2-10 Home Buyers Warranty

Initial Business Response /* (1000, 5, 2015/09/29) */
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mr. [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBRWC sincerely apologizes for the inconvenience...

and delay Mr. [redacted] has experienced. We strive to provide fast and reliable service to all our customer and anything less is unacceptable. This matter is being investigated internally.
Our records indicate that we did send out several independent service contractors to confirm diagnosis and attempt repairs. This caused an extended delay in obtaining resolution. We also show that this matter has been resolved. On September 11, 2015 HBRWC offered the dollar limit for the refrigerator of $2500.00 to Mr. [redacted] and the offer was accepted. This is congruent with the 'Appliance Dollar Limits Per Service Agreement' section of Mr. [redacted]'s Limited Home Service Agreement ("Agreement"), due to; "DOLLAR LIMITS PER SERVICE AGREEMENT: Built in or sealed refrigeration units - $2500." Although repairs had been made to the refrigerator and costs were applied toward the dollar limit, HBRWC offered the full dollar limit amount as a gesture of goodwill due to the delays Mr. [redacted] experienced.
HBRWC understands the trouble Mr. [redacted] experienced; however his Agreement does not cover incidental costs of living. This is per section B-5 of the Agreement, which states: "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
HBRWC respectfully requests that the Revdex.com close this case as the matter has already been resolved. We thank Mr. [redacted] for bringing these matters to our attention as we do take them very seriously.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/08/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We disagree with Ms. [redacted]'s statement that we refused to dispatch a contractor to service his water heater. HBRWC attempted to locate a contractor in her area to provide service, and contacted 17 licensed companies in our attempt to facilitate this claim. We regret that none were available to offer service. While HBRWC strives to minimize this situation, it does occur on occasion. Section A-1 of Ms. [redacted]'s Agreement advises that, "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. Your service contractor must be licensed and insured."
On July 27, 2015 a licensed contractor found that the water heater itself was not leaking, but rather the leak was coming from the expansion tank. Ms. [redacted] was mailed a check reimbursing her the full $150 cost that she paid for repairs.
We have also reviewed the air conditioning claim placed by Ms. [redacted]. On July 14, 2015 the independent service contractor Air Pro reported that the blower motor had failed and required replacement. Ms. [redacted]'s system required an Original Equipment Manufacture (OEM) blower motor specific to her unit. The manufacturer advised HBRWC of the necessary replacement part and this was ordered.
We regret that upon receipt of the first blower motor, the contractor advised that it was the incorrect part. We apologize for this inconvenience. At the same time, HBRWC ordered the part specified by the manufacturer and are not responsible for the delay caused when the manufacturer did not provide the correct information. Section B-9 of Ms. [redacted]'s Agreement does state that, 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."
Upon receiving the correct part number, HBRWC ordered the part immediately. While we attempted to have the part expedited, the blower motor was a factory order. Unfortunately, it is not possible to expedite or overnight factory ordered parts, as that is not an option this manufacturer offers.
The service contractor received the correct blower motor and completed repairs on August 5, 2015. HBRWC reimbursed Ms. [redacted] $150 for the inconvenience that occurred as a gesture of goodwill, and not an admission of liability.
We would also note that the service contractor was correct in cashing Ms. [redacted]'s service fee check prior to the completion of repairs. The Agreement states that this service fee is due when the contractor arrives at the home. The service fee covers the contractors initial diagnostic visit, with HBRWC paying for the remaining repairs.
We would like to thank Ms. [redacted] for bringing this to our attention as we do take these matters very seriously. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/09/09) */
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]. Thank you for the opportunity to review and respond.
We do apologize for any...

frustration or inconvenience that Mr. [redacted] may have experienced during the service request handling process. Our records indicate on June 22, 2015 a service request was initiated via HBRWC's company website as a pipe leaking. The service request was dispatched to D & B [redacted] LLC ("D & B") after Mr. [redacted] agreed to the following Terms and Conditions online, "Customer ([redacted]@gmail.com) 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."
Our records indicate that the repairs were completed from D & B on June 25, 2015. On July 12, 2015 HBRWC was notified by Mr. [redacted] that D & B caused additional leaks and did not return phone calls; therefore, he had his father resolve the issue and requested a refund. After further review, D & B reported that they completed the repairs by replacing the overflow and shoe assembly on June 25, 2015. If further issues had resulted after these repairs were made, HBRWC must be immediately notified to assist with resolving the issue; this includes dispatching a recall service request to D &B to return to the home and warranty their work. Our records show that Mr. [redacted] reported that repairs were performed outside of the Limited Home Service Agreement ("Agreement") without prior approval or notification given to HBRWC. On Page 2 of the Agreement under "Who pays what?" it states, "A service request must be received by us during the Service Agreement period. 2-10 HBW will pay or reimburse you for covered costs that have been authorized. Service performed without prior authorization will not be paid. 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." As HBRWC was not given the opportunity to evaluate an additional failure prior to the work being performed, the refund request was not honored.
We apologize for the delay in response regarding a letter that Mr. [redacted] had stated he had sent in and we further apologize for not having record of this letter. Our records show that Mr. [redacted] had requested a return call in several instances. Our company strives to provide fast, reliable service and anything less than acceptable will be evaluated internally.
Although HBRWC is unable to determine the failure or cause of failure after the plumbing repairs were performed by D & B in June, HBRWC will honor the request of the $100 service fee reimbursement that Mr. [redacted] had paid to D & B as a gesture of goodwill and not admission of liability. Mr. [redacted] will receive his $100 reimbursement within 7-10 business days.
We thank Mr. [redacted] for bringing his to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs.
Sincerely,
The Office of the President
Home Buyers Resale Warranty Company

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11383394 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable air condition 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 February 20, 2016, [redacted] reported the air conditioner is not blowing cold air. Independent service contractor, [redacted] A/C & Refrigeration (“Tolly’s”) was dispatched to the home to evaluate the air conditioner. They reported the indoor evaporator coil is leaking and it is under manufactures warranty. [redacted] was authorized to replace the coil under manufactures warranty. On March 15, 2016, [redacted] called wanting to know what the holdup was. A call was placed to [redacted] and a voice message was received. A return call was placed to [redacted] and he informed us that [redacted] had scheduled March 21, 2016. [redacted] called on March 29, 2016 stating that his air conditioner is still not working and he does not want to use [redacted] again due to being unhappy with their service. Independent contractor, Sams Heat and Air was dispatched to the home and found the air conditioner void of Freon. He did a leak test and found the new evaporator coil leaking on the bottom left side and possibly a leak in the wall. Sams heat and Air did not want to follow behind another contractor and declined the job. [redacted] also got his own out of network contractor to diagnose the air conditioner. His contractor reported a leak at the suction port of the condensing unit. His costs were higher than what our in network contractor would charge so [redacted] decided to stay with [redacted] to do the repair. Due to the ongoing delayed claim. [redacted] was reimbursed his service fee. [redacted] found the leak on the copper tubing line of the condensing unit. They made the repair. A call was placed to [redacted] and confirmed the air conditioner is now working. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced.  We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. All of the contractors that are utilized by HBRWC are independently owned and operated. We have no right of control over their actions. We acknowledge the delay that occurred by [redacted] was preventable and we will have this matter investigated further internally so we may make corrections and continue to improve our service. We would like to thank him 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

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 24, 2015 the independent contractor, [redacted] (“[redacted]”) reported “online” they did a leak check and found the service valve cores on the condensing unit were leaking. [redacted] replaced the service valve cores and charged the system.
 
On October 1, 2015, [redacted] reported the unit is leaking from the drain pan and the ceiling was wet. [redacted] was dispatched to the property. On October 2, 2015, [redacted] called and advised the representative that he believed the system was never fixed properly the first time [redacted] was out. The representative advised [redacted] that we still need the contractor’s diagnostics. He also pointed out that sheet rock is not eligible for coverage as it is consequential property damage. Per the Agreement under the Terms & Conditions; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage. [redacted] reported “online” The technician did another leak check and there were still issues with the service valve cores. The technician replaced them and added 4lbs of refrigerant. The secondary drain pan also requires a float switch.
 
[redacted]’s Agreement had expired on July 22, 2016; 10 months ago. [redacted] had not touched the system since October 2, 2015; over a year and half ago. Per the Agreement on page 3; “When is my Home Warranty Service Agreement active? Coverage begins at the close of sale and continues for one year from that date, and is renewable annually at our option.” The Agreement is renewable but [redacted] decided not to renew the Agreement. Additional failures certainly can occur within the window of time the Agreement had expired.
 
To be clear, all of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. We have no reason to doubt [redacted]’s workmanship. If [redacted] feels [redacted] incorrectly repaired his system, his dispute is with [redacted] and not HBRWC. This is one of the reasons we make sure all of the independent service contractors are licensed and insured.
 
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. [redacted] has not had coverage with HBRWC since July 22, 2016. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case 11105282 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) which became effective December 3, 2015 along with the applicable...

pool 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 December 8, 2015, 5 days after the effective date of the Agreement, [redacted] reported his pool will not turn on. The independent service contractor, Aqua-Brite of FL was dispatched to the property to evaluate the claim further. On December 14, 2015, Aqua-Brite of FL reported the booster pump motor is overheating and stopping and the timer has shorted out. The only way to turn off the equipment is from the panel. The technician recommends replacement of both. The pool claim was reviewed and determined that due to the multiple failures; the booster pump overheating, (a sign of extreme wear) and the timer shorted, could not have occurred within the Agreement period. Mr. [redacted] was informed his claim was not eligible for coverage pursuant to the Terms & Conditions 3. “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.” Mr. [redacted] disagreed and sent in a partial home inspection. The home inspection did not provide enough documentation to allow HBW VI to overturn the denial.  It shows the pumps for circulation of water were inspected and the inspector recommended to repair or replace. The pumps for vacuum or cleaning were inspected and recommend to repair or replace, not working as intended. Mr. [redacted] has noted on these pages that the issue for the pumps for circulation of water “issue resolved by having the pressure gauge replaced.” On the Pumps for vacuum or cleaning, he has noted “not specific to pool cleaner and this part was repaired.” A representative of this department has called Mr. [redacted] to discuss this matter further. A voice mail was received and a direct line for contact and email was given in the message. If indeed he can show us that the booster pump was repaired or replaced or he has other information that would assist in overturning the denial. We would be happy to reconsider our decision. Sincerely, Office of the President Home Buyers Warranty Corporation VI

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.
 
We have reviewed Ms. [redacted]'s request.  We understand there were a chain of events that occurred which lead to her using her own service contractor.  After review, we will reimburse both the repair and co-payments "service fees".  We simply ask that Ms. [redacted] provide us the invoices with the cost so our accounting department can process. If an invoice cannot be provided for the repair, we cannot reimburse any cost as there is no proof of services rendered.  In regards to the service fees, we will reimburse the cost indicated in the service agreement which is $75/each, equaling $150.  Unless Ms. [redacted] can provide us documentation to support the additional cost paid.
 
In regards to the cancellation, we really hate to lose Ms. [redacted] as a customer but we understand and respect her request.  Ms. [redacted] paid $616.32 for the service agreement.  We normally would refund a pro-rated amount, minus any claims paid; which would mean $0 reimbursement once this claim is paid. 
 
Due to the service issues, we will honor cancellation, however, it will be at a pro-rated amount using, not removing claims, with the cancellation date of October 11, 2016.  The reimbursement amount is $386.05. 
 
We can process payment, once Ms. [redacted] accepts the offer and provides us the invoices.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Warranty Corporation VI (“HWBVI”) 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.   HBRWC regrets that after careful review, we have verified that [redacted] air conditioning claim is not eligible for coverage.  Our records indicate that on June 24, 2016 the independent service contractor King Star Heating & Air reported that the customer’s zone control system had four damper valves and had failed and caused them to remain  closed at all times.  As a result of this, there was no airflow through the home and the blower motor weakened and failed as a result.   The zone control system and any of its components is specified as excluded from coverage in the Heating & Air Conditioning trade sections of the Agreement.  Has [redacted] complaint mentions, the blower motor was not eligible pursuant to section B-5 of the Agreement, since the failure of the blower motor was a consequential damage as a result of the zone system’s failures.  Since the non-eligible equipment (zone system) failure is the only reason why the blower motor failed, it is not eligible for coverage either.   We apologize that we are not able to be of further assistance.  At the same time, we do appreciate [redacted] bringing her concerns to our attention so we may review this matter further.   Sincerely, [redacted] Office of the President Home Buyers Warranty Corporation VI Tell us why here...

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.   The invoice was received for the plumbing leaks including the replacement of a leaking garbage disposal. A representative of this department contacted [redacted] and settled on the plumbing issue. The refrigerator claim will stay as is. She understands that she can get her own out of network contractor to also diagnose the refrigerator. This diagnosis must be called in prior to any repairs being done. We take every contractors professional opinion very seriously.   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 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 August, 19, 2016, Mrs. [redacted] reported her air conditioner is not blowing cold air. The independent contractor [redacted] was dispatched and reported the Blower wheel broke and locked up the motor. The technician would need to replace the wheel and motor. The contractor gave us the part numbers and the parts were ordered thru [redacted]. On September 13, 2016, the contractor called in and stated they received a ½ hp blower motor and it needed to be a ¾ hp. HBRWC had ordered the correct ¾ hp blower motor. [redacted] was contacted and they put the wrong motor in the box. The new ETA for the correct motor was September 16, 2016. On September 19, Mrs. [redacted] called stating the contactor had not received the motor. The representative checked by the [redacted] tracking number and found it was delivered on September 14. The representative called the contractor, at the time he could not locate it but said maybe the neighboring business picked it up for him and he was to call back. The contractor was called again and they reported the work had been complete.
 
HBRWC does empathize with Mrs. [redacted] due to the delay that was caused by the supplier [redacted]. This is out of HBRWC’s control. In the Terms & Conditions of the Agreement B-9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” A supervisor has made a couple attempts to contact her to make sure all issues are resolved. She has not yet returned his call.
 
HBRWC would like to apologize for any inconvenience Mrs. [redacted] may have experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

respond.
 
Our notes indicate on March 15, 2017, it was reported online the ice make dispenser is not working. The independent contractor Savannah Appliance Repair found the control board failed. The contractor ordered and installed the board. The Farmer’s were still having issues with the ice maker. A different contractor, [redacted] was dispatched. On April 29, 2017, RCR reported that the ice maker assembly had failed. The part was ordered and installed. The contractor reported this did not fix the issue. The technician believed it was the ice level control board would also need to be replaced. The board was ordered Fedex and shows it was delivered. RCR states they could not locate the part anywhere. The part was ordered again and tracking shows it was delivered to RCR on June 27, 2017. We ask that [redacted] get with RCR to schedule for install if this has not already been done.
 
We acknowledge that there were opportunities to provide [redacted]’s with better, faster service. The delay of the misplaced order was out of our control as explained in the Terms & Conditions; B-9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.”
 
[redacted]’s Agreement has a dollar limit set forth for all kitchen appliances of $400.00.  The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances - $400 per appliance.  Purchase of the Deluxe Appliance Coverage option removes this limitation". The Deluxe Appliance Coverage was not purchased. If for some reason, the replacement of the part does not fix the ice maker, [redacted] can take a cash buyout for the cost of the ice maker not to exceed the $400 maximum.
 
HBRWC apologizes for the inconvenience [redacted] has experienced due to the delay of her claim. HBRWC strives to provide fast, reliable service. We would like to thank her for bringing her concerns to our attention as we do take these maters seriously.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on February 1, 2018, Mr. [redacted] reported his refrigerator is leaking from the bottom and inside the fridge. The independent contractor, [redacted] was dispatched and found the insulation that is normally wrapped around the cabinet has disintegrated and is dropping into the wall of the unit. Cool air is now rushing through the seal causing the moisture. Mr. [redacted]’s refrigerator claim was denied as the insulation is an integral part of the internal thermal shell. Per the Agreement under Appliances, in the Exclusion section; “EXCLUDED: …internal thermal shells”. Mr. [redacted]’s was reimbursed his service fee.
 
We regret that we cannot 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

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 September 6, 2016, Mr. [redacted] reported his washer is not filling with water. The independent contractor, [redacted] was dispatched to the property and reported the outer tub and seal have failed. The contractor said he can obtain the parts and will supply the parts. The contractor was authorized to make the repair. Mr. [redacted] was notified to work with the contractor to complete the repair. On October 12, 2016, Mr. [redacted] called in needing an update, he said that the contractors was waiting on us. The representative found the contractor reported the work is complete on line and billed out for it and now blaming HBRWC for this. The contractor was forwarded to our contractor relations department to investigate and address the contractor. The contractor told the area service Manager that he did not intend to bill out prior to work being complete and he will complete the work. On October 28, 2016, a call was placed to Mr. [redacted] to see if the work is complete. He reported the contractor never came back to complete the work. Mr. [redacted] was offered a replacement washer at that time and he accepted the unit. The contractor was again sent to our contractor relations department do to his unprofessionalism.
 
HBRWC would like to apologize for any inconvenience Mr. [redacted] has experienced due to the contractors delay.  We acknowledge there should have been a follow up with the contractor and Mr. [redacted] to confirm all is on track. We do depend on our contractor’s as professionals to follow up and complete there work in a timely manner. 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 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 26, 2017, Mrs. [redacted] reported online, her stove is not turning on. The independent contractor, ALS was dispatched and reported the terminal block shorted out. 2-10 HBW’s cost for the block is $9.85 plus the contractor’s labor is $85 less Mrs. [redacted] $60 service fee, comes to $34.85. ALS was approved to do the work and the part was ordered. On January 2, 2018, Mrs. [redacted] called in requesting reimbursement for the new stove she just bought. The representative offered the $34.85 as a cash buyout and she accepted.
 
2-10 HBW will not replace a stove when only one minor component needs to be replaced. It is the policy of warranty companies to perform a repair when one is possible. This type of repair is customary and reliable, and we will guarantee the work for the full term of the Agreement. This process is also specified in the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.”
As such, we regret, we are unable to reimburse any additional amount toward the new stove.
 
We do apologize for any frustration or inconvenience that Mrs. [redacted] may have experienced during the claims handling process.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: as previously stated these terms are not explained in the contract.  I'm through.  The emial they received on the 19th was merely a forward of the one sent on the 8th which they claimed to have not received. 2-10 homebuyer warranty has never answered the question about the language in the contract not mentioning ever paying for the entire service fee. They have never responded to a single email.  Again, deceptive, fraudulent.  I will be sure to review them on every platform available and tell the truth on social media.  There is a reason contractors do not want to work them and soon neither will the purchasing public.  
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]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Regarding [redacted]’s secondary heat pump. Our records indicate on June 16, 2017, [redacted] reported the circuit breakers are tripping and the unit is not responding to the thermostat. The independent contractor, [redacted] was dispatched and reported; “secondary drain pan filled with water and safety has unit shut off. Removed water from pan and cleaned the pan, blew out drain line. Unit running ok”. On July 6, 2017, [redacted]’s contactor called in and reported “the primary drain pan is cracked and draining into the air handler on the opposite side. The drain pan was improperly installed and needs to be replaced.” Per [redacted]’s Agreement under Air Conditioning and Heat Pump “EXCLUDED: condensate drain lines…” B-17 of the Terms & Conditions; “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer”. In addition, her contractor reported this is due to improper install. Under Air Conditioning and Heat Pump “SUPREME (Optional Coverage, If Purchased) Items under manufacturer’s warranty…Improper installation/repair/modification”. This is also located in the Terms & Conditions B-12 “Costs to repair failures due to improper previous repair. Correction of improper installations or correction of mismatched equipment will be at the homeowner’s expense, except as part of Supreme when necessary to effect an eligible repair. We do not repair items covered under the manufacturer’s warranty unless Supreme is purchased.” On [redacted]’s Agreement, the Supreme Protection option was not purchased.
 
Our records indicate on the main heat pump, on June 19, 2017, [redacted] advised her heat pump is not blowing cold air. [redacted]’s was dispatched and reported on June 26, 2017; “The capacitor is blown and the compressor is burnt out.” [redacted]’s was authorized to replace the compressor. On July 13, 2017, [redacted] called in requesting for a status update and it was found the parts request for the compressor had never made it over to purchasing to order the compressor. The parts research representative needed additional information from [redacted]’s to place the order. [redacted]’s responded on July 17, 2017 and the order was pushed through. This is an oem [redacted] compressor that needs to be shipped to [redacted]’s; ETA of July 25, 2017. Placing the order of the compressor was due to an internal error. A representative did not properly forward the information to purchasing to order the compressor. We acknowledge and apologize for this internal delay that occurred, as this was preventable. [redacted]’s has been sent to our contractor relations department to address the delay in submitting the diagnostics. When there is a heat wave in the area, HVAC contractor’s do experience an unusually high volume of calls and do not always respond or complete the work in the time allotted.
 
After further review, it is found by the serial #’s of [redacted]’s [redacted] heat pump that they were manufactured in 2013. [redacted] heat pumps have a minimum 5 year manufacturer’s warranty. This means both of her heat pump would still be under manufactures warranty.  She can confirm this with [redacted]. As stated above, there is an option that must be purchased called the Supreme Coverage. The Supreme Coverage option was not purchased. If [redacted] would please reference her Agreement under; Air Conditioning and Heat Pump under “SUPREME (Optional Coverage, If Purchased) Items under manufacturer’s warranty” In addition this is also listed in the Terms & Conditions; B-12 “We do not repair items covered under the manufacturer’s warranty unless Supreme is purchased.”
 
We regret that we would not be offering any compensation for the secondary heat pump as it is not eligible for coverage. Due to the delay of the compressor order for the main heat pump, we have moved forward with replacing the compressor, regardless if it is under manufacture warranty.
 
Again we do apologize for the delay caused in placing the order for the compressor. HBRWC is committed to providing superior home warranty protection and customer service. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short.
 
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  unfortunately satisfactory to me. Yes the appointment is set now after weeks of calling for August 31st. However I AM NOT AND NEVER HAVE BEEN OUT OF TOWN as 2-10 claims! Don't try to blame the customer when your service sucks.
Sincerely,
[redacted]

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

respond.
 
Our records indicate Mr. [redacted] filed 3 separate claims. A faucet claim, a toilet claim and a bathtub whirlpool motor claim. On February 1, 2018, the independent contractor Peter Klein Plumbing reported that there is a likely issue with the whirlpool motor or switch, however the technician was not sure as there was no access panel for a proper diagnoses. The tile would have to be removed for further evaluation. Mr. [redacted] was explained that the Agreement is not responsible for removing the tile to make the access. He understood this was his responsibility and he advised he would discuss this with the contractor. Since the access portion of the claim is not eligible for coverage, it is Mr. [redacted]’s responsibility to locate a contractor to remove the tile. Once the tile is removed, Mr. [redacted] has the option of letting Peter Klein Plumbing complete the diagnosis or have his own contractor call in with a diagnostics.
 
On the morning of Monday, February 5, the independent contractor, Dockside Plumbing contacted 2-10 HBW and advised their appointment for the faucet and toilet claim was for February 5, between 8 and 12 but Mr. [redacted] wanted to change the appointment for after 12. However there technician was booked and they would have to reschedule. Mr. [redacted] found this unacceptable as he wanted immediate service. Apparently there was a misunderstanding on the time of scheduling. 2-10 HBW is not responsible for scheduling appointments. This must be done between the contractor and the customer. As stated in the Agreement under “How do I request service? Contact us at 2-10.com or 800.775.4736, 24 hours a day, 7 days a week to request service. We will assign an authorized, independent service contractor to handle your eligible repairs. A service contractor will schedule a time during normal business hours to diagnose and repair your covered item”. Mr. [redacted] requested a different contractor. Due to Mr. [redacted]’s dissatisfaction, at his request, a representative sent a dispatch to a different independent contractor but they were non responsive. There were no other contractors at that time to service. The guidelines for using a contractor out of our network were emailed to Mr. [redacted].
 
Concerning contractor availability in Mr. [redacted]’s service area. We do regret that on occasion, 2-10 HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely manner. We do apologize for this inconvenience. When this occurs, we do give the customer the option to locate their own contractor. We do have this right as explained in the Agreement under the Terms & Conditions, A-1 "… If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.”
 
In Mr. [redacted]’s desired settlement, he is requesting compensation for expenses that are not covered under the Agreement. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. The Agreement does not provide for financial restitution 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.” With this said, we regret that we will not be offering any compensation as described in his desired settlement as we are not liable for such expenses. Mr. [redacted] set up 3 claims with the same trade. In addition, Mr. [redacted] would be responsible for only one service fee. Our notes do not reflect that we would waive the one service fee.
 
We apologize to Mr. [redacted] that he did not receive the quality service that he expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. We would like to thank him for bringing this concern to our attention as we do take these matters seriously. His suggestions will be reviewed as this allows our company to serve our customers better.
 
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”). Thank you for the opportunity to review and respond.
 
We...

regret that ductwork is not eligible for coverage under the Agreement. The ductwork is not listed as covered under the Agreement, therefore it is not covered. Per the Terms & Conditions of the Agreement 4. “are specified as “included” in the trade sections on pages 3, 4 and 5. If a system or item is not specified as “included” then it is not eligible for service;” In addition B-4 “We do not perform verification and/or diagnostic testing of ductwork, the sealing of ductwork and associated repair costs.”
 
The only instance where this Agreement would perform a service on plenum ductwork is explained on page 4 of the Agreement under both Heating and & Conditioning and Heat Pump: “Ductwork, modification of plenum when necessary to effect an eligible repair”. This is not for the repair of failed ductwork. This is to modify the plenum ductwork, normally when the evaporator coil needs to be replaced.
 
HBRWC would like to apologize for any inconvenience Ms. [redacted] may have experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

review and respond.   Our records indicate on December 10, 2016, Brandy Perkins reported low water pressure on the hot side of guest and master showers. Independent service contractor, Zeller Contracting that was authorized to do the work, first attempted to replace the cartridges. This did not work, so the technician was authorized to replace the shower valves. After the valves were replaced. The hot side still had low water pressure. The issue is not with the water heater because pressures are satisfactory in the rest of the home. The issue is most likely build up in these 2 supply lines, improperly plumbed or incorrect pipe size to cause the low water pressure. None of which are eligible for coverage.   A representative of this department called and spoke with [redacted], and discussed the low water pressure. It was explained to her the agreement only covers leaks or breaks in the plumbing, pursuant to page 5 of the Agreement under Plumbing “INCLUDED: Water, drain, waste or vent pipe leaks or breaks” and in the exclusion section EXCLUDED: “any loss arising out of a condition of mineral or chemical deposits (except water heaters), water residue or insufficient capacity”. [redacted] was understandably upset because this was not explained to her once it was found the issue was not with the cartridges or the valves, that the low water pressure would not be eligible for coverage. She was offered her service fee refunded and she accepted.   We sincerely apologize to [redacted] for the negative experience she had. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. We are in the process of reviewing all of her concerns about the contractor and customer service issues. This will be addressed internally so we may make corrections and continue to improve our service. [redacted] has decided not to renew her Agreement. We regret 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 respectfully request the Revdex.com consider this matter closed.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation