2-10 Home Buyers Warranty

We understand and are empathetic to Ms. [redacted]' situation.We make attempts to expedite service in cases of emergency and we apologize that did not happen.  When the company was notified of her child's Eczema it was almost 20 days into the claim and we worked quickly to determine next steps.  This is a key reason we picked up her out of pocket expense; cost not normally covered under the service agreement.   Thank you

Complaint: [redacted]
I am rejecting this response because: The heat pump was working properly when we purchased the home buyers warranty.  2-10 states they denied the claim due to 'pre existing failure as this unit was not in good working order as of 10/30/17' per claim rejection email from Barbara H[redacted], Senior Claims Rep II dated 10/9. This is not true.  How do 'fairly new clients' get any unexpected claims approved and how long would 2-10 continue to reject claims until they decide not to say its due to 'pre existing failure'?  I have a home that is 4 years old and believe it operates in good condition and had no idea of the rust and supposedly any wiring problem...because the unit was operating.  Coastal living is difficult on homes and that's why we researched purchasing a home warranty package and bought one from 2-10.  2-10 knew we lived on the Coast and accepted our business on 10/30/18 and we had no control over the unit failing over a month later and reject their suggestion we had 'planned' this claim.  The HVAC technicians stated that 'yes' we could reach out to [redacted] Mnfr but in their past experiences the mnfr would not offer a entire new heat pump or condenser replacement but would offer replacement parts to replace the rust/leaks and any 'supposedly faulty wiring' and other components, but that would cost substantially more in labor to breakdown the unit, wait for the components to be shipped and then to replace them...why put all that labor resources and the customer to be without heat as it would be prohibitive to repair, hence their recommendation to replace.  Then after quotes were submitted, unknown to myself at the time, 2-10 pressured both quote HVAC providers by calling them and suggesting to them that 2-10 ship them a 'substandard heat pump' and pay them to install.  Both HVAC providers said 'no' as they would not install substandard equipment.  Shame on 2-10 as they would be in the same situation again in least than 3 years according to [redacted] installers. When I researched and spoke with 2-10 Home buyers sales department we had discussions about the above situation and were told that we would not experience 'pre-existing conditions' even when I suggested they come and inspect the home prior to purchasing the warranty policy...but they said they don't offer inspections...so 2-10 should honor any claims from the Supreme upgraded policy.  So we upgraded the policy to the supreme level just so all would be covered.  I must state that their customer service process is terrible.  Their communication to their clients is terrible.  Their accessibility to their clients is terrible.  Their process of call and be told that each call had a period of up to 72 hrs for them to respond back to customer...hence I had 3 weeks of waiting as I called 4 times to find out what is taking so long to get approval and received 1 email that they were checking.  Each time I called I had a wait time of up to 55 minutes.  Both contractors called their contractor line and waited over 40+ minutes and then hung up as they had business to do and couldn't wait any longer.  I asked for names of folks so I could talk to them to answer any of their questions and asked for Barbara H[redacted] many times but never received an return call - she was out of the office, wasn't at her desk or gone on vacation.  So I waited and waited and waited.2-10 website states they welcome new customers and to 'not worry as each year every home has claims and that they will handle/accept them'...well I experienced the opposite.  When I spoke with the sales department upon purchasing this policy I asked do they have in-network providers in my [redacted] WA area...and I was told yes they did.  Yet when it came time to use 2-10's network providers their were none so I was told to find my own HVAC providers that would come to my home and provide a quote...so I had to do all the work without any quidance from 2-10. Why did they sell us a policy if they don't have providers in my area.  This is deceptive marketing on their part.I followed their procedures.  I followed their methods and want Revdex.com to request 2-10 to reconsider and accept this claim to replace the heat pump.  Coastal living does promote rust that leads to leaks but this company knew this and took our money by selling us their policy.  I need a new heat pump.  Reflect this response as a disappointment - where is their customer advocacy - what will Revdex.com do for a unknowing customer that didn't know the sneaky approach they would take to deny a claim.  Where is their justice in this matter - please help! 
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 on February 18, Mr. [redacted] reported he had his system replaced by an out of network contractor.
Mr. [redacted] spoke to a representative that explained he did not get prior approval before work was done and therefore the claim is not eligible for coverage. There is no reimbursement being offered for the HVAC replacement which were completed with no prior approval as specified in bold, on Page 3 of the Agreement, under “Who pays what?”; “2-10 HBW will pay or reimburse you for costs that have been pre-authorized for a covered repair. Service performed without pre-authorization will not be paid.” Also, pursuant to 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. There are no notes anywhere from Mr. [redacted] speaking with one of our representatives concerning his heat pump prior to this claim being placed on February 18. As such, we regret that we cannot be of further assistance in this regard. 2-10 HBW has honored their obligations as specified in the terms and conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

and respond.
 
Our records indicate on August 5, 2016, [redacted] reported his air conditioner is leaking. Independent service contractor, [redacted] was dispatched to the home and reported the system was empty of refrigerant and he would need to do a leak test. This contractor was not following his agreed pricing with HBRWC and wanted extreme costs for the Freon to just do the leak test. He was sent to our contractor relations department to investigate and address. An additional contractor, [redacted] was dispatched and reported a slow leak in the system and added leak seal. The water leak was coming from the condensate drain line. He replaced 30’ of 3/8 pipe. The contractor has reported the repairs are complete.
 
A manager has been assigned to this case and [redacted] has her direct line if he has any further concerns. We do apologize for the customer experience issue he had concerning a certain representative. This is being addressed internally. 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 PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/08) */
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 Mr. [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 Mr. [redacted] may have experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We acknowledge that there were delays in his claim that could have been preventable, specifically regarding the equipment order as HBRWC did advise the contractor on August 21st that the equipment was ready for pickup and the delay due to the missed appointment on the 9th of September. We will have this evaluated & addressed internally so we may prevent such unnecessary situations in the future.
Our records indicate that the air conditioning system was repaired on September 17, 2015 and was confirmed as operational. We do agree to reimburse Mr. [redacted]'s service fee per his request. He may expect to receive a check for the $50 fee within the next 7-14 business days.
In his complaint, Mr. [redacted] also requests reimbursement for three fans which were purchased. In order to review this further, we request he submit receipts to our company by emailing them to [redacted]@2-10.com for via fax to [redacted] We would note that E-5 does state that we are not liable for, "incidental, indirect, special, punitive, or consequential damages," and that we cannot guarantee we will reimburse part or all of the costs he incurred. Nonetheless, HBRWC would like to review and see if we can be of further assistance with that expense.
We would like to thank Mr. [redacted] for bringing his concerns to our attention. We again apologize for the delay that he experienced. We await a copy of his fan receipts for review and look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted]. Thank you for the opportunity to review further   There was a call placed to the contractor. They believe it was the delivery company that damaged the panel on the package unit. The contractor has contacted Lennox to get the part #’s for the panels and they have submitted the information to HBRWC for ordering. The panels were ordered today July, 14, 2016. I would like to point out to [redacted] that there are times when parts have to come directly from the factory which can delay the parts arrival. Pursuant to the Agreement in section B-9 of the Terms & Conditions, “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.”  This response is being submitted now, due to the required response time limit of the Revdex.com.   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 air conditioner claim. Thank you for the opportunity...

to review and respond.   Our records indicate on May 10, 2016, [redacted] reported her air conditioner was not blowing cold air Independent service contractor, Comfort Central was dispatched to the home and reported this is a wall hung package unit that services the living room area. The evaporator coil is leaking. The manufacturer was unknown to them and they requested if we could locate the coil. This was sent to the parts department to find that the manufacturer was no longer in business. We were looking for a replacement package unit but the only one we could locate was at least 3 weeks out. On June 2, the contractor was able to find a comparable unit that was 2 days out. The order was submitted. The Contractor called us on June 20, 2016 and told us the incorrect unit was received. He acknowledged he had given us the wrong model #. The order was resubmitted. The contractor has reported that the installation of the package unit is complete.   HBRWC apologizes to [redacted] for the delay of the order. We acknowledge there were some mistakes made on the order. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service. We look forward to serving her future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:This type of business can not be compared to health insurance. It can be closely compared to auto insurance instead, considering you have to factor in both product and service here vs health insurance just providing service generally. The quote our chosen contractor sent in included both product and service and he said he couldn't have even purchased the products to fix our air unit with the amount they were going to pay him. This is not right. For example, if you were an auto insurance company paying for both products and services for customers and the customer went to a trusted body repair shop of their choice, you can not just give them half of the quote resulting in the customer not being able to get their vehicle fixed and in our state, for example, it is actually illegal to deter a customer from using an out of network contractor because of this reason; people would be losing vehicles due to lack of insurance reimbursement. This is the same type of situation. Also, regarding the sentence, "2-10 home buyers warranty will only consider reimbursement of the costs that a Newtork HBW Service Contractor would have charged for the eligible repair or replacement", this is also inaccurate. The "network contractor" sent to us originally quoted us $500-$600 to do the repair and 2-10 would only give us $320 if we used our chosen contractor. So this statement in your own policy was not even followed considering you offered our contractor half of what your network contractor would have charged. My husband and I both talked to several people with your company and were both told different stories the whole time that all contradicted each other. None of the reviews on your company are good, insinuating we are not the only people who have felt scammed and taken advantage of. Companies like this should not be in business.  
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 Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located Jeremy Spark’s Limited Home service Agreement (“Agreement”) that became effective June 1, 2016 and applicable toilet tank...

claim that was placed June 17, 2016. Thank you for the opportunity to review and respond.   Our records indicate on June 17, 2016, [redacted] reported 2 toilets do not flush properly. Independent service contractor, Plumb Right Services was dispatched to the home and found calcium build up and the technician tried to break out the calcium build up. [redacted] was having the same issue and Plumb Right Services reported, due to the amount of calcium build up, the toilets need to be replaced. The Agreement does cover for calcium build up. However, it takes a long time for calcium to build up and due to the amount of buildup, this issue would have been going on longer than the warranty effective date of June 1, 2016. Pursuant to the Agreement under the Terms & Conditions “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the service period.”   A representative of this department contacted [redacted] to discuss this matter further. As a gesture of goodwill, [redacted] has been refunded his service fee.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

2-10 HBW is committed to providing superior home warranty protection and customer service, and we are always willing to assist the consumer to address any and all warrantable repairs.  In this case the consumer reported a claim for a number of items, including the windows which are the subject...

of this complaint.   We made a cash settlement with the consumer, and the consumer signed a release of all claims on December 8, 2016.    We acknowledge the consumer’s position that they may have become aware of conditions after-the-fact that may have affected the amount of settlement at the time.  However, the homeowner has released the builder and 2-10 HBW from “all claims and actions, whether at law or in equity, that Homeowner(s) now have or might have in the future arising out of the Workmanship and Systems Defect claim…”  Unfortunately, the effect of signing the release in exchange for payment precludes us from reconsidering this claim at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11089376, and find that this resolution is satisfactory to me.  The microwave has been installed in a satisfactory manner, and I have no further issues with them regarding this.
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 January 10, 2017, [redacted] reported his dishwasher was leaking. The independent contractor, [redacted] was contacted and said they will accept the dispatch. On January 17, 2017, [redacted] called because he had not heard from the contractor. The representative contacted the contractor and confirmed there was an appointment set for that afternoon. [redacted] was updated with the contractor’s phone number. HBRWC had assumed the work was complete. On February 13, 2017, [redacted] called back concerning a busted hose in his dishwasher. He stated he had never made contact with the contractor. The representative contacted the contractor and assured us they will call [redacted] to set up an appointment with him. On February 15, 2017, the contractor was contacted. He stated he has the part to complete the repairs He apologized for the delay as he has been under the weather (sick) and wasn’t able to service the past week. The contractor did not relay this information to [redacted]. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. The contractor was sent to our contractor relations department to address the delay he has caused and his lack of communication. There are some issues that are out of HBRWC’s control. Per the Agreement under 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.” This means HBRWC is not responsible for an independent contractors actions. However in instances like this, we will promptly do everything possible to expedite the service/repair with the same contractor or locate another contractor.
 
A representative of this department called the [redacted] residence and it has been confirmed the repairs were completed on February 22, 2017.
 
HBRWC would like to apologize for any inconvenience [redacted] had experienced due to the delay of this claim. Concerning his experience with our customer service personnel being rude. This will be investigated internally. We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously. We strive to provide fast, reliable and positive experience to all our customers so we may make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: To the Office of the President Thank you for your response, however you have left out several pertinent details.  Yes [redacted] was sent out, and did not correctly fix the system. NEXT you sent YOUR contractor [redacted] who diagnosed that the system is rusted out and needs full replacement.  My portion would be $1200 and the rest to be covered.  I agreed to pay my uncovered portion as outlined in the agreement.  However, 2.10 felt the need for a second opinion on THEIR OWN CONTRACTOR.  The next person you sent was Lyons who stated he did not know what was wrong, to have the zoning checked.  As I agreed this (zoning) was not part of the covered warranty items, I subsequently paid out of pocket to have the zoning system diagnosed and all motors replaced (at a cost of over $1000). Again, I adhered to my portion of the contract with 2.10 Home Warranty by paying for uncovered issues.  I submitted this invoice to prove the zoning had been completely replaced and yet the system was still not working.  My independent contractor agreed with YOUR network contractor ([redacted]) in that the evaporator coil was no longer any good, and the system was so old it needed replacement. I submitted this in writing to 2.10 along with proof that the entire zoning system had been checked, tested and ALL motors and board replaced. Despite this the system is still freezing.  You then sent Bestway who again, despite proof that all of the zoning items had brand new state of the art motors, and us pointing out the completely rusted out, leaking evaporator coil, stated there was nothing wrong with the system.  I am not sure how a company that considers itself reputable can default to just blaming a portion of the system that is not covered then still blaming that portion when it's customer has followed the outline of the agreement and has paid out of pocket to have that item entirely replaced.  YOUR OWN CONTRACTOR- [redacted] diagnosed the system with needing a full replacement.  I followed the "rules" and got the non covered zoning system replaced.  Yet here I am paying $90 a month for a warranty, out over $1500 out of pocket and with 88 degree temps in my home as I type this.   Please see the attached documents as proof of 2.10 Home Warranty's contractor diagnosing the need for a full system replacement, and my independently contracted HVAC technician's invoice showing zoning system diagnosed, motors replaced and the need for the evaporator coil to be replaced.  Apparently your company just keeps sending out different contractors until they give the diagnosis you are happy with Sincerely [redacted] 
Sincerely,
[redacted]

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11254048 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 March 21, 2016, [redacted] reported a pipe leak. The independent service contractor, Delmolino Plumbing Inc. (“Delmolino”) was dispatched to the property to evaluate the leak further. On March 24, 2016, Delmolino reported the shower riser (supply pipe that connects to the shower head) seems to be leaking. The supply pipe is behind the shower wall and the technician needs to make access to make sure this is where it is leaking. The technician stated in order to make access, He may need to thorough the tile but he thinks he may be able to just remove a couple of cabinets to do it. Mr. [redacted] was advised that to make access through the tile is not eligible for coverage per the Terms & Agreement, B-6 “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” This means that we are not responsible for the removal and installation of the tile. Once the tile is removed and the bare wall behind the tile is visible, we will open the wall and restore only the wall to a rough finish on an eligible repair. In addition, if the technician would need to move the cabinetry in order to make the plumbing repair. This is not covered by the Agreement as noted in the Terms & Conditions under section B-15 “You are responsible for additional charges to remove or install non-related equipment in order to make repairs.” Delmolino reported he would like to try to remove the cabinets first but if he is unable to, he will have to remove the tile. Delmolino has been approved to repair the leak once the access has been made. It is between Delmolino and Mr. [redacted] to decide the best option to make the access. There were 2 calls placed to Mr. [redacted] to give a better explanation as to why the removal of tile and cabinets are out of pocket expenses. A voice mail was received both times and a message was left both times. 2-10 HBW would again like to apologize for any inconvenience [redacted] may have experienced.  We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously.  We look forward to serving his future warranty needs. Sincerely Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:The majority of the home warranty company's response was not communicated to me by their claims department. When I was denied for the electrical claim, the only explanation I received was "we don't cover correcting code violations". Nothing was communicated to me about not covering installation of a ground wire or that grounding the outlet would fix the problem. Neither the home warranty company nor their contractor attempted to contact me to explain the denial of coverage on my microwave, and the only reason I found out about the denial is having called them for a status update today. According to the claims representative I spoke with today, the claim was AUTOMATICALLY denied by their process due to using the word "surge" in the contractor's diagnosis, even though he was referring to an INTERNAL DEFECT on the microwave not caused by any type of external electrical surge. The microwave itself is defective whether the electrical is up to today's code or not. The company could have also reached out to me and offered to replace the microwave once the electrical was updated to code or a ground wire was run, but they would rather use a previous claim as justification to deny a second claim instead of sticking to their end of the contract. 
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under Complaint ID 11032772 by [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 sincerely apologize for the delay that Mr. [redacted] experienced due to the lack of contractor availability in his area.  HBRWC strives to provide fast, reliable service and anything less is unacceptable.  We will have this evaluated internally so we may locate more contractors who can work on Appliances in the Kyle area.  While we did make multiple attempts to locate a contractor other than Sears, Roebuck & Company who could offer service, we were not successful.  HBRWC did offer Mrs. [redacted] the option of locating her own service contractor as an alternative. This offer was made pursuant to section A-1 of the Agreement which states, “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.” In his response Mr. [redacted] advised that Sears was scheduled to go to the property on December 31, 2015. At that time the technician determined the control panel needed replacement.  The contractor was authorized for repairs and parts were ordered.  On January 12, 2015 the contractor returned to the home and completed repairs. We again apologize for any frustration that Mr. [redacted] may have experienced.  We would like to thank Mr. [redacted] for his feedback since we do take these concerns very seriously.  We look forward to serving any future warranty needs that he may have. Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here...

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [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 14,, 2016, [redacted] reported “on line” that the water is not coming on in his refrigerator. Independent service contractor, Sears was dispatched to the home and replaced a water tank, sensor temp and the plastic tube. Sears did not call in the diagnosis to tell us this was for the water dispenser. They made the repairs without HBRWC knowledge. [redacted] does not have coverage for ice maker or water dispenser. This is an option that must be purchase and was not purchased. This is clarified under the Terms & Conditions of the Agreement under Kitchen Appliances: “Supreme Protection (Optional for Buyer Only): • Kitchen Refrigerator: ice makers, ice crushers, beverage dispensers and their respective equipment.”   In addition when a claim is submitted “on line” this email is sent to the customer:  “Customer ([redacted]) accepted the following Terms and Conditions prior to filing claim: I have reviewed my warranty's terms and conditions for what is and what is not eligible for coverage. I understand that if a contractor is dispatched to my home on a claim that is determined not to be covered by the warranty, I will still be responsible for the service fee.”   We do apologize to [redacted] that the independent service contractor, Sears did not report this to us. We do depend on [redacted] to review his Agreement to determine if an appliance is eligible for coverage prior to submitting a claim. A representative contacted [redacted] and as a goodwill gesture, we have refunded [redacted]’s service fee. He accepts and he will call Sears to see if they will warranty their work since they did do repairs to the dispenser.   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

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 the inducer for his furnace is not working properly. The independent contractor, [redacted] was dispatched and reported the inducer motor is locked up. ** was authorized to replace the inducer motor. The information was sent to purchasing to order the part. Purchasing advised this is a factory order and will take 7-10 business days to receive the part. Due to the delay, Mr. [redacted] was given 2 options, to take a repair buyout or wait for the delay in the factory order part for repair. Mr. [redacted] accepted the delay and the inducer motor was ordered.
 
2-10 HBW would like to expedite every repair, but we have no control over backordered parts, factory orders or shipping of parts. This is the reason we offer a repair buyout. The replacement inducer motor was ordered in a timely manner. Again, we have no control over the delay while waiting for the part to arrive. We would note that pursuant to section B-10 of the Agreement, " 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.”
 
** has reported they installed the inducer motor on February 15. We will not be replacing the furnace. Home service Agreements are there to get your systems and appliances back to running condition and this is the promise we make.  It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my initial complaint and later responses, this is not satisfactory.
At risk of sounding ticky-tack, I think a few errors in 2-10's final rebuttal ought to be pointed out. First, though I was contacted on October 23rd by a 2-10 rep, [redacted] (a conversation mentioned in my earlier responses), she offered me not $1500 but $1600, and she said nothing about my needing to confirm my address and the spelling of my name in order for a check to be sent to me. (Actually it's rather odd that a company with whom we signed a contract claims not to have our names and address.) To date, other than via its Revdex.com responses, NO ONE from this company has contacted me to ask for confirmation on our address or names.
Secondly, in paragraph four, 2-10 states that no one from 2-10 "offered to order the equipment for the contractor." This is obviously untrue. See my initial complaint.
Thirdly, in the same paragraph, 2-10 states that "This boiler was not ordered at any discounted rate from the supplier." While this is literally true--the boiler was never ordered AT ALL--it is misleading. The company does indeed get its equipment at discounted rates, at least sometimes, according to the word of its own employee. 2-10 manager [redacted] stated on Oct. 23 that in lieu of cash the company could provide us with a new boiler, since 2-10 would be able to get one at a special rate of less than $1500.
Of course we expect the company to send us the $1500, so that we can pay the contractor who installed the boiler 2 months ago, but we do not consider that payment, by itself, to be a satisfactory resolution.