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2-10 Home Buyers Warranty

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Reviews Warranty Plans, Home Warranty Plans 2-10 Home Buyers Warranty

2-10 Home Buyers Warranty Reviews (1673)

Initial Business Response / [redacted] (1000, 6, 2015/08/19) */ The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the inquiry submitted under case XXXXXXXX by [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 that Mr [redacted] placed claims on both his upstairs and downstairs air conditioning systemsThe claim for the upstairs unit was placed on July 10th and dispatched to the independent service contractor provider [redacted] to provide serviceOn July 15, Mr [redacted] contacted HBRWC to report that the upstairs air conditioning system was not blowing cold air [redacted] evaluated both systems on July 15th and reported the diagnosis and recommendations on July 17thSpecifically, the contractor reported that both systems had a compressor that failed and would need to be replaced As such, HBRWC did honor the terms of the Agreement which state, "We will contact an authorized, independent service contractor within hours during business hours and within hours on weekends and holidays to assist in evaluating your request." Mr [redacted] 's Agreement does not guarantee that an appointment will be scheduled within a certain timeframe, only that we will contact a service contractor who will then reach out to the customer to offer assistanceWe would also advise that we are not liable for the days that Mr [redacted] went with a non-functioning unit prior to contacting HBRWC to place a claim Upon receiving these reports, HBRWC researched to confirm what the correct compressor replacement would be, and then ordered equipmentWe do regret that the compressors were ordered the day after the diagnosis was called in, as the supply houses were closed for the day by the time the diagnosis was reportedThe compressors were available for pickup on July 22, While installing the compressor for the upstairs air conditioning unit on July 24, the service contractor found that the evaporator coil for that system was also leakingWe empathize with Mr [redacted] 's frustration relating to this additional failure, however, it was not possible for the service contractor to locate any leaks with a dead compressorHBRWC authorized for [redacted] to complete repairs, and ordered equipment that dayThe necessary evaporator coil was not available locally and HBRWC was given an ETA of either July 31st or August 3rdWe apologize for the delay that occurred while the equipment was being shipped to the local supply house, however we would note that section B-of Mr [redacted] 's Agreement states, "We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays in obtaining parts, equipment, weather delays or labor difficulties." The service contractor received the equipment and completed repairs on August 5, 2015, their soonest availability for this repairOur records indicate that this repair has held and both systems are operational at this timeIf this is not correct Mr [redacted] may contact our company to place a recall claim so we may have a contractor provide further evaluation While Mr [redacted] is welcome to follow the procedures outlined in section A of the Agreement and obtain his own service contractor, he is correct when he states that HBRWC does not offer to pay based on the full retail pricing in such a scenarioThis is stated in section A-2a of his Agreement: "Instead of performing repair or replacement services, we may pay you cashThe amount of cash we will pay is the lesser of (i) what the ordinary customer would pay after negotiating the best price for such services in your area and without the benefits of this contract, or (ii) the amount we would pay for parts and labor for covered service based upon our contracts with authorized service contractors, this amount is usually less than retail cost or your actual costWe are not obliged to extend such an offer in any particular instanceSuch offers are typically made subject to restrictions." We would like to thank Mr [redacted] for bringing this to our attention as we do take these matters seriouslyWe look forward to serving his future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response!!!! One of my hvac units still doesn't work properlyI called the contractor but they still have not called me backI keep calling but they never answer the phoneI also have not received the $refund that I was promised a few weeks ago to help off set the cost of the $I spent on portable window air conditionersWhere is my $that was promised to me? Also, fix my air conditionerhome warranty should be shut down!!!!!! One day you guys will get exactly what is coming to you!!!!! Final Business Response / [redacted] (4000, 10, 2015/09/10) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") in receipt of the rebuttal submitted by Mr [redacted] Thank you for the opportunity to further review Mr [redacted] 's $reimbursement has been processedDue to the processing and mailing time, he may still have not received the check yet, but should receive it by no later than next weekMr [redacted] also contacted HBRWC to advise when the unit failedThe independent service contractor returned to the property and added a booster to compressor on the 3rd of SeptemberThe system was working at the end of the appointment, and to date, HBRWC has not received any reports of it failing again Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: I paid the $co-pay please see receiptAdditionally, when I spoke with [redacted] she explain the only code issue potentially was the expansion tank They were charging for modifications NOT codesI had the county water inspector confirm the water heater was already up to codeYour company should pay for modificationsI should not have to pay for themYour contract only specifies code valuations.Your company has terrible business ethics trying to label installation modifications as code volitions Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this re [redacted] is not satisfactory to me I have included a picture of my evapcoil that they said is rustedThere is no way for them to actually see the evapcoil, because there is no access panelIf [redacted] told you that they added lbs of freon, they liedI told 2-all of this before filling this complaint, but they still told me that I had to get my own person to look at itThey are more then welcome to come to my house to see that [redacted] lied to them at my expenseThat is why I sent a complaint to the state for fraud against [redacted] .Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ 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 applicable Limited Home Service Agreement ("Agreement") Thank you for the opportunity to review and respond Our records indicate that [redacted] 's service period was initiated on May 23, On May 30, a copy of [redacted] 's Agreement was mailed to him [redacted] first contacted HBRWC on April 13, stating that he never received the AgreementWe do apologize that this occurredThe following day, HBRWC mailed him a second copy of the Agreement On April 22, [redacted] contacted the sales division of HBRWC to request assistance with claims in which repairs had been madeThe items listed were not eligible for coverage as they were structural in nature and are not listed as eligible for coverage in his AgreementA claims representative emailed [redacted] advising that the items were not eligible under his Agreement per section B-which 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 or in sequence or concurrence with any other cause or causes): structural changes" HBRWC was next contacted by [redacted] on May 1, in which he requested a full refund of his Service AgreementWe do regret that we are not able to offer a full refund pursuant to section F of the Agreement when it states, "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement for the unexpired term will be refunded to the party purchasing the Agreement." While we are not able to issue a full reimbursement, HBRWC did process [redacted] 's cancellation request on May 5, This completes the records of times that [redacted] contacted HBRWCWe disagree with [redacted] 's statement that he made many calls to request a copy of his Agreement, as his request was processed after the first call that [redacted] made to our companyWe do agree that it was not possible to email [redacted] a copy of that Agreement, which is why it was mailed on April 14th after it was verified on April 13th that our system was not emailing the Agreement through We apologize that we are not able to be of further assistance, as the Agreement states that [redacted] is only due a pro rata refund for the remaining weeks left on his service periodWe appreciate [redacted] bringing this matter to our attentionAs [redacted] has elected to cancel his Agreement with us, we respectfully request the matter be considered closed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The agreement was never mailed to my homeThis is a completely and fabricated response from the companyIf any copies were mailed, why would we still be having this conversation? If the documents were mailed, I'm sure the company would be happy to provide tracking # information, which 2-Home Buyers Warranty (HBRWC) will not have because it was never mailedYou could also ask my co-owner of the home and policy, who would be happy to offer input into this matter and provide witness that we never received mailings as wellThrough this entire year, the only document we received was .pdf file that was emailed by Alan Stavin on April 14, We still have no physical copy of the warranty agreement or signed paperwork of any kind My cancellation request was on April 28, 2015, to [redacted] It was not May 1st as this business response claimsHere's proof: "From: D S Sent: Tuesday, April 28, 5:AM To: [redacted] Subject: Re: FW: HOME BUYERS WARRANTY Direct Sales Escalation - Warr # XXXXXXX [redacted] and 2-10, At this point, we would rather cancel and get a refund It took almost an entire year and many, many phone calls to finally get our policyWe were transferred from department to department with each and every associate consistently saying their is nothing that they can do to provide our policy details or assist us in any wayFirst, it was several promises to mail it, then email, then claiming they couldn't email, them claiming they could email, and back and forth, so on and so forthThe website wouldn't even allow comments or emails to be submitted at any time, etcIt seems like a fake policy Originally, when we got the policy, we were told it would essentially cover anything under the roof during the life of the policy We feel completely misled and also victims of bait and switch Please, refund our policy in full [redacted] " Many of the repairs requested under my warranty were not caused or "made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): structural changes"." Do you consider wiring, doorbells, and plumbing to be structural? I don't know any unionized electricians or plumbers that would In fact, I did contact your company several times as was stated in the complaintThis included my phone call being hung up several times, which is probably why you don't wish to share those phone records eitherOn several occasions, my calls were also transferred to many associates always giving misinformation and the runaroundThe 2-Home Buyers Warranty website also doesn't work to send correspondence My policy co-owner had also contacted 2-Home Buyers several times by phone during the summer of Why were these calls not mentioned by the Office of the President's response to this complaint? Here's a copy of my complaint again that covers what occurredI will be happy to send copies of the emails I finally received from [redacted] and [redacted] "It took almost an entire year and many, many phone calls to finally get our policy paperwork on April 14, 2015, by Alan Stavin Through this year, We were transferred from department to department with each and every associate consistently saying their is nothing that they can do to provide our policy details or assist us in any way First, it was several promises to mail the policy, then email, then claiming they couldn't email, then claiming they could email, and back and forth, so on and so forth The website wouldn't even allow comments or emails to be submitted at any time, etc(http://www.2-10.com/contact-us/)It seems like a fake policy Originally, when we got the policy, we were told it would essentially cover anything under the roof during the life of the policy We feel completely misled and also victims of bait and switch Please, refund our policy in full [redacted] is the escalation manager, who now claims to have transferred us to yet another department [redacted] is the representative who we were originally escalated to handle our complaints, but neither of them has done anything to assist usI have several pages of email correspondence to both of them." I will be happy to contact [redacted] and provide them will all of this information, who has an entire team of consumer advocate news reporters that specialize in warranty scams Since there is no signed paperwork that we've ever received and since this company is refusing to help us and is also continuing to provide information to the Revdex.com as well as to myself, the consumer, we require our refund in full, which is $ Final Consumer Response / [redacted] (4200, 19, 2015/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Future consumers, please read this entire complaint thoroughly prior to buying anything with 2-Home Buyers Warranty As stated several times, this new document provided by Home Buyers Resale Warranty Corporation proves that Home Buyers Resale Warranty Corporation (2-10), is providing information to the Revdex.com and to me, the consumer If you right click on the properties of this file, it states it was created on Sunday, July 19, 2015, 7:45:PMThis was not created during the time that 2-has claimed our policy was writteNWHY WAS THIS SUPPOSED POLICY DOCUMENT CREATED MONTHS AFTER THE POLICY WAS CLOSED? No contract has been mailed to my residence to this date This feels like I'm continuing to be abused by a large corporation and that nobody at the Revdex.com is making any effort to help me, the consumer All that keeps happening is that I have to restate what I've already stated and to continue to be abused into receiving information from 2-Home Buyers Resale Warranty Corporation We require the $in total refund As previously stated: HBRWC, 2-10, continues to fail to provide proof of evidence or documentation that the company has fulfilled any of the consumer's requests, needs, or complaints As you can read from the company's replies, the supposed dates of contact or cancellation continue to change in each of the company's responses 2-10, HBRWC, is using the "broken record" method of repeating their stance, but they provide no evidence and their dates continue to changeHBRWC provides no explanation, while I, the consumer, have provided a wealth of evidence through email, phone calls, associate's names, exact times and dates of conversations, etc Here are the only dates I received replies from this company (HBRWC, 2-10), over the course of an entire year of phone calls to representatives that claimed they would mail me my policy, and also following many attempts to send email correspondence through the company's "contact us" section of the company's website The dates I received email replies from [redacted] @2-10.com: April 14, April 16, April 18, April 20, April 22, The dates I received email replies from [redacted] @2-10.com: April 22, April (twice), May (twice) I will forward them to the Revdex.com upon request, since they won't fit in this rebuttal As the consumer, I have provided dates that have not changedI've provided many forms of evidence and correspondence with the company to prove my complaint against 2-10, HBRWC, is validThis corporation still does not answer any of the questions that have been posed, such as the tracking numbers for supposed policy mailings, signed contracts, or phone records2-10, HBRWC, does not provide this evidence because they do not exist 2-10, HBRWC, still does not provide the documentation proving they've mailed my policy or what it entailed at the time of purchaseThere was NEVER any documents mailed to me, the consumerThese are fabrications and blatant falsehoods by HBRWC 2-10, HBRWC, still does not provide records of the phone conversations they've had with me or the co-owner of this policy, [redacted] throughout this year [redacted] and I would be happy to contact our phone company to provide our phone records of contacting 2-for the past year as well Where are these records that HBRWC should have in their database? Where is the signed policy/contract that shows our names and address? None of these have been provided by 2-10, HBRWCThe only item provided by HBRWC was an emailed .pdf file on April 22, 2015, after many representatives claimed they couldn't provide email or fax documentationThe .pdf file is not even the policy, it is only an overview/FAQ of topics of a home warranty agreementThe .pdf file is a generic overview of what the company supposedly coversIs there only one type of home warranty policy? If there are many types of home warranty agreements, how do we know this is our type of agreement? The .pdf file is not dated and does not have our names or address, purchase date or purchase priceApril 22, 2015, was the first date we received any type of overview of a home warranty after much contact and pleading with the companyWhat we do have is documentation that 2-10, HBRWC, charged us $ The bottom line is that 2-10, HBRWC, has provided no evidence of any written policy agreement that is specifically designed and designated to our home address, the consumers'2-would not cover home repairs or provide us with written copies of our agreement and continued to give the runaround, and thus we cancelled the supposed policyWe do not feel as if we should be accountable for $since 2-10, HBRWC, was not providing proper service of any kind They only assurance that HBRWC, 2-10, provides is a repetitive statement saying, "Per our previous response, we will not be offering Mr [redacted] a full reimbursement at this time." What kind of warranty is this? As far as I'm concerned, it seems HBRWC, 2-10, has committed bait and switch against us, the consumers If HBRWC doesn't follow through and make this judgment toward the consumer, I will be forced to use this complaint for further recourse against HBRWC through the Consumer Protection Division of [redacted] (http://www[redacted] /), the Attorney General offices of [redacted] http://www[redacted] l.gov, http://www[redacted] , and the Attorney General offices of [redacted] https://www[redacted] I will also contact [redacted] in [redacted] ***, MO, consumer protections division, who specializes in home warranty scams (http://www[redacted] s- [redacted] ) Final Business Response / [redacted] (4000, 21, 2015/09/23) */ The Office of the President at Home Buyers Resale Warranty Corporation is in receipt of the rebuttal submitted by Mr [redacted] We would refer Mr [redacted] to our previous responses in which we answered his questions regarding coverage, the receipt of his Service Agreement, and why he will not receive a full refund Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation

Complaint: [redacted] I am rejecting this response because: I will be submitting the invoice from the emergency plumbing as requestedI cannot say I will accept this response until I see if they take any action whatsoever on my request for reimbursement, since it was previously denied by phoneRegarding the appliance repair, I was told by the repairman that the seal needed to be replacedThis is apparently either not mentioned on their report to the warranty company or ignoredI am not sure how you can say that a cracked door and a improper seal is definitely due to damage on my part and is not part of general wear and tearI was told over the phone that it was unequivocally determined that I somehow "smashed" the refrigerator door and damaged it myselfIt also continues to disappoint me that I was never informed of the warranty company's denial on the claimOnline when I checked the status, it was marked "repair complete." I have no desire to pay another $and lose hours of my work wages waiting on another appliance company when it doesn't seem 2-interprets the repair company's' finding in their best interest instead of the consumer'sBoth the plumbing company and the appliance company that are apparently exclusively used by the warranty company are rated less than starts on every online customer rating siteI am not sure how 2-thinks they will provide adequate service with inadequate contractors Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have waited over two months to this repair completed, the new plumber showed up and we will have to pay almost $out if picked, this is not acceptable considering the emotional pain this has causes my husband and II think warranty should pay all cost of the entire repairThe previous plumber would have completed the job for the price set Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the inquiry submitted under Case XXXXXXXX by [redacted] Thank you for the opportunity to review and respond We sincerely apologize for the delay that Ms [redacted] experiencedHBRWC strives to provide fast, reliable service and anything less is unacceptableWe acknowledge that the independent service contractor did not provide HBRWC with the necessary information to order equipment and complete repairs in a timely manner, and that this was preventableWe will have this matter reviewed further internally to prevent such situations occurring in the future Our records indicate that repairs were completed by the service contractor on September 14, and that Ms [redacted] verified with HBRWC two days later that the system was operationalWe appreciate Ms [redacted] 's patience with this matter, and we look forward to serving her future warranty needs Sincerely, [redacted] 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]

The Office of the [redacted] at Home Buyers Warranty Corporation VI (“***”) is in receipt of the inquiry submitted by [redacted] ***. We have located Ms. [redacted] Limited Home Service Agreement (“Agreement”) and applicable claim. Thank you for the opportunity to review and respond. On... December 29, 2015 the independent service contractor [redacted] stated that the microwave was not repairable. Ms. [redacted] existing microwave was a built-in unit that was 2.0 cubic feet, stainless steel in color, and had sensor cooking abilities. [redacted] offered Ms. [redacted] the option of a replacement unit, a GE model [redacted] , or $233 which was ***’s cost to purchase and install that unit. This offer was made pursuant to section B-1 of her Agreement which states, “Replacement is based on “like-kind”. For appliances and plumbing fixtures, this means we will replace, when replacement is authorized, with equal or better quality equipment, except where noted in eligible equipment.” The $233 offered was based on section D-2b of the Agreement: “We may also offer you the option of accepting cash in lieu of repair or replacement services in an amount based on what we would ordinarily expect to pay for parts and labor for covered items, an amount that is usually less than retail cost or your actual cost. We are not obliged to extend such an offer in any particular instance, and you are under no obligation to accept such an offer, which may be in the event one has been extended. Such offers are typically made subject to restrictions.” In her complaint, Ms. [redacted] notes that in the Appliance trade section of her Agreement, it references a $400 claim limitation per appliance. This is the maximum amount that [redacted] would pay for an appliance per contract year. This does not mean that she is to receive a total of $400 for each claim placed. We acknowledge Ms. [redacted] statement that the microwave we were offering would not fit with the existing trim kit. However, section E-2 of her Agreement does state that we are not responsible for matching brand. We would also note that even if Ms. [redacted] elected to purchase a [redacted] brand microwave, this is no guarantee that it would fit with the existing trim kit. Furthermore, the trim kit utilized with a built-in microwave is not eligible for coverage. The trim kit is not a part of the microwave itself. Rather, it is a cosmetic piece. Section E-7 does state, “We are not responsible for the repair of any cosmetic defects, smells, noises or for the cost of cleaning any parts or equipment.” We apologize that we are not able to be of further assistance with this matter. Our records indicate that on December 30, 2015 Ms. [redacted] did accept the $233 that was offered. This check was processed and mailed the following day. While we have verified the dollar amount offered is correct, we none-the-less would like thank Ms. [redacted] for bringing her concerns to our attention so we may evaluate this matter further. Sincerely, [redacted] Office of the [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 claimThank you for the opportunity to review and respond Our records indicate on June 12, 2017, [redacted] reported his ac is not workingThe independent contractor, [redacted] replaced the capacitor [redacted] called back and still having issuesThe independent contractor, [redacted] was dispatched and reported the system is running high head pressure, low on freon, condenser fins smashed in several spots causing the system to run high head pressure (not wear and tear)Does not know how the fins were smashedThe claim was reviewed with [redacted] , and there was enough evidence to determine the system was damaged by a physical outside force and was not due to wear and tearPer the Agreement under the Terms & Conditions; “We provide service for covered systems and/or appliances: which do not operate correctly due to wear and tear;” In addition, B-“There is no coverage for any loss or damage that is caused or made worse by any of the following causes (whether acting alone or in sequence or concurrence with any other cause or causes): misuse or abuse,”The claim was not denied because the Agreement had expiredA representative contacted [redacted] and explained why the ac is not eligible for coverage We do apologize that we could not be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement Sincerely, Office of the President Home Buyers Resale Warranty Corporation

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 meWe will accept the Buyout Offer of $611.00.Additionally, I will contact 2-Home Buyers Warranty via phone, as requested, today, April 17, 2018, and inform then of our decision.Thank you again for your assistance in this matter Sincerely, William [redacted]

The Office of the President at Home Buyers Resale Warranty Corporation (“2-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 claimThank you for the opportunity to review and respond We do respectfully disagree with Mr [redacted] We will not downsize a heat pump system an entire ton, even if it does cost 2-HBW more, as the Agreement requires we replace equipment with similar featuresThis is described in the Agreement’s Terms & Conditions, B-2; “When replacing a system, we are responsible for installing replacement equipment and parts of similar features related to primary function, capacity and efficiency”We will not downsize as this opens 2-HBW up for potentially replacing the system again if a homeowner is not happy with the smaller unitBy staying with the similar size, 2-HBW has fulfilled their obligations as specified in the Terms and Conditions of the AgreementMr [redacted] was given the option of taking a cash buyout since he we will not downsize to a tonMr [redacted] has accepted the buyout We do apologize for any frustration or inconvenience that Mr [redacted] may have experienced during the claims handling process Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation ("2-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, and has taken a cash buyout in lieu of the repairs for his heat pump systemIt will take approximately to business days to receive the checkOur notes do not indicate he has contacted 2-HBW concerning his vent hood Sincerely, Office of the President Home Buyers Resale Warranty Corporation

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mrs***' inquiryThank you for the opportunity to review and respond HBRWC sincerely apologizes for the inconvenience and delay Mrs*** experiencedWe strive to provide fast and reliable service to all our customers and anything less is unacceptableThis matter is being investigated internally Our records indicate that that there were delays in locating a service contractor as Mrs [redacted] describedHowever, HBRWC also shows that this service request has been brought to resolutionOn September 1, we asked Mrs [redacted] to locate her own service contractor as she requested in her complaintThat service contractor, Ashman Appliance, reported a failure to the control board of her refrigerator on September 2, Cost to replace was $and HBRWC has already processed reimbursement to Mrs [redacted] for this amountWe again apologize to Mrs [redacted] for the trouble she experienced We respectfully request the Revdex.com close this case as the service request has been resolved and the refrigerator has been repairedWe thank Mrs [redacted] for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response but want to alert Mr [redacted] to one error in his representation of the facts He states: "...we asked Mrs [redacted] to locate her own service contractor as she requested in her complaint." This is incorrectIn fact, I had requested on several phone calls to use a service contractor from outside the networkOn every occasion, I was dissuaded from doing so, including a statement that I would not be reimbursed for any of the costs associated with the service callIt was not until I my case was "escalated" - coincidently around the same time that I filed my compliant with the Revdex.com and Consumer Affairs - that my request to use an outside service contractor at no additional cost was grantedThere are some gaps in the customer service training to bring their script inline with both the terms and conditions of the warranty and with Mr [redacted] statement that "We strive to provide fast and reliable service to all our customers..." It took [redacted] all of minutes to diagnose the issue and less than minutes to complete the repair after I received the authorizationIt took two attempts for me to get the invoice information to the right person who could process and mail the reimbursementIt would have been a nice gesture for Home Buyers Resale Warranty Corporation to send the check through priority mail, but noOnce again, I was asked to just be patient This matter is resolved and I hope that the rest of my appliances continue to work properly through the end of my warranty

The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received the additional response submitted by [redacted] * Thank you for the opportunity to review and respond.A phone call was placed to Independent contractor, RCI to see if the sprayer was installed as noted in the claim notesThe office personnel contacted the technician and found that [redacted] *was correct and the part was not installed due to Delta had sent the incorrect partThey believed the part was no longer availableRCI 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 completedAll of the contractors that are utilized by HBRWC are independently owned and operatedWe have no right of control over their actionsWe 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 lineShe accepted a buyout for the faucet that was priced out by RCIRCI and [redacted] *have agreed once she gets the faucet in the mail, RCI will do the install [redacted] *is satisfied with this resolutionAgain we apologize for any frustration or inconvenience that [redacted] *experienced due to the delay that occurredWe do take these matters seriouslyWe look forward to serving her future warranty needs.Sincerely,Office of the PresidentHome Buyers Resale Warranty Corporation Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") has received Mrs***'s inquiryThank you for the opportunity to review and respond HBRWC sincerely apologizes for the delay and inconvenience that Mrs*** experiencedWe strive to provide fast and professional service to all our customers and anything less is unacceptableThis matter is being investigated internally HBRWC does show several delays in the claim as Mrs [redacted] advised however the issue was also resolved the day this complaint was fileOn August 28, the manager Mrs [redacted] spoke with did call her back and advised we would offer her a replacement unitMrs [redacted] chose to take the cash in lieu of replacement in the amount of $We apologize for the delay that occurred, and do acknowledge that it was three hours before Mrs [redacted] received a return call from a manager with a replacement offerSince Mrs [redacted] had a high-end unit, it did take time to research and compare what the most comparable offer would be We respectfully request that the Revdex.com close this as the matter has already been resolvedWe thank Mrs [redacted] for bringing these matters to our attention as we do take them very seriouslyWe look forward to servicing her future warranty needs Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by an employee of 2-that I would be reimbursed the $service fee based on the issues I had during this experienceThat was a hollow promise to try to "appease" meI put in my initial complaint that in order to consider this resolved, I expected to receive a reimbursement of that moneyUntil that is done, I will not consider this complaint closed Additionally, I do feel this company owes me something more for the trouble I had and the food that had to be disposed of as well as meals dining out because they couldn't get their act together and resolve an issue before it languished too longNo one should have to deal without a functioning refrigerator/freezer for over a month in this day and ageA company that wants to keep business coming to them would have bent over backwards to resolve thisIt should not take me screaming and putting in a complaint to get resolution Final Business Response / [redacted] (4000, 13, 2015/10/21) */ The Office of the President at Home Buyers Resale Warranty Corporation ("HBRWC") is in receipt of the rebuttal submitted by Ms***As a gesture of goodwill we will reimburse her the $service fee per her requestShe may expect to receive this via check sent through regular mail services within the next 7-business daysAs we are agreeing to Ms***'s request, we respectfully request this matter be considered closed Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Final Consumer Response / [redacted] (2000, 15, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ The Office of the President at 2-10 Home Buyers Warranty of Virginia, Inc. ("HBWVA") is in receipt of the rebuttal submitted under case XXXXXXXX by [redacted] . We have located Mr. [redacted] 's Limited Home Service Agreement ("Agreement") and... applicable claim. Thank you for the opportunity to review and response. We apologize for any frustration or inconvenience that Mr. [redacted] may have experienced during the claims handling process. HBWVA did not have any contractors in the immediate area available to service Mr. [redacted] 's refrigerator claim, and regret that finding a contractor did require research to locate a contractor outside our network of service vendors. It is the policy of HBWVA to notify customers during such occurrences. We have verified that did not occur and will have this addressed internally to prevent future error. If Mr. [redacted] wishes to cancel with our company, he must send an email to [redacted] @2-10.com confirming this request in writing. Any refund provided will be pursuant to section F which states, "If this Agreement is canceled a pro rata refund of the purchase price of this Agreement for the unexpired term will be refunded to the party purchasing the Agreement." We would like to thank Mr. [redacted] for bringing his concerns to our attention so we may evaluate this matter further. We apologize again for any inconvenience that may have occurred. Sincerely, [redacted] Office of the President 2-10 Home Buyers Warranty of Virginia, Inc. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (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 rebuttal submitted by Mrs [redacted] Thank you for the opportunity to review further Mrs [redacted] original complaint was concerning her gas package unit that was replaced on September 24, and she is questioning the contractor’s installationMrs [redacted] has a/c systemsThe same contractor who installed the gas package unit found the evaporator coil leaking on her second systemThe contractor replaced the evaporator coil on October 20, The supervisor who is actively working with Mrs [redacted] is stating she has received pictures from Mrs [redacted] showing water property damageAll of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCThis is a Limited Service Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns onlyThe Agreement does not provide for consequential damage per the Terms & Conditions of the Agreement; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage”If the contractor did cause the property damage, this would be the contractor’s responsibilityEven though the contractor is responsible for their workmanship, the supervisor is working with the contractor and Mrs [redacted] to address her water damage claim Sincerely, Office of the PresidentHome Buyers Resale Warranty Corporation

The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case [redacted] by [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

The Office of the President at Home Buyers Resale Warranty Corporation (“2-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 claimThank you for the opportunity to review and respond Our records indicate on February 2, 2018, Mr [redacted] reported his washer is shooting water out of the top and not drainingThe independent contractor, [redacted] was dispatched to evaluate the washer furtherThen [redacted] was being non responsive to both Mr [redacted] and 2-HBWIt was not until February 18, when a representative was able to get a hold of [redacted] The office personal said they were closed but will contact Mr [redacted] the first thing in the morningMr [redacted] called in the next day advising he is still waiting for the contractor to get the part to do the repair and now would like to know the buyout amountIt was explained that we do not have their diagnostics yet in order to determine the buyout2-HBW was looking for another contractor to service when finally [redacted] was contacted with their diagnostics [redacted] reported; found the door boot is leaking and the drain pump is burnt outThe door boot is on a week back order with their supplierMr [redacted] was offered the repair buyout which he rejectedThe parts information was sent to our parts research team to see if we could locate the parts soonerThe parts were found to be in stock and the parts were ordered with an ETA of 2/24/Due to the delay, Mr [redacted] ’s service fee was reimbursed [redacted] has reported online, the repairs are completedA representative has left a voice message with Mr [redacted] to confirm the washer is repaired 2-HBW apologizes to Mr [redacted] on behalf of the independent contractor assisting with the service of the washerA stern criteria of the independent contractors we utilize is to provide our customers fast, reliable, professional serviceThere are instances where an independent contractor will be non-responsive or will delay getting back to us or will drop a claimIssues like this are out of our controlThis is located in the Agreement under the Terms & Conditions B-10; “We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts, equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.” This means 2-HBW is not responsible for an independent contractors actionsHowever, we will do everything possible to expedite the repair [redacted] has been reported to our contractor relationsMr [redacted] ’s concerns assists our contractor relations department as to the contractors that do not live up to our expectations Sincerely, Office of the President Home Buyers Resale Warranty Corporation

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Address: 13900 E Harvard Ave, Aurora, Colorado, United States, 80014-2324

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