2-10 Home Buyers Warranty

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] 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

Complaint: [redacted]
I am rejecting this response because:Pending final repair of the cook top. I sent the requested pictures this morning. The grill does not turn on and remains nonfunctional. The other issues are as previously documented. We will await final resolution of these issues prior to closing the Revdex.com inquiry. Thanks
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 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 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

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]

Initial Business Response /* (1000, 5, 2015/11/13) */
November 13, 2015
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the rebuttal complaint submitted by [redacted]. Thank you for the opportunity to review and respond.
First, we sincerely...

apologize for the inconvenience and frustration Mr. [redacted] has experience during the claim process. We do understand that there were unnecessary delays that were caused. HBRWC strives to provide fast, reliable service and anything less is unacceptable. Our intent was never for Mr. [redacted] to feel as if he was "getting put off". Each issue will be internally looked into and addressed to prevent such occurrences in the future.
Our records indicate that the air conditioning and swimming pools were completed. We honored the full $1,000 liability for the swimming pool claim so that Mr. [redacted] may replace the filter. Regarding the air conditioning, our independent service provider replaced the condensing unit for the air conditioning system.
We would like to thank Mr. [redacted] for bringing his concerns to our attention so we may evaluated the matter further. HBRWC acknowledges Mr. [redacted]'s concerns with the delays and customer service that he received, and would again like to apologize for any inconvenience. We will look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 4, 2015/06/15) */
The Office of the President at 2-10 HBW Warranty of California, Inc. ("HBWCA") 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 do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claim handling process. Our records indicate that when Mr. [redacted] placed an air conditioning claim, we did not have a preferred service vendor available in his area who could service the claim in a timely manner. For this reason, HBWCA requested Mr. [redacted] obtain his own contractor pursuant to section C-3 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 and call us for prior authorization to perform service. Your service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements."
We disagree with Mr. [redacted]'s statement that HBWCA denied his claim or had any intention of not honoring the coverage listed in the Agreement. While we do try to minimize situations in which a customer must obtain their own contractor, sometimes they do occur. We do try to keep this process as simple as possible for our customers and the contractor's they obtain. However, we do understand how Mr. [redacted] may consider this an inconvenience, and we sincerely apologize for that.
On June 12, 2015 HBWCA was contacted by the contractor [redacted] & [redacted] who stated that Mr. [redacted]'s condensing fan motor required replacement. This contractor quoted $885 for repairs. HBWCA will be offering coverage for this repair in full. As part of this $885, we are waiving the $50 service fee that is normally due for each new claim placed. In order to receive payment, the customer or contractor may email a copy of the invoice to [redacted]@2-10.com or via fax to [redacted] Please note that if payment is to be remitted to the contractor, we also require a W-9 form. If Mr. [redacted] is being reimbursed for the repair, then that form is not necessary.
We thank Mr. [redacted] for bringing this to our attention so we may evaluate the matter further. We look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
2-10 HBW Warranty of California, Inc.
Initial Consumer Rebuttal /* (3000, 6, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have faxed a copy of the paid invoice which covered two air conditioners, each with its own claim number #XXXXXXXX and #XXXXXXX with a combined approved billing of $1,140.90. I have not heard back from 2-10 concerning reimbursement. This process involved several hours on the phone. The only commitment I have received from 2-10 is the statement herein where they say they will reimburse when they received my fax. My fax has been sent, but they have not acknowledge receipt nor have they reimbursed for the cost of repairs.
Final Business Response /* (4000, 12, 2015/07/18) */
July 18, 2015
Revdex.com Case #XXXXXXXX
The Office of the President at 2-10 Homer Buyers Warranty of [redacted], Inc. has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
Our records indicate that we received [redacted]'s invoices on July 14, 2015 and full reimbursement of $1140.90 has been authorized. [redacted] should receive a check in the mail for this amount within 7-10 business days. We are happy to have brought this to a proper resolution.
We thank [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing his future warranty needs.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of [redacted], Inc.
Final Consumer Response /* (2000, 14, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Payment for this repair arrived 7 1/2 weeks after the air conditioning problem was reported. The first two or three calls were virtually ignored by 2-10. It took many phone calls, hours on the phone, and ultimately a Revdex.com complaint to get this resolved. After ten years of prompt payments on a home warrantee we found this policy to be a little value. The reimbursement is accepted but frankly it was hardly worth the effort required to finally get it.

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

respond.
 
Our records indicate on January 3, 2017, Mrs. [redacted] reported a leaking toilet tank. The claim was set up as an emergency due to no working facilities in the home. The independent contractor, [redacted] was sent the dispatch, however the dispatch was cancelled by Mrs. [redacted] due to poor reviews. Per [redacted], Ace is not Revdex.com accredited, however the Revdex.com rating scoreboard gives them an A+ rating. The independent contractor [redacted] (also is not Revdex.com accredited, however the Revdex.com rating scoreboard gives them an A+ rating) was sent the dispatch but they would not be able to service in a timely manner. There were no other contractors that could service an emergency. Mrs. [redacted] was offered an out of network service provider and the instructions were emailed to her.
 
“1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.
 
2.     If 2-10 Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor and an additional service fee will be payable by you to the additional Service Contractor.  Second opinions may cause significant delays in service.
 
3.     The Out-of-Network Service contractor must be licensed and insured for your protection.
 
4.     The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made.  2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.
 
Authorizations Department phone number:
[redacted] (press option 2)
 
5.     After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursement. Please mail your request for reimbursement after we have authorized/adjudicated the claim to:
 
[redacted]
[redacted]
[redacted]
[redacted]
 
You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt. Problem Description: Problem Description: Leaking At Tank”
 
Mrs. [redacted]’ contractor called in and reported a blockage. Due to the emergency, the contractor was authorized to snake the line at his snaking rate.
 
Concerning the water heater claim. Ace was also dispatched to diagnose the water heater. On January 5, 2016, Mrs. [redacted] called stating Ace called her to advise they would be out to diagnose the water heater. She requested to use the same contractor she used for the blockage on her snaking claim as she has already set an appointment. The representative cancelled the dispatch for Ace and the out-of- network contractor instructions were again sent to her email. 2 hours later. Her contractor contacted us and reported the water heater is leaking at the bottom and it needs to be replaced. The technician’s cost to replace the water heater is $1,463.00 which is way above the cost an network contractors could replace the water heater for. This is explained in the above guidelines emailed to her; in section 1;
 
“The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.”
 
This is also explained in the Agreement under the Terms & Conditions; 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)”.
 
Since Mrs. [redacted] opted to use her own independent service contractor and since we have in network service contractors available to complete the same work, we are only liable to reimburse the same amount a network contractor would have charged our company for the same work. The network contractors pricing to replace the water heater after the service fee is $447. This is the same amount we authorized her contractor. This means the remaining $1016 would be out of pocket for Mr. and Mrs. [redacted]. On January 5, 2017, Mr. [redacted] and the technician called in. The representative advised Mr. [redacted] that we have authorized $447 to his contractor and his out of pocket cost to the contractor is $1016.00. Mr. [redacted] understood he was responsible for the $1016 (the call was pulled to confirm this). On January 30, 2017, Mrs. [redacted] called in concerned because the entire bill was not covered. The representative confirmed we had her correct email but she advised she never received the out of network guidelines. On February 1, 2017, a representative of this department spoke to Mrs. [redacted] and they were able to come to an additional goodwill settlement over the $447 settlement.
 
We apologize to Mrs. [redacted] for the experience she had concerning returned phone calls. If a representative promises a return phone call, we expect the representative would keep his word. We would like to thank her for bringing this concern to our attention as we do take these matters seriously. This is being investigated further internally to ensure similar situations do not arise in the future. 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 (“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 (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
The independent contractor [redacted] reported the high limit switch keeps tripping due to the return duct is the improper size. The switch must be manually reset. Adding vents are not eligible for coverage as state in the Terms & Conditions,  B-9; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): missing parts,” There is no coverage for the capacity or improper design of the duct as stated in the Agreement B-12; “Costs to repair failures due to inadequate capacity, improper design, improper previous repair will be at the homeowner’s expense.” As such, we will not approve to have the vent(s) added or corrected or guarantee reimbursement if the independent contractor diagnostics is incorrect and the vent is not the problem.
 
A representative of this department spoke with Mrs. [redacted] and offered to send out a second opinion. She agreed to this if the second opinion can make it out in a timely manner as she does have a scheduled appointment with [redacted] next week for the duct work. She does not want this to delay repairs for the return vent(s). The second opinion has been dispatched. Unfortunately the contractors in her area are very busy due to the recent extreme low temperatures. Mrs. [redacted] has the option of the second opinion with her service fee waived, move forward with the repairs of the duct by [redacted] or both.
 
We do apologize for any frustration or inconvenience that Mrs. [redacted] may have experienced during the claims handling process. 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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]

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

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 conditioning claim. Thank you for the opportunity to...

review and respond.   Our records indicate on June 10, 2016, [redacted] reported there was no air flow from the vents. Independent service contractor, Climate Design was sent a dispatch to schedule with [redacted]. However, Climate Design did not contact HBRWC that they were not going to accept the dispatch. This notice from the Revdex.com alerted us that [redacted] had not received service. There were numerous attempts to get a hold of Climate Design without any response. A representative contacted [redacted] and explained we are attempting to locate another contractor. Unfortunately it was Friday and most of the contractors were booked. Due to the temperatures in the area, the independent service contractors were experiencing an unusually high call volume and were not able to provide same-day or next-day service. At the same time, the first heat wave of the year can create higher than normal wait time in the call center.   A representative contacted [redacted] on Monday, June 20, 2016. He had the repairs made to his air conditioner. He forwarded the invoice and was reimbursed the full amount. His contractor reported some improper previous repairs that were done by the independent service Climate Design. [redacted]’s complaint of improper previous repair and not responding to the service call on Climate Design was passed along to our contractor relations department to investigate and address the contractor.   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

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]’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 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 additional rebuttal submitted by Mrs. [redacted].
 
Mrs. [redacted] has been offered a comparable refrigerator or the equivalent replacement buyout via email. She has been given the direct contact with our purchasing department as to which option she would like.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Our records indicate on January 31, 2016, Ms. [redacted] reported the following claims that were determined not eligible for coverage due to pre-existing and as items excluded from the Agreement. Per 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.” The pre-existing condition means the failures occurred prior to the Agreement going into effect. The failures must occur within the Agreement effective date and expiration date.
 
Refrigerator – the independent contractor reported “the door liner is cracked/ broken where the end caps would mount to.  End caps and rails are missing.  Can’t put anything on the doors” This could not of happened within 2 weeks. Also under the Agreement under Appliance Excluded: “shelves, interior thermal”
Microwave – the contractor reported “Door is cracked on outer most glass.  Also there is an issue with the power at the outlet, not getting proper voltage, could not run unit. Door glass is also excuded in the agreement.
Dryer – Burning Smell reported. Smells are not eligible for coverage per B-7 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.”
Washer – The contractor reported the agitator assembly is stripped and not agitating clothes properly.  Also unit is very dirty. It takes a long time for the agitator to strip.
Mrs. [redacted] also called in these plumbing issues. “Leak below bathroom sink, Leak below kitchen sink, Leaking valves, Multiple leaks, Pipe leaking, toilet issues, tub drain, shower head & diverter, kitchen faucet, bathroom faucet, garbage disposal, washer drain & hoses”. Faucets and shower heads are also not eligible unless the supreme protection option is purchased. Mrs. [redacted] did not purchase this option. It was concluded all of these failures could not occur within 2 weeks of the inception of the warranty.
 
The home inspection report was requested. The home inspection was completed December 19, 2016. Here is a summary:
 
Electrical per inspection
 
Have a qualified contractor repair the electrical system as necessary to insure proper operation and safety.
Observed the following defects:
1. double tapped breaker in main panel
2. federal pacific breaker panel, these panels have a history of not tripping
3. reversed polarity receptacles in kitchen cabinet to microwave oven and bathroom (these are issues related to the work orders)
 
Plumbing per inspection
 
Have a qualified contractor repair the plumbing system as necessary to reduce the risk of further damage.
Observed the following defects:
1. corroded/deteriorated pipes to washing machine and in wall around washing machine drain
2. leaking/worn shower diverter valve
3. leaking kitchen faucet
4. restricted/improper drain under kitchen sink
 
washer and dryer are at the end of their designed life, budget to replace. repair dented vent to insure proper operation.
 
Range hood/microwave
Repair and or replace the damaged/non-operating microwave oven to insure proper operation and safety (On major appliances inspection specifically stated they did not test for all functions said to recheck the appliances during walk through to insure proper operations.)
 
dishwasher not test for full cycles
garbage disposal tested on and off only
Refrigerator is at the end of its life, (only test inspector did was interior cold to the touch.)
 
hvac per inspection
Have the heating/cooling system serviced by a qualified contractor and repaired as necessary to reduce the risk of further damage and insure proper operation. Observed the following defects:
1. damaged/rusted A/C condenser unit
2. clogged filter
3. improper insulation on heating pipes to air handler
 
On September 13, 2016, Ms. [redacted] reported her air conditioner is not reaching the desired temperature. The independent contractor [redacted] [redacted] reported this is a 40 year old Hydro System air handler and they do not work on these. Independent contractor, [redacted] was dispatched and reported multiple leaks in evap coil and condensing coil, compressor is over amping.
 
A review of the Hydro System claim was reviewed further. Ms. [redacted] reports in this notice she has been using the system. It was decided to overturn the denial of the hydro system regardless what the home inspection reported. A representative of this department has called Ms. [redacted] and received a voice mail. A message was left offering the $1,500 maximum buyout. The cost to replace this type of system is over the maximum, therefore $1,500 buyout is the only option. In addition 2 of her service fees have been reimbursed. A follow email has been sent to her for her acceptance. We regret that we will not be reimbursing any amount for the Appliances she has purchased. We look forward to her reply concerning the buyout.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation