2-10 Home Buyers Warranty

Complaint: [redacted]
I am rejecting this response because: HBRWC does select the facts of the case that are most convenient to prove the contract obligations have been fulfilled, without admitting the real reason I had to use an out of network contract was the lack of response of the in network contractors. We have reached a point where my notes and word are invalidated by the customer service representative dishonest notes.  Consequently, unless I receive additional reimbursement,  I am going to explore next steps, and reach out to the media to educate the public on the way the 2-10 customer service operates, the incentives they have to make notes that disregard the truth and favor the company, the fact that there is no actual timeline on when a repair/replacement needs to be completed and the company can string its customer along for as long as it takes to find the least expensive solution. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/30) */
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 [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that on July 15, 2015 the independent service contractor [redacted] reported that the air conditioning system's compressor had failed and would need to be replaced. This compressor was ordered, however there was a brief delay while the part was shipped to the contractor for a supply house. Since the compressor was not available at the local supply house, it did have to be transferred in.
We apologize for any inconvenience this may have caused. At the same time, we would note that section E-9 of [redacted]'s 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."
Since [redacted] expressed concern with this delay that was beyond HBRWC's control, we did also offer a secondary option of accepting cash in lieu of repairs. This offer was made pursuant to section D-2b of the Agreement: "We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual cost. We are not obliged to extend such an offer in any particular instance, and you are under no obligation to accept such an offer, which may be in the event one has been extended. Such offers are typically made subject to restrictions."
Ms. [redacted] determined that she would prefer to wait for the part to arrive. The repairs were then completed on July 27, 2015, two days after the equipment was delivered to the contractor. As such, the air conditioning system is now operational.
Per [redacted]'s initial complaint, she would like to know the model and serial number of her outdoor unit. This unit is a Goodman with a model of CRT60-1 and a serial number XXXXXS7740. Our records show that this is the first request [redacted] made for the model and serial information. We do show that she requested a tracking number for the part, which was provided to her within one day of receiving the request.
We apologize again for any inconvenience that [redacted] may have experienced. HBRWC strives to provide fast, reliable service. With this said, sometimes immediate service is not possible due to delays in equipment. We appreciate [redacted] bringing this to our attention so we may evaluate the matter further. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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

review and respond.
 
Our records indicate on June 21, 2016, [redacted] reported his microwave is not working.
Independent service contractor, 3 Boys Appliance Repair was dispatched to the home and reported on July 8, 2016 that the control board and control panel have shorted out preventing the unit from getting the correct voltage. [redacted] was offered a comparable replacement or replacement buyout. He accepted the replacement microwave. The microwave was ordered. There was some scheduling conflicts that delayed the installation of the microwave. Normally the delivery company would also install the microwave. However this delivery company did not and a contractor had to be located to install. There was a contractor found that could accommodate [redacted]’s schedule. The contractor has reported the microwave has been installed.
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 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 Mrs. [redacted].  Thank you for the opportunity to review further.
 
As soon as we found out the contractor had not made contact to schedule for the install of the heat kit. The area service manager called the contractor and the owner assured us they would contract Mrs. [redacted] to schedule for install within the next couple of hours. Mrs. [redacted] does have a direct contact with the area service manager. A representative of this department called Mrs. [redacted] and received a voice mail. A message was left with status and an apology for not returning her call.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: 11427069
I am rejecting this response because:There was no leak at the time the warranty went into effect. The home and all appliances were inspected and found to be in good working order by an independent home inspection company prior to closing and the 2-10 Warranty taking effect. A leak occurring, regardless of the cause, constitutes a failure of that appliance, and should be covered..If 2-10 is able to justify denying coverage due to an underlying long term problem, they will also be able to deny coverage of any component or appliance that has been in use for any period of time. Virtually everything will start to wear and degrade beginning the moment it is first put in service. A warranty such as the 2-10 Warranty is sold under the pretence of protecting a home owner from problems and failures that are not apparant at the time of the home purchase. The failure of 2-10 to honor the intent and expectations of their warranty is a clear indication that the company has no interest at all in providing the coverage that they purport to provide. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11877489 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.
 
First I would like to mention that the service fee goes to the independent contractor’s diagnostic time and is not transferred to HBRWC. Per the Agreement on page 3 under Who pays what? “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. A service call means each visit by a service contractor for a single service (plumbing, electrical, appliances, heating and air conditioning and pools/spas). The service fee is due when the service contractor arrives at the home.” This service fee is due regardless of the outcome of the claim.
 
Mr. [redacted] is referring to a plumbing claim and an electrical wiring claim. On the plumbing claim, Mr. [redacted] reported online: “Leak below kitchen sink, Leaking valves, Leaking handle on kitchen sink and broken kitchen sink sprayer. Need to replace faucet setup.” An email is automatically generated and emailed to Mr. [redacted]: “Customer (HOP/[redacted]) accepted the following Terms and Conditions prior to filing claim: I have reviewed my warranty's terms and conditions for what is and what is not eligible for coverage. I understand that if a contractor is dispatched to my home on a claim that is determined not to be covered by the warranty, I will still be responsible for the service fee.” The only time Faucet coverage is available is when the Supreme Protection option is purchased. Mr. [redacted] did not Purchase this option and the claim was denied. As discussed, the service fee is still due.
 
On the electrical claim, Mr. [redacted] called in this claim and reported “electrical industrial wiring has some power 240amps but at the electrical outlet its only receiving 20amp its looks like the connection is fried.” The independent contractor was dispatched and reported the leg of the service panel is burnt up, these are extra legs that were added to the home to supply a separate building in the back yard. The contractor stated this was improperly installed. The claim was denied based on the Agreement in the Terms & Conditions; B-11 “Costs to repair failures due to improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner’s expense. Correction of improper installations or correction of mismatched equipment will be at homeowner’s expense, except as part of Supreme Protection when necessary to effect an eligible repair.” Again, Mr. [redacted] did not purchase the Supreme Protection.
 
As a gesture of goodwill, HBRWC has determined that we will reimburse one of the $100 service fees to Mr. [redacted]. It will take approximately 10 to 15 business days to receive the check. We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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 however like to warn everyone that is considering 2-10 Home Warranty Service that you should be prepared for a fight to get what they rightfully are responsible. Additionally, I wholeheartedly disagree with the Revdex.com's A+ rating of this business. I feel the Revdex.com let me down when I was researching 2-10 Home Warranty Service.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11434585 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that became effective March 31, 2016 and applicable appliance claims...

that were placed April 25, 2016. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on April 25, 2016, [redacted] reported 3 appliances were having issues. The microwave, gas oven and gas cook top. Independent service contractor, Fixx My Appliance was dispatched to the home to evaluate the appliances. The appliances were determined not eligible for coverage pursuant to 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 period.” A representative of this department requested the home inspection from [redacted]. The inspection was reviewed and determined that the microwave was an electrical failure and could have occurred at any time. [redacted] was offered a replacement offer and he accepted. The gas oven was not addressed in the home inspection, however, Fixx My Appliance reported the oven was working when he left the home. [redacted] was given the option of having Fixx My Appliance to evaluate the oven further. The gas cook top was determined not eligible for coverage due to the multiple unrelated failures and overall condition of the unit. The home inspection also reported the cook top may need further evaluation. Fixx My Appliance will give [redacted] an estimate for repair. It was discussed what our contractor reported and if [redacted] would still like to get the Fixx My Appliance findings, he will contact them directly. HBRWC would again 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 look forward to serving his future warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/25) */
November 25, 2015
Case # XXXXXXXX
The office of the President at Home Buyers Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted]. Thank you for the opportunity to review and respond.
In reference to...

receiving a one-page document regarding the home warranty as Ms. [redacted] had stated, the entire Agreement was mailed on October 16, 2015 after HBRWC received payment in full. Another copy of the Agreement was emailed to [redacted]@comcast.net on October 30, 2015.
Our records indicate on October 16, 2015 a service request was dispatched to an independent service contractor, A-1 Indoor Comfort Systems Inc. ("A-1"), to provide a diagnosis; this was seven days after the effective date. A-1 reported the furnace was tripped off on the roll-out switch due to the secondary heat exchanger was clogged and leaking water and rusted from the inside. The service request was denied pursuant to Section 3 of the Terms and Conditions as stated; "We provide service for covered systems and/or appliances are in place and in good and safe working order at the beginning of the service period. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test. A visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated." A voicemail was left for the [redacted] residence on October 21, 2015 explaining that the extent of these failures pre-dates the effective date of their policy as the issues found would have been present longer than seven (7) days after the Limited Home Service Agreement ("Agreement") took into effect.
On October 26, 2015, Ms. [redacted] called HBRWC disputing the denial and offered to send in the home inspection for review. On October 27th HBRWC received the inspection report and it was reviewed by executive management. The inspection does not note the furnace was tested as it was 84 degrees outside and it was recommended that a licensed HVAC company evaluate the system; documentation showing the unit was evaluated by an HVAC company prior to the effective date of the Agreement has not been provided. The inspection did not provide sufficient information to overturn the denial. We apologize that the service request will remain denied.
We thank Ms. [redacted] for bringing these matters to our attention as we do take these matters very seriously. We apologize for any frustration Ms. [redacted] may have experienced during this process and look forward to servicing 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 (“HBRWC”) is in receipt of the inquiry submitted under case 11295926 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable cook top claim. Thank you for the opportunity to...

review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on March 19, 2016, [redacted] reported her glass cook top on her range was cracked. Independent service contractor, Sears was dispatched to the home and found the glass cooktop of the range was cracked. The technician told HBRWC that this was not due to normal wear and tear, but most likely caused by accidental damage. Usually an indication something was dropped on the cooktop to crack it. Per the Terms & Conditions “We provide service for covered systems and/or appliances: 2. Which do not operate correctly due to normal wear and tear.” Based on Sears diagnostics, a representative called [redacted] and explained the glass on the cook top range is not eligible for coverage. She disagreed and put in her complaint. I would like to point out that the independent contracts diagnostics weighs heavily on our decision. They are our eyes and ears. A represented of this department called and spoke to [redacted]. The representative requested pictures of the area where the glass was cracked. The pictures were received and reviewed by our appliance department. It was determined that there was not enough conclusive evidence that showed there was an impact to the cooktop. Since the glass on the cooktop range was no longer available. A comparable range has been offered to [redacted]. We are awaiting her response. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank her for bringing her concerns to our attention as we do take these matters seriously.  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]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on August 19, 2017, [redacted] reported the fan motor to the condenser is not functioning. [redacted] requested his own contractor. The guidelines for using a contractor out of our network were emailed to him. Number four of the guidelines states; “2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.” This is also in the Agreement in bold under Who pays what? “2-10 HBW will pay or reimburse you for costs that have been pre-authorized for a covered repair. Service performed without pre-authorization will not be paid.” Again in the Terms & Conditions; A-1 “No claim forms are used, but we must pre-authorize service by an independent service contractor.” [redacted] had his contractor make the repairs without prior authorization. On September 14, 2017, a representative asked [redacted] to still have his contractor call in with his diagnosis for possible reconsideration, [redacted] refused and the claim remained denied.
 
As a gesture of goodwill, the invoice was reviewed. His contractor replaced the contactor for $230. This is high compared to our network contractor’s pricing. As stated in the guidelines that were emailed to [redacted] and also in the Terms & Conditions A-2.a; “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)” This means our obligation would be to only pay what we would pay a network contactor. $149 ($105 service call/labor + $44 dual capacitor) - $75 service fee = $74 refund. A check in the amount of $74 has been refunded to [redacted]. It will take approximately 10 to 14 business days to receive the check.
 
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,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: 2-10 Customer service and I contacted ** together.  This phone call was tape recorded by 2-10 Customer service as part of their policy.  It was confirmed to 2-10 that this is a built in wall microwave.  Furthermore - I was told by the service representative that 2-10 sent out to my home on March 23rd that new sensors would be ordered and would be delivered within 7 business days.  I paid $75.00 for this service call and had to continue calling 2-10 to get these parts.   There are 3 work orders issued by 2-10 to me to get this microwave fixed.  Now they state after they were unable to get replacement parts that it is not under warranty?   Why did they even send a technician to my home and charge me $75.00 if this contract 2-10 issued to me does not cover my microwave for any repairs or replacement? what type of company issues 3 work orders - sends out a technician - charges for the service call- confirms with their customer service department , ** and I as the customer the microwave is a wall unit - and now says the microwave is not covered at all? this is unacceptable and I want my monies refunded for all costs associated with this microwave including the service call. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because.We were never aware of the comments made by [redacted] to 2-10 home warranty. I spoke with a woman from 2-10 and she understood my concerns about using [redacted] again. That company caused more of a issue with the AC unit. The woman who I spoke with had me on hold while she herself contacted [redacted] and made the service appointment for us. If someone at 2-10 Warranty would have passed this information on to us we could have had this issue fixed faster than two weeks. Again there's some gaps in there communication and in the end the customer is the one who has the stress of not knowing what is going on. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:While 2-10 may have an iron clad contract, knowing in advance the method of their con against the consumer, it is below any company to put in zero effort into finding a resolution to a problem and giving extremely bad service until forced. The only time anything happened was when I called. If I would have not called at any point in the process, i'm sure it would have lasted 6 months or more. The service has been the worst experience of my life and anytime they claim to give good service should be met with disdain. Whenever the next class action lawsuit happens against the company you bet i'll be in line ready drive my own stake into the heart of the beast that is 2-10.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The main issue is almost 2 months waiting to get fixed mi refrigerator and this is far away from anyone Es pectations.At this time time the refrigerator is not working any more since Sunday.With the response from 2-10 now they are telling that this is not covered, because this was produced by a storm. Again, two months  to get this kind of answer. This is something that they should said from the beginning.All of these are a few examples of what bad service is. Customers do not want 2 months for resolving issues, because we are paying month by month the warranty. First. 2-10 is responsible from the contractors and the first one that response to the service did not finished the work and get paid. Second. 2-10 asignate [redacted] as contractor for the repair and did not include the inspection at the range hood vent. This is something 2-10 did with the new service and it is at the call. I specially said to the operator not to forget about the range hood vent I confirmed that was included in the service. I appreciate that 2-10 gave instructions not to get charge fort he second inspection. Third. 2-10 is responsible for the whole service  and at this time they have not fixed it. I think that throw Revdex.com we can help business to improve the quality of their services and all involved get beneficiated. Happy customers, Excelent Service providers and Revdex.com in the middle helping all the parts involved. Please, let me know if all we can make this to work.Sincerely [redacted]. [redacted]     
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. The business did not address any of their false and misleading information given by their customer service representatives or why the policy was written based on the home inspection report, knowing that the appliances/items were not covered and intentionally charged for a useless policy. Further investigation by the state insurance commission is needed. I accepted the buyout offer.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11187337 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) which was effective from April 24, 2015 to April 23, 2016 along...

with the applicable claim. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on March 2, 2016, [redacted] reported that her plumbing was backed up and the claim was set up as an emergency. Independent service contractor South Carolina Plumbing & Gas was sent the emergency dispatch. The emergency guidelines, as set out on page 3 of the Service Agreement ("Agreement") states, "In cases of emergency, we will expedite service and attempt to initiate service within 24 hours. An emergency is generally defined as a service issue resulting in: 1) no electricity, gas, water or toilet facilities to the entire home; 2) a system malfunction that causes ongoing damage to the home; 3) a condition that immediately endangers health and safety.” To achieve this, HBRWC dispatches out every claim immediately.  Unfortunately, South Carolina Plumbing & Gas did not meet the 24 hour emergency guideline. On March 4, 2016, South Carolina Plumbing & Gas agreed to service [redacted] without a service fee. On March 5, [redacted] called stating she had a scheduled appointment with the contractor but was not able to get a hold of the contractor. At this time we offered [redacted] to find her own contractor to clear the stoppage. She agreed to this and she was able to find K Plumbing to service. K Plumbing found the washing machine and kitchen sink lines were clogged. They were able to clear the line. K Plumbing was paid by Credit Card. [redacted]’s service was waived. All of the contractors that are utilized by HBRWC are independently owned and operated. They are not employees of HBRWC. Every effort is made to find a contractor to service in a timely manner. HBRWC does not have full control over their schedule and there are times the contractor does not make this deadline. Again we apologize for the inconvenience which [redacted] experienced.  HBRWC strives to provide a fast, reliable, friendly and positive experience to all our customers. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We look forward to servicing her future warranty needs. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on December 16, 2017 Mrs. [redacted] reported the heater is not coming on. The independent contractor, [redacted] [redacted] was dispatched to the property. The first time out, the technician reported online, “repaired low voltage wire”. Shortly afterward we were notified the heat was not working again. [redacted] was sent back out and reported online, “Replaced blown fuse”. Again the heater stopped working and [redacted] reported online, “Repaired low voltage wire”. The [redacted]’s were still having issues. [redacted] replaced the fuse again which did not last long. [redacted] was sent to our contractor relations department to investigate and address the contractor as they are not living up to our expectations.
 
The independent contractor, [redacted] was dispatched and reported Fuses keep burning out. There is no direct short, there is a short somewhere in the wiring. [redacted]s recommendations was to replace the unit or give them four hours to attempt to locate the short. [redacted] could not assure us even after 4 hours they could locate the short. The independent contractor, [redacted] [redacted] was dispatched. Before receiving the report from [redacted], Mr. [redacted] called in and said [redacted] replaced the fuse and it is not working again. The representative contacted [redacted] and their report shows the technician replaced the transformer. The representative did explain to them the heat pump is acting up again and that the fuse has already been replaced multiple times, so there is a short somewhere causing the fuse to blow. [redacted] went back to the home to attempt to locate the root source of the failure. [redacted] could not locate the short and recommended replacing the air handler. All the information was gathered to replace the air handler. There are out of pocket costs for Mrs. [redacted] that the standard Agreement does not cover. A portion of the fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. Mrs. [redacted] has been given the option to have her air handler replaced if she accepts the out of pocket costs (paid directly to [redacted]) or take a cash buyout. We are presently waiting on her response.
 
It should be pointed out that Mrs. [redacted]’s Heat Pump system has a 5 year manufactures warranty (“MFW”) for parts and equipment. Her air handler was manufactured in the 40th week of 2013 and still within 5 years. Her system is still under MFW. Items under manufactures warranty are only eligible for coverage if the Supreme Protection option is purchased. Again, this option was not purchased. In reference to the Agreement under Air Conditioning and Heat Pump; “Supreme Protection (Optional Coverage) * Items under manufacturer’s warranty” In addition this is also listed in the Agreement’s Terms & Conditions; B-11 “We do not repair items under the manufacturer’s warranty unless Supreme Protection is purchased.” Since the contractors did not notify 2-10 HBW of this in a timely manner, our offer still stands. Mrs. [redacted] can take a cash buyout or proceed with replacement of the air handler upon acceptance of the out of pocket costs.
 
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

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 February 7, 2017, it was reported that the dishwasher was leaking. At the time of the requested service, there were no contractors to service in a timely manner. [redacted] acquired his own contractor. His contractor reported that the dishwasher has a crack on the body and is unrepairable. It cracked because the body is made of plastic and will crack overtime. The contractor did not have all the information that was needed. We were able to locate a network contractor to service. [redacted] was dispatched and reported the dishwasher has a crack on the body/tub. The crack is located on the bottom of the unit. Since the tub is cracked and leaking, the dishwasher would need to be replaced. Neither of the contractors reported the drain was leaking. A representative of this department called [redacted] to clarify the diagnostics. “The crack is in the seam of the tub which could be a manufactures defect”. This was also reviewed by our in-house appliance expert. The body of the dishwasher is part of the interior liner/tub of the dishwasher.
 
Per the Agreement on page 4 under Appliances; “Supreme Protection (OPTIONAL COVERAGE, IF PURCHASED)…Dishwasher: racks, baskets, rollers, tub and interior lining”. [redacted] did not purchase the Supreme Protection option. This means [redacted] does not have coverage for the interior liner or tub of the dishwasher.
 
[redacted] was advised that the information was being sent over to our parts department. We apologize if he was under the impression that coverage was promised in anyway. Concerning the disconnected phone call. It is noted that the representative had put [redacted] on a brief hold and the call was released when she came back to the phone. One other time the call was disconnected and the representative called back and left a voice message. [redacted] is disputing where the leak is coming from and he advised he has additional information. [redacted] was asked to forward this information. We do take every contractor’s diagnostics serious regardless if there in our network or out of our network.
 
We regret that we cannot be of further assistance in this regard, unless additional information is received to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.  We value [redacted]’s 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: According to your words your contractors are to provide fast reliable, professional service. This has not been done by any of the Contractors that have been sent out. They are unprofessional, show up late don't answer messages and apparently do not fix the appliance either. A new contractor was sent out that I had to keep calling to get him to come to my house he was over 4 hours late. He looks at my dishwasher and states that it now needs a gasket and might not be covered but he will submit the claim. two days go by no word from anyone I call the contractor states claim was submitted but no answer from 2-10. I call 2-10 states no claim submitted by the contractor and they do not know if it will be covered. The service rep states that the contractors portal was broken. A broken portal is a technical difficulty that is do to an error with your system and is causing even more delays of service. It has now been almost 1 month since I submitted my claim for my dishwasher and I have a dishwasher that is more broken by the previous contractor. Again, I am asking for the money that I have given to your service for failing to fix the issue by sending contractors that do not meet the standards that you have set. 
[redacted]