2-10 Home Buyers Warranty

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

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 ("HBRWC") has received the additional response submitted by [redacted].  Thank you for the opportunity to review and respond. A representative of this department spoke with Mrs. [redacted]. We discussed the possibility that the leak in the kitchen is not coming from the window but from the roof. Even though the Agreement has expired, HBRWC offered 2 options to Mrs. [redacted]. Option 1, we can send out the independent contractor Village Roofing again (service fee waived) to diagnose the kitchen leak. If the contractor states it is still a caulking issue around the window, it will remain not eligible. Option 2, as a gesture of goodwill, we will reimburse the $60 service fee and consider this matter closed. We are presently waiting for her reply. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/16) */
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 [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 [redacted] may have experienced during the claim handling process. Our records indicate that on June 22, 2015 the independent service contractor replaced a condensing coil and the air conditioning system was operational. HBRWC elected to replace this coil rather than the entire unit per section B-1 of the Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
We would note that one of the primary reasons why it was determined to proceed with the condensing coil rather than the entire condensing unit is that replacing the whole unit would have caused [redacted] to incur high non-covered costs. In the state of [redacted] replacing the outdoor unit would require that the indoor air handler also be replaced. Per the 'More Info to Know' section of [redacted]'s Agreement, costs associated with replacing non-failed equipment in order to bring a unit up to state or federal requirements is not eligible for coverage. This would have created a very high cost in out of pocket expenses.
We do acknowledge that the part ETA did change from the estimate that HBRWC was initially told by the manufacturer. We apologize for this delay. At the same time, we would note that per section 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."
We regret we will not be refunding [redacted] for the cost of the Agreement, the $75 service fee, or the $4400 that she is requesting. Per section F of her Agreement, we will only offer a full reimbursement of the Agreement's cost if it is cancelled within the first 30 days of the service period. Similarly, we are not liable for compensation to [redacted], since section B-5 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 with this matter. We would like to thank [redacted] for bringing this to our attention as we do take these matters seriously. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the 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

Complaint: [redacted]
I am rejecting this response because:I never received a response back in regards to complaint #[redacted]. The breakdown in was provided included a deduction of my 75.00 fee this amount was also paid to the plumber at the time of inspection. I am requesting a refund of the 75.00
Sincerely,
[redacted]

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

respond.
 
Our records indicate on June 7, 2016, [redacted] reported his air conditioner was not cooling
Independent service contractor, [redacted] was dispatched to the home and reported the service valve was loose, the technician tightened it and recharged the system. There was a recall but [redacted] was too busy to take the call. Independent contractor [redacted] [redacted] was dispatched and reported the Trane evap coil was leaking. Due to a family medical issue, [redacted] could no longer service the customer. Independent contractor [redacted] was contacted. They were authorized to replace the coil and the coil was ordered and installed.
 
HBRWC apologizes to [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

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

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

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

respond.
 
At the time of the requested service, the dispatched department was not able to locate a plumbing contractor to service Mr. [redacted]’s water heater. The guidelines for using a contractor out of our network were emailed to Mr. [redacted]. We do regret that on occasion, 2-10 HBW will not have an approved network contractor to service an area in a particular trade. 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." Mr. [redacted] did find a contractor, however his cost was extreme, even at retail cost. Mr. [redacted] then located another contractor that was reasonable. This contractor was approved to replace the water heater. The only out of pocket expense for Mr. [redacted] was his service fee. Contractors out of our network prefer to be paid by the homeowner rather than going through the warranty company, therefore we request a homeowner pay upfront. Mr. [redacted]’s did have a snaking claim on May 22, 2017, where we did receive the invoice for $335 and we paid the full amount of the invoice less his service fee. The check was issued on June 16, 2017. If Mr. [redacted] did not receive this refund, we ask he call accounting at 1-866-231-0219 and reference his work order [redacted]. These are the only 2 claims 2-10 HBW had receive a diagnosis on. If Mr. [redacted] had any other claims, there would be no compensation as work was done without our prior approval.
 
We apologize to Mr. [redacted] that she did not receive the quality service that he expected as 2-10 HBW is committed to providing superior home warranty protection and customer service. His feedback allows our company to serve our customers better. We will have his concerns including the lengthy hold time he reported with purchasing.
 
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 Dr. [redacted]. We have located Dr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
2-10 HBW is open on weekends. As explained in the Agreement under; How do I request service? “Contact us at 2-10.com/homeowner or 800.775.4736, 24 hours a day, 7 days a week to place a service request.”
 
If Dr. [redacted] would please also reference her Agreement. In BOLD lettering under; “Who pays what? 2-10 HBW will pay or reimburse you for costs that have been pre-authorized for a covered repair. Service performed without pre-authorization will not be paid.” This information is not in fine print. Additionally, in section A.1 of the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-authorize service by an independent service contractor. This is a strict policy that 2-10 HBW has always followed. As such, Dr. [redacted]’s snaking claim is not eligible for coverage and no payment will be made.
 
We regret that we cannot be of further assistance in this regard. 2-10 HBW has honored their obligations as specified in the terms and conditions of the Service Agreement. 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect May 18, 2017 and applicable claim....

Thank you for the opportunity to review and respond.
 
Our records indicate on June 14, 2017, [redacted] reported his air conditioner is staying on all the time because it can’t keep up. The independent contractor, [redacted] was dispatched to the property and reported online, found the system low on refrigerant, added 3 lbs. and leak seal and the unit is running and cooling at this time. On June 24, 2017, [redacted] was recalled to the property and found the compressor was grounded and [redacted] was authorized to replace the compressor. On July 20, 2017, [redacted] called in to advise the air conditioner is still not working properly. The independent contractor, [redacted] was dispatched and reported the condensing fan motor has failed After [redacted] replaced the motor and reported online; “checked refrigerant levels & electrical. Cycled system in cool mode at t-stat. System is working to manufacture's specifications.” On August 2, 2017, [redacted] called in requesting a new contractor. The independent contractor Done Rite was dispatched and reported the evaporator coil has a large hole and is leaking refrigerant. The leak seal did not hold, only 2 lbs. of refrigerant remaining. The representative realized that the large hole in the evaporator coil is an indication the leak had been going on for some time prior to the effective date of the Agreement and the claim was not eligible for coverage. Per the Agreement “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning
of the Service Agreement.” [redacted] was explained that he could get his own opinion if he disagreed with our contractors findings. On August 18, 2017, a specialist was assigned to [redacted]’s claim. On August 23, 2017, the specialist has noted that [redacted] has provided enough information to overturn our decision. [redacted] decided to take a replacement cash buyout of his gas package unit and have his own contractor upgrade his present system.
 
We apologize in advance to [redacted], if he did not receive the quality service that is expected from the employees or contractors assisting him. HBRWC is committed to providing superior home warranty protection and customer service. 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 Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect January 27, 2017 and applicable claim for his furnace...

submitted on January 27, 2017. Thank you for the opportunity to review and respond.
 
Our records indicate on January 27, 2017, Mr. [redacted] reported the heater turns on but does not stay on and will not warm the home. The independent contractor [redacted] [redacted] was dispatched to the home and reported the control board is shorted.
 
The furnace claim was submitted on January 27, 2017, the same day as the Agreement’s effective date of January 27, 2017. Per the Agreement under the Terms & Conditions; 3. “are in place and in good and safe working order at the beginning of the Service Agreement.” The first day of the Agreement is the beginning of the Service Agreement. This is the reason the claim was not eligible.
 
We do apologize that we could not be of further assistance in this regard. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/10) */
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 [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
After careful review, we have verified that the $515 offer made to [redacted] is correct. On July 13, 2014 [redacted] contacted HBRWC to place a claim. This was dispatched to an independent service contractor, [redacted] & [redacted] as explained in the 'How Do I Request Service?' section of the Agreement when it states, "Contact us at 2-10.com/warranty or [redacted] 24 hours a day, 7 days a week to request service. We will contact an authorized, independent service contractor within 4 hours during normal business hours and within 48 hours on weekends and holidays to assist in evaluating your request."
Both [redacted] and the second contractor that was dispatched contacted [redacted] to schedule her for their next available appointment. We apologize that immediate service was not possible. At the same time, we would note that our Agreement does not guarantee a timeframe for when a contractor can go to a property. Rather, section B-9 of the Agreement states, "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."
On July 14, 2014 [redacted] requested to use her own service contractor. At that time, she was advised of our out of network procedures, which are also explained in section A of the Agreement. These requirements are that the contractor be licensed and insured, contact our company with a diagnosis and price quote prior to making repairs, and that the customer acknowledge we reserve the right to a second opinion and will only offer to reimburse based on what we would typically pay a preferred service vendor. These were also emailed to [redacted].
On July 21, 2015 HBRWC received a written report from [redacted] & [redacted] This stated that the furnace blower motor had failed and would need to be replaced. The contractor also found a crack in the heat exchanger and thus recommended the entire furnace be replaced. HBRWC offered to reimburse $515, the typical cost that HBRWC would pay for equipment and labor on a furnace replacement. We would note that this was per section A-2a which states, "Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is 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 contract, 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. We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions."
We apologize if [redacted] finds this offer to be too low. However, we would reiterate that she was advised in advance that any offers would be based on HBRWC's typical costs and a retail amount. Furthermore, throughout this process [redacted] did have the option of having an in-network contractor go to the home instead.
Finally, we would advise that the $10,000 amount that [redacted] mentions was for a full replacement of both the furnace and the air conditioning system. As there were no mechanical failures to the air conditioning system, this portion of repairs was not eligible for coverage per section 2 of the Agreement: "We provide service for covered systems and/or appliances that: do not operate correctly due to normal wear and tear."
We apologize that we are not able to be of further assistance with this matter, but regret we have verified that the $515 reimbursement offer will stand. With this said, we do appreciate [redacted] bringing his to our attention so we may evaluate the matter further and we look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several accounts of this response which are untrue.
1) 2-10 states "Both Elite Appliance and the second contractor that was dispatched contacted Ms. [redacted] to schedule her for their next available appointment"...This is not true. I was not contacted by Elite Heating & Air Conditioning or the second contractor. I contacted them and after several attempts received a return phone call. When they were unavailable for 7 days, I contacted 2-10 requesting another provider be assigned. The second contractor did not contact me. Again, I reached out to them the following morning and was advised they were also scheduling over 7 days out. At that point, I contacted 2-10 requesting assistance and inquired about other options.
2) 2-10 states "On July 14, 2014 Ms. [redacted] requested to use her own service contractor. At that time, she was advised of our out of network procedures, which are also explained in section A of the Agreement. These requirements are that the contractor be licensed and insured, contact our company with a diagnosis and price quote prior to making repairs, and that the customer acknowledge we reserve the right to a second opinion and will only offer to reimburse based on what we would typically pay a preferred service vendor. These were also emailed to Ms. [redacted]"....I was not emailed any documentation regarding their policy on Out of Network contractors on July 14th. Additionally, the representative I spoke to on the phone explained the Out of Network reimbursement policy and only stated that reimbursement would be based on "National Pricing Guidelines". There was no mention of reimbursement being based on "what they would pay their In Network provider to do the work".
3) Yes, I know the $10,000 quote was for Air Conditioner and Furnace. At no point have I asked for reimbursement for the Air Conditioner. I've only sought reimbursement for the furnace.
4) 2-10 states "However, we would reiterate that she was advised in advance that any offers would be based on HBRWC's typical costs and a retail amount. Furthermore, throughout this process Ms. [redacted] did have the option of having an in-network contractor go to the home instead."....As mentioned in item #2, I was not told it would be based on "HBRWC Typical Costs". I was told reimbursement would be based on National Price Guidelines. After receiving 3 quotes, all of which were within $300 of one another, I know that I was not reimbursed based on this National Price Guideline as told. At no time was it mentioned to me until after seeking reimbursement that the amount would be based on "HBRWC Typical Costs".
Final Business Response /* (4000, 10, 2015/09/02) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. Thank you for the opportunity to review further.
In response to Ms. [redacted]'s first statement: The contractor's next available appointment was 7 days after the time that she called. HBRWC was correct when we advised that the contractor scheduled based on their soonest availability. We apologize for any inconvenience this may have caused by would again note that her Limited Home Service Agreement ("Agreement") does not offer any timeframe guarantees for when an appointment will be scheduled.
The National Price Guides that Ms. [redacted] refers to is a shorthand way of explaining section A-2a of her Agreement. Any reimbursement offered is based on the cost that HBRWC would pay a preferred in-network service vendor for repairs aka the "typical costs" that Ms. [redacted] describes. Thus we would advise that this offer was made per the terms and conditions outlined in her Agreement.
We would also again reiterate that Ms. [redacted] had the opportunity to decline the out of network service contractor if she found the buyout offered unsatisfactory. She declined that option. HBRWC was transparent with Ms. [redacted] and advised of the total amount that would be offered prior to her having repairs completed. This buyout offer was later accepted by Mr. [redacted], and processed on August 1, 2015. As such, while we apologize if Ms. [redacted] misinterpreted the information she received, she none-the-less was made aware of the cost offer before determining to proceed with the system replacement.
We would again reiterate that HBRWC offered coverage for these repairs per what is stated in Ms. [redacted]'s Agreement and we will not increase this from the $515 total.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
We would refer Mrs. [redacted]’ to our previous response in which we indicated this not a plumbing issue and not eligible for coverage. There must be a leak or break in the line for the claim to be eligible. Our records show the reimbursement of the service fee of $100 was processed on October 13, 2016. If Mrs. [redacted] has not received this check by now. We ask she call the accounting department at ###-###-####.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect September 21, 2017 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on the morning of September 24, 2017 Ms. [redacted] reported online she moved in on 9/21/17 and had hot water through 9/23/17; this morning no hot water. The independent contractor, [redacted] Plumbing was dispatched and reported “the unit was not coming on; he was able to get it back up and running. It is leaking internally because there are water rust stains coming from the top and down the sides. The water heater could have been leaking for at least a few months.”
 
The claim was reviewed due to the claim was called in 3 days after the Agreement’s effective date with evidence of rust. It takes much longer than 3 days for rust build up. It was determined the water heater rust could not have occurred within the time the Agreement has been in effect. There was enough evidence to determine the water heater was not in good working order at the beginning of the Service Agreement and the claim was denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement.” Ms. [redacted] disputed the denial as there is no active leak. The representative contacted [redacted] to confirm. The technician stated there is not an active leak.  It is rusted up and the unit cannot be repaired due to rust from a previous leak.  There is rust all up and down the outside of the unit along with the interior.
 
The inspection report was received. Under Plumbing 5.K; “Water heater is old, with rust stains indicating leaks; replacement is recommended.” This is also indicative of a long-term problem with the water heater. The claim remains denied as the water heater was not in good working order on the effective date of the Agreement. The inspector recommended the water heater be replaced but the inspector’s recommendation was disregarded. The home inspection disclosed to the homebuyers the recommendation to replace and they could have perhaps required the sellers to replace the water heater.
 
We regret that we cannot 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,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the complaint submitted under case number [redacted] by [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 the inconvenience that [redacted]’ experienced as a result of the ongoing failures to her heat pump.  Per our records, five claims have been placed since she first became a customer with us in 2013 and that multiple visits have been required.  As such, [redacted]’ is correct that this system has major failures and that repairs have not helped to correct these failures.  While HBRWC does opt for repairs over replacement when the repairs are feasible, we do agree with [redacted]’ that her system should be replaced to prevent any more recurring issues.   HBRWC acknowledges that per the report that part of the cause of these issues is that the system was not installed/repaired by contractors who were at the property for previous visits.  We do take this matter very seriously, and apologize.  HBRWC strives to provide professional, high quality contractors and it is completely unacceptable that a contractor our company dispatched would have not installed items correctly.  For this reason, we are actively reviewing the contractors in question internally so we may take the appropriate corrective action.   In the meantime, [redacted]’ has agreed to allow the service contractor Four Seasons HVAC to the property so we may have the system replaced by this contractor.  We will be paying all costs associated with this repair, including items that would be considered the customer’s responsibility under the Agreement due to the circumstances.   At this time, [redacted]’ has been updated via telephone about the course of action that is being taken.  We will continue to speak with [redacted] as new information becomes available, and specifically, once we are able to authorize Four Seasons for the replacement.  We appreciate [redacted] bringing this to our attention since we do take these matters very seriously and would again like to apologize for the inconvenience that this matter has caused her.   Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here...