2-10 Home Buyers Warranty

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.
2-10 Home Warranty is a unethical business and it will be pointless to expect them to be anything other then that. And I hope that Karma and God punishes them for how they treat their customers.
Sincerely,
[redacted]

Complaint: 11418065
I am rejecting this response because: I have replied to this business with the following email:Hello Mr. [redacted], I have contacted [redacted], the owner of Five Star Home inspections, as he is also the one that performed the inspection. He is preparing a report to be forwarded to you regarding his findings on the condition of the air conditioning system, in which he will edit out any information not related to this issue. He expects to have this report to me by Tuesday, May 3, or Wednesday, May 4. he has also given permission to give you his contact information, and I encourage you to contact him directly and discuss this with him.[redacted]Owner / InspectorFive Star Home Inspections[redacted]
 [redacted]As far as your proposed settlement is concerned, please be informed that the quote of approximately $1200 is in addition to the $100 service fee that I have already paid Mr. Young, which would bring the total to approximately $1300 altogether. I made this claim in good faith, expecting your company to honor it in good faith. I must admit, I am completely baffled by the fact that the assessment by the contractor that your company sent was not good enough, and I feel that with the addition of the report being sent by Mr. Brown, and his agreeing to discuss this with you personally, that this should be sufficient for your company to honor the original claim.Regards,William Baumgartner  As of this writing I have not heard back from this company. 
Sincerely,
[redacted]

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 call was placed to Omega to check the status of the installation of the condensing unit. The scheduled appointment was for August 3, 2016 and the installation has been completed.
 
We are understanding of [redacted]’s situation and we again openly apologize for the frustration and inconvenience that he has experienced.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationTell us why here...

Complaint: [redacted]
I am rejecting this response because: I am not satisfied with their resolution. They left me nearly a month without air during a miserable heat wave, my wife has breathing problems and my poor dog was having a hard time as well. We didn't have anywhere else we could go short of renting a motel room for a month, so we were left with a hot box of a house for 27 days.They offered me a refund of my deductible and told me it would be there in 5-7 business days. That was several weeks ago and I still don't have it. I received a call yesterday from someone saying there was a "glitch" and it went to the contractor. I don't believe this as the gentlemen from A Absolute were very honest and I believe they would have let me know if that was the case.They paid half of the $440 uncovered costs but I still believe they should have paid all of it, as I was without AC in dangerously high heat for 27 days, they screwed up my refund and wasted many hours of my time in my attempts to reach out to figure out what was going on as nobody on their end kept me in the loop.I will not be satisfied until they cut me a check for the remaining $220. They owe me that much.
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 18, 2016, [redacted] reported the Samsung refrigerator was not cooling, freezing or making ice. HBRWC was having a difficult time locating a contractor that services Samsung. Sears was able to service but not for 5 days. We offered [redacted] and offered Sears or they can acquire their own out of network if they could service sooner. Independent service contractor, Sears was dispatched to the home to make the repairs. On June 7, 2016, [redacted] called and said Sears was out and made the repair to the Fridge and ice make, however the ice maker is still not working. Sears was sent a recall but could not service the customer until July 11, 2016. Sears diagnosed and again but would not be able to install the parts until August 18, 2016. Sears was sent to our contractor relations division to investigate and address. They should not be going out on a service call, then tell us that they cannot install the parts for another 3 weeks when the parts are readily available. On July 21, 2016, we offered a comparable replacement refrigerator or a replacement buyout to [redacted]. [redacted] decided to take the replacement buyout.   We are understanding of the [redacted] situation and we apologizes to them for the experience they had concerning the delay to their claim. We strive to provide fast, friendly and reliable service, leaving a positive experience to all our customers. Their concerns enables us to make corrections and continue to improve our service. We value their business and we look forward to serving their 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") has received the additional response submitted by [redacted].  Thank you for the opportunity to review and respond.A phone call was placed to Independent contractor, RCI to see if the sprayer was installed as noted in the claim notes. The office personnel contacted the technician and found that [redacted]. was correct and the part was not installed due to Delta had sent the incorrect part. They believed the part was no longer available. RCI apologized for the miscommunication and as a request, priced out a comparable Delta faucet for [redacted]. HBRWC was not aware that the repairs were not completed. All of the contractors that are utilized by HBRWC are independently owned and operated. We have no right of control over their actions. We acknowledge the delay that occurred by RCI was preventable and we will have this matter investigated further internally so we may make corrections and continue to improve our service.Even though the agreement states.  ”• Faucets and faucet handles (chrome builder’s standard used when replacement is necessary)”. HBRWC felt it appropriate to offer a like-kind replacement to settle this matter.  There was a call placed to [redacted]. and she stated she has already ordered a new faucet on line. She accepted a buyout for the faucet that was priced out by RCI. RCI and [redacted]. have agreed once she gets the faucet in the mail, RCI will do the install. [redacted]. is satisfied with this resolution. Again we apologize for any frustration or inconvenience that [redacted]. experienced due to the delay that occurred. We do take these matters seriously. We look forward to serving her future warranty needs.Sincerely,Office of the PresidentHome Buyers Resale Warranty Corporation Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I have asked the contractor to follow up to provide the requested information ("what was replaced and the scope of work that was done and why it needed to be done"). Please note, the 2-10 Service Agreement states: " “One phone call, or a few clicks online, takes care of most everything. It’s fast, it’s easy... and we do the work.” Several calls were placed to 2-10 and the contractor that was sent was pre-approved.
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 water heater claim. Thank you for the opportunity to...

review and respond.   Our records indicate on April 22, 2016, [redacted] reported no hot water. Independent service contractor, Hers and His Plumbing was dispatched to the home and found the water heater leaking at the base and must be replaced. The contractor reported out of pocket costs that the Agreement does not cover. There is no coverage for code upgrades. Hers & His Plumbing reported the gas valve on the gas line needs to be upgraded to a ball valve, the dielectric unions are required to prevent electrolysis and the old expansion tank is failing and holding water. 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.” The modifications included the flu exhaust vent modification, Temperature & Pressure line relocation and additional pipe modifications because the current line will not reach the water heater. These out of pocket costs are costs that the independent contractor charges and outside of the warranty. [redacted] was explained she could discuss these charges further with Hers and His Plumbing. We also gave her the option of the buyout as a full and final settlement. [redacted] accepted the buyout.   $313.50 (50 gal gas water heater) $115 labor to install -------- $428.50 - $100 service fee = $328.50 replacement buyout   To further explain the non-covered out of pocket charges. 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. The non-covered charges are paid directly to the independent contractor. These funds are kept by the contractor and not transferred to HBRWC. There is no negotiation of the non-covered charges with HBRWC. This is between the customer and the contractor.   [redacted] also mentioned that in her Agreement, she has up to $500 for vent, pipe, and other modifications. The only mention of this in the Agreement is under the Terms & Conditions under Plumbing; “Limitations: Service for concealed/concrete-encased water drain, vent piping, ductwork, leaks and breaks in the plumbing system is limited to $500 per contract.” This refers to concealed or concrete encase claims when a plumbing pipe leaks or breaks. The Agreement will pay up to $500 toward the repair.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 5, 2015/12/03) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") 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 Mr. and Mrs. [redacted] may have experienced during the claim handling process. Our records indicate on October 17, 2015 [redacted] reported his water heater was leaking from the bottom. The independent service contractor [redacted] was originally dispatched on October 20, 2015. [redacted] called into HBWVA stating [redacted] could not service until October 26, 2015 and would like sooner service.
On October 22, 2015, the independent contractor [redacted] & [redacted] was dispatched. On October 27, 2015, [redacted] called and stated that [redacted] & [redacted] was a no show for their scheduled appointment.
HBWVA dispatched independent contractor [redacted] Plumbing. [redacted] Plumbing called in October 29, 2015 reporting the water heater has a hole at the bottom and must be replaced. [redacted] Plumbing requested $1516.49 to replace the water heater. Due to [redacted] Plumbing high cost, on November 2, 2015, HBWVA again contacted [redacted] Plumbing who verified they could service.
[redacted] called November 10 2015 stating [redacted] & [redacted] never made contact with him. On November 11, 2015, we called [redacted] Plumbing to authorize them to do the replacement of the water heater. They declined to do the work. On the same date, we called the customer and apologized for the delay. We requested from the customer to contact a home improvement store to get an estimate to replace the water heater. The customer sent in an invoice from Lowes and HBW paid Lowes by Credit Card on November 17, 2015.
HBWVA would again like to apologize for any inconvenience Mr. and Mrs. [redacted] may have experienced. HBWVA strives to provide fast, reliable service and anything less is unacceptable. We acknowledge that the delays occurred were preventable, and will have this matter investigated further internally so we may make corrections and continue to improve our service. We would like to thank them for bringing their concerns to our attention as we do take these matters seriously and we look forward to serving their future warranty needs.
Sincerely,
[redacted] J. [redacted]
Office of the President
2-10 Home Buyers Warranty of Virginia, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 9 Nov 2015 I spoke with Ebony (2-10 Customer Care)about [redacted] no-show. Doing the conversation, [redacted] said that she was authorizing the refund of our Service Fee of $100.00. I have not received this refund. An 2-10 employee committed to the refund and I would like to receive it. This case can be closed once I receive the refund.
[redacted]

Final Business Response /* (4000, 9, 2015/12/17) */
The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. is in receipt of the rebuttal submitted by Mr. [redacted]. As a gesture of compromise and not by admission of liability, we agree to reimburse the service fee per Mr. [redacted]'s request. Mr. [redacted] may expect this check within 7-14 business days.
Sincerely,
Rachel Reeves
Office of the President
2-10 Home Buyers Warranty of Virginia, Inc.
Final Consumer Response /* (2000, 11, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 the evening of February 22, 2017, [redacted] reported; “water all over the basement”. The out of network instructions were emailed to [redacted]. In number 4 of the instructions it states “2-10 Home Buyers Warranty will not pay for any repairs that are made without its authorization.” The contractor did not get authorization prior to replacing the water heater. There was no other activity until March 7, 2017, when only the water heater invoice from [redacted] was received. There was no other information, such as the plumber’s diagnostics or pricing. The representative called [redacted] and received a voice mail. A message was left advising that there was no prior approval and without a diagnosis, this claim is not eligible for coverage. [redacted] disputed the denial.
 
The instructions for using an out of network contractor were not followed but we are understanding of [redacted] emergency situation. A representative of this department has called and left 2 voice messages as well as emailed her. The invoice received from [redacted] in the amount of $457.80 less her $100 service fee has been reimbursed.
 
HBRWC 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,
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 Mr. [redacted] 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 Mr. [redacted] may have experienced during the claim handling process. As Mr. [redacted] stated, when the independent contractor Quality Service Plus was initially at the property, they determined there was a whole in the evaporator coil and the heat exchanger was rusted. Since gas package unit did not have any identifying information on it, it was not possible to confirm the size of equipment. For this reason, it was necessary to perform a load calculation test so the contractor could verify the size of Mr. [redacted]'s HVAC equipment.
Once this load calculation was performed, the contractor determined that Mr. [redacted]'s HVAC system for his main floor required 2.5 T sized equipment. On August 28, 2015 the contractor stated that the old equipment would have been 2.5 T as well based on his calculations. It is for that reason that HBRWC determined to offer a 2.5 T replacement unit.
When Mr. [redacted] was contacted regarding the "downgrading" of his gas package unit, this information was incorrect. We sincerely apologize for this error. HBRWC strives to provide accurate, professional service and will have this investigated internally to prevent such situations from occurring in the future. Our records indicate that when the equipment order was submitted, a HBRWC representative accidentally selected a 4 T unit, instead of the 2.5 T that the contractor requested. This error was missed, and a 4 T unit was initially ordered. The service contractor noticed this error and contacted HBRWC to alert us as well. A representative reached out to Mr. [redacted] to update him regarding the error, since this did delay the part order by four days. We apologize for any misunderstanding and the delay that occurred.
We acknowledge Mr. [redacted] concerns regarding the non-covered charges associated with replacing the gas package unit. The non-covered charges for the package unit replacement were quoted as $1138 total. Of these, the contractor stated he would charge $100 for an electronic whip and disconnect, $350 to install a rain shield, and $50 for a carbon monoxide detector. These three items are required per local code requirements and are not eligible pursuant to section B-3 when it states, "We do not correct to bring into compliance, nor pay for corrections of violations of building, fire, zoning code or local ordinances or state and federal laws or regulations unless for specific covered systems and appliances."
Additionally, the contractor stated there was a charge of $175 to recover and dispose of the existing refrigerant and the equipment. This is not eligible per section B-10: "We do not remove any hazardous materials including asbestos; do not transport or store any hazardous materials; and do not perform any repairs where there is environmental contamination or if such repairs would cause contamination. We do not pay charges or fees to dispose of an appliance, system or component, including, but not limited to: condensing units, evaporator coils, compressors, capacitors, refrigerators, freezers, water heaters and any system/appliance which contains dangerous or hazardous materials."
One hundred dollars of the non-covered charges were for a permit fee which is not eligible per section B-4 of the Agreement. Of the remaining non-covered charges, there was $113 to install a new pad for the package unit, which is only eligible when the Supreme Protection option was purchased. Finally, the contractor quoted $250 to modify the gas lines and for plenum transitional pieces between the new package unit and the ductwork. Those items are not eligible per sectin B-2 which states, "When replacement systems or appliances of identical dimensions are not readily available, we are responsible for installation of "like-kind" equipment but not for the cost of construction or carpentry needed because of the different dimensions."
We empathize with Mr. [redacted] situation, since the non-covered charges for his replacement were higher than average. At the same time, we regret that we have verified all the items listed are not eligible per the terms and conditions of the Agreement and would be necessary in order to correctly install a new package unit in Mr. [redacted]'s area. As such, we will not offer any reimbursement for these items.
Our records indicate that Mr. [redacted]'s package unit was successfully replaced on the 12th of October. We appreciate Mr. [redacted]'s feedback and his willingness to bring his concerns to our attention so we may review the matter further. We look forward to serving his 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 (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by Mr. [redacted]. We have located Mr. [redacted]’s Limited Home service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and...

respond.
 
Our records indicate on October 15, 2016, Mr. [redacted] reported the microwave is not turning on at all. The independent contractor, [redacted] was dispatched to the home to diagnose the microwave. On November 22, 2016, the contractor reported a fuse and the noise filter had failed and the parts were ordered. The contractor needs 2 men to remove the microwave in order to make the repair. The contractor stated that he tried to schedule a time with Mr. [redacted] but unable to come up with a time that works for both of them. Once we realized the microwave had not been repaired, a representative of this department contacted Mr. [redacted], confirmed that the repair had not been made. A call was placed to the contractor and they have a scheduled appointment for install on December 21, 2016. Mr. [redacted] has informed the representative that the repairs have been completed.
 
We acknowledge that the delay that occurred by the contractor was preventable. The contractor has been sent to our contractor relations department to address. HBRWC would like to apologize for the inconvenience Mr. [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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11417254, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms. [redacted].
 
Our notes show Ms. [redacted] spoke with an accounting representative on July 19, 2017 and she arranged to have the Warranty sent to her. She should receive it shortly. In addition, on July 24, 2017, another request has been sent over to agent services to mail another one as well as her billing cycle. Ms. [redacted] will most likely receive 2 in the mail.
 
We would refer Ms. [redacted] to her original desired settlement where she requested $1,300 so she could purchase her own refrigerator. Since the contractor could not repair the ice maker to her satisfaction, HBRWC offered a replacement or the equivalent replacement cash buyout of $1,152.00. Ms. [redacted] agreed to the cash buyout amount of $1,152.00 as a full and final settlement.
 
The rebuttal provides no additional information. HBRWC has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. HBRWC’s decision is final. 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 October 18, 2016, [redacted] reported her heating system will not turn on. Unfortunately we are not able to locate a network contractor who is able to service the property. We asked [redacted] if she could locate a contractor. While HBRWC makes every attempt to have coverage for every trade in a region, sometimes this is not possible. 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.”
 
A representative has been assigned to this claim. He has called [redacted] and has left a voice message. He has emailed the guidelines in using an out of network contractor. [redacted] has the representatives direct contact information (phone and email).
HBRWC would like to apologize for any inconvenience [redacted] has experienced.  We value her business and we look forward to serving her future warranty needs.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

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

opportunity to review and respond.   Our records indicate on May 31, 2016, [redacted] reported “on line” her air conditioner will not turn on. On June 9, 2016, Independent service contractor, A Absolute Air to the home and reported the breaker was tripping at the control panel. The technician found that someone had removed the guys out of the service switch and bypassed it. The electrical line (whip) going from the service switch to the condensing units is too short and it has stretched out and not working like it should. The compressor has locked up. The service switch and whip were not normal wear and tear and not eligible for coverage.  The contractor considered supplying the compressor. He was transferred to our parts department for ordering.   On June 17, 2016, [redacted] called wanting status. At this time, it was noticed that the compressor had not been ordered and the order was placed. On June 28, 2016. A Absolute Air called in stating the compressor that was received was defective. Another compressor was ordered and on July 5, 2016, the contractor reported he installed the 2nd compressor and it seized immediately. The contractor recommended getting a compressor from a different vender. HBRWC decided at this time to replace the condemning unit as to not to delay the claim any further. There was no failure to the inside air handler. [redacted] has accepted the out of pocket expense to replace that.   HBRWC would like to apologize for any inconvenience [redacted] may have experienced. We acknowledge part of the delay was due to HBRWC and to the other part was due to the defective compressors.  We strive to provide fast, friendly and reliable service to all our customers. Her feedback allows our company to serve our customers better. We value her business and we look forward to serving his future warranty needs   Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted]
I am rejecting this response because: I was lied to for almost an entire year before anyone advised me the issue was not covered. I still do not have confirmation that this is the issue. The guy I spoke to from the company Nelson thought it could be it but as far as im aware he is not a plumber. I was lied to by several employees and plumbers. This is unacceptable business to me. If nothing else can be done please publish this review on the Revdex.com site
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  Grant it, 2-10 has made some retribution to my claim by sending a Lennox unit to be installed however, the unit was delivered but damaged.  Integrity Appliance immediately informed them that the left panel of the AC was damaged.  Integrity Appliance did not want my family to wait any longer so they decided to put the unit in and contact 2-10 concerning the damaged panel.  He mentioned to them that it would be best to just send the left size panel.  Integrity Appliance took pictures and sent them to 2-10.  Once I receive the panel and it is installed by Integrity Appliance I will comply to the complaint in a more favorable way.  Thank you, for your support during this time heat and grieving.  I look forward to a quick response from 2-10 Home Warranty.

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.
 
We do agree with [redacted]. A plumber should have the basic skills to hook up a water heater to code. If this is beyond his expertise, he should have contacted 2-10 HBW so we could have dispatched an electrician. A representative of this department called and spoke to [redacted] and informed her she is being reimbursed from the electrician’s invoice. She found this satisfactory.
 
[redacted]
[redacted]
[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 August 7, 2017, [redacted] reported her filtration system is not working in the pool. We do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular trade. We do apologize for this inconvenience. When this occurs, we do request that the customer locate their own contractor. We do have this right as explained in the Agreement under the Terms & Conditions, A-1; “No claim forms are used, but we must pre-authorize service by an independent service contractor. If a service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing service. Your service contractor must be licensed and insured. After authorization has been provided, you must send the acceptable proof of your actual itemized costs to 2-10 HBW before any reimbursement amount will be paid.”
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation