2-10 Home Buyers Warranty

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

respond.
 
Concerning contractor availability in Ms. [redacted]’s service area for appliances. 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 or they are booked and cannot service in a timely manner. We do apologize for this inconvenience. When this occurs, we do give the customer the option to locate their own contractor. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is 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”.
 
We will not just replace an appliance when only one component needs to be replaced. We still need to determine the cost and labor of a job to determine if it is economically practicable to repair or replace the appliance. We do not replace an appliance solely due to age. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. The repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. We did not receive the part number of the board from Ms. [redacted]’s contractor to check the cost. However, with the national purchasing power that 2-10 HBW receives for parts and equipment, it is likely that our cost for the board would be much lower than her contractors.
 
It is not noted that Ms. [redacted] requested a $100 credit toward a new dryer. Perhaps a representative did not notate this as we do have a $100 rebate program that is offered when a claim is placed online.
 
As Ms. [redacted] has requested, her Agreement has been canceled and she will be receiving a full refund of the purchase price of her Agreement. It will take approximately 10 to 14 business days to receive the check. We apologize to Ms. [redacted] that she did not receive the quality service that she expected as 2-10 HBW is committed to providing superior home warranty protection and customer service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /[redacted]/
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]' Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that on June 1, 2015 the independent contractor Residential Systems replaced Mr. [redacted] air conditioning system with new R410A equipment. HBRWC sincerely apologized for any delays that Mr. [redacted] may have experienced and the inconvenience that was caused as a result.
Initially, HBRWC elected to repair Mr. Batt's air conditioning system pursuant to section B-1 of his Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." These repairs did not hold.
On May 11, 2015 Mr. [redacted] requested a different service provider be dispatched to the home, due to dissatisfaction with the company Blue Ridge Heating and Air Conditioning. HBRWC agreed to this request. However, we regret that there was a further delay while HBRWC located an alternate contractor. We would note that section B-9 of Mr. [redacted] Agreement does state, "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."
A second service contractor was dispatched, however, HBRWC was not able to resolve a discrepancy with that company. Finally, Residential Systems was dispatched to the home on May 12, 2015 for service the following day. Equipment was ordered and the system was replaced per Mr. [redacted] desired resolution.
We again apologize for the delays that Mr. [redacted] experienced. As the repairs have been completed at this time, we respectfully request this matter be considered closed. We do thank Mr. [redacted] for bringing this to our attention. HBRWC strives to provide fast, reliable service and we agree that anything less is unacceptable. HBRWC will have this matter reviewed further internally to prevent such delays from occurring in the future.
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
To be transparent, Blue Ridge Heating and Air Conditioning refused to return as they refuse to work any further with 2-10 Homebuyers Warranty. They told us they would gladly return to our home to make the necessary repairs, but not if it is warranty related with 2-10.
With regards to Section B-9's statement of labor difficulties "beyond our control", it's obvious that of a contractor refuses to work with their company then there is a deeper issue that needs to be resolved. That being said, why we, the customer, were literally having to listen to representatives from both sides complain about each other was beyond me and in my opinion, extremely unprofessional.
As to the repairs finally being made, the company that came in Residential Systems did an outstanding job, and we've already selected them for any future service, maintenance, and the like of our system. I would urge 2-10 to continue to work with them.
As for the amount of time taken, it was absolutely unnecessary. I could understand if we lived in a desolate area where tradesman and parts were hard to come by, but let's be realistic...
All in all I'm satisfied with the fact that the system has been replaced, but it shouldn't have come to a complaint to the Revdex.com to finally get the ball rolling weeks later. I thank the Revdex.com for their assistance, and I'm glad that myself and the Warranty company can part ways somewhat amicably.
Respectfully,
[redacted]

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

and respond.
 
Our records indicate when the representative received the diagnostics on the microwave and determined it was not eligible for coverage, he placed a call to the [redacted] residence and left a voice message. The representative did not know the number he called was incorrect (the area code was transposed). Mr. [redacted]’s Agreement has been updated to show the correct phone number. A representative of this department reviewed Mr. [redacted]’s Agreement. It was concluded that the Agreement is ambiguous when it comes to microwave door handles so we erred on the side of coverage. The door handle is available. The representative contacted the contractor. The contractor advised that just the door handle cannot be replaced, it must be the entire door assembly. The door assembly is no longer available. The representative contacted Mr. [redacted] and offered a comparable microwave or the equivalent replacement buyout. Mr. [redacted] chose the replacement buyout. Mr. [redacted] understands that there is nothing further we can do with the dishwasher claim.
 
We do apologize to Mr. [redacted] for any negative experience he had concerning his customer service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. 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 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 August 8, 2016, [redacted] reported she was not getting water to the home. At the time of the requested service, the in-network service contractors were booked and would not be able to service an emergency or in a timely manner. The representative offered [redacted] to locate an out-of-network service contactor and the out of network procedures were emailed to her. She was able to locate her own contractor.
 
HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service department, the delay to her claim and we acknowledge we did have phone issues that have been corrected. 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. Her concerns enables us to make corrections and continue to improve our service. Her contractor was contacted and [redacted] has been refunded the amount she had paid her contractor less her service fee. A representative called [redacted] and confirmed the well pump is up and running. We value [redacted]’s business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Again, I never questions if their was a chip.  I question the origination, which is subjective.  Just because 2-10 claims it is not normal wear and tear does not make it so.  Additionally, 2-10 had told the [redacted] representative that the cook top would be covered, which prompted my paying him $100 deductible.  It was not until nearly a week later that 2-10 asked me for photos.  I submitted them, so it's not as if I was trying to conceal anything.  If they are going to claim to cover glass cook tops, then cover them.  If not, remove it from the stated coverage.  The current language leaves it open to subjectivity, which will always side with the party that has a financial stake.  If the representative had not said the claim will be covered, much of this could have been avoided.  As is, I have no other way to feel than I have been cheated by 2-10.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have waited over two months to this repair completed, the new plumber showed up and we will have to pay almost $300 out if picked, this is not acceptable considering the emotional pain this has causes my husband and I. I think 210 warranty should pay all cost of the entire repair. The previous plumber would have completed the job for the price set.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/28) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Ms. [redacted]'s inquiry. Thank you for the opportunity to review and respond.
Our records indicate that Ms. [redacted]'s Limited Home Service...

Agreement ("Agreement") went into effect on July 23, 2015. On July 24, 2015 Ms. [redacted] initiated a service request with her built in electric wall HVAC unit and advised she already had an out of network service contractor she wanted to use for the work. This service contractor, Budget Climate Control, reported they had been out three weeks prior to diagnose the system. They reported that the unit was giving off high pressure and they needed to take out refrigerant and add permanent ports in order to diagnose the issue. As it was advised by the service contractor that the issue had been present two weeks prior to the effective date of the Agreement, HBRWC did not provide coverage per Terms and Conditions #3 of your 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. A visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated."
In addition, the ports that were missing are not covered per Section B-8 of Ms. [redacted]'s Agreement, due to; "There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse, missing parts..."
HBRWC has made our final decision that Ms. [redacted]'s service request is not eligible for coverage. We sincerely apologize for any inconvenience this may have caused and thank Ms. [redacted] for bringing these matters to our attention as we do take them very seriously.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not accept this answer. When I called in the first time on June 19th 2015, I was told that the warranty does not come into effect until July 23rd 2015 and that if I called in the day after the warranty started it would be covered. Also Budget Climate Control is not an out of network contractor. Get your facts straight. 2nd, you guys do nothing but give people the run around. We have done everything you have asked us to do, to include sending our settlement statement to you. So I am not dropping my complaint against you and will not recommend you guys to anyone. By the way, I am married. So it is MRS. [redacted] to you.
Final Consumer Response /* (4200, 18, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
right now we are working with 2-10 to resolve this matter as quickly as possible.
Final Business Response /* (4000, 20, 2015/10/29) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted]. As his rebuttal states, we are currently working with him to attempt to provide an amenable solution. On October 26, 2015 the independent service contractor Rooter Plus was authorized to replace his air conditioning unit. The contractor will be providing the equipment and will contact Mr. [redacted] once it is available for installation. HBRWC will continue to monitor this claim to completion.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/08/06) */
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 [redacted]'s Limited Home Service Agreement ("Agreement") and applicable claim. Thank...

you for the opportunity to review and respond.
The terms and conditions of [redacted]'s Agreement state in the 'Who Pays What?' section that, "2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid." This is also explained in section A-1 of [redacted]'s Agreement.
With this said, as a gesture of goodwill and not an admission of liability we would like to reimburse [redacted] the $375.98 that he paid. In order to process this reimbursement, we ask that he submit his invoice by emailing it to [redacted]@2-10.com or via fax to [redacted] Upon receipt of this invoice we will verify that the items repaired are eligible for coverage and contact Mr. [redacted] to advise of a tentative ETA of the reimbursement check.
We apologize for [redacted]'s dissatisfaction with the independent service contractor [redacted] Our records do indicate that this company is qualified to evaluate spa and swimming pool claims. However, per the information provided by [redacted] we will have this evaluated internally and will take necessary action based on our findings.
We would like to thank [redacted] for bringing this to our attention as we do take these matters seriously. We await [redacted]'s invoice so we may move forward with his claim.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: The company 2-10 home buyers warranty has not fixed the problem. They are still sending out the wrong parts and their staff members when calling them still refuse to give their full names. I was actually told by several of their employee's that they are not authorized to give that information out. I find the answer to giving their full name not to be true because I too work for with the public and their employee's are just rude and unprofessional this is a company I would have chosen for having my home appliances under warranty with I was s tuck with dealing with these people because I have just purchases this a little under six months now. I have never been treated so badly in my life. The company needs to have all of their staff members take classes in how to use excellent phone manners and how to deal with numerous phone calls. How to response to customers who get upset waiting for someone to answer their calls and help them with they questions. Also have an address and phone number and associates names so the customer can write a letter of complaint. I really feel that 2-10 HBW should accommodate me for the unprofessional treatment that I have received from them. Here it is now July 15 2016 and it's been 90 plus with the heat index feels like 100 degrees and I am still waiting for my air conditioner to be complete. I was told Wednesday July 13' 2016 that the air conditioner unit was sent out and should be received that day, but that was not the case, now the A-Absolute Air technician is telling it could be next week before the unit will be in, due to the unit is coming from  New Jersey and I like in the state of Maryland. I am puzzled and upset that I have to wait this long to have my air conditioner I hope this is not the way they  treat all customers especially customers like myself who don't live in Denver. I feel they do this because I am in another state.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
The Office of the 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.
We sincerely apologize for the...

inconvenience and frustration this homeowner has received. HBRWC strives to provide excellent service and anything less is unacceptable. We will address the delay that occurred its cause internally to prevent such delays from occurring in the future.
Our records indicate that on September 28, 2015, Ms. [redacted] had her out of network contractor submit a diagnosis. At that time, he advised that the wiring to the timer needed to be replaced. We did reimburse Ms. [redacted] the $150 cost of repairs.
We would thank Ms. [redacted] for bringing this matters to our attention as we do take them very seriously. HBRWC would like to apologize again for any inconvenience. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
[redacted]

Complaint: [redacted]
I am rejecting this response because: the company that was sent to do the repair had a poor rating with the B BB at the time, I requested to use another company, 2-10 said no. Now the company, [redacted] is out of business. Had they installed the furnace correctly this would be a non issue. Also, I only ever received 1 email from the office of the president at 2-10 so I am unaware why they are stating they sent the insurance information again as requested by me.
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 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 24, 2017, Mrs. [redacted] reported her range will not turn on. The independent contractor, Approved Appliance Service was dispatched to the property. On February 8, 2017, Mr. [redacted] called in requesting status on a part that was no longer available. The contractor had not yet called in the diagnosis. The representative called the contractor for an update. The contractor reported he was out at the home on January 31, 2016 and found the clock control has shorted out. This information was sent to our parts research team and it was found that the part was no longer available. On February 8, 2017, a comparable range or the replacement buyout offer was emailed to the [redacted].
 
We acknowledge that the delay the contractor caused was preventable and we do apologize for this inconvenience. We were not aware that the contractor had not followed through. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. The independent contractors are the face of HBRWC. They are required to call in within a reasonable amount of time after the diagnostics (which they did not do). The contractor has been sent to our contractor relations department to address this issue. We would like to thank Mrs. [redacted] for bringing this concern to our attention as we do take these matters seriously. This enables us to 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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claims. Thank you for the opportunity to review and respond.
 
Our records indicate the independent contractor, Sears reported the cavity of the microwave is peeling. The microwave is working like it should; there is no mechanical failure. As stated in the Agreement. The first paragraph of Mr. [redacted]’s Agreement states;
 
“A. Service
This Limited Service Agreement is intended to provide reasonable and affordable repair cost of mechanical
breakdown of covered Eligible Equipment in your home due to normal wear and tear. This Limited Service
Agreement is not intended to replace responsibility for normal maintenance and minor repairs. This agreement
does not cover everything and does not necessarily cover the entire cost of the repair.
Subject to the limitations, terms and conditions, service applies only to the Eligible Equipment which:
2. has become inoperable due to normal wear and tear”.
 
We respectfully disagree with Mr. [redacted] as the interior cabinet peeling is not a mechanical failure and the microwave is operational. We regret we will not be replacing Mr. [redacted]’s microwave.
 
Concerning Mr. [redacted]’s refrigerator claim, in August, the independent contractor, [redacted] replaced the condensing fan motor.  Then on February 6, we were notified Mr. [redacted] refrigerator was again, not functioning properly. The independent contractor, [redacted] was again dispatched and reported the refrigerator is cooling but making a rattling noise. The noise is coming from behind the refrigerator. The refrigerator would need to be pulled out for further evaluation which [redacted] refused to do for liability reasons. The claim was reviewed. The Agreement does not cover for noise as stated in the Terms & Conditions, E-7; “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” Mr. [redacted] can get his own contractor to check the noise out, but if the refrigerator is operating as it should, the noise will not be eligible for coverage.
 
Just for clarification, the Deluxe and Supreme options. 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". The only benefit of the Deluxe Appliance Coverage is to remove the $400 limitation. The Supreme Protection adds additional items to the Agreement that are not eligible for coverage under the basic plan, such as permits, disposal, etc. In Mr. [redacted]’s claims, neither the Deluxe nor Supreme would have changed the outcome of the claims. Regardless, we will not be offering to reimburse the Deluxe or the Supreme Protection. As a goodwill gesture, we have reimbursed Mr. [redacted]’s service fee for the microwave and refrigerator. It will take approximately 10 to 14 business days to receive the checks.
 
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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:2 10 Home Warranty records all calls for quality assurance. The first call was made in January of 2017 and again within the same month for the same issue. [redacted] was sent out on each call in January. They were then called back out in July for the same HVAC  issue. 2 10 Home Warranty continues to do business with a [redacted] knowing that their work is beyond subpar, knowing that customers have lodged multiple complaints on [redacted] regarding this. 2 10 Home Warranty continues to allow this company out to the homes of residents to attempt to collect monies and unless consistently refuted (which can be pulled up on recorded conversations with their customer service reps.) a home owner will again be charged for services rendered yet again. 2 10 Home Warranty knowingly subjects home owners to shady work by [redacted] and does not disclose that Home Owners have the right to request a different vendor to come out and service their HVAC issues. That is deceptive and it should be illegal. 2 10 Home Warranty should be more diligent and or proactive in ensuring the all Vendors perform the work in which they were hired to perform. I should not have to be responsible for an HVAC issue that should have been resolved back in January when [redacted] was at my home twice, in which I was given two different diagnosis. I paid for services to be rendered and was still left with the same issue. I should be compensated for half of my electric bill and all of my refrigerant. 
Sincerely,
[redacted]

uesday I did receive a message from the contractor and the warranty company asking for me to return their call to settle this matter. I was in the hospital until late Tuesday night. I did return both the contractor and warranty calls on Wednesday . I left a message with both parties to explain my situation....I have not heard for either
Sincerely,
[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]

Complaint: 11393501
TThey call me during work hours and I am unable to answer the calls. I had it set to call them today and leave work early. The pictures do show holes and tears. I myself an inexperienced homeowner can see the tears and deterioration in the pictures. The A/C contractor I hired has tried speaking to the company like I was informed 2-10 needed to do as to taking the collapsed portion out of the estimate. However, now they refuse to speak to him. They are rejecting a large issue over a small piece of the problem. The company they hired is inadequate and trying to cover their lack of ability. I am currently at work and can communicate through email but am unable to get on the phone due to my contact with the public. 
I am rejecting this response because:
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.
 
Our records indicate on December 14, 2017, the independent contractor, [redacted] reported the defrost board and sensor has stopped working causing the unit to freeze up. The board and sensors were ordered based off of the model and serial number the contractor had given us. The parts were ordered the same day with an ETA of December 19, 2017. On December 28, 2017, Mr. [redacted] called in advising 2-10 HBW that the parts that were ordered was incorrect. A representative contacted [redacted] and they explained that there are not enough wires on the terminal to hook it up. [redacted] did not have the part numbers and they could not confirm the model number of the condensing unit but they would call back with this information. Mr. [redacted] did advise he took a picture at the request of [redacted]. On January 4, 2018, the model and serial number of the condensing unit was received and the parts were again ordered with an ETA of January 8, 2018. The parts are correctly determined by the supplier United Refrigeration. We do acknowledge that
 
[redacted] advised they will be installing the parts on January 11, 2018. On January 12, 2018, [redacted] called in and advised the parts received also did not work and believes that the parts are no longer available. The representative refunded Mr. [redacted]’s service fee and gathered [redacted]’s pricing for a full system replacement. On January 15, Mr. [redacted] was advised of the out of pocket costs. Then we were notified by Mr. [redacted] on January 17, that [redacted] still did not have the equipment. The representative realized the equipment should have been submitted to purchasing on January 15, so he had the equipment expedited with an ETA of January 18 for [redacted] to pick-up locally. On January 22, a representative contacted [redacted] to see if installation of the new system is completed. The representative was advised they will pick up the equipment and install on the 24th or 25th. On January 23, Mr. [redacted] called in and advised [redacted] could not pick up all the equipment. The representative called [redacted] and they reported they went to go pick up the equipment and the air handler was not yet available for pickup. This upset [redacted] to where they will no longer install and will no longer be doing business with 2-10 HBW. There are other network contractors in the area that would be willing to install. Mr. [redacted] called in and decided to take a cash buyout and he will get his system replaced outside of the warranty.
 
We acknowledge that after the pricing was received to replace Mr. [redacted]’s system, the customer service representative failed to forward the necessary information which caused a short 2 delay. It was not until Mr. [redacted] contacted us for status on January 17, when we realized that the equipment to replace his system had not been ordered. We apologize for this delay. We will address the representative, so he can learn from this. We do apologize to Mr. [redacted] for this delay.
 
Replacing a minor part such as a board and sensor is not a band aid fix. We will not replace an entire system when only one or two components needs to be replaced. We do not replace due to age. It is the policy of warranty companies to perform a repair when one is possible. This type of repair is customary and reliable, and we will guarantee the work for the full term of the Agreement. If the parts were available, 2-10 HBW would have moved forward with the repairs. This process is also specified in the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.”
 
It was 2-10 HBW’s belief that with the condensing unit information [redacted] provided us and the parts confirmed with the supplier that these were the correct parts ordered. We do depend on the national suppliers and the contractors in assist us in locating these parts with the information they supply. There are some things that are out of our control. We have no control over the incorrect parts being received. We have no control, if the supplier gives 2-10 HBW the incorrect ETA and we have no control when an independent contractor walks off a job. This is located in the Agreement in the Terms & Conditions; B-10 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.
 
Since Mr. [redacted] has taken a cash buyout, his desired settlement for out of pocket costs is no longer valid. He should know that his requesting compensation for expenses are not covered under the Agreement such as his electric bill. 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. This is located in the Agreement under the Terms & Conditions B-6; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We do apologize we could not be of further assistance in this regard.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation