elderly" but I wonder if they would let their "elderly mother" live four months with no heat in sometimes single digit temperatures?  Somehow I doubt it.  This claim was escalated to emergency status on 12/22/18 (at least accordining to one of the many, many, many phone operators we've had to deal with), so just imagine if it wasn't.   (sarcasm of course).Obviously consumers are not the focus of this company and their "business model" is to do nothing until the consumer gives up and goes away.    Just fix the problem and provide the service we PAID YOU FOR!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Repair IssuesPlease start with Revdex.com complaint #[redacted], which was closed while we were on vacation over July 4. I would not have agreed to close it. On 5/27/16, I opened a claim because our AC wasn't working. We have worked through 6 companies assigned by 2-10 warranty. My AC has not worked correctly the entire summer. On 9/1/16, service provider #6 was at our house. Confirmed leaked in multiple places, told me the entire unit needed to be replaced. He recommended getting a buy out from 2-10 warranty to replace the unit and get this nightmare resolved. 2-10 warranty called me around noon on 9/1/16 to confirm that they received the information from the service provider and would give me buy out information within 24-36 hours. That was 12 days ago. I have called for updates. To my understanding, they are looking for parts to try to fix something??? Nobody can give me an answer. After hours on hold, I usually end up in the parts department who can't tell me anything. I don't understand. At this point, the unit is too broken in multiple places to fix anything, according to THEIR service provider. He won't replace any parts on our unit, and explained why our furnace won't be working either, once we switch from AC to heat. This claim is over 100 days old. They have assigned 6 service contractors since May 27. I can provide dates and names if needed, but it is in their records. We have worked with 2 of our own, at our expense. In addition, when Residential Systems put the sealant into the system (the sealant didn't work, and may have made the problem worse in one area), they broke the UV bulbs which we use for my daughter's severe allergies. I submitted information to claims back in June for replacement, as the bulbs are almost $120/each. I received a phone call that I was being reimbursed at the end of July, but never got a check so that I could purchase the bulbs. Now I'm told they want me to purchase them and get reimbursed. I waited weeks and weeks for reimbursement for temporary cooling. I can't afford to pay this out of pocket and wait 6 - 8 weeks for a reimbursement check. I would like the money sent directly to United Air Temp to pay for the bulbs and installation. Or 2-10 can purchase them and send their own contractor out to install them, but I should NOT have to incur the expense and wait for reimbursement. Their contractor damaged my system. I can provide the emailed correspondence from June and July regarding these bulbs.ReplacementReplace the heat pump unit. I have estimates from 3 different companies. Replace the UV bulbs broken by their service contractor Residential Air Systems in June, 2016. Still waiting on this.
Sincerely,
[redacted]

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.
 
We would refer Mr. [redacted] to our previous response in which we indicated 2-10 HBW must be notified within the first 30 days from the Agreement’s effective date when adding optional coverage. The rebuttal provides no additional information to overturn our decision. We apologize we cannot be of further assistance in this regard.
 
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. The invoices have been received.
 
Our records indicate on June 20, 2016, [redacted] reported a concealed pipe leak. There is a $500 maximum dollar limit on concealed leaks as stated on page 5 of the Agreement under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: Concealed/concrete encased water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500.” The maximum dollar limit is less the $100 service fee as explained in the Terms & Conditions A.2.a. “If we elect payment, the amount will equal the lesser of: (iii) DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” $400 is being reimbursed to [redacted].
 
A claim was placed for a stoppage. The invoice is for $362.67. $56.75 of the invoice was for a pipe shield and not eligible for coverage. The eligible portion of the invoice is $305.92 less the $100 service fee. $205.92 being reimbursed to [redacted]. The checks were overnighted on August 29, 2016. A manager has emailed [redacted] and has not heard back from her. If [redacted] has any further questions or concerns, we encourage her to reply to the manager’s email.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation