Important information
- Customer Complaint:
On October 25, 2021, BBB recognized a pattern of complaints from consumers regarding customer service and service issues. Consumers allege when calling the company they are put on extended hold times, ranging from 30 minutes to 2 hours; receive limited communication, i.e. consumers not receiving claim updates as needed or requested and report unreturned phone calls after escalation requests. It is also reported by consumers there is unclear communication about the role 2-10 plays throughout the claims process.
On November 17, 2021, 2-10 Home Buyers Warranty responded to Better Business Bureau concerning the pattern of complaints. 2-10 Home Buyers Warranty is working with BBB to eliminate the underlying pattern of complaints by accomplishing the following:
1. 2-10 Home Buyers Warranty's position regarding the concerns and allegations outlined in the pattern of complaints
“2-10 Home Buyers Warranty (2-10 HBW) is committed to providing world-class products and service to our customers. We process hundreds of thousands of successful claims a year from our valued customers. Unfortunately, we have been affected by global supply chain issues that have impacted both 2-10 HBW and the Home Warranty Service Agreement industry overall. Like many companies, 2-10 HBW is also facing the consequences of a labor shortage, which has negatively impacted our ability to respond with the timeliness our customers are accustomed to.
We acknowledge the BBB’s concerns about a pattern of complaints regarding service and are taking every action we can to fulfill our commitment to our customers. We value our customers’ feedback. It has been a driving force behind the many changes and improvements 2-10 HBW has already made and will continue to make to provide the best experience possible.
Our goal is to do the right thing for our customers. Despite both industry and nationwide challenges, 2-10 HBW is implementing even more robust programs to provide the world-class customer experience our customers deserve.”
2. Steps 2-10 Home Buyers Warranty is taking to address these issues:
“Many of the complaints in the outlined pattern revolve around problems of timeliness and communication. We are always working to improve customer experiences and the claims process. We have already taken the following steps to help our customers understand their claim status and complete their claims timely and effectively.
Reducing hold times and simplifying claims submissions. 2-10 HBW has developed new strategies to reduce hold times and give our clients more power throughout the claims process. This includes providing clearer access to claim-status updates and self-service tools to better serve our clients throughout the claims process. For example, we implemented an Action Center in all of our customers’ online accounts. The Action Center allows customers to (a) file claims online, (b) contact their Service Contractor directly for status updates, (c) request sooner service, (d) submit documentation, and (e) escalate claims when necessary.
Expanding our systems. By investing in our people and systems, 2-10 HBW provides customers more ways to communicate with us, especially online. We foresee that this investment will reduce escalations and provide an improved claims experience.
Clarifying 2-10 HBW’s role in the claims process. 2-10 HBW’s role in the claims process is to determine whether a system or appliance failure is covered under the homeowner’s Service Agreement. We then provide the homeowner with financial relief for Failures to Covered Items. 2-10 HBW pays the same amount for Failures to Covered Items whether a homeowner uses a contractor that 2-10 HBW has a pricing agreement with or a contractor of the homeowner’s choosing (which generally means homeowners will pay more when they choose to use their own contractor). However, 2-10 HBW always tries to use a contractor with whom 2-10 HBW has a pricing agreement to ensure that homeowners benefit the most from their Service Agreements.
Our product descriptions and Service Agreements define the claims process and terms relevant to the process, along with our role in the process. We update such language whenever we see common confusion about the terms.
We’re leveraging our relationships with wholesalers to source systems and appliances, and their Components; our independent Service Contractors to diagnose and address Failures to Covered Items; and our internal leadership teams to provide quality coverage at a palatable price to our prospects and clients.”3. Company’s position regarding the advertised claims:
“2-10 HBW updated all links to the BBB website to the specific pages requested by the BBB. All references to our BBB rating have been removed to avoid any fluctuations that may occur in our rating. The 4.3 out of 5 rating that the BBB inquired about is from another rating website, Avid Ratings, which we also removed to avoid any fluctuations in that rating."On May 23, 2022 BBB recognized an additional pattern of complaints from consumers reporting they are denied an appliance replacement even if the part needed to repair the item is no longer in production.
On May 27, 2022, 2-10 Home Buyers Warranty responded to this new pattern with the following:
"2-10 Home Buyers Warranty prides itself in helping homeowners address breakdowns in the complex systems and appliances that they depend on daily in their home. No doubt these problems can be disruptive to a homeowner and hard to solve. Often, the most efficient and timely solution is to repair the broken system. Repairs, which are more sustainable solutions, can also avoid undue delays associated with the lack of replacement systems and appliances due to continuing supply chain disruptions and shortages many communities are experiencing. We are also seeing these supply chain disruptions, and related decisions by manufactures and suppliers, impact the availability of parts needed for a repair. While we continue to make an exerted effort to source parts from a variety of sources, when a part needed to make a repair is not available, it remains our policy to replace the broken system or appliance (if a replacement unit is available). Of course, in such situations customers may receive (and often prefer) a cash offer in lieu of the repair or the replacement."
Complaints
Customer Complaints Summary
- 803 total complaints in the last 3 years.
- 203 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive been without working A/C for over a month due to 2-10 Home Buyers Warrantys repeated failures.Claim mishandled from the start entered into the wrong system, causing weeks of delay before proper assignment.I was told by sales I had $3,000 coverage on the primary HVAC unit and $1,500 on the **************** team gave conflicting info:First said $3,000 total cap Then said $722 remained Finally agreed (after escalation) that the secondary unit had its own $1,500 coverage I have a recorded video of a 2-10 employee confirming the separate coverage amounts.A compressor was replaced, but the unit failed again within 24 hours.The technician returned, found the system frozen, and refused to continue repairs until Monday.I requested emergency weekend service due to extreme heat and my sons asthma2-10 denied it.Manager **** admitted staff had given me wrong info and said he had coached them internally, yet still refused to help, stating:The contract overrides anything we told youArbitration was my only option Despite 2-10s internal acknowledgment of error, they are refusing to take responsibility.I have supporting evidence:Recorded call stating my full coverage Thermostat screenshots showing cooling failure after repair Emails and call records documenting delay and misinformation My family suffered through unsafe indoor temperatures (81F with 50% humidity), and I had to purchase a portable A/C just to get through the weekend.This is not just poor serviceits a failure in basic consumer duty of care.I request:Full repair at no extra cost Reimbursement for out-of-pocket A/C expenses Internal review and accountability to prevent this from happening to other families
Business Response
Date: 05/14/2025
May 5,2025
******* E
Resolutions Lead
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RE: ******* *********; HBRWC Plan No.12123670; BBB Complaint Number: 23312405
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
The plans limit is $3,000 for the air conditioning system. Mr. ********* does have the premium option which allows some of that $3,000 to be spent on a second unit, but the limit is still $3,000. 2-10 has already spent more than the contract limit, and therefore not offering any more repair/replacements.
The base coverage covers one unit only up to $3,000. If the member has premium coverage, that allows 2-10 to work on a second AC system, but still within that $3,000 limit.
A claim for Central Air Conditioning was placed on 7/19/2024. Claim ********, the contractor reported the diagnosis advising that the 17-year-old r22 Lennox unit, no water in drain pan, blew out drain line with Nitrogen, checked r22 refrigerant, checked filter, unit was cooling - HBRWC authorized $200.
Claim ********, the technician removed condensation and nitrogen test ***** authorized $225.
A Claim for the heat pump was placed on 9/23/2024. Claim ********, the technician checked operation of the main level unit located in the basement and found it had a bad dual capacitor. Installed new one and unit was cooling. authorized $32.82
Claim ********- Amana unit.The cased coil and txv replaced. ***** authorized $1126 - $438.86 in parts - total spent $1564.86
Page 2 of 2
RE: ******* *********; HBRWC Plan No.; BBB Complaint Number: 23312405
Claim ******** - Amana unit,HBRWC replaced compressor, capacitor, contactor and filter drier. ***** authorized $975 - $735.03 in parts - total spent $ 1710.03
Total Claim coverage cost: $3732.71
We also reimbursed the homeowners $100 service and gave $250 toward temp cooling. = $350
Total Cost Paid out:$4,082.71
2-10 ending up covering more than they should not less. Mr. ********* was not informed that he would receive more than the $3,000 plan limit coverage.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
**********************************
****************Initial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have expressed on every recorded phone call since 4/18 with 2-10 that I have a fainting condition called Postural Orthostatic Tachycardia Syndrome (POTS). My number one trigger that causes me to faint is HEAT. Environments above 68F. My wife is 56 years old and disabled; she has ******************************. We both rely on a working air conditioner for our disabilities. Without the ** currently working, it is now over 80 degrees IN MY HOUSE! This form is not long enough, I need to include so much more information, but here is the latest developments. Ive been waiting since 4/21 for a part to be ordered. I was told on 4/29 that part was ordered with an ETA delivery date of 5/ 6, 2-10 told me today they "couldn't find the order for some reason and she has to send it back to the procurement team to re-order, and it will be ordered again within 24-hours" When I heard this, after waiting 3 weeks for my ** to be repaired, dealing with this company's carelessness, suffering in my home thats 85 degrees inside with our medical conditions. I asked to speak to a supervisor. She told me, "No supervisor is available." I said Place me on hold & get a supervisor or someone higher up who can help me because this is not ok She said, "I can place you on hold, but I will come back with the same information. I do not have a supervisor for you to speak with." She placed me on hold for 20 minutes & came back, saying, "My supervisor is not available but she told me we can offer you the cash option of $450 for the total cost of this repair, but there's nothing else we can do to move this forward before the 24 hours." How does a part order just disappear into thin air? How do they not know what happened to our part order? I cannot imagine that as a huge corporation that they do not have a tracking # or a RECORD for the part the company stated was shipped on 4/29. Please HELP us! Please get this evaporator coil part to our contractor, ********, so that they can fix our air conditioner!Business Response
Date: 05/14/2025
May 14, 2025
******* E
Resolutions Lead
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RE: ******* *******; HBRWC Plan No.12359401;BBB Complaint Number: 23302112
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
I have examined the records of ***** and confirmed that the part has been shipped, with installation scheduled for Thursday.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
****************Initial Complaint
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my home on April 4th and the A/C went out on April 24th. I have been living without working A/C since then. We have a 7 month old baby and 3 dogs. I have been back and forth with 2-10 Home Buyer's Warranty and they keeo giving me excuses and take their time with the repair. The contractor has been trying to get the part to fix the unit and 2-10 has told them the purchase order was in place when in fact it was not. It has been 86 degrees in the house. I purchased 2 portable units but it is not enough. My husband is a police officer and has to be sure to get good rest at night so he is having to sleep in one room with the dogs while I have the baby in our bedroom in a bassinet that is too small for him. He doesn't sleep well in it which means I do not sleep well in it. Everything with 2-10 takes an act of Congress and several days. This company is a scam and takes advantage if it's customers.Business Response
Date: 05/06/2025
May 6, 2025
******* E
Resolutions Lead
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RE: ******** ********; HBRWC Plan No.12359181; BBB Complaint Number:23291107
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
Upon reviewing HBRWC's records, I discovered that the compressor was ordered and available for pickup as of May 5, 2025. The contractor possesses the part and is prepared for installation;they will contact Mrs. ******** to arrange a schedule if they have not done so already.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
*******************************************************
*********************;Initial Complaint
Date:05/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date: May 5, 2025 I ****** R. ******* am writing to formally file a complaint regarding Ms. ******* I contacted your BILLING department removing my debit/credit card from the automatic draft consumer protection law (Ala. Code 8-19-5) and the *************** Transfer Act (15 U.S.C. 1693e(a)), I am entitled to revoke authorization for recurring electronic payments at any time by providing notice. ****** refused to process my request, system is not capable of removing a card from autopay.This statement is misleading and materially false, and may constitute a deceptive trade practice under Ala. Code 8-19-5(27), which prohibits knowingly making false or misleading statements my monthly service fee of $65. I requested to split payments of approximately $32.50 each on two separate cards. Ms. ****** denied this request and stated that your company does not accept split payments.this contradicts I was given by other representatives to make call in payments in order to avoid auto-draft . I requested to speak to a supervisor she accused me of bullying her making it personal . She then told me we going in circles so you might as well hang up ,i told her to hang up she ****** summarize,Refusal to comply with my lawful request to cancel auto-draft authorization in violation of federal and state consumer laws;Unprofessional behavior and denial of access to supervisory staff;Inappropriate characterization of a legitimate consumer complaint.Immediate removal of my payment card(s) from any automatic billing system in compliance with 15 U.S.C. 1693e(a).Written confirmation of this removal.A formal investigation into Ms. ******* conduct, and assurance that appropriate disciplinary action A direct response to this letter Please be advised that if no resolution is reached, I reserve the right to file a formal complaint.I expect to be contacted regarding this matter.Sincerely,****** R. *******Business Response
Date: 05/06/2025
May 6, 2025
******* E
Resolutions Lead
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RE: ****** *******; HBRWC Plan No.; BBB Complaint Number: 23287976
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
HBRWC is unable to locate a warranty plan for the address listed on the complaint. If Ms. ******* could please provide the service agreement number or property address so that ***** can better assist.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
*********************;Customer Answer
Date: 05/07/2025
Complaint: 23287976
I am rejecting this response because:... WELL JUST WAS'NT SURE HOW TO RESPOND CAUSE YOU JUST NEEDED ADDRESS SO SORRY******************************************************** YOU
Sincerely,
****** *******Business Response
Date: 05/16/2025
May 16, 2025
******* E
Resolutions Lead
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RE: ****** *******; HBRWC Plan No.12303256; BBB Complaint Number: 23287976
2-10 Home Buyers Warranty (2-10 HBW) is in receipt of the complaint submitted by ****** R. ******* (homeowner). Thank you for the opportunity to review and respond.
2-10 HBW apologizes for any inconvenience that the homeowner may have experienced. We value providing excellent customer service to all homeowners and agree that it is not acceptable to refuse a homeowner the option of speaking with a supervisor. We have notified the representatives supervisor and will have this matter addressed internally.
With this said, we have verified that the representative that the homeowner spoke with was correct when stating that 2-10 HBWs system does not allow us to split payments onto two separate credit cards. Therefore, we regret that it will not be possible to create two payments of $32.50 on the referenced cards. What 2-10 HBW can do is remove the existing card, add a new card, and have the homeowner mail a check for the difference in cost for this month. ********** is welcome to contact our Accounting team at ************ should she wish to make such arrangements.
Alternatively, should Ms. ******* wish to cancel her payments entirely she may email ******************************. While we would love to continue to offer our service for all her home warranty needs, we acknowledge the inconvenience that may be caused if ********** needs to have the payments on two individual cards on a monthly basis rather than as a one time event.
2-10 HBW would like to thank ********** for bringing her concerns to our attention so we may investigate this matter further. We are addressing this matter per her request.
Sincerely,
****** ******
Warranty Administration
2-10 Home Buyers WarrantyCustomer Answer
Date: 05/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:05/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called on morning of water heater failure to let them know of the recall. Called again with estimate and part info and was told to submitted itemized bill. Called on 3/5 when **** was obtained and was told I didnt get authorization. Called on 3/6 and escalated ticket. supervisor **** called me and stated I would hear from him on 3/10. Called on 3/11 and requested an update from the supervisor. I didnt receive a call back. Called on 3/12 and requested an update. Received a call back at 5pm from **** stating he needed more time to review the call. Said to give him until Friday. Called back Friday 3/14 they stated they would escalate my message to **** and he would call me Monday with an update since it was already end of day. Called back on Tuesday 3/18 and was told I would hear from him by end of day with his findings and did not receive a call. Called back on Wednesday 3/19 and spoke to ***** who stated he could not submit another escalation due to the one pending from yesterday. So he messaged the supervisor who stated I was in the queue to receive a call today. As per ***** I should receive a call in 2-3 hours. Received call from **** Supervisor 3/19 at 6:57pm telling me that he heard the calls and all point to member not following proper protocol . Stated he had one call that I made that he didnt listen too he could pull and see what was said there and he would call me back. I mentioned the inconsistency with the call backs. I also asked if I could hear the calls with him and he said no. **** called me on 3/21 advising that my case was not handled correctly by staff and that I would receive a check for $714.Called on early ***** was told I had to wait 1 month from the 3/21 for a check to be mailed out. Called on 4/28 and spoke to ***** I am now being told my reimbursement is for $551 dollars and that the check has not been released because there is no paid invoice. Invoice was also uploaded back in March.Amount **** gave on 3/19 was $714.Business Response
Date: 05/05/2025
May 5, 2025
******* E
Resolutions Lead
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RE:******** ************; HBRWC Plan No.12150367; BBB Complaint Number: 23279246
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
Upon reviewing the records of *****,I discovered that on May 2, 2025, Ms. ************ was informed that a check for $200 was dispatched on January 31, 2025, but appears to have been lost in transit, as she has not received it. The accounting department indicated that they have placed a stop on the payment and will reissue the check.Additionally, the accounting department confirmed that the check for the remaining invoice balance of $514 will be sent out next Wednesday.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
**********************************
****************Customer Answer
Date: 05/05/2025
Complaint: 23279246
I am rejecting this response because:I had to reach out numerous times.
when **** created the new service request on 3/21/25 he did not include the invoice. The lack in doing so delayed this check going out. I called 2-10 around the second week in April to confirm the status of the claim and the *** just said I had to wait ***** days for the check. If that *** would have done their due diligence then they would have saw there was no invoice attached to the service request. This company continues to drop the ball on my issues.
Sincerely,
******** ******-*****Initial Complaint
Date:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2-10 home warranty has been working on a claim for a month now. Every time I call I get the same response that they are working on it but do not have a time of when a replacement will be available. i have been paying for this insurance for over 5 years with no claims. Washer went out and they sent a technician that recommended a replacement. Know it seems like they are trying to not pay the claim. It cost a lot of money to use the laundry mat. Not to mention time consuming to take my cloths there. i need for them to send me a check for a new washing machine.Business Response
Date: 05/02/2025
May 2, 2025
******* E
Resolutions Lead
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RE:****** *******; HBRWC Plan No.12258644; BBB Complaint Number: 23274112
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
I have reviewed HBRWCs records and find that Mr. ******* accepted the buyout offer for the washer on May 2, 2025.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
*******************************************************
*********************;Initial Complaint
Date:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 1 August 2024, a 1-year Home warranty (2.10 Home Warranty) was purchased from (2-10 Home Buyers Warranty), for $688.54, during a new home purchase. On 30 April 2025, a failure of the primary Water-source system (Kinetico S250 water softener) was reported, a request for next steps to start a claim was made, the 2 associates I spoke with by phone refused to assist, including a supervisor (*****). They claimed it was not covered, and repeatedly suggested I buy the Option to add that coverage, after I replace it, at my own cost. I pointed out the REAL ESTATE Home Warranty Service Agreement 2.10 clearly states Water-source systems, are covered on page 12, line 6, under Covered items, they refused. I asked them to review the agreement with me, the refused to, said they couldnt find it. I read it to them, only to repeatedly interrupted with buy the Option. I pointed out the Options list ***** kept referring to, is also on page 12, and there is nothing about Water-source systems or Water softeners there, its only found under the Covered items, with a check next to all of the plans they offer. ***** then said, it is not offered at all. I informed ***** I would be involving a 3rd party to get this resolved, if he could not find someone to work with me in good faith. He refused again.On 1 May 2025, a service representative from Kinetico Advanced water systems inspected the system, diagnosed it to be Unrepairable, and need of Replacement, an estimate to replace the unit for the amount of $4,628.32 was provided. (Attached).The REAL ESTATE Home Warranty Service Agreement 2.10 (also Attached)2-10 Home Buyers Warranty has not worked in good faith to honor our Service agreement, quite the opposite is true. Failure of the Water-source system to the entire home needs attention quickly, the amount is $4,628.32 for the repair.Business Response
Date: 05/01/2025
May 1, 2025
******* E
Resolutions Lead
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RE: ****** ********; HBRWC Plan No. 12135532;BBB Complaint Number: 23273605
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
HBRWC has reviewed Mr. ********* warranty plan and finds that Mr. ******** did not purchase water softener coverage. The water softener is optional coverage that must be purchased during the start of the warranty plan up until 30 days after the start of the warranty plan.
A water softener is A water softener is a whole-house water treatment system that removes hardness-causing calcium and magnesium minerals from your water through a process called ion exchange1. It is designed to "soften" hard water in a home, addressing problems such as mineral buildup, spotty dishes, and decreased lather from soaps and shampoos and is not a water source.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
*******************************************************
*****************Customer Answer
Date: 05/02/2025
Complaint: 23273605
I am rejecting this response because:
Dear ******* E,
You are aware a breakdown like this, is the exact reason people buy a home warranty. The water softener is a hard plumbed system essential to the home water-source, without it,failure of the entire plumbing system is imminent. Your sales team plays on fears of things like this, to make the sale. On front of your REAL ESTATE Home Warranty Service Agreement (attached)your trademark slogans are - smile, you know what to expect when the unexpected happens. , and Unexpected is Expensive. With 2-10 Home Buyers Warranty, you have a plan for unexpected and expensive failures. On page 12 of this same agreement, under Covered items, youll see water-source systems, a water softener system is exactly that.Your company has taken the position, since the agreement says Water-source systems and not specially Water softeners, it can avoid honoring their commitment. Then claims Water softeners, are an add on Option,but on page 12 of this same agreement, under the Options list, there are many things there, but not Water Softeners, as you and you representatives keep claiming.
To continue manipulating our Agreement over wording, is very close to a Bait-and-Switch, False-advertising, and not Acting-in-good-faith.
You need to work with me on this.
Sincerely,****** ********
Initial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The third party contractors to build the housec and *********** provided shoddy workmanship and negligence and installing the water heater as well as keeping the water heater up to code when bringing this up to 210 home buyers warranty they stated that the coverage is only structural and that the water heater is not covered even though it is sanitary issues as well as health risksBusiness Response
Date: 05/01/2025
May 1, 2025
******* E
Resolutions Lead
********************************************************************
RE: ******* *******; BBB Complaint Number: 23269970
2-10 Home Buyers Warranty is in receipt of the complaint submitted by *********** ******. Thank you for the opportunity to review and respond. The New Home coverage covers the structure of the home, Mr. ******* would need Systems and Appliances coverage for coverage for the water heater.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
Schawanna B.
Claims Management & Resolution Department
**********************************
*********************;Initial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a work order for an Electrolux washing Machine (approximately 2.5 years old) placed 23 March 2025 that makes a horrendously loud noise with the spin cycle. A contractor was assigned and came to the house, I paid them $100 fee due to him upon arriving at our home and he diagnosed the problem with in 20 minutes, and submitted the findings for review because he was unable to fix the machine on site. Im unfamiliar with the actual diagnosis however the contractor tried to explain the arm of lever that is connected to the transmission and the drum is faulty/fractured and needs replaced. That is what causes the exorbitant noise with the spin cycle. I have had to call numerous times in attempt to follow up on the status of the claim. Ive spoken with multiple representatives. Initially, the contractor needed to be contacted for additional information because (as told to me from a representative) the information provided referred to the machine as a top load item and not the front load item that the claim was filed under. Two weeks later, and still no response, I called back again and was told that they (The ART department) were unable to get the information from the contractor that they needed. The representative placed me on hold and contacted the contractor while she gathered needed information and resubmitted it to the ART department. I was then told it would be 3-5 business days and I should continue to check my email for an offer to buy out or a replacement unit. The claim review has been with ART since then and escalated twice, with no response. It has been 5 1/2 weeks. As a customer, I have been told that the department that answers the call is the highest level of customer communication available, hence the offer to escalate the claim review. The second escalation was placed today, 30 April 2025. I find it unacceptable that the response has taken this long and I am in fact, still waiting for resolution.Business Response
Date: 05/05/2025
May 5, 2025
******* E
Resolutions Lead
********************************************************************
RE: ******** ********; HBRWC Plan No.12172867;BBB Complaint Number: 23269535
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
The washer has been placed into replacement options and Mrs. ******** has been sent a replacement offer. Mrs. ******** can contact customer service if she has any further questions concerns.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
*******************************************************
****************Initial Complaint
Date:04/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
As of today, April 29, 2025, the reimbursement has still not been processed, and despite numerous calls and interactions with your team, my issue remains unresolved.I initially filed my claim and was informed by your company that I would be reimbursed for my out-of-pocket expenses. However, over a year has passed, and I have yet to receive this reimbursement. I have contacted your company on multiple occasions, spending over 20 hours trying to resolve this matter, but each time I have been met with a series of excuses that have led to no real progress.The following excuses have been provided to me by various representatives:"We sent you the check.""The check was sent to you but returned.""We did not send the check because we dont have all the invoices.""The check was sent; you will receive it in 45 days.""We have completed the review, and your check will be to you in ***** days."Employee issues:****: I first spoke with **** in September 2024. Through multiple interactions, she refused to send me a follow-up email summarizing our conversations. She assured me that my issue would be resolved within 15 days but failed to follow through. Nico: I spoke with ***** but he was unhelpful and refused to share his email address. He seemed uninterested in resolving the issue and just passed me on to others.*********: ********* claimed that the check had been mailed to me and that I had cashed it. This accusation was particularly distressing, as it implied that I was at fault for your companys negligence.*****: On April 18, 2025, ***** called and promised that two checks, one for $300 and another for $1,472, were on their way. However, when I called back on April 28, I was met with the same excuses, and no checks had arrived.**** (again): On April 29, 2025, I once again spoke to ****, who reiterated the same issues.I have been patient throughout this process, but I can no longer accept the repeated excuses and lack of resolution.Business Response
Date: 04/30/2025
April 30, 2025
Whitney E
Resolutions Lead
********************************************************************
RE: ***** *******; HBRWC Plan No.12032922; BBB Complaint Number: 23264242
Thank you for making American Home Buyers Warranty Corporation (HBRWC) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.
Upon reviewing the records of *****,I have confirmed with the accounting department that the check was dispatched on April 29, 2025. Mr. ******* should allow sufficient time for its delivery.
Thank you for your consideration.
Sincerely,
American Home Buyers Warranty Corporation
********* ********
Claims Management & Resolution Department
**********************************
*********************;
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