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 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

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.
At this time I have received the message from 2-10 Home Warranty and been in contact with their contractor to conduct the repairs.  Repairs are set to be started today.  It is my hope that this will be completed and no further action will be required.  
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

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]

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

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]

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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
On December, 1, 2016, a representative of this department contacted Mr. [redacted] and advised him when the procedures were emailed to him and in case he did not have them, the process was also verbally explained. He will have his contractor call in his findings. As stated in our previous response in which we indicated we do take every contractor’s diagnostics serious regardless if there in our network or out of our network. We value his business and look forward to hearing from his contractor soon.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted]. Thank you for the opportunity to review further.   There was a call placed to [redacted]. She forwarded her invoices by email to a direct contact. The invoices were reviewed. The first invoice for the temporary repair while the compressor is replaced is not eligible for coverage. We would reimburse [redacted] for the cost of the compressor replacement. She has agreed to this. We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties.    Sincerely, Office of the President Home 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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11105235, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
*

Complaint: [redacted]
I am rejecting this response because: Quoting anything that the fraudulent 'company' "[redacted]" says is not based on factual evidence whatsoever.  Like I have stated in my Revdex.com complaint of your company and also their company, "[redacted]" was at our house for no more than 10 minutes and after having trouble identifying the hairline cracks at all (we had to point it out to them) the technician stated in person that the repair would not be an issue because there was no sign of impact or neglect.  Your company keeps falling back on some false evidence from a position of weakness and I find this practice to be revolting.  My licensed, certified, and insured technician from the appliance company itself ([redacted]), and the website [redacted] both reinforce my fact-based standpoint that the damage is indeed thermal.  Glass breakage due to "impact with a large impact site" (of which there is none, you can check the pictures I've submitted directly to your company) would cause a completely open break at the impact site, multiple large fractures radiating from said site, and transverse hairline breakage connecting the breaks that radiated from said site.  Funny thing is there are exactly zero transverse breaks anywhere on my cook top.  As I've mentioned many times "[redacted]" and a [redacted] technician have both stated that there was no impact site, so please stop referencing one as evidence unless you would like to come out to my house in person and show it to me because neither myself nor my wife nor "[redacted]" technician nor the [redacted] technician have stated that there is an impact site.  Companies like [redacted] don't cover under warranty impact site damage and give away $355 cook tops free of charge (which they did as evidenced by the invoice I've submitted to your company).  Your rhetoric is just plain insulting and I'm absolutely sick of it.This isn't about money. It is about principle.  I wouldn't have spent well over 10 hours and made 15+ phone calls to all departments of your company (customer care, homeowner claims, review claims) if I felt your company were being honest with me.  Your company has denied my claim on the unfounded pretense of an impact site.  Your company has denied my claim on the unfounded pretense of consumer neglect.  Your company has denied my claim on the unfounded pretense that the damage was pre-existing (my homeowner's inspection claims otherwise).  Your company has denied my claim on the unfounded pretense that repairs were made without prior authorization (my invoice submission from [redacted] showing the cost of labor for repair was generated and submitted to your company upon your company's specific request).  Your company has then re-denied on the unfounded claim by a 'subject matter expert' who was looking at pictures I took and submitted stating that said pictures show clear evidence of an impact site and consumer neglect (of which I guarantee you there is none).  Stop being a completely unintelligent and ignorant warranty company that loves nothing more than throwing the book of denial at their customers.  It's a very bad look for you and I do intend to leave further fact-based negative reviews for all of the disservice your company has provided myself and my wife in the short 8 weeks that we have lived in our new house.  Thank you for causing us to go without a stove for over 6 weeks now due to your company's completely out of proportion turnaround time. 
It's Been a Real Pleasure,
[redacted] And [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”) that went into effect July 31, 2017 and applicable claim. Thank you for...

the opportunity to review and respond.
 
Our records indicate on August 7, 2017, it was reported, the air conditioner is not cooling, and the circuit breakers are tripping. The independent contractor Air Sales & Service was dispatched and reported the system is empty of refrigerant, there is a leak in the evaporator coil, a leak in the condensing coil and the compressor is grounded.
 
On September 1, 2017, it was realized that the [redacted]’s last Agreement expired in June 2016 and was not renewed. The new Agreement went into effect July 31, 2017. The claim was placed 7 days into the Agreement, the system had 3 unrelated major components fail and the system was void of refrigerant. The claim was reviewed and there was enough evidence to determine the system was not in good working order at the beginning of the Service Agreement and the claim was denied per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 3. are in place and in good and safe working order at the beginning of the Service Agreement.”
 
A representative spoke with [redacted] and she advised that there was an electrical surge and this is why her compressor has gone out along with her neighbors. Electrical surges are also not eligible for coverage. Per B-8; “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): electrical failure, electrical surge,”
 
Even though warranty companies do not cover electrical surges, most homeowner’s insurance companies cover this Peril. We highly recommend that [redacted] submit a claim with her homeowner’s Insurance Company.
 
We do apologize that we could not be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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.
 
Home service warranties are there to get systems and appliances back to running condition and this is the promise we make. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. 2-10 HBW will not replace an oven when only a few components need to be replaced. As a system ages, there are unforeseen breakdowns that will occur. The independent contractor’s last report found the board and door latch need to be replaced. Due to the delay, a representative offered Mr. [redacted] the option of locating a GE certified technician to make the repair or take a cash buyout. Mr. [redacted] accepted the cash buyout.
 
2-10 HBW 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 [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 October 13, 2017, the independent contractor, [redacted] reported the tank was ruptured and needed to be replaced. There cost to replace the water heater was $653.95, ($364 40 gl. water heater + $300 labor + 89.95 service call - $100 service fee). [redacted]’s Agreement has basic coverage. There was $1090 in out of pocket costs for code upgrades and modifications. The representative called and left a voice message at the [redacted]’s residence with these out of pocket costs. Mr. [redacted] called back upset with the out of pocket costs. The representative advised he can accept the out of pocket costs or he can take a cash buyout of $653.95. Mr. [redacted] stated he was going to get more information from the contractor about the code upgrades and modifications needed and will call back. [redacted] called back and the representative accidently gave her the out of pocket cost of $1090 less the service fee as the buyout. The customer has since been advised that the buyout amount will remain at $653.95.
 
We do apologize for the mistake that the representative made and if the contractor was rude. Due to [redacted]’s dissatisfaction with the contractor, the contractor has been sent to our contractor relations department to address. The $653. 95 buyout breakdown was explained to Mr. [redacted] originally, when the calculations were done. $653. 95 is the amount 2-10 HBW would have paid to replace the water.
 
We regret, we are unable to reimburse any additional amount and cannot be of further assistance in this regard. 2-10 HBW’s decision is final.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on August 29, 2016, [redacted] reported a crack over the larger burner on the right and another crack starting in the middle of the cook top. Independent contractor [redacted] was dispatched and reported the glass cooktop is fractured and the glass needs to be replaced. Pictures were requested of the glass cooktop. Our appliance expert reviewed the picture. “He found the chip on the right hand edge of the glass happened because something impacted it with enough force to cause this chip. The edge of these glass cook tops are the hardest portions of the glass top, they do not chip out because a crack has reached the edge of the glass top. The crack emanated from the chip. The claim was denied per the Terms & Conditions of the Agreement B-8 “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,”
 
We regret that we cannot be of further assistance in this regard. HBRWC would like to apologize for any 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

Complaint: [redacted]
I am rejecting this response because: HBRWC in both the current and previous response are not honoring the obligation under the service agreement.  As I have previously stated in the original compliant and response, B-6 of the terms and conditions does not specifically limit the dollar value for the “restoration of surfaces to a rough finish.”  In fact, B-6 states, “we will pay for restoration of surfaces to a rough finish.” B-6 as written in the contract and as similarly written in the attached 2-10 HBRWC product brochure (E-6) both clearly stipulate that 2-10 is limiting its liability to only “restore surfaces to a rough finish” when necessitated by performing a covered service.  B-6 makes no mention of being limited to or included in the cost of the covered service.  HBRWCs interpretation of the contract after the fact is introducing ambiguity to and inconsistent application of B-6.  HBRWCs interpretation is a misrepresentation of the coverage provided by the service agreement. Also, I am unclear why HBRWC is making the blanket statement, “these coverings over walls, floors and ceilings are always an out of pocket expense to the customer.”  At no time have I asserted a desire for HBRWC to do other than complete, “restoration of surfaces to a rough finish.”  My previous statements were clearly meant as examples to highlight the intent of B-6.  Over-layments are an out-of-pocket expense because of contractual language stipulating the limits of the restoration effort. Since HBRWC has indicated that these agreements are prepared by attorneys, I would hope that those attorneys are aware of and considered Contra proferentem in the preparation of the agreement.  Indeed, my suggestions for updating the language of B-6 in future contracts would likely result in a better and more clear contract.        Again, I request that HBRWC abide by the service agreement and complete the “restoration of surfaces to a rough finish only.”    
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate that they are refunding the fee for my service call.
Sincerely,
[redacted]