2-10 Home Buyers Warranty

The Office of the President at 2-10 Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11081926 by [redacted] We have located [redacted] Limited Home service Agreement (“Agreement”) and 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 January 5, 2016, [redacted] reported a 5 foot X 5 foot water damaged area of drywall on the ceiling of the master bedroom. The independent service contractor Lancina Energy, Inc. was dispatched to the property to evaluate the claim further. Lancina Energy, Inc. called in their diagnosis as the ceiling is water damaged and should be replaced. Pursuant to the Terms & Conditions 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): water damage”. In addition B-5 “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage. We acknowledge there should have been more questions asked of [redacted] when he requested a drywall claim set up. If these additional questions would have been asked, [redacted] claim would not have been set up. Therefore, [redacted]’s service fee has been reimbursed. We want to apologize and thank [redacted] for bringing the customer service issues to our attention so that we may further improve on our customer service skills. With this in mind, we respectfully request the Revdex.com to close this matter as the reimbursement of his service was his Desired Outcome/Settlement. Sincerely [redacted] Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/11/06) */
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted]. We have located Ms. [redacted]'s Limited Home Service Agreement ("Agreement") and...

applicable claim. Thank you for the opportunity to review and respond.
We apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handing process. Specifically, we acknowledge her complaints about the customer service that she received. HBRWC strives to provide reliable, professional service and anything less is unacceptable. We will have this matter evaluated internally per Ms. [redacted]'s report.
With this said, we regret that we have verified the Plumbing claim she placed with our company is not eligible for coverage. On September 8, 2015 the independent contractor Jack's Plumbing stated that the 1.5 inch drain line that was clogged was undersized for the home, and a new 2 inch drain line would need to be installed. Our records indicate that Ms. [redacted] obtained a second opinion from the company Roto Rooter confirming that the drain line needed to be replaced due to its size. Finally, a third contractor, whose name was not legible on the documentation Ms. [redacted] provided, verified that they ran a sewer cable and then upgraded this drain line to the 2 inch size.
While Ms. [redacted]'s Agreement provides comprehensive coverage for numerous systems in her home, it does not cover for everything. Section B-11 of her Agreement states, "Costs to repair failures due to inadequate capacity, manufacturer's recall, improper design, improper previous repair, problems caused by alterations or modifications, will be at homeowner's expense." It is for this reason we regret that we will not be offering any remuneration for the replacement of her drain, since the existing drain was an inadequate capacity.
We apologize that we are not able to be of further assistance in this matter. At the same time, we would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We will continue review her concerns regarding the customer service that she received internally and take appropriate action.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am so tired of dealing with this. I truly hope that you, [redacted], will fix the disgusting issues within your customer service department. I am curious to know what "appropriate action" looks like but I am sure that if it doesn't happen you will continue to get similar complaints. I will be terminating my service with you and ensuring that I let people know that they should look elsewhere for their home warranty. Have a great day.

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 (“HBRWC”) 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 August 12, 2016, it was reported on line the ac would not turn on. The independent contractor, [redacted] was dispatched and reported the system was low on refrigerant and the technician added [redacted] Easy Seal to seal the leak. There was a recall visit set up for the contractor to go to the home a second time. They reported the Easy Seal did not hold and the upstairs evaporator coil has a non-repairable leak. The evap coil or the air handler would need to be replaced. The model and serial numbers for the air handler were sent to our parts inquiry department to locate the coil. It was found the model number was not correct. We attempted numerous times to contact the contractor. There were 2 occasions when we spoke to the contractor but he did not have the needed information. On October 21, 2016, the contractor still did not have the model # but had a model number of a coil that would work. The coil he requested was ordered. The contractor reported a scheduled appointment for install of the coil on November 7, 2016.
 
HBRWC apologizes to Mrs. [redacted] for the experience she has had concerning the customer service she received and the delay to her claim. Her concerns are being investigated further. 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. The contractor has been sent to our contractor relations department to address. Mrs. [redacted] did speak to a supervisor concerning non-covered charges that the warranty normally does not cover. She was told by a representative there would not be any. After the supervisor’s discussion with Mrs. [redacted], the supervisor picked up the non-covered charges.
 
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 financial restitution for her time. 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.” We regret we will not be offering any further compensation to Mrs. [redacted] 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 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

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case 11298062 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) that became effective December 14, 2015 and applicable heat...

pump claim that was placed March 25, 2016. 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, [redacted] has two heat pump systems. The independent service contractor, Low Country’s Best Heating & Cooling found both the evaporator coils leaking. Since [redacted]’s Agreement did not have the Supreme Protection coverage. There were some out of pocket expenses, which included the permit, disposal and the recovery of the Freon. These cost would have been HBRWC cost under the Supreme Protection if the option was purchased prior to any current claim and within the 30 days of the effective date of the Agreement. The initial Agreement with the offer of upgrading the coverage was mailed on December 29, 2015 to [redacted]’s correct address. [redacted] had until January 13, 2016 to add any additional coverage. [redacted] comment concerning that we would upgrade his agreement to the Supreme Protection if he could show us that we sent it to the incorrect address. [redacted] did email the envelope showing his correct address. The post office made the mistake of delivering it to the wrong address. HBRWC is not held responsible for the post office’s mistake. In addition, all of [redacted]’s information is available on line for his review. We regret, we would not be able to add the Supreme Protection since it was past the 30 days from the effective date of the Agreement. HBRWC would again like to apologize for any inconvenience [redacted] may have experienced. 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: Actually, the condenser was replaced on the last visit. It doesn't appear 2-10 even knows what their technician did. About every conceivable part has been replaced on this unit.  This company's own technician told us last time he was here for a repair that he had done all he could do, that the unit was worn out and he would refuse to come out again. During last week's heat wave, in spite of having the thermostat set at 73 degrees during the heat of the day, the house would not cool below 76 degrees. This company has sent a technician out 7-8 times. For the money they have spent for piece-meal repairs, they probably could have replaced the entire unit. It is a classic case of being penny wise and pound foolish. I would not recommend 2-10 Home Buyers Warranty to anyone!
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 Dr. [redacted]. We have located Dr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claims. Thank you for the opportunity to review and...

respond.
 
Our records indicate the independent contractor, [redacted] was dispatched for the oven and refrigerator claim.
Concerning Dr. [redacted]’s refrigerator drawer. Dr. [redacted]’s Agreement excludes refrigerator drawers and therefore they are not covered. To be clear, all of the contractors that are utilized by 2-10 HBW are independently owned and operated. They are all licensed and insured and not employees of 2-10 HBW. We have no right of control over their actions. We contract with these companies in order to service eligible claims, but we are each separate operating companies. They have their own retail jobs outside of the warranty company as in this instance when Dr. [redacted] contracted with [redacted] to supply the drawer. This was without our knowledge or direction. As a courtesy, our Contractor Relations department has looked into this matter and has spoken to Dr. [redacted]. Dr. [redacted] sent in the amount he paid to [redacted]. Contractor relations has reimbursed the amount less his service fee. Contractor relations will also charge back [redacted] and investigate and address the contractor. Dr. [redacted]’s concerns does assist our contractor relations department as to the contractors that do not live up to our expectation. A different contractor has been sent out to address Dr. [redacted]’s oven claim.
 
A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. We apologize to Dr. [redacted] that he did not receive the quality service that was expected from [redacted].
 
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 1, 2016, [redacted] reported his oven has a burning smell, does not go to the correct temperature and overheating. Independent contractor, [redacted] was dispatched to the home and reported this is a wall microwave convection oven combo. The technician found the control board was failing. The control board was no longer available however the board could be refurbished. HBRWC found this to be the most cost effective option. At first, [redacted] refused to pull the board and send it off to be refurbished. HBRWC attempted to locate another contractor to go out and pull the board and send it to our third party vender for refurbishing. There were no other contractors that could do this is a timely manner. HBRWC reached back out to [redacted] to complete the repairs and they agreed. They have reported that the repairs are completed. A representative of this department called the [redacted] residence and a voice mail was received. A message was left to acknowledge the oven is functioning as it should and to call back if this is not the case.
 
HBRWC apologizes to [redacted] for the experience he has had concerning the delay to his claim. Normally when a board is refurbished, the turnaround time is much quicker. 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 PresidentHome Buyers Resale Warranty Corporation

Complaint: 11304378
I am rejecting this response because:To quote the response: "“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 or labor difficulties.”This is something that is within 210's control. They can choose to provide more direct resources for providing parts, especially for something as important as a heating system. It shouldn't take a week to get a furnace delivered, it should be 1-2 days at most. In regards the the service agreement (where it makes direct relation to this service) it explains the following that are included and not included:INCLUDED, UP TO TWO SYSTEMS:Centrally ducted gas, electric, oiland gravity heating systems Ductwork Interior gas lines  EXCLUDED:• Coal or wood burning equipment, glycol systems,fireplaces, free-standing or portable heating units,fuel oil lines, fuel oil or propane gas storage tanks,flue venting, outside or underground piping andcomponents for geothermal and/or water sourcesystems, well pumps and well pump componentsfor geothermal and/or water source systems,all components of zone controlled and energymanagement systems. Collapsed ductwork. DOLLAR LIMITS PER SERVICE AGREEMENT:• Steam, hot water heat or hydronic system- $1,500.• Geothermal and water source system - $1,500.• Concrete encased or concealed ductwork - $500.  To the normal consumer, this means that everything is covered except for the list above. There is nothing included in the not covered list that was used in our furnace replacement.  2-10 is looking for the cheapest route out of paying for a company that is claiming to be a "Home Warranty". I would have never purchased their service to begin with had I known that I would have to pay for 75% of the repairs that should have been covered under warranty. 2-10 is liable to reimburse us $1,300 for expenses for a company claiming to be a "home warranty". We have already contacted our attorney and will be pursuing further legal action if necessary.

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 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

Complaint: [redacted]
I am rejecting this response because:The independent contractor that 2-10hw hired, installed a faulty ac handler. Only [redacted] could of know that. They either failed to perform the required testing that would of shown that unit to be faulty because of a slow leak of R-22, or they did perform the required testing and failed to notify anyone of the problem and simply lied saying that everything was fixed. Because the leak was a slow one, it is absolutely impossible for us to have know there was a problem with the unit until now. We are not asking anything unreasonable, just please fix the part that you were supposed to have done back in August of 2017 when we were still under warranty. This is an ongoing problem not a new one that needs a separate claim. We have already contacted  [redacted] and they have sent in the new part but it needs to be installed, we have been quoted a $1000 for the installation. We feel it is unfair for us to pay that kind of money to fix a problem that you were responsible for fixing. please, fix the part that you were responsible for, our home feels like a igloo and we have young children, if we keep the thermostat set to auto (fan) and heat, it warms the house but it’s breaking the outside compressor because it doesn’t have enough pressure of r-22 and if we set it to emergency heat it runs as a AC blowing only cold air.  
Sincerely,
[redacted]

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

opportunity to review and respond.   Our records indicate on November 28, 2015, a claim was placed reporting the heat pump will not turn on. Fink Mechanical was dispatched and found the float switch was faulty, he replaced it, brought the system back online and it was operating properly.   On January 9, 2016, [redacted] reported the heat pump would not stay at the desired temperature. Fink Mechanical was dispatched and found the heat strips in the air handler had failed. Fink Mechanical was authorized to replace the heat strips. Fink Mechanical was called back out to the home. The technician found the system operates as it should but the heat pump was undersized for the home and not able to keep up with the heating demand. Pursuant to B-11 “Costs to repair failures due to inadequate capacity will be at homeowner’s expense.” [redacted] was explained if he disagreed with the diagnostics that we received, he could get his own out of network contractor. A diagnostic’s report from an out of network contractor was not received.   On June 5, 2016, [redacted] called in stating the heat pump turns on but not blowing cold air. Independent contractor, Carolina Custom Air was dispatched and found the inside evaporator coil inside the Air Handler was leaking. This is an oem coil that is specific to this air handler. Many times, it must come from the manufacturer. Pursuant to 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 in obtaining parts, equipment, weather delays or labor difficulties.” There were no other failures found to the condensing unit. [redacted] called stating he did not want to wait for the evaporator coil to be shipped and requested a buyout for the evaporator coil. The buyout to replace the evaporator coil was offered to [redacted] and he accepted.   HBRWC apologizes to [redacted] for any negative experience he has had concerning his customer service and the independent contractors that we utilize. We regret that we cannot offer a full refund of his Agreement. The amount paid out on his heat pump claims exceed the amount of his Agreement. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement.  If [redacted] is still considering cancelling his Agreement with HBRWC, he may send a written request to [email protected]. The Agreement would be cancelled as stated in section F-3 of his Agreement, which states: “If this Agreement is canceled a pro rata refund of the purchase price of this Service Agreement for the unexpired term less service cost(s), any other unpaid charge and a $25 processing fee. We thank Mr.  Power for bringing her concerns to our attention as these matters are taken very 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 May 30, 2017, [redacted] reported her dishwasher was not completing cycles. The independent contractor, [redacted] was dispatched to the property and reported a sensor and an electric control need to be replaced and the parts were ordered for CR to complete the work. On June 27, 2017, [redacted] called in for status. The representative tracked the parts and they were delivered to CR on June 8. The representative called CR and received their voice mail. She left a message to schedule install with [redacted] or call us back if they cannot locate the parts. CR was being non response to [redacted] and HBRWC. CR was sent to our contractor relations department to investigate and address the contractor. There are instances where an independent contractor will be non-responsive or will delay getting back to us or will drop a claim. Issues like this are out of our control. Per the Agreement under the Terms & Conditions E-9; “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 or labor difficulties.” HBRWC is not responsible for an independent contractors actions. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. We will promptly do everything possible to expedite the repair. It is often a difficult decision to start the claim process over with a new contractor as this can create an extended delay versus staying with the contractor who already has the parts ready for install.
 
On June 28, a new independent contractor, [redacted] was dispatched. [redacted] reported the unit was showing a power failure error. He cleared the error and the dishwasher is operating as it should.
 
We do apologize for any inconvenience [redacted] had with our customer service staff and the delay caused by the network contractor, CR.
 
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]

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.
The warranty company also agreed to have the new contractor fix all the botched work at no charge to me.I am truly satisfied.
Sincerely,
[redacted]

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]

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, there story of what went down and how it transpired are misleading and inaccurate. We were told that the we could go out of network and that they were open and approved us with a work order for the tech to come out which was never the case and that department was closed and we were not notified. My husband explained that he had called someone out of network while he was on the phone and was advised that this was ok. we got the complete run around and was told we didn't qualify for any money and or reimbursement period. My husband disputed and escalated multiple times only to be informed by a supv we were SOL. This was after we had been told many different things and had been on hold for over 2 hours. This continued for over 2 days of getting the run around and when we were beyond our wits end is when we reached out to you. Never at any given time were given terms and conditions only reassurance initially that this would be taken care of and to then be told after the fact we apologize its not covered under warranty. Even though I read the warranty before calling them. finally, I will accept the resolution and I greatly appreciate your intervention, because even though its not what I was promised its; far better than what they were giving me had you not gotten involved. Thanks for help assisting us in this matter and everything mentioned above is only a short and sweet version of what a horrendous experience it was.
Sincerely,
[redacted]

We obtained an estimate for the drywall repair and the total was $350. I am supposed to have $100 in the mail from 2-10 and to resolve this claim, $250 would be the remaining portion needing to be paid.