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 April 12, 2017, [redacted] reported “online” her air conditioner is not blowing air through the vents. The independent contractor [redacted] was dispatched to the property and reported the thermostat failed and it was replaced. We had not heard from [redacted] until August.
 
On August 13, [redacted] set up a different claim “online” for the same air conditioner. This caused quite a bit of confusion. A different independent contractor [redacted]’s was dispatched under this claim and reported online, the air conditioner is too small for the home. On August 22, 2017 [redacted] called in and the representative realized this was for the same air conditioner and set up a possible recall on the original claim for [redacted]. [redacted] was refunded her service fee. [redacted] was dispatched and reported there were multiple leaks throughout the indoor and outdoor coils. It was decided to replace [redacted]’s air conditioner system with a 14 seer R410a system. [redacted] On August 24, 2017, [redacted] was authorized to do the work and HBRWC ordered the [redacted] Equipment for the [redacted] to pick the equipment up locally. [redacted] scheduled with [redacted] to install the system on September 1, 2017. On September 1, 2017, [redacted] called us and advised that the local [redacted] had the equipment but they did not have the Purchase order paperwork to release the equipment. The representative confirmed with [redacted] that the order has not been received. [redacted] is having a nationwide issue with equipment orders as they recently changed vendors who handled their customer service needs. [redacted] has assured us that this is a short term problem. A representative in contractor relations made contact with the National Account Manager for [redacted] and asked for her help to get this equipment ready for pick up today, 9/1/17. She was able to do this but now, [redacted] could not install the system until Saturday morning, September 2, 2017. The representative updated [redacted].
 
In [redacted]’s desired settlement she is requesting to be refunded for the purchase of her out of pocket expenses. 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. The out of pocket expenses are paid directly to the independent contractor. These funds are kept by the contractor and not transferred to HBRWC. In addition, the Agreement does not provide for any type of financial restitution per the Terms & Conditions of the Agreement; B-6. “We are not liable for incidental, indirect, special, punitive or
consequential damages or for bodily/personal injury or property damage.” We regret that HBRWC is unable to compensate [redacted] for her out of pocket expenses.
 
[redacted] is also requesting a refund of the cost of her 210 warranty plan. HBRWC would not be able to refund the cost of her Agreement as the service costs has exceeded the cost of the Agreement. As stated in section H of her Agreement, which states: “If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
 
We apologize to [redacted] that she did not receive the quality service that is expected. We thank her for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Our records indicate the contractor reported the furnace has a cracked heat exchanger. HBRWC decided to move forward with the replacement of the furnace. [redacted] is requesting a furnace replacement buyout instead of having her furnace replaced by HBRWC. It is our understanding, [redacted] wants...

the replacement buyout amount because she wants to upgrade to a more efficient furnace. HBRWC’s Agreement will just replace with like-kind.
 
The total cost HBRWC would pay to replace the furnace or pay as a Replacement buyout is $731.
 
$ 75 service fee/labor to date owed the contractor
$230 Labor to install HBW supplied furnace
$426 Furnace cost
-------
$731 HBRWC’s total cost to replace furnace less $75 service call/labor to date = $656 replacement buyout
 
[redacted] believes she is paying the service fee twice when she was offered the $656 buyout and feels she should get the $731 as the buyout. However, the independent contractor is owed $75. If we were to pay [redacted] the full $731, we would then have to pay the contractor $75. HBRWC would then be out of pocket $806, but if we went with the replacement of the furnace, it would only cost HBRWC $731. The point being; why would HBRWC pay more out on a replacement buyout vs replacement of the furnace? HBRWC would pay the same amount regardless where the funds go.
 
We do apologize for the confusion this caused. A representative of this department called [redacted] and left a voice message that we have reimbursed the $75 service fee (this is a gesture of goodwill). [redacted] will need to call us back to accept the $656 replacement 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 11418065 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that became effective April 18, 2016 and applicable...

heat pump claim that was placed April 26, 2016. 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 April 26, 2016, [redacted] reported is heat pump will not come on and it is blinking an error code. Independent service contractor, Carolina Healthy Homes Heating & Cooling (“Carolina”) was dispatched to the home to evaluate the heat pump. Carolina reported the system was void of Freon. There was a significant leak in the upstairs evaporator coil. He stated it blew out probably from a weak point and the leak detector went off as soon as he got upstairs. Under most circumstances, Freon leaks start out small and grow larger over time. For a system to be void of Freon, is an excellent indicator the leak(s) has been present much longer than the warranty effective date. The Agreement was 8 days old at the time the claim was placed. Mr. [redacted] was explained the claim was not eligible per the Terms & Conditions of the Agreement 3. “are in place and in good and safe working order at the beginning of the service period.” There were two occasions where HBRWC requested the home inspection from Mr. [redacted] for review. The home inspections would show us the heat pump was tested and in good working order at the beginning of the service period. Mr. [redacted] had declined to forward the inspection. A representative of this department called Carolina and spoke in depth with the technician. In the technician’s professional opinion, he rarely sees instances where there is a blowout like this, but it can happen. This could be one of those times. The blow out of the evaporator coil could have occurred within the timeframe of the Agreement. A representative of our department has called Mr. [redacted] on April 29, 2016 and May, 2, 2016 to discuss this matter in more detail. A voice mail was received both times and a message left which also provided a direct contact. An email was also sent to Mr. [redacted] with a settlement proposal; one which includes the home inspection and one without the home inspection. We are presently waiting for his response. We again apologize for any frustration or inconvenience he has experienced. We strive to provide fast, reliable and a positive experience to all our customers. We value his business and look forward to hearing from him 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 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

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 (“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 August 31, 2017, [redacted] reported online, the air conditioner is not cooling. The independent contractor, [redacted] was dispatched. On September 13, 2017, [redacted] reported the compressor ceased up and is no longer working. [redacted] was authorized to replace the compressor but did not have all of the information available to place the order. After numerous attempts to [redacted], the information was received and the compressor was ordered with an ETA of 10/2/17. At this time, we do not why it took [redacted] so long to schedule with [redacted] or get back with us with the additional information. The contractor was sent to our contractor relations department to address the contractor. The representative from contractor relations made numerous attempts by phone and email to contact [redacted] but they were being non responsive. Another independent contractor was located and reported the same failure. The contractor was authorized to replace the compressor. A representative has been assigned to this case until completion.
 
2-10 HBW apologizes for the unprofessionalism of the independent contractor, [redacted]. We do understand how frustrating it can be without a working air conditioner. All of the contractors that are utilized by 2-10 HBW are independently owned and operated and not employees of 2-10 HBW. A stern criteria of the independent contractors we utilize is to provide our customer’s fast, reliable, professional service. We had no control over [redacted] actions when they abandoned the claim. This is stated in the Agreement in the Terms & Conditions; B- 9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” We will do everything possible to expedite the repair. It is often a difficult decision to start the claim process over with a new contractor as this does create an extended delay versus staying with the contractor who already has the parts ready for install.
 
Again, 2-10 HBW apologizes to [redacted], that she did not receive the quality of service that is expected. We value [redacted]’s business and we look forward to serving her future warranty needs.
 
Sincerely,
[redacted]
[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

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]

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

respond.   Our records indicate on July 4, 2016, [redacted] reported his air conditioner is not cooling. Independent contractor [redacted] was sent the dispatch. The next day on July 5, 2016, [redacted] called in to report he had his air conditioner repaired. The representative explained this is not eligible for reimbursement because repairs were made without prior authorization. If [redacted] would please refer to page 3 of the Agreement under Who pays what?  “2-10 HBW will pay or reimburse you for covered costs that have been authorized. Service performed without prior authorization will not be paid.” Additionally, per Section A.1 of the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” There was a call placed to [redacted]. They are still in business.   We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  We appreciate [redacted] for bringing this to our attention as we do take these matters seriously. We respectfully request the Revdex.com consider this matter closed. [redacted] has since canceled his agreement.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
As our previous response indicated, the line to the water heater was not eligible as his contractor reported the fitting is improper and the tech repaired it. We are reevaluating Mr. [redacted]s claim as his contractor said something different then what he is saying. A representative of this department called Mr. [redacted] and received his voice mail. A message was left to call into claims management to straighten this matter out.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/06/10) */
The Office of the President at [redacted] Home Buyers Warranty of Virginia, Inc. ("[redacted]) is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have located Ms.[redacted] Limited Home Service Agreement...

("Agreement") and applicable claim. Thank you for the opportunity to review and respond.
We do apologize for any frustration that Ms.[redacted] may have experienced during the claim handling process. Our records indicate that on [redacted] 15, 2015 the independent service contractor who evaluated Ms.[redacted] unit stated that the evaporator coil was leaking and would need to be replaced. This part was ordered on [redacted] 18, 2015 with the instructions that the part was to be shipped to the service contractor.
On [redacted] 22, 2015 [redacted] was contacted by Ms.[redacted] who stated the service contractor had received the parts but was not able to make the repairs until June 10, 2015. Later, the service contractor was able to change this appointment time and complete repairs on June 2, 2015.
In her response Ms.[redacted] does state that she was not treated in a professional manner by a [redacted] representative. [redacted] strives to provide polite, professional service and anything less is unacceptable. We will have these calls reviewed internally.
We sincerely apologize for the delay that Ms.[redacted] experienced. With this said, we regret that we are not able to reimburse Ms.[redacted] the $1500 that she is requesting. As the repairs were completed by the service provider, it is that contractor who is owed payment for repairs.
Similarly, we are not responsible for reimbursement of any of the $1,000 cost that Ms.[redacted] quoted was paid due to the delay in the repairs pursuant to section B-5 of her Agreement which states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage."
Again we apologize for the inconvenience that Ms.[redacted] experienced. We would like to thank her for bringing this to our attention so we may evaluate the matter further. As the repairs have been completed, we respectfully request this matter be considered closed.
Sincerely,
[redacted] Reeves
Office of the President
[redacted] Home Buyers Warranty of Virginia, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from [redacted] Home Warranty because I do not feel that they are taking responsibility for their part of this issue. However, the contractor has completed services so if the Revdex.com decides to close this complaint that is fine with me.
Final Business Response /* (4000, 9, 2015/06/22) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal by Ms.[redacted]. Thank you for the opportunity to review further.
We apologize if Ms.[redacted] feels that HBRWC is not taking her concerns seriously. As our previous response indicated, we are reviewing the calls with our company. As this is an internal investigation involving individuals employed by HBRWC, we do not release our findings or decisions customers. We appreciate Mr. Vaughn's understanding.
Sincerely,
[redacted] Reeves
Office of the President
Home Buyers Resale Warranty Corporation
Final Consumer Response /* (2000, 12, 2015/07/08) */

After review of the claim, there were no local contractors in her area to service her air conditioning.  She was asked to locate a contractor on her own outside of our network.  This happens on occasion and is explained in the service agreement.  However, we understand it can add...

frustration to an already hard situation; no air conditioning.On September 7th, our Customer Experience team received a call from Ms. [redacted].  When we spoke to her, we attempted another search with no success so we offered Ms. [redacted] again the option of out of network with a pre-authorization amount of $500.00.She was able to locate a contractor to replace a part on the unit for $268.00.  We issued a reimbursement check, mailed priority mail on September 13th.Our understanding is the claim is resolved for Ms. [redacted] at this point.

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

respond.
 
Our records indicate on May 10, 2017, [redacted] reported his air conditioner is not blowing cold air. The independent contractor, [redacted] ** was dispatched and reported the compressor has failed and recommended replacing the system due to the age of the ac. The only failure was the compressor. The air conditioner was manufactured in 2004. [redacted] could not justify why we can’t just replace the compressor when there are no other failures to the system. The compressors used in [redacted]s air conditioner are still manufactured. R-22 refrigerant is still widely used and our suppliers cost is approximately $25 per lb. [redacted] was sent to our contractor relations department to investigate and address. On May 18, 2017, it was decided to dispatch a different independent contractor, [redacted] advised they could go out the next day with a compressor and install it. A representative called [redacted] to give him the news. [redacted] advised he’s not interested in using any service contractors from HBRWC and he will replace the system on his own. He doesn't want any more HBRWC contractors at his home and will refuse service from HBRWC contractors.
 
[redacted] has already cancelled his Agreement with HBRWC. The Agreement was cancelled per the Terms & Agreement, section F “If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s),” We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process. 
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 6, 2015/10/15) */
The Office of the President at Home Buyers Warranty VI ("HBWVI") has received Mr. [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBWVI sincerely apologizes for any delay or inconvenience Mr. [redacted] experienced. We...

strive to provide fast and reliable service to all our customer and anything less is unacceptable. This matter will be investigated internally.
Our records indicate that the HVAC replacement was completed on October 6, 2015 as Mr. [redacted] has requested. HBWVI respectfully requests the case be closed at we have already reached Mr. [redacted]'s desired outcome. We would like to thank Mr. [redacted] for bringing these matters to our attention as we do take them very seriously. We look forward to servicing his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Warranty VI
Initial Consumer Rebuttal /* (2000, 8, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 July 17, 2017, [redacted] reported his air conditioner is not blowing cold air. the independent contractor, [redacted] accepted the dispatch and reported the furnace variable speed blower motor has failed and the blower motor was ordered. After [redacted] received the motor, they found is was incorrect. Parts researched determined it would be best to just replace the entire furnace. There were numerous attempts to get a hold of [redacted] to explain this. [redacted] was non responsive. When we finally spoke to [redacted], they did not want to replace the entire furnace. A representative spoke to [redacted] and understood his frustration with the delay of the claim. The representative offered [redacted] another contractor or a cash buyout of a furnace. [redacted] accepted the cash buyout. In addition, the representative refunded his service fee.
 
We apologize to [redacted] that he did not receive the quality service that is expected. 2-10 HBW is committed to providing superior home warranty protection and customer service. We thank him for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service.
 
Sincerely,
[redacted]
[redacted]

Initial Business Response /* (1000, 4, 2015/08/05) */
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on July 6, 2015. Thank you for the opportunity to review and respond.
We do apologize for any...

frustration or inconvenience [redacted] may have experienced during the service request handling process. The service contractor and response time issues have been investigated further internally by our company to enhance our service request handling process.
In [redacted]'s inquiry she mentioned a two month service request completion time frame and $106.00 compensation for this time, multiple service contractors dispatched and multiple scheduling and repairing issues.
Careful review of [redacted]'s service request revealed it was placed with our company on April 19, 2015. We dispatched [redacted] & [redacted] LLC, an independent in network service contractor, to respond. The service contractor was unable to confirm the cause of the air conditioning system not functioning properly and we dispatched another service contractor, [redacted] for another opinion. We acknowledge there appeared to be scheduling and communication issues with [redacted] and, therefore, we dispatched [redacted] & [redacted] an independent in network service contractor, to respond and diagnose. [redacted] & [redacted] replaced the leaking evaporator coil and the compressor was confirmed failed. The compressor was authorized and replaced, however, the system was still not functioning properly. After we reviewed the history, parts, repairs and replacement options, we authorized the service contractor to replace the condensing unit on July 29, 2015.
Although we strive to provide our customers with fast and reliable service, unforeseen mechanical issues can contribute to delays. Since multiple unforeseen mechanical issues presented during [redacted]'s service request handling process there were additional dispatches and service appointments scheduled. These dispatches and service appointments contributed to the time frame of [redacted]'s service request handling process.
In regards to [redacted]'s request to be compensated for $106.00, we are not in a position to accommodate that request. With that said, we acknowledge [redacted] paid non-covered costs of $93.00, for recovery and disposal to have the condensing unit replaced. If [redacted] provides a receipt for these paid costs we can reimburse her $93.00, as a goodwill gesture. We ask [redacted] to send her receipt to [redacted]@2-10.com.
We thank you for your understanding concerning this matter. We do take these matters very seriously and we thank you for bringing these concerns to our attention.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 6, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The unit failed again on 7/18/15 & a call was placed to 2-10 and the claim was reopened. It was determined & approved that the entire AC outside unit would be replaced. This should have been fixed on 8/14/15 but instead we're still waiting & the AC has not been fixed because the wrong unit was ordered. So here we are another month without AC & still no resolution. This has been a drawn out process & extremely frustrating to me as the customer. Although I appreciate the willingness to reimburse the $93 we now are looking to pay about $350 for non-covered costs when the contractor does indeed replace the AC unit. I would like to be reimbursed for these costs due to time frame that this has taken & the fact that my family had to endure all of summer with no AC in our home when the initial claim was placed on 4/20/15.
Final Business Response /* (4000, 8, 2015/09/02) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Ms. [redacted]. Thank you for the opportunity to review further.
Our records indicate that the independent service contractor [redacted] & [redacted] reported that the indoor air handler would need to be replaced in addition to the condensing unit that was initially ordered. Since there were no more 13 SEER condensing units available in Kentucky, it was necessary to replace the indoor equipment in order for the system to be compatible.
On September 2, 2015 [redacted] & [redacted] reported they had received the equipment and would be calling Ms. [redacted] to schedule a repair time shorty. Due to the delay, we have authorized Mr. [redacted] for the $351 in non-covered charges associated with these repairs. As such, Ms. [redacted] will not be responsible for paying this amount.
We would like to thank Ms. [redacted] for bringing this to our attention, and look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Complaint Response Date bumped because: Holiday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and provided that the check payments noted arrive in next 10-14 days, then this resolution will be satisfactory to me.  
Sincerely,
[redacted]

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

and respond.
 
Our records indicate on July 5, 2016, [redacted] reported her air conditioner is not blowing cold air.
Independent service contractor, [redacted] was dispatched to the home and reported the system was 2 lbs. low on refrigerant, recharged and the replaced the capacitor. A recall was set up for the contractor to go back to the home. The contractor was several hours late for the appointment. Mrs. [redacted] requested another contractor. Independent contractor [redacted] was dispatched and found the a/c low on refrigerant and a failed contactor. Mrs. [redacted] called in on July 20, 2016 to put in a complaint on [redacted] for putting her off for days and never in the office. Another independent contractor [redacted] was dispatched and reported the evap coil is leaking, the service valves are leaking and the wiring is deteriorated inside the unit. [redacted] declined the work due to they do not have a pricing agreement with HBRWC and they wanted to replace the entire system including the furnace without justification. There is nothing wrong with the furnace. There was a replacement buyout for the air conditioning replacement less the furnace calculated and offered to the [redacted]. Mr. [redacted] accepted the offer as a full and final settlement. The check was sent overnight
 
HBRWC apologizes to [redacted] for the experience she has had concerning our customer service and the contractors. When there is a heat wave throughout the United States, this can create higher than normal calls and call backs in the call center. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service. We appreciate [redacted] for bringing this to our attention as we do take these matters seriously. We respectfully request the Revdex.com consider this matter closed as she has decided to cancel her warranty.
 
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].  Thank you for the opportunity to review further.
 
Mr. [redacted] did send in the home inspection dated December 13, 2016. The inspector noted that the furnace was working at this time. However the inspector has noted: “NOTE: Furnace was older and inefficient, recommend budgeting for new furnace.” With this information and the fact that the furnace claim was called in on the same day. It was determined that the furnace was not in good working order at the beginning of the Service Agreement.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. We have reimbursed Mr. [redacted]’s service fee of $100. It will take approximately 10 to 14 business days for him to receive the check.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11089240 for [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on November 10, 2015, [redacted] reported his furnace was not heating. The independent service contractor, US Heating and Air was dispatched to the property to evaluate the claim further. On November 12, 2015, the contractor reported they found the flame rollout switch was tripped. The technician reset the switch and started the furnace and it operated as it should. On January 6, 2016, US Heating and Air was recalled out to the home concerning the same issues. The technician found the flame rollout switch tripped again. This time he would like to replace the switch but he was not able to locate it. Our parts inquiry department researched the part and located it. HBRWC found it best to dispatch another opinion at this time. On January 14, 2016, Independent service contractor Chesapeake Plumbing & Heating, Inc. was dispatched to the home. On January 19, the technician reported they found the wire to the roll out switch was burned. They replaced the wire, did a complete diagnosis and found no further issues. HBRWC was not aware that [redacted] would be out of town from the original claim date and the recall claim date. A representative of this department called [redacted] and the furnace is working as it should. In addition, as a gesture of goodwill, we offered his service fee reimbursed and he accepted the gesture. We thank [redacted] for bringing his concerns to our attention as these matters are taken very seriously.  We strive to provide the best service possible.  HBRWC values [redacted]’s business and looks forward to servicing his future warranty needs. Sincerely [redacted] Office of the President Home Buyers Resale Warranty Corporation