2-10 Home Buyers Warranty

Revdex.com:
The response received is partially correct. I did speak with Mr. [redacted] following his filing of this response to you and cleared up some confusion he had about my case. We did orginally use [redacted] plumbing back in December. When he references December, this was our attempt to have the original situation resolved that [redacted] did not handle. My request to use our own contractor was because I did not agree with the fact that this contractor should be given a second chance to resolve an issue. By the end of December, we were not able to have our own contractor out to resolve the issue due to him being busy with his own home warranty business, and that is why I contacted 2-10 about the problem and dissatisfaction with [redacted] and that it had taken so long for us to get this issue resolved. Following my discussion with Mr. [redacted], he fully understands the issue and complaint and has agreed that we should not have been told that we would be responsible for an additional $100 deductible to rectify an issue that wasn't resolved initially. The hot water tank was collateral damage to a failed pressure regulator in our home. We have had the regulator replaced on our own and Mr. [redacted] has requested that we provide him an invoice for the work that was done and we will be reimbursed. I am satisfied with this resolution.
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on February 2, 2018, Mr. [redacted] reported his washer is shooting water out of the top and not draining. The independent contractor, [redacted] was dispatched to evaluate the washer further. Then [redacted] was being non responsive to both Mr. [redacted] and 2-10 HBW. It was not until February 18, when a representative was able to get a hold of [redacted]. The office personal said they were closed but will contact Mr. [redacted] the first thing in the morning. Mr. [redacted] called in the next day advising he is still waiting for the contractor to get the part to do the repair and now would like to know the buyout amount. It was explained that we do not have their diagnostics yet in order to determine the buyout. 2-10 HBW was looking for another contractor to service when finally [redacted] was contacted with their diagnostics. [redacted] reported; found the door boot is leaking and the drain pump is burnt out. The door boot is on a 2 week back order with their supplier. Mr. [redacted] was offered the repair buyout which he rejected. The parts information was sent to our parts research team to see if we could locate the parts sooner. The parts were found to be in stock and the parts were ordered with an ETA of 2/24/18. Due to the delay, Mr. [redacted]’s service fee was reimbursed. [redacted] has reported online, the repairs are completed. A representative has left a voice message with Mr. [redacted] to confirm the washer is repaired.
 
2-10 HBW apologizes to Mr. [redacted] on behalf of the independent contractor assisting with the service of the washer. A stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional service. 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. This is located in the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” This means 2-10 HBW is not responsible for an independent contractors actions. However, we will do everything possible to expedite the repair. [redacted] has been reported to our contractor relations. Mr. [redacted]’s concerns assists our contractor relations department as to the contractors that do not live up to our expectations.
 
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 we have exhausted all of the network contractors in her area. If [redacted] will not do the work, we do request that she locate her own contractor. This is explained in the Agreement under the Terms & Conditions, A-1.
 
It is not noted that [redacted] was a no show or as to why they did not want to do the work. Due to [redacted]’s dissatisfaction with [redacted], they have also been sent to contractor relations to address.
 
We apologize, we will not be offering any compensation to [redacted] as we stated in our previous response, we are not liable for such expenses. The rebuttal provides no additional information. 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 [redacted]. We have located [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate on June 15, 2016, [redacted] reported. A supervisor contacted Mr. [redacted] regarding his complaint. He would like more control on who HBRWC sends to the home. Mr. [redacted] expressed that he would just like to cancel his warranty. He was given instructions on how to cancel.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced. We respectfully request the Revdex.com consider this matter closed.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:The contractor was here on Friday12/1/2016 and replaced air flow restriction and adjusted drain. My refrigerator is still leaking water.  I called the contractor and he informed me that he cannot fix the problem.
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 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 January 20, 2017, Mr. [redacted] reported online that there is dampness on the ceiling below the upstairs shower. A leak is suspected from the shower drain. The independent contractor, [redacted] was dispatched to the property and reported “the drain gasket for the shower drain is leaking around the drain” per the Agreement on page 5 under Plumbing, the items included for coverage; “Water drain, waste or vent pipe leaks or breaks”. This means there must be a break or a leak within the plumbing to be eligible for coverage.
 
However, the plumbing drain is not leaking, but rather the gasket between the shower-base pan and the plumbing drain has worn causing the leak. The purpose of the gasket is to prevent water from leaking between the shower-base pan and drain. The gasket is not within the plumbing but outside and not eligible for coverage per the Terms & Conditions 4; “are specified as “included” in the trade section. If a system or item is not specified as “included” then it is not eligible for service;” Gaskets are not included as an eligible service. In addition, fixtures are excluded from coverage under Plumbing exclusions “EXCLUDED: fixtures, shower-base pans, strainers, caulking, grouting”. If Mr. [redacted] can show us it was indeed the drain line leaking and not the gasket, we will reevaluate his claim.
 
We regret, we are unable to reimburse any additional amount. 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

Initial Business Response /* (1000, 5, 2015/08/07) */
Revdex.com Case #XXXXXXXX
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("2-10 HBW") has received [redacted]'s inquiry. Thank you for the opportunity to review and respond.
Our records indicate that [redacted]...

requested air conditioning service on June 19, 2015. 2-10 HBW dispatched her service request to the independent service contractor, Rawls Mechanical Co LLC ("Rawls"). Rawls reported on June 22, 2015 that the indoor evaporator coil had an internal restriction and needed to be replaced. 2-10 HBW authorized Rawls to replace the evaporator coil and submitted the part order. The part did have to be re-ordered as Rawls had not provided the correct delivery address. Per Section E-9 of [redacted]'s Limited Home Service Agreement ("Agreement"), it states: "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." Once we were made aware of the issue it was immediately corrected and a new part order was created for Rawls to pick up.
On July 2, 2015, Rawls called 2-10 HBW to advise the replacement was completed but found an additional issue with the outdoor unit upon turning the system on. 2-10 HBW requested Rawls to provide a full diagnosis of the outdoor unit. On July 7, 2015 Rawls reported that they had performed a leak test and found the condensing coil was clogged and the outdoor unit would also need to be replaced, in which 2-10 HBW had approved. Equipment was ordered on July 10, 2015 and Rawls updated that the replacement was completed on July 23, 2015.
2-10 HBW apologizes to [redacted] for the delay she experienced. We strive to provide fast and reliable service to all our customers and anything less is unacceptable. This matter will be investigated internally.
2-10 HBW respectfully requests that the Revdex.com close this case as the replacement has been completed as [redacted] requested. She now has a completely brand new air conditioning system. We thank [redacted] for bringing these matter to our attention as we do take them very seriously. We look forward to servicing her future warranty needs.
Sincerely,
Office of the President
2-10 Home Buyers Warranty of [redacted], Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the explanation of how the repair process was handled. 2-10 did not know where the part was or have any tracking information available to the customer or Rawls which is unacceptable. If you contract a company, you are ultimately responsible for their performance on your behalf. My part sat in a warehouse for days, resulting in a longer delay, because no one knew where it was located. Better relations with the companies you employ would better serve your customers.

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate the independent contractor, [redacted] reported Mr. [redacted] has a detached garage and it was explained to Mr. [redacted] that this is not eligible for coverage. Per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 1. that are located at the covered address shown and within the perimeter of the main foundation of the principal residence or the attached garage.” This means, since the garage is not attached to the home it is not eligible for coverage.
 
[redacted] also reported the flood lights on the front and back of the house do work. The metal brackets that support the flood lights were broken. The technician advised that this is not due to normal wear and tear. The metal just didn’t break. Something must have hit it and caused the metal brackets to break. Mr. [redacted]’s Agreement went into effect on November 29, 2017; [redacted] confirmed the damage had been like this for some time and certainly before the Agreements effective date. Normally the brackets that support the light fixture in place is not part of the fixture. It is an item that can be purchased separately unless it is all one piece. Even if the brackets were determined to be part of the fixture, [redacted] reported this was not caused by normal wear and tear but by something hitting them. Per the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: 2. that do not perform their primary function due to normal wear and tear; … 3. are in place and in good and safe working order at the beginning of the Service Agreement.” In addition; B-9. “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): misuse or abuse,”
 
We do apologize if Mr. [redacted] feels a representative may have misinformed him about his detached garage. We regret that we cannot be of further assistance in this regard. 2-10 HBW has honored their obligations as specified in the terms and conditions of the Service Agreement.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because:  This all started May 26th, 2016...today is August 3rd, 2016 and the unit is still not repaired.  The incorrect phone number they had on my account I noticed the first time they emailed me and I promptly called in to correct it (I've never had that number and don't know who it belongs to - not even same area code).  Their lack of a sense of urgency - which basically is a lack of contacting me or responding to me or following up on their courses of actions prompted this entire scenario.  I have never registered such a complaint in my life (45 years) and hardly even complain at a restaurant if food is bad, so this is not what I live for.  I do believe however that the fact I've had to call everyone multiple times to push this forward and to still be here without that AC for June / July in Georgia is absolutely unacceptable service.  Even their in-house customer service personnel told me from start to finish this should have been a 2-week situation.  It has been nearly 2 1/2 months and still not resolved.  I not only paid to be their customer last year, I renewed my subscription this year as well, paid their required costs associated with everything which makes me a paying customer and not a panhandler and yet I still have to pursue them to get anything done.  It wasn't until Monday when I called from 2 phones (at the same time), spoke to three operators, was on the three calls a grand total of 1 hour 23 minutes that I finally got a response.  I kept being told that the service company had already been authorized to perform work - when I called Omega Heating & Air (authorized service partner of 2-10 Home Warranty) they told me they had not received any authorization.  I offered to call Omega Heating and Air while I was on the phone with 2-10 so they could get this resolved so we could move forward...that offer was rejected twice.  I finally was able to secure an authorization code number ([redacted]) which was the 2-10 authorization code to Omega.  Once  I got this I called Omega and supplied that code and to my surprise - they were able to accept and promise a repair date (8/3/16)...no one has knocked on my door yet.All the while, I have stayed home for 5 days waiting on service technicians/appts., I have had no AC for the hot part of the Spring and entire summer in this part of the house and we welcomed home our newborn son on 6/15/16...to an 88 degree home...I have worked for service companies myself, distribution companies, manufacturing companies and in all three we have customers; when we show a customer an attitude of indifference and then offer lame excuses of "summer weather creates higher demand and slower turnaround times" then the company simply shows their ignorance to their seasonal issues and a lack of properly staffing and planning to handle the heavy workloads.  I fail to see how that excuse satisfies this entire situation or even remotely comes close to addressing the issue.  Again, I am a paying (paid) customer and this is how difficult this has been.  I have detailed notes of every phone call I've made, who I've spoken with, how long the calls have taken, what was said/promised, for both incoming and outgoing calls, as well as all emails to and from me to illustrate the absolute absurdity of this situation.  Feel free to contact me anytime to explain / apologize but please don't handle me like an it and justify this situation as not standard protocol, etc.  I've read way too many comments on the Revdex.com site that show this cycle of behavior to be more the norm year round and not the exception.
Sincerely,
[redacted]

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

respond.
 
Our records indicate on 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

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

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 became effective March 31, 2016 and applicable gas cook top...

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 15, 2016, [redacted] reported her unit will not turn on. Independent service contractor, Cool Air Mechanical was dispatched to the home and reported “on line” that the vent hood had failed and all the parts are no longer available. [redacted] called in May 9, 2016 and stated she had replaced her stove and wants reimbursement. She was advised that we needed to acquire more information from the contractor because the contractor only reported failures to the vent hood and not the cook top. Our contractors are instructed under circumstances such as this to call in their findings. Numerous attempts to contact the contractor were unsuccessful and since [redacted] had already replaced her cook top, we would not be able to send out another contractor. The contractor has been passed along to our contractor relations department to investigate and address. A representative of this department was able to reach Cool Air Mechanical. There findings on the cooktop were the left front burner and gas tip had failed. The representative called [redacted] and spoke with her concerning her cook top. She said all of the burners would not ignite and she would smell gas. The hood exhaust fan is a separate appliance from the cook top and [redacted] had replaced both of them. Our appliance department priced out our cost for the appliances, split the difference and made an offer to her. [redacted] found the amount satisfactory and accepted our offer.   Concerning the air conditioning claim. Our records indicate that [redacted] did speak with the [redacted]. She has noted that [redacted] had called in to advise we had the appointment set up with a plumbing company and not an air conditioning company. While [redacted] began to explain who the correct company should be, the call was disconnected, [redacted] called [redacted] back but only got a busy tone. Due to the dissatisfaction that [redacted] reported, her customer service concerns toward the representative will be reviewed and addressed internally.   We again apologize to [redacted] for the negative experience she has had concerning the set back on her cook top and vent hood as well as the customer service issues she had concerning her air conditioner. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Her feedback allows our company to serve our customers better. We would like to thank [redacted] for bringing this to our attention as we do take these matters seriously.  We value her business and look forward to servicing her future warranty needs.   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.

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 29, 2016, [redacted] reported her washer was not draining.
Independent service contractor, Home Appliance Solutions was dispatched to the home. They had not reported their diagnosis. [redacted] called in on July 7, 2016 on status, so the representative called Home Appliance and they reported the bearings seized and clogged up the pump. They do not service bearings. Another contractor was needed but we could not find any that could service in a timely manner. A representative offered an out of network contractor and the guidelines were sent to her. [redacted] was able to locate a contractor. The technician reported “the inner and outer tub failed, not allowing the unit to work properly.” The technician advised to replace the washer because it is not worth the repairs. [redacted] was offered a comparable washer or replacement buyout in the amount of $922.00. [redacted] accepted the buyout.
 
HBRWC would like to apologize for any inconvenience [redacted] may have experienced.  We value her 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 concerning modifications; Modifications to accommodate the new water heater installation is not eligible for coverage pursuant to the Agreement under the Terms & Conditions E-2 “When replacement equipment of identical dimensions is not readily available, we are responsible for installation of like-quality equipment but not for the cost of construction or carpentry made necessary by different dimensions.”   We do understand that [redacted] paid her $100 service fee directly to the independent service contractor for his diagnosis time. The buyout of $328.50 is based off of what HBRWC would have paid out for this claim, regardless who it is dispersed to. If it was processed as a buyout to [redacted] or if the water heater was replaced by HBRWC. $328.50 is the amount we pay.   $313.50 (50 gal gas water heater) $115 labor to install -------- $428.50 - $100 service fee = $328.50 replacement buyout  A phone call was placed to [redacted] and her phone was out of her service area. You are not able to leave a voice message. As a gesture of goodwill, the $100 service fee was reimbursed to her. She should expect the check in approximately 10 business days. We regret 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. We respectfully request the Revdex.com 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 [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 system is not working. Independent service contractor, [redacted] was originally dispatched to the home but they were not willing to work with us. They were sent to our contractor relations department to investigate the contractor. Independent service contractor [redacted] was then dispatched to the home and reported the compressor had shorted out. HBRWC stayed with [redacted], they were authorized to replace the system. There was an internal error made and another contractor was sent a dispatch after [redacted] but was canceled. A representative of this department contacted [redacted]. They have a scheduled appointment with Mr. [redacted] for system replacement on August 31, 2016 due to he is presently out of town.
 
We acknowledge the delay that occurred due to one of our independent contractor was preventable. We also have acknowledged his statements regarding his customer service experience he received. We would like to thank him for bringing his concerns to our attention as we do take these maters seriously. This enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporatio

Initial Business Response /* (1000, 5, 2015/07/24) */
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 any frustration or inconvenience that [redacted] has experienced. Our records indicate that the claim placed for her air conditioning system is eligible for coverage and that we have authorized for the service contractor to replace the failed control board. The service contractor initially replaced the blower motor, but we regret that the control board also failed. The service contractor has received the parts, and HBRWC will continue to follow up with the contractor to request that the appointment for repairs be scheduled as soon as possible.
We appreciate [redacted] bringing this to our attention. HBRWC strives to provide fast, reliable service and anything less is unacceptable. Once the repairs are completed, HBRWC will have this matter evaluated internally regarding the delays that have occurred to determine how to prevent such delays in the future.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

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

respond.
 
Our records indicate on July 21, 2017, [redacted] reported her air conditioner is not cooling. For sooner service, she requested to use her own contractor. The representative explained the guidelines as well as email them to her. Number 1 of the guidelines explains how we will only pay what we would pay a network contractor. Number 5 explains how the customer is responsible to pay their contractor and how to be reimbursed.
 
“1.     2-10 Home Buyers Warranty determines whether or not the system or appliance is repaired or replaced, as defined by your Service Agreement.  2-10 Home Buyers Warranty will only consider reimbursement of the costs that a Network HBW Service Contractor would have charged for the eligible repair or replacement. The cost for you to use an out of network contractor is usually significantly more than using a contractor from our network. Also, your service contractor does not have the benefit of our national purchasing power for parts and equipment.  It is likely that these costs will be much higher than 2-10’s costs and you will be responsible for the difference.
 
5.     After receiving an Approval Code from the Authorizations Department, you are responsible to pay the Out-of-Network Service contractor and apply for reimbursement. Please mail your request for reimbursement after we have authorized/adjudicated the claim to:
 
[redacted] or
Fax:
[redacted]
[redacted]
 
You must include copies of the contractor’s diagnosis, invoice and a copy of your check or credit card receipt.”
 
In addition, Number 1 of the guidelines which explains how reimbursement is calculated is also locate in the Agreement under the Terms & Conditions; A-2.a “If we elect payment, the amount will equal the lesser of:…(ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors (this amount is usually less than retail cost or your actual cost)”.
 
On November 24, 2017, the representative has noted that she did lose the contractor information and tried calling the contractor back but received a busy signal. The diagnosis was received later that afternoon. The contractor reported the indoor blower motor was not working. His cost for the motor and labor was $1,309. This cost is much higher than what a contractor in our network would charge. $150 blower motor. $105 labor. The claim was authorized for $255 - $100 service fee = $155. The notes do not reflect a supervisor offering full reimbursement. On July 26, 2017, a representative offered the $155 reimbursement. The customer advised she has a recorded statement from a representative that we would reimburse $369. Due to the confusion on this claim, a representative offered to reimburse $369 and $100 service fee. [redacted] accepted the reimbursement.
 
HBRWC apologizes in advance if any of our customer service representative(s) assisting with her service gave her misleading information as we do take these matters seriously. Her customer service concerns enables us to make corrections and continue to improve our service.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by 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 [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 13 2017, a dishwasher claim was set up and the independent contractor made the necessary repairs. On November 6, 2017, a separate claim was called in for the dishwasher, instead of the present claim being reopened. The $100 rebate offer is only offered when an appliance claim is placed online for the first time. There is no written contract. These are prompts to follow when you place the claim. The prompts ask you if you are interested in the $100 rebate program to where 2-10 HBW would send a rebate form and if the consumer decide to purchase a new appliance, they would forward the paid receipt and we would refund $100 to the consumer. If this option is rejected, the consumer advises that he is not interested and to continue with the service request, then a contractor is dispatched to repair. The misunderstanding occurred when [redacted] attempted to place a new dishwasher claim, thus creating the prompt of the offer. If the present dishwasher claim was reopened, she would not have received this offer.
 
A representative of this department called [redacted] and came to a satisfactory outcome. 2-10 HBW would like to apologize for the inconvenience [redacted] may have experienced. We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
[redacted]
[redacted]