2-10 Home Buyers Warranty

This solution is unsatisfactory.  Paying multiple service fees to have the same part replaced within the same agreement period is unfair and should be refunded.  If the initial contractor put in a faulty part, regardless of the reason why it was faulty, the home owner should not share the cost to fix the mistake.
 
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
Mr. [redacted] is correct. He paid 2 service fees (one for each claim) when he should have paid only one. The reason this occurred is in May 2016, this is when the air conditioner claim was set up and a service fee is automatically due. This gas furnace claim was set up on November 14, 2016. At the time of the gas furnace dispatch, HBRWC had no way of knowing this was related to the May air conditioning claim and the contractor is instructed to collect the service fee. We do apologize to Mr. [redacted] for this. The second service fee has been reimbursed. The check will take approximately 10 business days. If Mr. [redacted] does not receive the check within this time, we ask he call our accounting department at ###-###-####
 
We would like to thank Mr. [redacted] for bringing this to our attention as we do take this matter seriously. This 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”) that became effective May 2, 2016 and applicable Air...

Conditioning claim that was reported June 7, 2016. Thank you for the opportunity to review and respond.   Our records indicate on May 26, 2016, [redacted] called inquiring about coverage on his air conditioner that he had repaired outside of the warranty and without out prior authorization. . The representative explained this is not eligible for reimbursement because repairs were made without prior authorization. If [redacted] would please refer to page 3 of the Agreement under Who pays what? “2-10 HBW will pay or reimburse you for covered costs that have been authorized. 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.” On page 3 of the Agreement under: How do I request service? A claim can be placed 24 hours a day, 7 days a week.   A copy of the invoice was received by [redacted] on June 7, 2016. The Description of work completed: Installed supply air sub-distributer. Connected SA ducts. Cleaned drain line with pressure and vacuum, replaced drain pan. Replaced Blower motor, wheel & capacitor. We do acknowledge that if the drain pan, blower motor, wheel & capacitor had failed due to normal wear and tear that they would have been eligible for coverage had [redacted] contacted HBRWC first. However, the Terms and Conditions or our Agreement are quite clear in stating that no payment is offered in situations where repairs are completed without our prior notification or approval.   According to AccuWeather, when [redacted] air conditioner failed, the temperatures were in the mid to upper 80’s. We do understand that when he feels the children are in harm’s way, he must do what he has to. As a onetime gesture of goodwill, HBWRC has offered [redacted] the amount of what HBRWC would have paid an in-network contractor for the eligible repairs less his service fee. A representative of this department had called him but there was a bad connection. A follow up email was then sent to him with our offer of reimbursement.   We value his business and look forward to hearing from him soon.     Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:
2-10 has no basis for continuing to deny the claim under the Terms and Conditions of our Service Agreement; the unit was in "good and safe working order" as defined by the Service Agreement, both prior to and AFTER the policy commenced. On the morning of September 24, 2017, after functioning normally on 8/30/17 and 9/21/17, 9/22/17 and 9/23/17, our hot water heater stopped working.  Our policy effective date is 9/21/17. The water heater broke AFTER the policy coverage commenced.The independent contractor, [redacted], was dispatched to service the hot water heater.  [redacted] reported that rust build up on INTERNAL components, shorted an INTERNAL safety fuse, which cause the unit to stop working.  2-10 erroneously stated in their response that [redacted] reported that the unit was leaking internally; [redacted], in a follow-up call with 2-10 and us, advised that he NEVER stated the unit was leaking--only that at some point there had been a leak, which he concluded based on rust build up. [redacted] recommended replacement because repair would not be feasible; again, [redacted] stated NO active leak, and internal rust caused the failure.To be clear, the unit was not leaking on 8/30/17 during our home inspection, nor was it leaking 9/21/17, 9/22/17, 9/23/17 thru when the contractor came, and also stated no active leaking.  Again, the unit has never been leaking at any point between 8/30/17 and present day (10/11/17).2-10 stated the claim was reviewed due to being called in 3 days after the agreement effective date.  Our policy has NO waiting period, nor any presumption of "not working condition" for units  for which claims are filed within the first 30 days of the policy.  Our policy is effective from the start date (9/21/17) for 12 months; for 2-10 to deny based on filing a claim within the first 30 days of our policy (on 9/24/17) when the policy coverage is effective 9/21/17 thru 9/20/18 has no basis in our Service Agreeement.2-10 stated it takes much longer than 3 days for rust to build up---we absolutely agree, and that's how we know the rust did not come from any active leak from 8/30/17-9/21/17, because rust could not have built up in that time.  However, "rust" on a water heater does not de facto render it "not good and safe working order" (later I point out how our agreement expressly covers loss due to rust on water heaters).  Accordingly, the INTERNAL rust that caused the short was built up at some point prior to the effective date of the agreement.However, our Service Agreement EXPRESSLY covers the scenario at hand (see attached):  "Coverage will apply to an EXISTING defect or mechanical failure provided the defect or mechanical failure could not have been detected by a VISUAL inspection and a SIMPLE mechanical test.  A covered item passes visual inspection if the item is intact and without damage or missing parts that make the item inoperable."In this case, the existing defect or mechanical failure is "rust build up on internal components, which caused a short of an internal safety fuse."  The Covered Item, the Hot Water Heater, passed a visual inspection because it was intact and without damage or missing parts that make the item inoperable; specifically, the internal rust on internal components COULD NOT have been detected by a visual inspection, further, the unit was not considered "damaged" based on the mere presence of rust, so it passed a visual inspection as provided in the Service Agreement.  Our Service Agreement Plumbing section EXPRESSLY provides coverage for "any loss [e.g., unit failure] arising from a mineral [e.g., rust] or chemical deposit [on a water heater]; accordingly, by 2-10's own standard, "rust" is not an indicator of damage, or else it wouldn't say that they cover water heaters that fail due to rust deposits.  Further, the Covered Item Hot Water Heater DID pass a SIMPLE mechanical test---our home inspection is proof of that because the unit function was tested for multiple operations at the home inspection on 8/30/17 (no operation produced leak or failure at that time), and the unit was again tested when it was used for its normal function on 9/21/17, 9/22/17, and 9/23/17.2-10 stated in their response that "There was enough evidence to determine the water heater was not in good working order at the beginning of the Service Agreement."  WHAT EVIDENCE?  All evidence--home inspection report, operation of the unit by me and my family--indicate the unit was in good and safe working order.  "Good and safe working order" is defined by our Service Agreement:  "A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated."On 8/30/17, at the home inspection, the unit functioned normally--it provided hot water; it functioned without irregularity, smoke or other adverse outcome when operated--there was no evidence of leaking or shutting off; the unit functioned normally to provide hot water on 8/30/17, 9/21/17, 9/22/17 and 9/23/17; the unit failed on 9/24/17, after the policy coverage had commenced.AFTER we had already been denied for "rust" we appealed to 2-10.  2-10 wanted us to pay for a second opinion; instead, we VOLUNTARILY submitted our home inspection report (attached) to 2-10 as proof of the FACT the unit was in good and safe working order on 8/30/17, prior to the coverage period (as 2-10 noted the rust could not have built up over a few days, so there was no leaking between 8/30/17 and 9/21/17 that would prevent coverage of this item).  2-10 points to the Home Inspection report section 5.K under Plumbing to support their erroneous position that the unit was not in good and safe working order.  5.k states "Water heater is old, with rust stains indicating leaks."  I don't see where it says "leaking" or "not working" etc.  -- The thorough home inspector reported his observation that there had been past leaks on the unit and the unit is old; however, neither observation leads to a conclusion that the unit was not in good and safe working order on 8/30/17.  In fact, it was, as evidenced by "functioning normally without irregularity, smoke or other adverse outcome"; we are using the definition of "Good and safe working order" provided in our agreement, 2-10 is not.2-10 said the home inspector "recommended replacement" and that this was disregarded.  Actually, we did not disregard that statement, but since the unit was in good and safe working order, we had no reason to take action on the water heater on 8/30/17.  Under the "Deferred Cost Items" section of the home inspection report on page 7, it states:"Deferred Cost ItemsItems that have reached or are reaching their normal life expectancy or show indications that they MAY require repair or replacement ANYTIME DURING THE NEXT FIVE (5) YEARS.  Budget to repair or replace.  Heat Pump that is 10+ years.Water Heater that is 10+ years.Windows may need additional repairs over time.Garbage disposal (not responsive"." As you will see, the inspector recommended replacement due to the AGE of the unit (i.e., REACHING the end of its life); at no point did he state he recommended replacement because he determined it wasn't in good and safe working order.  In fact, it was functioning normally, so why would we NEED to replace it/take action on 8/30/17 if it was in good and safe working order, i.e., functioning normally without irregularity, smoke, or other adverse consequences?  We wouldn't.  We did not need to replace it prior to purchasing the home, but yes, we were aware the unit could fail at some point in the next FIVE years (like some of our other appliances).  2-10's hold message states: 7/10 home buyers will experience an appliance failure within the first year.  Relax.  You're Covered."  Obviously 2-10 knows appliance can fail within the first year---2-10 did not require us to provide the age of our appliances prior to the policy start date, and the Service Agreement does not list "age" as a reason for not covering an item (policy actually provides for coverage due to normal wear and tear, so arguably, "age" is expressly COVERED . . .  Is 2-10 going to deny coverage for our Heat Pump?  We just had our HVAC tune up, and the contractor came out and said the Heat Pump is functioning normally, no issues, i.e. "in good and safe working order."  Since 2-10 was trying to impute intent to our home inspector's assessment, we contacted him to clarify what he meant when he told us "replacement recommended."  That letter is attached for your review (also sent to 2-10 multiple times).  Further, the home inspector clearly knew how to notate an item that was not in good working order, see above "Garbage Disposal (not responsive)"; we don't see a similar notation on the Water Heater (that looks more like the Heat Pump notation). We were advised the unit was in good and safe working order at the home inspection, and through our own observation and use of the hot water heater AFTER the policy had commenced.  If 2-10 believes something should have been disclosed by the Sellers, they are free to seek indemnification for the claim. However, per our Service Agreement with 2-10, our hot water heater was in good and safe working order on 8/30/17, and on and after the policy commenced 9/21/17.  The appliance failed within the first year due to internal rust build up that could not have been detected thru a visual inspection (done) or a simple mechanical test (done).  The policy covers items that fail due to normal wear and tear (i.e., age), and it covers Hot Water Heaters that fail due to a mineral deposit like "Rust."  Presence of rust is not inherent proof the unit was not in good and  safe working order (we know this because the Service Agreement covers water heaters that fail due to mineral deposit like rust building up on the unit, i.e., normal wear and tear, so long as there is no ACTIVE leaking, which there wasn't here--not on 8/30/17 nor on 9/21/17 nor any time after that to present. Accordingly, the hot water heater is COVERED under the terms and conditions of our Service Agreement. Therefore, 2-10's basis for denial---that the unit was not in good safe working order at the time of the policy coverage start date-- is plainly in error, in bad faith, and in breach of our contract when using the definitions in 2-10s own Terms and Conditions of our Service Agreement.  2-10 is a sophisticated company, in the business of home warranties.  If 2-10 wished to include a waiting period or a presumption clause in our Service Agreement they should have done so; they cannot unilaterally modify our Service Agreement after the fact to support denial of our claim.  I urge 2-10 to point to where in our Service Agreement it states items that fail within the first 30 days are a) not covered and/or b) presumed not to have been in good and safe working order.  To save 2-10 time, neither provision is there.  What is in the Service Agreement is a CLEAR definition of "good and safe working order," and our Hot Water Heater clearly falls within that definition. 
Sincerely,
[redacted]

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.
 
We have agreed to send one more contractor out. [redacted] has been updated with the contractor information. This is an intermittent issue that has gotten worse and hopefully this contractor will be able to determine the exact cause and correct it.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate [redacted] did follow all of the procedures. On June 21, 2017 the invoice was reviewed in claims management for approval. The representative that received the invoice, inadvertently missed a step in the authorization process and the invoice was not paid out. A representative from this department confirmed this, and has authorized to have the full amount of $156.29 reimbursed to [redacted] with the service fee waived. It will take approximately 10 to 14 business days to receive the check. We have sent this mistake and [redacted]’s other customer service concerns to our coaching and development team, so the representatives can learn from this. We do apologize to [redacted] for this.
 
In [redacted]’s desired settlement, he is requesting a refund of the full amount of the moneys he paid for their initial Agreement and for what he has paid to renew the present Agreement. [redacted]’s last Agreement expired on February 16, 2017 and we would not be able to reimburse any amount. In regards to [redacted]’s refund for his present/active Agreement, we would be disappointed to see [redacted] cancel his Agreement. If [redacted] is still considering cancelling with HBRWC, he may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of his Agreement, which states:  “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges…” We regret that we could not be of further assistance in this regard.
 
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 11427069 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that became effective October 1, 2015 and applicable...

Refrigerator claim that was placed October 20, 2015. 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 October 20, 2015, [redacted] reported his refrigerator was leaking. Independent service contractor, Nebraska Home Appliance was dispatched to the home and reported the drain line for the evaporator coil has been leaking to the back of the refrigerator. The line has been leaking to the point it has created multiple holes within the back of the refrigerator due to the water damage. It was determined the leaking line had predated the warranty effective date of October 1, 2015. If [redacted] would please reference the Terms & Conditions of the Agreement, “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.” To answer [redacted] question, if the leak in the line would have occurred/started during the Agreement period and not prior to the Agreement period, the line would have been eligible for coverage. However, it was evident the leak started prior to the Agreement going into effect. We do empathize with the out of pocket cost [redacted] has incurred purchasing a new refrigerator. We regret we will not be offering any compensation toward his new refrigerator. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.  We thank him for bringing his concerns to our attention as we do take these matters seriously. We look forward to serving his future warranty needs Sincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case 75271880 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 that Mr. [redacted] may have experienced during the claims handling process. Our records indicate that Mr. [redacted] initially placed him claim on November 16, 2015. The claim was dispatched to the independent service contractor Ellis Appliance Repair for service. Ellis Appliance reported on November 17 that the control board had shorted out. They were authorized for repairs and the part was ordered.
On December 8, 2015 Ellis Appliance repair contacted HBRWC stating that after the control board was replaced the unit was still not operational. On December 15, 2015 the contractor Double D Service reported that the control board Ellis Appliance installed was defective and that the fan had also seized. HBRWC determined the unit would be repaired pursuant to section B-1 of the Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
As an alternative, Mr. [redacted] was offered a repair buyout of $373.33 for the cost of the parts and labor associated with the repair. This offer was made per the terms and conditions of the Agreement section A-2a: "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)."
Mr. [redacted] elected to proceed with repairs through Double D Service. On December 23, 2015 the contractor verified that the parts had been replaced and the refrigerator was operational.
We again would like to apologize for the inconvenience that Mr. [redacted] experienced due to the length of time between the failure and the repairs. HBRWC strives to provide fast, reliable service and we will have this delay investigated internally to determine who such delays may be prevented in the future. We would like to thank Mr. [redacted] for bringing this to our attention as we do take these matters very seriously.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
  Update: [redacted] technician came over on Friday morning to check on my dishwasher.  Turned out my dishwasher IS operating normally, it's the confusion of how to operate it caused the problem.   This dishwasher is very different from the one I have in my other residency.  This one does not have a Power button, and no cycle indicator screen.  When I pressed the Start button, it didn’t seem doing anything except that the light on “Normal” wash cycle turned green.  So I pressed the Start button again, and this time I can hear the sound of water running inside, that made me thinking the first time pressing the button just selected the cycle and press again would actually run it.  I didn’t realize that for this dishwasher, it took a few minutes to actually start to hear the water running inside, by pressing the button twice, I actually canceled the cycle and the noise I heard was just the dishwasher going through the water draining process and then it stops.  I wish the technician from the previous company would have taken time to explain all this to me, then all this trouble could have been avoided. Anyway, I applaud 2-10 Home Warranty for taking time to review my complaint and acted quickly to address my problem.   And I am very impressed with the professional conduct by [redacted] technicians, I really wished they were sent to service my dishwasher from the beginning. I am very satisfied with the end result.

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 May 2, 2017, [redacted], the property manager made claim for her main air conditioner in the basement. . At the time of the requested service, all of our network contractors were booked and would not be able to service in a timely manner. The representative offered [redacted] to locate his own out-of-network service contactor. We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade in a timely manner. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is explained in the Agreement under the Terms & Conditions, C-3 "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 and call us for prior authorization to perform service."
 
A representative called [redacted] to check status. [redacted] advised that a contractor was found, [redacted] who was out to diagnose. The technician told him the unit needed to be replaced. Since then, [redacted] had tried numerous times to get a hold of [redacted] but they were non responsive. [redacted] is also a network contractor and a dispatch was sent to them. The representative contacted [redacted], they advised they thought they had already called in the diagnosis; they were informed they had not. The representative was assured the technician would call the diagnostics in. On June 13, this claim was forward to the escalations division to resolve. The representative assigned to the case called [redacted] and received her voice mail and left a message that we are working to resolve her claim. She then made contact with [redacted] and found this is a thru-the-wall heat pump package unit. It was decided to replace the package unit and the unit was ordered. There were some high non covered charges that [redacted] had given the representative. At the time, the office personnel could not justify the costs. She was to get back with us. The representative reports she received a voice message from [redacted] advising she had her own contractor out and she preferred taking a cash buyout in lieu of the replacement. The representative called [redacted] back to confirm the buyout amount. As a gesture of goodwill, there was some compensation provided to [redacted] due to the delay of the claim. We do hope [redacted] understands when there is a heat wave in an area, the independent contractor’s experience an unusually high volume of calls and do not always respond in the time allotted. As explained in the Terms & Conditions; E-9 “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.”
 
We apologize to [redacted] for the experience she had concerning returned phone calls. If a representative promises a return phone call, we expect the representative or supervisor would keep their word. We would like to thank her for bringing this concern to our attention as we do take these matters seriously. This enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome 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. In addition, I would like to clarify to the 2-10 home buyers following things. I have not yet received the check from first event. A representative from 2-10 home buyers warranty has called me, but I have not yet been able to return the call. I will call them today and speak to this matter.  I thank Revdex.com in addressing this matter and getting proper resolution. 
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] Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for...

the opportunity to review and respond.   Our records indicate on June 1, 2016, [redacted] reported several different issues, a pipe leaking, a kitchen faucet issue, a continuous drip in the bathroom, leaking toilet tank, a shower arm broken in 2 pieces and his sprinkler system valves. The Independent contractor [redacted] Plumbing was to make the repairs. The contractor reported he completed the repairs to the toilet tank and replaced 2 ball valves, one inside the home and one outside. On minor plumbing claims, the contractor bills out online after the work is complete. HBRWC was under the impression the work was complete. A call was placed to [redacted]. He explained the only repair was to the toilet. The contractor did no other work even though he reported this to us. HBRWC has agreed to [redacted] desired settlement. The contractor has been sent to our contractor relations department to investigate and address them.   HBRWC also apologizes to [redacted] for the experience he has had concerning his time getting through to the customer service department and no return phone call. When there is a heat wave, this can create higher than normal wait time in the call center. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers.   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 rebuttal submitted by Ms. [redacted].  Thank you for the opportunity to review further.
 
We would refer Ms. [redacted] to our previous response in which we indicated the Agreement has expired. We do empathize with Ms. [redacted]’s situation. The network service contractors that 2-10 HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies in order to service eligible claims, but we are each separate operating companies. If Ms. [redacted] feels the independent contractor was negligent in not discovering a faulty coil after the install of the air handler, her dispute is with the independent contractor and not 2-10 HBW.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision.
 
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 May 3, 2017, [redacted] reported her air conditioner is not cooling. The independent contractor, [redacted] was dispatched to the property, reported this is a package unit, found the unit low on refrigerant and added stop leak. [redacted] was sent a recall visit and found the capacitor had blown and replaced it. On June 2, 2017, [redacted] called in and advised she had her own contractor out. Her contractor reported the ac was overcharged with 5 pounds of refrigerant, dye was in the system and some other foreign substance; recommend replacement. It was decided to dispatch another opinion and the independent contractor, HVAC Repairs reported there was no mechanical failure. On June 21, 2017, [redacted] reported her air conditioner continues to flip the breaker and short cycles and believes this is the direct result of the first contractor [redacted]. [redacted] was dispatched to the home as they would be liable if they did something incorrectly. This gives them the opportunity to warranty their work.
 
[redacted] reported the stop leak did not work, there are leaks in the evaporator coil. This information was sent to our parts research department to locate the coil. The evaporator coil is located inside the package unit. This evaporator coil is an Original Equipment Manufacturer (OEM) part.  This means that the identical evaporator coil has to be ordered for [redacted]’s package unit, as a universal evaporator coil would not be compatible. The supply research team found through the serial number that the package unit was manufactured in March of 2012. The coil was ordered and [redacted] has reported online, the coil has been installed.
 
HBRWC will not replace an entire system when only one component needs to be replaced. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible. This type of repair is customary and reliable, and we will guarantee the work for the full term of the Agreement. The decision was made to move forward with the repairs. This process is also specified in the Agreement under the Terms & Conditions, section B-1 which states; “We solely determine whether covered systems or appliances and their components will be repaired or replaced.”
 
We apologize in advance to [redacted], if any of our customer service representatives raised their voice and refused to help her.  This matter is being investigated internally. We value her business and we look forward to serving her future warranty needs.
 
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.
Sincerely,
[redacted]
 While the situation got much worse with the Company agreeing to fix the problem 3 times after I wrote you, and then in the end when I asked for a supervisor, they then said the Plumber info meant it was not covered.I am tired of fighting them, though I ended up paying to have the job done for 68.00 plus 50 house call, I will accept my 60 dollars when sent.  However, I will not hesitate to respond again if this company continues these tactics.

Complaint: 11405312
I am rejecting this response because:The very premise of a home buyers warranty is to provide peace of mind for the exact situation mentioned. To offer warranties effective on the day of closing on a new property, and then to reject a claim citing a pre-existing condition is  contradictory. The home was built in the 1980’s, none of the appliances or any of the features of the home are brand new as of the day of closing and thus any and all wear and tear which could lead to a failure will be pre-existing to the effective date of the warranty (which again is active from day 1 that I officially take over ownership)! But this is the very reason I purchased a home warranty, to cover the unknowns of a new property! This is the very situation that 2-10 had the opportunity to make good on their promise of peace of mind. For this reason and for the previous issue with HVAC on the home I am selling, this company has lost all credibility with no chance of repairing the customer-provider relationship, and the only fix for this is to sever ties with this business. Additionally, as a full-time working professional with children, it is impractical to be without a washing machine for a week or more while waiting for the back-and-forth between a third party and a contractor. In the case of a washing machine, this claim should be handled expeditiously especially if the customer expressly requests it. There should be categories of urgency for the different claims that come through. I am much more inclined to work with a local appliance service directly to resolve the issue that requires prompt attention. In these cases, the home buyers warranty business model does not seem to work for the customer.Lastly, a representative had already approved the repair. Only after calling back to follow up did another representative over turn the original decision citing that the "previous employee was new and should not have done that". All of this causing more time to elapse and further hurting the credibility of the company. I never turned over the general inspection report to 2-10 Home Warranty so I am not sure what they are talking about, and I never confirmed anything as stated in the response from 2-10.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/11) */
The Office of the President at [redacted] ([redacted]") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms. [redacted] Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We thank Ms.[redacted] for providing us with her feedback. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We will conduct and internal review regarding her complaints with the customer service that she received.
Our records indicate that on [redacted] 29, 2015 Ms.[redacted] contacted [redacted] to state that there were multiple Plumbing leaks. Ms.[redacted] requested to use her own service provider outside of [redacted]'s network of preferred service vendors. That day, [redacted] was contacted by [redacted] with a report on the failures present.
The first reported failures were to a toilet tank that was leaking due to failures to the control valve, ballcock, flapper, handle, and cut off valve. The contractor had already made repairs to the toilet prior to contacting our company. As such, we regret this item is not eligible pursuant to the 'Who Pays What?' section of Ms. [redacted] Agreement when it states, "[redacted] will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid."
The contractor also cleared a drain line with a snaking machine prior to contacting [redacted]. This claim was denied for the same reason, as [redacted] did not give prior authorization for that service.
The contractor also stated that the dishwasher discharge drain line had not been installed correctly, and would need to either be re-run or had tubing added to raise the line to a higher level. Correcting this failure due to improper installation is not eligible per section B-11 of Ms. [redacted] Agreement which states, "Costs to repair failures due to inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner's expense. Correction of improper installations or correction of mismatched equipment will be at homeowner's expense."
Finally, the contractor reported that there was a leak occurring under the kitchen sink and that the basket strainer and some piping would need to be replaced. This failure is eligible as the repairs had not been completed yet and Plumbing leaks are listed as eligible in the appropriate trade section. Mr. [redacted] contractor quoted $75 in parts and labor to repair this leak. [redacted] agreed to reimburse Ms.[redacted] for this amount. In order for the check to be processed, we request that Ms.[redacted] email a copy of her invoice to [redacted].
We do apologize for any frustration that Ms.[redacted] may have experienced. With this said, we regret that we are not able to reimburse the full $300 that she is requesting, as the only item eligible for coverage was the leak below the kitchen sink. We thank Ms.[redacted] for bringing this to our attention, and await her repair invoice so we may reimburse the $75 for eligible repairs.
Sincerely,
[redacted]
Office of the President
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never told I was receiving any refund or reimbursement due to the $75 call fee! I want a straight answer before I go through even more trouble to get the invoice to them. Was their representative incorrect by telling me I receive nothing or are they rescinding that decision and giving me $75? The rep was extremely smart mouthed and rude and took pleasure in telling me I was to receive nothing for the trouble as well as the plumber wasting an hour on the phone with him. They can email or call me direct. They have my info.
Final Business Response /* (4000, 9, 2015/07/11) */
The Office of the President at [redacted] ([redacted]") is in receipt of the rebuttal submitted by [redacted]. Thank you for the opportunity to review this matter.
The customer service representative that [redacted] spoke with on [redacted] 29, 2015 was correct in stating that any repairs made without the prior approval of [redacted] are not eligible for coverage. With this said, it was the intention of the Office of the President at [redacted] to offer this amount as gesture of goodwill, since she stated she received poor customer service. This reimbursement has been authorized under claim number XXXXXXX; [redacted] will finish processing the request upon receipt of the invoice.
In order to process the reimbursement check, we would reiterate must receive an invoice verifying the repairs were completed by the service contractor. This may be emailed to [redacted] or faxed to [redacted]. We apologize for this inconvenience.
We appreciate [redacted] bringing this to our attention and await her invoice so we may move forward with processing the reimbursement.
Sincerely,
[redacted]
Office of the President
[redacted]
Final Consumer Response /* (2000, 11, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their goodwill gesture shows me they did indeed listen to my concerns and wish to provide better service to clients. I hope the employee is retrained on tact and professional behavior for future calls. I will fax the invoice and await the reimbursement as agreed upon in their rebuttal.

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

respond.
 
Our records indicate on June 14, 2016, [redacted] reported online her air conditioner is not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and reported online “unit was undercharged. Performed leak check. Installed Stop Leak and added 3 lbs. of R-22”. On July 1, 2016, [redacted] called in and stated the issues has resurfaced and a recall was sent to [redacted]s to revisit the home. On July 5, 2016, [redacted]s reported online the evaporator coil is leaking and the coil needs to be replaced. He was authorized to do the repair and reported $350 in out of pocket costs due to [redacted]. [redacted] accepted the charges. HBRWC was not able to find an exact match coil, due to the difference in dimensions, [redacted]s quoted an additional $350 modifications that would need to be done. Modifications are an out of pocket cost to the customer. When the revised amount of the charges was presented to [redacted], it was reviewed further and HBRWC decided to pick up the additional $350 to be paid to [redacted]s. [redacted]s reported the work was complete on July 12, 2016. A second opinion was dispatched to diagnose the drain lines and reported that it was just the drain line clogged.
 
Concerning the property damage. We regret that we will not be offering any compensation for the consequential water damage. If she would please refer to her Agreement, Section B-5 which states, “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” This is one of the reason we make sure all of the independent contractors we “contract with on pricing” are licensed and insured. Since [redacted] feels that the independent service contractor, [redacted]s workmanship caused the consequential property damages, her dispute for reimbursement is with them and not HBRWC.
 
[redacted] is incorrect, we do not have an insurable interest in [redacted]’s residence and we would not be able to file a claim against [redacted]s Insurance for [redacted]. In her complaint, I see she does not mention that she had her home insurance contact [redacted]s insurance directly to file in her behalf. She may want to check into that.
 
We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. We appreciate [redacted] for bringing this to our attention as we do take these matters seriously.
 
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/31) */
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 ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We apologize for any frustration of inconvenience that Ms. [redacted] may have experienced during the [redacted] handling process. HBRWC strives to provide fast, professional service and anything less is unacceptable. We will have Ms. [redacted]'s concerns reviewed further internally.
We regret we will not be offering to reimburse the cost of her Agreement or the service fees that she paid for the claims placed. Page three of Ms. [redacted]'s Agreement explains that a service fee is due for each service request that is placed. Similarly, section F-4 of her Agreement states, "If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charges and a $25 processing fee." If Ms. [redacted] wishes to cancel her Agreement she may email [redacted]@2-10.com and provide written confirmation of that request.
HBRWC received the invoice for the air conditioning repairs on October 12, 2015. The $165 check that Ms. [redacted] references was authorized issued on October 15, 2015 and sent via priority mail. She should have received this check by this time. HBRWC initially requested this invoice on June 26, 2015, but regret it was not received until the 21st of September, at which point it was reviewed with HBRWC's 30 day time period. We appreciate her patience with this matter.
We disagree with Ms. [redacted]'s statement that her Plumbing claim was not treated as an emergency. This claim was set as an emergency and HBRWC attempted to locate a contractor who could service over the weekend. We would note that Ms. [redacted]'s Agreement does not guarantee that HBRWC can offer same day service but does state on page three that, "In cases of emergency, we will expedite service and attempt to initiate service within 24 hours."
We also apologize for the delay that occurred with Ms. [redacted]'s refrigerator. Our records indicate that the independent service contractor reported that the fan motor required replacement. This part was ordered and received by the service contractor, but there was a delay after the contractor did not contact Ms. [redacted] to schedule a repair time. We will address this with the contractor and evaluate their relationship with HBRWC in the future.
Again we apologize for the inconvenience that Ms. [redacted] experienced. We appreciate her bringing these concerns to our attention and we will be reviewing this further due to the difficulty that she experienced.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After countless hours of online research after hours of conversation and being on hold with 2-10 Home Buyers Warranty, my complaint is the same as so many others in that NO resolution occurs, there is NO sense of urgency, and there is NO ONE to respond to issues with customers. This is an ONGOING problem with this company. In addition, their dates and timelines are completely inaccurate. My original request for the HVAC reimbursement was on 7/31/15 and they magically never receive it. I refaxed over on 9/18/15 and was told on 3 separate occasions that it was being REVIEWED. (Fax documentation attached) The fact 2-10 says it was received on 10/12 and a check went out immediately on 10/15 for $165 is a straight lie. If they were this proactive with all claims and conversations I had with them, none of this would have been an issue. As far as the plumbing issue, even though it was "noted" as an emergency, they provided no resolution to get anyone to my house. What is the point of noting an issue as an emergency if the problem is not going to be dealt with, especially concerning a plumbing leak when someone has a HOME OWNERS WARRANTY? Lastly, the statement reading "We will address this with the contractor and evaluate their relationship with HBRWC in the future." does not help me at all as the customer. After almost 5 weeks of unanswered calls and the run around, when the contractor came to finally fix my refrigerator, he actually left the box with the PRIORITY overnight ship date of 9/18/15 which means he had the parts on hand since the morning of 9/19/15. They finally came to my house 10/7/15 to fix my refrigerator and install the parts they had for OVER 2-1/2 weeks. These are the facts with documentation to support my claims attached. I will drop my request to $500 reimbursement to close out this issue and part ways with 2-10 Home Buyers Warranty. Businesses should not be able to give false information, not provide the services clients pay for and be able to get away with this pathetic way of doing business. Totally unacceptable.
Final Consumer Response /* (4200, 11, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is true that I received a reimbursement check back for the $165 from the July claim only after I filed the complaint with Revdex.com and for a problem that 2-10 could not fix after 3 service calls, none of the other issues have been addressed. While they claim they have a reimbursement that is pro-rated, you can see from my attached documentation that I have requested this and was given a response that NOTHING would be refunded or pro-rated even though I have 5 months remaining in my agreement. That makes no sense to me and totally goes against what their policy states. Supposedly, the email was forwarded on to the Office of the President and will take another 30 days to review but my guess is that I will not get a response because that is typical protocol for 2-10. I am still amazed this company can stay in business while treating customers the way they do and the numerous complaints filed. I believe it is the real estate brokers that are adding in the "Home Buyers Warranty" to assure new buyers that they have some sort of coverage when purchasing a new home (or an older home that has been remodeled in my case). The problem is when it comes time for a claim, 2-10 Home Buyers Warranty Company has a minimal amount of coverage and then gives buyers the run around. I have spent countless hours with phone calls and emails and at this point, I am looking for half of my contract reimbursement and I will go away. That is what I am requesting.
Final Business Response /* (4000, 13, 2015/12/09) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. Thank you for the opportunity to review further.
After further review, HBRWC has verified with our Accounting department that there is no remaining pro rata balance remaining for Ms. [redacted]'s Limited Home Service Agreement. To date, HBRWC has paid a total of $865 over five claims placed. This $865 is higher than the cost paid for the Agreement ($479), and thus there is not a balance remaining to refund. We apologize we are not able to be of further assistance with this matter.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on June 2, 2017, [redacted] contacted HBRWC and his buyout check was processed. It will take approximately 10 to 14 business days to receive the check.
 
We do apologize for any inconvenience or frustration for the hold times [redacted] had experienced.
We want to thank [redacted] for bringing his concerns to our attention so that we may further investigate these matters. This enables us to make corrections and continue to improve our service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable air conditioner 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 May 26, 2016, [redacted] reported the air conditioner was not blowing cold air. Independent service contractor, Baptist Heating & Air was dispatched to the home and found the compressor was shorted to ground and the outdoor condensing coil was leaking. There were no leaks found on the indoor evaporator coil. Under the Terms & Conditions; “We provide service for covered systems and/or appliances: 2. which do not operate correctly due to normal wear and tear;” Therefore the evaporator coil was not eligible for coverage. The contractor recommended replacing the outdoor condensing unit. Unfortunately, 13 seer equipment is being phased out and being replaced with R410a 14 seer condensing units. There are very few 13 seer condensing units remaining. We were no longer able to get one in the customer’s area. Our only option was to upgrade the [redacted] condensing unit to an R410a 14 seers. The evaporator coil is not compatible with the 14 seer condensing unit and it was explained the cost to replace the evaporator coil would be out of pocket for the [redacted]. The [redacted] disagreed and believed the evaporator coil should be eligible as they stated. We are understanding of the [redacted] situation. As a resolution and not an admission of liability, HBRWC felt it appropriate to pick up the cost of the coil. A representative of this department called and spoke to [redacted] and he agreed to this.   We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties.  We again thank the [redacted] for bringing these matters to our attention as we do take them very seriously. We value their business and look forward to servicing their future warranty needs.     Sincerely, Office of the President Home Buyers Resale Warranty Corporation