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 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 April 8, 2017, Mr. [redacted] reported his refrigerator is not cooling or freezing correctly and the icemaker won’t work. The independent contractor, [redacted] was dispatched and reported “online” the defrost control board and control board needs to be replaced. The network contractors HBRWC utilizes, supply these minor parts. We did not find out until April 13, 2017 that [redacted] would like us supply the parts and the parts were immediately order. We were not aware [redacted] replaced a compressor switch or that the technician had hurt his back. [redacted] reported “online” that the repairs to the refrigerator were complete. We were not aware that the independent contractor had not completed the work. The contractor has been sent to our contractor relations department to address this. On May 5, 2017, Mr. [redacted] contacted HBRWC that [redacted] replaced the part, the refrigerator is still not cooling correctly. [redacted] was sent a recall dispatch and scheduled for May 8, 2017 to evaluate the refrigerator further. The technician reported the capacitor and overload on the compressor didn't cool off the refrigerator. The refrigerator has a refrigerant leak in the cabinet and can't be repaired. The authorizer has offered Mr. [redacted] a comparable replacement refrigerator or a cash buyout for the refrigerator. We are still waiting for Mr. [redacted]’s decision.
 
We do understand how frustrating it can be with a refrigerator not cooling correctly.  We hope Mr. [redacted] understands that we are a warranty company; our policy is to perform a repair when one is possible. There are some things such as labor issues with the independent contractors that are out of our control. Per the Terms & Conditions of the Agreement; 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.”
 
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We regret that we are unable to compensate Mr. [redacted]. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns.  This is explained in section B-5 of Mr. [redacted]'s Service Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
 
Concerning the scratches that occurred with the installation of the compressor. The represented assigned to this case has also involved the contractor relations department and has been in contact via email with Mr. [redacted] to get this issue resolved. A different contractor is going out to Mr. [redacted]’s home to address the 3 big scratches. Again we do apologize for the inconvenience Mr. [redacted] and his family has experienced.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/18) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Ms. [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 Ms. [redacted] may have experienced during the claim handling process. HBRWC strives to provide professional service and anything less is unacceptable. We will have the telephone call that Ms. [redacted] described evaluated internally and appropriate action will be taken.
We do regret that Ms. [redacted]'s garbage disposal and sink are not eligible for coverage. The sink is not eligible for replacement pursuant to section 4 of her Agreement which states, "We provide service for covered systems and/or appliances: are specified as "included" in the trade section. If a system or item is not specified as "included" then it is not eligible for service." We regret that sinks are not an item that are listed as eligible.
Similarly, the garbage disposal failure was not due to normal wear and tear, but rather requires replacement due to the sink falling on it. As Ms. [redacted] referenced, section B-5 of her Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." Additionally, section 2 states coverage only applies to items which, "which do not operate correctly due to normal wear and tear."
We apologize that we are not able to be of further assistance, as we have verified that Ms. [redacted]'s claim is not eligible. With this said, her service fee was waived at the time of the denial, since HBRWC does agree with Ms. [redacted]'s claim should not have been placed when she called in. As such, Ms. [redacted] did not come out of pocket for the service call from the independent service contractor that was dispatched.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, you never dispatched an independent service contractor. Saying you get points for not charging for this is therefore an absurdity. Secondly, we're arguing the language "normal wear and tear" AGAIN - which you people use as a term of art to mean "whatever we say it is." As I told your customer service people, the disposal was taken apart when the sink fell on it to make sure that it want damaged and my repairman found at that time that it was so used as to be in need of replacement - there was corrosion inside and some melted plastic from the heating up of the 10 year old motor. Your customer service supervisor told me you don't cover damage like that on disposals and I asked why not?! He said that doesn't happen normally and I asked how, on earth, would a disposal with a motor and water going through it for ten years show anything other than wear from corrosion and motor heat?! What other wear would there possibly be? And how would such wear possibly be deemed abnormal? Again, the sink cave on necessitated the taking apart of the disposal for the first time to check it - so this was just the first opportunity to find this wear. You're still using parlance and creative argument to get out of covering anything. That's being a charlatan.
Final Business Response /* (4000, 13, 2015/10/16) */
The Office of the President at [redacted] is in receipt of the rebuttal submitted by Ms. [redacted]. We apologize that she is not satisfied with the coverage decision. However, as our previous responses indicated, her Service Agreement does not cover for a collapsed sink, nor does it cover for damage to the garbage disposal as the result of that sink. We appreciate her understanding in this matter.
Sincerely,
[redacted]
Office of the President
[redacted]
Final Consumer Response /* (4200, 15, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There's nothing more to say - they just repeat the same thing which is "it's not covered". We're at an impasse.

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

respond.
 
Our records indicate on November 14, 2016, Mr. [redacted] reported his furnace would not turn on. The independent contractor [redacted] reported the control board failed, he concluded this is a faulty board. There was a cost comparison being done to determine if it is more cost effective to replace the control board or replace the furnace. It had not been decided if we were going to repair or replace until we got additional information from the contractor. Mr. [redacted] was told that we were looking at replacement and he was told what the out of pocket costs would be if the furnace was replaced. After we had received all the required information from the contractor, we found it was more cost effective to repair the furnace. It does show the control board was replaced in June 2016. [redacted] had just reported the board was a manufacture malfunction. This will be looked into to see if the contractor this past summer did in deed replace the board. If the board was not new or it was a new board with a manufacture defect, we would still attempt to swap out the board. Per 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.” The furnace will not be replaced at this time. If Mr. [redacted] is still having the same issue after the control board is replaced, we encourage him to notify us. The service fee would be waived if the same issue occurs within the Agreement period.
 
HBRWC would like to apologize for any miscommunication that may have occurred with Mr. [redacted]. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.  We appreciate Mr. [redacted] for bringing this to our attention as we do take these matters seriously.
We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the 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, 2016, it was reported online that the air conditioner was not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and reported “the compressor burnt out, compressor blew a terminal which leaked all the Freon from the system, direct cause is from a lightning strike.” Pictures were received and there were definitely visible scorch marks on the compressor. [redacted] has disputed that a lightning strike did not cause this failure. We are understanding of this. A supervisor has been assigned to this case. The supervisor has decided to send a second opinion. The supervisor called [redacted] and left a voice message that we have dispatched a second opinion and he left his direct line for a call back. In the event that the second opinion does come back stating the same failure, we would advise [redacted] to check with his home insurance.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: the salt cell was installed and was not calibrated. I have called [redacted] for 3 weeks now hearing the same excuse, and that they will be out at the begining of the week. It is now July 19th and I still don't have a salt cell working. Not sure how this is not 2-10's issue. They are the ones that hired this contractor to repair the problem that is covered under this warranty. 
Sincerely,
[redacted]

Complaint: [redacted]
While I disagree with 2-10's response and find it unacceptable, I'm expecting no further action or response from them.  I appreciate 2-10 referring to the contract several times, but I'm well aware of what the contract states.  My expectations were solely based on what I was told by T&T Heating.   I was told my system had at least two leaks and my system needed to be replaced.  I was never informed of the claim being switched to another company.  I was never called by the new company.  When I was about the reason, I called T&T and asked if they work on Trane system, they said 'yes.'  If you look them up online (on yellowpages), you see the following: * TRANE * LENNOX * BRYANT, Carrier, Comfort Maker, Goodman.   It's 2-10 choice to believe or not believe.

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 [redacted]’s gas pack was replaced in 2013 by HBRWC with a Carrier product that was installed by independent service contractor, [redacted] [redacted]. On July 12, 2016, [redacted] reported the blower motor is constantly running. Independent service contractor, [redacted] [redacted] was dispatched to the home and reported the evaporator coil is leaking and the evaporator coil needs to be replaced. [redacted] [redacted] did not report the system was unrepairable and in need of replacement. We do apologize if the contractor told [redacted] that the system had to be replaced. To be clear, 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 the independent contractor replaced the system, this was without our knowledge or direction and her dispute would be with [redacted] [redacted] and not HBRWC. If [redacted] would please refer to the Agreement under the Terms & Conditions; section C-1 “We will not pay for any services performed without our prior authorization.” In addition E-1; “We reserve the right to determine whether Eligible Equipment or its components will be repaired or replaced.” Even if the independent service contractor’s recommendation was to replace the system, the final decision for repairs or replacement is solely ours. When only one component has failed on a system. Our decision would have been to repair and not replace. ** [redacted] has been sent to our contractor relations department to address this issue.
 
A representative has contacted [redacted] and a repair buyout at our cost to replace the evaporator coil has been offered to her. She is still in discussion with the representative. 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

Complaint: [redacted]
I am rejecting this response because:my claim was submitted on June 6, the purchasing supervisor told me on the phone conversation I had (which is recorded) that the contractor they provided was shady and he would be upset with them too, the poor customer service in which I received in the month and a half wait to finally pick my own contractor to fix the problem and the lack of communication between 2-10 and trane for receiving the correct parts on the first order. I have since taken a buyout from 2-10 due to my wife being pregnant and needing a/c for her comfort. This was started as a "EMERGENCY" claim and it was dealt with no urgency. I will never recommend this company and as a matter a fact I will go out of my way to make sure no one I know ever chooses to use them. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because, they were supposed to refund me for the warranty and it's been 15 days since they said they were sending me a check.
Sincerely,
[redacted]

he 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....


 
All of the contractor’s 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. The independent contractors DO NOT make coverage decisions; HBRWC does. If [redacted] has issues with a contractor stating something is not eligible, he needs to contact HBRWC as the contractors are not fully versed in the Terms & Conditions of the Agreements.
 
Gas Oven claim - Our records indicate for [redacted]’s gas oven, on January 3, 2014, the contractor reported the gas oven is fine, no failures. It is the gas line going to the gas oven that is leaking. Per the Agreement, under the Heating and Plumbing section, the only gas lines that are eligible for coverage are the ones leading to the furnace and the water heater. All other gas lines are not eligible.
 
Air Conditioning claim - On June 17, 2014, the contractor All Home Services was dispatched to the property. The contractor never reported his findings, usually because it is an easy fix and under the customers service fee. [redacted]’s air conditioning claim WAS NOT denied. If he was still having issues with his air conditioner, he should have called in to HBRWC and set up a recall/return visit for All Home Service; the deductible would have been waived.
 
Roof claim – On September 29, 2015, the contractor reported there is a leak above the kitchen in the rear of the home. To stop the leak, he would need to replace a few shingles 3ft x 4ft area. His cost to make the repair was $350, less [redacted]’s $100 service fee, the contractor was authorized $250 to perform the repair. Per the 2014 – 2015 Agreement, under Roof Leak Repair; “Water leaks must occur in the roof located over the occupied living area (excluding garage), provided the leaks are the result of rain and/or normal wear and deterioration and the roof was watertight and in good condition at the effective date of coverage.”. In addition, there is a maximum amount paid out on roof claims of $300. This is also located in the roof section; “DOLLAR LIMITS PER SERVICE AGREEMENT: * Cost to diagnose, repair and/or replace - $300”. It is clear that the roof coverage is meant for minor repairs up to the $300 maximum and it is not intended to replace an entire roof. This is a Limited Service Agreement, when an entire roof is in need of replacement, we usually suggest the customer contact their homeowners insurance.
 
Present Air Conditioning claim. On May 17, 2017 [redacted] reported online, his ac unit is not blowing cold air. The independent contractor, [redacted] reported: “Checked the system, checked the charge (refrigerant), and checked the indoor unit. Found unit running on very high head pressure and that causes the unit to not work properly. The heat exchange between outdoor coil and air is not great and that’s why we have high head pressure. Acid coil cleaning is recommended.” The technician found no mechanical failure to the air conditioner. The system needs cleaning which is at the customer’s expense. Per the Agreement under the Terms & Conditions; B-7 “We are not responsible for ...the cost of cleaning any parts or equipment.” B-16; “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer”. A representative explained the system needs to be cleaned and that we need an eligible failure in order to initiate repairs. [redacted] was given options of getting his system acid cleaned or getting his own second opinion. [redacted] will first attempt to have [redacted] return and provide a more in depth diagnosis. He will request this personally from them. The representative forwarded [redacted], to our contractor relations department due to giving [redacted] the impression that we deny the majority of our service request.
 
Many times a system needs to just be cleaned in order to work properly. If after the cleaning and there are still issues with the system, then this will be addressed without a service fee. It should also be pointed out that [redacted] can use any HVAC contractor to clean the system. If [redacted] decides to go out of our network, we request he calls in and we will explain and email him the guidelines for using a contractor out of our network.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value his business and we look forward to hearing from him soon.
 
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,
Shannon [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 claims. Thank you for the opportunity to review and...

respond.
 
Concerning contractor availability in Mr. [redacted]’s service area. 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. We do apologize for this inconvenience. When this occurs, we do give the customer the option to locate their own contractor. We do have this right as explained 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.”
 
Mr. [redacted] has already cancelled his Agreement. We apologize his experience has led him to this decision. The Agreement was cancelled as stated in section F of his Agreement, which states:  “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term” We regret we would not refund the full years Agreement as we are not liable for such expense.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/18) */
The Office of the President at [redacted] Home Buyers Warranty of Virginia, Inc. ("[redacted]") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located the claim which is for the property XXXX XXnd Street East...

in Arlington, as well as Ms. [redacted] Limited Home Service Agreement ("Agreement"). Thank you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that Ms. [redacted] and her tenants may have experienced during the claims handling process. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We will have this matter investigated further internally.
Our records indicate that Ms. [redacted] submitted two receipts for temporary cooling units, coming to $294.68 total. To date, Ms. [redacted] has been reimbursed $150 of those costs, as well as the $100 service fee that she paid to the service contractor. Due to the delay that occurred, we do agree to reimburse the remaining balance of $144.68 to Ms. [redacted].
We will not be reimbursing the non-covered charges that Ms. [redacted] paid to the service contractor for the repairs. Disposal of refrigerant and equipment and modifications due to different dimensions are not eligible for coverage pursuant to sections E-10 and E-2 of the Agreement, respectively.
We regret that [redacted] has not been able to determine why the initial parts that were ordered on [redacted] 19th did not arrive at their expected date. [redacted] received confirmation of the order and its shipping from the manufacturer. Similarly, we did not receive any notifications of further delays or trouble that that order. Once Ms. [redacted] brought this to our attention, a new order was made. It was not possible for our customer service representatives to explain this to Ms. [redacted], since it is still unknown what occurred with the manufacturer that led to this delay. We would note that section E-9 of Ms. [redacted] 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."
We further regret that it was not possible to expedite the shipping of the equipment order without risking damage to the equipment. It is for this reason that [redacted] does not expedite part orders on HVAC parts. We apologize for any inconvenience that this may have caused.
The second equipment ordered was received by the contractor, and repairs were completed on the 6th of June. We again apologize for any inconvenience that Ms. [redacted] may have experienced.
Sincerely,
[redacted]
Office of the President
[redacted] Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response and the apology. I found this whole experience to be very frustrating. I am pleased that they have agreed to reimburse me for the cooling unit costs but, contrary to their representation, I have not received the initial payment of $150 towards this- despite being told the check had been ordered three weeks ago by customer care representative [redacted]. I did receive the check for $100. I called yesterday to inquire about the status of the $150 payment and was told that the check had not yet been processed and that they would rectify that error. Until that error has been rectified and I receive the full amount to reimburse me for the air conditioning units that I was forced to buy, I will not be able to say that I accept the response from the business.
Final Business Response /* (4000, 9, 2015/07/11) */
The Office of the President at [redacted] Home Buyers Warranty of [redacted], Inc. is in receipt of the rebuttal submitted by [redacted]. We apologize for the error that occurred regarding the reimbursement of the $150 that was offered in our previous response. Our records indicate that the check was mailed on June 25, 2015, and that [redacted] should have received it by the time of this response. If that is not correct, we request that the customer contact us immediately by calling XXX-XXX-XXXX or emailing [redacted].com
Sincerely,
[redacted]
Office of the President
[redacted] 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 19, 2016, [redacted] reported on line his air conditioner is leaking water.
Independent service contractor, [redacted] was dispatched to the home and reported the drain pan is too large for the return and causing water to come out and causing water damage. The technician recommends a new drain pan. To replace the drain pan due it being too large is improper and not eligible for coverage. Mr. [redacted] said he would pay for the drain pan. On July 26, 2016, Mr. [redacted] called in requested a different contractor because he does not trust the contractor’s diagnosis. Independent contractor [redacted] was dispatched and reported the drain pan is cracked and missing a piece. The contractor was authorized to replace the drain pan. It was found the drain pan is on backorder for three weeks. A call was recently placed to [redacted] and there was no ETA. At this time, we have authorized the contractor to supply the drain pan as there supplier can get it within a week. A call was placed to Mr. [redacted] as to the status. [redacted] has been sent to our contractor relations department to be addressed due to Mr. [redacted] dissatisfaction and the fact they should have recognized a crack drain pan.
 
Concerning the water damage, If [redacted] would please reference her agreement under the Terms & Conditions 5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage” In addition E-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, including…water damage,” Water damage is not eligible for coverage. We do suggest Mr. [redacted] check with their Home Insurance.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on December 11, 2016, Mr. [redacted] reported online his water heater is not producing hot water. The independent contractor [redacted] was dispatched to the home and reported “the gas valve is blinking and the code is calling for a new burner kit to fix this” The contractor was authorized to replace the gas valve. The contractor did not have the part # and was to call back. On December 15, 2016, the contractor told us he could not locate the part and wanted to replace the water heater. Our parts department found that the water heater was manufactured in 2011 and the part was still under manufactures warranty. The contractor was advised he can swap the part out under manufactures warranty and they agreed. On July 16, Mrs. [redacted] called requesting another contractor. She felt [redacted] was purposely delaying the claim. [redacted] was sent to our contractor relations department to investigate and addressed. The independent contractor [redacted] was dispatched and reported they did could not find any failures. There were no longer any error codes and the water heater is working as it should. The water heater apparently just need to be reset. A representative of this department called and spoke to Mrs. [redacted]. She confirmed the water heater is working.
 
We do acknowledge the contractor [redacted] had unnecessarily delayed this claim by not following through after their initial diagnostics. HBRWC would like to apologize for the inconvenience Mr. [redacted] may have experienced due to the delay. 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 [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 18, 2017, [redacted] reported his Sub-Zero is not freezing. The independent contractor, [redacted] (“[redacted]”) was dispatched and reported the defrost board shorted and the board was ordered with an eta for May 11, 2017. On the morning of May 16, 2017, a representative called [redacted] for the status. [redacted] advised the board just came in and he will schedule an appointment with [redacted]. Later that evening [redacted] called in and was upset as [redacted] missed the appointment and has not returned his calls. The representative sent [redacted] to our contractor relations department to see what is going on. On May 18, 2017, [redacted] contacted HBRWC as [redacted] was still being non responsive. The representative decided to dispatch another independent contractor, [redacted]. Sending a different contractor does start the process all over again as every contractor will not go off another contractor’s findings. When our contractor relations received the complaint against [redacted]. The contractor relations representative was able to put the claim back on track. [redacted] has reported that the part is installed and the refrigerator is operating correctly.
 
A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. [redacted] unprofessional behavior has been addressed. We hope [redacted] understands that there are some things that are out of our control. Per the Agreement under 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 or labor difficulties.” This was certainly a labor issue with the independent contractor.
 
We do empathize how frustrating it can be with a malfunctioning refrigerator. HBRWC apologizes for this inconveniences. We value [redacted]’s 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 (“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.
 
Mrs. [redacted] is correct, in the Agreement under Plumbing; “DOLLAR LIMITS PER SERVICE AGREEMENT: * Faucet repair and/or replacement - $150 per faucet.” The independent contractor billed out “online” his diagnostic fee of $65 per faucet, leaving a remaining balance of $85 per faucet. Mrs. [redacted] took a buyout on each of the faucets and purchased her own faucets. The contractor’s diagnostic time would go toward the $150 maximum. 2-10 HBW does not know if the contractor told Mrs. [redacted] if they would install the faucet for the amount they billed out for. A representative did contact Mrs. [redacted] and was able to come to a settlement.
 
We apologize to Mrs. [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 /* (1000, 5, 2015/05/29) */
The Office of the President at [redacted] VI ("[redacted]") is in receipt of your inquiry submitted under case number 75256401 by [redacted]. We have located your [redacted] Agreement ("Agreement") and applicable...

claims. Thank you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We do acknowledge that you should have been offered out of network service contractor procedures on [redacted] 12, 2015 after it was determined that Live Electric would not be providing service to this property.
We regret that we did not have an alternate electrician in our list of preferred service vendors to service the area. While [redacted] makes every attempt to have coverage for every trade in a region, sometimes this is not possible. Per section C-3 of your Agreement: "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 and call us for prior authorization to perform service. Your service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements."
[redacted] has also reviewed information submitted by Ms. [redacted] for the repairs to the air conditioning system. The invoices submitted state that on [redacted] 13, 2015 the service contractor Air Around the Clock removed the evaporator coil and drain pan and charged $395 at that time. This contractor also replaced a control board for the outdoor condensing unit on the 18th of May. At that time, they charged $695 for the repairs. While we do not have a dedicated invoice, Ms. [redacted]'s complaint indicates that the evaporator coil was also replaced for $2300 total on an unspecified date.
We regret that the work performed on these dates are not eligible for coverage. [redacted] was not notified of these repairs until [redacted] 20, 2015, after the repairs had been completed. Per section C-1 of the Agreement: "We will not pay for any services performed without our prior authorization. Notice of the problem must be received by us during the service period."
While we do acknowledge that Ms. [redacted] did experience difficulty due to a lack of electrical service contractors able to perform repairs, [redacted] does have multiple HVAC contractors in Ms. [redacted]'s area. They would have been able to offer professional service in a timely manner had [redacted] been notified of the failure.
We apologize that we are not able to be of further assistance. We do appreciate Ms. [redacted] for bringing your concerns to our attention so we may review the matter further.
Sincerely,
[redacted]
Office of the President
[redacted] VI
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response the electrician. That was very frustrating as they should have informed me at the beginning that this would be out of network since they did not have adequate contractors. The first 2 services on the AC were not reported until after work was performed. While I would appreciate consideration for that, I do not expect payment. The 3rd interaction for the AC was handled as I was instructed. I called prior to having the work performed. I submitted the estimate as requested. I received no response for at least 24 hours and went forward with the work. I only received a response after 48 hours when I called to find out why I did not receive information. That estimate was for $2300. I was told the estimate had to be sent to them before the work performed, which is what I did. When I called that Friday (after 48 hours) I was told that the estimate went to the wrong email (that was the email that had been provided). I think it is really bad practice to give instructions then have the customer feel like they are a "bad customer" because the customer care people followed their procedures to the letter. It appears that this organization doesn't have adequate coverage and then the home owner is not sure when or what should be done.
It would satisfy me if they acknowledged and reimbursed me for the $2300 invoice for work that I did try to follow their procedures but received no acknowledgment.
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree the work was completed the day after the request was placed. I was informed at the time that would be OK as long as I sent the estimate prior to the work. the agreement said they needed 24 hours to respond. I waited the 24 hours to actually have the work completed. I was told 2 days later that I sent the authorization to a wrong email even though that was the email that I had been provided. I feel this company and this warranty is a scam.
Final Business Response /* (4000, 13, 2015/07/11) */
The Office of the President is in receipt of the rebuttal submitted by [redacted]. We would refer [redacted] to our previous responses in which we advised of our procedures and why the repairs were not eligible for coverage.
Sincerely,
[redacted]
Office of the President
[redacted]

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

to review and respond.
 
Our records indicate on July 7, 2016, [redacted] reported his air conditioner is not blowing cold air. Due to the urgency, He used his own out of network contractor and the out of network guidelines were explained to him by our customer service department. The Agreement makes it quite clear that an out of network contractor must call in prior to any work being done. This is located in the Agreement under the Terms & Conditions; A-1. “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor”. A Representative called [redacted] and he explained we were closed when his contractor tried calling prior to work being performed. He had no choice but have them complete the repairs due to his condition. It does explain we are open. Under page 3 of the Agreement on How do I request Service “Contact us at 2-10.com or [redacted], 24 hours a day, 7 days a week”. We are understanding of the Stokes situation and we have come to a satisfactory settlement.
 
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