2-10 Home Buyers Warranty

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

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]

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

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]

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 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 1, 2016, [redacted] reported online his furnace is not coming on. At the time of the requested service, all of our network contractors were booked and would not be able to service in a timely manner. The representative offered Mr. [redacted] to locate his own out-of-network service contactor. We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade in a timely manner. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. This is explained in the Agreement 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."
The dispatch department did locate an independent contractor, ** [redacted] to service. The technician reported the wiring was crossed and the thermostat may be bad. This is due to improper installation. The claim was denied based on the Terms and Conditions B-11 “Correction of improper installations or correction of mismatched equipment will be at homeowner’s expense” Mr. [redacted] submitted another claim on line and the independent contractor [redacted] was dispatched and reported the TXV is stuck closed. This was a completely different diagnostic’s than ** [redacted]. [redacted] was authorize to replace the TXV under MFW. Mr. [redacted] service fee has been reimbursed. It will take approximately 10 business days to receive the check. If after that time he does not receive it, we request he call our accounting department at [redacted]
 
HBRWC would like to apologize for the inconvenience Mr. [redacted] may have experienced. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the inquiry submitted under case 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

Complaint: [redacted]
I am rejecting this response because:My 3rd party technician came to the house to examine the heater today.  He confirmed that the damage was NOT caused by rodents.  He confirmed that the repair could be made for well under the $2,100 that [redacted] had quoted.  And he said that it was unethical for [redacted] to propose a repair at $2,100 when a new heater could be installed for the same amount.  He is willing to talk to 2/10 to explain the repair required and that the malfunction was not caused by rodents.  I would like to pursue reimbursement for his work pursuant with the coverage I purchased with 2/10.  The prior message from 2/10 says that they provided me with a claim form and instructions for reimbursing a 3rd party.  I have not been provided that claim form and instructions.  Please provide that form for me to submit for reimbursement. 
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 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

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 26, 2016, [redacted] reported his dishwasher does not complete cycles. Independent service contractor, [redacted] was dispatched to the home and reported there was no mechanical failure to the dishwasher. A supervisor has been assigned to this case has contacted [redacted] and has agreed to send out a second opinion without a service fee due regardless. Independent contractor [redacted] was dispatched. There seems to be an issue with scheduling between the new contractor and [redacted]. The supervisor is acting as liaison until this claim is complete. [redacted] has the supervisors direct contact information.
 
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 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

Complaint: [redacted]
I am rejecting this response because:The warranty company required I pay an additional $100 out of pocket to receive the "$1000" coverages.  In addition, the out of pocket I was quoted prior to the extra coverages was lower than the "pre-coverage costs" once I paid the additional $100. Regardless, the sales person originally stated I had the additional coverage.I should not have had to pay the full amount of the air handler (other costs like recovery, pad, and code were expected), even further I should not have had to pay the additional $100.It appears 2-10 is "cramming" fees to reduce their payout in a scupulous manner. 
Sincerely,
[redacted]

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 [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable snaking claim. Thank you for the opportunity to...

review and respond.   Our records indicate on June 11, 2016, [redacted] reported on line that her drains were backing up in the house. Independent service contractor, Elevated Plumbing was sent the dispatch. On June 13, 2016, [redacted] called upset that she did not hear from our contractor and due to the urgency, she acquired her own out of network contractor. We are understanding of her situation and on June 16, 2016, we received [redacted]’s invoice from the work done outside of the warranty. The full amount has been reimbursed less her service fee. It takes approximately 10 business days to receive the check. If after that time, she does not receive it, we request she email [redacted].   We acknowledge her feedback concerning our interactive voice response system and customer service issues. We would like to thank her for bringing her concerns to our attention as we do take these matters seriously. We strive to provide fast, reliable and positive experience to all our customers so we may make corrections and continue to improve our service.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her 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, 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.

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.

Initial Business Response /[redacted]/
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 Mr. [redacted]'s Limited Home Service Agreement and applicable claim. ...

Thank you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We will have Mr. [redacted]'s claim reviewed and addressed internally per the information that Mr. [redacted] provided regarding long hold times and contractor delays.
Our records indicate that on [redacted] 12, 2015 HBRWC authorized the independent service contractor HVAC Repairs to replace Mr. [redacted]'s gas package unit with a new R410A system. The equipment has been ordered, and Mr. [redacted] will be contacted by the contractor to schedule an installation time once the new unit is available. HBRWC will continue to track this claim and we will update Mr. [redacted] as new information becomes available.
We again would like to apologize for the delay that Mr. [redacted] experienced. We appreciate Mr. [redacted] bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs.
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
The air conditioner was finally fixed, almost a week after they put the work order in. The company did not do a good job moving quickly or responding to the complaint on the phone, but the air conditioner is finally fixed. Still not impressed by the company but at least we are finally done.

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 1, 2016, [redacted] reported his upstairs air conditioner is not working.
At the time of the requested service, due to the temperatures in the area, all of our in-network service contractors were booked and would not be able to service in a timely manner. [redacted] requested to use his own out-of-network service contactor. It was found that the guidelines for using your own contractor were sent to the incorrect email address. The invoice was received on July 19, 2016 and the refund was approved and processed on July 20, 2016.
 
HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay to his claim. When there is a heat wave throughout the United States, this can create higher than normal wait time 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. His concerns enables us to make corrections and continue to improve our service.
 
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 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