2-10 Home Buyers Warranty

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the additional response submitted by [redacted].  Thank you for the opportunity to review and respond. We would refer [redacted] to our previous response as far as the delay of the furnace. Also we indicated why there is no negotiation of the non-covered charges that are paid directly to the independent contractor. We regret we will not be reimbursing the $652 ($300 ductwork modifications + $125 Electrical modifications + $150 gas line modifications + $50 disposal of the old furnace. The non-covered charges is for work done by the independent contractor that the Agreement does not cover. These funds are kept by the contractor and not transferred to HBRWC. All of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. Please refer to the Terms and Conditions of the Agreement. The modifications are not eligible pursuant to B-2 “When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not the cost of construction or carpentry needed because of different dimensions. The disposal is not eligible; page 4 of the Agreement under Heating. Disposal fees are only eligible for coverage if the Supreme Protection option is purchased. This option was not purchased. [redacted] mentioned in her rebuttal that she lost wages. We regret that we will not be offering any remuneration to [redacted] for loss of wages.  Section E-5 of her Agreement states, "We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We apologize that we are not able to be of further assistance to [redacted] on this claim. We thank [redacted] for bringing her concerns to our attention as these matters are taken very seriously. Sincerely [redacted] Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I awaiting a settlement from 2-10 home buyers warranty. As this event takes place, I shall proceed from there.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Please release the recorded call to the Revdex.com. I question the sales tactics and verbiage sales reps use to upgrade clients contract aggrements. I don't remember sales rep putting a cap of $1,000. 
Sincerely,
[redacted]

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 sincerely apologize for the delay that Ms. [redacted] experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We will have this reviewed internally.
HBRWC also acknowledge Ms. [redacted]'s statements regarding the customer service that she received, and apologize for that as well. HBRWC does record call recordings for quality assurance purposes and we have notified the supervisors of the appropriate parties for further review.
The buyout prices that Ms. [redacted] lists did change based on the circumstances at points in her claim. After compiling and reviewing the information, HBRWC offered $1,721.62 as a buyout for the eligible costs associated with replacing her furnace. This amount was reached pursuant to section A-2a of the Agreement which states, "Instead of performing repair or replacement services, we may pay you cash. The amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual cost. We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions."
Our records indicate that Ms. [redacted] did accept the $1721.62 offer and that it was processed on October 19, 2015. As such, she should have received the check by this time. If this is not the case, we request that Ms. [redacted] contact our company immediately.
We would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We will be reviewing Ms. [redacted]'s claim in-depth due to the delays that were caused by an unresponsive contractor and the lack of alternate contractors, as well as the customer service that Ms. [redacted] received while calling our company.
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 rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
We would refer [redacted] to our previous response in which we indicated the Heat Recovery System is not a code issue but a failure to an item that is not listed as covered under the Agreement. Coverage decisions for eligibility are not made until after a contractor has reported the diagnoses. Work orders can be placed regardless if an item is eligible or not.
 
We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. 2-10 HBW 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.
 
[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”) that went into effect June 16, 2017 and applicable claim. Thank...

you for the opportunity to review and respond.
 
Our records indicate on June 20, 2017, [redacted] reported that on June 17, 2017, (the day after the Agreement went into effect) she noticed when she turns on her oven, she smells gas and her dishwasher is not draining water. The independent contractor, [redacted] was dispatched to the property and reported; replaced the ignitor burner on the oven and the dishwasher filled, washed and drained.
 
By [redacted]’s own admission in this complaint, she states “I have not used the stove ever…not be able to cook or bake since I bought my home on June 16, 2017” and “After I just called again this week complaining about all my appliances including washer dryer, water heater”. This testament confirms that the issues to her oven, dishwasher and other appliances did not comply with Section 3 of the Terms and Conditions of the Agreement; “We provide service for covered systems and/or appliances: are in place and in good and safe working order at the beginning of the Service Agreement.” The oven and dishwasher issues were noticed the day after the Agreement went into effect and they were clearly not in good working order at the beginning of the service agreement. We regret the oven and the dishwasher are ineligible for coverage per the stated Terms and Conditions above.
 
[redacted] also has [redacted]. HBRWC would like to point out that her HBRWC Agreement is secondary/excess coverage over any other company whether or not collected. This is stated in B-18. “Any coverage for a covered item shall be excess of any other valid and collectible insurance available to you, whether primary, pro-rata or excess, and whether or not collected.”
 
All of the contractors that are utilized by HBRWC are independently owned and operated and not employees of HBRWC. The service fee is paid directly to the independent contractor. The service fee is kept by the contractor and not transferred to HBRWC. She is welcome to discuss reimbursement of her service fee with [redacted]. A representative of this department contacted [redacted] and they reported that the customer missed her appointment on Wednesday June 28, 2017 between 2-4 for the washer and dryer that was set up from [redacted]. After [redacted] missed appointment, [redacted] did not here from [redacted]. There was a discussion with [redacted] and [redacted]’s dissatisfaction with them.
 
[redacted]’s is also requesting damages for not being able to cook or bake, as stated above. 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 per the Terms & Conditions of the Agreement; B-6. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage. With this said, we regret that we will not be offering any compensation, we will not waive the service fee for the water heater and we will not be replacing the oven or the dishwasher.
 
Since [redacted] has other coverage in place, it is in her best interest to cancel her HBRWC Agreement as she has stated in her complaint: “If I could cancel I would” The funds go DIRECTLY to the warranty holder which is [redacted]. She may send a written request to [email protected]. The Agreement would be cancelled as stated in section H of his Agreement, which states:
“You may cancel this Service Agreement at any time (send your written request to us at [email protected]).
 
THIRTY-DAY GUARANTEE:
If this Service Agreement is canceled within the first 30-days, the owner of the home at the covered address will receive a refund of the purchase price less service costs and unpaid charges.
 
If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs and unpaid charges.”
 
[redacted] is still within the 30 day window for canceling. If she has any further questions on canceling, she can contact accounting at [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 microwave claim. Thank you for the opportunity...

to review and respond.   Our records indicate on June 10, 2016, a representative of this department contact aced Dillion LaFaver to discuss the circumstances. The independent contractor that was dispatched had never reported his findings to us but just billed out on line as work complete. HBRWC had no way of knowing that the work was not complete.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced due to the delay of his claim. All of the contractors that are utilized by HBRWC are independently owned and operated. They are all licensed and insured and not employees of HBRWC. A stern criteria of the independent contractors we use is to provide our customers with fast, reliable and professional service. This information was passed along to our contractor relations department to investigate and address the contractor.   We respectfully request the Revdex.com to close this matter as this claim was resolved satisfactory with both parties.  We again thank him for bringing these matters to our attention as we do take them very seriously. We value his business and look forward to servicing his future warranty needs.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: Again, we believe the POINT is being MISSED.  210 is NOT doing us a favor by giving us $400 as goodwill.  Mistakes were made by 210 that caused us to incur several more days in the hotel along with all associated meal costs.  We are upset because 210 is not admitting this error and taking full responsibility for it.  [redacted] confirmed that 210 did not call back to place the order although 210 had told us the HAD placed the order and were simply waiting for the unit to be shipped.  Please escalate this issue to a VP or someone who can re-evaluate this matter.   We never stated that $400 was all that we would like to settle this issue.  We needed to get through the process and back in our home before we tallied all our costs. Sincerely,
[redacted] & [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.
 
As Ms. [redacted] may be aware, the Agreement is not responsible for consequential damage as stated under the Terms & Conditions, B-5; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” However, all of the contractors that are utilized by 2-10 HBW are independently owned and operated and they are all licensed and insured. If Ms. [redacted] feels that the independent service contractor, [redacted] negligence caused consequential water damage, her dispute is with [redacted] and their insurance company and not 2-10 HBW. [redacted] insurance information has been emailed to Ms. [redacted] to make claim. Ms. [redacted] can also submit a claim with her homeowner’s Insurance Company. They would do their own investigation. If her Homeowner’s Insurance determines that [redacted] is negligent, they will subrogate against [redacted] insurance company and attempt to recover the amount of the consequential property damage paid to repair the damage.
 
Concerning the repairs to the dishwasher, in June 2017, the control board was replaced. Under this claim, [redacted] also reported the control board had failed. The control board lasted just 7 months. It was determined something is causing the board to short out. An email has been sent to Ms. [redacted] offering a comparable replacement dishwasher or the equivalent cash buyout.
 
2-10 HBW apologizes to Ms. [redacted] that she was dissatisfied with the independent contractor assisting with the service. 2-10 HBW is committed to providing superior home warranty protection and customer service. Her feedback allows our company to serve our customers better.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] & [redacted]

Our records indicate on August 5, 2016, [redacted] reported online her air conditioner is not cooling. The independent service contractor, [redacted] (“[redacted]”) accepted the dispatch and scheduled with [redacted] for August 8, 2016. On August 9, [redacted] called in upset...

because [redacted] did not show up and she had missed work. [redacted] made it out later that day.
 
On August 26, [redacted] called in upset that [redacted] had not called in their diagnosis to HBRWC to get approval to repair her air conditioner. We had not realized that the work was not completed. An email was sent to the contractor requesting the full diagnostics. The representative also offered the customer a different contractor since the contractor is not responding, however this would delay the claim further. There were several more attempts to [redacted]. On August 30, 2016, a representative reached [redacted], and they said they had the diagnosis ready. A follow up email was sent to [redacted] to forward the proper diagnostics over. Our contractor relations department was able to get the full diagnosis, found the evaporator coil was leaking, the dimensions were received and the evaporator coil was ordered. [redacted] was authorized to do the work. There were some out of pocket costs due to [redacted] which would be paid directly to [redacted], however due to the delay, we have picked these costs up. A voice message was left with [redacted] explaining this. The contractor requested the coil to be shipped to his shop. The ETA is September 15, 2016. We request she contact [redacted] to schedule for the replacement of the coil. A supervisor has this on his calendar to confirm that repairs will be completed.
 
The independent in-network contractors are instructed to call or email their diagnostics to us using scripted notes on all that is required. [redacted] did not do this. It was found they were using the online portal instead of forwarding the diagnosis to us. The delay of trying to obtain the information from [redacted] has been passed along to the Contractor Relations department for further review and to educate them.
 
HBRWC apologizes to [redacted] for the experience she had concerning the length of this claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. [redacted] has decided to cancel her Agreement with HBRWC. 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 rebuttal submitted by Mr. [redacted]. Thank you for the opportunity to review further.
 
Our records indicate on October 13, 2016, Mr. [redacted] called in and a representative picked up the cost of the rain shied and notified the contractor. The contractor reported he installed the new gas package unit on October 17, 2016 and has billed out his cost including the rain shield.
 
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 11150129 by [redacted]. We have located Ralph Walls 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 February 16, 2016, [redacted] reported he sees bubble in ceiling and thins there is a possible pipe leak. Independent service contractor 1st Choice Plumbing, LLC was dispatched to the home to evaluate the issue further. On February 18, 2016, 1st Choice Plumbing reported he opened the ceiling, the technician did not find any plumbing leaks and it appears to be a roofing issue. The representative who took the diagnoses contacted Mr. [redacted] and left a voice message that this is not a plumbing issue but a roofing issue and that we would be dispatching a roofer. On February 19, 2016, it was found that Mr. [redacted] did not purchase the optional roofing coverage, therefore the roof was not eligible for coverage. A representative called Mr. [redacted] to explain the prior representative was in error and we could not send anyone to repair the roof. The representative and Mr. [redacted] agreed HBRWC will not cover the roof but as a courtesy, we will dispatch a drywaller to repair the hole the plumber made. Per the Agreement under B-6 “When it is necessary to open walls, floors or ceilings to perform a covered service, we will pay for restoration of surfaces to a rough finish only such as patch, tape, mud and/or sand.” On February 22, 2016, Independent service contractor, Springer’s was sent a dispatch to patch the hole to a rough finish and Mr. [redacted] was updated. HBRWC would again like to apologize for the incorrect information originally given to Mr. [redacted]. We have sent this to our coaching and development team to educate the representative. We would like to thank him for bringing his concerns to our attention as we do take these maters seriously. Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the [redacted] at 2-10 [redacted] (“[redacted]”) is in receipt of the inquiry submitted under case number [redacted] for [redacted] and [redacted].  We have located the customers 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 our customers may have experienced during the claims handling process.  [redacted] strives to provide professional service and anything less is unacceptable.  We acknowledge the complaints made regarding the customer service that the customers received and we will have this addressed internally.  We would like to thank Mr. [redacted] and Mr. [redacted] for bringing their concerns to our attention. Our records indicate that on December 24, 2015 the independent contractor [redacted] reported that the control board to [redacted] oven was operational but that the display was not showing any information.  The model and serial numbers on the stove were not legible, and thus at the time it was not possible for the contractor to determine which part was needed.  Section E-17 of the Agreement does state that, “Covered Eligible Equipment no longer identifiable by model and serial number are limited to $250 per failure.” Later that day the customer provided the model and serial number to the unit.  This allowed [redacted] to locate parts and offer coverage for the repair.  We appreciate the customer providing this information to us so we could offer further assistance.  The contractor was authorized to make repairs and verified that the work was completed successfully. We again apologize for any inconvenience that may have been experienced.  We appreciate Mr. [redacted] and Mr. [redacted] bringing their concerns to our attention as we do take these matters seriously. We look forward to serving any future warranty needs that they may have. Sincerely, [redacted] Office of the [redacted] 2-10 Home Buyers Warranty [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 5, 2016, [redacted] reported his air conditioner is making an unusual noise. It is set at 70 degrees but shows 77 degrees.
Independent service contractor, River City Heating & Air was dispatched to the home and reported he added 2 lbs. of r-22 and confirmed proper operations. River City was called recalled back to the home because the issue was not resolved. On the second visit, River City reported “the system Freon levels were ok. The system is running extremely high head pressure due to the fins on the condenser coil have been bent over in large areas and it is starving the unit of air around the entire unit. The unit is not operating properly due to this. Due to the unit being starved for air this unit cannot run properly.” In the contractor’s professional opinion, this was not due to normal wear and tear but it was caused from something hitting the unit. The contractor sent in pictures of the damage and the fins are smashed in a large portion of the coil in several areas. The claim was determined not eligible for coverage Per the Terms and 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): misuse or abuse”
 
We do acknowledge and apologize that there was a delay in explaining his claim was not eligible for coverage. The contractor’s pictures had not been received. They were requested again, when they were received, it was determine that the damage was caused by an outside force. [redacted] stated he was going to get an estimate. A representative of this department has emailed [redacted] requesting his contractor’s diagnosis if the failure is not due to smashed fins. Due to our delay in our explanation to him, we have also requested he send in his paid invoice for his portable air conditioner he purchased of $200 for reimbursement.
 
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 October 10, 2015, [redacted] reported his heating is not coming on. At the time of the requested service, all of our in-network service contractors were booked and would not be able to service in a timely manner. We offered [redacted] to contact his own out-of-network service contactor. The guidelines were emailed to him. Number 4 of the guidelines states; “”2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.” [redacted] located Arctic Heating & Cooling and on May 9, 2016, a faxed diagnosis was received from Arctic. The report stated the compressor running intermittently while in heating mode and seizing. There was a call placed to get the model/serial #’s as well as pricing of the outdoor unit. The contractors did not have this information and said they needed to go back to the home. Then a proposal was received for a full system replacement. We still did not have the specs of the existing system and Arctic’s cost was much higher than our cost. The only failure that was the compressor. We were not able to get the cost of just the outdoor failure from Artic. This was sent to our dispatch department to locate a contractor. HBRWC found availability of an in network contractor that could service in a timely manner. A representative called [redacted] and he was not interested in HBRWC sending out a new contractor. He was interested in upgrading his system to a 20 seer and would like a buyout. A representative called Arctic to find that the system was replaced in April outside of the warranty.
 
If [redacted] would please refer to page 3 of the Agreement under Who pays what?  “2-10 HBW will pay or reimburse you for covered costs that have been authorized. Service performed without prior authorization will not be paid.” Additionally, per Section A.1 of the Terms and Conditions of the Agreement; “No claim forms are used, but we must pre-approve service by an authorized, independent service contractor. This was also explained in number 4 in the out of network procedures emailed to him.
 
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. The independent service contractors experience an unusually high volume of dispatches and are not able to provide same-day or next-day service. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service. We are understanding of [redacted] situation and we have offered a buyout. He has accepted our offer.
 
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]’ Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on October 10, 2016, Mr. [redacted] reported online his hot water ws not producing hot water. The independent contractor [redacted] was dispatched and reported this is a power vent water heater and they do not work on these and request we assign this to another contractor. The independent contract [redacted] was dispatched and reported the gas control valve was not working and needs to be replaced. HBRWC ordered the part. The supplier [redacted] had never received the order or could not locate the order. The valve was reordered with an eta of 3 to 5 days. The contractor replaced the gas valve but this did not correct the issue. The contractor recommended the water heater be replaced. HBRWC wanted to check to see if the contractor had checked the venting and the pressure of the gas line to make sure that was not the issue before replacing the water heater. Our contractor relations department was able to get a hold of the contractor. They did not check the gas pressure but they did check the venting and it was ok. We decided to move forward to replace the water heater. All of our suppliers are 4 to 6 weeks out on the water heaters. HBRWC has authorized the contractor to supply the water heater.
 
HBRWC would like to apologize for any inconvenience and frustration Mr. [redacted] may have experienced due to the delay of this water heater claim. There were some out of pocket costs that normally are not covered under the Agreement that HBRWC absorbed. We value Mr. [redacted] 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 (“2-10 HBW”) is in receipt of the inquiry submitted under case 12709885 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.
 
Concerning Mrs. [redacted]’s consequential water damage claim. We are not an insurance company that handles consequential damage or provide for financial restitution. This is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only, and is not intended to replace homeowners insurance. This is explained under Mrs. [redacted]’s Agreement, section B-9 Limitations of Liability, it states; “There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone, in sequence or concurrence with any other cause or causes): …water damage”. Under B-6 it states; “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage." We regret that 2-10 HBW is unable to address the consequential water damage.
 
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. If Mrs. [redacted] feels that the independent contractor, [redacted] is negligent and caused consequential water damage, her dispute is with [redacted] and their insurance company, not 2-10 HBW. Circumstances such as this, is the reason we make sure all of the independent contractors we contract with on pricing, are licensed and insured.
 
We do recommend that Mrs. [redacted] make a claim with her homeowner’s insurance company to mitigate the damages/expenses. Many home insurance companies will do their own investigation on behalf of their insured, if they determine there is liability, they would work with [redacted] insurance or proceed with repairs and subrogate against the negligent party, [redacted].
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

After review of the claim it appears there were multiple issues with the refrigerator which resulted in recalls/additional visits by the contractor to fix.  It is unfortunate but there are times an older unit experiences multiple failures in an attempt to fix. In addition, there were some...

issues with the service contractors not servicing the unit, not providing timely appointment times and diagnostic findings which added to the delay in resolution.  We have escalated the concerns to the department that oversees the contractor’s performance to address the contractors going forward. We can understand Mr. [redacted]’s frustration with the multiple visits and delays.  For that we are truly sorry.  As a gesture of goodwill his service fee was returned to him.  Our records indicate per the contractor’s last visit, the unit has been repaired and is functioning properly.  We have attempted to reach out to Mr. [redacted] to confirm.

Initial Business Response /* (1000, 5, 2015/11/04) */
The Office of the President at Home Buyers Resale Warranty ("HBRWC") is in receipt of the inquiry submitted under case number 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 handling process. As she notes, HBRWC did not have an in-network contractor available to service the electrical claim that she placed. While HBRWC strives to have a network containing multiple available contractors for every trade in every zip code, we regret this is not always possible. While we do have contractors who service her area in the heating, air conditioning, plumbing, and appliance trades, we are still searching for electricians at this time. It is for this reason that section A-1 of Ms. [redacted]'s Agreement does state that, "If an authorized 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. Your service contractor must be licensed and insured."
Section F of Ms. [redacted]'s Agreement states that when a customer elects to cancel their Agreement after the initial 30 days, any reimbursement will be pro rata. We agree to waive this requirement per Ms. [redacted]'s desired resolution. In order process this, she must submit her request for cancellation in writing to [redacted]@2-10.com.
We thank Ms. [redacted] for bringing her concerns to our attention. Should Ms. [redacted] elect to locate her own contractor and continue with her HBRWC coverage, that contractor may call us at XXX-XXX-XXXX seven days a week to provide a brief description of the failure and their quote for repairs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation