2-10 Home Buyers Warranty

Essentially 2-10 doesn't want to try and resolve the issue and has put the onus on me to resolve the issue.  If I find a contractor that can rectify the problem but 2-10 doesn't want to pay for the service, I'm stuck.  Essentially, I have to continue to contact contractors until they find one acceptable.  This is a lot of time and lost wages from taking off of work to potentially never receive the warranty that I've paid for.  They could contact contractors out of their network just as I will have to do to find someone to correct the problem, but I guess that's just too much work.  Not a good way to keep a long term customer. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:2-10 Home Buyers Warranty has shown bad faith at every step of the way regarding my home warranty claim and this pattern continues with their response to my Denver Revdex.com complaint and their offer of settlement.   If you are reading this because 2-10 / HBRWC has cheated you, I encourage you to open a complaint with your home state’s Attorney General.  From my reading of the complaints on the Denver Revdex.com website, there is a pattern of dishonest behavior in how 2-10 handles claims (especially major HVAC claims) under their service agreement.  It starts with exceedingly long hold times which they blame on seasonal heat waves, they blame their “independent service contractor” shills whenever possible, and 2-10 wears their clients down with circular and nonsensical responses and explanations.  Ultimately their goal is for you to fix major break downs on your own so that they can get away with paying a fraction of what they would have paid if they honored their service contract from the start and had fixed the problem on their own. 2-10 / HBRWC’s response to my Denver Revdex.com complaint was written the day after they admitted in an email to me (see below) that they were responsible to replace my AC system.  At the second to the last paragraph of their response they again admit that they are responsible to replace my AC system.  Why is 90% of their response dedicated to why they are not on the hook to help me?  This is part of their pattern of misinformation and confusion which seeks to exhaust the will of anyone who is unfortunate enough to cross their path.   2-10’s response is filled with inaccuracies, misinformation, obfuscation and outright lies: I opened the claim on 06-28-16I reported that my AC Unit wasn’t cooling properlyService tech [redacted] from in-network contractor Schmidt’s AC Service Co. LLC  inspected the unit on 06-29-16, not on 07-06-16 as 2-10’s response indicatesHe did not “attempt to repair the coil by using leak seal”.  I was with the tech the entire time he was at my house.He recommended replacing the entire AC system.  Here are his notes from the service order description of work that he filled out on June 29th: “found system slightly frozen, system very low on refrigerant R-22, oil traces along condenser coil, high pressure (side), due to system age system (will) most likely need replacement”.Schmitdts never recommended replacing the condenser coil only and neither did the second contractor that 2-10 paid to come to my house which was Collins Comfort Masters.  Both recommended replacing the entire system.  Here is the second service tech’s repair resolution notes: “Came Today For A Diagnostic, No Cool On The West Side Of The Home. Found The System Low On Freon. Did An Electronic Leak Search And Found The Leak In The Condenser Coil. The Unit Is 16 Years Old And I Recommend Unit Replacement. The Unit Is R22 And Both The Indoor Air Handler And The Condenser Should Be Replaced. You Can Not Match A R22 System With A R410 System. He Is Working With Home Warranty To Get Unit Replaced”.The service agreement is 1 page in length – there is no “page 4” and it’s doesn’t state any such thing as what 2-10 claims in paragraph 6 of their response to my Revdex.com complaint2-10 takes 5 paragraphs of their response to my complaint arguing that they aren’t responsible to replace my AC system a day after they offered to replace 2 of the 3 major components (the condenser coil & the evap coil, but apparently they are not willing to replace the air handler)My existing system was rated at a SEER of 11 when it was installed in the year 2000.  It was designed and tested to use R-22 refrigerant (not R410A).Though 2-10’s response awkwardly tries to infer that Carrier Blue Book indicates you can match R-22 components with R410A components, it does no such thing – the components are incompatible based on operating pressures and lubricantsIt’s not correct to say that replacing the indoor coil would be my responsibility under the terms of the service contract; just read the following paragraph where they quote the contract2-10’s service contract (which they accurately quoted in paragraph 5 of their response) states that when it comes to R410A coverage, they ARE responsible to upgrade working component parts due to their incompatibility with the replacement components.  There are three major components of a split AC system: condenser coil (outside), evap coil (inside) and air handler (inside).  These components need to match for the system to work properly.  On my unit the air handler includes the blower and furnace.  The blower IS a major component part of the spit AC system.I started my service contract on 11-12-2015.  At that time I paid $75 extra for “Enhanced HVAC coverage”.I have never received a “flyer/letter” from 2-10 offering me an option to purchase additional coverage regarding the change in government regulations.My contract, which 2-10 quotes in their response, does address the DOE’s 13-SEER and R410A regulationsIt’s a flat out lie to say that I acknowledged to them that I received such a letterI was never given the option to buy additional coverage relative to my HVAC system after I purchased my service agreement.My concern regarding a 16 year old AC system was the only reason I bought the warranty contract when I purchased the house in November 2015.  There were two reasons I went with 2-10: their service contract would upgrade working AC components to comply with SEER-13 and R410A regulations and their A+ Denver Revdex.com ratingWhy do they bring this imaginary “letter/flyer” up and then say that it wouldn’t have helped me anyway?  After their lengthy and intentionally confusing and inaccurate response, 2-10 says “as a resolution and not an admission of liability”, they will replace the condenser and evap coils?  Why didn’t they offer this 41 days ago?  It’s simple: they wanted me to go out and replace the AC system on my own.  This benefits 2-10 is that they are paying less than they would have paid had they fixed / replaced my system.  It also neatly clears my complaint off the Denver Revdex.com website as having a favorable resolution. Here’s the email I received from a 2-10 representative on 08-08-16: From: [redacted] [mailto:[redacted]] Sent: Monday, August 08, 2016 12:25 PM To: [redacted] <XXX> Subject: RE: Work Order # [redacted] Service Agreement # [redacted] Good Afternoon,  Although the service agreement states we do not pay for failures without prior authorization. I show the unit needed to be replaced, I would like to offer you in a reimbursement for  what we would have paid out service vendor. Equipment Cost (wholesale rate) : $1035.00 3.5 Ton Condensing unit $301.00 3.5 Ton Evap Coil  = $1336.00 Labor cost $500.00 flat =$1836.00 To make is even I can offer a full $2000.00 if interested. I understand this is not the cost you have paid but this what we would have paid if the proper process had been followed with an in network service provider.  Thank you  2-10 points out that their contract states that they won’t cover repairs without prior authorization and that I went “outside of the agreement”.  The only reason I had to act on my own to get my AC replaced was due to 2-10’s deliberate stalling.  It ultimately took 2-10 / HBRWC 41 days to admit that they were responsible under their service agreement to replace my AC system.  Their in-network service contractor who was out to my home on June 29th told them that my system needed to be replaced.  The second service tech 2-10 paid to inspect the system on July 7th said the same thing.  Had 2-10 been dealing with me in good faith all they had to do was look at their service contractor’s notes, and to look at the language of the service contract to confirm that replacing my AC system was covered under the service agreement.  But instead 2-10 has intentionally delayed honoring their service agreement.  I live in the Sonoran Desert where daily high temperatures have regularly exceeded 110 degrees over the last month and a half.  In violation of Arizona law, 2-10’s dishonest behavior has materially affected the health and safety of my family.   I paid $7,625 to get my AC system replaced after waiting a month without working AC for 2-10 to honor their service agreement.  Needless to say, 2-10’s $2,000 offer strikes me as being ridiculous.  I don’t care how many AC units they buy and what kind of contracts they’ve negotiated with their service contractors, I don’t believe 2-10’s assertion that they could have replaced a 3.5 ton 14 SEER system for $1,836.  The strikes me as being a rather convenient claim for 2-10 to make after their intentional delays forced me to replace the system on my own.  2-10 / HBRWC’s response is NOT satisfactory to me.  At this point the only fair thing for 2-10 Home Buyers Warranty to do is to write me a check to reimburse me for the full $7,625 that I paid to have the system replaced.  If they are unwilling to do this I want 2-10 to back up their $1,836 assertion of their cost to replace my AC system with documentation. I want 2-10 to provide me with an itemized quote proposal from their parts supplier.  The proposal should be on their vendor’s letter head and should include the parts numbers and a complete list of all equipment, parts and supplies.  If 2-10’s proposal doesn’t include a new air handler they should provide documentation that shows that the existing blower will be compatible with the new evap coil.  Additionally, I want to see their contract with their service provider that says there’s a $500 flat rate for the labor to replace a split AC system.Thank you for your continued assistance in this matter!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
We do apologize...

for any frustration or inconvenience that [redacted] may have experienced during the claims handling process. Our records indicate that on June 17, 2015 the leaking evaporator coil was replaced. We regret that there was a delay in this claim while researching parts, since the evaporator coil needed for this system required the dimensions match exactly.
Our records indicate that there was a total of $326 in non-covered charges associated with this replacement. Due to our long-standing relationship with [redacted] as a customer, we would like to reimburse her this expense. In order to process this reimbursement, we would ask that she email an invoice confirming the total amount she paid to the contractor to [redacted]@2-10.com or via fax to 303.306.2187.
We appreciate [redacted] bringing this to our attention and we look forward to serving her future warranty needs.
[redacted]
[redacted]
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

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]
*

Initial Business Response /* (1000, 6, 2015/08/21) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
We do apologize for any...

frustration or inconvenience that Ms. [redacted] may have experienced. HBRWC strives to provide quality, professional service and anything less is unacceptable. We will review her concerns with the customer service that she received internally in order to take action as appropriate.
As Ms. [redacted] stated, HBRWC has sent multiple copies of her Agreement to the property address. The Limited Home Service Agreements ("Agreements") are processed and mailed by a company independent of HBRWC, as the copies that are mailed are printed on fold out paper that our standard office printers cannot create. We would note that the only difference between a mailed Agreement and electronic copy is the type of paper that it is printed on. There is no difference in the content or language of the Agreement.
We have attached an electronic copy which we hope will be of assist to Ms. [redacted]. We would like to thank her for bringing his to our attention and we look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ive never received copy of agreement in mail yet , have mailing address because send out bill .thename an address as follows,maybe should have company does this send by receipt this way know if was delivered get myother mail no problems.[redacted] SC XXXXX an then was told [redacted] ,send mecopy by my email address an never rec copy yet the address is [redacted]@yahoo.com actually if third company sending out agreements need follow up see if can send by where have tracking number on agreement this way postal can follow up ,but dont think was send out or got it get mywater bill an mortage not this mail ,,,,So see why question honestly should been here in four days according to sumter postal service if was mailed.I do request send it by mail use tracking number an email me copy ,They dont seem care an call to manyt ime for this ,when mail check in other times,,,,,,got copy in mail of agreement pay over phone by credit card had no problems get on the credit card bill but cant send out copy need call the company does print out agreements make sure send it anwith tracking number so can follow up on this,I total disappointed in this company ,[redacted] August 27,2015
Final Business Response /* (4000, 10, 2015/09/10) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of Ms. [redacted]'s rebuttal. We would being by noting that we provided an electronic copy of her Agreement in the attachment for this complaint. We disagree with Ms. [redacted]'s statement that it should only take 4 days for a copy of her Agreement to be mailed as this process does take 7-14 business days for her Agreement to be processed, printed, and mailed to her property. We will not provide tracking information, as her Agreements are sent via standard mail and tracking information is not available for such mailings.
HBRWC would reiterate that we have mailed her a copy of this Agreement multiple times. We have researched and not found any error or internal reason why Ms. [redacted] has not received these copies, nor has HBRWC encountered such difficulties with other customers. We apologize if she has still not received a copy, however HBRWC is not responsible for errors with her mail service as they are beyond our control.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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]

Initial Business Response /* (1000, 5, 2015/10/08) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted]. Thank you for the opportunity to review and respond.
Our records indicate that the...

claim in question was for the property address of [redacted] HBRWC apologizes for any delay that Ms. [redacted] may have experienced while a contractor was located. On the third page of Ms. [redacted]'s Agreement it states that, "We will contact an authorized, independent service contractor within 4 hours during normal business hours and within 48 hours on weekends and holidays to assist in evaluating your request."
HBRWC reached out to contractors in the area within that timeframe, but were not able to find a contractor available for service. For this reason, Ms. [redacted] was offered the option of obtaining her own contractor within two hours of placing her claim, pursuant to what is stated in section A-1 of the Agreement: "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."
Ms. [redacted] declined this option. In doing so she was advised that it may take up to 24 hours to locate an alternate contractor. As a result, HBRWC continued searching to locate a contractor able to service. On September 11, 2015 HBRWC located an independent service contractor [redacted]'s [redacted] & [redacted] who agreed to offer service. On September 14, 2015 repairs were completed.
We again apologize for any inconvenience that Ms. [redacted] may have experienced. At the same time we would note that HBRWC did fulfill the time frame as stated in the Agreement. We would like to thank Ms. [redacted] for bringing her concerns to our attention and we look forward to serving her future warranty needs.
Sincerely,
[redacted]
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 inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable air conditioner claim. Thank you for the...

opportunity to review and respond.   Our records indicate on June 16, 2016, [redacted] reported his air conditioner was not responding to the thermostat. Independent service contractor, [redacted] Service was dispatched to the home. [redacted] contacted us on July 5, 2016 checking status. We had found that the contractor never reported the diagnostics to us or completed any repairs. We made several attempts to contact them but they did not respond. The contractor was passed along to our contractor relations department to investigate and address the contractor. Due to the holiday and the heat wave, all the in network contractors were booked at least a few days out. On July 7, 2016, we were able to locate a contractor that could service this same day. They found the system needed cleaning and was low on Freon. The agreement does not cover for cleaning but as a gesture of goodwill, HBRWC picked up the cost. There was a recall set up for the contractor and the technician reported he repaired some duct work and the system is now operating correctly. A representative contacted [redacted] and he will be sending in the invoice for the attic fan that he replaced for reimbursement review. He was supplied a direct contact number. A representative called [redacted] and a voice mail was received. A message was left to insure the air conditioner is operating correctly.   HBRWC apologizes to [redacted] for the experience he has had concerning 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

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 August 6, 2017, [redacted] reported her dishwasher is not turning on. The independent contractor, [redacted] was dispatched and found the main control board and interconnect board had shorted. [redacted] was approved to replace the parts. On August 23, 2017, [redacted] called in to advise [redacted] has had the parts since August 14, 2017 and has refused to schedule for install. [redacted] was contacted and he was to check into it. On August 25, 2017, [redacted] called in stating [redacted] is refusing to schedule an appointment. The representative attempted to contact [redacted] but it went straight to voice mail. [redacted] was sent to our contractor relations division to address the contractor. The independent contractor, [redacted] was dispatched and found a thermofuse had shorted out. [redacted] was approved to replace the fuse.
 
Then on August 29, 2017 we were notified by [redacted] that her dishwasher is not working again. [redacted] was sent a recall dispatch. There were numerous attempts to contact [redacted] for the newest diagnostics report. It was not until September 14, 2017, when they reported the heat element is burnt out and the thermofuse is blown. Very possible the heat element causing the fuse to blow. The parts were ordered. The contractor reported that now there are access issues with removing the dishwasher to make the repairs. After receiving this information, to settle this claim, a representative offered [redacted] a cash buyout which she accepted.
 
We do apologize for any inconvenience and delays caused by the contractors assisting with [redacted]’s service and her hold times in customer service. We will have [redacted]’s concerns reviewed and addressed internally so we may make corrections and continue to improve our service.
 
[redacted]
[redacted]
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].
 
When the Agreement refers to the trade section, it is referring to the eligible trades; Plumbing, Electrical, HVAC, etc. HBRWC does not find it necessary to define the trade section as “Trade”; as trade is self-explanatory. This is not an all-inclusive Agreement. The first sentence at the very beginning of the Terms & Conditions of the Agreement, it states; “To keep the cost of this Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything. Cost limits for coverage are
identified in the trade section under the title “DOLLAR LIMITS”.
 
As stated in our previous response, per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 4. are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;” Jets are not listed as an eligible item in the plumbing section and therefore not eligible for coverage.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further. To clear up the confusion on the home inspection report. The inspection was never received but was a conversation between a representative and Linda Trintani on April 21, 2016. We apologized if this was not clear. We have addressed her customer service concerns internally. It was explained why the washer was not eligible for coverage in the previous response. [redacted] desired resolution in her initial complaint as shown: Desired Settlement: Refund I want a full refund of the $600 cost for this warranty and a cancellation of the policy. I also want the $60 I paid for the service call. As stated in the original response, HBRWC agreed to her “Desired Settlement”, a refund of her service fee, and a full refund of her warranty. These checks have been processed and her warranty has been canceled. No additional information has been received to determine eligibility of the washer. We respectfully request the Revdex.com consider this matter closed. 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

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 22, 2016, [redacted] reported online his refrigerator was not cooling. Independent service contractor, American Door and Appliance was dispatched to the home and reported the condenser fan motor had failed and they replaced the part. On July 6, 2016, [redacted] reported he was having issues again. A recall visit was set up for American to go back to the home. This time, they reported the compressor had failed. American was authorized to replace the compressor and the compressor was ordered. On July 18, 2016, it was confirmed that American had the compressor and [redacted] was notified. On July 19, 2018, [redacted] called requesting a different contractor, refusing to work with American any further due to too many unaccountable experiences with American and they will not respond to calls. Independent contractor Sears was dispatched. On July 20, 2016, [redacted] called requesting a repair buyout because Sears could not service until July 28, 2016. [redacted] accepted the buyout. The buyout is still pending.
 
A representative of this department contacted [redacted] to see if Sears had been to the home. Sears had not been to the home and he decided to purchase a new refrigerator. He also stated American had taken some parts out of the refrigerator on their second visit. As a gesture of goodwill, his service fee is being refunded and a repair buyout for the compressor of $500 was offered to him to put toward the new refrigerator. He will consider this. He has a direct contact when he makes his decision.
 
To be clear, 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. American was forwarded to our contractor relations department to investigate and address the contractor.
 
We sincerely apologize for any frustration or inconvenience that [redacted] has experienced on his refrigerator claim. We strive to provide fast and reliable service to all of our customers. We value his business and look forward to servicing 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 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 [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 rebuttal submitted by Dr. [redacted].  Thank you for the opportunity to review further.
 
The scanned invoice was received and the cost is clear. It is the diagnostics from the out of network contractor that is not clear. [redacted]’s contractor has not returned our calls. At this time we are refunding the invoiced amount to [redacted]. A call was placed to her and a voice message was left to expect the check in approximately 10 business days.
 
Sincerely,
Office of the PresidentHome 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]

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 16, 2016, [redacted] reported the upstairs ac was not cooling. The independent contractor [redacted] found the evaporator coil leaking. The technician was authorized to replace the coil. No other failures were found at the time. [redacted] was recalled to the home after the coil was replaced and found the compressor had leaks. It was decided to replace the upstairs system. The contractor has reported online the install is complete.
 
Our records indicate on August 19, 2016, [redacted] reported the downstairs system was low on Freon. The independent contractor, [redacted] found the evaporator coil had multiple leaks. He was approved to replace the coil, there were no other failures found. The contractor has reported online the install is complete.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation