The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the complaint submitted under case number [redacted] by [redacted] We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respond Per our system information, [redacted] Service Agreement, number [redacted] , was active beginning on August 1, This is filed under the property address of [redacted] When we researched [redacted] complaint, there was no issue in locating his Agreement and everything shows as correct in our system As such, we regret we cannot advise to [redacted] what problems, if any, may have existed previously WE also regret that we are not able to offer coverage for [redacted] air conditioning system replacement HBRWC reviewed the invoice for repairs This invoice did not indicate what the failure was to the old system, what type of equipment he had previously, or why replacement was required For this reason we cannot determine coverage The claim was denied pursuant to section C-of [redacted] Agreement when it states, “We will not pay for any services performed without our prior authorization.” We apologize that we cannot be of further assistance We do appreciate [redacted] ***nging his concerns to our attention so we may review further Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here
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 24, the independent contractor, [redacted] (“ [redacted] ”) reported “online” they did a leak check and found the service valve cores on the condensing unit were leaking [redacted] replaced the service valve cores and charged the system On October 1, 2015, [redacted] reported the unit is leaking from the drain pan and the ceiling was wet [redacted] was dispatched to the propertyOn October 2, 2015, [redacted] called and advised the representative that he believed the system was never fixed properly the first time [redacted] was outThe representative advised [redacted] that we still need the contractor’s diagnosticsHe also pointed out that sheet rock is not eligible for coverage as it is consequential property damagePer the Agreement under the Terms & Conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage [redacted] reported “online” The technician did another leak check and there were still issues with the service valve coresThe technician replaced them and added 4lbs of refrigerantThe secondary drain pan also requires a float switch [redacted] ’s Agreement had expired on July 22, 2016; months ago [redacted] had not touched the system since October 2, 2015; over a year and half agoPer the Agreement on page 3; “When is my Home Warranty Service Agreement active? Coverage begins at the close of sale and continues for one year from that date, and is renewable annually at our option.” The Agreement is renewable but [redacted] decided not to renew the AgreementAdditional failures certainly can occur within the window of time the Agreement had expired To be clear, all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCWe have no reason to doubt [redacted] ’s workmanshipIf [redacted] feels [redacted] incorrectly repaired his system, his dispute is with [redacted] and not HBRWCThis is one of the reasons we make sure all of the independent service contractors are licensed and insured We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement [redacted] has not had coverage with HBRWC since July 22, We respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: I completely realize 2-is a warranty company, but since I pay them, I believe that they are responsible for following up on the status of the replacementAs an example, it is 9/15, the end of the revised delivery window, and still no refrigeratorIf I don't call them back again, I would never receive a call from themThis matter will not be resolved until a new appliance equal to the one that broke, which the second one offered was not, is installed and working in my homeHome warranty companies I have had in the past step up to serving their customers, 2-has notTheir job is to arrange repair or replacement, and at this point, they have notAlmost three months later 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 Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on September 9, 2016, Mrs [redacted] reported her ac is not blowing out the ventsIndependent contractor [redacted] ’s [redacted] was dispatched and found the blower motor in the furnace seized (which also blows air for the air conditioner) and there is a crack in the heat exchangerThe technician red tagged the furnaceSince both the blower motor had seized and the heat exchanger cracked, it was decided to replace the furnace [redacted] ’s cost to install the furnace was extreme and did not want to HBRWC to supply the furnaceIt was decided to send another independent contractor [redacted] was dispatchedFound the same failuresThey were authorized to replace the furnace with a LennoxThere was a freight delay of the furnaceMrs [redacted] has a scheduled appointment for install with [redacted] A represented of this department is keeping track of this claim until the furnace is installed HBRWC apologizes to Mrs [redacted] for the experience she has had concerning the delay to her claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our service 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 claimThank you for the opportunity to review and respond Our records indicate on February 15, 2017, It was reported online numerous lighting/electrical issues throughout the homeThe dispatch department was not able to locate any network contractorsWe do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular tradeWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-"If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." [redacted] declined and wanted HBRWC to continue searchingOn June 22, 2017, the independent contractor, [redacted] accepted the dispatched and has a scheduled appointment for June 30, We do apologize for any frustration or inconvenience that [redacted] may have experienced due to limited network electricians in her area We strive to provide fast, friendly and reliable service to all our customers Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response due to the fact that 2-HBW twice tried to send out a contractor that could not be at my house for four days while I had no access to plumpingI had to resort to finding my own contractor because of 2-10's inability to do so As someone who is pursuing a career in the real estate industry, rest assured that I will share this story with every customer, real estate agent, lender, and home inspector that I meet I will refer them to the plus pages of Revdex.com negative reviews and share with them my personal story of how 2-threw a paying customer under the bus in a time of need Your company takes advantage of consumers and consumers have the right to know that Sincerely, [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 Our records indicate when the representative received the diagnostics on the microwave and determined it was not eligible for coverage, he placed a call to the [redacted] residence and left a voice messageThe representative did not know the number he called was incorrect (the area code was transposed)Mr [redacted] ’s Agreement has been updated to show the correct phone numberA representative of this department reviewed Mr [redacted] ’s AgreementIt was concluded that the Agreement is ambiguous when it comes to microwave door handles so we erred on the side of coverageThe door handle is availableThe representative contacted the contractorThe contractor advised that just the door handle cannot be replaced, it must be the entire door assemblyThe door assembly is no longer availableThe representative contacted Mr [redacted] and offered a comparable microwave or the equivalent replacement buyoutMr [redacted] chose the replacement buyoutMr [redacted] understands that there is nothing further we can do with the dishwasher claim We do apologize to Mr [redacted] for any negative experience he had concerning his customer serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis feedback allows our company to serve our customers betterWe will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service 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] ’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 7, 2016, [redacted] reported his air conditioner is not blowing cold airDue to the urgency, He used his own out of network contractor and the out of network guidelines were explained to him by our customer service departmentThe Agreement makes it quite clear that an out of network contractor must call in prior to any work being doneThis is located in the Agreement under the Terms & Conditions; A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor”A Representative called [redacted] and he explained we were closed when his contractor tried calling prior to work being performedHe had no choice but have them complete the repairs due to his conditionIt does explain we are openUnder page of the Agreement on How do I request Service “Contact us at 2-10.com or [redacted] , hours a day, days a week”We are understanding of the Stokes situation and we have come to a satisfactory settlement HBRWC would like to apologize for any 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution still not fixedCurrently I am awaiting the parts for the unit to come in so that the contractor can attempt to fix the issueMy concern is how many contractors will it take to fix this issueThis is the 3rd contractor to come and send information about my u it to 2-I am worried if this fix does not work, that we are going to get again send a different contractor out to assessAt some point a descision needs to be made n replace the unit in my opinionThis is contractor number currently Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Although statement basically trueThe unit was years old and should have been replaced with no expense to the home ownersThis was explained to them by [redacted] and as long ago back as years agoMy mother is years old with advanced and chronic ***I had no choice but to pay out of pocket because the heat in the house is adversely affecting her healthWas lied to numerous times by and was basically forced into this option to have a proper Air Conditioning in our homeWhen air Conditioning is actually installed and functioning properlyI will at that point make final decision on satisfaction
Essentially 2-doesn't want to try and resolve the issue and has put the onus on me to resolve the issue If I find a contractor that can rectify the problem but 2-doesn't want to pay for the service, I'm stuck Essentially, I have to continue to contact contractors until they find one acceptable This is a lot of time and lost wages from taking off of work to potentially never receive the warranty that I've paid for They could contact contractors out of their network just as I will have to do to find someone to correct the problem, but I guess that's just too much work Not a good way to keep a long term customer Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11427069, and find that this resolution is satisfactory to me, pending the receipt of the agreed upon amountThe amount agreed upon by both parties is approximately one-half of the expense incurred by me which I consider a fair settlement, considering all circumstances 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 claimThank you for the opportunity to review and respond Our records indicate on May 5, 2017, [redacted] reported the salt cell is not reading any salt and no pressure on the filter gaugeOn May 15, 2017, was still not able to locate a network contractorWe do regret that on occasion, HBRWC will not have a network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractor while we continue searchingThis is described in the Agreement under the Terms & Conditions, A-"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." The dispatch department was able to locate a contractor outside of our network, [redacted] to serviceOn June 7, 2017, [redacted] reported the salt cell has failed and not producing chlorineThe salt cell needs to be replacedHis cost for the cell is $+ $labor + $service fee [redacted] was authorized $to replace the cellPer the Agreement on page 6; “POOL/SPA EQUIPMENT SALTWATER: DOLLAR LIMITS PER SERVICE AGREEMENT: Cost to diagnose, repair and/or replace - $1000.” This means there is only $remaining on the maximum for the pool coverage On July 4, 2017, [redacted] called in advising after [redacted] came out to his house and did the install of the cell, a new leak appeared [redacted] believes it may have been caused by [redacted] ***’s installThe representative set up a possible recall to have [redacted] come out and look at the leakOn July 11, 2017, [redacted] reported the filter valve is leaking water badly due to age and wear and tearIt is not repairable and needs to be replaced [redacted] ***’s cost to replace the valve is $HBRWC authorized [redacted] the remaining $maximum [redacted] ’s out of pocket cost would be $payable to [redacted] as this is the amount that has exceeded the $limit [redacted] is an independent contractor and not an employee of HBRWCWe have no control over their pricingIf [redacted] feels that the independent contractor, [redacted] cracked the valve while installing the cell, his dispute is with them and not HBRWCWe regret that HBRWC will not be offering any further compensation as the claim maximum has been reachedHBRWC 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
Complaint: [redacted] I am rejecting this response because: Of the so called buy outAfter the company agreed to send a check to assist with the purchase of a new washer in the amount of $dollars, they did not go through with what was promisedI canceled the policyIt was written up as if they sent me money for a washer and then deducted it from the remaining balance from a full years paymentAll I received was my money back from the policy, not the washerThis company is showing a pattern of bad business practices! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I made mention of cancellation and was asked not toObviously, the views of the president and the actions plus views of the workers are not the sameToo much conflicting informationI recorded two of these conversations with the reps with dates, names, and timesPolicies that were promised are not being practicedPlease have 2-feel free to review their recordings if they have anyI would rather see this company with a bad rating than to see them do other families the same as they have done meI've already encouraged as many as possible that have this company to search elsewhere for coverage with other companies...ei ***, ***, ect Sincerely, [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 Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate that Ms [redacted] did advise 2-HBW, that the independent contractor was a no show, Ms [redacted] then requested a cash buyoutThe representative incorrectly processed the payment as a cash payout which is different from a cash buyoutOn a cash payout, 2-HBW waits for an invoice from the customer for reimbursementWe acknowledge this caused the check to be delayedWe have sent this to our coaching and development team, so the customer service representatives can learn from his mistakeMs [redacted] was refunded her service fee and it has been confirmed the buyout check was processed on February We do apologize for the independent contractor that was assisting with Ms [redacted] ’s serviceThe contractor has been sent to our contractor relations department to address this matterWe thank Ms [redacted] for her concerns as this assists our contractor relations department as to the contractors that do not live up to our expectationsWe 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”) that went into effect June 23, and applicable washer claim Thank you for the opportunity to review and respond Our records indicate on June 29, 2016, [redacted] reported the washer does not agitate and smokes when it runsIndependent service contractor, [redacted] Enterprises was dispatched to the home and found the washer motor burnt out, timer burnt out and wiring to both meltedHe found that the parts were no longer available As [redacted] stated, the optional washer and dryer coverage was not purchased and the claim was denied due to thisThe coverage was then added but was added after the claim was made which would make it a pre-existing conditionUnder the Terms & Conditions “are in place and in good and safe working order at the beginning of the service period.” We are understanding of [redacted] ’s situation and have agreed that due to the misunderstanding at closingAs a gesture and not an admission of liability, HBWRC has offered [redacted] a replacement washer or replacement buyoutA representative of this department has called her and left a voice message as well as a follow up email with the offerWe value her business and look forward to hearing from her soon HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service departmentThis is air conditioning season and with the heat wave throughout the United States, this has created higher wait times in the call center Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: Does not have the facts right, but does not surprise me I have wasted to much of my time with this "company", the more I communicate with them, the more more they sound like scammersYou know that "you get for what you pay..."I realized that home warranty are not worth the cost and/or peace of mind " [redacted] filed against [redacted] in [redacted] ***., illustrates why The state’s complaint says that far too often, warranty claims are denied because the company says the problem was pre-existingOr, the claim is denied because the consumer can’t prove that a broken item was properly maintained." Retrieved from [redacted] Sounds familiar? Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by independent contractor [redacted] of Magnolia Roofing & Exteriors IncWe have located the Limited Home service Agreement (“Agreement”) [redacted] *** is referring toThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced due to her billing issuesOur records indicate on October 27, 2015, [redacted] reported his upstairs hallway ceiling leaking [redacted] Agreement does not have roof coverageIt was explained to [redacted] that since we do not know if it is a roofing issue or a plumbing issue, HBRWC will dispatch a plumberIf it is determined that it is a roofing issue, this would not be eligible for coverage [redacted] agreedIndependent contactor, A Perfect Plumbing was dispatched and reported this was a roofing issueIndependent service contractor, Magnolia Roofing was dispatched and did the roofing repairs [redacted] has not responded to payment to Magnolia RoofingAs a matter of compromise, and not an admission of liability, HBRWC has paid the requested invoiced amount to Magnolia RoofingHBRWC values each business relationship we have with the independent contractors and appreciate all they do for usSincerely, 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 claimThank you for the opportunity to review and respond Our records indicate for Mr***’s air conditionerThere was one air conditioner claim set up on July 31, 2016, independent contractor, [redacted] was sent the dispatch and online reported they had an appointment with Mr [redacted] on August 3, Mr [redacted] decided not to wait and had the ac fixed outside of the AgreementWe do apologize to Mr [redacted] for his experienceWhen there is a heat wave in an area, the independent service contractors experience an unusually high volume of dispatches and are not always able to provide same-day or next-day service On July 5, 2016, Mr [redacted] reported there is water leaking under the kitchen sinkIndependent service contractor, [redacted] was dispatched to the homeMr [redacted] called in on August 23, and explained [redacted] had to order the parts to make the repairThe representative called [redacted] and received the receptionist who assured us, the technician would call back with the diagnosticsOn August 29, 2016, [redacted] called in and reported the issue is with the reverse osmosis water filtration system underneath the kitchen sink that is leakingIt was explained to Mr [redacted] that the Agreement does not cover reverse osmosis systemsThey are not listed anywhere in the AgreementIf Mr [redacted] would please refer to the Terms & Conditions; “We provide service for covered systems and/or appliances that: are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service;” At this time, we are not sure why the contractor took so long to contact HBRWC with the diagnostics [redacted] has been sent to our contractor relations department to investigate and addressUnfortunately we are not able to find coverage for a reverse osmosis systemThis is an item that HBRWC has never coveredDue to Mr***’s dissatisfaction, his service fee has been reimbursedIt will take approximately business days to receive the check 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 President Home Buyers Resale Warranty Corporation
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the complaint submitted under case number [redacted] by [redacted] We have located the customer’s Limited Home Service Agreement (“Agreement”) and applicable claim Thank you for the opportunity to review and respond Per our system information, [redacted] Service Agreement, number [redacted] , was active beginning on August 1, This is filed under the property address of [redacted] When we researched [redacted] complaint, there was no issue in locating his Agreement and everything shows as correct in our system As such, we regret we cannot advise to [redacted] what problems, if any, may have existed previously WE also regret that we are not able to offer coverage for [redacted] air conditioning system replacement HBRWC reviewed the invoice for repairs This invoice did not indicate what the failure was to the old system, what type of equipment he had previously, or why replacement was required For this reason we cannot determine coverage The claim was denied pursuant to section C-of [redacted] Agreement when it states, “We will not pay for any services performed without our prior authorization.” We apologize that we cannot be of further assistance We do appreciate [redacted] ***nging his concerns to our attention so we may review further Sincerely, [redacted] Office of the President Home Buyers Resale Warranty Corporation Tell us why here
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 24, the independent contractor, [redacted] (“ [redacted] ”) reported “online” they did a leak check and found the service valve cores on the condensing unit were leaking [redacted] replaced the service valve cores and charged the system On October 1, 2015, [redacted] reported the unit is leaking from the drain pan and the ceiling was wet [redacted] was dispatched to the propertyOn October 2, 2015, [redacted] called and advised the representative that he believed the system was never fixed properly the first time [redacted] was outThe representative advised [redacted] that we still need the contractor’s diagnosticsHe also pointed out that sheet rock is not eligible for coverage as it is consequential property damagePer the Agreement under the Terms & Conditions; B-“We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage [redacted] reported “online” The technician did another leak check and there were still issues with the service valve coresThe technician replaced them and added 4lbs of refrigerantThe secondary drain pan also requires a float switch [redacted] ’s Agreement had expired on July 22, 2016; months ago [redacted] had not touched the system since October 2, 2015; over a year and half agoPer the Agreement on page 3; “When is my Home Warranty Service Agreement active? Coverage begins at the close of sale and continues for one year from that date, and is renewable annually at our option.” The Agreement is renewable but [redacted] decided not to renew the AgreementAdditional failures certainly can occur within the window of time the Agreement had expired To be clear, all of the contractors that are utilized by HBRWC are independently owned and operatedThey are all licensed and insured and not employees of HBRWCWe have no reason to doubt [redacted] ’s workmanshipIf [redacted] feels [redacted] incorrectly repaired his system, his dispute is with [redacted] and not HBRWCThis is one of the reasons we make sure all of the independent service contractors are licensed and insured We regret that we cannot be of further assistance in this regardHBRWC has fulfilled their obligations as specified in the terms and conditions of the Service Agreement [redacted] has not had coverage with HBRWC since July 22, We respectfully request the Revdex.com to consider this matter closed Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: I completely realize 2-is a warranty company, but since I pay them, I believe that they are responsible for following up on the status of the replacementAs an example, it is 9/15, the end of the revised delivery window, and still no refrigeratorIf I don't call them back again, I would never receive a call from themThis matter will not be resolved until a new appliance equal to the one that broke, which the second one offered was not, is installed and working in my homeHome warranty companies I have had in the past step up to serving their customers, 2-has notTheir job is to arrange repair or replacement, and at this point, they have notAlmost three months later 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 Mrs [redacted] We have located Mrs [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on September 9, 2016, Mrs [redacted] reported her ac is not blowing out the ventsIndependent contractor [redacted] ’s [redacted] was dispatched and found the blower motor in the furnace seized (which also blows air for the air conditioner) and there is a crack in the heat exchangerThe technician red tagged the furnaceSince both the blower motor had seized and the heat exchanger cracked, it was decided to replace the furnace [redacted] ’s cost to install the furnace was extreme and did not want to HBRWC to supply the furnaceIt was decided to send another independent contractor [redacted] was dispatchedFound the same failuresThey were authorized to replace the furnace with a LennoxThere was a freight delay of the furnaceMrs [redacted] has a scheduled appointment for install with [redacted] A represented of this department is keeping track of this claim until the furnace is installed HBRWC apologizes to Mrs [redacted] for the experience she has had concerning the delay to her claimWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHer concerns enables us to make corrections and continue to improve our service 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 claimThank you for the opportunity to review and respond Our records indicate on February 15, 2017, It was reported online numerous lighting/electrical issues throughout the homeThe dispatch department was not able to locate any network contractorsWe do regret that on occasion, HBRWC will not have an approved network contractor to service an area in a particular tradeWhen this occurs, we do request that the customer locate their own contractorThis is described in the Agreement under the Terms & Conditions, A-"If an authorized service contractor is not available in your area, we will ask that you call your preferred service contractor and request that they evaluate your problem, but they must call us for authorization prior to performing serviceYour service contractor must be licensed and insured." [redacted] declined and wanted HBRWC to continue searchingOn June 22, 2017, the independent contractor, [redacted] accepted the dispatched and has a scheduled appointment for June 30, We do apologize for any frustration or inconvenience that [redacted] may have experienced due to limited network electricians in her area We strive to provide fast, friendly and reliable service to all our customers Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response due to the fact that 2-HBW twice tried to send out a contractor that could not be at my house for four days while I had no access to plumpingI had to resort to finding my own contractor because of 2-10's inability to do so As someone who is pursuing a career in the real estate industry, rest assured that I will share this story with every customer, real estate agent, lender, and home inspector that I meet I will refer them to the plus pages of Revdex.com negative reviews and share with them my personal story of how 2-threw a paying customer under the bus in a time of need Your company takes advantage of consumers and consumers have the right to know that Sincerely, [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 Our records indicate when the representative received the diagnostics on the microwave and determined it was not eligible for coverage, he placed a call to the [redacted] residence and left a voice messageThe representative did not know the number he called was incorrect (the area code was transposed)Mr [redacted] ’s Agreement has been updated to show the correct phone numberA representative of this department reviewed Mr [redacted] ’s AgreementIt was concluded that the Agreement is ambiguous when it comes to microwave door handles so we erred on the side of coverageThe door handle is availableThe representative contacted the contractorThe contractor advised that just the door handle cannot be replaced, it must be the entire door assemblyThe door assembly is no longer availableThe representative contacted Mr [redacted] and offered a comparable microwave or the equivalent replacement buyoutMr [redacted] chose the replacement buyoutMr [redacted] understands that there is nothing further we can do with the dishwasher claim We do apologize to Mr [redacted] for any negative experience he had concerning his customer serviceWe strive to provide fast, friendly and reliable service, leaving a positive experience to all our customersHis feedback allows our company to serve our customers betterWe will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service 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] ’ Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate on July 7, 2016, [redacted] reported his air conditioner is not blowing cold airDue to the urgency, He used his own out of network contractor and the out of network guidelines were explained to him by our customer service departmentThe Agreement makes it quite clear that an out of network contractor must call in prior to any work being doneThis is located in the Agreement under the Terms & Conditions; A-“No claim forms are used, but we must pre-approve service by an authorized, independent service contractor”A Representative called [redacted] and he explained we were closed when his contractor tried calling prior to work being performedHe had no choice but have them complete the repairs due to his conditionIt does explain we are openUnder page of the Agreement on How do I request Service “Contact us at 2-10.com or [redacted] , hours a day, days a week”We are understanding of the Stokes situation and we have come to a satisfactory settlement HBRWC would like to apologize for any 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution still not fixedCurrently I am awaiting the parts for the unit to come in so that the contractor can attempt to fix the issueMy concern is how many contractors will it take to fix this issueThis is the 3rd contractor to come and send information about my u it to 2-I am worried if this fix does not work, that we are going to get again send a different contractor out to assessAt some point a descision needs to be made n replace the unit in my opinionThis is contractor number currently Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Although statement basically trueThe unit was years old and should have been replaced with no expense to the home ownersThis was explained to them by [redacted] and as long ago back as years agoMy mother is years old with advanced and chronic ***I had no choice but to pay out of pocket because the heat in the house is adversely affecting her healthWas lied to numerous times by and was basically forced into this option to have a proper Air Conditioning in our homeWhen air Conditioning is actually installed and functioning properlyI will at that point make final decision on satisfaction
Essentially 2-doesn't want to try and resolve the issue and has put the onus on me to resolve the issue If I find a contractor that can rectify the problem but 2-doesn't want to pay for the service, I'm stuck Essentially, I have to continue to contact contractors until they find one acceptable This is a lot of time and lost wages from taking off of work to potentially never receive the warranty that I've paid for They could contact contractors out of their network just as I will have to do to find someone to correct the problem, but I guess that's just too much work Not a good way to keep a long term customer Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11427069, and find that this resolution is satisfactory to me, pending the receipt of the agreed upon amountThe amount agreed upon by both parties is approximately one-half of the expense incurred by me which I consider a fair settlement, considering all circumstances 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 claimThank you for the opportunity to review and respond Our records indicate on May 5, 2017, [redacted] reported the salt cell is not reading any salt and no pressure on the filter gaugeOn May 15, 2017, was still not able to locate a network contractorWe do regret that on occasion, HBRWC will not have a network contractor to service an area in a particular tradeWe do apologize for this inconvenienceWhen this occurs, we do request that the customer locate their own contractor while we continue searchingThis is described in the Agreement under the Terms & Conditions, A-"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." The dispatch department was able to locate a contractor outside of our network, [redacted] to serviceOn June 7, 2017, [redacted] reported the salt cell has failed and not producing chlorineThe salt cell needs to be replacedHis cost for the cell is $+ $labor + $service fee [redacted] was authorized $to replace the cellPer the Agreement on page 6; “POOL/SPA EQUIPMENT SALTWATER: DOLLAR LIMITS PER SERVICE AGREEMENT: Cost to diagnose, repair and/or replace - $1000.” This means there is only $remaining on the maximum for the pool coverage On July 4, 2017, [redacted] called in advising after [redacted] came out to his house and did the install of the cell, a new leak appeared [redacted] believes it may have been caused by [redacted] ***’s installThe representative set up a possible recall to have [redacted] come out and look at the leakOn July 11, 2017, [redacted] reported the filter valve is leaking water badly due to age and wear and tearIt is not repairable and needs to be replaced [redacted] ***’s cost to replace the valve is $HBRWC authorized [redacted] the remaining $maximum [redacted] ’s out of pocket cost would be $payable to [redacted] as this is the amount that has exceeded the $limit [redacted] is an independent contractor and not an employee of HBRWCWe have no control over their pricingIf [redacted] feels that the independent contractor, [redacted] cracked the valve while installing the cell, his dispute is with them and not HBRWCWe regret that HBRWC will not be offering any further compensation as the claim maximum has been reachedHBRWC 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
Complaint: [redacted] I am rejecting this response because: Of the so called buy outAfter the company agreed to send a check to assist with the purchase of a new washer in the amount of $dollars, they did not go through with what was promisedI canceled the policyIt was written up as if they sent me money for a washer and then deducted it from the remaining balance from a full years paymentAll I received was my money back from the policy, not the washerThis company is showing a pattern of bad business practices! Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I made mention of cancellation and was asked not toObviously, the views of the president and the actions plus views of the workers are not the sameToo much conflicting informationI recorded two of these conversations with the reps with dates, names, and timesPolicies that were promised are not being practicedPlease have 2-feel free to review their recordings if they have anyI would rather see this company with a bad rating than to see them do other families the same as they have done meI've already encouraged as many as possible that have this company to search elsewhere for coverage with other companies...ei ***, ***, ect Sincerely, [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 Ms [redacted] We have located Ms [redacted] ’s Limited Home service Agreement (“Agreement”) and applicable claimThank you for the opportunity to review and respond Our records indicate that Ms [redacted] did advise 2-HBW, that the independent contractor was a no show, Ms [redacted] then requested a cash buyoutThe representative incorrectly processed the payment as a cash payout which is different from a cash buyoutOn a cash payout, 2-HBW waits for an invoice from the customer for reimbursementWe acknowledge this caused the check to be delayedWe have sent this to our coaching and development team, so the customer service representatives can learn from his mistakeMs [redacted] was refunded her service fee and it has been confirmed the buyout check was processed on February We do apologize for the independent contractor that was assisting with Ms [redacted] ’s serviceThe contractor has been sent to our contractor relations department to address this matterWe thank Ms [redacted] for her concerns as this assists our contractor relations department as to the contractors that do not live up to our expectationsWe 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”) that went into effect June 23, and applicable washer claim Thank you for the opportunity to review and respond Our records indicate on June 29, 2016, [redacted] reported the washer does not agitate and smokes when it runsIndependent service contractor, [redacted] Enterprises was dispatched to the home and found the washer motor burnt out, timer burnt out and wiring to both meltedHe found that the parts were no longer available As [redacted] stated, the optional washer and dryer coverage was not purchased and the claim was denied due to thisThe coverage was then added but was added after the claim was made which would make it a pre-existing conditionUnder the Terms & Conditions “are in place and in good and safe working order at the beginning of the service period.” We are understanding of [redacted] ’s situation and have agreed that due to the misunderstanding at closingAs a gesture and not an admission of liability, HBWRC has offered [redacted] a replacement washer or replacement buyoutA representative of this department has called her and left a voice message as well as a follow up email with the offerWe value her business and look forward to hearing from her soon HBRWC apologizes to [redacted] for the experience she has had concerning her hold time with the customer service departmentThis is air conditioning season and with the heat wave throughout the United States, this has created higher wait times in the call center Sincerely, Office of the President Home Buyers Resale Warranty Corporation
Complaint: [redacted] I am rejecting this response because: Does not have the facts right, but does not surprise me I have wasted to much of my time with this "company", the more I communicate with them, the more more they sound like scammersYou know that "you get for what you pay..."I realized that home warranty are not worth the cost and/or peace of mind " [redacted] filed against [redacted] in [redacted] ***., illustrates why The state’s complaint says that far too often, warranty claims are denied because the company says the problem was pre-existingOr, the claim is denied because the consumer can’t prove that a broken item was properly maintained." Retrieved from [redacted] Sounds familiar? Sincerely, [redacted]
The Office of the President at Home Buyers Resale Warranty Corporation (“HBRWC”) is in receipt of the inquiry submitted under case by independent contractor [redacted] of Magnolia Roofing & Exteriors IncWe have located the Limited Home service Agreement (“Agreement”) [redacted] *** is referring toThank you for the opportunity to review and respondWe sincerely apologize for any frustration or inconvenience that [redacted] may have experienced due to her billing issuesOur records indicate on October 27, 2015, [redacted] reported his upstairs hallway ceiling leaking [redacted] Agreement does not have roof coverageIt was explained to [redacted] that since we do not know if it is a roofing issue or a plumbing issue, HBRWC will dispatch a plumberIf it is determined that it is a roofing issue, this would not be eligible for coverage [redacted] agreedIndependent contactor, A Perfect Plumbing was dispatched and reported this was a roofing issueIndependent service contractor, Magnolia Roofing was dispatched and did the roofing repairs [redacted] has not responded to payment to Magnolia RoofingAs a matter of compromise, and not an admission of liability, HBRWC has paid the requested invoiced amount to Magnolia RoofingHBRWC values each business relationship we have with the independent contractors and appreciate all they do for usSincerely, 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 claimThank you for the opportunity to review and respond Our records indicate for Mr***’s air conditionerThere was one air conditioner claim set up on July 31, 2016, independent contractor, [redacted] was sent the dispatch and online reported they had an appointment with Mr [redacted] on August 3, Mr [redacted] decided not to wait and had the ac fixed outside of the AgreementWe do apologize to Mr [redacted] for his experienceWhen there is a heat wave in an area, the independent service contractors experience an unusually high volume of dispatches and are not always able to provide same-day or next-day service On July 5, 2016, Mr [redacted] reported there is water leaking under the kitchen sinkIndependent service contractor, [redacted] was dispatched to the homeMr [redacted] called in on August 23, and explained [redacted] had to order the parts to make the repairThe representative called [redacted] and received the receptionist who assured us, the technician would call back with the diagnosticsOn August 29, 2016, [redacted] called in and reported the issue is with the reverse osmosis water filtration system underneath the kitchen sink that is leakingIt was explained to Mr [redacted] that the Agreement does not cover reverse osmosis systemsThey are not listed anywhere in the AgreementIf Mr [redacted] would please refer to the Terms & Conditions; “We provide service for covered systems and/or appliances that: are specified as “included” in the trade sectionIf a system or item is not specified as “included” then it is not eligible for service;” At this time, we are not sure why the contractor took so long to contact HBRWC with the diagnostics [redacted] has been sent to our contractor relations department to investigate and addressUnfortunately we are not able to find coverage for a reverse osmosis systemThis is an item that HBRWC has never coveredDue to Mr***’s dissatisfaction, his service fee has been reimbursedIt will take approximately business days to receive the check 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 President Home Buyers Resale Warranty Corporation