2-10 Home Buyers Warranty

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

Complaint: [redacted]
I am rejecting this response because: If 2- 10 Home Warranty had sent me a dependable contractor as I informed them about the urgency of the sump pump problem my basement wouldn't have flooded and cost me $2365. Since I kept calling and nothing was done and after the basement was flooded and I informed them yet I was told to wait till n ft business day. I called and told me that the contractor 2-10 sent to me will not be able to come and 2- 10 didn't care so I took matters into my own hands and called for a plumber myself and got the work done. Due to property damages which I am not asking them to pay other than restoring my basement and getting raid of my water so that my basement doesn't get molded. 2- 10 had to be held accountable. If I have paid you for services you need to render the service which in my case, was not done. 
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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”). Thank you for the opportunity to review and respond.
 
Our...

records indicate Mr. [redacted] Agreement went into effect August 7, 2016. On September 10, 2016, he requested a hard copy of the Agreement. Our records show it was mailed on September 12, 2016. We do apologize he had not received it. His cancelation request for the Agreement was received by our accounting department on October 17, 2016 and under review due to it is over the 30 day guarantee refund period. Mr. [redacted] will receive his full refund of the Agreement. We request he wait approximately 10 business days to receive the check. If he does not receive the check in that time, we request he please call the accounting department at ###-###-####. HBRWC would like to apologize for any inconvenience Mr. [redacted] has experienced. 
 
 
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”) that became effective August 14, 2016 and applicable...

refrigerator claim that was placed June 1, 2016. Thank you for the opportunity to review and respond.   Our records indicate on April 22, 2016, [redacted] reported the water dispenser does not work. Independent service contractor, [redacted] was sent the dispatched. [redacted] reported they were a no show. Another independent service contractor was dispatched to the home and reported the dispenser side is out because it needs h20 valve replaced. The contactor was authorized to replace the valve. She is requesting compensation for her loss. If [redacted] would please reference her agreement under the Terms & Conditions, B-5 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” [redacted] has decided to cancel her Agreement with HBRWC. The Agreement would be canceled as stated in section F of his Agreement, which states: “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s).”   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. We respectfully request the Revdex.com consider this matter closed as her warranty is now canceled.     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: [redacted]
I am rejecting this response because:  I have yet to receive the Payout for the HVAC system, and am still in the process of working with 2-10 on the vent hood issue.  I will accept 2-10's response when all work is complete.  At this point, I must email pictures of the hood assembly to 2-10, which will be done as soon as possible.
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.   I received the check per the agreement with 2-10 and appreciate the Revdex.coms quick follow-up and closure.
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 26, 2016, [redacted] reported his air conditioner was not blowing cold air. He also stated he unit is on the roof and the contractor would need a 40ft ladder. The contractors that were available did not service roof units. Mr. [redacted] was offered to locate his own contractor. There are guidelines that must be followed when an out of network contractor is used. Mr. [redacted] has requested to cancel his warranty instead.
 
HBRWC would like to apologize for any inconvenience Mr. [redacted] may have experienced.
We respectfully request the Revdex.com consider this matter closed as his warranty is now canceled.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

respond.
 
There are instances where an independent contractor will be non-responsive, walk of the job or will drop a claim. Issues like this are out of our control. Per the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” This means 2-10 HBW is not responsible for an independent contractors actions. However, we will promptly do everything possible to expedite the repair. The contractor has been sent to our contractor relations department due to their unprofessionalism.
 
The option of using a contractor out of our network was presented to [redacted]’ as 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.
 
As [redacted] is aware, fortunately, our dispatch department was able to locate a network contractor that could service in a timely manner. The contractor has been approved to replace the outdoor condensing unit and the unit has been ordered “will call” so the contractor can pick up locally.
 
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

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]’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

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 20, 2017, [redacted] reported his air conditioner, is not cooling, the independent contractor, [redacted] [redacted] [redacted] was dispatched and reported there is a hole on the outdoor condensing unit. We acknowledge the representative that took the diagnostics unintentionally did not submit the information to our parts research department to determine if we should replace the coil or the condensing unit. This error was caught on October 2, 2017, when [redacted] called in for an update. Parts research determined it would be best to replace the condensing unit and an R410a 14 seer condensing unit was ordered on October 9, 2017 to be shipped to the contractors shop.
 
We do acknowledge that the delay was caused by a mistake made by a representative and we do apologize for this. We regret we are unable to compensate [redacted] for the delay as stated in the Terms & Conditions; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
 
Sincerely,
[redacted]
[redacted]

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

respond.
 
Our records indicate on September 4, 2016, Mr. [redacted] reported his refrigerator was not cooling. Independent contractor scheduled appointment September 9, 2016. The contractor ordered the control board with an eta of September 16, 2016. Mr. [redacted] called in on this date and was advised the contractor should have gotten the board. On September 19, 2016, the contractor reported online that they have a 2nd appointment for install for September 20, 2016. On September 26, 2016, Mr. [redacted] called in upset about the length of time it’s taken to get the fridge repaired. He states he purchased a new refrigerator. He also voiced his concerns about their Revdex.com rating. The contractor was sent to our contractor relations department to address. Their Revdex.com rating is a B+. The contractor also reported that they installed the control board and the refrigerator was working fine. They were unaware of any issues with Mr. [redacted]. As a goodwill gesture. HBRWC has reimburse Mr. [redacted]’s service fee due to the dissatisfaction he has reported with the contactor. It will take approximately 10 days to receive the check. We regret, we will not be offering any compensation toward Mr. [redacted]’s new refrigerator.
 
HBRWC would like to apologize for any inconvenience Mr. [redacted] has experienced due to the delay of this claim.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [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

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 June 7, 2017, Ms. [redacted] reported above the bathroom leaking downstairs into the kitchen. The independent contractor, [redacted] Plumbing was dispatched and reported the leak was coming from the shower drain as it was loose. The technician resealed it. It was not until January 2, 2018 when we were notified by Ms. [redacted] advising the technician had told her he sealed the drain and it should stop the leak but the leak had not stopped. [redacted] Plumbing was sent back to the home to evaluate the drain further. [redacted] Plumbing reported a stoppage that needed to be cleared. There was a service fee due because [redacted] Plumbing reported a different issue. A loose drain line is a different issue than a clogged plumbing line. As stated in the Agreement under “What is the 2-10 HBW Service Guarantee? You will not be charged a new service fee if the same part that was serviced by 2-10 HBW fails again within the term of the Service Agreement.” This means we cannot promise a service fee would be due or not until we know if it is or isn’t the same issue. As a gesture of goodwill, 2-10 HBW has reimbursed Ms. [redacted] a service fee of $100. It will take approximately 10 to 14 business days to receive the check.
 
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.   Our records indicate on June 7, 2016, [redacted] reported the air conditioning fan blows but the evaporator is not kicking on. Independent service contractor, USA Services Company (“USA”) was sent the dispatch. The soonest they could service was June 9, 2016. USA reported “on line” that the control board would need replacement and they placed the order with an eta of June 15, 2016. Referencing the Terms & Agreement B-9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties. However, USA did not make it back out to the home until June 20, 2016 to install the control board. On June 21, 2016. [redacted] states the technician just left after replacing the control board even though this did not fix the issue. A call was placed to USA and they requested a recall work order sent to them (this would delay the claim further). This was not satisfactory and the contractor was sent to our contractor relations department to investigate and address them. A dispatch was sent to a different contractor but due to the high temps in the area, the contractor would not be able to service for 2 or 3 more days.   A representative of this department made contact with [redacted], he was able to get his air conditioner repaired within a very short period of time using an out of network contractor.   On 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.”   We are understanding of [redacted]’s situation and have agreed to reimburse him the cost he paid outside the warranty to fix his air conditioner. [redacted] has been notified of this. This matter has been resolved satisfactory with both parties.   HBRWC apologizes to [redacted] for any negative 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”) that became effective May 18, 2015 and expired on May 17, 2016....

Thank you for the opportunity to review and respond.   We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced. Our records indicate on June 13, 2015, the welcome kit that includes the Agreement was mailed to [redacted]. The welcome kit was not returned to HBRWC. On May 11, 2016, John Kleemen requested reimbursement on an air conditioning claim that he had repaired outside of the warranty and to cancel his warranty. He was advised that claims placed after the work was done was not eligible for coverage per the Agreement on page 3, under Who Pays what? “A service request must be received by us during the Service Agreement period. 2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid.”   In addition on cancelling an Agreement. In the Terms & Conditions F. CANCELLATION OR TERMINATION “If this 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.”   Since [redacted] never received the Agreement with the welcome kit and since there were no funds paid out throughout the warranty period, there was a business decision to reimburse the full year premium.   HBRWC would again like to apologize for any inconvenience [redacted] may have experienced   Sincerely Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case 11183062 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on February 12, 2016, [redacted] reported his pool was not reaching the desired temperature. Independent service contractor Aqua-Brite was dispatched to the home to evaluate the pool further. On February 22, 2016, Aqua-Brite reported the pool heat pump, fan and motor are not turning on and when the compressor is activated it blows the circuit breaker. The technician recommended replacing the heat pump. [redacted] was informed that heat pumps are specifically excluded from coverage under his pool coverage and we will not be moving forward with the repair/replacement of the heat pump. This is located on page 6 of the Agreement under Swimming Pool/Spa Equipment, EXCLUDED: “• Cleaning equipment including pop-up heads, turbo valves, creepy crawlers and the like, skimmers, lights, jets, liners, concrete-encased, underground electrical, plumbing or gas lines, cleaning equipment, structural defects, solar equipment, chlorinators, sanitizing system, booster pumps for water features and energy management systems. Water chemistry control equipment and materials, disposable filtration media, heat pump, valve actuator motor, remote control panels switches and booster pumps for water features. All pool/spa equipment for a saltwater swimming pool or spa, unless option purchased.” HBW VI acknowledges [redacted]’s statement that nowhere on our website that heat pump’s shows it as not covered. He also states that he did not receive the Agreement. This is the same agreement that he had purchased last term. HBW VI has many different Agreements on the market. We could not possibly list everything for every Agreement on our website. The website is simply a sample of some items that are and are not eligible for coverage under a standard Agreement. Concerning [redacted]’s request for HBW VI to inform anyone purchasing our product that not all internal items of items that are covered will be covered. If he would please refer to the first paragraph of the Terms & Conditions “ADDITIONAL TERMS OF COVERAGE: To keep the cost of this Home Warranty Service Agreement (Agreement) affordable, we cannot cover everything. Cost limits for coverage are identified in the trade section under the title “DOLLAR LIMITS”. Our team is available 24/7 to answer questions and explain terms of coverage at 2-10.com/warranty or 800.775.4736.” In addition under the Terms & Conditions, 4. “are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;”. A representative of this department has spoken to [redacted] and offered as a gesture of goodwill and not by admission of liability to reimburse his service fee that he paid Aqua-Brite. In addition, since he is not satisfied with the pool coverage portion of the Agreement. The representative offered to cancel the pool coverage for the 2015-2016 term and we would reimburse the full amount. [redacted] declined both offers. We empathize with any frustrations that [redacted] may have experienced due to the misinterpretation of the Agreement under the pool coverage. We strive to provide a reliable and positive experience to all our customers. We value his business and look forward to servicing his future warranty needs. Sincerely, Office of the President Home Buyers Warranty Corporation VI

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

respond.
 
Our records indicate on September 24, 2016, Mr. [redacted] reported his air conditioner is freezing up and water is dripping from the ceiling. The independent service contractor, [redacted] was dispatched and reported the evap coil is leaking. [redacted] was authorized to replace the evap coil. [redacted] emailed the coil part # to purchasing to order the coil. The coil that [redacted] requested was ordered. On October 19, 2016, Mr. [redacted] called in and stated the contractor told him we ordered the incorrect coil. It was confirmed with purchasing that the correct coil was ordered. There were numerous attempts to contact the contractor but they were not returning our calls or responding to our emails. We apologize that some of the delay that occurred is due to the contractor and was preventable. This contractor has been sent to our contractor relations department to investigate and address.
 
The independent contractor [redacted] [redacted] was dispatched and reported the evap coil is leaking. The condenser coil fins are smashed making the unit not being able to cool properly. [redacted]’s recommends replacing the air conditioning system, however due to the location of the evap coil being in a small closet with a water heater and duct work. It is extremely cramped and this creates an access problem. In order to replace the evap coil, the contractor would need to uninstall the supply plenum and furnace, replace the evap coil, then reinstall the furnace and supply plenum.
 
The service agreement is designed to provide coverage on failed equipment.  The plenum and furnace, though required to be moved for access, it is not related to the evap coil.  When sold, they are sold separately.  As noted in the Agreement under the Terms & Conditions, section B-16, "You are responsible for additional charges to remove or install non-related equipment in order to make repairs.”  This means the removal and reinstall of the furnace and plenum would be an out of pocket expense. In addition, the pictures of the condensing coil fins shows they were smashed and was not due to normal wear and tear. Mrs. [redacted] has accepted a buyout for the evaporator coil.
 
HBRWC apologizes to Mr. [redacted] for the experience he has had concerning the delay to his claim. 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. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation