2-10 Home Buyers Warranty

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

respond.
 
Our records indicate on 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

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 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

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

and respond.
 
Our records indicate on July 5, 2016, [redacted] reported her air conditioner is not blowing cold air.
Independent service contractor, [redacted] was dispatched to the home and reported the system was 2 lbs. low on refrigerant, recharged and the replaced the capacitor. A recall was set up for the contractor to go back to the home. The contractor was several hours late for the appointment. Mrs. [redacted] requested another contractor. Independent contractor [redacted] was dispatched and found the a/c low on refrigerant and a failed contactor. Mrs. [redacted] called in on July 20, 2016 to put in a complaint on [redacted] for putting her off for days and never in the office. Another independent contractor [redacted] was dispatched and reported the evap coil is leaking, the service valves are leaking and the wiring is deteriorated inside the unit. [redacted] declined the work due to they do not have a pricing agreement with HBRWC and they wanted to replace the entire system including the furnace without justification. There is nothing wrong with the furnace. There was a replacement buyout for the air conditioning replacement less the furnace calculated and offered to the [redacted]. Mr. [redacted] accepted the offer as a full and final settlement. The check was sent overnight
 
HBRWC apologizes to [redacted] for the experience she has had concerning our customer service and the contractors. When there is a heat wave throughout the United States, this can create higher than normal calls and call backs in the call center. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service. We appreciate [redacted] for bringing this to our attention as we do take these matters seriously. We respectfully request the Revdex.com consider this matter closed as she has decided to cancel her warranty.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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

Initial Business Response /* (1000, 5, 2015/10/19) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted under case number XXXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
We do apologize for any...

frustration or inconvenience Mr. [redacted] may have experienced during the service request handling process. In Mr. [redacted]'s inquiry, he advises that he believes his ductwork issue should be covered.
Mr. [redacted] initiated a service request on his Air Conditioning system on September 12, 2015. On September 30, 2015, HBRWC received the diagnosis from Access Heating and Air, an independent network service contractor, indicating that the ductwork is undersized for the system, and would need to be modified. While Mr. [redacted] believes this ductwork is eligible for coverage as per the terms and conditions of the Limited Home Service Agreement ("Agreement"), Section B11 explains "Costs to repair failures due to inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner's expense."
Mr. [redacted] believes that since he has Supreme Protection, these modifications should be covered. However, Mr. [redacted] is not focusing on the opening sentence of that clause which explains that inadequate capacity is the homeowner's expense, and not eligible for coverage. If his ductwork had required modification for an eligible failure, then Supreme Protection would have applied. However, the cause of failure renders this claim ineligible per the terms and conditions of his Agreement.
We thank Mr. [redacted] for understanding concerning this matter. We do take these matters very seriously and we thank appreciate for bringing these concerns to our attention.
Sincerely,
[redacted]
Office of the President
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought a house with a home warranty. It specifically states that duck work is covered. The system is not undersized the modified ductwork MAY need to be repaired. There was a failure of the system or I wouldn't have called technician. The technician and his company did not cover the work and could not be completely sure of the diagnosis or if correct could not effect a repair.
The above statement regarding paragraph B!! is self severing and inaccurate. Paragraph B11 also states "...except as part of Supreme Protection to covered an eligible repair." It is also stated in several places in the marketing and "warranty" brochure.
I am asking this company to fulfill its contractual obligations and send a technician to accurately diagnose the problem and complete the repair. If that is because of ductwork so be it - it is covered
A quick scan on the internet shows what this company is about.
Final Consumer Response /* (4200, 11, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
2-10 doesn't even know what the problem is. They should be sending a technician who can accurately diagnose the problem. Again the company that was sent did not have the necessary expertise. They aren't even performing this minimum amount of due diligence. Again their marketing information states that the ductwork is covered. They insured the house that I purchased with a warranty. They are in breach of contract. I will be sure to file with the Virginia Revdex.com as well.
Final Business Response /* (4000, 13, 2015/11/13) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") is in receipt of the rebuttal submitted by Mr. [redacted]. We apologize if Mr. [redacted] is dissatisfied with the outcome of his claim. At the same time, we would refer Mr. [redacted] to our previous response in which we indicated why his claim was not eligible for coverage.
Section 2 of Mr. [redacted]'s Limited Home Service agreement ("Agreement") states that his coverage applies to systems which "do not operate correctly due to normal wear and tear". This is not the case with Mr. [redacted] ductwork. It was reported that the ductwork is undersized for the system and the airflow needs of the property. That is something that section B-11 specifically excludes from coverage.
In his rebuttal, Mr. [redacted] indicates that he is interested in having further diagnostics performed. Since the claim is currently not eligible, HBWVA will not be offering to send a different contractor. With this said, Mr. [redacted] may elect to obtain his own second opinion and if that second opinion finds a diagnosis that differs, he may submit a report for HBWVA to review further.
Sincerely,
[redacted]
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]’s Limited Home service Agreement (“Agreement”) and applicable claims. Thank you for the...

opportunity to review and respond.
 
Our records indicate on May 27, 2016, it was reported online that the air conditioner is not blowing cold air. Independent service contractor, [redacted] was dispatched to the home and reported he located and repaired a leak on the discharge suction service valve and added 5 lbs. of R-22 refrigerant. The contractor was approved and he completed the work on June 2, 2016. Mrs. [redacted] states she was charged $205 for the Freon by the contractor. HBRWC also paid the contractor for the Freon. On July 19, 2016, a representative has requested she fax a copy of the paid receipt to ###-###-#### for review and possible reimbursement. As of today this has not been received. We request she refax it and reference her work order [redacted]. HBWRC will not authorize to add Freon to a known leaking system unless it is to do leak tests or when repairs are done. The contractor charging Mrs. [redacted] for the Freon was without our knowledge and this has been passed along to our contractor relations department to investigate and address the contractor. Mrs. [redacted] has put in another request for this system for service. A different independent contractor [redacted] has been dispatched to evaluate this Air Conditioner further.
 
The second air conditioner claim was set up on May 28, 2016 as not blowing through the vents. Independent contractor [redacted] was dispatched and found the compressor shorted out. The contractor was authorized to repair the compressor and the compressor was ordered and installed. A recall visit was set up for [redacted] and they found the condensing fan motor and capacitor had shorted out. The contractor was authorized to replace the parts. Mrs. [redacted] was still having issues and [redacted] found the new compressor had locked up the new capacitor had shorted. The technician recommended replacing the compressor again. Due to this contractors multiple visits and not being able to repair the air conditioner. HBRWC dispatch independent contractor [redacted] as a second opinion. [redacted] reported numerous leaks in both coils and the compressor shorted. HBRWC moved forward with replacing the entire air conditioner. The contractor was authorized and the equipment ordered.
 
HBRWC apologizes to Mrs. [redacted] for the negative experiences she has had concerning our customer service department and the delay to her claims. We do take these matters seriously. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/19) */
July 19, 2015
[redacted] # XXXXXXXX
The Office of the President at [redacted] ("[redacted]") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
Our records indicate that on...

June 24, 2015 a service request for your air conditioner was initiated. Our internal dispatch system selects the best available contractor to service your claim and we apologize that they were unable to service within 24 hours as the temperatures in your area caused all of the independent service contractors to be booked. Your Limited Home Service Agreement ("Agreement") specifies under section A-1 of the Terms and Conditions, "No claim forms are used, but we must pre-approve service by an authorized, independent service contractor. If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured." Although work was performed without prior approval, [redacted] had honored your reimbursement request after receiving the invoice from your out-of-network service contractor. [redacted] has processed $395 less the $60 service fee; therefore, you will be receiving $335 reimbursement check within 7-10 days.
Our records also show that the Agreement was cancelled per [redacted]'s request on June 29, 2015. We are sorry to see you go. We thank [redacted] for bringing these matters to our attention as we do take them very seriously.
Sincerely,
Office of the President
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After finally being able to contact the appropriate party, the issue was quickly and professionally resolved. I appreciate their prompt response to my complaint.

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

review and respond.
 
Our records indicate on November 28, 2018, Ms. [redacted] called in and advised she had not heard from the contractor to schedule. The independent contractor, [redacted] was then dispatched and a scheduled appointment was set for December 7, 2017. On December 20, 2017, [redacted] reported the cold control of the refrigerator no longer works and needs to be replaced. [redacted] was authorized to make the repair. On December 28, 2017 Ms. [redacted] called as she has been waiting a couple of weeks for the repair and she had not heard from Elite. The representative contacted [redacted] and he did advise the part was in and he will schedule an appointment for later that day. When [redacted] was questioned about the delay, he explained Ms. [redacted] went out of town, he left a message and had never heard back from her.
 
On January 14, 2017, Ms. [redacted] called in and advised [redacted] still has not completed the work. The representative left a voice message with [redacted] as to the status and refunded Ms. [redacted] her service fee. On January 15, 2017, a representative in the escalations division contacted [redacted] to discuss when the part will be installed and why the delay on installing the part. The office personal advised the appointment was set for late December but Ms. [redacted] went out of town and then they missed an appointment when she got back. The technician will be out January 18, 2018 to install the part. On January 19, 2018, a representative contacted Ms. [redacted] to see if the repairs were completed. She advised that the part was replaced but the refrigerator is still not fixed. The representative set up a new contractor to visit the home the next day. The contractor reported the system is low on refrigerant and they do not work on sealed systems. Sealed system repairs are usually costly and since there has been no resolution, a representative offered a comparable replacement or the equivalent cash buyout to Ms. [redacted]. Ms. [redacted] accepted the replacement refrigerator.
 
2-10 HBW apologizes to Ms. [redacted] if she was dissatisfied with [redacted] performance while assisting with the service. Our notes do not reflect all the scheduling conflicts that occurred between [redacted] and Ms. [redacted]. All of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are not employees of 2-10 HBW. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. When a customer has concerns about a contractors performance, the contractor is sent to our contractor relations department to review and address the contractor. This will be reviewed further internally.
 
Ms. [redacted] is requesting in her desired settlement a refund of the monthly payments she made since she has been without a refrigerator and for the cost she spent eating out every day for a total of $500. Ms. [redacted]’s service fee was reimbursed. As stated in the Agreement under 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.” As such, we regret we will not offer any compensation as we are not liable for such expenses. 2-10 HBW 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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that went into effect on July 18, 2016 and applicable...

claims. Thank you for the opportunity to review and respond.
 
Our records indicate on July 19, 2016, [redacted] reported she noticed on July 1, 2016, that the refrigerator, dishwasher, microwave and gas cooktop are all having issues. Mr. [redacted]’s Agreement is not a renewal. His last Agreement that he had with HBRWC expired in July 20, 2010. This is a 6 year lapse in coverage. This Agreement went into effective July 18, 2016. The failures to all of the appliances were prior to the inception date of the Agreement and not eligible for coverage per the Terms & Conditions, in bold; A-3 “is in place and in good and safe working order with no pre-existing defects at the beginning of the service period;”. A manager has left 2 messages at the [redacted] residence with a direct contact to call him back to discuss this matter further. Mr. [redacted] has not called him back.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on Saturday, December 9, 2017, Mr. [redacted] called in his claim. As this is his only toilet, the claim was set up as an emergency. 2-10 HBW attempted to locate a contractor that could service the emergency but was unsuccessful. The claim cannot be dispatched until a contractor can be located that can service an emergency in a timely manner. As stated in the Agreement; “In the case of an emergency...With emergency requests, we will expedite service and attempt to initiate service within 24 hours.”
 
Mr. [redacted] was paid what we would have paid a contractor that is in our network. This is explained in the Agreement under the Terms & Conditions; “A-2a. 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 service contractors (this amount is usually less than retail cost or your actual cost);” The representative also waived his $100 service fee for customer satisfaction.
 
We do empathize with Mr. [redacted]’s situation, particularly with his child, pregnant fiancé and no usable toilet.
In order to preserve goodwill, we will reimburse Mr. [redacted] the additional $221 he is requesting. Mr. [redacted]’s $100 service fee was not taken out which is more than the cost of his $91 hotel stay. It takes approximately 10 to 14 business days to receive the checks. We will not be reimbursing the hotel stay as we are not liable for such expenses as stated in the Agreement under the Terms & Conditions; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
 
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process.
 
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 [redacted] was offered her $75 service fee and $75 to put toward temporary cooling. Accounting has not processed the checks. We apologize that there was a misunderstanding. The service fee of $75 has now been reimbursed and $150 has been reimbursed to put toward [redacted] portable air conditioner. It will take approximately 10 to 14 business days to receive the check. We regret we would not reimburse any further service fees or reimburse any amount paid to the contractor. The contractor has noted online, he has been trying to get a hold of [redacted] to schedule but she has not returned his calls.
 
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 serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/08/10) */
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
Our records indicate that [redacted] put in a...

service request for his air conditioner on July 6, 2015. HBRWC dispatched the request to [redacted] & [redacted] reported the unit was void of Freon from the accumulator leaking which also caused the compressor to fail. The HBRWC representative who obtained the diagnosis from the service contractor had not verified the effective date of [redacted]'s Limited Home Service Agreement ("Agreement"). HBRWC has addressed this and coached the representative internally.
The service request was then sent to our Purchasing Department to do a cost comparison between repairs versus replacement of the unit. It was deemed more cost effective to replace the system as [redacted] requested; however, it was at this time the service request was reviewed more thoroughly and the effective date of the Agreement was observed. The extent of the failures take considerable amount of time to develop and the service request was denied as the failures existed prior to the effective date. Pursuant to the Terms and Conditions #3 of the Agreement, it states: "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test. A visual inspection of the covered item means that it is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated."
[redacted] disputed the denial directly with HBRWC and provided his home inspection to review. It was at this time that his claim was reviewed again by our executive management team. HBRWC deemed the system was eligible for coverage. [redacted] was given the option to replace his unit through HBRWC or accept cash in lieu of replacement. [redacted] chose to accept the cash amount of $865.50 as he wanted to upgrade his system.
HBRWC respectfully requests the Revdex.com close this case as we have already reached [redacted]'s desired resolution. We thank [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,
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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


 
Our records indicate on November 18, 2017, Mrs. [redacted] called in and she reported her furnace short cycles and the temperature is presently 62 degrees outside. There are in network contractors in Mrs. [redacted]’s area to service in a timely manner. The only reason a holiday would delay a dispatch is if it was not an emergency as many contractors do not work on holidays. It is not noted by the representative why Mrs. [redacted] wanted to use her own contractor. The guidelines for using a contractor out of our network were emailed to her. Her contractor called in on November 20, 2017 reporting the circuit board has failed. The system is 24 years old and the technician recommended replacing the furnace.
 
It should be pointed out that Home service Agreements are there to get systems and appliances back to running condition and this is the promise 2-10 HBW makes.  It is the policy of all Home Service Agreements to perform a repair when one is possible, much like a manufacturer warranties their products. These type of repairs are customary and reliable, and we will guarantee the work for the full term of the Agreement. We would not replace an entire system when a contractor only reports one or two components need to be replaced.
 
As Mrs. [redacted] has requested, the call was pulled and she is correct. The customer service representative offered our price for a replacement unit and not for replacement of the circuit board. The pricing of a replacement furnace was determined and offered to Mrs. [redacted]. Mrs. [redacted] has accepted the offer.
 
We acknowledge that there were opportunities to provide Mrs. [redacted] with better service and we work very hard to prevent situations like this. 2-10 HBW apologizes to Mrs. [redacted] for the customer service representative assisting with his service gave her misleading information as we do take these matters seriously. We have sent this to our coaching and development team, so the customer service representatives can learn from their mistakes.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/16) */
The Office of the President at [redacted] ("HBW") has received the complaint submitted by Mrs. [redacted] under case XXXXXXXX. Thank you for the opportunity to review and respond.
On September 2, 2015 at 3:10pm MST [redacted]...

received payment for the Service Agreement, and at 3:53pm MST we received a call asking to add coverage for an additional refrigerator. The coverage was added and it does start once payment is received, however, per Section 3. of the service agreement items are eligible that "are in place and in good and safe working order with no pre-existing defects at the beginning of the service period..." Our records indicate that a claim was filed at 4:01pm on the same day (8 minutes after the coverage started), and dispatched to an independent Service Provider, [redacted] We received a diagnosis on September 4, 2015 from [redacted] informing us that the control board failed.
We do regret that we are not able to provide coverage for Mrs. [redacted], however, we have honored her request to reimburse the full amount of the service agreement per Section E5 "MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the beginning of the service period, you may request cancellation in writing, and we will return the full purchase price to the party purchasing the Agreement." We thank you for your understanding concerning this matter, and we thank Mrs. [redacted] for bringing these concerns to our attention.
Sincerely,
[redacted]
Office of the President
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A full refund for all costs incurred was not refunded to me. The refund amount was minus $60 for the service contract fee. I was told by two different representatives that from the moment of payment over the phone, my policy would take effect and would allow me to make claims immediately. What the company allows representatives to state over the phone and what they are actually willing to do, were contradictory. 2-10 Home Warranty set up the service appt, told me I would be covered at 100% minus my service fee, and the issue would get resolved quickly. I followed instructions given to my by the company, paid my service fee and then was told the next day that they would not cover me because they felt the condition was pre-existing. I was told to get a second opinion on my own dime and submit that to 2-10 Home Warranty for dispute. I called out a second service repair company and they told me that they could neither prove nor disprove the inoperable item was pre-existing. 2-10 Home Warranty then stated they were not going to cover the item because it was claimed on the same day, even though the item failed AFTER I placed the call to order their service and was told I would IMMEDIATELY be covered upon payment. The company took my trade service fee, already having told me I would be covered, already knowing I had just purchased a new contract and then immediately denied me based off the time frame (which they were aware of when I called in), regardless of what the service professional said the issue was.
This is NOT a full refund as they told me I wold receive.
Final Business Response /* (4000, 9, 2015/11/13) */
The Office of the President is in receipt of the rebuttal submitted by Ms. [redacted]. Thank you for the opportunity to review further.
Our records indicate that the total that Ms. [redacted] paid for her Limited Home Service Agreement ("Agreement") was $479 made in two installments on September 3, 2015. When Ms. [redacted] cancelled her Agreement, a reimbursement for that $479 total was processed. Section F states that when a customer cancels within 30 days they receive reimbursement for the purchasing price of the Agreement.
Ms. [redacted] will not receive reimbursement for her service fee. Per the terms and conditions of her Limited Home Service Agreement, page 3 states that, "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call." This is owed to the service contractor regardless of whether a claim is eligible or not and will not be refunded. Section F does not state she will receive a full refund of everything that she has paid, only that she will be refunded to purchasing price of the Agreement.
In our previous response we advised why Ms. [redacted]'s claim was denied. Ms. [redacted] placed a claim within 8 minutes of her Service Agreement. The failure that occurred to Ms. [redacted]'s Agreement would not have occurred within that 8 minute time span, and as such is not eligible pursuant to section 3 of her Agreement.
We apologize that we are not able to be of further assistance with this matter. We have verified that Ms. [redacted]'s refrigerator claim was not eligible for coverage and also that she received the correct reimbursement total.
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]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on July 8, 2016, [redacted] reported her garbage disposal stopped working.
At the time of the requested service, all of our network service contractors were booked and would not be able to service in a timely manner. The representative offered [redacted] to locate her own contractor. It was explained that there are times when this can occur. This is stated under the Terms & Conditions; “A. 1. If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured.”
A supervisor was assigned to this case. [redacted] has been reimbursed for the garbage disposal less her service fee. Concerning her smoke detectors. The Agreement only covers Burglar and fire alarm systems. Smoke detectors are not listed in the Agreement. Per the Terms & Conditions: 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;”. The supervisor has explained this to [redacted] and she has understood.
 
HBRWC would like to apologize for her customer service experience she received. We would like to thank her for bringing her concerns to our attention as we do take these matters seriously. This enables us to make corrections and continue to improve our service. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the 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 inconvenience that [redacted] may have experienced during the claims handling process. In [redacted]'s Agreement it states that there is a $400 limitation for appliance repairs per contract year. An independent service contractor made eligible repairs to this unit, and per our records, those repairs held for two months before the unit failed again and further repairs were required.
With this said, we do understand [redacted]'s frustrations that the repairs did not hold. As a gesture of goodwill and not an admission of liability, we will reset this $400 limitation. However, we will not proceed with attempting further repairs. Instead, [redacted] may expect a check in the mail within the next 7-14 business days for the $400 total per appliance, so she may apply this towards the purchase of a new unit. She may also use this towards repairs for the existing dishwasher, but we would note that we will offer no further coverage for the existing dishwasher for the remainder of this contract year.
Our records indicate that that [redacted]'s air conditioning repairs have been completed at this time. We sincerely apologize for the delay that [redacted] experienced. After attempting repairs pursuant to section E-1 of the Agreement which states that HBRWC solely determines whether equipment will be repaired or replaced, we did agree to replace the air conditioning system.
We would like to thank [redacted] for bringing this to our attention as we do take these matters seriously. We apologize again for the delays she has experienced due to additional failures that occurred after the initial repairs to her air conditioning system and dishwasher.
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 11133342 by [redacted]. We have located the [redacted] 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 January 11, 2016, there was a call placed to the [redacted] residence to discuss the status surrounding the duct work claim. A voice mail was received and a message was left to call back and discuss this matter. There was no response from [redacted] or [redacted]. On February 12, 2016, our office received an email from the [redacted] wanting to know the status of the $200 reimbursing. On the same day, the reimbursement was processed. It takes approximately 7 to 10 business days to receive the check. If [redacted] does not receive the check within this time, we request they call our office so we may track the check. We respectfully ask the Revdex.com to close this matter as the claim has been completed and the $200 has been reimbursed to [redacted]. We look forward to servicing her future needs. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the inquiry submitted under case 75270824 by [redacted] We have located [redacted] Limited Home Service Agreement ("Agreement") and applicable claim. Thank you for the opportunity to review and...

respond.
We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on October 17, 2015, [redacted] reported her water heater was leaking from the bottom. The independent service contractor, Elevated Plumbing LLC was dispatched to the property to evaluate the claim further.
On October 22, 2015, Elevated Plumbing LLC called in their diagnosis as the water heater is rusted out at the bottom. [redacted]'s last warranty expired in March of 2015 and her new Agreement went into effect October 6, 2015. This was a 7 month lapse in coverage. We regret that the amount of rust reported could not have occurred within the 11 days the Agreement was in effect, since the only way rust can occur is through the leaking tank.
For this reason, the claim was denied pursuant to the Terms & Conditions section 3 which states, "We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the service period."
In her complaint, [redacted] stated that, "Her out of network contractor who replaced the water heater told her that the water heater did not have any rust and it was leaking at the top. 2-10 HBW was not advised of any alternate reports from a second contractor, and thus have no record of this.
We would like to further evaluate the claim that she has placed. In order to do so, a representative of 2-10 HBW has reached out to [redacted]. A voice message was left and an email sent to her requesting she submit the invoice and contact information of the contractor who replaced her water heater, so we may review further. She may email a scanned copy of this invoice to [email protected] or via fax to [redacted]. 2-10 HBW takes every professional, licensed contractor's diagnostics seriously. While her claim has been deemed not eligible for coverage, this is based on the information currently available. 2-10 HBW agrees to review any new information which may affect this decision.
2-10 HBW would again like to apologize for any inconvenience [redacted] may have experienced. We would like to thank [redacted] for bringing her concerns to our attention as we do take these matters seriously. We await her response with the requested information so we may continue to review and offer her assistance
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 13, 2015/08/20) */
The Office of the President at 2-10 Home Buyers Warranty of [redacted], Inc. ("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. We have located Ms. [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 may have happened during the claim handling system. Ms. [redacted] has a hydronic heating system in her home. Such systems have a $1500 claim limitation per contract year as stated in the Heating & Air Conditioning trade sections of the Agreement. It was determined by the independent service contractor Richmond Heating & Air that the entire system would need to be replaced as the repairs would not hold.
We regret that it would not be possible to replace the system under the $1500 limitation. For this reason, Ms. [redacted] was advised that HBRWC would only be able to send her a check for the $1500 amount less the service contractor's labor to date. This came to $1403.50 total. This determination was made pursuant to section A-2 when it states, "In instances where the cost of completing a full repair or replacement exceeds a stated "dollar limit", we will pay an amount equal to the contract "dollar limit" instead of providing repair or replacement services. Some or all of such a payment may be made to you and/or a service contractor."
In her complaint, Ms. [redacted] states that this failure is an ongoing problem. We have researched Ms. [redacted]'s Agreement and found that she did have previous claims on her air conditioning system in previous years. However, these repairs were all due to electrical shorts in the system - a type of failure that can occur at any time and would be unrelated to the leak in the condensing coil and service valve that the service contractor found during the recent claim. As such we do disagree with her statement that this was an ongoing problem, as the system did have repeated failures that were not linked to one another.
We apologize we are not able to be of further assistance with this matter. While we are not able to offer further remuneration we would like to thank Ms. [redacted] for bringing her concerns to our attention so we may evaluate these matters further.
Sincerely,
[redacted]
Office of the President
2-10 Home Buyers Warranty of [redacted], Inc.