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 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....


 
Our records indicate on June 2, 2017, Ms. [redacted] reported: “Ice Maker is not working, possible improper install. A piece does not fit.” Ms. [redacted] refused the first 2 contractors. The representative contacted the independent contractor [redacted] to service the claim. The technician reported the ice maker arm is hitting the back shelf. The [redacted] had little information on what work the technician did with the ice maker but thought the technician replaced it. On June 12, 2017 Ms. [redacted] called to report her dissatisfaction with the [redacted] technician, the technician did not give her a receipt and the ice maker still does not work. Ms. [redacted] did not want the same technician from [redacted] to come back. A different independent contractor, [redacted] was dispatched and found the ice maker needed to be replaced and [redacted] was authorized to replace the icemaker. Ms. [redacted] called into the office and advised us the refrigerator is leaking. [redacted] was sent back out to the home and the service fee is waived regardless if this is a new failure.
 
We acknowledge her statements regarding the [redacted] technician. [redacted] is a national company with an excellent reputation. We take these accusations seriously and can assure her that it is not acceptable for anyone to be rude. [redacted] has been sent to our contractor relations department to address this issue as well as their vague diagnostics. A stern criteria of the independent contractors we utilize is to provide our customers fast, friendly, reliable, professional service.
 
We regret, we are unable to replace the refrigerator or offer $1,300 up front to replace the refrigerator as the only failure to the refrigerator is the ice maker. We do apologize that we could not be of further assistance in this regard.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on May 5, 2017, [redacted] reported the salt cell is not reading any salt and no pressure on the filter gauge. On May 15, 2017, was still not able to locate a network contractor. We do regret that on occasion, HBRWC will not have a network contractor to service an area in a particular trade. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor while we continue searching. This is described 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, but they must call us for authorization prior to performing service."
 
The dispatch department was able to locate a contractor outside of our network, [redacted] to service. On June 7, 2017, [redacted] reported the salt cell has failed and not producing chlorine. The salt cell needs to be replaced. His cost for the cell is $695 + $130 labor + $100 service fee. [redacted] was authorized $825 to replace the cell. Per the Agreement on page 6; “POOL/SPA EQUIPMENT SALTWATER: DOLLAR LIMITS PER SERVICE AGREEMENT: Cost to diagnose, repair and/or replace - $1000.” This means there is only $175 remaining on the maximum for the pool coverage.
 
On July 4, 2017, [redacted] called in advising after [redacted] came out to his house and did the install of the cell, a new leak appeared. [redacted] believes it may have been caused by [redacted]’s install. The representative set up a possible recall to have [redacted] come out and look at the leak. On July 11, 2017, [redacted] reported the filter valve is leaking water badly due to age and normal wear and tear. It is not repairable and needs to be replaced. [redacted]’s cost to replace the valve is $318.90. HBRWC authorized [redacted] the remaining $175 maximum. [redacted]’s out of pocket cost would be $206.90 payable to [redacted] as this is the amount that has exceeded the $1000 limit.
 
[redacted] is an independent contractor and not an employee of HBRWC. We have no control over their pricing. If [redacted] feels that the independent contractor, [redacted] cracked the valve while installing the cell, his dispute is with them and not HBRWC. We regret that HBRWC will not be offering any further compensation as the claim maximum has been reached. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

opportunity to review and respond.   We sincerely apologize for the inconvenience that [redacted] may have experienced during the claim handling process.  We acknowledge [redacted]’s concerns regarding the wrong type of contractor being sent initially and will have that addressed with the representative in question to prevent such errors from occurring in the future.   We further apologize that the independent service contractor Faber’s Appliance was unable to failure to her downdraft with the parts.  Section B-1 of [redacted]’s Agreement HBRWC does solely determine whether items will be repaired or replaced.  We do attempt to repair whenever possible, as this is often more cost effect and, as [redacted] noted, there is a $400 claim limit per Appliance.  This limit applies to any repairs that are made or attempted as well as replacement.   With that said, we do empathize with [redacted] situation since those repairs made by Faber’s Appliance did not hold.  For this reason, we would like to offer her a check payment for the full $400 limit which she may put towards replacing her downdraft.  We request that she call us at [redacted] to discuss this offer further.  If this is acceptable, we will need to confirm that we have all of her information correct in the system so we can mail the check out to her.   We again apologize for any inconvenience that [redacted] may have experienced. We appreciate her bringing her concerns to our attention as we do take these matters seriously and we look forward to serving her future warranty needs.   Sincerely, Rachel Reeves Office of the President Home Buyers Resale Warranty Corporation Tell us why here...

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 January 21, 2017, Mr. [redacted] reported online the tankless water heater is making noise, vibrating when the hot water is turned on and low water pressure. The independent contractor [redacted] was dispatched and reported the tankless water heater was improperly installed. An isolation valve was never put on the water heater when it was installed. This is required to hold in the filters. Not having the isolation valve caused calcium buildup. The representative called Mr. [redacted] and explained that improper installation is not eligible for coverage per the Agreement under the Terms & Conditions B-11 “Costs to repair inadequate capacity, manufacturer’s recall, improper design, improper previous repair, problems caused by alterations or modifications, correction of improper installations or
correction of mismatched equipment will be at homeowner’s expense”. Mr. [redacted] told the representative that he will talk to the contractor about cleaning it. In addition B-7 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” And B-16 “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.”
 
The service fee is due regardless of the outcome of the claim. We are understanding of Mr. [redacted]’s circumstances. We agree with Mr. [redacted] that the contractor should have given him a recommendation regardless of our decision. For this, we have reimbursed his service fee. We ask Mr. [redacted] to allow approximately 10 business days to receive the check. The contractor has been sent to our contractor relations department to address this matter.
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] has 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 [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 9, 2016, [redacted] reported her air conditioner is not cooling. At the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely manner. The representative offered [redacted] to locate his own out-of-network service contactor and explained the out of network procedures. The most important factor is the out of network contractor must call in to get prior approval. Per the Agreement on page 3 under Who pays what?“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 located in the Terms & Conditions A-1 “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” On July 21, 2016, [redacted] stated he had a new unit installed. The representative explained that this was without our prior approval and requested to send in his information.
 
A supervisor has been assigned to this case. The invoice that was received does not show what was replaced and the scope of work that was done and why it needed to be done. It just shows that the contractor replaced the condensing unit on the roof with and the cost of replacement. This invoice gives us nothing to work on. We do not know if this is a package unit, a gas pack, Freon split system or heat pump. The supervisor has left voice messages with [redacted] to get the additional information and left a direct contact number. [redacted] had called the supervisor back once but did not have this information and was to call her back again but has not done so. The supervisor has also contacted Mrs. [redacted] and explain that once we have this information we will come to a resolution. The supervisor will continue trying to acquire this information. We also encourage [redacted] to please have his contractor communicate this information to the supervisor.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously.  We value his business and look forward to hearing from him and his contractor soon.
 
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 rebuttal submitted by [redacted]. Thank you for the opportunity to review further.   A representative of this department called and requested to speak to [redacted]. She acknowledged she was [redacted]. It was explained to her that at this time, we do not have any plumbers in her immediate area. Our contractor relations department is aware of this. There is no specific time frame when one will be contracted.   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”) that expired on February 4, 2016 and applicable claim. Thank you for...

the opportunity to review and respond.
 
We regret that we will not make the necessary repairs to the flange as the Agreement expired 1 year, 9 months ago and the Agreement was not renewed. In addition, we are unable to address the alleged consequential property damage caused by the flange. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only and is not intended to replace homeowners insurance. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We highly recommend [redacted] check with her homeowner’s insurance company.
 
To be clear, all of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are all licensed and insured and not employees of 2-10 HBW. If [redacted] feels that the independent service contractor, [redacted] miss-diagnosed the problem which may have also caused damage to the home, her dispute is with [redacted] and not 2-10 HBW. This is one of the reason we make sure all of the independent service contractors we “contract with on pricing” are licensed and insured.
 
We do apologize that we could not be of further assistance in this regard. 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11083061, and find that this resolution is satisfactory to me.
Thanks for dutifully and vigorously representing consumers.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/20) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Mr. [redacted]'s Limited Home Service Agreement and applicable claim....

Thank you for the opportunity to review and respond.
We sincerely apologize for any frustration or inconvenience that may have been experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We acknowledge Mr. [redacted]'s complaints regarding or customer service and will have them evaluated internally further.
In order to provide more assistance to Mr. [redacted], we would like to request that he submit a copy of his invoice for the work completed by the contractor that he obtained. This may be emailed to [redacted]@2-10.com or faxed to [redacted] Upon verification that the necessary repair was to the joint, we will contact Mr. [redacted] and authorize for a reimbursement of the expenses that he incurred.
We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously. We await the receipt of this invoice so we may assist him further.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted]
Thanks for your response. I am writing this letter to address your reply of my Revdex.com complaint.
1. I have attached the copy from the plumbing, which clearly stated that the leaking issue is the pipe joint.
2. Since the joint leakage is still not fixed now, I urge my home warranty company to fix this leakage as well as the damage on my ceiling at their expense.
3. From our first claim in Sep, it has been over 2 months. And the leakage issue is still there. What we want is to fix this problem at your expense, not only the reimbursement. Please fix it ASAP just like what your company has advertised to me when we first bought your service.
Thank you so much for your help. Please do not hesitate to contact me if you need anything else.
[redacted]
Final Business Response /* (4000, 9, 2015/12/01) */
The Office of the President at Home Buyers Resale Warranty Corporation would like to thank [redacted] for providing us with a copy of the report from [redacted] Plumbing. We have dispatched a new contractor to provide further assistance with the leaking joint so this issue may be corrected.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /[redacted]/
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
HBRWC has reviewed our records...

and verified that we do not have an active Limited Home Service Agreement for the property 118 Roanoke Road. As Ms. [redacted] did not provide an address or name for the customer in question, we regret we are not able to review any information. If Ms. [redacted] would like to submit this information, she may contact our company by calling 800.585.0976. At that time, we will review the claim information and contact the owner of this property. However, as Ms. [redacted] is not listed as an owner, we will not be able to supply herself directly with any proprietary information as that is confidential between HBRWC and the homeowner.
With this said, should Ms. [redacted] wish to have her client's cancel their Service Agreement, she may instruct them to email that request to [redacted]@2-10.com. If the Agreement is within the first 30 days, then we will issue a full refund. However, if the Agreement has been in place for more than 30 days and/or there are other claims which HBRWC has offered coverage and paid for, a pro rata refund will be issued.
Sincerely,
Rachel Reeves
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.
 
We do apologize to [redacted] caused by the delay of the first plumbing claim and the delay of the water heater claim. The same contractor was being non responsive with his diagnostic’s for the plumbing and the replacement of the water heater. Another contractor was recently dispatched to the [redacted] residence to address the claims. The contractor reported on the original plumbing claim the master shower is tile is allowing water to flow through. There were no plumbing issues found. This is not eligible for coverage as caulking and grouting are excluded from coverage under the Plumbing section. [redacted] was refunded her service fee. The water heater claim has been approved for replacement. The ETA of the new water heater is 10/17/17. The contractor also found a small portion of the washing machine drain line that is cast iron is leaking. The technician was approved to make the repair and the service fee was waived.
 
We do apologize for any inconvenience and delays. 2-10 HBW is committed to providing superior home warranty protection and customer service.  Her concerns enables us to make corrections and continue to improve our service. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because I disagree with 2-10's assertion that the repairs to the refrigerator stemmed from pre-existing conditions. Our contact at Towson Appliance indicated when we made the appointment for repairs that the refrigerator's failure was due to failures that could not have been detected prior to their occurrence. They further stated that the technician told 2-10 after the initial assessment that the damage was not from a pre-existing condition, only to have that assessment ignored. They also referred to their general experience that the company has produced rulings like this before in an effort to evade having to pay out any claims in the first month of a warranty.Additionally, we dispute the account of an unanswered voicemail on our phones. I waited five days for a return call, and after not receiving one, was forced to call 2-10 myself. They admitted that their records indicated that a call was due to have been made, but that none was actually made.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Dr. [redacted].  Thank you for the opportunity to review further.
 
The pedestals is not part of the washing machine. The pedestal has their own model number.  Dr. [redacted]’s [redacted] washer, model number [redacted] does not have a built in pedestal. Further, pedestals are not eligible. If Dr. [redacted] would please refer to his Agreement. The first sentence of the Terms & Conditions states; “To make our Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything.” Then right under this clause is states; “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;” Washers are identified on page 4 of the Agreement and pedestals are not listed. This means the optional pedestals are not a covered item.
 
In addition, as stated in the Terms & Conditions; B-1 When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or color. We are not responsible for matching any feature of an existing system or appliance that does not contribute to the primary function of that system or appliance.” As shown on the website, there is an optional pedestal for the ** washer that Dr. [redacted] accepted. The model number listed for the pedestal is [redacted]. This would be an out of pocket expense for Dr. [redacted] as the pedestal is not a covered item. Dr. [redacted] has been refunded his service fee.
 
Dr. [redacted] has alleged that the contractor had broken the pedestal which the contractor has denied responsibility. All alleged property damage claims are sent to the contractor relations department for review with the contractor. To be clear, all of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are all licensed and insured and not employees of 2-10 HBW. If Dr. [redacted] feels that the independent contractor caused damage to his pedestal, his dispute is with the independent contractor and not 2-10 HBW. This is one of the reason we make sure all of the independent service contractors we contract with on pricing are licensed and insured. This is explained in section B-5 of the Agreement when it states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
 
We regret that we cannot be of further assistance in this regard. 2-10 HBW has honored their obligations as specified in the Terms & Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:The fan is continuing to make a skipping noise. The contractor has communicated to me that they have to fight tooth & nail with you to get repairs done & that the insurance company tries to avoid replacement at all cost.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/02) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim.
Our records indicate that on October 26, 2015, Mr. [redacted] placed a claim on his furnace stating that it was not blowing warm air. On October 30, 2015 the independent service contractor [redacted] & A/C reported that the gas valve was stuck shut and there were multiple cracks on the heat exchanger that were approximately 3-4" in length with rust present in the surrounding areas.
It was determined that Mr. [redacted]'s furnace claim was not eligible for coverage pursuant to section 3 of his 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."
Heat exchanger cracks only develop and grow when the heat is in use. They do not occur or begin during the air conditioning season. HBRWC reviewed the average temperature in Mr. [redacted]'s area and found that temperatures through the month of October had high temperatures ranging from 75-85 F and low temperatures ranging from 46-55 F, with the exception of two days when the temperature was in the high 50's. As such, the furnace would not have been in use enough for these multiple cracks to develop.
On October 30, 2015 HBRWC offered to review Mr. [redacted]'s home inspection and requested that he submit that to our company. To date, this document has not been received. If Mr. [redacted]'s home inspection verifies that the inspector performed a visual inspection of the heat exchanger, then HBRWC [redacted] agree to overturn the denial. If, however, the home inspector did not visually inspect the heat exchanger or the inspection suggests a licensed contractor perform further evaluations, the claim [redacted] remain denied. Mr. [redacted] may submit the complete home inspection to [redacted]@2-10.com. HBRWC also agrees to evaluate the report from the gas company should Mr. [redacted] believe that [redacted] provide additional information or be of benefit.
We apologize that we are not able to be of further assistance at this time. Currently, Mr. [redacted]'s claim is not eligible for coverage per the independent diagnosis of a qualified service professional. [redacted] & A/C's report was not altered in any way. HBRWC does agree to review the matter further upon receipt of the requested documents.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the heater was used after the inspection and prior to its malfunction. Your analysis of mean temperatures for the month of October is invalid as there are many fluctuations in temperature, as well as in the comfort of the occupants. Second, [redacted] and [redacted] upon initial denial of claim argued the point, contending that it was very likely the cracks developed recently and were not "pre-existing". Finally, I have requested a copy of the inspection report from [redacted] but have not received it as of this posting. I [redacted] forward upon receipt.
Final Business Response /* (4000, 9, 2015/12/17) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Mr. [redacted]. We would refer him to our previous response in which we advised why his claim is not eligible for coverage. We apologize we are not able to be of further assistance with this matter until such a time as Mr. [redacted] submits a copy of the report from [redacted]
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

2-10 HBW is committed to providing superior home warranty protection and customer service, and we are always willing to assist the consumer to address any and all warrantable repairs.  However, there are certain coverage limitations that apply, and we are obligated to be bound by them pursuant...

to the warranty documents issued in connection with the consumer’s home.     In this case, the consumer filed a claim under a Limited Structural Defect Warranty provided by 2-10 HBW.  The warranty covers the consumer’s home against major structural defects for 10 years.   The Warranty terms require payment of a $250.00 investigation fee.  This is a non-refundable fee that goes towards the cost of an engineering investigation.  The fee requirement is clearly stated in the warranty documents provided to the consumer.   2-10 HBW hired an engineer to conduct an on-site investigation of the claim concerning a broken roof framing element.  The engineer observed the reported damage, took photographs and produced a report detailing the observed conditions.  The damages did not qualify for coverage pursuant to the terms of the Limited Structural Defect Warranty.    2-10 HBW provided the consumer with a copy of the engineer’s report with a letter explaining the reasons why the Warranty did not cover the reported conditions.           2-10 HBW believes the consumer received fair value for the $250.00 investigation fee.  He received a home inspection and report from a licensed engineer valued at over $1,200.   2-10 HBW understands the consumer is not happy with the final outcome, and is sorry the consumer feels we did not perform up to his expectations, but we are confident the consumer received a thorough investigation and fair evaluation of his claim.

Initial Business Response /* (1000, 5, 2015/11/17) */
The Office of the president at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. Connaway'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. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We will have Ms. [redacted]'s concerns regarding the delay she experienced evaluated internally so we may find way to continue to improve service to our customers.
In her complaint, Ms. [redacted] mentions difficulty scheduling for repairs due to her availability for appointments. We apologize for the difficulty this caused. At the same time, HBRWC would note that page 3 of Ms. [redacted]'s Agreement specifies that service will be performed during regular business hours, that is, Monday-Friday from 8-5 p.m. Pursuant to section B-9 of her Agreement we are not liable for situations beyond our control such as when after hours service is requested.
We regret that we will not be offering to reimburse Ms. [redacted]'s Agreement cost. If she wishes to cancel, she may submit this request in writing to [redacted]@2-10.com. However, any reimbursement offered will be per section F of her Agreement when it states, "If you cancel this Buyer's Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges and a $25 processing fee." Additionally page 3 of Ms. [redacted]'s Agreement states that, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call."
Our records indicate that on October 6, 2015 Ms. [redacted] elected to cancel her dishwasher claim with HBRWC. As such, we regret that we are not able to be of further assistance with this matter. Nonetheless we do appreciate Ms. [redacted] bringing her concerns to our attention as we do take these matters seriously, and we look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:  Complaint: [redacted] I am rejecting this response because:2-10 requires we use their contractors in order to have our service covered.  I would not have chosen [redacted] had I been given the choice, but if I wanted the warranty to cover most of the water heater replacement I had to use their contracted company.  Telling me that the flue is not covered under the warranty when the flue is a necessary component of the water heater replacement does not address the concern.  The concern is that 2-10 required I utilize a company they contract with, that company did faulty workmanship, and now 2-10 essentially washes their hands of the problem and informs me I have to deal with financial consequences of the faulty repair performed by the company they sent to our home.  They chose the contracted company, they require me to use the company, and now they tell me I have to deal with the financial repercussions of their decisions.Sincerely, [redacted]
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/18) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mrs. [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes for the delay and inconvenience that Mrs. [redacted]...

experienced. We strive to provide fast and professional service to all our customers and anything less is unacceptable. This matter is being investigated internally.
HBRWC does show several delays in the claim as Mrs. [redacted] advised however the issue was also resolved the day this complaint was file. On August 28, 2015 the manager Mrs. [redacted] spoke with did call her back and advised we would offer her a replacement unit. Mrs. [redacted] chose to take the cash in lieu of replacement in the amount of $1677.00. We apologize for the delay that occurred, and do acknowledge that it was three hours before Mrs. [redacted] received a return call from a manager with a replacement offer. Since Mrs. [redacted] had a high-end unit, it did take time to research and compare what the most comparable offer would be.
We respectfully request that the Revdex.com close this as the matter has already been resolved. We thank Mrs. [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
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.)
I was told by an employee of 2-10 that I would be reimbursed the $100 service fee based on the issues I had during this experience. That was a hollow promise to try to "appease" me. I put in my initial complaint that in order to consider this resolved, I expected to receive a reimbursement of that money. Until that is done, I will not consider this complaint closed.
Additionally, I do feel this company owes me something more for the trouble I had and the food that had to be disposed of as well as meals dining out because they couldn't get their act together and resolve an issue before it languished too long. No one should have to deal without a functioning refrigerator/freezer for over a month in this day and age. A company that wants to keep business coming to them would have bent over backwards to resolve this. It should not take me screaming and putting in a complaint to get resolution.
Final Business Response /* (4000, 13, 2015/10/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. As a gesture of goodwill we will reimburse her the $100 service fee per her request. She may expect to receive this via check sent through regular mail services within the next 7-14 business days. As we are agreeing to Ms. [redacted]'s request, we respectfully request this matter be considered closed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Final Consumer Response /* (2000, 15, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, [redacted] reported her dishwasher is not draining. Independent contractor [redacted] scheduled the appointment for August 4, 2016. The contractor orders their own parts directly through our suppliers. On August 8, 2016 the contractor ordered a motor drain pump. The ETA for the motor was August 16. When it was time to install, the technician called the customer stating he was sick and not be able to make it out but could come out the next day. [redacted] explained to [redacted] she could not take the day off tomorrow. Due to the missed appointment, [redacted] requested a technician to install the part after 5:00 pm. Many appliance contractors will not work after hours. A supervisor had been working with [redacted] due to the delay and the alleged property damage by [redacted]. To put this matter to rest, the supervisor offered [redacted] a dishwasher buyout and she accepted the offer.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation