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 11436420 by [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable air conditioning 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 April 18, 2016, [redacted] reported the air conditioner is not blowing cold air. Independent service contractor, Residential Systems was dispatched to the home and reported the evaporator coil and the condensing coil leaking refrigerant. The representative called [redacted] and left a voice message stating the out of pocket costs were $253 under the assumption HBWRC was going to repair the air conditioner. However, it was determined we were going to replace the entire air conditioner system. With a system replacement, the out of pocket costs had increased to $486. A call was placed to [redacted] on April 22, 2016 and a voice mail left with the new out of pocket charges. This is where the breakdown in communication of the out of pocket costs occurred. When all said and done, the additional $233 in out of pocket costs to replace the system was picked up by HBRWC and paid to the contractor. An operations manager spoke with [redacted] and she found this satisfactory.We again, openly apologize to [redacted] for the negative experience she has had concerning this unfortunate chain of events. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her feedback has allowed our company to serve our customers better. We are in the process of reviewing all of her concerns and addressed internally so we may make corrections and continue to improve our service.SincerelyOffice of the PresidentHome Buyers Resale Warranty Corporation Tell us why here...

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 3, 2017, [redacted] reported the independent contractor [redacted] was dispatched to the property. He had been out 3 times. The first time it was wet outside. He found the system a little low of refrigerant and recharged the system. The second time he went out, the system was iced up and he could not do anything. The third time, he found no failure, he checked all pressures, they were good and the duct was cold.
 
On June 16, [redacted]’s contacted us and requested a different contractor as his air conditioner is still not cooling and [redacted] has been out three time. On June 19, 2017, the independent contractor, [redacted] was dispatched but has not yet reported their findings. A representative of this department contacted [redacted]. He advised Sierra was out and found the coil was dirty, the technician offered to clean it or explained how he could clean it. [redacted] cleaned the coil and it appears to be working as it should.
 
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 rebuttal submitted by [redacted]. Thank you for the opportunity to review further.   We would refer [redacted] to our previous response that T & T Heating & Air Cond was sent to our contractor relations division to address this contractor. [redacted] should have been contacted by phone when a new contractor was dispatched.   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 re[redacted] is not satisfactory to me.
I have included a picture of my evap. coil that they said is rusted. There is no way for them to actually see the evap. coil, because there is no access panel. If [redacted] told you that they added 8 lbs of freon, they lied. I told 2-10 all of this before filling this complaint, but they still told me that I had to get my own person to look at it. They are more then welcome to come to my house to see that [redacted] lied to them at my expense. That is why I sent a complaint to the state for fraud against [redacted].Sincerely,
[redacted]

Initial Business Response /[redacted]/
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 [redacted]'s Limited Home Service Agreement ("Agreement") and applicable...

claim. Thank you for the opportunity to review and respond.
We sincerely apologize for the delay that [redacted] incurred during the claim handling process for her air conditioning system. Our records indicate that the variable speed blower motor on June 5, 2015. This does not negate the fact that the delay that [redacted] experienced is unacceptable. HBRWC will be reviewing this matter internally to determine the various points in which this claim was delayed so we may ensure such delays do not occur for future claims.
We appreciate [redacted] for bringing this to our attention, and again apologize for the inconvenience which she experienced.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
The contractor finally was given permission to purchase the part himself (originally he was told the warranty company had to send it because of price)finally on 6/2 contractor came out with another man to install the variable speed blower. System still doesn't work. I waited all day contractor didn't show until 7pm. Contractor thinks it's now the circuit board. Is supposed to order and install on 6/5.he told me he would be out sometime in afternoon. I finally get a call at 8:20 pm, on way to fix it. Owner of company calls and says he doesn't have part. ( I had to cancel dinner for my fathers law turning 92 because I was waiting on them) Will need to order part. As of 6/10, still not fixed. Waiting to hear if part is in and when they are fixing it.
Final Business Response /[redacted]/
The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted]. Thank you for the opportunity to review further.
A HBRWC representative has been tracking and assisting with Ms. [redacted]'s claim since the date of our last response. A contractor is scheduled to be at the property today (June 17, 2015) to complete repairs.
We will continue to monitor Ms. [redacted]'s claim and provide assistance until its completion.
Sincerely,
Rachel Reeves
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 Mr. [redacted].  Thank you for the opportunity to review further.
 
In Mr. [redacted] previous complaint. He made no mention of canceling his Agreement. We would refer Mr. [redacted] to the Agreement under the Terms & Conditions, which states in section F “ If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges”. Our notes indicate the last washer claim was resolved in April 2016 and there was no further contact from Mr. [redacted] until the new washer claim in July 29, 2016. This would be past the 30 day recall period and the July 29, 2016 claim is a new claim.
 
We regret that we cannot be of further assistance in this regard. HBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement. 
 
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 rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
We do empathize with Mrs. [redacted]’s situation, but we would refer Mrs. [redacted] to our previous response in which we indicated that zone control systems are specifically excluded from coverage in the Agreement. This is a Limited Service Agreement which is intended to cover breakdowns of specific items only, due to normal wear and tear. The first sentence of the Agreement’s Terms & Conditions states “To keep the cost of this Home Warranty Service Agreement (“Service Agreement”) affordable, we cannot cover everything.”
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision.
 
Sincerely,
Office of the 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. We will accept the Buyout Offer of $611.00.Additionally, I will contact 2-10 Home  Buyers Warranty via phone, as requested, today, April 17, 2018, and inform then of our decision.Thank you again for your assistance in this matter.
Sincerely,
William [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 [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 21, 2017, [redacted] reported “online” a refrigerator claim that one side is not cooling. The independent contractor, [redacted] was dispatched to the property. On June 22, 2017, [redacted] reported “online” “This is a beverage cooler (wine cooler) and not the main refrigerator. It is not covered, customer will have repaired.” Per the Agreement under the Terms & Conditions; A-4 “is specified as “covered” under Eligible Equipment. If a system or item is not specified as “covered,” then it is not eligible for service;” The beverage cooler/wine cooler is not listed as covered, therefore it is not a covered item. [redacted] was explained that her wine cooler was not covered under the Agreement. A representative of this department called [redacted]. The office personal advice the customer requested they repair the wine cooler even though it is not covered under the Agreement. They also have made contact with [redacted] and they will be returning the board.
 
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. To be clear, the Agreement between [redacted] and [redacted] to repair the beverage cooler was without our knowledge or direction. Any dispute [redacted] has, would be with the Independent contractor, [redacted] and not 2-10 HBW. When the insurance is given out, it is taken from the contractor’s Certificate of Insurance. This information is normally the agency where you request to make a claim against the contractors insurance.
 
We do apologize that we will not be replacing the beverage cooler or reimbursing the service fee as we are not liable for such expenses.
 
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 July 29, 2016, the check was created for reimbursement. The representative incorrectly set the check template in the contractors name instead of [redacted]’s name. This was human error on the part of the representative. This has been sent to our coaching and development team so the representative may learn from the mistake. [redacted] called on August 31, 2016 on the status of the check. A seasoned representative identified the mistake and had the check overnighted to [redacted].
 
HBRWC apologizes to [redacted] for the experience she has had concerning this issue. We work very hard to prevent situations like this and are saddened to see [redacted] has decided not to renew her Agreement.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by 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 December 25, 2017, Mr. [redacted] reported his water heater is leaking from the bottom. 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. 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. “The guidelines for using a contractor out of our network were emailed to Mr. [redacted]. 2-10 HBW would pay a reasonable retail amount when there are no contractors to service a homeowner. Depending on what type of coverage a homeowner purchases, there usually are some out of pocket costs. In Mr. [redacted], case, there were no options purchased, so if the water heater needs to be replaced, he is responsible for costs such as code upgrades, permits, disposal and additional modifications to accommodate a new water heater.
 
2-10 HBW apologizes to Mr. [redacted] for any experience he may have had concerning disconnected phone calls or long hold times. His concerns enables us to make corrections and continue to improve our service. We value his business and we look forward to hearing from his contractor soon.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the [redacted] at [redacted] Corporation is in receipt of the inquiry submitted under Complaint ID [redacted] by [redacted].  We have located Mr. [redacted]s Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the opportunity to...

review and respond. We sincerely apologize for the delay that Mr. [redacted] experienced.  [redacted] strives to provide fast, professional service and agree that what occurred with Mr. [redacted]s claim is unacceptable. We also acknowledge Mr. [redacted]s statements regarding the conduct of the independent service contractor who was, and we will have both of these matters addressed internally. Our records indicate that [redacted] did dispatch a second contractors, [redacted] Company to provide further evaluation, due to the difficulty with the first contractor.  On December 29, 2015 the technician repaired a broken wire and reported that the dryer was operational at the time the technician completed the work.  If this information is incorrect or there are additional failures present, we request that Mr. [redacted] contact our company immediately at [redacted] would like to again apologize for the inconvenience that Mr. [redacted] experienced.  We appreciate his feedback and that he brought these concerns to our attention so we may evaluate the matter further.  We look forward to serving any future warranty needs that he may have. Sincerely, [redacted] Office of the [redacted] Corporation Tell us why here...

Complaint: [redacted]
I am rejecting this response because:First I did not say that the day I noticed the leak was Feb 28th, since that is the day I closed on the home. Second, the contractor told me they did NOT see corrosion or rust, which he explained to 2-10, and they refused to listen, which is what "[redacted]" told me when she called me. So saying that the contractor told them that is a lie. I really don't understand how this business is still open. I would figure that after 934 Revdex.com complaints it would be close by now. But is guess a business that takes money from their clients but doesn't pay it out is making a pretty good profit. I hope this helps some one else stay clear of this company.
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]

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) 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 claim. Thank you for the opportunity to review and...

respond.
 
HBRWC apologizes for the misunderstanding Dr. [redacted] reported. The $40 is to have the Pre-Season HVAC Tune-Up option added to her warranty. The service fee is due to the contractor when he is dispatched to the home to perform the tune up. In Dr. [redacted]’s desired settlement. She requests to have the $40 option removed and be refunded. This has been done.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

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


 
Our records indicate on October 8, 2016, Mr. [redacted] reported his sump pump stopped working and it flooded an area in the basement. At the time of service, there were no contractors to service the area. At HBRWCS request, Mr. [redacted] contacted a contractor. His contractor invoice shows this is a 4/10 HP sewage ejector pump. A representative of this department called Mr. [redacted]. It was determined this is a sewage ejector pump for the purpose of pumping sewage and he is on city sewage. He does not have a septic tank. It was explained that sewage ejector pumps are excluded from coverage.
 
If Mr. [redacted] would please refer to his Agreement’s Terms & Conditions under Plumbing; “Permanently installed sump pumps (ground water only)” Sump pumps are only eligible for coverage when they are used for the removal of ground water in the home; most likely from rain. Under the same section in the excluded section “Excluded… “sewage ejector pumps…”
 
HBRWC would like to apologize for any inconvenience Mr. [redacted] may have experienced.  We regret that we cannot offer any compensation in this regard. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Agreement. 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 [redacted]. Thank you for the opportunity to review further.   Concerning the overcharge. Human error can occur and works both ways. There are times we absorb costs as well due to errors. When a contractor calls in their diagnostics and reports that there needs to be modifications done due to difference in dimensions. The modifications are not eligible for coverage under the Agreement. The amount [redacted] received back were not called in by the contractor as code upgrades. [redacted]’s out of pocket costs were reviewed and even though some of the items were modifications they could possibly also be viewed as code upgrades which [redacted] had the $1000 in coverage for.   We do depend on [redacted] to also review his Agreement to determine what coverage applies. If the Revdex.com would like to review the recorded call, HBRWC would be happy to forward it to them.   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.
 
We would refer [redacted] to our previous response in which we indicated by the attached pictures, the chip at the edge of the glass caused the crack. This chip is not from normal wear and tear.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We respectfully request the Revdex.com to consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the 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.
 
We do apologize to Mr. [redacted]’s for the delay. The invoice has been located and forwarded to our accounting department for processing. The check will be less his $60 service fee. The check will be processed on November 1, 2016 and will take approximately 10 business days to receive the check. If he does not receive the check in that time, we ask he call the accounting department at ###-###-####
 
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 originally in March, the contractor found the evaporator coil leaking inside the air handler. The contractor was authorized to replace the coil. In June of 2017, the contractor found the compressor had failed and they were authorized to replace the compressor. In July, [redacted] placed a recall work order as his ac was still not working. Due to the heat wave in the area, it was difficult to locate a contractor that could respond in a timely manner. The independent contractor A+ agreed to accept the dispatch and reported multiple leaks in the system and recommended system replacement. HBRWC is replacing [redacted]’s air conditioner system with a new [redacted].
 
We hope [redacted] can understand that HBRWC would not replace an entire system when a contractor only reports one or two components need to be replaced. We are a warranty company. It is the policy of warranty companies to perform a repair when one is possible, much like a manufacturer warranties their products. As a system ages, there are unforeseen breakdowns that are unrelated to the original failure that will occur. HBRWC would like to apologize for the inconvenience [redacted] may have experienced. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation