2-10 Home Buyers Warranty

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.

Initial Business Response /* (1000, 5, 2015/07/11) */
The Office of the President at [redacted] ("[redacted]") 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.
We do apologize that we were not able to offer coverage for [redacted]'s video surveillance system. The terms and conditions of the Agreement state in section A-4 that, "Service applies only to the Eligible Equipment which is specified as "covered" under Eligible Equipment. If a system or item is not specified as "covered," then it is not eligible for service." We do regret that surveillance equipment is not an item that is listed as eligible for coverage.
We have reviewed the calls in question in which [redacted] poke with [redacted] and have verified that [redacted] was not told that surveillance cameras would be eligible for coverage. As such, we do disagree with his statements that he was given misinformation.
Our records do indicate that on May 26, 2015 [redacted]'s Agreement was cancelled per your request. Any reimbursement will be pursuant to section I of the Agreement which states, "If this Service Agreement is canceled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the Agreement."
We thank [redacted] for bringing this to our attention so we may evaluate the matter further. We apologize that we are not able to be of further assistance in this regard.
Sincerely,
[redacted]
Office of the President
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What do you mean you disagree with the statement I made? I remember clearly what I mentioned to [redacted] when I sign up for this [redacted] that I want to be sure that my Security Camera will be cover under this warranty. He clearly told me that whatever that is connected to the House as part of their Home security coverage will be cover. I understood this contradict to what it says on your website and agreement. However, I did confirm this with him. He clearly mentioned to me that it is covered. I remember he even asked by [redacted] if the Home Security Camera that I have is attached to the house or not. I replied to him Yes, it is attached to the house. The same way I remember I mention to [redacted] if he is sure it is covered because it does not mention anywhere on his website that Security Camera is part of the coverage. but he again assured me it is. I am not surprised from your response on my claim. looking at how [redacted] mislead me to renew the home buyer warranty by telling me a different story and looking at your "review" saying that my claim is false; is a good example how unethical and decitful 2-10 [redacted] does business.
Final Consumer Response /* (2000, 10, 2015/07/15) */
Just to note, I have never file a single claim with this company. I do not need any other work on the house other than just to fix what I was told I am eligible to. which in case is my Security Camera. I was told that this is covered when I sign up. Since, I was not able to file this and I have not use any of your service. Why I cannot get my full money back? What is the reasons you are holding my money? tell me why? I don't want to hear your section agreement bull[redacted]. Other than you want my money for FREE?

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 January 20, Mr. [redacted] reported his refrigerator is not cooling. The independent contractor, [redacted] was dispatched. On January 28, [redacted] reported online, the fan motor is not working and in need of replacement. [redacted] orders their own parts. Then on February 12, [redacted] advised online, that his supplier told him the part has been on backorder and should be delivered within 5 days. There were several attempts to contact [redacted] to get clarification of the parts status. Each time a voice message was left. Our parts research team found that our main supplier showed the part is in stock but we could not get a hold of [redacted] to see if they had received the part they ordered. We were considering dispatching another contractor. 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 probably has the part ready for install. Later that morning, Mr. [redacted]’s called in and advised he has purchased the part and would like to take a repair cash buyout for the part and labor. The buyout was processed. On February 15, [redacted] reported online the part was received and a second appointment for install is needed. Since Mr. [redacted] had already taken the buyout, [redacted] was cancelled. We do acknowledge [redacted] was non responsive when status updates were requested. They have been sent to our contractor relations department to address the contractor’s lack of communication. If we were aware the part was on back order and they could not get the part in a reasonable time, they should have notified 2-10 HBW so we could have placed the order. There are some things that are out of our control, we have no control over parts delays and labor difficulties as described in the Agreement’s Terms & Conditions, B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.”
 
In regards to Mr. [redacted] request to receive the full cost of the warranty. The Agreement has been in effect since May 11, 2017 and past our Thirty-Day Guarantee to receive a full refund. If Mr. [redacted] is considering cancelling his Agreement with 2-10 HBW, he may send a written request to [email protected]. The Agreement would be cancelled as stated in section H of his Agreement, which states: “The Provider is the responsible party for honoring cancellation requests. Such requests must be received in writing. You may cancel this Service Agreement at any time (send your written request to us at [email protected])...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”. He is also requesting compensation for expenses (time, labor, stress and $100 compensation paid to a tenant without a working freezer for 25 days.) that are not covered under the Agreement. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. The Agreement does not provide for 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.” Mr. [redacted]’s service fee has been reimbursed. It will take approximately 10 to 14 business days to receive the check.
 
We apologizes for the inconvenience and delays caused by the contractor assisting with the service of the refrigerator.
2-10 HBW has honored our obligations as stated in the Terms and Conditions of the Agreement and we will not be offering any further payment.
 
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

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 December 30, 2016, [redacted] reported her touch pad, display not working and the microwave will come on by itself and will not turn off. The independent contractor, [redacted] was dispatched to the property to evaluate the claim further. The service fee is due when the contractor arrives. [redacted] would not accept a credit card payment. This caused a delay in gathering the diagnoses from them. On January 12, 2017, a floor support supervisor did call [redacted] to address her concerns including the service fee payment. The supervisor and [redacted] agreed to cancel American and dispatch a different contractor, [redacted]. Dispatching a different contractor does start the process all over again. Later that afternoon, American did call in and reported the microwave needs a control board.
 
On January 17, 2017, [redacted] reported the control board has shorted and needs to be replaced and the board was ordered. On February 2, [redacted] was contracted to check on the status. The office manager reported they have received the part and they have placed two calls to [redacted] to schedule install. The representative also called [redacted] and left a voice message to contact the contractor to schedule for the install. On September 9, [redacted] called stating she has not heard from the contractor since February 2. The representative called [redacted] and it was confirmed there was an install date for February 14 between 8-12pm. On February 14, [redacted] called advised the light and fan above is not fixed and the contractor had also broken the glass door. The representative refunded the service fee. On March 3, 2017, a representative called the contractor. It was reported that they were not able to keep their last appointment due to the technician was involved in a car accident. They rescheduled with [redacted] for afterhours repair due to this. It was also asked about the door glass and was told that they are aware of this and it will be addressed. The appointment was kept but found that they had to order additional parts. Another appointment was set but then was canceled. The contractor was called and reported that the technician had a family medical emergency and had to leave the state. The office manager advised she could have sent a different technician but [redacted] only wanted this one technician to service her microwave. The contractors work order was canceled and [redacted] was offered a replacement buyout which she has accepted and found this satisfactory.
 
We do apologize for any inconvenience and delays caused by the contractors assisting with [redacted]’s service. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: the issue is still NOT resolved. I do not have a complete working HVAC system. I have been in contact with [redacted] (spelling?) who appears to be helping find a solution, but isn't been fixed nor completed yet. The partial work that was completed by one of the contractors is still being reviewed for accuracy as well. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Not having an oven for 2 plus weeks and no one showing any sense of urgency. This has me wanting to cancel  my home warranty and take my business elsewhere. I was never informed about the buy out option of the old oven. I had to call to find out. Unacceptable. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  It is a waste of my time to keep going back and forth with this terrible company. I do not accept their response, but am done dealing with their nonsense.
Sincerely,
[redacted]

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 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 January 31, 2017 at 8:03 am mst, Mr. [redacted] reported “online” pipe leaking. The independent contractor [redacted] was sent the dispatch. 15 minutes later at 8:18 am, [redacted] called us and stated they attempted to schedule an appointment with Mr. [redacted] but Mr. [redacted] told her they already have an appointment with someone. HBRWC had not dispatched anyone else. At 8:34 am, there was a request to set up a drywall claim. The representative told the homeowner we need a diagnostics first. It was found Mr. [redacted] had used a contractor that was out of our network due to the urgency of the water leakage. The water to the building had to be turned off.
 
The Agreement has a $400 concealed maximum after the service fee for concealed plumbing leaks. This includes the drywall to a rough finish. Mr. [redacted] was explained this and was refunded the maximum of $400. This is located in the Agreement on page 4 under Plumbing “DOLLAR LIMITS PER SERVICE AGREEMENT: * Concealed/concrete encased water, gas, drain, waste, vent piping, leaks and breaks in the plumbing system - $500” and reduced by his $100 service fee. Per the Terms & Conditions A.2.a “If we elect payment, the amount will equal the lesser of: (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.” There were multiple unrelated leaks such as faucets, angle stops, valves that his contractor also repaired. Mr. [redacted] did not purchase the faucet coverage. Mr. [redacted] was reimbursed an additional $255 since these items were not concealed.
 
I would also like to point out that the work was done outside of the warranty and without our prior authorization. Per The Agreement under the Terms & Conditions “A. PROVIDING SERVICE
1. No claim forms are used, but we must pre-approve service by an authorized, independent service
contractor.” In addition, A.2.a “If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with independent service contractors (this amount is usually less than retail cost or your actual cost).
This out of network guidelines/instructions were also emailed to him as soon as we found out he went with his own contractor:
 
1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.
4.     The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made.  2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.
We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/08) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
We sincerely apologize for the...

delay that Ms. [redacted] experienced. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We acknowledge that the independent service contractor did not provide HBRWC with the necessary information to order equipment and complete repairs in a timely manner, and that this was preventable. We will have this matter reviewed further internally to prevent such situations occurring in the future.
Our records indicate that repairs were completed by the service contractor on September 14, 2015 and that Ms. [redacted] verified with HBRWC two days later that the system was operational. We appreciate Ms. [redacted]'s patience with this matter, and we look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/24) */
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.
We do apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process. [redacted] contacted our company with these concerns and it was determined at that time to obtain a second opinion due to the repairs not holding. On July 10, 2015 the independent contractor [redacted] stated that the air conditioning system has restrictions in the refrigerant line due to attempted repairs made by the previous contractor.
Upon learning this, HBRWC authorized the [redacted] to replace the outdoor heat pump and indoor evaporator coil pursuant to section B-1 of the Agreement which states, "We solely determine whether covered systems or appliances and their components will be repaired or replaced." HBRWC waived all non-covered charges that would be typically associated with such a system replacement, due to the error by the first contractor. The equipment was ordered and available for the contractor on July 14, 2015.
HBRWC was then contacted by [redacted] requesting the outdoor air handler be replaced instead of the coil. After review, HBRWC did overturn our initial decision and agreed to replace the air handler per her request. This equipment was ordered, but we do regret that this change has caused further delay. The air handler has an estimated time of arrival of July 29, 2015 at this time, though it is highly probably that the equipment will arrive sooner than this listed date.
HBRWC again would like to apologize for any inconvenience. We would like to thank [redacted] for bringing this to our attention as we do take her concerns very seriously. We will continue to follow up with the supply house and contractor to ensure completion of the repairs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’ 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

Revdex.com:
Thank you for your help because I have no doubt that if you didn't intervene this would have continued to drag on.  I agreed to a buy out so we can just put this behind us.
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 14, 2017, [redacted] reported the jets are not pumping out water; jet cracked. The bathtub jets are not specifically excluded. Jets are part of the bathtub which is not eligible for coverage as bathtubs are a “fixture” which is excluded from coverage under the excluded section in plumbing. In addition, if [redacted] would please refer to the Agreement under the Terms & Conditions; We provide service for covered systems and/or appliances: 4. are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;” Jets are not listed as an eligible item in the plumbing section and therefore not eligible for coverage.
 
In regards to [redacted]’s desired settlement, requesting a full refund of his Agreement We would be disappointed to see [redacted] cancel his Agreement. If [redacted] is still considering cancelling with HBRWC, he may send a written request to [email protected]. The Agreement would be cancelled as stated in section F of his Agreement, which states: “If you cancel this Buyer’s Agreement, you shall be entitled to a pro-rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges…”
 
We do apologize that we will not refund the full amount of the Agreement. HBRWC has fulfilled 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 (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Miss [redacted]. We have located Miss [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate on February 15, 2018, Miss [redacted] reported her unit short cycles. The independent contractor, [redacted] was dispatched and reported the indoor evaporator coil is leaking and needs to be replaced. He also advised the outdoor condensing unit is dirty and should be cleaned. Miss [redacted] has our standard plan. There is the Supreme Protection option that can be purchased where it will pick up costs such as haul away of the old coil, refrigerant recovery and code coverage. A representative of this department called Miss [redacted] to clarify what the contractor’s findings were and to discuss the out of pocket charges. The indoor evaporator coil is being replaced as it is leaking. There is no failure to the outdoor condensing, so there is no need to replace it. Miss [redacted] advised she had her system professionally cleaned last October. [redacted]’s cost for duct modifications was not an out of pocket cost as originally thought but 2-10 HBW’s cost. According to our notes, the out of pocket costs should be no more than $168. Miss [redacted] agreed to this.
 
We do apologize for any frustration or inconvenience that Miss [redacted] may have experienced during the claims handling process. 
 
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 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 14, 2017, [redacted] reported her ac in the game room is blowing hot air. The independent contractor, [redacted] was dispatched to the property and reported “online” the condensing coil is leaking and the compressor is burnt out. This was sent to our parts research department to compare replacement of the condensing unit vs repairs. Parts research needed additional information from the contractor. Parts research needed to know if we replace the condensing unit, would the indoor evaporator coil be compatible. There were numerous attempts to contact [redacted] without a response. [redacted] was sent to our contractor relations department. [redacted] was then contacted and the contractor confirmed that the indoor evaporator coil would be compatible with a new condensing unit. The condensing unit was ordered and ready for pickup as of July 10, 2017.
 
We do apologize to [redacted] for the inconvenience and delays of her air conditioning. We strive to provide fast, friendly and reliable service to all our customers. We value her business and we look forward to serving her 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 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 February 18, 2017, [redacted] reported online the water is not draining from the washer. The independent contractor, [redacted] was dispatched to the property and reported “online” the terminals are burnt at the motor-drive. The contractor ordered a new motor. I would like to mention, the contractor orders their own parts and notes the account online as to what was ordered with a note of their findings. When additional parts are needed, they will order the parts and note the account online what the additional part(s) ordered. On March 2, 2017, the contractor placed an additional order for a brake kit to complete repairs. HBRWC was under the impression the work had been completed.
 
After this notice was received, HBRWC moved swiftly to help resolve this as soon as we were aware of it. A call was placed to the contractor. The office manager reported that they have had to reschedule with the customer on several occasions. She did apologize for this. The technician that was to install the Brake kit was involved in a car accident and the appointment had to be rescheduled. The next scheduled appointment, the technician that was assigned was a no show at work. The next scheduled appointment, the supervisor technician that was scheduled had a family medical emergency. [redacted] rescheduled for March 21, 2017 for afterhours. HBWRC decided we will offer a replacement washer or a replacement buyout. The [redacted]’s accepted the replacement and the washer has been ordered. The contractor was sent to our contractor relations department to address this issue.
 
In [redacted]’s desired settlement, she is requesting compensation for expenses that are not covered under the Agreement. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. The Agreement does not provide for financial restitution per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” With this said, we regret that we will not be offering any compensation as described in her desired settlement as we are not liable for such expenses.
 
In addition, all of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. We were not aware that the independent contractor had not completed the work. Per the Terms & Conditions of the Agreement; B-9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” If [redacted] feels that the independent contractor, [redacted] delayed this claim unnecessarily, her dispute is with them and not HBRWC.
 
HBRWC apologizes for any inconvenience caused by the contractor assisting with her service. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I contacted 2-10 home Warranty the following afternoon and after being on the line for several hours the customer representative answered.  He informed me that he could approve for an out of network contractor to proceed and to send in my receipt for reimbursement.   I have followed up 2-10 warranty on this morning via email that was sent to my personal email with receipt of my payment to Sensigreen. I would also like for 2-10 Warranty to advise on how to be relieved of the home warranty on my appliances and/or other electrical units in my home.  However there is a structural warranty as well this company that the Builder has provided.   thanks
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by 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 April 7, 2017, Mr. [redacted] reported the alarm of the sump pump is going off, causing water damage. The independent network contractor, [redacted] accepted the dispatch and advised he could get out that evening. On April 11, 2017, Mr. [redacted] requested a different contractor and refused to use [redacted] as the technician used Mr. [redacted]’s tools and hit the sump pump with a stick. [redacted] was sent to our contractor relations department to address this issue. At the time of requested service, all of the other network contractors were booked and could not service in a timely manner. The representative offered Mr. [redacted] to locate his own contractor since he has refused [redacted] The guidelines for locating his own contractor were emailed to him as follows:
 
1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.
 
2.     If 2-10 Home Buyers Warranty does not agree with your contractor’s diagnosis of the issue it has the right to get a second opinion from a different contractor and an additional service fee will be payable by you to the additional Service Contractor.  Second opinions may cause significant delays in service.
 
3.     The Out-of-Network Service contractor must be licensed and insured for your protection.
 
4.     The Out-of-Network Service contractor must call the Authorizations Department and provide a diagnosis (including but not limited to: itemized cost breakdown, failed components, cause of failure, model #, serial # and applicable part #s) BEFORE repairs are made.  2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.
 
Authorizations Department phone number:
[redacted] (press option 2)
 
5.     After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursement. Please mail your request for reimbursement after we have authorized/adjudicated the claim to:
 
[email protected] or
Fax:
[redacted]
 
You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.”
 
This is also specified in the Terms & Conditions of the Agreement, section A-2a.:“If we elect payment, the amount will equal the lesser of: (i) what the ordinary customer would pay after negotiating the
best price for such services in your area and without the benefits of this Service Agreement; or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with
service contractors (this amount is usually less than retail cost or your actual cost);”
 
On April 12, 2017, Mr. [redacted] called in and wanted to know if he could get approval instead of his contractor calling in the information. It was explained that his contractor would have to be the one to call in his findings. On April 19, 2017, Mr. [redacted]’s contacted HBRWC and reported the primary and secondary sump pumps have failed, they have a dead short in them. The whole system needs to be replaced - needs a whole new battery and new backup system.
 
Per the Agreement, in the trade section on page 5 under Plumbing; “Primary, permanently installed sump pumps used for ground water”. This means only the Primary pump is eligible for coverage. In addition under the Terms & Conditions; “We provide service for covered systems and/or appliances: 4. are specified as “included” in the trade sections on pages 3, 4 and 5. If a system or item is not specified as “included” then it is not eligible for service”. This clause clarifies that only the primary sump pump is eligible.
 
Mr. [redacted] spoke to a supervisor as he was upset as we were not reimbursing the full amount of his contractors cost. The supervisor advised that per the guidelines emailed to him “we will reimburse what we would pay our network contractor”. She advised that we had [redacted] still willing to service, but Mr. [redacted] refused to use him. He said that he was unprofessional, and he used his tools. The supervisor offered to send this back to [redacted]'s and he declined. The supervisor authorized the cost we would have paid our network contractor to replace the sump pump. She also refunded his service fee.
 
It is not noted that Mr. [redacted] attempted to get [redacted] back to the home. It is not clear if Mr. [redacted] was explained that we are only responsible for the Primary sump pump. His contractor replaced his entire Primary and back up sump pump and batteries at retail cost. We do apologize in advance if the supervisor was rude. Due to Mr. [redacted]’s dissatisfaction as to the way the phone call went with the supervisor, this has been sent to her manager for an internal review.
 
After this notice was received, it was decided to add the primary battery pack onto the amount authorized at a fair cost. A representative of this department called Mr. [redacted] and received his voice mail. A message was left as to the new authorization amount and a better explanation as to what is and is not eligible for sump pumps.
 
We do apologize for any frustration and inconvenience caused by the behavior of any employees and the contractor who was assisting with his service. His concerns are being reviewed and will be addressed internally so we may make corrections and continue to improve our service. We regret, we are unable to reimburse any additional amount as HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation