2-10 Home Buyers Warranty

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

review and respond.   Our records indicate on June 22, 2016, [redacted] reported his drain pan is possibly rusted and leaking refrigerant levels. Independent service contractor, Solutions Heating & Air was dispatched to the home and reported “on line” the system was low on Freon, an electronic leak test found a leak in the evaporator coil. The tech attempted stop leak but the coil continued to leak. The evaporator coil needs be replaced. Solutions did not give us his cost or the dimensions of the coil needed. A response email was sent to Solutions to provide this information. Solutions did not respond which caused the delay of this claim. As soon as this Revdex.com notice was received, a representative got the contractors area service manager involved. The information was acquired to complete the repair. A representative of this department contacted [redacted] and was informed he just had his system replaced. As a resolution, an amount which we would have paid an in network contractor for the work he had done was offered to [redacted] and his service fee reimbursed. He found this satisfactory and accepted our offer.   HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. 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. We value his business and we look forward to serving his future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:. 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]

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

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 7, 2017, [redacted] reported his downstairs air conditioner is blowing warm air. The independent contractor, [redacted] was dispatched to the property and reported the compressor and there are leaks in the condensing coil. On August 15, 2017, it was decided to move forward with replacement of the outdoor condensing unit and the [redacted] unit was ordered. [redacted]’s Agreement has our basic plan without any options purchased that would offset [redacted]’s out of pocket costs Mr. and [redacted] was advised of the costs before the contractor can proceed with the replacement of the condensing unit. The [redacted]’s refused to pay the contractor the out of pocket costs. A representative of this department contacted [redacted]. It was decided to also replace the indoor evaporator coil as well, as this would assist in his out of pocket costs. The [redacted] evaporator coil was ordered on August 24, 2017. [redacted] agreed to the out of pocket costs for the system replacement.
 
The equipment was ordered through [redacted]. It was found there have been recent customer service issues with [redacted]. The issue is nationwide with all [redacted] equipment. In the past, [redacted] had a vendor named [redacted] who handled their customer service needs. [redacted] was just bought out causing [redacted] to have these issues. [redacted] called in to advise when they went to pick up the equipment, [redacted] only had the Condensing unit. It was decided to just order [redacted] equipment and the equipment was immediately ordered. [redacted] confirm the new 14 seer [redacted] system has been installed.
 
As explained in the Agreement in 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.” Even though we are not responsible for obtaining parts from an outside supplier, we will do everything possible to make sure repairs are completed.
 
[redacted] states he was told that we cover everything. The first sentence of the Terms & Conditions points out “To make our Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything.”
 
This is a Limited Service Agreement which is intended to cover breakdowns of specific items due to normal wear and tear only. The Agreement does not provide for any type of financial compensation due to the result of the breakdown of the air conditioner. As stated in 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.”
 
We apologize to [redacted] that he did not receive the quality service that is expected. We thank him for bringing his concerns to our attention as it enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/07/18) */
July 18, 2015
Revdex.com Case # XXXXXXXX
The Office of the President at Home Buyers Warranty VI ("HBWVI") [redacted]'s inquiry. Thank you for the opportunity to review and respond.
HBWVI apologizes for the trouble [redacted] has...

experienced. We strive to provide fast and reliable service to all our customers and anything less than that is unacceptable. That being said, our records indicate that [redacted] had three air conditioning claims filed with HBWVI in the last year. Of these three claims, we show only one instance where [redacted] called in and requested sooner service. There is no record of any issues being reported about delays with the service contractor. If HBWVI had been made aware of the delays, we would have been happy to assist.
On [redacted]'s most recent service request, our records indicate that work was completed on June 23, 2015. If there is still an issue please call our Customer Service Department at X-XXX-XXX-XXXX and we would be happy to set up a recall to the original service contractor to evaluate the failure and warranty their work.
In regards to [redacted]'s request that the cost of her Limited Home Service Agreement ("Agreement") be refunded, we would like to refer her to Section I of the Agreement, which states: "If this Service Agreement is cancelled a pro rata refund of the purchase price of this Service Agreement will be refunded to the party purchasing the Agreement." At this time, [redacted]'s Agreement has expired as of July 5, 2015. While her claim is still within the recall period, she has had our service available to her for the full term of her Agreement and we are unable to provide reimbursement.
We thank [redacted] for bringing these matters to our attention as we do take them very seriously.
Sincerely,
[redacted]
Office of the President
Home Buyers Warranty VI
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I made numerous attempts to contact this company before it became a real problem. I do not feel that their service is up to par and I do not feel that this response is adequate either. I would like other people to know this before making a choice to use this company.
Final Business Response /* (4000, 9, 2015/08/20) */
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.
We would like to apologize again for any dissatisfaction Ms. [redacted] may have experienced. We have thoroughly researched into the five claims placed by Ms. [redacted] in her past contract year. For four of the five claims, Ms. [redacted] called our company to place the claim and repairs were made without Ms. [redacted] contacting our company with questions or concerns during the claim handling process. We have found that she contacted our company on additional time for a refrigerator claim. On January 15th, Ms. [redacted] called HBRWC regarding her refrigerator claim, stating that the first contractor had not scheduled a repair time. HBRWC resolved this by sending a different contractor who made repairs. As such, we regret we have no documentation supporting Ms. [redacted]'s statement that she made numerous attempts to contact our company, since every time she contacted our company she received assistance. The toll free customer service telephone number listed in her Agreement is available 24/7 including weekends and holidays, and she would have reached a live person had she called regarding her air conditioning system beyond the initial setup of the claim.
We acknowledge Ms. [redacted]'s decision not to renew with our company and wish her well in all of her future endeavors.
Sincerely,
[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....


 
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I appreciate Home Buyers Warranty following up with me about my complaint. They agreed to refund my service fee due to inadequate conduct of the contractor and explained to me why they could not cover the ductwork.
Sincerely,
[redacted]

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

and respond.
 
Our records indicate on July 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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
There have been several different diagnosis by different contractors. We were not aware that [redacted] had replaced the motors of the zone control system to find the system still not cool. HBRWC is moving forward with system replacement. She is aware of the out of pocket costs
 
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 15, 2016, [redacted] reported her central vacuum had no suction. The independent service contractor, [redacted] was sent a dispatch. On July 6, 2016, [redacted] called and stated she was told she could use her own out of network contractor. She had her own contractor replace the motor and had sent in the invoice. The representative explained that his was without our prior authorization. Per the Agreement on page 3 “2-10 HBW will pay or reimburse you for covered costs that have been authorized. Service performed without prior authorization will not be paid.” In addition, under the Terms & Conditions A-1 “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor.” The claim was determined not eligible for coverage due to no prior approval. We are understanding of the [redacted] situation as they misinterpreted the agreement and we did have notification of claim prior to repairs being done. As a goodwill gesture, a supervisor has decided to settle with the [redacted]. We request they wait approx. 10 business days to receive the check.
 
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 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

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. However, I am only accepting this resolution in order to settle this matter and spend my time on more important issues.It should be very clearly noted that I attempted to have 2-10’s in-network contractor [redacted] complete the work for my sump pump after initial diagnosis. After many failed attempts to contact Mr. Melton (even leaving messages to return my phone call), I NEVER received any additional correspondence from [redacted] or any representatives from 2-10. Assuming he was not able or unwilling to perform the repair, I called 2-10 requesting an update and inquiring about potential next steps. Am I wrong in thinking that that call should have come from 2-10 and instead of the other way around? During that phone conversation, I was told by a 2-10 representative that [redacted] Inc had failed to advise 2-10 on the repair (as he had 24 hours to respond after diagnosis, per 2-10 company policy); I was recommended to find another contractor. At that point, I attempted to find another contractor within their network (my third attempt), but no other contractor could be found. After the third attempt, I was approved for an out-of-network contractor to complete the repair. Thus, I refused [redacted] because 2-10 had already authorized another contractor and [redacted] Inc had allowed a 24 hour time lapse. It was only explained to me after I was given authorization to complete work with an approved out-of-network contractor, that [redacted] was willing to make the repair. Why would I have the same contractor that had already proven to be unreliable, unresponsive, missed a deadline, and further damaged my sump pump to come back into my home and make the repair? Ridiculous. My approved out-of-network contractor was in my home, ready and able to make the repair. Having [redacted] return is a poor and completely unreasonable assertion by 2-10. I had wasted enough time and experienced enough damage to my basement that an immediate repair was required. It took 2-10 two weeks in attempts to fix my problem after the initial request was made. Considering the urgency of the issue, that was two weeks too long. Their timeliness and willingness to fix a problem is deplorable. I would highly suggest that 2-10 start finding better in-network contractors to complete work. They should also brush up their employees on company policy and learn the importance of customer service and respect. Looking over the logged Revdex.com complaints of 2-10, it appears I am not alone in the mishandling of warranty claims and customer support. I cannot in good faith recommend 2-10 to anyone.  I have emailed all documents to 2-10 as requested and expect reimbursement as described.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 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 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

Revdex.com:
I filed a complaint due to a dispute with 2-10 Home Buyers Warranty requesting reimbursement for a covered service. They have agreed to reimburse us for this charge. I wanted to update my complaint to advise it has been resolved. Thank you for your...

services! 
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 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 that Ms. [redacted] did advise 2-10 HBW, that the independent contractor was a no show, Ms. [redacted] then requested a cash buyout. The representative incorrectly processed the payment as a cash payout which is different from a cash buyout. On a cash payout, 2-10 HBW waits for an invoice from the customer for reimbursement. We acknowledge this caused the check to be delayed. We have sent this to our coaching and development team, so the customer service representatives can learn from his mistake. Ms. [redacted] was refunded her service fee and it has been confirmed the buyout check was processed on February 2.
 
We do apologize for the independent contractor that was assisting with Ms. [redacted]’s service. The contractor has been sent to our contractor relations department to address this matter. We thank Ms. [redacted] for her concerns as this assists our contractor relations department as to the contractors that do not live up to our expectations. We value her business and we look forward to serving her 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 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

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 heat pump claim. Thank you for the...

opportunity to review and respond.   Our records indicate on April 25, 2016, [redacted] reported her upstairs unit was leaking from condensation. Independent service contractor, Howard Aire Services was dispatched to the home and reported the evaporator coil which is located inside the air handler needs to be replaced. A coil that goes inside an air handler must be an exact match. Howard Aire did not provide us with the part # to order the coil. After numerous attempts to contact them without a response from them, we were finally able to get a hold of Howard Aire Service, they recommended replacing the air handler instead of the coil and HBRWC agreed. Howard Aire insisted the outdoor condensing unit would not be compatible because it has a lower seer rating. If this was the case, [redacted] would be responsible for the cost of the condensing unit because there were no failure to the condensing unit. Per the Terms & Conditions, B-1 “Except for 13 SEER coverage and R410A compatibility upgrades and code violations as outlined in number 3, we are not responsible or liable to upgrade equipment, components or parts due to: (a) the incompatibility of the existing systems” We confirmed with the manufacturer guidelines that this was a 2005 system and the condensing unit would be compatible with a new air handler. However, Howard Aire refused to just replace the air handler regardless what the manufacturer guidelines are. As to not to delay the claim any further, [redacted] was offered to stay with the Howard Aire Service and pay for the cost of the outdoor condensing unit, send out a second opinion or take a buyout for the air handler. [redacted] decided on a second opinion. Howard Aire was sent to the contractor relations division to address the contractor.   On May 20, 2016, the independent contractor, River City Heating & Air was then dispatched to the property and found the system was operating properly. The customer explained to the technician that the prior contactor that was out found a leaking evaporator coil. The technician injected leak seal in the system to seal all the leaks. On May 31, 2016, [redacted] called in with the same issue. River City went back to the home and found the defrost board not operational, the technician repaired the board and the system was working properly. Later that day, [redacted] called and said the unit is still not working. River City was sent back out and found the reversing valve and the compressor had failed and needed to be replaced. The parts were ordered. River City had requested a scroll compressor but after they received the compressor, found that they need a reciprocating compressor. The correct compressor was ordered. [redacted] had been in direct contact with a supervisor to see the claim through completion. River City completed repairs on June 28, 2016   We acknowledge and apologize that some of the delays that occurred were preventable and will have this matter investigated further internally so we may make corrections and continue to improve our service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her concerns enables us to make corrections and continue to improve our service.   We regret that we cannot offer a free year of warranty coverage or air conditioning coverage. This is a binding contract where there must be consideration given by both parties. We appreciate [redacted] for bringing this to our attention as we do take these matters seriously.   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 12, 2017, [redacted] reported his ac is not working. The independent contractor, [redacted] replaced the capacitor. [redacted] called back and still having issues. The independent contractor, [redacted] was dispatched and reported the system is running high head pressure, low on freon, condenser fins smashed in several spots causing the system to run high head pressure (not normal wear and tear). Does not know how the fins were smashed. The claim was reviewed with [redacted], and there was enough evidence to determine the system was damaged by a physical outside force and was not due to normal wear and tear. Per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 2. which do not operate correctly due to normal wear and tear;” In addition, 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,”. The claim was not denied because the Agreement had expired. A representative contacted [redacted] and explained why the ac is not eligible for coverage.
 
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