2-10 Home Buyers Warranty

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

and respond.
 
Our records indicate on June 20, 2016, [redacted] has indicated what was reported. When [redacted] was relayed to us that their second visit was not related to the first issue. There would be a service fee due per the Agreement on page 3 under Who pays What? “Multiple visits to remedy the same problem require only one service fee.” Perhaps better judgement should have been used by the representative who discussed this with [redacted]. We will have her concerns toward the representative reviewed and addressed internally so we may make corrections and continue to improve our service. The contractor online has reported the work is complete.
 
HBRWC would like to apologize for the experienced she had with the customer service representative and the contractor.  As requested in her desired settlement, her warranty that went into effect on July 16, 2016 has been canceled flat without penalty. It will take approximately 10 to 15 business days for her to receive the check..
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/12/24) */
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"), effective...

June 1, 2015 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 November 30, 2015, Ms. [redacted] contacted HBRWC and reported her dishwasher would not turn on and sparking. The independent service contractor, [redacted] was dispatched to the property to evaluate the claim further.
On December 8, 2015, the technician found the power supply had a loose wire. The only repair needed was to repair the loose wire. Our records do not make any mention of the technician placing blame on the independent service contactor, [redacted]
[redacted] was dispatched out to the home for a dishwasher claim on June 11, 2015, where Ms. [redacted] reported the dishwasher was leaking. Their findings were a door gasket was faulty and float switch is shutting off. There was a 5 month difference between the 2 claims. If there would have been an electrical issue, it certainly would have occurred soon after the first repair. Under the Agreement page 3: Who pays what? "You are obligated to pay the service fee or the actual cost to repair and/or replace, whichever is less, for each separate service call."
As a gesture of compromise, and not an admission of fault or liability, HBRWC has reimbursed Ms. [redacted] her $75 service fee. She should receive the check within 7 to 10 business days.
HBRWC would again like to apologize for any inconvenience Name may have experienced. We would like to thank Ms. [redacted] for bringing her concerns to our attention as we do take these matters seriously. We look forward to serving her future warranty needs.
Sincerely
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have only lived in the house since June. After [redacted] fixed the float (they had to pull out the dishwasher to do so), I noticed that the breaker would trip 90% of the time when using the dishwasher. I didn't put it together. The technician at [redacted] wrote on my invoice that the problem was because Universal cut a wire when pushing the dishwasher back into place, as well they did not put electrical taps on loose wires nor put them back in the junction box. Since [redacted] fixed it, the breaker no longer trips. However, it now appears to be leaking from the right side. I'm waiting to confirm this after a few uses.
I greatly appreciate Home Buyers' reimbursing me the $75 to me. I have not yet received it but hope to receive it soon. Thank you again.

The Office of the President at Home Buyers Warranty Corporation VI (“HWBVI”) is in receipt of the complaint submitted under case number [redacted] by [redacted].  We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim.  Thank you for the...

opportunity to review and respond.   In her complaint, [redacted] states that she received poor service, including lengthy hold times with HBWVI, delays in service, and denied claims.  We would like to begin by apologizing for any inconvenience that she experienced during the claims handling process.  We acknowledge that hold times when calling our company have been inordinately long, due to an unexpectedly high call volume.  This was particularly true in the beginning of June.  In order to rectify this, HBWVI has hired and trained additional representatives and is actively working to reduce any hold times until they are minimal if not non-existent.    On June 7, 2016 [redacted] placed the refrigerator claim with us.  This claim was dispatched to the independent service contractor All Brands Appliance.  As [redacted] noted, the contractor did state on June 17, 2016 that the refrigerator was cooling fine, but that the interior plastic lining in the refrigerator door was physically damaged.    It is correct that we do not offer coverage for physical damage pursuant to sections 2 and B-8 of the Agreement, since the contractor reports this refrigerator was damaged and it was not caused by normal wear and tear.  We acknowledge that [redacted] does not agree with this diagnosis.  As a gesture of goodwill, we would like to offer [redacted] two options to move forward:  HBRWC can send out a second opinion to determine if a new contractor will find a different diagnosis.  As an alternative, [redacted] may also obtain her own contractor and submit their findings to HBRWC via telephone ([redacted]) or email ([redacted]).  We would note that we must receive the report prior to any repairs being completed.   Similarly, HBRWC requests that [redacted] please submit a copy of the invoice for the Plumbing repairs she had performed so we may review this further.  We would note that [redacted]’s Agreement does state on page 3 that, “Service performed without prior authorization will not be paid.”  With that said, we do agree that no water to the home would be classified as an emergency and would like to review her invoice to see if we can offer any reimbursement.  Upon receipt of the invoice we will reach out to [redacted] to discuss this further.   We appreciate [redacted] bringing her concerns to our attention as we do take these matters seriously.  We await her response and request she contact our company via the telephone number or email address listed above to advise how she would like to proceed in obtaining the second opinion for her refrigerator, as well as to submit the Plumbing invoice for work she had completed.   Sincerely, [redacted] Office of the President Home Buyers Warranty Corporation VI Tell us why here...

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

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.
 
Our records indicate Mr. [redacted] called in on March 30, 2018 and has taken a cash buyout in lieu of the repairs for his heat pump system. It will take approximately 10 to 14 business days to receive the check. Our notes do not indicate he has contacted 2-10 HBW concerning his vent hood.
 
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 inquiry submitted under case [redacted] by Mrs. [redacted]. We have located Mrs. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review...

and respond.
 
Our records indicate on Sunday, April 1, 2018, Mr. [redacted] reported the pilot light will not stay lit on his water heater. The independent contractor, Mounts Plumbing and Construction was dispatched to the property to evaluate the water heater further. On April 3, 2018, Mounts reported the tank is leaking from the bottom and must be replaced. The technician will also be installing Dielectric Unions and an Expansion tank as these are required by code. The information for the water heater was sent to purchasing to order the water heater. The water heater was ordered for “will call” so Mounts can pick it up at their preferred local supply house. Mounts has been notified by email with the pickup location and purchase order. 2-10 HBW does not feel there was a delay in this claim. The claim was submitted on Easter Sunday and the water heater is ready for pickup on Wednesday. It is now up to Mrs. [redacted] and Mounts to schedule a time to install the 2-10 HBW supplied water heater.
 
It would be unfortunate if Mrs. [redacted] replaces the water heater outside of the warranty. The cost for her to use a contractor outside of the warranty, is usually much more. 2-10 HBW is only required to reimburse what we would have paid a contractor in our network. To be clear, If Mrs. [redacted] contracts with one of the network contractors that we utilize, outside of the service agreement, they will charge retail as any other contractor. As previously stated, the cost for a homeowner to use the contractor outside of the warranty, is usually significantly more. It is only through us that we get the network pricing.
 
Sincerely,
Office of the PresidentHome Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/07) */
The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case number XXXXXXXX by [redacted]. We have Mr. [redacted]'s Limited Home Service Agreement ("Agreement") and applicable claim. ...

Thank you for the opportunity to review and respond.
HBRWC would like to begin by apologizing for any frustration or inconvenience that Mr. [redacted] may have experienced during the claim handling process. Section B-1 of Mr. [redacted]'s Agreement states that, "We solely determine whether covered systems or appliances and their components will be repaired or replaced."
As an alternative, HBRWC did offer cash in lieu of repairs for a total of $65 - HBRWC's cost to replace the compressor. Mr. [redacted] accepted this offer after the compressor was initially replaced. IN addition, HBRWC reimbursed Mr. [redacted]'s $100 service fee as a gesture of goodwill. When accepting the $65, Mr. [redacted] did acknowledge that in doing so, HBRWC would not offer any further assistance with his refrigerator for the remainder of this contract year.
We would like to thank Mr. [redacted] for bringing this to our attention as we do take these matters seriously. We look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response, but I am not satisfied with how they handled my problem. The refrigerator was more than 20 years old and should have been replaced. I am now awaiting delivery of a new refrigerator I had to purchase myself.

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 Mr. [redacted] reported his refrigerator is making an unusual noise. On February 12, 2018, the independent contractor, [redacted] Repair was dispatched and reported the PCB board, evaporator cover assembly and defrost heater have failed and needs to be replaced. [redacted] was to supply the parts. On February 21, 2018, [redacted] called in and advised they tried getting the parts but their supplier is not letting them know if the parts are available and not giving an ETA. [redacted] request that we locate the parts. [redacted] supplied the part numbers and the parts were sent to parts research to locate and order. LG refrigerators are made in Korea and are the parts are limited and not always readily available. Our parts research located the parts but each part must be ordered thru different suppliers. Then it was found that the physical address we have for [redacted] was not complete for shipping the parts. On March 2, [redacted] responded to our requests for their complete mailing address and the parts were ordered. Then on March 7, we were notified that the PCB board arrived damaged and the evaporator cover assembly still had not arrived. The PCB board was immediately reordered. Parts research tracked the evaporator cover assembly and found it was on back order until April 15 as the supplier was out of stock. When this part was ordered, the supplier showed the part was in stock. They had never notified us that they ran out or did not have any. Another supplier was immediately located and the part was ordered with an ETA of 3/14/17. On 3/13/18, [redacted] advised they had not yet received the evaporator cover assembly, it was reordered for overnight delivery. At this time, Mr. [redacted] was refunded his service fee. [redacted] has reported online that the repairs are completed.
 
We do understand how frustrating it can be without a properly working refrigerator during the time of repair. There are certain situations that are beyond our control. We had no control over the part arriving damaged, we had no control over the supplier not informing us the part was on backorder. We do acknowledge, [redacted] could have notified us much sooner that they could not acquire the parts thru their supplier. As stated in the Agreement in the Terms & Conditions; B-9. “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.” In instances like this, we will do everything possible to expedite the repair.
 
We do apologize for any inconvenience that Mr. [redacted] may have experienced during the claims handling process.
 
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 Ms. [redacted]. We have located Ms. [redacted]’s Limited Home Service Agreement (“Agreement”) and applicable service request. Thank you for the opportunity...

to review and respond.
Our records indicate that on March 23, 2017, Ms. [redacted] reported an issue with her water heater leaking from the bottom and had rust/corrosion. She first advised that failure was noticed on February 28, 2017 which is the same day her Agreement went into effect. HBRWC advised at that time if the failure was caused by the rust/corrosion, it would not be eligible for coverage. It was explained that rust/corrosion takes time to develop and we do not cover units that are not in good and safe working at the effective date of the Agreement. Ms. [redacted] then advised HBRWC that failure was actually noticed on March 9, 2017. HBRWC reiterated the possibility of the service request being ineligible. Ms. [redacted] still requested service be set up for the unit.
HBRWC dispatched the service request to independent service contractor, [redacted] (“[redacted]”). [redacted] reported their diagnosis on March 27, 2017 and advised the unit was leaking from the bottom due to the rust and corrosion. HBRWC denied the service request per Terms and Conditions #3 of Ms. [redacted]’s Agreement, due to: “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. Coverage will apply to an existing defect or mechanical failure provided the defect or mechanical failure could not have been detected by a visual inspection and a simple mechanical test. A covered item passes a visual inspection if the item is intact and without damage or missing parts that make the item inoperable. A system or appliance is in good and safe working order if the item functions normally without irregularity, smoke or other adverse outcome when operated.”
Due to this information, HBRWC will stand on the denial of Ms. [redacted]’s service request. We are, however, be happy to reimburse her service fee of $75.00 under the Even If clause of her Agreement, which states: “The ‘Even If’ Service Fee Guarantee is exclusive to 2-10 HBW and is our commitment to the coverage we offer and to doing things the right way. ‘Even If’ an item isn’t eligible for coverage, and we dispatched a service contractor, reimbursement of the paid service fee may be requested. ‘Even If’ also means if the same part that was serviced fails again within the duration of the Service Agreement, you will not be charged a new service fee. Service performed within the last 30 days of the Service Agreement will be guaranteed for 30 days.”
We have already authorized this reimbursement and Ms. [redacted] should receive a check in the mail in approximately 7 business days at the property address. HBRWC would like to thank her for bringing these concerns to our attention as we do take them very seriously.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/10/31) */
The Office of the President at Home Buyers Resale Warranty Corporation ("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 sincerely apologize for any frustration or inconvenience that Ms. [redacted] may have experienced during the claim handling process. HBRWC strives to provide fast, reliable service and anything less is unacceptable. We acknowledge Ms. [redacted]'s statements regarding the delay with Nelson Repair & Maintenance and her statements about the customer service that she received. We appreciate her bringing this to our attention and will evaluate her claim and the telephone recordings of her telephone conversations with our company internally.
HBRWC agrees with Ms. [redacted] that she should receive a reimbursement totaling $1255.67 for repairs. Section A-2a of her Agreement states that when we offer cash it based on the cost that HBRWC typically pays for parts and labor to our preferred service vendor. We would note that this amount is an average and not based on any one contractor.
However, in this instance Ms. [redacted] was asked to obtain her own service contractor after it was determined that HBRWC did not have any in-network contractors who could provide service in a timely manner. When this occurs, HBRWC does not hold a customer to the guidelines set forth in the Agreement.
In order to receive a check reimbursing per the requested amount, HBRWC asks that Ms. [redacted] please submit a copy of her repair invoice by emailing it to [redacted]@2-10.com or via fax to 303.306.2187, attention [redacted]. Upon receipt of the invoice she may expect a check in the mail within 7-14 business days.
We again would like to apologize for the inconvenience that Ms. [redacted] experienced. We would like to Thank Ms. [redacted] for bringing this to our attention so we may correct the reimbursement offer. We look forward to serving her future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the inquiry submitted under case [redacted] by [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, 2017, [redacted] reported his refrigerator is still leaking and it has not been fixed since the last contractor came out. The representative waived the service fee and dispatched [redacted]. The technician reported the ice maker door solenoid is shorted, ice door flap and spring are broken. The only time ice maker and water dispensers are eligible for coverage is when the Supreme Protection option is purchased. As stated in the Agreement under Kitchen Appliances; “Supreme Protection (OPTIONAL COVERAGE) Kitchen Refrigerator: ice maker, ice crusher, beverage dispenser and their respective equipment”. This option was not purchased. [redacted] was advised that the ice maker is not eligible for coverage. [redacted] paid [redacted] directly to complete the ice maker repairs.
 
Then on November 22, 2017, [redacted] called and stated that is refrigerator is not cooling or freezing. [redacted] could not make it out until November 29, 2017 to warranty their work. A representative of this department called [redacted] and explained that his Agreement, as it is now has a dollar limit set forth for all kitchen appliances of $400.00.  The "Limitations" section of the Agreement under Kitchen Appliances states "All kitchen appliances - $400 per appliance.  Purchase of the Deluxe Appliance Coverage option removes this limitation".  This option was not purchased. The representative offered the $400 as a buyout to put toward his new refrigerator and [redacted] accepted. The agreement does not cover for compensation as stated in 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.”
---
We do empathize how frustrating it can be with a malfunctioning refrigerator. 2-10 HBW apologizes for this inconveniences. His feedback allows our company to serve our customers better. We value his business and we look forward to serving his future warranty needs.
 
Sincerely,
[redacted]
[redacted]

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


 
Our records indicate Ms. [redacted] had an air conditioning claim last year. We had not heard from Ms. [redacted] for a year after the last claim. If this was an ongoing issue, this should have been reported to us much sooner. This year she made claim on October 14, 2016, Ms. [redacted] reported her air conditioner is leaking condensation. The independent contractor, [redacted] (“[redacted]”) was dispatched and reported they cleared the condensate drain line. On October 25, 2016, [redacted] contacted HBW VI reported the same issue. A recall dispatch was sent to [redacted] to visit the home a second time. On October 25, 2016, [redacted] reported the evaporator coil located inside the air handler is leaking. [redacted] was authorized to replace the evaporator coil and the coil was ordered by HBW VI. The eta for the evaporator coil is October 31, 2016. The air handler required an OEM coil rather than a universal one. This normally does take a little longer to arrive due to supply houses do not always have them readily available. Pursuant to the Agreement, section B-9 “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties.”
 
On October 27, 2016, [redacted] called for a status update. The representative advised her the coil has been ordered and being sent to the local supply house for [redacted] to pick up. Once the coil is available, they will schedule an appointment for the install. [redacted] asked about how she proceeds if she gets her own second opinion. She was advised to be sure they do not perform any repairs and to call claims management once she has her second opinion out.
 
On November 1, 2016, [redacted] called and advised she had gotten her own second opinion because she was not satisfied with services being provided by [redacted] and she wanted to know where to send the invoice for services. She was given our [redacted] email address for review and a decision. She also said that [redacted] called her to schedule for install of the coil but she wants to use her own contractor. The representative advised her to call [redacted] and inform them that she wants to pursue using her contractor and to wait on install until a decision is reached. A repair buyout of what it would cost HBW VI to replace the coil using [redacted]’s pricing with HBW VI was calculated.
 
$150.00 - labor to install evap coil
$256.25 - HBW supplied evap coil
$136.00 - Freon
$  25.00 – filter drier
-------------
$567.25 - $75 service fee = $492.25 repair buyout
 
The representative called [redacted] and received her voice mail. A detailed message was left with her options. Have [redacted] replace the coil or take a buyout and put the buyout amount toward her contractor’s costs of system replacement. [redacted] called back and did not want the buyout citing her contractor told her the air conditioner was not repairable. All that was received from [redacted] was 3 proposals drafted by her contractor for replacement of her system (14 seer = $7,935, 15 seer = $10,683, 16 seer = 14,720). We still did not have her contractor’s diagnostics/failures, as to why the full system needs to be replaced and an itemized cost. We attempted to contact [redacted] again that we still need the contractor’s diagnostics. On November 9, 2016 [redacted] forwarded and email from her contractor with their findings: “Found system completely out of freon(refrigerant). Outdoor coil extremely impacted and damaged. Indoor coil also in bad shape. Need to do dye injection to determine loss of freon. Drainline needs to be replaced, drainpan needs to be leveled. System may need more repairs (cannot determine what is needed at this time). We highly recommend the entire HVAC SYSTEM (air handler and condenser) be replaced due to the age and conditions because it is not efficient or reliable for continued use”.
 
A representative of this department is working with [redacted] and called her contractor. Her contractor stated that both coils have failed. The representative decided instead of sending out a third opinion as a tie breaker causing further delay. The representative priced out a buyout of a full system replacement using our contractors agreed pricing labor with HBW VI and HBW VI supplied equipment.
 
$625.00 4.0 ton air handler including labor
$1193.00 4.0 ton condensing unit including labor
$100.00 disposal of equipment
$50.00 recovery of the old Freon
------------
$1968.00 replacement buyout.
 
To clarify, all of the contractors that are utilized by HBW VI are independently owned and operated. They are all licensed and insured and not employees of HBW VI. The amount of reimbursement is based on the pricing agreement guidelines our company sets with our network service contractors. We work with the network contractors and the labor pricing is agreed upon in advance. Due to the high volume of HVAC equipment HBW VI purchases, our costs of the HVAC equipment is much lower than retail cost. With the agreed labor pricing we have with our network service contractors along with the cost HBRWC receives on HVAC equipment, it is not out of line to say that we can replace the air conditioning system for the buyout amount offered to her. Per the Terms & Conditions of the Agreement , section A-2a.: “If we elect payment, the amount will equal 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 Service Agreement; 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); or (iii) the “DOLLAR LIMIT” reduced by the service fee paid to the service contractor by you.”
 
The representative has given [redacted] her options. She can take the buyout and put it toward her contractor’s total cost (since she is not satisfied with [redacted]’s workmanship). Or she can opt to use our contractor for system replacement. She was advised her contractors cost is much higher than HBW VI. [redacted] Agreement has basic coverage. If she moved forward with our contractor, there would be out of pocket expenses that the warranty does not cover. Mr. [redacted] called the representative back and accepted the buyout. It will take approximately 10 business days to receive the check.
 
We respectfully disagree with Ms. [redacted] on the delay of this claim. HBW VI would not have known this was an ongoing issue without notification. [redacted] was authorized to replace the coil but she decided to get her own second opinion which put a delay on [redacted] installing the evap coil.
 
Concerning [redacted] water damage and mold issue. We recommend [redacted] check with her homeowner’s Insurance Company. 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 in the Agreement 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.”
 
HBRWC would like to apologize for any inconvenience Ms. [redacted] may have experienced.
 
Sincerely,
Office of the President
Home Buyer’s Warranty Corporation VI

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 11, 2016, [redacted] reported his air conditioner is not reaching the desired temp and making noise. The independent service contractor, Adjustable Plumbing Heating & Cooling Services (“Adjustable”) was dispatched to the home and found the capacitor failed and the technician replaced it. Adjustable was called back out and this time found the compressor and condensing fan motor had failed. The contractor was approved to complete the repairs and the equipment was ordered. The recall work order was sent without a service fee due but Adjustable collected it. This has been reimbursed to [redacted]. We ask him to please allow approx. 10 business days to receive the reimbursement. On June 29, 2016, the contractor reported the wrong compressor was ordered. On July 5, 2016 a different compressor was ordered that HBRWC found was to be acceptable size, however the contractor wanted the same btu compressor. His compressor was located and ordered on July 6, 2016. On July 14, 2016, the contractor reported he completed the install of the condensing fan motor and compressor.   HBRWC apologizes to [redacted] for the experience he has had concerning his hold time with the customer service department and the delay of the compressor order. When there is a heat wave throughout the United States, this can create higher than normal wait time in the call center. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. His concerns enables us to make corrections and continue to improve our service. We value his business and we look forward to serving his future warranty needs   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by [redacted].  Thank you for the opportunity to review further.
 
A representative of this department has contacted [redacted] to check on the status of the refrigerator claim. [redacted] has acknowledged that the parts were installed on October 20, 2016. On October 21, 2016, a courtesy call was placed to Mr. [redacted] to confirm the refrigerator is up and running. A voice mail was received and a message was left to please contact us if this is not the case.
 
Concerning the vent hood. [redacted] unfortunately does not work on his brand of vent hood. Our dispatch department was not able to locate any other network contractors in the area to service the vent hood. The dispatch department called Mr. [redacted] and requested that he contact his own contractor. The representative also emailed Mr. [redacted] our out of network contractor guidelines to follow. There will be no service fee due for Mr. [redacted]. There are times when we do not have contractor availability. Per the Agreement under the Terms & Conditions C-3; “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 and call us for prior authorization to perform service. Your service provider must be licensed and insured and call us for prior approval before performing any repairs or replacements.” If Mr. [redacted] has any further issues or questions concerning either one of these claims, we request he contact us directly at ###-###-####.
 
HBRWC would again, like to apologize for the inconvenience and delay Mr. [redacted] has experienced.  We value his business and look forward to hearing from him soon.
 
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 rebuttal submitted by Mrs. [redacted].  Thank you for the opportunity to review further.
 
Our customers are more than welcome to use their own contractors, however, they will pay retail. 2-10 HBW will only consider reimbursement of the costs that a network contractor would have charged for the eligible repair or replacement. The cost for a customer to use an out of network contractor is usually significantly more than using a contractor from our network. A contractor out of our network 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 the customer will be responsible for the difference. In addition, there are stern guidelines that must be followed when a customer uses a contractor outside of our network. When a customer chooses to use their own contractor, they must also pay their contractor up front.
 
If there are allegations against a contractor’s workmanship, the contractor should have the opportunity to warranty their work. If a customer decides to use a different contractor to correct the previous contractor’s work, then yes, the dispute for reimbursement would be between the contractor that did not have the opportunity to warranty their work and the customer.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

The Office of the [redacted] at Home Buyers Warranty ** ("HBW**") is in receipt of the additional information submitted by [redacted].  Thank you for the opportunity to re**ew further. We apologize if Ms. [redacted] feels dissatisfied in anyway regarding the terms and conditions of her Limited Home Ser**ce Agreement ("Agreement").  None-the-less, as our pre**ous response indicates, her Agreement does state that HBW** does not offer coverage for cosmetic features, that we do not match brand, and that when issuing cash in lieu of repairs the amount is based on the costs that HBW** would pay and not retail costs. We acknowledge Ms. [redacted]'s statements about her Facebook complaint.  We apologize for any delay in our response and will investigate this further so we may try to locate the message in question. Sincerely,[redacted]sOffice of the [redacted]Home Buyers Warranty **

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 number XXXXXXXX by [redacted]. We have located Mr. [redacted]' Limited Home Service Agreement and applicable...

claim. Thank you for the opportunity to review and respond.
We do apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. We regret that there was a delay in this claim while HBRWC attempted to locate the correct part to replace Mr. [redacted]' leaking condensing coil. On June 10, 2015 we authorized to have the service contractor to replace the entire outdoor unit to avoid further delay. However, this part was not available either.
For this reason it was determined that the outdoor unit would need to be replaced with a new R410A, 14 SEER unit. This would not be compatible with the existing equipment. Mr. [redacted] did accept the non-covered costs associated with upgrading the indoor equipment to be compatible with the outdoor unit that we were able to provide. On June 17, 2015 the replacement equipment was ready for pickup. On June 18, 2015 the independent service contractor replaced the system.
We again apologize for any inconvenience that Mr. [redacted] may have experienced. We appreciate him bringing this to our attention so we may evaluate the matter further, and we look forward to serving his future warranty needs.
Sincerely,
Rachel Reeves
Office of the President
Home Buyers Resale Warranty Corporation
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
I will not renew the contract.

Initial Business Response /* (1000, 4, 2015/08/05) */
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 apologize for any frustration or inconvenience that [redacted] may have experienced during the claims handling process. Our records indicate that the independent service contractor [redacted] reported on June 15, 2015 that the compressor had failed and would need to be replaced. HBRWC ordered a replacement compressor, which was available for pick up on June 17, 2015. At that time, HBRWC requested the contractor contact the customer to schedule a repair time.
On July 6, 2015 [redacted] contacted HBRWC and advised that they had not been contacted by the contractor for scheduling. We apologize for this delay. HBRWC strives to provide fast, reliable service and anything less is unacceptable. This has been reviewed internally to prevent such delays from occurring in the future.
Our records indicate that on July 8, 2015 the contractor returned to the property and installed the new compressor. We apologize again to [redacted] for the delay that occurred. We appreciate [redacted] bringing this to our attention as we do take these matters seriously, and we look forward to serving his future warranty needs.
Sincerely,
[redacted]
Office of the President
Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: The $75.00 has not been refunded as of now
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 May 16, 2016, [redacted] reported her dishwasher is not spraying or filling the unit. Independent service contractor, [redacted] [redacted] was dispatched to the home and reported the drain pump and water level sensor has shorted. The contractor was authorized and the parts were ordered. On June 11, 2016, [redacted] called and said the repairs did not work. [redacted] was sent a recall to go back and visit the home. On July 23, 2016, [redacted] called stating [redacted] has not made contact to schedule an appointment. A representative attempted to call the contractor but the phones were disconnected. The independent contractor [redacted] was sent the dispatch. [redacted] reported online that the customer had cancelled the appointment. Both contractors have been sent to our contractor relations department to investigate and address.
 
A supervisor has called [redacted] and offered a comparable replacement dishwasher. [redacted] accepted the new dishwasher. 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 PresidentHome Buyers Resale Warranty Corporation