2-10 Home Buyers Warranty

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

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]

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 [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.)

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 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

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 (“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 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 that there were several contractors out to the home. An independent contractor stating shoddy workmanship on another. It was decided to have the independent contractor, [redacted] to replace the system due to the multiple issues. [redacted] reported the system was a 2.5 ton system. Mr. [redacted] advised this was a 3.5 ton system. The equipment was reordered for a 3.5 ton. [redacted] made the mistake of installing the 3.5 ton condensing unit in place of Mr. [redacted]s 5 ton condensing unit (2 systems in the home). This was confirmed by dispatching the independent contractor Polar. Polar has been approved to make all the necessary corrections due to the mistake of [redacted]. This claim has been sent to our contractor relations department to investigate and address [redacted]. Mr. [redacted] has been working with a manager and has his direct contact information. We ask Mr. [redacted] to work with the manager if there are any further issues.
 
HBRWC would like to apologize for the inconvenience and delay Mr. [redacted] has 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 ("HBRWC") is in receipt of the additional rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
Our notes do indicate that temporary cooling in the amount of $150 was offered to Mrs. [redacted] on September 19, 2016 under her gas package unit claim. We do apologize if this was not relayed to her. If she purchased a room or window a/c unit. We will reimburse her up to $150. She can forward the invoice to [redacted].
 
On October 26, 2016, the independent contractor, [redacted] was sent to the home as a second opinion to diagnose both of Mrs. [redacted]’s air conditioning systems and to check for any workmanship issues from the first contractor. The supervisor assigned to this case is working with [redacted] to get this resolved. We have received their diagnostics and yes there are some issues that [redacted] found. We do request that Mrs. [redacted] work with the supervisor. She will be updated shortly.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:
Why would I allow the people who messed up my whole system and duct work come back out to "fix" what they messed up? They had been at my house no less than 20 times. Either had the wrong part, or had to fix this etc.. It took all winter for my heater to be fixed and now it's taking all summer for my air to work. I have 2 estimates stating that everything has to be replaced. Everything was the same name brand and fit perfectly in the attic like it was supposed to. Yet, you send different name brand parts that were too big, so they broke off my duct work and now only one side of my house stays cool. I'm not sure what they did to my outside unit, but I have wires hanging out and copper that is too small. $1,500 wouldn't even put a dent into what it's going to cost to fix your mess ups. Even if I did allow you to send your contractors out here, it would still cost them no less than $7,000 to fix it. I have already contacted an attorney and you will hearing from them shortly. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Once again, if I could have opted not to have a new expansion tank installed then it would not have been up to code. The fact that you would cover an expansion tank to be installed, if one were not already there, to be brought up to code but not if one was there but needed replacement makes NO sense! The tank had to be installed per code requirements! Based on that you should cover it! If I had said that there wasn't one there to begin with, you would have covered it. What is the difference? A tank is required by code regardless! I WILL NOT CONSIDER THIS MATTER CLOSED UNTIL YOU COVER THE ADDITIONAL $150 FOR THE TANK. 
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 August 11, 2016, [redacted] reported his air conditioner was leaking. The independent contractor, [redacted] was dispatched and reported “the return duct and supply duct was set up originally as a triangle, not allowing enough air back to coil. The existing duct system is a perimeter loop system which needs more air supplied to coil to prevent rusting & excessive condensation. This excessive moisture from the condensation accumulates on the air handler and duct trunk line to drip through the ceiling.” Design of the duct system is not eligible for coverage per the Terms & Conditions of the Agreement E-11 “We are not liable for repairs related to; improper design;” The contractor was authorized to replace the drain pan. The contractor refused to replace just the drain pan because the same issue would occur if the ductwork was not corrected and he did not want to be held liable.
 
Due to Mr. [redacted]’s frustration with the contractor, [redacted], another independent contractor, [redacted] was dispatched and reported the condensing coil, reversing valve and roto locks have multiple leaks. We were in the process of finalizing the pricing with the contractor and ordering the equipment when Mr. [redacted] reported that he has sold the home and would like to cancel this claim.
 
All of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service and it is stressed that anything less is unacceptable. The contractor, [redacted] has been sent to our contractor relations department to address the contractor.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced with the independent service contractors. We would like to thank [redacted] for bringing his concerns to our attention as we do take these matters seriously. 
 
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 August 4, 2016, [redacted] reported her door is off track and possible it does not open. The soonest our contractor could get out to service was August 6, 2016. [redacted] used her own contractor for sooner service. Her contractor’s price was over our guidelines. It is not noted that a representative offered $450. There was a misunderstanding concerning the out of network guidelines and a supervisor made the decision to settle with [redacted] to her satisfaction.
 
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.
I appreciate that they are refunding the fee for my service call.
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 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 April 26, 2016, [redacted] reported his dryer is not responding to the controls or buttons. Independent contractor found the heating element and control board have shorted. Our parts department found the heating element was no longer available and a replacement was offered to 
[redacted] or she could take the buyout of $430 which is our cost of the dryer. The representative spoke to [redacted] concerning the dimensions of the dryer: “I gave her the dimensions and she is taking a guess that they would fit. I explained that if it does not we are not responsible for any modification she needs to make and we cannot return it and offer a different unit.” [redacted] understood and accepted the unit. The dryer was ordered. Unfortunately it was delivered damaged. This is something that is out of our control. On May 27, 2016, a reprehensive offered [redacted] the replacement buyout amount of $430 if she does not want to wait for the replacement dryer. [redacted] decided to wait on the replacement.
 
On June 30, 2016, [redacted] called stating the dryer will not match her [redacted] stackable unit and the plug is incorrect for her present outlet. The $430 offer was again offered to [redacted] and we would put in a return for the dryer. [redacted] refused the replacement buyout. It was explained to [redacted] when she placed the order it was her responsibility to make sure the unit was compatible and there would be no returns. The warranty is not responsible for compatibility issues. This is explained in B-1 of her Agreement; “When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or color…we are not responsible or liable to upgrade equipment,
components or parts due to: (a) the incompatibility of the existing systems and appliances
with the replacement system,” As a gesture of goodwill, we offered to return the dryer and move forward with the replacement buyout. She told us she needed to make some calls and will call us back. There was no further response from [redacted] until this notice was received..
 
A supervisor has been assigned to this case and contacted [redacted] to resolve this matter.
[redacted] has his 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 his future warranty needs.
 
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 rebuttal submitted by Mr. [redacted].  Thank you for the opportunity to review further.
 
Our records indicate accounting received the invoice on December 19, 2017 and the check has been processed for the amount of the invoice less Mr. [redacted]’s service fee.
 
In Mr. [redacted]’s desired settlement, he had only requested “To be reimbursed the total amount including the $75 service fee and know that they will deliver contractors when needed.” We would refer Mr. [redacted] to our previous response in which we indicated why we will not reimburse the service fee and why there may be times we will not have a network contractor readily available.
 
We apologize to Mr. [redacted] that he did not receive the quality service that he expected as 2-10 HBW is committed to providing superior home warranty protection and customer service.
 
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 Dr. [redacted]. We have located Dr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to...

review and respond.
 
Our records indicate on January 2, 2018, Dr. [redacted] reported his furnace will not turn on. The independent contractor, [redacted] [redacted] was dispatched to the property and reported multiple issue – Upon arrival he found no blower operation. The insulation inside blower cabinet is sucked onto the motor. Found motor to be extremely hot. Found signs of long term water damage in air handler from the evaporator coil. Found capacitor and blower motor shorted. Found 5 ton system on 4 ton ductwork. Premium also said the system is impacted with dirt and advised this is not normal wear and tear. The representative denied the claim based on consequential damage due to water from the evaporator coil and insulation being sucked into the blower motor causing it to short. As stated in the Agreement under the Terms & Conditions, B-5; “5. We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.”
 
On January 3, 2018, Dr. [redacted] advised he got a second opinion but the contractor does not work with warranty companies, so he was advised to send in the proposal. There was also three attempts to contact Dr. [redacted]’s contractor; each time a voice message was left to call back. His contractor had not called back.
 
A representative of this department emailed Mr. [redacted]. Mr. [redacted] responded with the acquired information needed from his contractor to make an informed decision. It was determined that the failure of the blower motor was from normal wear and tear. Mr. [redacted] has been advised that he is being reimbursed the amount paid to replace the blower motor.
 
2-10 HBW would like to apologize for the inconvenience Dr. [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