2-10 Home Buyers Warranty

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

opportunity to review and respond.   Our records indicate on June 6, 2016, [redacted] reported there is a persistent leak in the unit and 5 lbs. low on Freon. Independent service contractor, Adjustable Plumbing Heating & Cooling was dispatched to the home and reported the Trane air conditioner had a Freon leak in the evaporator coil. Industrial standard finds it acceptable to replace a universal evaporator coil with the original condensing unit as long as they are within specs. [redacted] lives in North Carolina where government regulations follow the Air Conditioning, Heating, Refrigeration Institute (AHRI) guidelines. Due to these government regulation, in his state, the evaporator coil must match the outdoor condensing unit in brand and seer as well as being tested to be compatible.   While the evaporator coil is eligible for coverage because there is a failure, the replacement of the outdoor condensing unit is not eligible for coverage (no failure).  This is explained in the "More Info to Know" section of [redacted] Agreement on page 5, when it states, "At times, State and Federal agencies will pass laws, or regulations, that change what is required when replacing part, or all, of a system such as heating, air conditioning, appliances  or electrical. We will cover costs related to the failed item, but not costs related to the additional government requirements." This is also stated in section B-3 of [redacted] Agreement:  "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances."   On June 13, 2016, Trane notified us that the identical evaporator coil was 7-10 days out. We felt it best to order the Trane coil as this would save [redacted]’s quite a bit of out of pocket cost by no having to replace the outdoor condensing unit. The below email was sent to [redacted] concerning his options.   “Good Evening,   We have found the coil that is needed for your system however we are only able to get this in Denver which the time frame on that is 5-7 days out. You will have three options available to you at this time: 1.     Accept the 5-7 day delay 2.     Accept the cash out amount of $803.37 3.     We could go with a universal coil however in your state the outdoor unit would have to match brand  but since the contractor didn’t report any failures with the outdoor unit  that would be an out of pocket expense. We would have to get an estimate from Adjustable on that Please call us back at [redacted] and let us know how to proceed”   [redacted] did call back and accept the 5-7 day delay and the coil was ordered. The contractor had called on June 23, 2016 reporting they had not received the coil. A call was placed to Trane and they reported it is now on back order for 45 days. It was later found that Trane had made an error and the coil was shipped out the next morning. When the contractor received the coil, they stated it was too big and they could not make it fit. We confirmed with Trane this was the correct coil. [redacted] was in direct contact with a supervisor to get this resolved. The supervisor contacted an HVAC company that [redacted] has associations with and got their cost for repair. A buyout was offered to [redacted] so he could move forward with his HVAC company. [redacted] accepted the offer.   HBRWC apologizes to [redacted] for the experience he has had 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

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 March 23, 2017, [redacted] reported online, the microwave is not heating or cooking food properly. The contractor reported the door switch and lever lock are worn out. The contractor requested we supply the parts. This was sent to our supply research department where it was found on ** website [redacted] that [redacted]’s ** microwave, model # [redacted] is a countertop. A trim kit is available for purchase, to give the microwave a built in look. We request the Revdex.com to go to the ** website. When you put in this model in the search box on the upper right, the FIRST page that comes up is the model with the wording "** Profile™ Series 2.2 Cu. Ft. Countertop Microwave Oven".
Then clicking on that link brings up the main page for this model with specs of it and features and one of those features state "Built-in capable microwave - This countertop microwave oven is built-in capable with a sleek matching trim kit".
 
That alone should tell all that this unit is a counter top and the trim kit makes the unit "LOOK" built in - the trim kit does not change the FACT that this model is a COUNTER TOP microwave. It was also confirmed through [redacted] Parts Direct that this is a counter top microwave. This has also been confirmed with our appliance expert. Per the Terms & Conditions of the Agreement under Kitchen Appliances “Excluded: Built-in Microwave: portable or counter top units,” This means counter top microwaves are not eligible for coverage. As a gesture of goodwill and not an admission of liability. HBRWC has reimbursed both of [redacted]’s service fees to put toward the repair or replacement of her microwave. It will take approximately 10 to 14 business days to receive the checks.
 
We do apologize for any inconvenience by any employees that came across rude or disconnected a phone call. We take these accusations seriously and can assure her that it is not acceptable for anyone to be rude. This matter will be investigated internally so we may make corrections and continue to improve our service. We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
Their response doesn't address the unacceptable level of customer service my husband and I recieved. Their methods come across as shady or fraudulent. However, my panel is getting fixed on 2/25 and 2/26 is the last day of our contract together. I am happy to get the issue resolved and walk away from this company. That is the best resolution for complaint ID 11127123.
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.
 
We do respectfully disagree with Mr. [redacted]. We will not downsize a heat pump system an entire ton, even if it does cost 2-10 HBW more, as the Agreement requires we replace equipment with similar features. This is described in the Agreement’s Terms & Conditions, B-2; “When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency”. We will not downsize as this opens 2-10 HBW up for potentially replacing the system again if a homeowner is not happy with the smaller unit. By staying with the similar size, 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Agreement. Mr. [redacted] was given the option of taking a cash buyout since he we will not downsize to a 4 ton. Mr. [redacted] has accepted the buyout.
 
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. 
 
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 air conditioner claim. Thank you for the...

opportunity to review and respond.   Our records indicate that 2 different systems were worked on prior to the third system being diagnosed. [redacted] is correct in that the Agreement covers up to 2 systems and a 3rd system would not be eligible. We are understanding of [redacted]’s situation and have agreed that due to the nature of the first failure caused by a loose wire, the first claim will not be consider an incident. HBRWC has contacted the contractor to move forward with the repairs of the present claim and the equipment has been ordered. A representative of this department called the [redacted] residence and spoke to [redacted]. She was updated on the status and found this satisfactory. She will relay this information to [redacted].   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”). Thank you for the opportunity to review and respond.
 
Our...

records indicate on March 15, 2107, Mr. [redacted] reported since March 8, 2017 his furnace has not been heating. The independent contractor, [redacted] was dispatched and reported the heat exchanger has cracks and producing carbon monoxide. The cracks were visible as well as a carbon monoxide detector was used. There was also evidence of prior flame roll out. The contractor found 3 of the 5 chambers had cracks. The second chamber had a 3 inch long crack, the third chamber, a 2 inch crack and the fourth chamber had a 4 inch crack.  The Agreement’s original effective date was February 28 and the failure was noticed March 8. The cracks with evidence of flame roll out could not have occurred within the 8 days that the Agreement had been in effect. The claim was denied due to multiple lengthy cracks with evidence of flame roll out. Mr. [redacted] was advised that his furnace claim was not eligible for coverage per the Terms & Conditions; “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement.”
 
Mr. [redacted] disputed the denial and advised he has information showing the furnace was in good working order. He sent in his home inspection which showed the furnace was working fine. Mr. [redacted] also advised he has been in the home since February 8. The representative called the agent to verify this. A copy of the HUD information was received which verified the effective date of closing was February 8. The effective date of the Agreement was changed to February 8 and the claim was overturned. The contractor was authorized to replace the furnace and the furnace has been ordered.
 
HBRWC would like to apologize for the error of the effective date. At this time we do not know if the information was sent over to our agent services department like this or if this was an internal error. We value Mr. [redacted]’s business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. Thank you for the opportunity to review and respond.
 
We apologize in advance to [redacted], if the sales representative was out of...

line. This matter will be investigated internally. [redacted]’s complaint has been forwarded to the Sales Management to stop any further solicitation.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: even though the warranty agreement was canceled, I gave the company two years o fix the issue and all they could do is apologize and say only thing they can do is have me find my own contractor and every contractor I spoke with refuses to work with 2-20 hbw. I past that info along and 2-10 hbw and they apologized again and said there was nothing they could do, because they would not be able to approve the job or completion without the contractor forwarding info to 2-10.  Also if I did the work myself they wouldn’t pay because I’m not a licensed contractor. And ths wasn’t just the first incident, this was the fourth incident. I would understand if it was one time but every time I requested a work order I did not receive any service from a service provider that I paid. Of course I canceled. My contract was up and I refused to start another contract knowing that they couldn’t provide the Sevice they guarantee. I think if all the recordings and notes pulled from last three years someone could see my frustration. I won’t except the text book answer on my issue. And I won’t accept that 2-10 won’t or can’t provide payment because I canceled my contract.  Out of the three years that I have religiously paid on time. I’m not expecting that 2-10 pay the first two years. That’s on me because I gave the benefit of doubt. But this past year is not acceptable. I paid for a service that couldn’t provide Any form of assistance. I want this past years money back.. I don’t believe this situation will help 2-10 marketing and retention, because I’m willing to take his situation as far as it needs to go in order to get what’s owed to me. The next step is up to 2-10. 
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]’ Limited Home service Agreement (“Agreement”) and applicable water heater claim. Thank you for the opportunity to...

review and respond. Our records indicate on May 7, 2016, [redacted] reported the water heater is leaking at the top. Independent service contractor, [redacted] (“[redacted]”) was dispatched to the home to evaluate the water heater. [redacted] reported the water heater is located in a first floor closet and they will not work on water heaters in that type of restricted area. Every effort was made to find a contractor to service in a timely manner but we were not successful. Pursuant to 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.” The representative asked if she could contact her own out-of-network service contactor. She located a contractor that was able to service on May 18, 2016. Her contractor was authorized to do the replacement of the water heater. A representative of this department contacted [redacted] and confirmed the water heater was installed May 19, 2016. For her troubles, the representative offered her service fee back and she accepted. We sincerely apologize for any frustration or inconvenience that [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 warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by [redacted]. As a goodwill gesture, we have picked up the out of pocket cost of $120 and this will be paid directly to [redacted] has been updated and they will not seek payment toward [redacted].
 
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 there have been multiple unrelated issues with the air conditioner since July 3, 2017. Originally the compressor had shorted out and the reversing valve and the [redacted] were stuck. An independent contractor was approved to replace these parts. On September 8, 2017, a different independent contractor reported a problem with the evaporator coil and he was approved to replace the coil. Then on September 27, 2017, [redacted] notified us that the air conditioner is still not working properly. The independent contractor Dawson Service, was dispatched and reported the capacitor had two melted wires at the end. The technician replaced the capacitor and the unit was working normally. A representative spoke with [redacted] and explained that as long as he has the Agreement, the air conditioner would be eligible for coverage.
 
2-10 HBW will not replace an entire system when only a few components need to be replaced and we do not replace a system due to age. As a system ages, there are unforeseen breakdowns that are unrelated to the original failure that will occur. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. These type of repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. As 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.” 2-10 HBW does take the independent contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours.
 
2-10 HBW would like to apologize for the inconvenience [redacted] may have experienced. We value her business and we look forward to serving her future warranty needs.
 
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. I would like 2-10 to be aware that because of the way their contractors and their own employees handled this situation, that I will not be renewing my contract with them as I have previously and planned to this upcoming year. It is unfortunate that they allow such events to take place that result in loss of business.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/05) */
August 4, 2015
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on July 4, 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, diagnosis, professionalism and service issues [redacted] mentioned have been investigated further internally by our company to enhance our service request handling process.
In the inquiry [redacted] mentioned HBRWC was closed on the weekend, that there was misinformation regarding the diagnosis, inappropriate time frames for resolution, lack of professionalism and requesting the air conditioning repaired.
In regards to HBRWC being closed on the weekend, we are open on the weekends and provide multiple methods of contact with our customers. We can be reached by phone at X-XXX-XXX-XXXX, 24 hours a day, 7 days a week, by selecting multiple options on our Website 2-10.com, email by selecting "Contact Us" from our Website, or utilizing our Homeowner Portal from our Website.
The independent service contractor T & T [redacted] & [redacted] had provided us with their diagnosis on June 29, 2015. We acknowledge there were some differences of information provided regarding the diagnosis. It appeared these differences lead to a communication of a possible improper installation causing the failures. After careful review of [redacted]'s service request we dispatched another independent in network service contractor to perform a diagnosis.
In regards to the time frames for resolution, [redacted]'s service request was placed with our company on June 5, 2015, and confirmed completed on July 17, 2015. Although we strive to provide fast and reliable service to all of our customers, [redacted]'s service request involved additional independent in network service contractors to be dispatched for performing diagnosis and repair and this contributed to the time frame involved.
We dispatched [redacted] and [redacted] an independent in network service contractor, on July 6, 2015, to diagnose [redacted]'s system. We confirmed that on July 17, 2015, [redacted] and [redacted] replaced the fan motor and the system was operating as intended.
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,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/23) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") are 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 claim. Thank you for the opportunity to review and respond.
We sincerely apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process. Our records indicate that a claim for the refrigerator was first placed on May 27, 2025. HBRWC attempted to make repairs to the refrigerator per section E-1 of Ms. [redacted]'s Agreement which states, "We reserve the right to determine whether Eligible Equipment or its components will be repaired or replaced."
Since Ms. [redacted] did have a $400 limitation on appliances, as stated in the trade section of the Agreement, the goal was to repair the refrigerator and prevent potential out of pocket expenses. We do acknowledge this was not successful and sincerely apologize for the delay.

Our records indicate that on July 29, 2015 the independent contractor recommended replacement of the refrigerator. HBRWC costs to replace this refrigerator came to $831 total. Initially, this amount was offered in error. This was noted on July 30, 2015 and was corrected to offering $400 total for repairs. Ms. [redacted] did provide all of her information for the buyout check of $400, however this was never processed. We acknowledge that both of these instances caused preventable delays and sincerely apologize. Finally, we would note that while our notes state that HBRWC replied to Legal Shield on October 14, 2015, we were not able to locate that letter and as such cannot confirm that it was mailed and emailed to the correct location. We will continue to search for this information and will resend the letter once it is located.
Due to the inconveniences that Ms. [redacted] experienced, HBRWC is modifying this and will be sending Ms. [redacted] a check for the $831 she was initially offered. We would note that this is being offered as a gesture of goodwill and not by admission of liability, since the correct amount is the $400. We are requesting this check be sent priority mail, but would note that due to the Thanksgiving holiday it is likely that Ms. [redacted] will not receive the check until next week. If she does not receive the check by December 4, 2015, HBRWC requests that she please call XXX-XXX-XXXX to speak with [redacted] directly.
We would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We again would like to apologize for any frustration or inconvenience that Ms. [redacted] may have experienced. We will be reimbursing her $831 and not the $400 originally specified, due to errors that occurred during the claim handling process.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Holiday

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] Limited Home service Agreement. [redacted] has an active warranty with 2-10 HBW. He has not informed us by...

phone that he does not want to be disturbed concerning his warranty needs. An email has been sent to warranty administrations to note his warranty that he is not to be disturbed.
 
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.
 
HBRWC received a claim from [redacted] on May 24, 2017 with the report that the air conditioning system was not blowing cold air.  The Independent contractor, [redacted] went to the property and reported there is a leak in the indoor evaporator coil on the Air Conditioner and there is a crack on the third heat exchanger for the furnace. [redacted] was authorized to replace both the indoor evaporator coil and furnace. HBRWC ordered the equipment through Lennox.
 
The Field Service Manager (“FSM”) for [redacted], spoke to the owner as to why they have not pulled the permit for the inspection. The FSM does have noted in the claim on August 10, 2017 that he spoke with the owner of [redacted] questioning his license. The owner advised in the state of [redacted], as long as he holds a license to work in [redacted], they allow him to use that to work in [redacted]. He told the FSM will have to call [redacted] county office to correct this issue.
 
On August 10, 2017, the FSM spoke to [redacted] and offered to dispatch the independent contractor, [redacted] to look at the unit. [redacted] reported a permit was not pulled. Everything is up to code and everything is sealed correctly. The air conditioner has a 23 degree temperature drop (normal). The humidifier is not hooked up and the plenum and transition needs to be rebuilt. [redacted] was approved to complete these repairs. [redacted] however would not pull a permit unless they did the install themselves.
 
The FSM did get a hold of [redacted] and they had not pulled the permit, as his mother had recently passed away. He was not trying to avoid him and he has someone who is following up for him. A few days later, the FSM tried to contact [redacted] on the status of the permit but he did not get a reply. On September 18, 2017, a representative called the [redacted] residence and received voice mails. A voice message advising we will be authorizing [redacted] to install another furnace as this is the only way they will pull the permit.
 
On September 19, 2017, the FSM heard from [redacted] and they can have the permit pulled by an affiliate contractor, [redacted] [redacted] for a full inspection. On September 19, 2017, the FSM spoke to both Mr. and [redacted], then sent this following email:
 
 
“Hello Ms. [redacted],
 
I’m not sure if the call was dropped due to signal, so I thought I would call you back and leave a voicemail. As per our conversation, we have got in contact with [redacted] to resolve this issue. [redacted] will have another technician come out to your home to do one last inspection on the install since you are not confident in the job [redacted] performed. Once they inspect the unit and if they find no issues with the design, they will then have the permit inspector come out to pass the unit.
 
I have spoken to [redacted], and they stated everything on the unit is functioning fine, and the install is not improper. They stated the only thing needed is a permit pulled. [redacted] refuses to pull permits for any system they did not install, so the only route they would have is a replacement. This was going to be done as a last resort if we were truly unsuccessful in getting in touch with [redacted]. However we were able to get ahold of them.
 
I have spoken to [redacted], and they stated to me they have left you several voice messages also in attempts to contact you with this info also.
 
I can coordinate them anytime today after 3 pm, or anytime tomorrow.
 
Please let me know how you would like to move forward so I can inform [redacted] of the time.
 
Thanks”
 
The FSM spoke with [redacted] and he decline to have the affiliate contractor, [redacted] [redacted] come out for inspection in order to pull the permit because he was told by voice mail that we would be replacing the furnace. The FSM advised, we will not replace the furnace again as all we need is a permit.
 
This is a brand new furnace that was installed. We were going to use [redacted] as a last resort, since [redacted] had not responded. Since [redacted] responded and is willing to have the permit pulled, there is absolutely no reason to tear out the new furnace and install another exact same furnace. In the [redacted]’s desired settlement, they requested a permit pulled so a thorough inspection can be completed. This is what HBRWC is trying to accomplish. At this point, the [redacted]’s are delaying their claim.
 
A representative of this department called and spoke to [redacted]. He does not want [redacted] or anyone associated with [redacted] inspect and pull the permit. He feels [redacted] illegally installed the furnace. We discussed the voice message that was left on replacement of the furnace. The representative explained that the voice message was before we heard from [redacted], guaranteeing they will have the permit pulled for inspection. Replacement of the furnace is off the table since [redacted] or [redacted] [redacted] will have the permit pulled for inspection. [redacted] understands this but does not like [redacted]’s workmanship and feels since they have been non responsive so often, he wants nothing to do with them or any contractor associated with them. HBRWC is standing on the decision to have just the permit pulled for inspection. We will not replace a new furnace. The inspection report will determine if there are any issues that need to be addressed.
Our customers are always welcome to use their own contractors. [redacted] did not have to use a network contractor. However they will not have the benefit of the lower costs that we can provide. When a customer chooses their own contractor, they will pay retail. Our obligation is to only pay what we would pay a network contractor as stated in the Agreement A-2.a “If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);” In addition, when a customer chooses to use their own contractor, they must also pay their contractor up front.
 
We acknowledge the delay that occurred with [redacted] was preventable and we apologize for this inconvenience. [redacted] wants to make this right, if given the opportunity. There are some things that are out of our control as stated in 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, labor difficulties or scheduling difficulties between you and the service contractor.”
 
The [redacted]’s have also submitted a complaint with the Attorney General which HBRWC has already responded to including [redacted]’s license and insurance information. As stated in the [redacted]’s desired settlement, our request with the [redacted]’s is to let [redacted] or [redacted] [redacted] do a final inspection and pull the permit. The inspection report will determine if there are any issues that need to be addressed. HBRWC respectfully requests the Revdex.com consider closing this case as this is being handled through the Attorney General’s office.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
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 [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
We regret the Heat Recovery System is not eligible for coverage under the Agreement, which state in the Terms & Conditions “We provide service for covered systems and/or appliances: 4. are specified as “included” on pages 3, 4 and 5 of this Service Agreement. If a system or item is not specified as “included” then it is not eligible for service;” This means since the Heat Recovery System is not listed as a covered item, it is not eligible for coverage (repair).
 
The Heat Recovery System could very well be code in [redacted] but the system itself has failed and it is not an item that is listed as covered. For example, if an HVAC item (ex: furnace) that was eligible for coverage had failed and in need of replacement. The contractor reports that the new furnace needs to be bought up to code in order to pass inspection, then the HVAC Plus option would apply. Per the Agreement; HVAC Plus option: “Perform service related to mismatched systems, components having incompatible capacity ratings on covered system or other code violations deemed necessary to affect covered repairs and replacements to heating or air conditioning. EXCLUDED: *Upgrades not related to an eligible repair” The Heat Recovery System itself is not a covered system and it is not a covered repair.
The present Heat Recovery System is not a code issue but a failure to an item that is not listed as covered under the Agreement.
We do apologize to [redacted] for the confusion.
 
[redacted]
[redacted]
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:  It is factually inaccurate and there is no legal reason for 2-10 to materially breach their agreement based on the negligence of 2-10 and their contracted service provider.First, [redacted] never contacted me about performing a nitrogen test as 2-10 claims.  That is not a viable defense of their lack of action.  Part of the reason for my complaint is due to the lack of responsiveness from 2-10 and [redacted].  This will now be the third version of the facts as given by 2-10.  None of the issues were with the physical condition of the unit, thus the suggestion that the physical damage to the unit is responsible for the problem is unpersuasive.Second, even assuming 2-10's assertion of [redacted]'s offer to perform the test is correct, there can be no doubt that the repairs I had to get done were emergency in nature.  Sweltering desert temperatures combined with the negligence of [redacted] and 2-10 is a combination for disaster.  I note that 2-10 relies on provisions in the service agreement that suit their needs, and do not address their and their contracted service providers negligence in failing to perform work in a timely manner directly causing the emergency repairs on the unit.  Third, put another way, 2-10 has a contractual responsibility to the client to ensure that the service providers they hire are able to do the job.  2-10 has a duty and by contracting with [redacted] to perform work, they both have a duty to abide by the contract.  2-10 and [redacted] both breached their duties by having a service provider respond who was unable to access the air exchanger panel, which I note was able to be accessed in a short amount of time by the emergency repair provider.  From 2-10 and [redacted]'s breach of that duty, they caused damages to me in the form of out of pocket expenses (and potentially engaging in fraudulent conduct, including but not limited to consumer fraud) and I have out of pocket expenses (damages) for 2-10's ultimate failure to provide the service they claim to be able to provide.  In short, this is negligence and a material breach of their contractual obligation.  The remedy is to pay all of my out of pocket expenses.
Sincerely,
[redacted]