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 [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 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

Our records indicate on June 19, 2017, it was reported “online” the refrigerator was not cooling. The independent contractor, [redacted] was sent the dispatch to visit the home. On June 21, 2017, [redacted] called in checking status and advised the representative her refrigerator...

has a 10 year manufactures warranty. [redacted] has are Supreme Protection where if the manufacturer does not warranty their product, HBRWC will be responsible for parts and labor for what is eligible under the Agreement. However, [redacted] has not yet called in their diagnostics.
 
[redacted] reported that the evaporator coil is leaking and the refrigerant is low. [redacted] is not a Kitchen Aid certified technician as the refrigerator has a 10 year warranty and they are not certified with Kitchen Aid. The claim was reviewed with the contractor and there was enough evidence to determine the refrigerator was not in good working order at the beginning of the Service Agreement and the claim was denied. A hole in the evaporator coil and low on refrigerant would take longer than the 5 days that the Agreement was in effect. 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 represented notified [redacted]’ by voice message that we would not be able to provide coverage as the refrigerator was not in good working at the beginning of the service agreement. The representative reimbursed her service fee. It is not noted that we directed [redacted] to acquire a [redacted] technician. As a gesture of goodwill, we will reimburse the $105 service fee she paid [redacted] would need to send her service fee invoice to [redacted] and reference her work order number [redacted].
 
We regret, we are unable to reimburse any additional amount. We do apologize that we could not be of further assistance in this regard as we are not liable for such expenses.
 
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 air conditioner claim. Thank you for the...

opportunity to review and respond.   Our records indicate on May 27, 2016, [redacted] reported condensation from his air conditioner is leaking into the bathroom. Due to the high temperatures, most of the contractors were booked. HBRWC was able to locate a contractor to service on June 2, 2016 but [redacted] did not want to wait due to his son’s health issues. We spoke with [redacted] bi-annual maintenance and cleaning company. They discovered a crack in the primary drain pan and the compressor was pulling high amps. There was difficulty finding other contractors to service in a timely manner. [redacted] had a contractor out that wanted to replace the entire system without justification. HBRWC was able to locate a contractor. They reported the drain pan was leaking, found the compressor pulling 18 amps and the compressor is rated for 20 amps. The only issue the contractor found was the drain pan was leaking and he would be able to replace it. The out of pocket expense for Adrienne Simmons was $158 and he has agreed to this. The contractor completed the repairs and reported the system is now operating properly. This did occur after this notice was placed. [redacted] $100 reimbursement was processed on June 23, 2016.   Concerning the replacement of his air conditioner system. There were no other failure found other than the drain pan. We do not replace an entire system solely due to age.   HBRWC apologizes to [redacted] for any experience he may have 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 feedback allows our company to serve our customers better. We will have his concerns reviewed and addressed internally so we may 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 Warranty Corporation VI (“HBW VI”) is in receipt of the inquiry submitted under case 11113375 by [redacted]. We have located [redacted]’s Limited Home Service Agreement (“Agreement”) which became effective July 15, 2015 along with the applicable...

claim. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced during the claim handling process. Our records indicate on December 18, 2015, [redacted] reported his Heat Pump is blowing cold and hot air. The independent service contractor, Total Air Care Inc. was dispatched to the property to evaluate the claim further. On December 18, 2015, Total Air Care reported the Freon levels were down 2 lbs., so the technician added leak seal and recharged the system. On January 25, 2016, Mrs. [redacted] called in stating she is having issues again with the heat pump. There was a recall set up for Total Air Care. They called in their findings January 28, 2016 stating the evaporator coil is extremely dirty causing water to leak. The technician was not able to diagnose any further until the coil is cleaned. Per the Agreement B-7 “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” and B-16 “You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer.” We acknowledge the statement made by Mr. [redacted] concerning the Band-Aid fix. It is important for Mr. [redacted] to underhand that per section B-1 ”We solely determine whether covered systems or appliances and their components will be repaired or replaced” All of the contractors that are utilized by HBW VI are independently owned and operated. They are all licensed and insured and not employees of HBW VI. Their recommendation weighs heavily on our decision to repair or replace. A representative of this department called and spoke to Mrs. [redacted]. She stated Total Air Care has cleaned the coils and their report showed the system was low on charge again. The technician requested for her not to use the heat pump until the system is fixed. On February 23, 2016, Total Air Care reported after cleaning the coils, found a leak in the evaporator and condensing coil and a rusted accumulator. They are replacing the accumulator and are confident they can repair the leaks. A call was placed to the [redacted]’s residence and a voice mail was received. A message was left that HBW VI will be reimbursing her service fee. The reimbursement is a gesture of goodwill and not an admission of liability. The [redacted] have a direct contact to this department if they need further assistance on this claim. HBW VI values each business relationship we have with our customers. We again apologize for any frustration or inconvenience experienced during the claims process. We take these matters very seriously and we thank you for bringing these concerns to our attention. Sincerely, Office of the President Home Buyers Warranty Corporation VI

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.
 
HBRWC apologizes to Mr. [redacted]’s for the delay in his air condition claim. There were multiple contractors out to the home. Several contractor could not locate where the leak in the air conditioning system was. The independent contractor, ** [redacted] identified a leak in the evaporator coil. The coil was found and we were attempting to authorize the contractor to replace the coil. There were numerous attempts to get a hold of ** [redacted] but the contractor was unresponsive to HBRWC. The contractor was sent to our contractor relations department to investigate and address the contractor. The independent contractor, [redacted] was dispatched to the home and authorized to replace the evaporator coil. Our purchasing department requested [redacted] to supply the coil as to not delay the claim any further. [redacted] was also being non responsive and they were sent to our contractor relations department. On January 12, 2017, our contractor relations department was able to get in contact with [redacted]. There was miscommunication with [redacted], he had thought HBRWC was supplying the coil. This was straightened out and [redacted] has been authorized to supply the coil. [redacted] reported to our contractor relations department that they have scheduled for install of the coil for Wednesday January 18. Shortly afterward on January 12, Mr. [redacted] called and explained to the representative that [redacted] has not been honest with him and certainly not timely. Mr. [redacted] decided to take a repair buyout. The check does take approximately 10 to 15 days to arrive. If after that time, Mr. [redacted] does not receive the check, we ask him to call our accounting department at [redacted].
 
Concerning the furnace claim. Our records indicate on, December 21, 2016, Mr. [redacted] reported online his furnace was short cycling. When a claim is submitted on line, the system is automated to dispatch the next available contractor. The independent contractor [redacted] was dispatched. [redacted] accepted the dispatch online on December 27, 2016. On January 10, 2017, Mr. [redacted] called in advised he had not heard from [redacted]. The independent contractor [redacted]. was dispatched and reported no real problem with the furnace and it is working like it should.
 
We again, openly apologize to Mr. [redacted] for the negative experience he has had concerning the unfortunate chain of events causing the delay to air conditioning claim and the furnace claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His feedback 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 (“HBRWC”) is in receipt of the inquiry submitted under case 11296889 by independent contractor [redacted] of Magnolia Roofing & Exteriors Inc. We have located the Limited Home service Agreement (“Agreement”) [redacted]...

is referring to. Thank you for the opportunity to review and respond. We sincerely apologize for any frustration or inconvenience that [redacted] may have experienced due to her billing issues. Our records indicate on October 27, 2015, [redacted] reported his upstairs hallway ceiling leaking. [redacted] Agreement does not have roof coverage. It was explained to [redacted] that since we do not know if it is a roofing issue or a plumbing issue, HBRWC will dispatch a plumber. If it is determined that it is a roofing issue, this would not be eligible for coverage. [redacted] agreed. Independent contactor, A Perfect Plumbing was dispatched and reported this was a roofing issue. Independent service contractor, Magnolia Roofing was dispatched and did the roofing repairs. [redacted] has not responded to payment to Magnolia Roofing. As a matter of compromise, and not an admission of liability, HBRWC has paid the requested invoiced amount to Magnolia Roofing. HBRWC values each business relationship we have with the independent contractors and appreciate all they do for us. 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 air conditioner was not blowing cold air.
Independent service contractor, Home Heating & Air Conditioning was dispatched to the home and on May 4, 2016, reported the system was one pound low on Freon and he found a leak at the schrader valve. We paid the contractor for that repair and the system was in working order when the technician left the home. [redacted]’s Agreement expired on May 11, 2016 and he did not renew. On page 3 of the Agreement under What is the 2-10 HBW Service Guarantee? “You will not be charged a new service fee if the same part that was serviced by 2-10 HBW fails again within the term of the Service Agreement. Service performed within the last 30 days of the Service Agreement will be guaranteed for 30 days.” We apologize if he is now experiencing more issues but the service agreement has expired and we cannot honor claims outside the agreement.
 
We would like to point out that [redacted] system is made by Carrier and manufactures Bryant products. The serial number indicates this is a 2014 system. All Carrier HVAC systems have a minimum 5 year minimum manufacture warranty on equipment. HBRWC has never had a problem with Carrier honoring items under manufacturer warranty even when the customer is not the original owner. In fact, most times they are not the original owner. He may want to call Carrier directly with his model and serial # in hand. He should also have the paperwork.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty CorporationT

The Office of the President at Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of the rebuttal submitted by [redacted]. 
 
We would refer [redacted] to our previous response in which we indicated [redacted] reported to 2-10 HBW that everything is up to code and everything is sealed correctly. The air conditioner has a 23 degree temperature drop which is normal. [redacted] found no issues with the install of the furnace. Qualities license and insurance was submitted to the Attorney General. In addition, [redacted] who would like to do a final examination prior to the city inspection, has already pulled the permit on September 25, 2017. They are presently waiting for [redacted]’s approval to move forward. The permit has also been provided to the Attorney General. [redacted] is rated an A+ with the Revdex.com and they are one of the largest companies in the area.
 
In the [redacted]’s previous desired settlement, all she requested is: “I would like the permits to be pulled on my system and a thorough inspection done in order to ensure the safety of my family.” [redacted] has had the permit pulled so the inspection can move forward. Again, they are just waiting for the [redacted]’s approval. 2-10 HBW is standing on their decision to have the furnace inspected by the city of [redacted]. The inspection report will determine if there are any issues that need to be addressed. We will not be replacing the furnace again. The Attorney General is aware of our decision and they are aware that [redacted] original request was to have a permit pulled.
 
We apologize in advance to [redacted], if a customer service representative was being rude and this will be looked into. We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision.
 
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 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 September 15, 2016, Mr. [redacted] reported his air conditioner would not turn on. The independent contractor [redacted] was dispatched and reported this is an old Rheem gas package unit and the model and serial #’s are worn off. The technician found the compressor has blown out terminals, the heat exchangers are rusted and cracked and a lot of rust over all. Since there is no model or serial #, we would not be able to order the parts to repair. It was decided to replace the gas package unit.
 
A representative of this department contacted Mr. [redacted] and discussed the out of pocket costs. There were charges that were discussed that both the representative and Mr. [redacted] disagreed on due to the contract language. The non-covered charges were resolved satisfactory with both parties. There is one out of pocket item for Mr. [redacted], the rain shield at a cost of $195, to protect the gas package unit from the elements. This is an item that has nothing to do with the function of the gas package unit and is a cost that HBRWC does not pick up. This cost is between the contractor and Mr. [redacted].
 
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 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 June 14, 2016 Mr. [redacted] reported his unit is icing up. Independent contractor [redacted] was dispatched to the home and reported there is no problems with the system. The issue is related to the ductwork and the lack of air flow. The ductwork is undersized. There is a 14”, 12”, 8” return and it needs to be 16”, 14”, 12”. If Mr. [redacted] would please refer to his Agreement under the Terms & Conditions of the Warranty; B-11 “We do not perform repairs related to adequacy or capacity…” This means since the ductwork is too small, it is not our responsibility to enlarge it. In addition, there is no failure to the ductwork. “we provide service for covered systems and/or appliances that: 2. Do not operate correctly due to normal wear and tear;”
We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  We appreciate Mr. [redacted] for bringing this 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 (“2-10 HBRWC”) is in receipt of the inquiry submitted under case number 11099940 by [redacted].  We have located Mr. [redacted] Limited Home Service Agreement ("Agreement") and applicable claim.  Thank you for the...

opportunity to review and respond.                 Our records indicate that Mr. [redacted] first contacted 2-10 HBRWC about the replacement of his garage door opener on January 21, 2016 after the garage door opener had already been replaced back in March 2015.  We regret that we will not be able to offer reimbursement or further review of this matter.  Any repairs completed without 2-10 HBRWC's prior notification pursuant to page 3 of the Agreement which states, "2-10 HBW will pay or reimburse you for costs that have been authorized for a covered repair. Service performed without prior authorization will not be paid."                 Additionally, per Section A-1 of Mr. [redacted] Agreement:  "No claim forms are used, but we must pre-approve service by an authorized, independent service contractor."                 We do acknowledge that the replacement of his garage door opener would have been eligible for coverage had Mr. [redacted] contacted 2-10 HBRWC first.  However, the terms and conditions of our Agreement are quite clear in stating that no remuneration is offered in situations where repairs are completed without our prior notification or approval.                 We would like to close by thanking Mr. [redacted] for bringing his concerns to our attention.  While we are not able to offer coverage, 2-10 HBRWC does take his concerns seriously and appreciate the opportunity to review further.                  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 Mrs. [redacted].  Thank you for the opportunity to review further.
 
Mrs. [redacted] original complaint was concerning her gas package unit that was replaced on September 24, 2016 and she is questioning the contractor’s installation. Mrs. [redacted] has 2 a/c systems. The same contractor who installed the gas package unit found the evaporator coil leaking on her second system. The contractor replaced the evaporator coil on October 20, 2016.
 
The supervisor who is actively working with Mrs. [redacted] is stating she has received pictures from Mrs. [redacted] showing water property damage. 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. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only. The Agreement does not provide for consequential damage per the Terms & Conditions of the Agreement; B-5. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage”. If the contractor did cause the property damage, this would be the contractor’s responsibility. Even though the contractor is responsible for their workmanship, the supervisor is working with the contractor and Mrs. [redacted] to address her water damage claim.
 
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 May 15, 2017, [redacted] reported the master bath toilet, guest bathroom toilet will not flush, and the shower drain has garbage disposal waste coming up. [redacted] used his own contractor out of our network. His contractor reported he made access from a cleanout in the front of the house. The technician snaked the line and pulled back roots. In order to make repairs he would need to replace 4ft of pipe due to the damage the roots caused. The representative advised [redacted] that roots are excluded from coverage pursuant to the Agreement under the Plumbing section; “EXCLUDED: …drain line stoppages due to roots”.
 
We do apologize for the length of time [redacted] had spent on the phone with customer service. This will be reviewed internally so we may make corrections and improve our service. Roots are specifically excluded from the Agreement and not eligible for coverage. We regret we are unable to reimburse any additional amount. HBRWC has fulfilled their obligations as specified in the 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.
 
Mr. [redacted]’s Agreement cancelled back on January 23, 2018 and he did not renew. Regarding his washer. There is a program when you file a service request where you have the option of having a contractor come out and service the appliance or you can accept a $100 rebate to put toward a new appliance. Mr. [redacted] opted for the $100 rebate. The rebate information for $100 with directions is automatically sent to the customer when this option is selected. This is directly from 2-10 HBW notes: “The Appliance Replacement Offer of $100.00 has been accepted and authorized, and an email with the rebate form and steps to complete the claim have been emailed to [redacted]” It is NOT noted, he was offered $299. However, he would be saving his $100 service fee if a contractor did not come out to service.
 
Regarding contractor availability in Mr. [redacted]’s service area. We do regret that on occasion, 2-10 HBW will have limited or no approved network contractors to service an area in a particular trade or they are booked and cannot service in a timely manner. We do apologize for this inconvenience. When this occurs, we do give the customer the option to locate their own contractor. We do have this right as explained in the Agreement under the Terms & Conditions, A-1 "… If a 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.”
 
In regards to a full refund of the Agreement. The claims were placed in February 2017 and October 2017, the Agreement expired on January 23, 2018. If Mr. [redacted] had wished to of canceled the Agreement when he was not pleased with the service in February or October. He should have canceled the Agreement at that time. Then the Agreement would have been canceled per the Terms & Conditions, Section H; “If this Service Agreement is canceled after the first 10-days, the owner of the home at the covered address will receive a pro-rata refund of 90% unearned premium less claims paid, any other unpaid charges”.
 
We regret we will not be refunding the Agreement and cannot be of further assistance in this regard. 2-10 HBW has fulfilled their obligations as specified in the Terms and Conditions of the Agreement. 
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by 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 December 29, 2017, [redacted] reported her thermostat is blinking and not going to a good temperature for warmth. The independent contractor, [redacted] was sent the dispatch, however they were a week out. There are plenty of network contractors in her area. Ms. [redacted] chose to use her own contractor instead, as she did not want to wait until the next contractor that we provide could get out. The guidelines for using a contractor out of our network were emailed to her. Ms. [redacted] had her contractor out the same day and advised 2-10 HBW that her contractor reported the thermocouple, gas valve and pilot light would need to be replaced for $544.80 or replace the entire furnace for $1,800. Ms. [redacted] chose to have her furnace replaced. She was also aware that we would only pay what we would have paid a network contractor. As stated in number 1 of the guidelines sent to her.
 
Number 1 of the guidelines is clear on how we will only reimburse the amount we would pay a contractor that is in our network;
 
1.        2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement.  The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.”
 
This is also located in 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)”
 
Also, Ms. [redacted] chose to replace the furnace where 2-10 HBW would have repaired. B-1; “We solely determine whether covered systems or appliances and their components will be repaired, replaced or if payment is provided in lieu of services.”
 
On January 11, 2017, Ms. [redacted] spoke to a representative. The representative priced out what our cost would have been to replace a furnace in order to settle this matter. Ms. [redacted] apparently was still not content with the amount as she has placed this Revdex.com complaint. As stated above, we are not liable for any further compensation toward the furnace.
 
Concerning the leaking monoxide, our notes indicate after the furnace was installed, Ms. [redacted]’s contractor came back to check the work. The technician found that the vent under the crawlspace to the fireplace was not vented properly which was causing fumes from the water heater and furnace going into the home. Ms. [redacted] needs to be aware that 2-10 HBW does not cover any type of flue venting that carries carbon monoxide. Flue venting is specifically excluded from coverage under Heating and Plumbing; “EXCLUDED: flue venting” As such, we cannot offer any further payment 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.
 
We do empathize with Ms. [redacted]’s situation, particularly with the safety concerns for her and her family. We apologize we cannot be of further assistance in this regard. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“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 the independent contractor, [redacted] was dispatched to the property and on January 4, 2018, reported online the duct work is improper as it needs 3 vents. Improper or not, the ductwork is not eligible for coverage. It is only eligible, If the ductwork needs to be modified to effect an eligible repair; such as the furnace, Per the Agreement under Heating and Air Conditioning; “Ductwork, modification of plenum when necessary to effect an eligible repair”. [redacted] did not find a failure with the furnace and they did not report that the furnace was improperly installed.
 
On January 5, 2018, Ms. [redacted]’s contractor called in and reported cracks in the heat exchanger and there is un-sealed and detached duct. Her contractors cost is retail and much higher than 2-10 HBW’s cost. As Ms. [redacted] stated above, the representative gave her options of another network contractor or proceed with her contractor. She was explained we would pay what we would pay a network contractor. This is also located in 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);” Ms. [redacted] decided to take the cash buyout of our cost to replace the furnace and have the furnace replaced outside of the warranty.
 
Many homeowners question how we can replace a system at such a reasonable cost. The independent service contractors that 2-10 HBW utilizes are all independently owned and operated. Much like that of your health insurance, we work with these in-network contractors and the labor pricing is agreed upon in advance. Due to the extremely high volume of HVAC equipment 2-10 HBW purchases from certain manufactures, our costs of the equipment is much lower than retail cost. With the agreed pricing we have with our in-network service contractors along with the cost 2-10 HBW receives on HVAC equipment, it is not out of line to say our portion to replace a standard furnace is under $800
 
Neither contractor reported a failure to Ms. [redacted]’s air conditioning. 2-10 HBW is not liable when there is no failure as stated in the Agreement’s Terms & Conditions; “We provide service for covered systems and/or appliances: 2. that do not perform their primary function due to normal wear and tear”. An existing air conditioner would be compatible to a new furnace. The air conditioner and furnace are separate pieces of equipment. They share the furnaces blower motor in order to circulate the air in the home.
 
Concerning the phone call Ms. [redacted] had with a customer service representative. We take her concerns against the representative seriously and can assure her that it is not acceptable for anyone to be discourteous. This matter will be investigated internally so we may make corrections and continue to improve our service.
 
In Ms. [redacted]’s desired settlement, she is requesting the fair market value of both the furnace and her air conditioner. As specified above, we regret, we are unable to reimburse any additional amount and cannot be of further assistance in this regard as we are not liable for such expenses. 2-10 HBW has honored their obligations as specified in the terms and conditions of the Service Agreement.2-10 HBW apologize to Ms. [redacted] for the experience she has had concerning this claim.
 
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 June 2, 2016, [redacted] reported online the air conditioner is not blowing cold air in a portion of the home. Independent service contractor, Residential Systems was dispatched to the home and reported an air flow issue to the master bedroom area. Adjusted the blower assembly. Adjusted the volume dampers and recommends the customer add a supply line to the master bedroom. In the contractor’s professional opinion, the lack of air flow to the master bedroom is due to the design of the ductwork in the home. There is no mechanical failure to the system.
 
Ductwork is eligible for coverage when there is an eligible failure to it. There is no failure to the ductwork for coverage to apply. At the beginning of the Terms & Conditions of the warranty “We provide service for covered systems and/or appliances: 2. Which do not operate correctly due to normal wear and tear;”
 
The ductwork is operating the way it was designed for the home. The design of the ductwork is not eligible for coverage per the Agreement under the Terms & Conditions;  B-11 “We do not perform repairs related to adequacy or capacity, manufacturer’s recall, improper design, improper previous repair or problems caused by alterations, modifications or improper installation.”
 
The contractor recommending adding a supply line to the master bedroom to get adequate air flow. The agreement would not be responsible for the addition of the supply line 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): missing parts,”
 
In addition B-3 “We do not perform verification and/or diagnostic testing of ductwork the sealing of ductwork, and associated repair costs.” If [redacted] would like to get her own opinion at her cost. We request the contractor be:
1. Licensed and Insured
2. Report a diagnosis and estimate before repairs.
3. We reserve the right to a second opinion.
4. We will only pay what we would pay our contractors.
5. We will not pay on work that had no prior approval.
 
A representative of this department contacted [redacted] and we discussed his claim. His service fee will be reimbursed due to the contractor’s unprofessionalism. The contractor has been passed along to our contractor relations department to address them.
 
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

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]