2-10 Home Buyers Warranty

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 [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 22, 2016, the check was processed and mailed to her primary residence. On August 22, [redacted] called because she had not received the check. There was a stop payment on the first check and the check was reissued and sent priority mail. On September 12, [redacted] called and had not received the reissued check. There was a stop payment put on the reissued check. The check was reissued again and sent overnight signed delivery. It has been confirmed that [redacted] has received the check. This is not the error of HBRWC. This was due to the postal service not delivering the check. Having mail delivered is out of HBRWC’s control and the responsibility of the postal service.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced with the accounting supervisor. This matter will be addressed internally so we can better service all or our customers.
 
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

Initial Business Response /* (1000, 6, 2015/08/10) */
Case # XXXXXXXX
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the inquiry submitted by [redacted] on July 22, 2015. Thank you for the opportunity to review and respond.
In [redacted]'s...

inquiry she mentioned [redacted] an independent in network service contractor, had improperly repaired her air conditioner, multiple appointments, that the repairs took the entire summer of 2014, that she did not detect an air conditioning issue until May 2015, due to not utilizing the air conditioning system and that she had an HVAC technician look at the system and inform her that [redacted] had improperly repaired her system. Additionally, in conversation with [redacted] on June 6, 2015, she informed HBRWC that she found her heating and air conditioning system had to be replaced due to incorrect refrigerant in the system from a prior repair and she is requesting HBRWC to refund her this replacement cost.
Regarding [redacted] mentioning [redacted] improperly repaired her air conditioner, our records indicate we were informed the repairs were completed on September 12, 2014. The effective dates of [redacted]'s Limited Home Service Agreement ("Agreement") with HBRWC was October 31, 2013, and October 30, 2014. Our records also indicate we did not receive another communication about [redacted]'s service request from September 2014 until June 6, 2015. With that said, we have no repair, nor replacement history for [redacted]'s air conditioning system since September 2014 and until June 6, 2015. This means we have no knowledge of the independent service contractors that may have performed repairs within that time frame. We did receive an invoice from [redacted] dated June 6, 2015, for replacing her air conditioning system with a two ton through the wall system with Horizon Services, an independent service contractor. This invoice did not provide a diagnosis and, therefore, we are not apprised with why the system was replaced. Since the expiration of [redacted]'s Agreement on October 30, 2014, she has no active Agreement with HBRWC.
We acknowledge [redacted]'s service request was placed with our company on July 11, 2014, and that there were multiple service appointments with [redacted] for several diagnoses and repairs. The initial repair was compressor valves and a capacitor. On a following service appointment the service contractor replaced the compressor. On a possible recall dispatch the service contractor was authorized to replace the blower motor and bracket.
[redacted] mentioned in her inquiry that she did not detect an air conditioning issue until May 2015, due to not utilizing the air conditioning system. It is our understanding that Ms. [redacted]'s air conditioning system is a through the wall heat pump and air handler which utilizes refrigerant to heat and cool all year round. It would appear that if the incorrect refrigerant was used in [redacted]'s system nearly one year ago that it would have been undetectable prior to May 2015, due to the system utilizing refrigerant all year round and different refrigerants being incompatible with one another.
HBRWC is not offering any monetary compensation nor reimbursement to [redacted] per her request to be reimbursed for her cost to replace her air conditioning system due to the aforementioned above.
We thank you for your understanding concerning this matter. We do take these matters very seriously and we thank [redacted] for bringing these concerns to our attention.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I previously mentioned, the Office of the President failed to respond to my June 22, 2015, email attempting to resolve this complaint. As a result, I was forced to file a complaint with the Revdex.com in order to obtain a response to my email.
No work was performed by any technician on my AC unit following Beyond Perfection's final repair to my AC unit on September 12, 2014. I did not discover that the AC unit had been improperly repaired until May 2015 and, after being informed by another company that the unit had been improperly repaired, I immediately contacted 2-10.
I have attached a copy of that company's diagnostic. Although the diagnostic does not state verbatim what the technician told me about the wrong refrigerant, it does explain that the issue with the unit was the compressor. Specifically, it explains that the pressures on the unit were extremely high. The technician explained to me at the time that the reason the pressure was so high was that the wrong refrigerant had been used. The technician also explained and showed me that the compressor was old and no longer functioning properly and that it would not be cost effective to replace the compressor.
2-10 states in its response that Beyond Perfection replaced the compressor; however, the technician and attached diagnostics indicate that the compressor was not, in fact, replaced. Accordingly, I am asking that 2-10 at least reimburse me the cost of replacing the compressor. Thank you for your consideration.
Final Consumer Response /* (4200, 12, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept 2-10's response. If the compressor was, in fact, replaced with a new compressor last summer, as I was led to believe, it should not have failed less than a year later. The work done by 2-10's contractors should be guaranteed for a period of time, as is the practice of most reputable HVAC repair companies.
Final Business Response /* (4000, 14, 2015/10/05) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Ms. [redacted]. We would refer Ms. [redacted] to our previous responses in which we indicated why the new failure to her air conditioning system is not eligible for coverage. She no longer has an active Service Agreement with our company, and the failure occurred outside of the 60 day recall period stated in her Agreement. As such, we are not able to be of further assistance with this matter.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:. Although the work was finally completed, I feel that the actions of 2-10 were inadequate.  I was without AC for 3 weeks which I feel is unacceptable.  I do not want this to happen to anyone else.  They advertise to take care of items under warranty but then take forever to get it done.  I was told numerous lies each time I contacted the company.  It was only after contacting the Revdex.com that the work was finally completed.  The technician even express how some clients had been without AC for over 5 weeks.  I want to thank Revdex.com for getting 2-10 to honor the warranty.
Sincerely,
[redacted]

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 (“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....


 
Our records indicate the independent contractor, [redacted] was dispatched. [redacted] invoice shows they replaced a sub PCB board, noted one part is no longer available, then reported work complete. Their invoice goes straight to accounting in order to be paid. [redacted] is instructed to call or email 2-10 HBW when an appliance is not economical to repair or if a part is no longer available. This is so our Appliance department can price out a comparable unit. However, [redacted] did not call to inform us this. It was confirmed by our appliance department that the second part that [redacted] needed was no longer available. A representative of this department called Mr. [redacted] to offer a comparable replacement unit or the equivalent cash buyout. Mr. [redacted]’s voice mailbox was full. Our offer has been emailed to Mr. [redacted].
 
[redacted] has been sent to our contractor relations department to address this issue. We apologize to Mr. [redacted] that he did not receive the quality service that he expected as 2-10 HBW is committed to providing supe[redacted]r home warranty protection and customer service. His feedback allows our company to serve our customers better.
 
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 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 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

Initial Business Response /[redacted]/
The Office of the President at 2-10 Home Buyers Warranty of Virginia ("HBWVA") is in receipt of the inquiry submitted under case XXXXXXXX by [redacted] for the property at 1601 Spring Gate Drive, Unit 1208 in McLean, Virginia. 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 that on April 27, 2015 Ms. [redacted] placed a claim on the water heater stating it was not working correctly. The claim was dispatched to the independent service contractor Modern Mechanical to provide service. On May 2, 2015 HBWVA was contacted by a technician with Modern Mechanical who stated that the natural gas, direct vent water heater was leaking from the tank and would need to be replaced.
Section B-2 of Ms. [redacted]'s Agreement states, "When replacement systems or appliances of identical dimensions are not readily available, we are responsible for installation of "like-kind" equipment but not for the cost of construction or carpentry needed because of the different dimensions."
However, per the National Appliance Energy Conservation Act (NAECA), we regret that it is not possible to replace Ms. [redacted]'s water heater with like-kind equipment. Instead, the water heater would need to be upgraded to match federal regulations regarding water heaters and their allowed energy factor ratings. We regret that such an upgrade is not eligible for coverage per section B-3 of the Agreement when it states, "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances."
It is for this reason that Ms. [redacted] accepted a buyout totaling $1,085.86. This is HBWVA's cost for a water heater that is like-kind with the existing water heater. This is the amount that HBWVA is responsible for per section A-2a of the Agreement, "Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual cost."
We do acknowledge that the $1085.86 will not pay for the full costs associated with upgrading the water heater to match NAECA requirements. In addition to the high efficiency units being more expensive, the new style of water heater often requires heavy modifications be made to ensure correct airflow, space, water connections, etc. We apologize for the inconvenience that Ms. [redacted] is experiencing and empathize with her situation due to these changes. At the same time, HBWVA can only offer the cash in lieu of repairs as we will not instruct a service contractor to make any replacement that is not compliant with government regulations.
Our records indicate that Ms. [redacted] did accept the $1085.86 sum on the 27th of May. This check was processed the following day. She may expect the payment in the mail next week. As the full cost of upgrading her water heater is not eligible and since Ms. [redacted] did accept the cash offer, we respectfully request this matter be considered closed. We do thank Ms. [redacted] for bringing this to our attention so we may evaluate the matter further, and we look forward to serving her future warranty needs.
Sincerely,
Rachel Reeves
Office of the President
2-10 Home Buyers Warranty of Virginia, Inc.

Complaint: [redacted]
I am rejecting this response because:
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 June 23, [redacted] reported his air conditioner is not reaching the desired temperature. The independent contractor, [redacted] was dispatched to the property to evaluate the air conditioner further. On June 30, 2017, BS Mechanical reported this is a heat pump package unit. There is a leak in the evaporator coil and condensing coil. The information was sent to our supply research department to check the needed coils. On July 6, 2017, the coils were located but the evaporator coil is on a 1 month factory backorder. The coils were ordered. The backorder of the evaporator coil is out of HBRWC’s control 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.” On July 24, 2017, there was an agreement with [redacted] where if we replace the heat pump package unit, he will be responsible for the difference of the cost of repair vs replacement. This benefits [redacted] as we acquire our HVAC equipment at a discounted rate. The package unit was order.
 
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

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 washer claim. Thank you for the opportunity to review and respond.   Our records indicate on June 6, 2016, [redacted] reported the washer does not complete cycles. Independent service contractor, [redacted] was dispatched to the home and reported the suspension and computer board had failed. [redacted] was authorized to do the repair. After discussion with [redacted], it was determined [redacted] was delaying this claim. [redacted] was sent to our contractor relations department to investigate and address them. Independent contractor [redacted] was dispatched and found the inner tub wobbling and shaft failed as well as the electronic control board not reading diagnostics. At this time it was determined to offer a comparable replacement washer or a replacement buyout. [redacted] decided to take the replacement buyout.   HBRWC apologizes to [redacted] for the experience they had concerning their hold time with the customer service department and the delay [redacted] caused. There has been longer than normal hold times in the call center due to the heat wave throughout the United States. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Their 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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on July 1, 2016, [redacted] reported his refrigerator was not cooling
Independent service contractor, Sears was dispatched to the home and reported online that the evaporator motor had to be replaced. [redacted] was still having the problem and Sears could not service in a timely manner. Independent contractor Boyd Appliance was dispatched and found that the defrost control board had shorted and they were authorized to do the repair. Boyd did not respond and do to the length of this claim. [redacted] was offered a replacement refrigerator or a replacement buyout. [redacted] accepted the replacement buyout. We also were not aware he paid 2 service fees. We are refunding one of the service fees. The check will take approximately 10 business days to receive it.
 
HBRWC apologizes to [redacted] for the experience he has had concerning his experience 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 contractors have been sent to our contractor relations department to address. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers.
 
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 Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on March 23, 2018, Mrs. [redacted] requested service as a portion of the oven would not light and turn on. The independent contractor, [redacted] was dispatched and reported the control, broil and bake igniter had failed. [redacted] was approved to proceed with the repairs. On March 30, Mrs. [redacted] advised she was disappointed with the contractor and would like a different contractor. No other contractors could be located, so we offered Mrs. [redacted] to locate her own contractor.
 
Concerning contractor availability in Mrs. [redacted]’s service area for appliances. 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.” As Mrs. [redacted] stated in her complaint, she did not want to use [redacted] as she did not trust them and she did not want to acquire her own contractor. Mrs. [redacted]’s refusal to use [redacted] or get her own contractor is out of our control. Although we prefer all our customers receive fast and reliable service, we are not liable for failure to provide timely service due to this delay pursuant to section B-10 of the Agreements terms and conditions;” We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor
difficulties or scheduling difficulties between you and the service contractor.” Since we were at a standstill, we offer a cash repair buyout to Mrs. [redacted].
 
2-10 HBW will not normally replace an appliance when only a few components need to be replaced. It is the policy of warranty companies 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. As specified in the Agreement under the terms & conditions, section B-1 which states; “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 April 10, Mrs. [redacted] spoke with a supervisor who offered her a comparable replacement oven. She accepted the oven and the oven has been ordered. We do apologize for any frustration or inconvenience that Mrs. [redacted] may have experienced during the claims handling process. 
 
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 rebuttal submitted by [redacted]. Thank you for the opportunity to review further. A representative of this department contacted [redacted] and has come to an agreeable settlement. We value their business and look forward to servicing their future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The service provided on October 27, 2017 DID NOT RECEIVE PRIOR AUTHORIZATION. The service provider did not call in prior to the service being rendered. In your response you listed your process and stated that no claims would be paid outside of the process. However, I did the same process in October and November. Why did you pay the claim in October?  I called November 15, 2017. The service was provided November 22, 2017. [redacted] advised that she did see in the notes that this was an extension of the original service. There are over 900 complaints about the same and/or similar issues from 2-10. All of these customers are wrong? All of them? I would like an explanation as to why the claim in October was handled differently than the on in November. I'm also asking the Revdex.com for their criteria for 2-10 being listed with an A rating considering the number, nature, and handling of their complaints.

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 Refrigerator claim. Thank you for the opportunity to...

review and respond.   Our records indicate on April 7, 2016, [redacted] reported his refrigerator was not cooling and not freezing. Independent service contractor, USA Services Company was dispatched to the home and reported the contending fan motor had shorted. USA was authorized to replace the motor.   On April 22, 2016, [redacted] called back upset that the refrigerator is still not repaired after the motor was replaced. Due to the contractor’s performance, it was agreed to reimburse [redacted] his service fee. [redacted] did not want to use the contractor again and went outside of the warranty to have the repairs made. He was not aware that his contractor needed approval prior to making repairs. A representative of this department contacted [redacted] and has come to a satisfactory settlement.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to his experience with the contractor. His complaint was passed along to our contractor relations department to investigate and address the contractor. Concerning his experience with our customer service team. We would like to thank Rick Gultekin for bringing his concerns to our attention as we do take these matters seriously. We strive to provide fast, reliable and positive experience to all our customers so we may make corrections and continue to improve our service.   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 2, 2016, [redacted] reported her Fridge is not cooling.
Independent service contractor, [redacted] was dispatched to the home. Mrs. [redacted] called on August 4, 2016 requesting status. The contractor had not called in his findings yet. On August 5, 2016, a representative called the contactor and the office personnel will have the technician call in the diagnosis. There was no response and nothing received thru their portal. A call was placed to the contractor again, there was no voice mail option on the work phone. The contractor was sent to our contractor relations department to follow up with the contractor. On August 8, 2016, Mrs. [redacted] called again, the contractor was called and advised “the fridge is [redacted], under warranty and under a class action lawsuit, bad fridge and numerous problems.” The Tech said that the homeowner should contact [redacted], find out what they are saying about repairing or replacing the unit, then decide on if they want repairs done or not, or if they can be reimbursed by **. The representative advised Mr. and Mrs. [redacted] about the conversation with the contractor. Mr. [redacted] said he will contact ** and see what they say about repairs and Lawsuit. Per the Terms & Conditions of the Agreement B-11 “Costs to repair failures due to manufacturer’s recall…will be at homeowner’s expense.” However the representative did not explain this to Mr. [redacted] and it was not confirmed by our appliance department if this was correct. On August 11, 2016, we received the diagnosis online and the contractor declined to do the work. We were going to send [redacted] or offer a repair buyout. Mr. and Mrs. [redacted] accepted the repair buyout.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of this claim.  We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation