2-10 Home Buyers Warranty

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 September 22, 2017, [redacted] reported his air conditioner is not blowing cold air. The independent contractor, [redacted] was dispatched and reported the compressor has shorted and locked up the fan motor. [redacted] did not want to move forward with repairs as he wanted his system replaced and was interested in taking a buyout. The representative offered [redacted] the cash buyout of $1345 using the national guides for parts or he can wait until we know the actual cost of the parts for an exact cash buyout amount. [redacted] advised the representative, he would like to wait for the cash buyout using the actual parts cost. The parts research department located the costs of the parts and they were lower. The revised cash buyout is $1188.40. This is the actual cost that 2-10 HBW would pay to replace the compressor and fan motor. The new buyout amount was presented to [redacted] which he has not accepted.
 
Our offer of $1188.40 actual cash buyout would be the amount of reimbursement. In the Agreement under Who pays what? “The service fee is due when the service contractor arrives at the home.” The service fees are paid directly to the independent contractor for their travel and diagnostic time. The service fees are kept by the contractor and not transferred to 2-10 HBW. We regret we will not reimburse the service fee.
 
We respectfully disagree with [redacted] when he stated “This is clearly a deceptive business practice that their agents are trained for.” This is an incorrect statement that we do not take lightly. 2-10 HBW takes pride as a Warranty company. 2-10 HBW was established in 1980 and have covered over 5.5 million new and pre-owned homes.
 
Sincerely,
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Still interesting that you cannot return calls to this business' employees on a direct basis.Thanks to the Revdex.com for their involvement and a suggestion to reevaluate the rating of this company.
Sincerely,
[redacted]

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

and respond.
 
Our records indicate on November 1, 2017, [redacted] reported her boiler is not working. At the time of the requested service, the dispatched department was not able to locate a contractor to service the boiler. The guidelines for using a contractor out of our network were emailed to her. We do regret that on occasion, 2-10 HBW will not have an approved network contractor to service an area in a particular trade. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is described in the Agreement under the Terms & Conditions, A-1 “If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service."
 
[redacted] contractor, [redacted] reported the flue damper which is zone controlled, was closed, so it caused everything to over work. This caused consequential damage to the other items on the boiler; ignition module, gas control valve and the bleeder valves to go out. The technician advised the damper is part of the zone control system. Zone control systems are specifically excluded from coverage under the Heating section; “EXCLUDED: all components of zone controlled and energy management systems.” Therefore the items were not eligible for coverage as a non-covered item caused the failures. In addition, these items did not fail due to normal wear and tear. Per the Terms & Conditions; B-6 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” [redacted] was explained why this was not eligible.
 
Then on November 21, 2017, we were notified by [redacted] that her boiler is no longer working. We once again asked [redacted] to acquire her own contractor. On November 28, 2017, we received an invoice/diagnostics report from the contractor, the [redacted]. The technician replaced a bad circulator pump for the boiler/bleed the system and unit heating at this time. The claim was authorized to reimburse [redacted] the full amount charged by [redacted]. It will take approximately 10 to 14 business days to receive the check.
 
2-10 HBW was not aware that [redacted] had the repairs done by her first contractor. The representative assumed that the claim was still denied as she believed it was the same failure. We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/18) */
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 do apologize for any frustration or inconvenience that you may have experienced during the claims handling process. Our records indicate that the service contractor has scheduled to complete repairs June 18, 2015. We will continue to follow up to verify that this occurs as scheduled.
On September 17, 2014 Mr.[redacted] initially placed a claim with our company. The claim was dispatched to an independent service contractor to service. On October 10, 2014 the contractor stated that there was a crank case heater which required repairs. The contractor did not report any failure to the compressor at that time, which is why it was not replaced. We apologize for this confusion or miscommunication that occurred.
On [redacted] 21, 2015 Mr.[redacted] contacted our company stating the system was not operational. The contractor was asked to return to the property. On [redacted] 27, 2015 the contractor stated that they performed a hard start to the air conditioning unit. Once again, [redacted] was not notified of any further repairs that may be needed.
On [redacted] 28, 2015 Mr.[redacted] contacted [redacted] to report that the compressor needed to be replaced. [redacted] requested the contractor return to the property. We also attempted to contact the service contractor to provide a more detailed report from the first visit, however we did not receive return calls from the service contractor.
On June 3, 2015 [redacted] agreed to send a 2nd opinion to the property, the company[redacted] On June 5, 2015 the contractor stated the compressor had failed and would need to be replaced. Since Mr. [redacted] air conditioning system was manufactured by [redacted], an original equipment manufacturer (OEM) compressor had to be ordered from the manufacturer themselves. This equipment was ordered on June 11, 2015 and was delivered to the contractor on June 17, 2015.
The $237 that Mr.[redacted] was responsible for are not eligible under the service Agreement. $108 of this cost was to recover and dispose of refrigerant and equipment. Section B-10 of Mr. [redacted] Limited Home Service Agreement ("Agreement") states, "We do not remove any hazardous materials including asbestos; do not transport or store any hazardous materials; and do not perform any repairs where there is environmental contamination or if such repairs would cause contamination. We do not pay charges or fees to dispose of an appliance, system or component, including, but not limited to: condensing units, evaporator coils, compressors."
The remaining $129 was to clean the system. This is not eligible per section B-16 of the Agreement which states, "You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer."
With this said, we acknowledge that there was a preventable delay between when the second contractor provided a diagnosis and when the compressor was ordered. For this reason, [redacted] agrees to reimburse Mr.[redacted] for the $237 that he paid to the contractor as a gesture of goodwill. In order to process a reimbursement check, we would ask that Mr.[redacted] email a copy of his invoice to [redacted] An invoice is required by our Accounting department before issuing payments. We apologize for any inconvenience this may cause.
We would like to thank Mr.[redacted] for bringing this to our attention as we do take these matters seriously. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We will await Mr. [redacted] invoice so we may reimburse him for the repairs.
Sincerely,
[redacted]
Office of the President
[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 persuant to the amount I requested. 
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.
Sincerely,
[redacted]

The Office of the President at Home Buyers Warranty Corporation ("HBW VI") is in receipt of the inquiry submitted under case number 11250726 by [redacted].  We have located [redacted]’s Limited Home Service Agreement ("Agreement") which became effective July 6, 2015 and her...

applicable claims.  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 14, 2016, [redacted] requested full $80 refund on her water softner coverage. HBRWC requested she send her request by email. Her email was received on March 17, 2016 and her refund check of $80 was processed on March 21, 2016. In addition, [redacted] was reimbursed her service fee of $75 on her water softener claim on August 25, 2015 due to the delay. A representative of the department called [redacted] and explained that the refund for the water softner is in the mail and that we agree she did not owe the $75 additional service fee to All Brands for the microwave claim. This matter was settled with All Brands and HBW VI. HBW VI would again like to apologize for any inconvenience [redacted] may have experienced on her water softener claim.  We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. We thank [redacted] for bringing these issues to our attention and we will investigate her customer service concerns and contractor concerns internally so we may make corrections and continue to improve our overall performance. Sincerely, Office of the President Home Buyers Warranty Corporation VI

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
Our records show the check has been processed, as stated above, if Mr. [redacted] has not received his check, he can contact the accounting department at 1-866-231-0219 and it will be tracked. He can reference his work order [redacted], approval code [redacted].
Without knowing the name of the representative that told Mr. [redacted] that the service fee would be waive, it would be very time consuming to locate the phone call he requested to be pulled as there are numerous representatives that have been in this claim. In order to preserve goodwill for our business, we will reimburse Mr. [redacted] his service fee. It will take approximately 10 to 14 business days to receive the check.
 
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'd like to thank 2-10 for providing an expedient, and adequate resolution to the issue.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
As discussed in our previous response, the independent contractor reported the fixtures were broken sometime prior to the November 29, 2017 effective date of the agreement and they were not broken due to normal wear and tear. Mr. [redacted] was explained that he can get his own contractor if he disagrees with our contractor’s diagnostics. In summary, the guidelines for using a contractor out of our network are as follows.
 
1. The contractor must be licensed and insured.
2. The contractor must call in with a diagnosis for approval before starting repairs.
3. If approved, 2-10 HBW has the right to only approve the cost for the repair based on our price guides.
4. 2-10 HBW reserves the right to an additional opinion.
 
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.
 
Coverage is determined only after a contractors complete diagnostics is received and not before. Our records indicate on July 22, 2017, [redacted] reported her entire house is backing up. [redacted]’ contractor reported “the cap is stuck in the sewer line. The pipe is not broken. The sewer line is deep, and has to be dug out, got in there to replace piping to remove cap stuck in line.”
 
Ms. [redacted]’s is looking for a better explanation as to why her claim is not eligible for coverage. If [redacted] would please refer to her Agreement under the Plumbing section. “INCLUDED: Water, drain, waste or vent pipe leaks or breaks”. This means we only offer coverage for leaks and breaks in the pipe. The sewer pipe was not leaking and the pipe was not broken and therefore the sewer pipe is not eligible for coverage.
 
In addition, also under the Plumbing section “INCLUDED: Drain line stoppages that can be cleared with a standard sewer cable”. The cap was the cause of the stoppage and it could not be cleared/removed with a standard sewer cable. Since the cable could not remove the stoppage, the removal of the stoppage/cap is not eligible for coverage.
 
Another words, HBRWC will not offer coverage to replace/repair pipes that are not leaking and we will not offer coverage to replace, cut or open pipes due to restrictions.
 
We apologize in advance to [redacted], for her customer service experience. This matter is being investigated internally. 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 PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: The statement for 2-10, again is NOT a true statement not even close, again they leave out the part on their negligence to take care of an issue that was made an emergency to get fixed in a timely manner. Let me give you an outline of what actually took place in the above statement. There never was a dispute with the contractor on using the [redacted] or replacing the evaporator coil. I found out they were trying to just use an adapter instead of replacing the evaporator coil, so the SEER was the same on both coils, as per my warranty is covered under my policy. I found out because 2-10 never approved this part so the date that was set to fix my a/c has been pushed back over 3 weeks. I was on the phone for over 2 hours with 2-10 explaining that this was not the correct way to fix the issue, but they said the contractor said it would work, so they wouldn’t replace the evaporator coil. I researched multiple sites and contacted other contractors and they said this would cause the unit to prematurely fail and also cause the unit to actually be less energy efficient! And per my policy this was covered but they told me too bad the contractor said it would work! Three days later the contractor contacted me and said that he had called and explained the same thing I did and 2-10 agreed to now replace the evaporator coil. But instead of telling the contractor he could supply the coil like 2-10 is saying they did, they had to send it to their purchasing department to research. Which by the way when you call to get an update, they tell you they don’t have a phone in department that reviews what’s needed to complete the job, so there’s no way to contact them. So waited 3 days for them to research the part, they then ordered the part which took another 3 days. To find out they ordered the wrong part, which of course they blamed the contractor even though they researched it for 3 days and never seem to do anything wrong. Now they have authorized the contractor to get the part after again another 2 days they had to research and give approval. Like I’ve stated before I have lost hundreds of doors in food and now have issues with my windows and doors, along with my son being sick due to the heat. The only answer this company has is they won’t cover the $200, when with the first contractor it was going to be $50. Dealing with this warranty company has caused me to spend over 24 hours on the phone and still nothing has been fixed, as well causing me to miss work and just the tensions in my marriage is unbelievable due to all the lies this company has told me. I’m asking for this company to take some responsibility for their negligence, and how they ignored the severity of this problem and to continue to be unprofessional on how they handle their claims. They are liable for not being honest and making sure their customer doesn’t suffer due to them constantly delaying the process of this getting fixed. It is not fair for this company to continue to use people!
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.
 
Our records indicate on July 2, 2016, [redacted] reported his air conditioner is not blowing cold air.
Independent service contractor, [redacted] was dispatched to the home and reported the blower motor is seized, heat exchanger cracked and the evap coil is leaking. The contractor reported Mr. [redacted] was interested in a buyout. An inquiry needed to be done to determine if we were going to repair or replace. It was determined we were going to replace and an email was sent to Mr. [redacted] on July 15, 2016. Mr. [redacted] acknowledged he received the email of the buyout amount from HBRWC. It was not until July 28, 2016, when Mr. [redacted] advised he would like to move forward with the replacement and he accepted the out of pocket costs of $300.
 
We do apologize if there was miscommunication. Perhaps the representative who had emailed his options to him on July 15, 2016 should have been clear to contact HBRWC directly on his decision and not the independent service contractor. A representative of this department has contacted Mr. [redacted] and this matter of the duct modification has been settled.
 
HBRWC also apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service.
 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on October 1, 2016, [redacted] reported; “Water leaking and pooling when washer drains.  Leak is from pipe, not the washer itself.” The independent contractor, [redacted] was dispatched and found the external washer drain was broken. The pipe needs to be plumbed with 3 feet of pipe with a p-trap.” The technician did not report this was a concealed plumbing claim or that he cut drywall. A representative of this department contacted the contractor to get more information. The technician no longer works with the company and the ticket does not show a cut in the drywall. The representative contacted [redacted]; he was kind enough to send a photo of the cut. From the photo, it was evident that the technician did make the drywall hole as the p-trap that he replaced was at the hole. [redacted] has accepted a cash payout offer for the drywall hole and found the settlement satisfactory.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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....


 
Our records indicate on November 25, 2017, Ms. [redacted] reported her oven is not coming on and the door is not closing. The independent contractor, [redacted] was sent the dispatch. On December 11, Ms. [redacted] called to see if we have received the information from [redacted]. She advised they needed to order parts. We had not received the diagnostic report from [redacted]. The representative called [redacted] and left a voice requesting status. We finally were able to contact [redacted] and they advised they do not work on [redacted] ovens. [redacted] was sent to our contractor relations department to address the contractor. There were no contractors to service the [redacted] oven and Ms. [redacted] was offered to locate her own contractor. Then on January 4, 2018, her contractor reported the relay board and the 2 door hinges need to be replaced. The contractor believed the parts are no longer available but the relay board can be rebuilt and the door hinges can be purchased on EBay. Per the Agreement, the hinges are excluded from coverage. The board is eligible for coverage. Her contractors cost to replace the board is $604. Her contractor has been authorized $604 to make the repair or Ms. [redacted] can opt to take a repair buyout. A representative from this department called Ms. [redacted] and received her voice mail. A message was left with her options.
 
Concerning Ms. [redacted]’s customer service experience. We take her concerns against the representatives seriously and can assure her that it is not acceptable for anyone to be discourteous. 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. We will have her concerns reviewed and addressed internally so we may 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”) that became effective on October 27, 2016 and expired on October 27,...

2017 and applicable claim. Thank you for the opportunity to review and respond.
 
Our records indicates the independent contractor replaced the air handler on August 4, 2017. Ms. [redacted]’s Agreement expired on October 27, 2017 and she decided not to renew her Agreement. If Ms. [redacted] would have renewed her Agreement, this would have been addressed. Ms. [redacted] should be aware that the [redacted] air handler that was replaced is under Manufacturer’s Warranty. We recommend she call [redacted] if her contractor will not work with her for equipment under Manufacturer’s Warranty.
 
We regret we cannot be of further assistance in this regard as Ms. [redacted]’s Agreement has expired and she did not renew. HBRWC has fulfilled their obligations as specified in the 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]’ Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
[redacted] is working with a representative in the escalations division. [redacted] did get her own contractor to diagnose the system. Her contractor found there is an intermittent electrical issue where the technician cannot recreate the short. The representative advised [redacted] that when the system shorts out again to contact her contractor immediately. [redacted] will email the contractors invoice to the representative directly for full reimbursement.
 
Concerning the unprofessional phone call [redacted] had with a representative. We can assure [redacted], our coaching and development team trains our employees to provide fast, friendly and reliable service. We take her concerns against the representative and her co-workers seriously and can assure her that it is not acceptable for anyone to be discourteous. This matter will be investigated internally so we may make corrections and continue to improve our service.
 
A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. The first contractors contract, lists geo-thermal system as a system they work on. They have been sent to contractor relations to confirm this.
 
HBRWC apologize to [redacted] for the experience she has had concerning this claim. We work very hard to prevent situations like this. In [redacted] desired settlement, she is requesting her service fee be refunded. This has been done. It will take approximately 10 to 14 business days to receive the check.
 
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 27, 2017, [redacted] reported online, no air flow from the vents and not cooling the top floor at all. The independent contractor, [redacted] was dispatched to the property. On June 29, [redacted] called in and advised nothing has happened with the repair of her air conditioner. It was explained [redacted] had not called in their diagnostics. HBRWC does depend on our contractors to complete repairs. The network contractors have authority to do repairs when the repair is under a specified dollar limit without having to call in a diagnosis. As soon as [redacted] put HBRWC on alert that nothing has been done, there were several attempts to contact the contractor without a response or the office manager assured us they would call back. By July 5, 2017, it was apparent [redacted] was delaying the claim. The contractors was sent to our contractor relations department to investigate and address the contractor. The independent contractor, Herb Refrigeration was dispatched and [redacted] also got a diagnostics from a contractor out of our network. Her contractor was authorized to repair the air conditioner.
 
We do apologize for any inconvenience and delays caused by [redacted] and the amount of times she had to call in for a status update. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted]. Thank you for the opportunity to review further.   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. If the independent contractor replaced the condenser, this was without our knowledge or direction.   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 July 31, 2017, [redacted] reported his toilet is leaking at the tank. [redacted] acquired his own contractor. His contractor found mold due to the malfunctioning toilet leaking. The representative read and emailed [redacted] the guidelines for using a contractor not in our network.  Number 1 of the out of network guidelines explains how payment is made:
 
Emailed: [redacted]
1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.
 
This is also located in the Agreement under the Terms & Conditions A. Providing Service 2.a. “If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);”
 
The invoice was received but there was no cost break down and many of the charges were not eligible for coverage. The contractor reported the master bathroom toilet has calcium build up inside of water pipeline and inlet to the toilet, replaced the toilet, wax ring. On the main floor guest bathroom the technician found that the flange for toilet has cracks and leaks. The toilet in the basement the technician found the flange for toilet is also cracked and leaking. 2-10 HBW used network pricing for the failures that were eligible. $523 total for repairs.
 
$140 - master bathroom - Toilet replacement, service call – $100 service fee
$154 - guest bathroom - flange and service call
$229 - basement bathroom -flange, drywall and service call
----------
$523 total reimbursement
 
[redacted] has received the $140 check. The other 2 have been processed and they will come under separate cover. It will take approximately 10 to 14 business days to receive the checks.
 
We do apologize for the confusion in the claims handling process. It is difficult when 3 separate claims are combined into one invoice with no cost breakdown. We regret, we are unable to reimburse any additional amount and 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 President
Home Buyers Resale Warranty Corporation