2-10 Home Buyers Warranty

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

review and respond.
 
Our records indicate on July 18, 2016, [redacted] reported condensation coming from the unit and leaking through the ceiling. Independent service contractor, [redacted] was dispatched to the home and reported the upstairs return box (ductwork) insulation was saturated with water. The cause was loose tape between the return box and insulation. When the tape came loose, this allowed hot humid air to be pulled into the return air duct. This resulted in condensation and subsequent water damage. There is no failure to the return box. The contractor recommends replacing the return box due to the saturation of the insulation. This would correct the problem.
 
Ductwork is eligible for coverage when there is an eligible failure to it. There is no failure to the actual ductwork for coverage to apply. If [redacted] would please refer to her Agreement under the Terms & Conditions of the warranty “We provide service for covered systems and/or appliances: 2. Which do not operate correctly due to normal wear and tear;” Also Insulation of the ductwork is not eligible for coverage per the Terms & Conditions; “We provide service for covered systems and/or appliances: that 4. “are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;”. This means since Insulation is not listed as a covered item, it is not eligible for coverage.
 
Supposing the return box needed to be replaced due to the consequential damage caused by water. Per section B-5 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” B-8 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): water damage”.
 
On July 29, 2016, her Agreement was emailed to her. As a gesture of goodwill, her service fee has been reimbursed. It does take approximately 10 business days to receive the check. HBRWC would like to apologize for any inconvenience and miscommunication [redacted] has experienced.  We value her business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by 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 April 28, 2016, Ms. [redacted] reported the ac is leaking in the attic. The independent contractor, [redacted] was dispatched to the property and reported the condensation water was overflowing into the auxiliary drain pan and out and down the ceiling. The technician cleared the drain line. Upon further inspection, the technician discovered the auxiliary drain line was connected into the main drain pan and the main drain line was connected into the auxiliary drain pan. Thus the main drain was draining into the auxiliary and vice a versa. The main drain line is supposed to be draining into the main drain pan. Improper is not eligible for coverage under the warranty. Ms. [redacted] paid the technician to correct the improper outside of the warranty coverage. When [redacted] was correcting the improper install, the technician found the evaporator coil had refrigerant leaks. [redacted] was authorized to replace the evaporator coil and a dual cap on the condensing unit. On December 8, 2016, an invoice dated 10/16/16 was received showing Ms. [redacted] had her air conditioner and furnace replaced.
 
There are guidelines on the procedure for using an Out-of-Network contractor and these guidelines were not followed. The air conditioner & furnace were replaced outside of the Agreement and without our knowledge or approval. We regret we will not be able to offer reimbursement for the replacement of the air conditioner and furnace. It clearly states that any repairs completed without 2-10 HBW’s prior notification will not be paid. This is specified 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.” Additionally, per section A.1 of the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.”
 
We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms & 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 inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on April 3, 2017, [redacted] reported her refrigerator is not freezing. The independent contractor, [redacted] was dispatched to the property and reported the compressor and door switch need to be replaced. [redacted] was authorized to replace the compressor and door switch and completed the work. On May 22, 2017, [redacted] reported the refrigerator is still not freezing and a recall visit was set up for [redacted] to go back to the home. On May 24, 2017, [redacted] called in stating the customer’s freezer is 13 to 17 degrees which is normal for the unit. The last communication HBRWC had with [redacted] was on May 22, 2017. In the notes, she made no mention that the freezer is not making ice or the temperature of the refrigerator. [redacted]’s Agreement expired on June 9, 2017 and she did not renew. Per the Agreement under “What is “Even If” Service Fee Guarantee? Service performed within the last 30 days of the Service Agreement will be guaranteed for 30 days.” [redacted] did not notify us within the 30 day window. We apologize in advance to [redacted], if [redacted] was being rude and was a no show. This matter is being investigated internally by our contractor relations department.
 
In [redacted]’s desired settlement she is requesting the refund of her Agreement. We regret, we are unable to reimburse [redacted] for any portion of her Agreement as her Agreement expired on June 9, 2017. 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

Initial Business Response /* (1000, 6, 2015/08/10) */
Re: Revdex.com Case #: XXXXXXXX
Consumer: [redacted], [redacted]
Business: 2-10 Home Buyers Warranty
BHW File No.: ALXXXXXX-XX
We are 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 requirements that must be met, and we are obligated to be bound by them pursuant to the warranty documents that were issued in connection with the consumer's home.
2-10 Home Buyers Warranty ("HBW") is the administrator of the 2-10 New Home Warranty Program. However, it is the National Home Insurance Company ("NHIC"), this warranty's insurer, who investigates and determines the validity of structural claims, including whether they should be accepted or denied.
In this case, the homeowner [redacted] contacted HBW via phone on June 5, 2015 to report the issues he was observing in his home. An HBW representative explained the structural claim process and also the definition of a structural defect as it is in the warranty contract. Later that day, [redacted] submitted the structural claim form the $250.00 investigation fee. On June 8, 2015, the claim file was delivered to NHIC to begin the investigation process.
As the warranty administrator, HBW does not make coverage determinations with regard to submitted claims. If the homeowner disagrees with the claim denial, there is an additional step they can take in the pursuit of coverage for their claim. There is a binding arbitration provision in the warranty contract that reads, "Any and all claims, disputes and controversies by or between the homeowner, the builder, the warranty insurer and/or HBW, or any combination of the foregoing, arising from or related to this warranty...shall be settled by binding arbitration."
We thank you for allowing HBW the opportunity to respond to the homeowner's complaint and encourage them to contact NHIC for more information on the arbitration process.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is a terrible way to conduct your business, especially with the many, many ways there are to review 2-10 Home Buyers Warranty online (of which I will exhaust until a satisfactory resolution is reached, trust me). You sold me a "structural warranty" in 2006. Now. I have severe 42 foot x 3 inch cracks throughout my slab, cracked tile, my garage slab has sunk 3" (literally), the bricks on the front elevation are cracked and have separated from the porch slab, drywall cracks throughout the interior of my home, a door jamb that is separating at the joint, etc.
If this does not constitute structural damage, then what have you sold us, the American public?? Does a home need to completely collapse on a family before you will honor what you sold us as a "structural warranty"?
Hiding behind the insurance company is not doing the right thing by your customer. My damages total over $22,500. And, that's repairing them lightly. I am offering you a chance, right now, to do the right thing and work with me on these damages to my family's home. Whether you help me or choose not to help, I will go out of my way to make sure that every American consumer with a computer knows all about 2-10 Home Buyers Warranty.
Thank you,
[redacted]
Final Business Response /* (4000, 10, 2015/09/02) */
September 2, 2015
Re: Revdex.com Case #: XXXXXXXX
Consumer: [redacted], [redacted]
Business: 2-10 Home Buyers Warranty
HBW File No.: ALXXXXXX-XX
2-10 Home Buyers Warranty ("HBW") is the administrator of the 2-10 New Home Warranty Program. As the administrator, HBW handles the intake of complaints or claims from the consumer and works with the appropriate parties to administer the warranty terms. As the warranty administrator, we do not hire inspectors or perform warranty repairs.
As previously mentioned, our records indicate the consumer filed a structural claim on June 5, 2015 with HBW. HBW sent the file to the warranty insurer, National Home Insurance Company, within 72 hours of receiving the consumer's request.
The consumer's file is now being handled by the warranty insurer. HBW does not make coverage determination. If homeowner disagrees with the decision by the warranty insurer, they may pursue arbitration as outlined in the terms of the warranty. We encourage the consumer to contact National Home Insurance Company directly to discuss this matter.
We apologize for any inconvenience the consumer may have experienced. We do appreciate Mr. [redacted] bringing this matter to our attention.
Sincerely,
2-10 Home Buyers Warranty
Complaint Response Date bumped because: Holiday

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 HBRWC has approved the contractor to replace [redacted]’s air conditioner with an R410a, 14 seer system.
 
We acknowledge that there were opportunities to provide [redacted] with better service and some of the delays that occurred were preventable. Our records indicate the multiple contractors at the home caused a good deal of miscommunication. When there is a heat wave in an area, the independent contractors also experience an unusually high volume of dispatches and are not able to provide information in the time allotted.
 
We regret that we will not be offering any compensation towards [redacted]’s utility bill. This is a Limited Service Agreement which is intended to cover breakdowns of specific items due to normal wear and tear only. The Agreement does not provide for any type of financial restitution per the Terms & Conditions of the Agreement; B-6. “We are not liable for incidental, indirect, special, punitive or
consequential damages, for bodily/personal injury or property damage.”
 
We apologize to [redacted] that he did not receive the quality service that is expected. We thank him for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) 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.
 
2-10 HBW respectfully disagrees with Ms. [redacted] as we do not purposely deny claims. We are a regulated industry and 2-10 HBW has to comply with the coverage we have sold. We cannot show favoritism. Our business is overseen by a variety of regulatory agencies. Even if our intention was to help the customer, it can be difficult for a regulatory agency to tell the difference. We could very well be fined for not following the terms and conditions of our service agreement. As many homeowners and realtors have discovered, our rates and coverage are competitive.
 
Concerning Ms. [redacted]’s water heater claim. Our records indicate on November 29, 2017, Ms. [redacted] reported rusty black water comes from the faucets when she turns on the hot water. Ms. [redacted] acquired her own contractor to diagnose the water heater. The technician reported he was not able to replicate the black flecks. There are no active leaks and the unit is still heating. Ms. [redacted] was explained the contractor found no issues with the water heater and therefore it is not eligible for coverage. If Ms. [redacted] is still experiencing the dirty water, she should consider having the water heater professionally flushed. Flushing of a water heater is not covered under the Agreement as stated in the terms and conditions; B-17. “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” It does state under the plumbing exclusions; “EXCLUDED: any loss arising out of a condition of mineral or chemical deposits (except water heaters)”. However, her contractor did not report any issues with the water heater.
 
As Ms. [redacted], pointed out in her complaint, we will reimburse a service fee upon request, when a claim is determined not eligible for coverage as stated in our “Even If” guarantee as stated; ‘Even If’ an item isn’t eligible for coverage, and we dispatched a service contractor, reimbursement of the paid service fee may be requested.” Ms. [redacted] did not request for her service fee to be reimbursed. The service fee has now been reimbursed.
 
Concerning Ms. [redacted]’s faucet claim. Our records indicate the independent contractor reported the pressure regulating valve has failed and is causing high pressure throughout the home, this in turn, is causing the faucet seals to leak. The representative accessed since the pressure regulating valve failed, creating the high pressure, the leak of the faucet is not eligible for coverage as it is consequential damage. She denied the claim based on the terms and conditions; B-6. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” A representative of this department called Ms. [redacted] and received her voice mail. A message was left that if the pressure regulator valve had failed it would be eligible for coverage. Ms. [redacted] decided to use her own contractor. Her contractor reported the pressure regulator valve was not faulty and the faucet was leaking due to normal wear and tear. Her contractor was authorized $150 (maximum faucet coverage) to replace the faucet. Ms. [redacted] would pay her contractor up front, then be reimbursed. Ms. [redacted] was emailed the instructions as to where to send in the paid invoice. In case she did not keep the email. She would send her paid invoice to [email protected] and reference her work order number 6439825 and her approval code 6164-4613-8376. In addition, both of her service fees have been reimbursed. If she has any questions on her checks, she can contract accounting directly at 1-866-231-0219
 
We apologize to Ms. [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. Her feedback 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 (“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.
 
[redacted] placed a Lock re-key service where 2-10 HBW will dispatch a locksmith to re-key up to 4 key holes. Our pricing Agreement with the network contractors is $100 for this service. [redacted] service fee is $60. The locksmith should have billed 2-10 HBW for the additional $40 over the service fee but instead, collected $100 from [redacted]. A check for $40 has been processed. It will take approximately 10 to 14 business days to receive the check.
 
We would like to apologize for any inconvenience [redacted] has experienced. 2-10 HBW is committed to providing superior home warranty protection and customer service. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
[redacted]
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11156527 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 sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on February 19, 2016, [redacted] reported her washer was not draining. Independent contractor, Sears, Roebuck & Company (“Sears”) was dispatch to the home to diagnose the washer. As [redacted] states, the first Sears technician that HBRWC dispatched thought the washer wasn't level and pushed the hose back in place and left. [redacted] was still having the same issue and we assume she called Sears directly instead of calling HBRWC to set up a recall. HBRWC had no knowledge that [redacted] needed a recall. When Sears went to the home, they assumed this was a retail job. Our notes indicate on February 23, 2016, the Sears technician [redacted] called in and found the washer runs intermittently and the motor is shorting out. The technician recommended replacing the motor. [redacted] further stated that this work order was set up by Sears as a Consumer work order and NOT by HBRWC. Sears policy is to collect the money from the consumer directly (COD) when the HBRWC is not involved. Sears will not change their policy on this. They require a recall work order from HBRWC directly, no exceptions. A recall work order was set up on the same day [redacted] called in, February 23, 2016. Sears called in there diagnosis on February 25, 2016. They were authorized to replace the motor. Sears will be supplying the motor. In instances such as this. [redacted] can refer to her Agreement on page 3 “How do I request service?” All of the contractors that are utilized by HBRWC are independently owned and operated. They may work with many warranties companies, business as well as working directly with the consumer. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced. HBRWC strives to provide fast, reliable, friendly service. We have acknowledged her statements regarding her customer service experience she received. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We would like to thank her for bringing his concerns to our attention as we do take these maters seriously. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/06/23) */
The Office of the President at[redacted] ("[redacted]) is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted] We have located Mr. [redacted] 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 you may have experienced during the claims handling process. [redacted] strives to provide fast, reliable service and anything less is unacceptable. While the repairs were completed on June 12, 2015 we do acknowledge that there were delays for research and the part order. [redacted] agreed to pay half of Mr. [redacted] non-covered charges due to the delays that occurred.
Our records indicate that Mr. [redacted] air conditioning system is currently operational. 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,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/13) */
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. [redacted]'s limited Home Service Agreement and applicable claims....

Thank you for the opportunity to review and respond.
We apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process. We have reviewed the air conditioning claim that Ms. [redacted] has discussed. On October 22, 2015 the independent service provider Denali Services reported that the compressor and condensing fan motor failed. HBRWC did elect to proceed with repairs pursuant to section B-1 of Ms. [redacted]'s Agreement when it states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
The repairs to this unit were completed on October 29, 2015. At that time the technician with Denali Services tested the system and verified the system was running well with no additional failures. HBRWC did verify that some of these failures were due to the first contractor at the home not installing equipment correctly, and we would like to sincerely apologize for this. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We have had the matter with the first contractor addressed internally.
We would note that as there are no current failures to the system, we will not be considering Ms. [redacted]'s request for a full air conditioning system replacement at this time. Per section 2 of her Agreement: "We provide service for covered systems and/or appliances that: not operate correctly due to normal wear and tear."
We regret we are not able to speak to the refrigerator claim that Ms. [redacted] mentions. If she wishes to have that evaluated further she may contact us by emailing [redacted]@2-10.com, providing the property address for the claim in question so we may review further.
We would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We apologize again for the delay that she experienced, and we look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/09) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received 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 Mrs. [redacted] may have experienced during the service request handling process. In Mrs. [redacted]'s inquiry, she mentioned that she needed quick service for her washer as she had an infant and the original service provider [redacted] was not able to service in a timely manner.
Mrs. [redacted] initiated a service request on her washer on September 8, 2015. The service request was sent to the independent contractor [redacted] & [redacted] On September 15, 2015 HBRWC received a telephone call from Mrs. [redacted]. She stated that [redacted] was not able to provide service until September 22, 2015. At this time, Mrs. [redacted] stated that she was advised by the representative that a service contractor would immediately be dispatched. This is correct as the claim was immediately dispatched a new service provider, [redacted] The service contractor [redacted] was able to service Mrs. [redacted] 2 days later, on September 17, 2015. The replacement of the water pump was completed the same day.
We would like to thank Ms. [redacted] for bringing her concerns to our attention. We do take these matters very seriously. At this time, repairs have been completed to Ms. [redacted]'s washer. We apologize for the delay she experienced and appreciate her patience with this matter.
Sincerely,
[redacted]
Office of the President
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(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 rebuttal submitted by [redacted]. Thank you for the opportunity to review further.
 
The Agreement is 8 pages long. An email copy has been sent to [redacted]. We would refer [redacted] to our previous response as to why the indoor equipment is not eligible for coverage. We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Service Agreement. 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:According to [redacted], Chief of Gas, Mechanical, and Plumbing for the City of Knoxville, it is a code violation for this unit to be installed without a "rain shield", which happens to just be the flashing surrounding the ductwork between the unit and the side of the house. 2-10 told me that they would cover it if it was necessary to the repair, and now they are rejecting it as an "unnecessary item". I have spent 3 additional hours on the phone between the contractor and the warranty company, and nothing has been done. 2-10 has stated that this is a modification; both the local contractor, [redacted], and [redacted], Chief of Gas, Mechanical, and Plumbing for the City of Knoxville, say that this is a code violation and that the warranty company's permit will be rescinded if they do not install the unit with this item. Since code violations for 13 SEER and R410A upgrades are clearly covered under section B, item 1, and I quote, "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. Except for 13 SEER coverage and R410A compatibility upgrades and code violations as outlined in number 3, we are not responsible or liable to upgrade equipment, components or parts". I called 2-10 Warranty and spoke to [redacted] on 10-12. He told me that the rain shield is not required by code in the state of Tennessee. I found out afterwards by calling the city inspector that it is. I called back and spoke to [redacted] who told me that they don't cover code violations, then that this wasn't a code violation, and then that they don't cover modifications. I asked for her supervisor and spoke to *. [redacted], who told me that they needed proof from the city inspector. It is quite obvious that the left hand is unaware of the right hand's actions.   
Sincerely,
[redacted]

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

review and respond.
 
We could not possibly cover everything. This is a Limited Service Agreement which is intended to cover breakdowns of specific items only, due to normal wear and tear. If Mr. [redacted] would please reference the first sentence of the Agreement’s Terms & Conditions, which states; “To make our Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything.” Under the Agreement’s Electrical. The Agreement does cover the garage door opener and all parts of the opener. Under the exclusion section, in bold lettering, it specifically excludes garage door track/rail assembly, “EXCLUDED: Garage doors, garage door track/rail assembly, rollers or physical damage.”
 
We regret we will not offer a full refund for the last 2 years of the Agreement as we are not liable for such an expense. In regards to Mr. [redacted]’s request to cancel his Agreement, we apologize his experience has led him to this decision. He may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of his Agreement, which states:  “You may cancel this Service Agreement at any time and is non-cancelable by us (send your written request to us at [email protected]) … reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges”.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com: Unfortunately, our hands were tied.  Since 2-10 decided to drag this out with us, and not offer more than a insulting $2160, we were forced to accept that and cut ties.  WE WILL NEVER RECOMMEND 2-10, NOR WILL WE CONTACT THEM FOR WARRANTIES IN OUR HOME.   We are out thousands of dollars. HORRIBLE BUSINESS with the most HORRENDOUS customer service I have ever seen.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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 25, 2017, Mr. [redacted] reported “online” no power to one room. The independent contractor, [redacted] was sent the dispatch. On January 26, 2017, Mr. [redacted] states “he called 2-10 HBW around 6pm but we were closed and there was no after hour’s emergency contact.” I am not sure which phone number Mr. [redacted] was calling but the phone number listed on the Agreement [redacted] is open 4:00 am to 11:00 pm, 7 days a week including holidays. On January 27, 2017, [redacted] reported online that the customer hired an outside contractor. Later the same day, Mr. [redacted] called and explained he had concerns about a fire hazard with the electrical systems in his home. He heard hissing sounds and smoking was noticed.  Mr. [redacted] contacted a contractor outside our Agreement to expedite the service and make the repairs, because [redacted] was not responding. He is calling now requesting reimbursement. The representative explained that his contractor needed to call in, in order to get the work approved. This is in 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.” Also under the Terms & Conditions A-1 “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” The work was completed without our prior approval. 2-10 HBW was under no obligation to reimburse any amount to Mr. [redacted]. However, 2-10 HBW was not aware that the electoral issue had become a fire hazard and we were not aware [redacted] could not service for 5 days. The representative advised Mr. [redacted], we will review the invoice and will let him know about our decision.
 
When a customer proceeds to have repairs done outside of the Agreement and without our knowledge or approval, depending on the circumstances, if it is determined that there will be some reimbursement, it is strictly a gesture of goodwill and A.2.a in the Terms & Conditions is exercised; “If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors (this amount is usually less than retail cost or your actual cost); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” Mr. [redacted]’s invoice was received and a representative (as outlined in A.2.a) offered Mr. [redacted] the amount that we would have paid a network contractor (non-emergency rate). After this notice was received, our in house electrician reviewed the invoice as an emergency and found the contractors cost was reasonable. A representative of this department, contacted Mr. [redacted] and was able to settle this matter at his desired settlement.
 
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 we were moving forward with the repairs and the parts were ordered for the independent contractor. It was not until November 28, 2017 that we were notified one of the parts were still on backorder until December 18, 2017. Then on December 22, 2017, the independent contractor notified us advising they are not going to repair the gas cooktop. There are some things out of our control. We had no control over the backordered part. The supplier is supposed to notify us but they did not. As is explained in the Agreement in the Terms & Conditions B-10 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” The contractor was also sent to their contractor relations manager to address them as to why they are just now declining to repair the cooktop. They had all the parts in hand. This is the reason another independent contractor was dispatched. The new contractor recommended replacement as the cooktop has too many issues. This was sent to our parts department to price out a replacement cooktop. A replacement offer or the equivalent cash buyout has been offered to Mr. [redacted] and he accepted the replacement unit.
 
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.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/28) */
September 28, 2015
Re: Revdex.com Case #: XXXXXXXX
Consumer: [redacted], [redacted]
Business: 2-10 Home Buyers Warranty
HBW File No.: ALXXXXXX
We are committed to providing superior home warranty protection and customer service, and we remain willing...

and able to assist the consumer to address any and all warrantable repairs. However, there are certain requirements that must be met, and we are obligated to be bound by them pursuant to the warranty documents that were issued in connection with the consumer's home.
The warranty in question is a new home warranty with an effective date of November 4, 2010. The warranty provides the most comprehensive coverage during the first year of ownership, and is less comprehensive during the second year. After the home reaches two years of age, the coverage that remains is for major structural defects only. The major structural defect coverage remains in force for ten years from the effective date of the warranty. The consumer's home is now almost five years old. Major structural defect coverage is all that remains in force under the warranty for this home.
Our records reflect that the consumer called our office to make an inquiry about how to file a claim on August 28, 2015. Our representatives discussed the terms of the in-force warranty coverage, and provided the consumer with the forms necessary to file a claim vie e-mail. The consumer was advised that there is a $250.00 investigation fee. On September 10, 2015 the consumer contacted our office again stating he had not received the required claim forms. Our records reflect that the forms were sent to the consumer again, via e-mail on that date.
As of the time of this writing, we have not received the required claim form or the required investigation fee from the consumer. We would be happy to investigate the consumer's claim, but the consumer must first file the required paperwork and pay the required fee.
Thank you,
Home Buyers Warranty
New Homes Division
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
2-10 Home buyers "warranty" did not address my concern in their response nor did they provide a reasonable and realistic way to correct the foundation damage to my home.
2-10 has clearly misrepresented their services. They use words like comprehensive home warranty coverage and provide no limitations on their web site. To use the major structural defect coverage, (remains in force for ten years) your house, as judged by a 2-10 representative is required be unsanitary, unlivable, or unsafe and also have a foundation crack that must be at least 1/8 of an inch wide, is extremely far from a comprehensive warranty. If 2-10 is going to impose nearly impossible provisions to accept warranty claims, they should clearly state the facts on their web site and brochures. This is a clear example of misleading a customer of the quality of a product.
As noted above by 2-10 home buyers warranty, "the consumer must first file the required paperwork and pay the required fee." Both times I spoke to a 2-10 home buyers warranty representative I was advised it would be a waste of my $250 to file a claim. The $250 is nonrefundable. Additionally as stated before, "the house must be found to be, (by a 2-10 representative not even an independent party), unsanitary, unlivable, or unsafe and also have a foundation crack that must be at least 1/8 of an inch wide. 2-10 needs to state these severely limiting restrictions on the quality of their product on their web site and brochures and stop misrepresenting their services!
On the 2-10 web site it states warranty structural coverage for foundations. It defines this as Load-bearing Walls & Partitions. All exterior walls are bearing walls. I had my house inspected by a reputable foundation repair specialist and determined foundation cracks in the full exterior wall of the house.
Again, why would I pay NONREFUNDABLE $250 to 2-10 Home buyers warranty when they already told me my claim would be denied? I do not have $250 to throw away! I have a house with foundation damage as defined on the 2-10 web site and a worthless major structural defect coverage from 2-10 home buyers warranty.
2-10 is Home buyers "warranty" should stop misleading customers and state the true quality of their services.
Additionally 2-10 is Home buyers "warranty" should provide a reasonable and realistic method to me to correct the foundation damage to my home, not a method for me to throw away $250.
Final Consumer Response /* (4200, 16, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please answer my question, YES or NO; For 2-10 to pay a claim for the major structural defect coverage, (remains in force for ten years), your house, as judged by a 2-10 representative, is required be unsanitary, unlivable, or unsafe and also have a foundation crack that must be at least 1/8 of an inch wide.
Final Business Response /* (4000, 18, 2015/11/19) */
2-10 Home Buyers Warranty is in receipt of the rebuttal submitted by Mr. [redacted]. In order for us to assist him further, Mr. [redacted] must contact our company to file a claim. We will investigate further once that occurs.
Thank you,
2-10 Home Buyers Warranty

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.
 
It was confirmed with Lopez Heating that the coil was replaced on June 15, 2016 and [redacted] took a repair buyout of the outdoor condensing unit. To put this matter to rest. A representative of this department has contacted [redacted] and offered the non-covered charges she paid Lopez Heating. She accepted the offer.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]We reject
this response because:The response provided by 2-10 Home Warranty is inaccurate and misunderstood by their leadership.  The contractors (which they dispatched to complete the requested repairs) provided a difference response to the Customer Service Representatives.  At this time the [redacted] office for 2-10 Home Warranty has neglected to fully review how this complaint evolved.  The information in this response does not address or outline the true nature of the problem.  The 2-10 Home Warranty Company (once again) has failed to address the problem with their contractors, and the warranty company failed to provide sufficient resolution to our complaint.  At this time we continue to reject the response from 2-10 Home Warranty and demand they make us whole. 
Sincerely,
[redacted] and [redacted]