2-10 Home Buyers Warranty

Complaint: 11434585
I partially accept the response as they were not able to fix the gas cooktop for us. I provided 2-10  with a copy of my home inspection report. The inspector says that the gas cooktop is in working order; however, one of the lower right burners has a slow ignite. 2-10 refused to fix the cooktop despite of seeing that the unit was listed as operable in the inspection report. The representative from 2-10 said that they will be unable to do anything about the cooktop as the contractor reported many unrelated failures. I am thankful that 2-10 was able to see that the microwave had an electrical failure and they were able to order a new unit for me; however, they completely denied my claim for the cooktop DESPITE of seeing that the home inspector listed that the unit was operable. It is clear to me that 2-10 DID NOT want to repair or replace my unit to keep their costs down; therefore, they gladly offered to reimburse my $100 and ordered a new microwave. I still feel that the documents I submitted is enough proof to show 2-10 that the unit was in operable condition. I wish we had chose American Home Shield at the time of closing; I think 2-10 should read their customer reviews and at least try to strive to be like them.I still want to thank Mr. [redacted] for what he was able to do for us. 
Sincerely,
[redacted]

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 (“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 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

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

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

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]

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

Complaint: [redacted]
I am rejecting this response because: I paid the $100 co-pay please see receipt. Additionally, when I spoke with [redacted] she explain the only code issue potentially was the expansion tank.  They were charging for modifications NOT codes. I had the county water inspector confirm the water heater was already up to code. Your company should pay for modifications. I should not have to pay for them. Your contract only specifies code valuations.Your company has terrible business ethics trying to label installation modifications as code volitions.  
Sincerely,
[redacted]

The Office of the [redacted] at [redacted] ("[redacted]") is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located Ms. [redacted]'s Limited [redacted] Service Agreement ("Agreement") and applicable claim. Thank you for the opportunity to review and respond.
We sincerely apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling experience. [redacted] strives to provide fast, reliable service and anything less is unacceptable & will be evaluated further internally. We appreciate Mr. [redacted]'s understanding and willingness to submit her [redacted] inspection for review as this enabled [redacted] to overturn the denial.
Ms. [redacted]'s Agreement states in the Heating section that there is a $1,500 limitation per contract year on repairs for steam, hot water heat, or hydronic systems. This $1,500 is for any costs associated with the diagnostic testing, labor, and equipment. The cost of the boiler is not excluded from this $1500 limitation, and as such, [redacted] will only be offering to send her a check for that amount.
To date, our records indicate that Ms. [redacted] has not contacted our company to verify the spelling of her name and address so we may send that check to her. She may contact our company at any time by calling [redacted] to supply that information. In the meantime, we appreciate Ms. [redacted] bringing her concerns to our attention and we look forward to serving her future [redacted] needs.
Sincerely,
[redacted]
Office of the [redacted]

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?

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

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 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 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

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]

Initial Business Response /* (1000, 5, 2015/07/11) */
The Office of the President at Home Buyers Resale Warranty Corporation 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.
Our records indicate that on June 15, 2015 [redacted] placed a claim for his air conditioning system. HBRWC considered this claim an emergency and attempted to locate a service contractor per what is stated on page 2 of [redacted]'s Service Agreement: "In cases of emergency, we will expedite service and attempt to initiate service within 24 hours."
The following day, [redacted] contacted HBRWC and requested to use his own service provider. At that time, HBRWC did provide him with instructions for utilizing a contractor of his choice. These instructions consisted advising [redacted] that his contractor must be licensed and insured, must call HBRWC to provide a diagnosis prior to making repairs, and that we would offer reimbursement based on what HBRWC would pay a contractor for similar services, an amount that is usually less than retail. As such, we disagree with [redacted]'s statement that HBRWC would not allow or agree to let him go that direction.
To date, HBRWC has not been contacted by the contractor that [redacted] obtained. As such, if the repairs have been completed, we regret they are not eligible for coverage pursuant to section A-1 of the Agreement when it states, "No claim forms are used, but we must pre-approve service by an authorized, independent service contractor." Additionally, page 2 of the Agreement states, "2-10 HBW will pay or reimburse you for covered costs that have been authorized. Service performed without prior authorization will not be paid."
While we regret we are not able to be of further assistance in this matter, we would like to thank [redacted] for bringing this to our attention as we do take his concerns very seriously.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they will not cover the repairs, I am requesting that 2-10 Home Buyers Warranty issue me a full refund of the purchase price of the coverage. I fully understand the policies they have in place. I do not however appreciate the incredible resistance this company puts up when you have a home repair need that should be covered. The bottom line is that this company's customer service is horrible and their "authorized contractors" are unreliable and unprofessional. I learned that not only on this claim, but on my roof repair that took over a month to be completed.
In this particular instance, with temperatures reaching in excess of 100 degrees, I needed the repair to my home completed in an expedient manner, as the temperatures presented a health issue. Home 2-10 was unable to make this happen. Their contractor left me a message three days after my initial call. The company could also not provide any estimated time frame for one of their authorized professionals to come and review the work of the independent contractor that responded immediately to my request for service.
I am completely dissatisfied with this company, their product, their service and as such request a refund.
Final Consumer Response /* (4200, 11, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
None of the issues addressed were resolved to my satisfaction. What added insult to this whole process are the numerous calls and mailings asking me to renew the coverage, while not addressing my other customer service related claims. It would be nice if someone in the "Office of the President", which seems to be some amorphous mechanism to avoid actually responding to customer needs, would have contacted me directly when I shared my concerns with their sales staff.
As the company conveniently waited to respond until after the policy expiration date, it seems I have no recourse. I will however be sure to reach out to my realtor and all of their staff to express my displeasure with this company and their poor customer service.
Final Business Response /* (4000, 13, 2015/08/22) */
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.
HBRWC apologizes that Mr. [redacted] is not satisfied with the decision of not honoring his request for reimbursement for work performed without prior approval, as mentioned per the terms of his Limited Home Service Agreement ("Agreement"). We disagree with Mr. [redacted]'s statement of poor customer service as each of his service requests were addressed immediately with each phone call he had made with our company; including but not limited to, a manager providing dedicated service to Mr. [redacted]'s roof leak service request. Our records indicate that HBRWC had not received contact from Mr. [redacted] after June 16, 2015, after the out-of-network guidelines were explained. The next contact HBRWC received was through the Revdex.com ("Revdex.com"). HBRWC provided a response to Mr. [redacted]'s Revdex.com inquiry within the allotted time frame given by the Revdex.com, on July 11 and July 25 of 2015, which was before his Agreement's expiration date of July 27, 2015.
Although Mr. [redacted] did not receive reimbursement per the Terms and Conditions of the Agreement, HBRWC has addressed all issues brought to our attention; therefore, we respectfully request the Revdex.com to consider this matter closed.
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

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

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]' Limited Home Service Agreement ("Agreement") and applicable...

claim. Thank you for the opportunity to review and respond.
We do apologize for any inconvenience that [redacted] may have experienced during the claims handling process. On June 22, 2015 the independent service contractor [redacted] stated that the condensing coil fins had been bent by a physical force that being applied. The contractor straightened these fins to help the customer have correct air flow as a gesture of goodwill. We do regret that the damage to the coils is not eligible for coverage pursuant to section 2 of [redacted]' Agreement which state, "We provide service for covered systems and/or appliances: which do not operate correctly due to normal wear and tear."
Additionally section B-8 of the Agreement states, "There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse." As [redacted]' air conditioning system was physically damaged, the failure was not caused by normal wear and tear and thus is not eligible.
On June 23, 2015 HBRWC received the report that the unit failed again. [redacted] was asked to return to the home. On June 30, 2015 the service contractor stated that the condensing coil fins that they had previously straightened were damaged again. Due to the damage occurring again within a short timeframe, the contractor stated they would not attempt to straighten the coils again due to liability risks of working on a unit with repeated physical damage applied.
We apologize that we are not able to be of further assistance in this matter, as we have verified [redacted]' claim is not eligible for coverage. While the claim is denied, we nonetheless appreciate [redacted] bringing this to our attention and we look forward to serving any future warranty needs that he may have.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation