2-10 Home Buyers Warranty

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

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

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.)

We are sorry we are unable to find coverage Mr. [redacted] refrigerator claim.We have researched the claim.  The information provided to us was the outlet the refrigerator was plugged into failed, not the refrigerator.  In turn the refrigerator stopped cooling and the food inside the unit...

became rotten.  Based on the information provided to us, is the unit was cleaned out and cooling but it still had a smell from the rotten food.  We are empathetic with Mr. [redacted]'s situation but we are not responsible for food spoilage or for consequential damage caused by the food spoilage.  Now there was mention of a bad outlet, we can provide coverage for the cost to repair the outlet, if Mr. [redacted] would like to provide us a receipt.  He can send that to [redacted]. Should Mr. [redacted] have additional information to provide us, such as a failure to the refrigerator from a contractor estimate/diagnosis we will re-open the claim and review.

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 (“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.
 
Our records indicate on February 18, 2018, Mr. [redacted] requested service for his dishwasher as it is leaking. The independent contractor, Appliance Guys was dispatched and reported the dishwasher is leaking from the spray arm, seal on fan and door gasket. The upper spray arm is shooting water directly at door due to small split in plastic. Fan gasket is allowing water to drain in to fan motor making unit not dry properly. Tub gasket is warped on one side allowing larger leak on left side of unit.
 
The contractor was authorized to repair the dishwasher and the parts were ordered. Then on March 9, we were notified that the dishwasher was, again having issues. Appliance Guys were sent back to the home. The technician reported that the door seal unit is still leaking because the stainless steel tub inside the dishwasher is warped causing it not to line up with the seal to keep water from leaking. Mr. [redacted] got his own opinion who advised it is the sump pump leaking and the door is not leaking. 2-10 HBW dispatched Sears. Sears advised that the customer is using too much soap. At this time, there are 3 different diagnostics. On April 10, to settle this matter, a representative did offer Mr. [redacted] our cost of $215 to replace the pump. Mr. [redacted] first, wanted to try not to use soap for a few days. There was no further update from Mr. [redacted] until this notice was received.
 
Our appliance expert has reviewed the diagnostics from all contractors: “The unit may very well be leaking from the pump. This can occur when using too much soap or the wrong kind of soap (dish soap). The soap will eat away at seals in the pump section as not all water actually get pumped out of the sump portion of the pump and motor. If dish soap is used, it will suds up copiously and the suds will push out of every crack/crevice it can find and make unit look like it is leaking.” Our suppliers cost of the pump is $146.80. It is beyond our expert as to why Mr. [redacted]’s contractor is charging so much. We have 3 different opinions. If we move forward with the replacement of the pump and find it is the tub that is warped, the repair would have been for nothing. With this said, 2-10 HBW has offered the [redacted]’s a comparable unit or the equivalent buyout.
 
2-10 HBW would like to apologize for the inconvenience and delay Mr. [redacted] has experienced. It is not very often, we get 3 completely different professional opinions. We value Mr. [redacted]’s business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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

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”) that went into effect January 3, 2018. Thank you for the opportunity...

to review and respond.
 
If Mr. [redacted] would please refer to his Agreement. On the first page, he will see the print date of the Agreement as 1/18/18. The Agreements are mailed out between one to two days after the printing of the Agreement. He should have received his Agreement within the first 30 days. We do apologize if the postal service did not deliver it in time. It is also not our responsibility that Mr. [redacted] was not told that the seller purchased the Agreement for him. If he was told, he could have requested an electronic copy of the Agreement.
 
We regret that we cannot be of further assistance in this regard, as it is past the first 30 days from the effective date of the Agreement to add optional coverage.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.   Our records indicate on July 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 (“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

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 [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

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 (“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]

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, 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) */

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
Concerning the faucet, we would refer to [redacted] to our previous response. There is a maximum limit on the Faucet coverage of $150, this includes the faucet and labor to install the faucet. This is listed under the Agreement on page 5 under DOLLAR LIMITS PER SERVICE AGREEMENT: “Faucet repair and/or replacement - $150 per faucet.” A service fee was refunded on August 7, 2016 and she should be receiving this check within a few days. In addition, On August 15, 2016, the second service fee has been refunded. We request she allow approximately 10 business days to receive this check.
 
It is noted that High Priority Plumbing reported that that all the water heaters are tied in together. The technician believed that there is something wrong with the recirculation system which was explained as not eligible for coverage on the previous response. High Priority Plumbing did request another pair of eyes to look at the set up. HBRWC dispatched A Total Plumbing and they reported the water lines are plumbed incorrectly. A call was placed to [redacted] and explained what the contractor’s findings were. She disagreed and said she would like to get her own opinion. If [redacted] decides to get her own opinion. There are out of network guidelines that must be followed:
1. The contractor must be licensed and insured.2. The contractor must call in with a diagnosis for approval before starting repairs.3. HBRWC will only approve the cost for the repair based on our price guides.4. HBRWC reserves the right to an additional opinion.
 
There are no failures found to the water heaters for coverage to apply. At the beginning of the Terms & Conditions of the warranty “We provide service for covered systems and/or appliances: 2. Which do not operate correctly due to normal wear and tear;” In addition, there are no leaks or breaks in the plumbing for coverage to apply per the Agreement on page 5 “Water, drain, waste or vent pipe leaks
or breaks” As discussed in the previous response, to correct the improper is not eligible for coverage.
 
At this time, we regret there are no mechanical failures found that would be eligible for coverage under this agreement. If Kimberley Lankie decides to obtain her own contractor. We do take every contractor’s diagnostics serious. We do ask she follow the above guidelines and request that she calls in and we will be happy to email the guidelines to her.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") has received the additional response submitted by [redacted].  Thank you for the opportunity to review and respond. First, I would like to reiterate that both of the contactors have found no failures to [redacted]’s heat pump. All of the contractors that are utilized by HBWVA are independently owned and operated. They are all licensed and insured and not employees of 2-10 Home Buyers Warranty. A stern criteria of the contractors we use is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable. We dispute [redacted]’s statement concerning the check list our contractors use on behalf of HBWVA. HBWVA does not have a check list. Due to [redacted]’s allegations, this complaint was reviewed by our contractor relations department. They called both independent contractors and spoke with the owners. They both made it very clear that they do not have a check list. If they see a cleaning issue on an HVAC system, such as a dirty filter, they will notate it. They do not address any issues with the cleanliness of a household. It was confirmed by both owners, neither one of them utilize a check list of any kind. If [redacted] happen to receive a copy of this list, we would request he forward to us, then an internal investigation will be done on that independent contractor. The invoice from Residential Systems, that [redacted] the technician had filled out. There is no mention of the home not being clean. The invoice: “Not heating well, “cycled and confirmed operation. Filter clean, coil clean, blower amping in range, cap ok, no 24 volt at ‘W’ 8 ‘C’ for auxiliary heat, elect heat not amping, found thermostat not set up for heat pump without auxiliary heat. Set it up for heat pump with auxiliary heat, both banks of heat amping, unit running to manufactures spec’s, supply 109 degrees, 115 degrees with aux heat, 72 degrees return, will report findings to warranty co.” As stated, [redacted] the technician repaired the issue with the auxiliary heat, he checked the temps at the supply and return and they were at manufacturer’s specs. I have attached the invoice for Revdex.com review. In addition, HBWVA does not deny claims due to lack of maintenance or cleaning. If an eligible part or equipment failed due to lack of maintenance or cleaning. HBWVA would not cover the cost of the maintenance/cleaning, but would cover the cost of the eligible part/equipment that failed due to the maintenance/cleaning issue. We respectfully disagree with [redacted], when he stated “They call in a second opinion. They got a company to blame it on the thermostat.” We did not send out the second opinion, Residential Systems to blame it on the thermostat. This is an incorrect statement that we do not take lightly. HBWVA takes pride as a Warranty company. HBWVA was established in 1980 and have covered over 5.5 million new and pre-owned home with an A+ rating with the Revdex.com. Again, all of our contractors are independently owned and operated. They have their own reputation to stand by as well as their retail jobs outside of the warranty company. We do not tell them how to conduct their business. As a matter of compromise and to put this matter to rest, a third contractor was dispatched to diagnose [redacted]’s heat pump.  A representative of this department called [redacted]. A voice mail was received and a message with the contractor name and phone number. HBWVA has a deep respect for all our service men and women. Sincerely, Office of the President 2-10 Home Buyers Warranty of Virginia, Inc.

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


 
Our records indicate on May 26 2017, [redacted] reported online: “Not coming on, filter is putting sand back into the pool.  Switch to change from filter to backwash to waste is stuck.  Will not turn at all probably due to sand in system.” The independent contractor, [redacted] was dispatched to the property and reported the sand filter tank is cracked and leaking and the multi-port valve will not turn. [redacted] was authorized to make the repair; on June 6, the parts ordered. The supplier did not let us know of the eta until we contacted them on June 19 when it was found they were ready for pickup. On June 23, [redacted] contacted HBRWC and advised [redacted] asked [redacted] for help, he got upset and told him to leave his property. [redacted] requested another contractor, however there were no other contractors to service this area. The representative offered [redacted] to locate his own contractor. [redacted] was not able to locate a contractor willing to work with a warranty company.
 
After review of this claim, a cash buyout for the equipment and labor should have been offered to [redacted] based off of [redacted]’s findings. A representative called [redacted] and received his voice mail. A message was left with the cash buyout offer and as a gesture of goodwill, reimbursing the service fee. This was followed up with an email. We regret we will not reimburse the $160, [redacted] paid for the pool coverage as without this coverage in place, the cash buyout cannot be offered.
 
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process.  We value his business and we 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 [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 11, 2016, [redacted] reported she had someone to replace the water heater. The water heater blew up. The fire department was called and ultimately had to deal with her home insurance to take care of the consequential damage. The claim was denied due to there was no prior authorization given per the Agreement under page 3 “2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid.” This is also pointed out in the Terms & Conditions A-1. “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.”
 
We are understanding of [redacted] situation. A representative has contacted [redacted] and they have come to a satisfactory resolution. HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation