2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs. [redacted].
 
We would refer Mrs. [redacted] to our previous response in which we indicated 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. When a contractor states that a water heater needs to be bought up to code and modifications need to be done in order to accommodate the new water heater, we accept this because they are licensed professional plumbers. The non-covered charges that the independent contractor charges a customer is beyond HBRWC’s control. We do expect there non-covered charges to be within reason. If Mrs. [redacted] feels the contractors costs are not justified, unfounded or not necessary, this would be something Mrs. [redacted] would want to discuss with the contractor. The contractor could give her the details of the work to be done and would be able to put the costs in perspective. The breakdown of the non-covered charges the contractor had given us.
 
$450 pipe modifications/code
$195 expansion tank (code)
$ 75 drain pan (code)
$ 75 disposal of old water heater
---------
$795 total charges
 
Per 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 5 of the Agreement under Plumbing. Disposal fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. As stated in our previous response, code coverage is only eligible when the Supreme Protection option is purchased.
 
Concerning the water heater possibly being under MFW. If the water heater was under MFW, the representative missed it and calculated the cost of a water heater in the buyout. The buyout would have been less the water heater cost. Mrs. [redacted] mentions premium coverage. Her agreement is base coverage only. She did not purchase the Supreme Protection option. If Mrs. [redacted] has any further questions referring to her refund, she can call ###-###-####, and an accounting representative would be happy to assist her.
 
We regret that we cannot be of further assistance in this regard. The buyout was accepted. The back of the buyout check is stamped as a full and final settlement. Mrs. [redacted] had decided to cancel her Agreement with us. 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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on July 13, 2016, [redacted] reported her air conditioner would not turn on.
Independent service contractor, [redacted] was dispatched to the home and reported on the first visit the main ac was one 1 lb. low on Freon, the technician recharged and everything was working properly. [redacted] was called out on a second visit and found the third floor ac has the incorrect piston installed on the air handler and a TXV needed for the condensing unit to cool properly. When [redacted] went back out to make the repair the tech found the evaporator was leaking refrigerant. [redacted] was authorized to replace the air handler. A supervisor has called [redacted] and confirmed the Air handler has been installed. He called the customer and left a voice message with his direct line to confirm the system is cooling properly.
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. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:Regardless of what's in the agreement, this wasn't what I was TOLD on the phone. AFTER [redacted] air rejected the work order, I called BACK to 2-10 and that's when the CSR told me to find outside work and that 2-10 would REIMBURSE us. Unfortunately, I took her advice without question, thinking she knew what was going on and was knowledgeable about the steps to be taken. Your response is defensive and typical defending one's interests without even considering that this ACTUALLY happened. Your company DIDN'T ONCE try to contact me after the work order had been rejected. There should be PHONE CALLS. I had to track you down and obviously you have people who don't know their job. It was very hot out and I did exactly what the CSR told me to do. I asked her if I could go with a different contractor and she said your company didn't have another and that I had to find my own contractor. So I did. And now this. Apparently your company ticks off a ton of people because you have no accountability on your end for what happened in this situation.I trusted what this lady told me and I will never do that again, so that's my accountability. [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 air conditioner claim. Thank you for the...

opportunity to review and respond.   Our records indicate on June 11, 2016, [redacted] reported the air conditioning fan seems to shut off and when it is on, there is no flow through the vents.   Independent service contractor, HVAC Repairs was dispatched to the home and reported there was a problem with the draining and repaired it. [redacted] called in and said the problem is still not fixed and he preferred to use another company because he was not impressed with the first company. A dispatch was sent to a different contractor. . A representative of this department called [redacted]. He has a scheduled appointment with the contractor today. He will not be canceling his Agreement but instead will let it lapse. We acknowledge his statement concerning the back ground checks on the independent contractors. A stern criteria of the contractors we use is to provide our customers with fast, reliable and professional service. They are all licensed & insured   HBRWC apologizes to [redacted] concerning his hold time with the customer service department. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. 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

Initial Business Response /* (1000, 6, 2015/07/17) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") 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.
HBWVA acknowledges that the three service providers that were dispatched to [redacted]'s property did not find any major failures to his air conditioning system. In total, the contractors replaced a thermostat, added refrigerant, and noted that there was sawdust covering the furnace and blower assembly. It was noted that the filter of the furnace was changed, but that the sawdust could have clogged the filter and affected the function of the air conditioning system prior to that change.
Our records indicate that [redacted] did not submit any diagnosis for recommended repairs or replacement to the air conditioning system made outside of HBWVA. As such, we regret we were not given the opportunity to review this information to determine what his contractor stated and whether any reimbursement for those repairs would be offered. Instead, [redacted] stated that he would like to cancel his Agreement.
On June 15, 2015 [redacted] was contacted by a manager of HBWVA's Sales Support department. At this time, he was advised that if he wished to cancel, he would not receive the full reimbursement amount pursuant to section F-4 of the Agreement which states, "If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $25 processing fee. [redacted] Residents: Service cost(s) and $25 processing fee will not be deducted."
We disagree with [redacted]'s statements that HBWVA representatives refused to transfer his call to a supervisor or manager. [redacted] received assistance from a HBWVA manager on May 20th, May 28th, and June 15th. On June 18, 2015 [redacted] spoke with our customer service department. When offered the opportunity to be transferred to a supervisor's voicemail to receive a call back within no more than 24 hours, he declined this option stating that instead he would cancel the Agreement and contact the Revdex.com. On June 25, 2015 [redacted] was contacted by a HBWVA after stating his dissatisfaction and again HBWVA offered to transfer [redacted] to a manager. He declined this option again.
We regret that we are not able to be of further assistance in this matter. On June 16, 2015 HBWVA cancelled [redacted]'s Agreement and issued a pro rata refund per the terms and conditions outlined in his Service Agreement. While further remuneration is not owed to Mr. [redacted], we none-the-less would like to thank [redacted] for bringing this to our attention so we may evaluate the matter further.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of [redacted], Inc.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because they are absolutely without a doubt lying. I called over 10 times asking to speak with a manager and every time I was told that there was nothing they could do. The third service contractor came out and recommended a replacement of the HVAC system but refused to put the request in because he assured it would be denied by 2-10. 2-10 homebuyers warranty never tried to contact me after the fact. That is a complete and absolute lie. I will not accept their response, I am requesting the full refund instead of the pro-rated refund due to lack of service from 2-10. This company has nothing but horrible customer reviews on their website and all social media pages, and it is evident they do not care for their customers and they use all sorts of hidden language to try to get themselves out of these agreements. They are dishonest, and I believe the Revdex.com should consider removing their accreditation.
Final Business Response /* (4000, 10, 2015/08/13) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. is in receipt of the rebuttal submitted by Mr. [redacted]. Thank you for the opportunity to review his concerns further.
We apologize if Mr. [redacted] feels that any of the facts reported in our initial report in error. With this said, we have carefully reviewed Mr. [redacted]'s claim and provided the information as stated in our system.
We would reiterate that we will not offer to refund the full cost of Mr. [redacted]'s Limited Home Service Agreement. Section F-4 of the Agreement states, ""If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $25 processing fee. Virginia Residents: Service cost(s) and $25 processing fee will not be deducted." Thus we fulfilled our obligations to Mr. [redacted] as stated in the terms and conditions of his Agreement.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of Virginia, Inc.

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. Thank you for the opportunity to review and respond.
 
This is for a manufactured home and based on the information that was supplied by...

[redacted], we were unable to find a warranty. A representative was able to talk to our new homes division and transferred [redacted] to them to file a claim. The representative has verified with [redacted], that the new homes representative was able to send her the documents needed to file a claim.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by 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 September 9, 2016, Mrs. [redacted] reported her ac is not blowing out the vents. Independent contractor [redacted]’s [redacted] was dispatched and found the blower motor in the furnace seized (which also blows air for the air conditioner) and there is a crack in the heat exchanger. The technician red tagged the furnace. Since both the blower motor had seized and the heat exchanger cracked, it was decided to replace the furnace. [redacted]’s cost to install the furnace was extreme and did not want to HBRWC to supply the furnace. It was decided to send another independent contractor. [redacted] was dispatched. Found the same failures. They were authorized to replace the furnace with a Lennox. There was a freight delay of the furnace. Mrs. [redacted] has a scheduled appointment for install with [redacted]. A represented of this department is keeping track of this claim until the furnace is installed.
 
HBRWC apologizes to Mrs. [redacted] for the experience she has had concerning the delay to her claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service.
 
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 Miss [redacted]. We have located Miss [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on November 8, 2016, Miss [redacted] reported online a pipe leak. The independent contractor, [redacted] was sent a dispatched but declined the dispatch due to the distance. On November 9, 2016, Miss. [redacted] called back, the representative called the [redacted] (which are the same company and this is being corrected). This time however, they advised due to the emergency, they could service the customer that evening. This information was provided to Miss [redacted]. That evening Miss. [redacted] called back wanting a different contractor. It is not clear why she did not want [redacted] to service or if the contractor changed their mind. There were no other contractors that could service an emergency. The Representative offered Miss [redacted] to contact her own contractor and the out of network guidelines were explained to her. Miss [redacted]’s requested to speak to a supervisor. There were no supervisors available at this time. The representative sent an email to floor support in claims management. On November 15, 2016, a claims management specialist called Miss [redacted] and a voice mail was received. There was a message left asking if she was able to locate a contractor. A request to give us a call back and the phone number for claims management was left. There was no response from Miss [redacted]. After this notice was received, on February 1, 2017, a representative of this department called Miss [redacted] and a voice mail was received, another message was left. The representative emailed Miss [redacted] so she can respond with an attachment of her contractor’s diagnostics report for review and eligibility. HBRWC has not yet received the report.
 
We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade in a timely manner. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is described in the Agreement under the Terms & Conditions, A-1 "If an authorized 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, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured."
 
HBRWC would like to apologize for any inconvenience Miss [redacted] may have experienced.  We value her business and look forward to hearing from her soon.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:I never have filed any sort of online ticket with this company ever. I have called them on several occasions for other issues to set up service tickets. This particular incident was no different. The person I talked to submitted the ticket for the beverage cooler even though the appliance wasn’t under warranty. He advised that the contractor could still come out and look at it, we would just have to pay for the repairs. I want want to be clear, MY APPLIANCE CANNOT be fixed because THEiR contractor refuses to return the call or to return the motherboard. The email response states that [redacted] has responded and said they would return the part. We have NOT heard from [redacted]. The very strange part is that ironically, after a Revdex.com complaint is filed....a valid phone number was provided for [redacted] within days. I have been begging 2-10 to give us a valid number for THREE months. The response from 2-10 talks about filing a claim with [redacted]’s insurance. I spent all day on September 25th on the phone with 2-10 begging them to give me valid insurance information. I was given a policy number and a name of an insurance company that was actually a an insurance brokerage firm and could not help me at all. When I called 2-10 back, the agent “Mary” told me that she had no idea about insurance information. She could not help. How am I to file a claim when I don’t know the name of the insurance company? Bottom line, 2-10 is lying and stalling for time. So, they have two choices at this point...1. Get the motherboard returned to us in one weeks time. 2. Pay us the $1300 dollars in one weeks time. If either of these do not happen by October 10th, I will file a police report for theft and I will take both 2-10 and [redacted] to small claims court to not only recover the cost of the appliance, but to cover the expense of my time and aggravation. I have already requested my and my husbands cell phone records to show each and every time that we have called 2-10.What I am asking is not unreasonable. All they have to do is get the motherboard back - as without it again, our beverage cooler cannot be fixed. 
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 17, 2017, [redacted] reported online his air conditioner is not cooling. The independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner further. On June 26, 2017, [redacted] reported the compressor and the condensing fan motor had shorted. The contractor was authorized to replace the HBRWC supplied parts. There were $400 in out of pocket costs for [redacted], modifications to the line set to accommodate the new compressor and electrical modifications. These items are not eligible for coverage per the Agreement under the Terms & Conditions; B-1 “When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or color”. 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 for the cost of construction or carpentry needed because of different dimensions.” [redacted] accepted the $400 out of pocket charges. The parts were ordered and were shipped to [redacted]s shop.
 
On July 3, 2017, [redacted] called in requesting status and she was advised the parts were ordered Thursday, June 29, 2017 and it normally takes 3-5 business days for a contractor to receive a ship to shop order. On June 5, 2017, [redacted] called in requesting an ETA on the parts as he had spoken to [redacted] and they have not received the parts. The representative called [redacted] and confirmed they had not received the parts. At this time, [redacted] told the representative they do not have parts shipped to their shop but will call for pick up at a local branch. The parts were immediately reordered. The new ETA for parts pickup is July 11, 2017. HBRWC was not aware that the contractor did not accept orders at the shop. [redacted] could have informed us of this when the order was placed. As stated 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.”
 
Due to the issue with the order of the parts, it was decided to move forward with a new 14 seer R410a condensing unit which is available locally for [redacted] to pick up. HBRWC has decided to pick up $250 of the out of pocket costs instead of any temporary cooling that was offered. This amount has been added to [redacted]’s authorization. We hope [redacted] finds this satisfactory.
 
Sincerely,
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. I do wish that the customer service team at 210 Home Warrenty were more willing to help their customers. The only reason we were able to get this resolved is because I had to file a complaint through the Revdex.com and contacted them through the business social media page. It's unacceptable that a paying customer would have to work so hard to get an issue resolved. I do appreciate the Revdex.com website because it has helped us get this issue fixed. Thank you for making this bad experience a little better.
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 7, 2017, [redacted] reported online a leak with a continuous drip. The Independent service contractor [redacted] was dispatched to the property and reported “the front side hose bib is leaking. It is leaking from the body itself and only leaks when it is turned on. The leak is due to freezing.” Per 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 (whether acting alone or in sequence or concurrence with any other cause or causes)…freezing”. [redacted] was notified by voice message that freezing was not eligible for coverage.
 
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. We do take every contractor’s diagnostics serious regardless if there in our network or out of our network. If [redacted] is interested in locating her own contractor to diagnose the hose bibb. We ask her to have the contractor call in prior to the repairs being made as there are guidelines for using a contractor out of our network. [redacted]’s home is a recently built home. She may want to contact the builder first to see if they will do anything for her.
 
We do apologize, at this time, we could not 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 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 28, 2017, [redacted] reported her refrigerator is not cooling and not freezing. The independent contractor, [redacted] was dispatched and reported the compressor is out and they do not work on sealed systems and request we reassign the work order. The independent contractor, [redacted] was dispatched. On October 5, 2017, a representative offered [redacted] $200 to put toward a temporary refrigerator. The invoice was received and forwarded to accounting to reimburse [redacted]. On October 9, 2017, [redacted] reported they found that the heat exchange line in the system is corroded and cannot be repaired because it is inside the cabinet. [redacted] was offered a comparable replacement unit or the equivalent cash buyout. [redacted] accepted the cash buyout.
 
2-10 HBW apologizes in advance if a customer service representative was being rude. We take these accusations seriously and can assure her that this matter will be investigated internally. Her customer service concerns enables us to make corrections and continue to improve our service. We can understand the frustration and inconvenience that [redacted] may have experienced during the time she did not have a working refrigerator.  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.
 
Our records indicate on November 17, 2017, [redacted] was offered a comparable replacement vent hood or she can take the equivalent replacement cash buyout. It is noted that [redacted] would like the vent hood repaired. She can take the replacement buyout amount and work with the contractor independently. Once the new replacement or the buyout is accepted, the vent hood is no longer eligible for coverage.
 
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 [redacted] at [redacted] Corporation ("[redacted]") is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]'s Limited [redacted] Service Agreement ("Agreement") and applicable claim. Thank you for the opportunity to...

review and respond.
We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on November 5, 2015, [redacted] reported there was a leak below the bathroom sink causing the ceiling below to fall away and she heard dripping after the sink was turned off. The independent service contractor [redacted] ("[redacted]") was dispatched to the property to evaluate the claim further.
On November 6, 2015. [redacted] cut a 12"x12" hole in the ceiling and found the shower strainer was the source of the leak. In order to complete repairs, 3 feet of pipe would also need to be replaced. [redacted] regrets that strainers are specifically listed excluded under the [redacted] Trade Section located on page 5 of the agreement. In addition, per the Terms & Conditions section B 6 is states. "When it is necessary to open walls, floors or ceilings to perform a covered service, we will restore surfaces to a rough finish only."
Since the strainer was not a covered service, restoring the drywall hole was not eligible for coverage. As a gesture of goodwill, [redacted] offered [redacted] $75 to put toward the repair of the drywall.
In her complaint, Ms. [redacted] stated that "the leak was fixed without replacing the strainer". Since the failure was not eligible for coverage, [redacted] has no knowledge of any repairs that may or may not have been made outside of our company and the coverage set forth in the Agreement. A representative of [redacted] has reached out two call the customer to request information, however, we regret that the telephone number on file ([redacted]) states that the voicemail box is full and cannot accept new messages.
[redacted] does take [redacted]' concerns seriously and would like to discuss this further with herself or any contractor that she obtained. We request that she contact or company by calling [redacted] and asking to speak with [redacted]. While her claim is not eligible per the information currently available, [redacted] is happy to review any new information which may affect this decision.
[redacted] would again like to apologize for any inconvenience [redacted] may have experienced. We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously. We look forward to serving her future [redacted] needs.
Sincerely
[redacted]
Office of the [redacted]
Home [redacted] 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]

Initial Business Response /* (1000, 5, 2015/08/05) */
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on July 7, 2015. Thank you for the opportunity to review and respond.
We do apologize...

for any frustration or inconvenience [redacted] may have experienced during the service request handling process. The repair, resolution time frame and customer service issues [redacted] mentioned have been investigated further internally by our company to enhance our service request handling process.
In the inquiry [redacted] mentioned she was informed that a repair company would contact her but one did not, that the company dispatched was unable to respond for a week, that her service request was mistakenly cancelled, that about a week into the service request she had not received a repair update, that Low Country's Best Heating and Air did not have a valid address and may not be a legitimate company, that after the compressor was replaced another air conditioning system was not cooling, that a past refrigerator service request was not resolved and resulted in hardwood flooring damages, [redacted] requested a full refund for the cost of the Limited Home Service Agreement ("Agreement") for the 2015 coverage year, that HBRWC forced [redacted] to utilize the company that was dispatched for her service request, that both air conditioning systems were unusable, that [redacted] requested her service fee of $75.00 to be reimbursed and to be refunded $158.00 for the diagnosis cost she paid to an independent out of network contractor.
Careful review of [redacted]'s service request for her air conditioner revealed it was placed with our company on July 1, 2015. We dispatched [redacted] & [redacted] LLC, an independent in network service contractor, and they updated HBRWC that they were scheduling [redacted] on July 3, 2015. On July 2, 2015, we cancelled the dispatch with [redacted] & [redacted] when [redacted] contacted us to update that the service contractor could not respond for another week and that she had located an independent out of network service contractor to respond sooner. We received the diagnosis from the independent out of network service contactor [redacted] and ** on July 2, 2015, that the compressor had failed and needed to be replaced. [redacted] and ** quoted their cost of $1585.00, for replacing the compressor. We offered [redacted] a reimbursement per our cost to replace the compressor with an independent in network service contractor pursuant to the Agreement section D2b; "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. We are not obliged to extend such an offer in any particular instance, and you are under no obligation to accept such an offer, which may be in the event one has been extended. Such offers are typically made subject to restrictions." [redacted] declined this offer and we, again, dispatched [redacted] & [redacted] LLC to respond. We received the diagnosis from [redacted] & [redacted] LLC on July 3, 2015, that the compressor had failed and needed to be replaced. We authorized [redacted] & [redacted] LLC to replace the compressor and updated [redacted] that the non-covered costs payable to the service contractor were $158.00. After [redacted] accepted the $158.00 in non-covered costs, we submitted the order request for the compressor.
In regards to [redacted] mentioning she had not received updates within a week of the service request date, our review revealed there had been multiple conversations and contacts with [redacted] throughout the course of her service request.
[redacted] mentioned she was not able to verify if [redacted] & [redacted] LLC address was valid and if they were a legitimate company. Although we can certainly understand that contacting them on a website or physical address may increase communications and information available, HBRWC does not require independent in network service contractors to utilize websites. We did perform an internet search for [redacted] & [redacted] LLC and confirmed a physical address of [redacted] in [redacted] The search also demonstrated they have been in business since 2006.
Ms. [redacted] mentioned that after the compressor was replaced the air conditioning system was not functioning. We dispatched [redacted] Best [redacted] & [redacted] LLC for a possible recall on July 8, 2015, and the service contractor diagnosed that a condensing fan motor had failed and we authorized the repairs. On July 9, 2015, Ms. [redacted] contacted us that a second system was not functioning properly. We dispatched Davis Climate Control, Inc, an independent in network service contractor, to respond. The service contractor was authorized to adjust refrigerant levels.
Regarding the refrigerator service request XXXXXXX, Ms. [redacted] mentioned, we agree to review the invoice for these repairs. We ask for Ms. [redacted] to send the repair record invoice to us at [redacted]@2-10.com for review. We additionally request Ms. [redacted] to confirm her preferred mailing address for any reimbursement considerations and include pictures if applicable.
Ms. [redacted] requested a full refund for the cost she paid for the Agreement warranty terms of July 25, 2014 through July 24, 2015. Pursuant to the Agreement section I 4 and 5; "4. If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the Agreement. 5. MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the service period, you may request cancellation in writing, and we will return the full purchase price to the party purchasing the Agreement.
[redacted] residents: Cancellation for nonpayment of premium is effective no sooner than ten days after delivery or first class mailing of a written notice to the policyholder and 30 days for all other cases." We apologize that [redacted]'s cancellation and refund of the Agreement is past the allowable time frame of the first 30 days for the consideration of a full refund.
We additionally reviewed the information regarding [redacted] mentioning being forced to utilize the service contractor, company, dispatched by HBRWC. [redacted] was offered the independent in network service contractor, [redacted] & [redacted] LLC, on July 1, 2015. As aforementioned above in the fourth paragraph on July 2, 2015, we were informed by Ms. [redacted] that she had located an independent out of network service contractor to respond. It appears that [redacted] was provided the options to utilize an independent in network service contractor as well as an independent out of network service contractor at her option rather than being forced as she mentioned.
[redacted] had mentioned that her air conditioning systems were unusable. When service request(s) are placed with our company for eligible systems not functioning as intended there can be a time frame that they are unusable. As aforementioned above, we strive to provide fast and reliable service to all our customers and the repair, resolution time frame and customer service issues [redacted] mentioned have been investigated further internally by our company to enhance our service request handling process.
We reviewed [redacted]'s request to be reimbursed her service fee of $75.00, and being reimbursed for $158.00, for the independent out of network service contractor diagnosis cost. We agree to a goodwill gesture of reimbursing her service fee of $75.00, and the $158.00, out of network service contractor diagnosis cost.
We thank you for your understanding concerning this matter. We do take these matters very seriously and we thank [redacted] for bringing these concerns to our attention.
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 complaint submitted under case number [redacted] by [redacted].  We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the...

opportunity to review and respond.   We sincerely apologize for any frustration or inconvenience that [redacted] experienced during the claim handling process.  We acknowledge her statements regarding the customer service which she received.  We have reviewed the claim notes and determined the names, times, and dates of the individuals she spoke with so we may review further and have this matter addressed.   We further apologize for any delays that occurred.  On May 23, 2016 HBRWC received a diagnosis from the independent service provider and ordered a replacement evaporator coil and thermal expansion valve per that contractor’s report.  This order showed as being processed by the supply house, but due to an error the parts were not shipped to the contractor until June 6, 2016.  The contractor installed the evaporator coil once he received the equipment.  While section B-9 of [redacted]’s Agreement does state that we are not liable for delays beyond our control including part delays, we none-the-less recognize this was a great inconvenience to [redacted] and apologize on behalf of the manufacturer that this occurred.   Our records indicate that [redacted]’s repairs were completed on June 13, 2016.  On that date, [redacted] contacted HBRWC to request reimbursement of $700 spent on fans and portable air conditioning units.  As [redacted]’s complaint states, she was advised that HBRWC would review her request, but we could not offer any payment unless she submits receipts and invoices documenting what was purchased and the amounts.  We apologize for any inconvenience in this regard.  However, as a company that is regulated by the Colorado Division of Insurance, we are required to show documentation such as invoices and receipts for any dollar amount we pay to a customer or a contractor.  As such, it would not be possible for HBRWC to offer [redacted] any kind of remuneration without having supporting evidence.  We apologize that we cannot be of further assistance in this regard.  Should [redacted] locate any receipts, they may be submitted to [redacted].   We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters very seriously.  As stated above we will review and address her complaints regarding the customer service she received.  In the meantime, we look forward to serving her future warranty needs.   Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here...

Initial Business Response /* (1000, 5, 2015/10/07) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and applicable...

claims. Thank you for the opportunity to review and respond.
Our records indicate that Ms. [redacted]'s Agreement service period began on August 1, 2015. On August 11, 2015 HBRWC received the report that the air conditioning limited was leaking from the bottom. The independent contractor, [redacted] & [redacted] was dispatched to the property. Two days later they reported that the system had lost 20% of its refrigerant, had a restriction in the condensate drain line, and also had a restriction in the evaporator coil.
We do regret that these failures would not have begun within the 10 days that the Agreement was in effect. For this reason, Ms. [redacted]'s claim is not eligible for coverage pursuant to section 3 of her Agreement which states, "We provide service for covered systems and/or appliances: 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."
These failures would have been detectable by an HVAC contractor had the system been evaluated prior to the effective date of the Agreement. While Ms. [redacted] did submit a home inspection for review, this home inspection occurred in February. The temperatures in this area in February would not have allowed for adequate testing of the air conditioning unit, and the 6 month time difference between the inspection and the closing did not provide enough evidence to support an appeal of the denial. Additionally, the home inspection did note that a buyer of the property should be prepared to replace both heating & cooling systems in this property.
We would like to thank Ms. [redacted] for bringing this to our attention as we do take these matters seriously. Our review has verified that her claim is not eligible for coverage and we will not be able to offer further assistance with this failed air conditioning system.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Status unacceptable. Warranty was purchased with the understanding that items would be covered. If the condition already existed then the part should have worn out before our residence. The inspector assured proper function at the time of purchase. Therefore, it wore out DURING our residence and the warranty should cover it.
Final Business Response /* (4000, 9, 2015/10/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. We apologize if Ms. [redacted] is dissatisfied, however we have verified that her claim is not eligible for coverage and this decision will not be overturned. As our previous response indicates, Ms. [redacted]'s home inspection occurred six months prior to the Agreement at a time of the year when adequate testing of the air conditioning would not be possible and as such did not provide enough information to allow appeal of the denial. Her system had multiple failures and these failures would not have begun within the 10 days that her Agreement was in effect.
We apologize we cannot be of further assistance, but one again appreciate having the opportunity to review further.
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 31, 2017, [redacted] reported she has 2 air conditioner, her main living room air conditioner is not blowing cold air. The independent contractor, [redacted] was sent the dispatch. According to [redacted] just added refrigerant and did not fix the issue. [redacted] did not file a report with HBRWC. [redacted] requested a different contractor. On August 3, 2017, the independent contractor, [redacted] was contacted and they could service [redacted] right away. [redacted] from [redacted] advised online that as the technician was driving out to the homeowner’s house, she called and said the system is running and cooling, so [redacted] closed out the work order. On August 17, 2017 she requested another work order open but she was not able to get a hold of the contractor. The independent contractor, Hero’s was dispatched and found the system void of refrigerant and a restriction in the [redacted]. There were not able to detect a leak. The Technician called in with pricing that was way over their agreed pricing with HBRWC. The technician said he will have the owner call in. The owner did call their field service manager requesting to increase their pricing. Their cost was way out of line compared to other network contractors in the area. Hero’s was not following their agreed contract with HBRWC. The independent contractor GI Mechanical was able to service in a timely manner. They found the same issues and were authorized to make the repairs and reported the work is complete. Due to the issue we had with the contractor, we have refunded [redacted]’s service fee. It will take approximately 10 to 14 business days to receive the check.
 
HBRWC apologizes for the inconvenience and delays caused by the contractor assisting with the service of the air conditioner. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. We try to make the service a seamless process for our customers and recognize improvements needed when the contractors or the service representatives fall short.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation