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 claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on August 16, 2017, [redacted] reported “online” Hybrid Electric water heater, No hot water, Code on the water heater reads 'ECC' which the manual the heat pump compressor is not functioning properly and to contact a qualified technician. The independent contractor [redacted] was sent and accepted the dispatch. Hers and His did go out to the property and realized they did not work on Hybrid water heaters. The type of water heater was on the dispatch and if Hers and His new they did not work on this type of water heater, they should of declined it. A phone call was placed to [redacted] Plumbing and the office manager assured us they work on Hybrid water heaters and the dispatch was sent to them. After being at [redacted]’s home, [redacted] contacted us and apologized that they do not work on his style of system. HBWRC had exhausted their list of Plumbers in the area. The claim was sent to the escalations division. A representative contacted [redacted] and request that he locate his own contactor and the guidelines for using a contractor out of our network were sent to him. On September 6, 2017, the escalations representative spoke to [redacted], and he explained that he just got back into town and is now dealing with the hurricane that is coming and he would like follow up in two weeks. The representative will follow up.
 
We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is described in the Agreement under the Terms & Conditions, A-1 “If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service.”
 
HBRWC apologizes for the inconvenience and delays caused by the contractors assisting with the service of the hybrid water heater as they should not have accepted the dispatch. We try to make the service a seamless process for our customers. We look forward to hearing from [redacted]’s contractor soon.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted].
 
As stated in our previous response, the check was processed on December 22, 2016. We request Mr. [redacted] to please wait approximately 10 to 15 business days to receive the check due to the holidays. If after that time, he does not receive the check, we request he call the accounting department at ###-###-####.
 
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”) 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

Initial Business Response /* (1000, 5, 2015/11/06) */
The Office of the President at Home Buyers Warranty Corporation VI ("HBWVI") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
In his complaint, Mr. [redacted]...

states that he paid the independent service contractor Aqua-Brite an additional amount of money to upgrade his existing pool pump, but that the pool pump which was installed was overpriced and not an upgrade. We regret that this HBWVI is not able to offer coverage or assistance for any work performed outside of our Agreement and its coverage, since such matters are between the customer and the contractor. By his own admission, Mr. [redacted] elected to pay Aqua-Brite for items outside of what his Limited Home Service Agreement ("Agreement") offers coverage for.
While HBWVI utilizes Aqua-Brite for service, they are an independent company. HBWVI paid Aqua-Brite the cost towards eligible repairs. Any work that was approved and signed for by Mr. [redacted] was done directly through the contractor. HBWVI was not included in this agreement, nor were we updated of the intentions of Mr. [redacted] and Aqua-Brite until after the installation was completed.
With this said, if Mr. [redacted] is having difficulty with the existing pool pump, HBWVI is able to place a recall claim. Mr. [redacted]'s Agreement offers coverage for the pool pump and we would honor that coverage up to his $1,000 claim limitation. Mr. [redacted] has three options available to him. HBWVI can re-dispatch Aqua-Brite to assist the customer with resolving the dispute regarding the pool pump already installed. Otherwise, HBWVI can dispatch a different contractor within our network of preferred service vendors. With this second option, HBWVI would only offer coverage to replace the pool pump with a pool pump that matches the existing units features. The third alternative would be for Mr. [redacted] to submit a quote from one of the contractors he obtained, emailing to [redacted]@2-10.com. HBWVI would review the quote and offer a check for the cost of eligible repairs which Ms. [redacted] may then put towards any necessary repairs with the service vendor of his choice.
In conclusion, while HBWVI is not able to assist with the dispute regarding the equipment installed by Aqua-Brite, we are able to offer coverage to any current failures with the pool pump that is currently in place at the property. If Mr. [redacted] has a disagreement with work that he paid for outside of HBWVI, he will need to address that Aqua-Brite. Otherwise, HBWVI has provided options so Mr. [redacted] may utilize other contractors. We would like to thank Mr. [redacted] for bringing his concerns to our attention, and we look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Warranty Corporation VI

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. Thank you to the gentleman who called me, he was very professional.
Sincerely,
[redacted]

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11089376 for [redacted]. We have located [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 [redacted] may have experienced during the claim handling process. Our records indicate on December 13, 2015, [redacted] reported his microwave was making a popping sound and emitting a burning odor. The independent service contractor, Sears, Roebuck & Company (“Sears”) was dispatched to the property to evaluate the claim further. On December 28, 2015, Sears reported the magnetron is shorted, door handle and vent are cracked. HBRWC determined it would be best to replace Mr. [redacted] microwave. Mr. [redacted] was offered a comparable replacement microwave and he accepted the microwave replacement. After the microwave was delivered. There was difficulty locating a contractor to install the new microwave. We asked Mr. [redacted] if he could locate a contractor for the install. If Mr. [redacted] would please refer to his Agreement under the Terms & Conditions A. PROVIDING SERVICE “1. No claim forms are used, but we must pre-approve service by an authorized, independent service contractor. If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured.” Mr. [redacted] could not locate a contractor either. On January 13, 2016, HBRWC was able to locate a contractor to install the microwave. Unfortunately the microwave would not fit without tile being removed and drywall put in its place. These are considered modifications and modifications are not eligible for coverage. Under the Agreement, which state under B-2.”When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions.” On February 2, 2016, Mr. [redacted] was contacted by this department and confirmed the new microwave has been installed. Again, HBRWC apologizes to Mr. [redacted] for any experience he had in speaking with our representatives that were not professional.  We strive to provide a reliable and positive experience to all our customers and anything less is not acceptable. We thank Mr. [redacted] for bringing this to our attention and we will investigate the matter internally so we may make corrections and continue to improve our customer service. 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 air condition claim. Thank you for the...

opportunity to review and respond.   Our records indicate on May 1, 2016, [redacted] reported his main air conditioner is not blowing cold air. Independent service contractor, AZ Remodeling & Plumbing was dispatched to the home and found there was a Freon leak at the compressor. The contractor recommended replacing the compressor. No other issues were found. The contractor was to call HBRWC back with the compressor information. Numerous calls were made to the contractor but he still did not have this information. The contractor was passed along to our contractor relations department to address the contractor for delaying the claim. It was decided to send another Independent service contractor. Climate Care Air Conditioning was dispatched to the home and found the compressor had grounded. No other issues were found. Climate Care did recommended replacing the customer system because it was old.   There were no other failure found to the system other than the compressor. We do not replace an entire system solely due to age. We acknowledge the statement made by [redacted] concerning the Band-Aid fix. All of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. We do take the independent service contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours. Both the contractors stated the compressor can be replaced. In the Agreement, under the Terms & Conditions; B-1” We solely determine whether covered systems or appliances and their components will be repaired or replaced”. HBRWC has chosen to replace the compressor.   We regret we will not be replacing [redacted] entire system due to one component of his air conditioning needing to be replaced. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. HBRWC apologizes to Mr. Raether for the delay of this claim. We strive to provide fast, friendly and reliable service to all our customers. His feedback allows our company to serve our customers better.   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 Ms. [redacted]. Ms. [redacted]’s is not listed on the Limited Home service Agreement (“Agreement”) with HBRWC. The Agreement is under [redacted]. Thank you for...

the opportunity to review and respond.
 
Our records indicate on November 8,, 2016, it was reported online “the refrigerator is leaking water, making noises, door gasket coming off, door not closing, refrigerator freezing food.” The independent contractor AWOL Appliance Repair reported the door cams have caused the refrigerator to have issues with defrosting as the door is not closing at the bottom. AWOL gave HBRWC the part # for the door cam and the part was ordered. AWOL did not report the door needed to be replaced.
 
On November 28, 2016, Ms. [redacted] called and advised that AWOL came out and told her she needs a new door but replaced the hinge (door cam) and the door is still not closing. The representative sent a recall visit to AWOL to revisit the home. On November 29, 2016, AWOL contacted HBRWC and reported that they found the homeowner’s son swings on the door and that is why it will not close properly. In light of this new information, the door is not eligible for coverage. In the Agreement at the beginning of the Terms & Conditions, it states; “We provide service for covered systems and/or appliances: 2. Which do not operate correctly due to normal wear and tear;” In addition, B-8 “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse,…” The representative called the [redacted] residence and received a voice mail. A voice message was left advising why the door is not eligible for coverage. On December 7, 2016, it was explained again to Mrs. [redacted] why the door was not eligible for coverage (misuse and abuse). This representative also thought the door was not eligible. We do apologize if the representative stated the door is not eligible but this is not what the claim was denied for on November 29, 2016. As a goodwill gesture and not an admission of liability, HBRWC has refunded Mr. [redacted]’ service fee. It will take approximately 10 to 15 business days to receive the check.
 
HBRWC again apologizes to Ms. [redacted] for the experience she has had concerning this claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. If Ms. [redacted] is still considering cancelling the Agreement with HBRWC, she may have Mr. [redacted] send a written request to [email protected]. The Agreement would be cancelled as stated in section F-3 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), any other unpaid charge.”
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I have yet to receive the reimbursement. It does not take 7 days for mail delivery service. Nonetheless, my mail has already run for the day and there is still no check.
Sincerely,
[redacted]

Complaint: 11442770
I am rejecting this response because:   As you can read from their statement.  This warranty work was started by them in Mid march and after they had their contractor come out multiple times and replace different parts on the freezer the freezer still did not work.  I did receive a call in mid April to tell me that this was not covered.  I think that it is unfair to start a work and replace stuff and still have the freezer not work and then be told that it is not covered. My family and I have been without a freezer for greater then 2 months because of this poor costumer service and their lack of communication. If they were not going to cover the freezer then I should have been told a lot sooner.  Since they are involved in replacing the parts, I believe as a business they need to complete the job instead of saying that it was originally not covered so we are abandoning you after a month of their contractors coming out.  This is inappropriate and not fair as a consumer.   
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 was indeed contacted by 2-10 with an offer for the repair buyout in the amount of $442.11. The cost to replace the washer with the equivalent model was $749.  I called back to inquire about receiving compensation for lost wages for having to take time off work for 4 different appointments as well as money for the laundromat every weekend for 5 weeks. I was informed that they were unable to compensate for the above mentioned, but could refund the service fee of $100 and would issue a separate check. We went to [redacted] on 8/08 to look at washers. I brought my mother to apply her 10% military discount to our purchase. The ** washer was out of stock and they would have to order more from the warehouse. The floor model was offered for a 10% discount, however it was not available for delivery until Aug 21st. I was able to arrange to have the washer picked up and brought to my house for self installation. Because [redacted] did not deliver the washer, the old washer is sitting in the garage. I have attached the receipt from [redacted]. Even with the 2 discount, we still had to pay more than $100 out of pocket for a new washer. This does not include the lost wages and money spent at the laundromat. 
Sincerely,
[redacted]

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

and respond.
 
Our records indicate on November 15, 2017, [redacted] reported his water heater is leaking. He preferred to use his own contractor outside of our network. The guidelines for using a contractor out of our network were emailed to [redacted].
 
Number 1 of the guidelines is very clear on how we will only reimburse the amount we would pay a contractor that is in our network;
 
1.       2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement. The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.”
 
This is also located in the Terms & Conditions; “A-2a. If we elect payment, the amount will equal the lesser of: …(ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost);”
 
2-10 HBW’s cost for a 50 gallon water heater is $407 thru all of our local suppliers nationwide. [redacted]’s Agreement does not have any options that would pick up any additional costs that a contractor would normally charge, such as code upgrades, disposal, permits, etc. These cost would be out of his pocket as his Agreement is for basic installation only.
 
The independent service contractors that 2-10 HBW utilizes are all independently owned and operated. We contract with these network contractors and the labor pricing is agreed upon in advance. With the agreed pricing we have with the network service contractors along with the cost 2-10 HBW receives on water heaters, it is not out of line to say our portion to replace the water heater is $472.
 
$407 - 2-10 HBW supplied 50 gl. water heater
$140 - basic install labor, network contractor
--------
$547 - $75 ([redacted]’s service fee) = $472 HBW cost to replace.
 
Again, [redacted] is more than welcome to use his own contractor, however, we will only reimburse our cost to replace the water heater.
 
We apologize in advance to [redacted], if he did not receive the quality service that is expected from an employee. This matter will be examined internally. We regret that we could not be of further assistance in this regard. 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/06/15) */
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 Mrs. [redacted]'s Limited Home Service Agreement ("Agreement")...

and applicable claim. Thank you for the opportunity to review and respond.
On May 18, 2015 an independent service contractor stated that the furnace had three large cracks in the heat exchanger. The contractor also stated that the suction and liquid lines going up to the house had been cut, had and the evaporator coil was dirty and clogged with hair and fur.
While the furnace is eligible for coverage, we do regret that the air conditioning unit repairs are not eligible. The cleaning of the evaporator coil is not eligible per section B-16 of the Agreement, since we do not offer coverage for cleaning. The damaged line set is not eligible pursuant to section B-8 of the Agreement when it states, "There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse."
At the request to the customer, HBRWC offered a second opinion, Elite Heating & Air. Elite Heating & Air verified the diagnosis that was submitted by the initial contractor. At this time, Elite Heating & Air Conditioning has been authorized to replace the furnace. However, before this can occur, Mrs. [redacted] would need to accept the $2,500 in non-covered charges associated with the furnace replacement.
As an alternative option, Mrs. [redacted] may also elect to accept a buyout for $1,172, which is HBRWC's costs for the eligible portion of the furnace replacement. This offer is being made pursuant to section A-2a of the Agreement: "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); or (iii) the "DOLLAR LIMIT" reduced by the service fee paid to the service contractor by you."
We would note that this buyout is for "like-kind" equipment as section B-1 of Mrs. [redacted]'s Agreement states, "When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or color. We are not responsible for matching any feature of an existing system or appliance that does not contribute to the primary function of that system or appliance."
We apologize that we are not able to be of further assistance with this matter. We request Ms. [redacted] contact our company by calling 866.720.4155 with questions or once she has reached a decision regarding how she would like to proceed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have enclosed a copy of the warranty and all documents with notes with my refusal of this offer. 2-10 wants us to pay for non-covered charges of $2500.for unnecessary parts and labor and severely over inflated dollar amounts so that we will be actually covering their entire cost of honoring their warranty to us. A break down of what is non-covered costs according to them is attached. They have blatantly lied and over inflated these costs.
2-10 says they will replace our Trane XE70, 120,000 BTU 80% furnace model #TUSXXXXXXXA0 with a Lennox 110,000 BTU 80% furnace model #EL180DF110P60C. As per their warranty this is not a replacement equal to or better than what is here. Not acceptable to us.
We have had our own independant 3rd party licensed/insured HVAC service company come and give us their estimate for replacing our furnace which includes EVERYTHING (furnace, labor, permits, any modifications necessary etc.) included in the replacement price, with a decent York furnace built in the USA at a total price of $2759. After their inspection the only "upgrade"/"modification" that they found is that the sheetrock surrounding the existing ductwork going into the chimney needs to be removed for larger clearance. The existing system has an inspection sticker still on the system from original installation from Metropolitan Utility District stating it is all inspected and accepted. SOS Heating and Cooling did not find ANY of the non-covered items listed by 2-10 to be truthful or necessary. "[redacted]" from SOS stated that it is obvious that 2-10 is trying to cover their costs of replacing our furnace with the deceitful over inflated unnecessary "non-covered" charges to us.
After 2-10 reviews our response and the Revdex.com also including attachments and notes i've sent with this refusal, we sincerely hope that 2-10 agrees to honor their end of their WARRANTY.
Because of what I have outlined and noted in the attachments I believe that 2-10 Home Buyers Warranty is in serious violations of Federal Trade Commission Laws, Magnuson-Moss Act Laws and Nebraska Consumer Protection Laws. With that in mind we hope that our warranty will be honored and both the A/C and furnace will be completely replaced entirely at their cost, by a service company of OUR choice and the expense of the window a/c units I've had to rent including the cost of our electric bill, be fully paid for by 2-10. This settlement offer from us to them is the only alternative that will keep this complaint from going any farther legally. I've got nothing but time/energy on my hands and will not stop until they honor their contract to us that we paid for.
Cordially,
[redacted] & [redacted]
Final Business Response /* (4000, 20, 2015/08/10) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted by [redacted]. We would refer [redacted] to our previous responses in which she was provided her options. We would note that we utilize independent service contractors. These contractors have the right to offer sales and deals for retail customers at any point in time, however, such deals to not apply to HBRWC or our customers. We will continue to await [redacted]'s decision regarding how she would like to proceed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/09/16) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
Our records indicate that Mr. [redacted]'s service period began on July 15, 2015. The next day, Mr. [redacted] contacted HBRWC and stated that his air conditioning system was not blowing cold air. This claim was assigned to the independent service provider HVAC Proz. On July 20th the contractor stated the system's condensing fan motor was overheating, the windings were shorting out, the blower motor blades were out of balance, and the system was two pounds low on refrigerant. On July 24, the contractor went on to say that the suction valve was the cause of the leak.
We regret that these failures could not have occurred within the 1 day that Mr. [redacted]'s Agreement was in effect. Thus his claim is not eligible per section 3 of his Agreement which states, "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period."
The service fee is due whether a claim is eligible or not, as explained page 3 of Mr. [redacted]'s Agreement: "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call."
Furthermore, HBRWC will not reimburse Mr. [redacted] the expenses he incurred when purchasing a window unit. This is not eligible per 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."
We apologize that we are not able to be of further assistance. While Mr. [redacted]'s claim is not eligible for coverage, we none-the-less appreciate him bringing his concerns to our attention. We look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ATTACHED IS A COPY OF THE ESTIMATE FROM [redacted] IT STATES "FOUND CONDESING MOTOR WEAK & CAP & BLADE UNIT NEED ALSO TO BE CLEANED" IT SAYS NOTHING OF BEING LOW ON REFRIGERANT OR OF A FAULTY SUCTION VAVLE I STAYED WITH THE TECH THE WHOLE TIME HE WAS ONLY HERE FOR 20 MINS. HE DIDNT TEST FOR A LEAK. HE WOULDVE HAD TO SUCK DOWN THE SYSTEM & CHARGE WITH AN INERT GAS. HE HAD NO WAY OF KNOWING HOW MUCH REFRIGERANT WAS IN THE SYSTEM AT THAT MOMENT HE ALSO DIDNT TEST ANY OF THE ELECTRICAL COMPONENTS WHICH IS THE ONLY WAY TO DIAGNOIS IF THEY ARE BAD I MYSELF TESTED THE CAP AFTER HE LEFT & IT TESTED GOOD! THE COMPANY THAT I HIRED TO MAKE THE REPAIR ALSO TESTED IT INFRONT OF ME & AGAIN IT TESTED GOOD. THE FAN BLADE WAS NOT OUT OF BALANCE & THERE WAS NO EVIDENCE OF VIBRATION.AGAIN IT WAS OKED BY THE COMPANY THAT MADE THE REPAIR. THERE WAS NO SHORT IN THE CONDENSING MOTOR WINDINGS OR ANY OTHER PART OF IT THE FAILURE WAS DUE TO A BEARING. THERE WAS NO BLOCKAGE OF THE CONDENSER THE INDUSTRY STANDARD IS 30% NO SPECIFIC AMOUNT WAS NOTED ON THE ESTIMATE BUT I CLEANED IT MYSELF IT WAS LESS THAN 10% BLOCKED. IM SURE HVAC PROZ IS A GOOD CO. AND EXPERIENCED BUT IN THIS CASE THEY DID A DIS SERVICE TO MYSELF AND 2-10 WARRANTY CO. I REPORTED MY CONCERN TO 2-10 AND ASKED FOR SOMEONE ELSE TO EVALUATE THE PROBLEM I THOUGHT IT WOULD BE IN BOTH OR BEST INTEREST BUT THEY REFUSED. AS FOR THE WORKING CONDITION OF THE SYSTEM ATTACHED ARE PAGES FROM A HOME INSPECTION DONE BY [redacted] & [redacted] A LICENCED INSPECTION & ENGINEERING FIRM WITH A GOOD Revdex.com RATING. THEY INSPECTED THE UNIT AND TESTED IT ON JUNE 5 2015 & CERTIFIED IT WAS OPERATIONAL. WHICH NEGATES 2-10S CLAIM THAT THE SYSTEM WAS COULD NOT BE FUNCTIONING. 2-10 DOES NOT REQUIRE A PRE INSPECTION OR CERITIFICATION BEFORE THEY ISSUE A POLICY AND THEY DONT HAVE A GRACE PERIOD BEFORE YOU CAN FILE A CLAIM IN THIS CASE I HAVE PROF THAT THE SYSTEM WORKED. ALL THIS WAS CAUSED BY 2-10 POOR CUSTOMER SERVICE AND THEY ARE LIABLE FOR ALL THE EXPENSES I HAVE INCURRED.
Final Business Response /* (4000, 9, 2015/10/06) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted]. We have reviewed the additional information which was provided and determined the following:
We regret that Mr. [redacted]'s home inspection does not provide enough information to cause HBRWC to overturn the denial of his claim. The inspection was being described as a visible inspection. In order for a failure to be deemed undetectable, section 3 of Mr. [redacted]'s Limited Home Service Agreement ("Agreement") states that a qualified service professional, that is a HVAC contractor, would need to perform simple mechanical tests demonstrating the failure was not located.
As our previous response indicates, the contractor reported a leak to the suction line after the initial report was submitted. As such, it is not listed on the customer's initial invoice. Additionally, the claim denial was not based solely on the question of the refrigerant leak.
As previously stated, we regret we are not able to be of further assistance with this matter as Mr. [redacted]'s claim was not eligible for coverage per the terms and conditions of his Agreement.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Final Consumer Response /* (4200, 11, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This co. Is ignoring the key points I presented. They have never offered any kind of resolution. They have completely failed in every aspect of this process. Therefore I am contacting my attorney to resolve this.

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.
 
Our records indicate a different contractor was dispatched and the appointment has been set for January 18, 2018. The prior independent contractor only reported the original diagnosis. We have sent the contractor to our contractor relations department to address the number of visits to the home without having satisfactory results.
 
Concerning the unprofessional phone call Mrs. [redacted] had with the customer service representative. We take her concerns against the representative seriously and can assure her that it is not acceptable for anyone to be discourteous. This matter will be investigated internally so we may make corrections and continue to improve our service. 2-10 HBW apologize to Mrs. [redacted] for the experience she has had concerning this claim. We work very hard to prevent situations like this.
 
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”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on February 21, 2017, Mr. [redacted] reported issues with his Heat Pump, the independent contractor, [redacted] was dispatched and reported there is a restriction from the metering tubes to the condenser, possibly caused by the old compressor prior to being replaced. [redacted] was authorized to supply the metering tube. On February 28, 2017 [redacted] called in wanting status of the part. It was reiterated that he was authorized to supply the part. At this time we found it best to order the part with the part number [redacted] gave us. On April 3, 2017, [redacted] called advising we ordered the wrong part. A different part number was given and the part was ordered. On April 13, 2017, [redacted] called again and advised they received the wrong part. This time, the heat pump information for the system was sent to our supply research department to locate the part. It was found the heat pump was manufactured in 2013 and the system is still under manufactures warranty. Per the Terms & Agreement; E-11 “…We are not responsible for items still under the manufacturer’s warranty or improperly installed unless the Supreme Protection option is selected.” Mr. [redacted] had not purchased the Supreme Protection option. A representative explained to Mr. [redacted] that his heat pump was not eligible for coverage and assisted in giving contact information to a local Carrier dealer.
 
We would like to apologize for any inconvenience and delays that occurred. [redacted] should have recognized immediately that the heat pump system was under manufactures warranty. [redacted] was sent to our contractor relations department to investigate and address this matter.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/23) */
The Office of the President at [redacted] ("[redacted]") is in the receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Mr. [redacted] Limited Home Service Agreement...

("Agreement") and applicable claim. Thank you for the opportunity to review and respond.
We do apologize for any frustration that Mr. [redacted] may have experienced during the claims handling process. [redacted] initially determined that we would proceed with replacing the failed compressor pursuant to section B-1 which stats, "We solely determine whether covered systems or appliances and their components [redacted] be repaired or replaced." The replacement compressor was ordered on June 3, 2015, and was ready to be picked up the following day.
We regret that this compressor had a manufacturer's defect and was dead on arrival. At Mr. [redacted] request, [redacted] obtained a second contractor who also verified that this was the case. Upon learning this information, [redacted] authorized for the first contractor to replace the entire condensing unit.
However, in the state of Kentucky it is not longer to supply R-22 condensing units that [redacted] be compatible with Mr. [redacted] indoor equipment. While [redacted] did agree to replace the entire unit, per Mr. [redacted] desired resolution, this meant that the indoor equipment would need to be upgraded as well. The indoor equipment was not eligible for coverage per the section B-1 of the Agreement which states, "Except for 13-SEER coverage and R410A coverage, we are not responsible or liable to upgrade equipment, components or parts due to: (a) the incompatibility of the existing systems and appliances with the replacement system, appliance or component thereof; (b) any type of chemical or material needed to run the replacement systems, appliance or component including, but not limited to, differences in technology, refrigeration requirements or efficiency; or (c) mandates by federal, state or local governments."
The Agreement also states in the 'More Info to Know' section that, "At times, State and Federal agencies [redacted] pass [redacted] or regulations that change what is required when replacing part or all of a system such as heating, air conditioning, or electrical. We [redacted] cover costs related to the failed item, but not costs related to the additional government requirements."
The non-covered costs associated with upgrading the system was $2,650 total. As an alternative, Mr. [redacted] was also offered $890 as a cash out for [redacted]'s cost for eligible repairs. On June 17, 2015 Mr. [redacted] accepted the cash offer. In doing so, he did acknowledge that his air conditioning system [redacted] not be eligible for coverage for the remainder of this contract year.
As such, our records indicate that at this time the claim handling process has been completed. We would like to thank Mr. [redacted] for bringing this to our attention as we do take these matters seriously, and we look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted under case number XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
Our records indicate that...

Mrs. [redacted] initiated a service request for plumbing on August 25, 2015. On August 27, 2015 HBRWC received the diagnosis from Certified Plumbing & Drain Specialists, an independent network service contractor, indicating that there was a restriction and a crack in the plumbing systems' main drain line and it needed to be replaced. Mrs. [redacted] declined to use their service after they did not follow up with her after the initial diagnostic appointment. HBRWC dispatched a new independent service contractor per her request.
On September 10, 2015, Zeller Plumbing ("Zeller") was dispatched to Mrs. [redacted]'s home to diagnose. Zeller called HBRWC with the diagnosis on September 11, 2015, also stating that the drain line pipe needed to be replaced as there were barnacles inside the stack and they would need to make access into the concrete as part of the pipe needed to be replaced. Zeller quoted $1700 for this repair, which was greater than the $500 claim limitation stated in the Agreement. Mrs. [redacted] was given the option of a buyout for $430, the dollar amount remaining towards the claim limitation, or paying the difference in cost. Our records indicate that Mrs. [redacted] declined both of these options.
Since the pricing quoted by Zeller was high compared with the typical costs associated with such a repair, HBRWC exercised our right to send out a second opinion, pursuant to section B-14 of Mrs. [redacted]'s Limited Home Service Agreement ("Agreement") which states, "We reserve the right to obtain an additional opinion at our expense."
The second opinion was performed by American Plumbing Solutions on September 11, 2015. The technician advised that there was no leak or crack in the pipe, however he did confirm that there were barnacles inside the pipe. The technician determined this by running water through the pipe and finding the plumbing line was draining correctly with no leaks present at the time of service. The service contractor further stated that the main drain line would need to be jetted in order to remove these barnacles and rectify the failure. HBRWC regrets that jetting lines in the home is specifically listed as excluded in the Plumbing trade section of the Agreement. As such, this claim was not eligible for coverage.
Due to the discrepancy in reports, HBRWC did have this information reviewed by the company's in-house Plumbing expert. At that time it was verified that due to the age and type of pipe, the diagnosis provided by American Plumbing Solutions was correct. The barnacles present in the pipes would create a restriction to the line, which would cause the line to consistently experience difficulty draining.
On September 24, 2015 HBRWC received contact from Mr. [redacted] disputing this determination stating the entire line needed to be replaced. At that time, we offered to review any photographic evidence or invoices from licensed contractors which showed that there was a leak present. These photographs were received and reviewed by HBRWC on October 5, 2015. At that time, it was determined that there was no evidence of a current leak to the pipe, however the replacement of the line would be necessary per local code requirements due to the presence of barnacles. Zeller, the second contractor, also verified this.
As Mr. [redacted] does have coverage up to $250 for code violations, HBRWC increased the initial buyout offer of $430 to $730 total. The $730 figure includes the $430 remaining towards the dollar limitation, $250 in code upgrade coverage, and $50 for permit fees associated with those repairs. Mrs. [redacted] may either accept this amount via check or may choose to have Zeller complete repairs, paying the $970 difference in the costs that were quoted.
We apologize for the delay that Mrs. [redacted] has experienced during the claim handling process due to the need for multiple contractors at the property. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We will have this reviewed internally to see how some of this delay could have been mitigated. For example, HBRWC elected to obtain a third contractor in order to lessen the cost of repairs and thus, the amount that Mrs. [redacted] would be responsible for as non-covered charges, and we acknowledge that our attempt to do so was not successful. We further acknowledge Ms. [redacted]'s request to have her service fee reimbursed. As a gesture of goodwill and not by admission of liability, HBRWC does agree to reimburse the $100 due to the delay she has experienced.
We thank Mrs. [redacted] for her understanding concerning this matter. We do take these matters very seriously and we thank you for bringing these concerns to our attention. At this time, HBRWC awaits Mrs. [redacted]'s determination regarding how she would like to proceed.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will accept the buyout offer of $730.00 to use toward our repair. We just need to be done with this repair & put an end to this project. We also would appreciate the $100 reimbursement as goodwill toward everything we've been through. We appreciate the response.

Initial Business Response /* (1000, 6, 2015/08/10) */
The Office of The President at Home Buyers Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located the applicable Limited Home Service Agreement ("Agreement") and reviewed...

the service request in question. We thank you for the opportunity to review and respond.
Our records indicate [redacted]'s service period began on June 15, 2015. On July 13, 2015, [redacted] contacted HBRWC to report a pipe leaking in the crawl space. On July 23, 2015, the independent service contractor [redacted] & [redacted] reported that a pipe in the crawl space had split due to weather and the crawl space not being insulated. The contractor also reported the pipe had dry rotted. In addition, the contractor also reported there was a leaking shower valve in the master bathroom. He reported the valve was rusty, suggesting the leak had been there for some time.
This claim is not eligible for coverage per section three of [redacted]'s Agreement where it states, "We provide service for covered systems and/or appliances that: are in place and in good and safe working order with no pre-existing defects at the beginning of the service period. 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 visual
inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperable."
It was the contractor's professional opinion the leak in the pipe was due to the pipe freezing and splitting, which would not have happened in the roughly 30 days the Agreement was active. This holds true for the leaking shower valve as well, as the presence of rust dates the failure more than 30 days. In addition, section B-8 of the Terms & Conditions of the Agreement states, "There is no coverage for any loss or damage that is caused or made worse by any of the
following causes (whether acting alone or in sequence or concurrence with any other cause or causes): ...freezing...rot..." Both freezing and rot were indicated by the contractor on site.
After the determination was made on July 23, 2015 that no coverage would be extended, the homeowner was notified of the denial. As a courtesy, the supervisor who spoke with [redacted] offered the opportunity for him to seek his own second opinion at his cost, and if the diagnosis came back as something different, his service fee would be reimbursed and the issue(s) would be investigated further. To date, HBRWC has not received any further inquiries from the homeowner regarding this matter.
We thank [redacted] for bringing this matter to our attention. We look forward to servicing his future warranty needs.
Sincerely,
The Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business for 3 reasons:
1) The home had been inspected TWICE and had passed [redacted] times. I was present when the second inspector, our buyer's inspector actually inspected the shower and plumbing. There were no issues at that time.
2) We spoke extensively with the independent service contractor Triangle Plumbing & Back Flow during his inspection and prior to his departure. At no time did he mention any of the things that 2-10 says he mentioned. He seemed honest so if any of these had been present I believe he would have mentioned them
3) The independent service contractor Triangle Plumbing & Back Flow did explain to me that the fittings were polybutelain which had ongoing known legal issues. Then when I contacted 2-10, they said the claim was denied because of rust. Polybutelain is plastic. It cannot rust. Now they are claiming dry rot. This shows the kind of fabricating they seem to feel free to deploy to deny a claim.
Thank you,
[redacted]
Final Consumer Response /* (4200, 12, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have cancelled my policy because they are not going to allow anything having to do with my polybutelane plumbing.
Final Business Response /* (4000, 14, 2015/09/24) */
The Office of the President at Home buyers Resale Warranty Corporation acknowledges Mr. [redacted]'s update that he elected to cancel his Service Agreement. We apologize we were not able to be of further assistance with the claim that he placed, and wish him the best in his future endeavors.
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect August 19, 2016. Thank you for the...

opportunity to review and respond.
 
Our records indicate on September 16, 2016, Ms. [redacted] updated her credit card information. On October 14, 2016, Ms. [redacted] called in to cancel her Agreement. We do require a written request of cancellation since this is a contract. The Agreement is normally canceled per the Agreement under the Terms & Conditions F. CANCELLATION OR TERMINATION “MONEY BACK GUARANTEE: The Service Agreement may be cancelled within the first 10 days for a full refund, less any claims paid. After the first 10 days, reimbursement should be based upon 90% of unearned pro rata premium, less any paid claims, any other unpaid charges and a $25 processing fee.” Ms. [redacted]’s Agreement was in force longer than 10 days. It was decided to reimburse her the full amount of $193.26 (3 installments August/September/October). Ms. [redacted] decided to go through her bank for a chargeback instead of sending in a cancellation letter. Accounting has received from [redacted] chargeback for August and October and these have been credited back to the card. Accounting is still waiting for [redacted] dispute for September in order to reimburse the September installment. A call was placed to Ms. [redacted] and a voice message was left as to the status. If Ms. [redacted] has any further questions, we request she call the accounting department at ###-###-####.
 
HBRWC would like to apologize for any inconvenience Ms. [redacted] may have experienced. 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation