2-10 Home Buyers Warranty

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 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

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, 2015/10/31) */
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 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 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

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

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 March 7, 2017, [redacted] reported his air conditioner is not cooling. The independent contractor, [redacted] was dispatched to the property and reported online, they found the system low on refrigerant, recharged and added sealant.
 
On May 12, 2017 [redacted] once again reported the air conditioner is not blowing cold air. [redacted] was sent a recall visit and reported the compressor has locked up. There were issues with the technician from [redacted], the technician could not supply even basic information in order for us to order the equipment causing a delay in the claim. [redacted] was sent to contractor relations to investigate and address.
 
On May 23, 2017, the independent contractor, [redacted] was dispatched to the property and reported this is a heat pump system and found there is a large leak in the outdoor condensing coil and [redacted] was approved to replace the condensing coil. [redacted] completed installation on June 14, 2017. There was a recall dispatch for [redacted] and they found the leak seal did not hold for the indoor evaporator coil. Since the evaporator coil is located inside of the air handler in a heat pump system, HBRWC found it best to replace the air handler. The [redacted] air handler was ordered 7/3/17 for [redacted] to pick up. On July 11, 2017, [redacted] called and said the equipment is ready for pickup but he needed the equipment shipped to his shop. An internal error on our part or an error on [redacted]’s part, but [redacted] did not get the order to change to ship to shop until July 18, 2017. On July 28, 2017, a call was placed to [redacted] as to the status, [redacted] had not sent the order but gave the representative an ETA of 7/31/17. On August 3, 2018, [redacted] still did not have the equipment. A call was placed to [redacted] and they assured us it will go out today 8/3/18 and be at [redacted]’s on 8/4/17. On August 7, 2017, a follow up call to [redacted], the [redacted] rep stated the transfer will take an extra day. On August 8, 2017, [redacted]’s noted online they still have not received the equipment. The representative immediately called [redacted] to find out [redacted] still did not ship out the equipment. [redacted] assured us once again the equipment will go out today 8/8/17. There were confirmed 5 calls placed to [redacted] as to the status of the ship to shop order.
 
On August 14, 2017, [redacted] reported they received the air handler. On August 16, 2017, [redacted] reported this is a straight cool system and NOT a heat pump system. The straight cool system does not have an air handler but the evaporator coil sits on top of the furnace. Due to this new information, it was decided to move forward with full system replacement. A representative in the escalations division has been assigned to [redacted]’s claim to confirm completion.
 
HBRWC apologizes concerning the delays that occurred in [redacted]’s claim. There are some things that our out of our control. We had no control over the delay in the order of the air handler once it is placed through [redacted]. [redacted] originally reported this was a heat pump system and the air handler was ordered based on this. 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. We have no right of control over their actions. However, we try to do everything possible to get a claim back on track. This is explained in the Agreement in 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.”
 
In [redacted]’s desired settlement, he is requesting HBRWC repair the issues in the house caused by not having ac in the south [redacted] heat and humidity. 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. Per the Terms & Conditions of the Agreement; B-6. “We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage.” We regret that the consequential damage to the home is not covered. We recommend [redacted] check with his homeowner’s insurance company. Due to the delay, [redacted] is being reimbursed for temporary cooling.
 
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation

Initial Business Response /* (1000, 4, 2015/06/05) */
The Office of the President at [redacted] ("[redacted]") are 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 do apologize for any confusion or misunderstanding that occurred regarding the non-covered charges associated with [redacted]'s air conditioning repairs. Our records indicate that on May 9, 2015 the independent service contractor stated that the compressor had failed and would need to be replaced. [redacted] researched and ordered a "like-kind" compressor that matched the features of the existing compressor and would be compatible with the unit. This decision was made pursuant to section B-1 of the Agreement which states, "When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency, but not for matching dimensions, brand or color."
The $250 in non-covered charges that [redacted] mentions is the cost associated with piping modifications. We regret that it was not possible to provide a compressor that would be identical in fit to the failed compressor. For this reason, the service contractor needed to modify the connections to the compressor as well as some other miscellaneous piping to ensure that the new compressor would fit correctly in the new unit.
We acknowledge that [redacted] was not contacted regarding this non-covered charge prior to repairs being completed. While advising customers of non-covered charges is considered a courtesy, it is [redacted] policy to report these costs to a customer in advance via a telephone conversation. [redacted] strives to provide fast, reliable service and anything less is unacceptable. We will have this matter addressed internally.
With this said, we regret that this does not negate that the $250 cost is [redacted]'s responsibility. This is pursuant to section B-2 of the Agreement which states, "When replacement of systems or appliances of identical dimensions are not readily available, we are responsible for installation of replacement equipment, but not for the cost of construction or carpentry needed because of different dimensions." As such, [redacted] will not paying for this additional cost.
We further apologize for the delay that [redacted] experienced. While the compressor was ordered on May 18, 2015, this part was not available locally and had to be shipped from a different location. [redacted] was given an estimated time of 5-7 business days for arrival. We would note that per section B-9 of the Agreement, "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."
We apologize that we are not able to be of further assistance. We do appreciate [redacted] bringing his concerns 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
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response put forth by [redacted] ("[redacted]") dictates the same response given during phone conversations with [redacted]. However, the response fails to address the fact that I was not given notice (be it a courtesy or not) that I would have to bear an additional cost. Had I known that I would have to bear an additional cost, I would have opted for a payout of the cost (as an option given to me) to repair the part instead of opting for [redacted] to continue with ordering and repairing the AC unit.
Simply put, [redacted] failed to provide me clear and complete information so that I would be able to make an informed decision. A decision that has cost more than expected.
Final Business Response /* (4000, 8, 2015/06/17) */
The Office of the President at [redacted] is in receipt of the rebuttal submitted by Mr. [redacted] We apologize for any dissatisfaction that Mr. [redacted]may feel due to the non-covered charges of $250 and the time in which he was advised of this amount. None-the-less, they are not eligible and we will not offer reimbursement.
Section A of Mr. [redacted]s Service Agreement discusses buyout offers. In this section it states, "We are not obliged to extend such an offer in any particular instance. Such offers are typically made subject to restrictions." As such, our company was under no obligation or expectation to offer Mr. [redacted]a buyout for cash in lieu of repairs.
We again apologize for any inconvenience that Mr. [redacted]may have experienced. At the same time, our company did act within the bounds stated in his Service Agreement when we elected to proceed with repairs.
Sincerely,
[redacted]
Office of the President
[redacted]
Final Consumer Response /* (4200, 10, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have nothing more to say regarding this issue and hope to never have to call [redacted] again but if I do, I expect a greater level of customer service.

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.)

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 (“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

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 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 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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 (“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 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