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Business Profile

Home Warranty Plans

2-10 Home Buyers Warranty
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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

  • 783 total complaints in the last 3 years.
  • 201 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/31/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    **** Homeowner is a monthly subscription-based home warranty service agreement company that provides coverage for the repair of eligible appliances. I have been with them for over a year. On a Friday afternoon, my garbage disposal went out (which is a covered appliance) and I placed a service order through the **** Homeowner website. Understanding it was Friday, I did not expect to get a reply until the following Monday. Monday came, and I heard nothing from **** Homeowner nor a contractor (although, according to the **** website, my request was submitted to a contractor). I attempted to contact the contractor for two days **************** without luck. I also attempted MULTIPLE TIMES to contact **** Homeowner without luck. Their automated system does not allow anyone to connect with an operator. They even placed me on a call-back queue where someone was supposed to call me back - no one ever called back. The last straw was when I attempted to cancel my monthly subscription. I am unable to cancel through the website. When I call the number listed for cancellations, it literally hangs up on me every time. I now need to call my bank to tell them to block **** as I am not able to cancel my service. Ultimately, I had to pay out of pocket for a plumber to come out and fix my garbage disposal.

    Business Response

    Date: 09/06/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ****************. We have located ****************** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    Our records indicate on August 26, 2022, **************** submitted an online request for his garbage disposal. Our system automatically dispatches the next available independent contractor.There was no activity after 8/26/22. We sincerely apologize if the contactor did not contact **************** to schedule. The contractor has been sent to our contractor relations manager to review and address the contractor.

    Regarding ****************** request to cancel his Agreement, we are sorry, his experience has led him to this decision. If **************** is still considering cancelling his Agreement with **** HBW, he may send a written request to **********************. The Agreement would be cancelled as stated in section F of his Agreement, which states: If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s),any other unpaid charges

    We apologize for ****************** experience with trying to get a hold of us. Due to the high temperatures throughout the **, there is currently a high volume of HVAC claims that have been generated. Thus, our call centers experience an unusually high volume of calls, and we are not always able to provide the immediate service that the customer is requesting.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:08/30/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 contacted 210 Home Warranty *** when my GE washing machine gave out 3 weeks ago and to date had not had the contractor nor the company to reach back out regarding a resolution. My laundry has been dirty for weeks and forced me to go to laundromat to wash!! They took the $95 deductible and yet never came back with any parts nor a new machine Two months ago my dishwasher gave out at another property and they did the same collected $85 and so two contracted refused to repair the dishwasher, finally they did send a new company out to repair They treat the contractors terrible I suspect and for a fact they treat their clients worse! AT this point I am seeking a new washer machine since no parts have arrived and my family have been terribly inconvenienced.. Please help me, I'm a senior citizen and this has me so distressed. Sincerely and thank you. All documents are on the 210 Hoe Warranty Website therefore I have not documents to attach. thank you, ******************* ******

    Business Response

    Date: 09/07/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by *******************. We have located ******************** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    Our records indicate on August 14, 2022, ******************* submitted an online request for her washer. The independent contractor, ***************** Services was dispatched and reported the washer door is off the hinge. The parts, door latch and door assembly were ordered. We were given an eta of 8/24/22. On August 30, 2022, ******************* calls in because she had not heard from anyone. The representative calls and leaves the contractor a voice message on the status. He then submits a task to our contractor relations department to make sure they get a hold of the contractor.On Monday September 6, 2022, another voice message was left with the contractor. On September 7, 2022, the contractor contacted us to request we transfer this claim to a different contactor because ******************* was disrespectful and did not like the 2-hour window given to her.
    ******************* account is presently on a credit hold. We will not transfer to a new contractor until the credit hold is addressed. The representative called ******************* to advise that her account is on credit hold and the contractor is now refusing to complete the repair due to the conflict. She said she will pay to remove hold but would like a new washer. After some back and forth, ******************* agreed to have the contractor back to complete the repair. The representative contacted the contractor again. The contractor still declined to return. When the representive explained this to *******************, she disconnected the call with the representative. ******************* has the option of taking $179.65, which is our cost to repair the washer.

    When an independent contractor reports one or two minor components have failed. We will proceed with repair. There are times a contractor, will delay getting back to us, drop a claim, become unresponsive or conflict between parties. The Agreement is not a replacement contract that promises replacement due to these unforeseen delays as these are conditions that are beyond our control. This is specified in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors.

    We regret we will not be offering a replacement washer. ******************* has the opting of taking the cash in lieu of the repair or activating her account and dispatching another contractor. We apologize for any frustration or inconvenience that ******************* may have experienced due to the delay in the claims handling process.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 09/07/2022

     
    Complaint: 17802845

    I am rejecting this response because: 

    1. I simply lost my debit card and that was the only reason they are not paid.  I will now make a payment within an hour or so since I have a new debit card.

    2. Neither the 210 ******************* nor the contractor reached out to me until August 30th the same day that I filed this complaint while I was on vacation.

    The entire 3 weeks no one was professional enough to explain what was going o n yet, they collected the $85 deductible

    3.  The contractor was very nasty this morning and completely dropped the service request to come out and do the repair

    4.  At this point I have no other contractor that I know personally to fix the repair.

    5.  With such a delay causing me to go to the laundry and the midst of 2 pandemics, a. covid still on the rise and 2. the monkey virus,causes me to put danger to myself and compromise my health, therefore, I am requesting a new washer based on the inconvenience and the unprofessionalism of 210 Home Warranty and this negligent contractor.  $179 is not enough to purchase a new washer.  Now that the contractor refuses to do the job, it forces me to have to continue to do laundry at a public faciity , laundromat!!  Totally insensitive and unprofessional!! 

    Sincerely,

    ***************************** and compromise

  • Initial Complaint

    Date:08/30/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Issue date: 8/11/2022 Issue Description: **** HBW subcontracted appliance repairs to a local appliance repair company. The service rep at the local appliance repair company was smoking on the property and accidentally caught the property on fire. Emergency crews were dispatched to the scene to assess damage.**** HBW: The customer experience and contract relations teams have deflected all responsibility to the subcontractor and refused to cooperate in obtaining the appropriate service records from the subcontractors dispatched to complete the warranty/repair work. Multiple escalations, 30+ hours of calls, and no response from the **** HBW executive has led to no progress on the case. **** HBW is not fulfilling their contractual duties, they are not screening their subcontractors, and they deflect all responsibility, obligation, and communication.The claims team refused to provide responses and has requested all information be sent to ************** in order to get a response back.In addition to this issue, **** HBW has failed to deliver on their contract obligations to support other service requests that were dispatched dating back to 8/9/2022. The company has wasted over 30 hours of my personal time for their negligence and lack of subcontractor relationship management.The company should be investigated as this is yet another customer complaint that seems to be more of a trend / pattern than an outlier.For the safety and protection of homebuyers that are considering **** HBW services, please read all these complaints before making a decision.

    Business Response

    Date: 09/06/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ********************. We have located ********************* ******************** Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    Concerning ******************** claims. He has a stackable washer/dryer. Even though they are stackable, they are considered 2 separate units. ******************** was offered cash in lieu of the washer. The contractor reported there was no failure to the dryer. The dryer vent was clogged with lint and needed to be cleaned. The Agreement does not cover for venting or cleaning. The Agreement only covers failures to eligible systems and appliances which fail due to normal wear and tear, nothing else.

    On August 8, 2022, ******************* also placed a claim for his Thermador refrigerator reporting both ice makers are not functioning. Many appliance contractors do not work on this brand of refrigerator and would decline the dispatch. We even offered ******************** the option to locate a contractor out of our network. On Augusts 31, 2022, our dispatch department located a contractor that was willing to service and scheduled for Friday 9/2/22. We are currently waiting for the contractors report. Delays in locating a contractor, scheduling difficulties with a contractor, etc., are conditions that are beyond our control. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.

    Concerning the allegations against the independent network contractor. Our contractor relations department is aware of the allegations against the contractor and had released the contractors insurance to ********************. To be clear, the network contractors that **** HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but we cannot control the actions of such third parties including, but not limited to the service contractors. If ******************** feels that the independent contractor is negligent and caused property damage, his dispute is with the contractor and their insurance company, not **** HBW.Circumstances such as this, is the reason we make sure all the independent contractors we contract with are licensed and insured. Should ******************** desire to pursue the contractor, please be advised there are many avenues to do so, but **** HBW is unable to initiate or ****** a dispute between a homeowner and any independent contractor.

    We apologize for any frustration or inconvenience that ******************** may have experienced during the claims handling process.  We value ********************* business, and we look forward to serving his future warranty needs.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 09/08/2022

     
    Complaint: 17802392

    I am rejecting this response because:

    The information being shared by **** Home Buyer Warranty does not capture the entire situation, the negligence and lack of responsiveness from their customer experience or executive team, and the complete lack of accountability for helping furnish information and details critical to responding to supplier and insurance requests.

    **** HBW neglected to return dozens of calls after hanging up with me after being on hold for hours.  Theyve promised to deliver and furnish information about the situation, only to have their legal team walk the promises back 3 weeks later.  Theyve refused to furnish records and information to parties that claim to have requested the information to accelerate the insurance claims process.

    There were dozens of times over the course of the last three weeks where **** HBW failed to respond or had agents simply hang up the phone, never to call back.  Outreach to the senior executive team failed to go answered and the customer service team lacks authority to make decisions.  They operate as a gatekeeper to try and protect the wallets of **** vs the Sherpa to guaranty that the company fulfills their obligations under the purchased policy.

    The disputed account and response from **** is inconsistent with the facts of the case and represents a carefully crafted legal response that neglects to acknowledge the factual information of the case.  In all my years working with home warranty providers, Ive never experienced a more negligent and less customer focused organization.  
    through my experience, even the online system has failed numerous times.  The companys dispatched suppliers have voiced their concerns about **** HBW and it is all consistent with the experience that we have had.

    in an environment where Home Warranty companys and Insurance companys compete to see who can do the least, **** HBW sits among the top as a champion of the regressing nature of customer service across our nation.

    please provide all the voice recordings, calls logs, and furnished reports of the interactions to unveil the truth to Better Business Bureau so that the proper investigation can be done in order to protect consumers in the future.


    Sincerely,

    ***************************************

  • Initial Complaint

    Date:08/30/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 home owner service contract with **** home warranty. I have a problem with the refrigerator ice maker to be repaired. I have not not been able to contact them via email, text message and telephone since last Thursday 8/25/22. Their web site would not allow to access my account to register a claim, I have called number of of times to contact them for a call back they have yet to call back.

    Business Response

    Date: 09/06/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ******************. We have located Mr.******** ******* ************ Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    To clarify, Mr. ******** active service agreement number is ********. ****************** had a duplicate service agreement that has since been voided out. Our records indicate on August 28 and August 30, 2022, he attempted setting up a claim for a secondary refrigerator under ********. ****************** does not have coverage for a secondary refrigerator. Secondary refrigerators are an option which was not purchased. Therefore, a claim cannot be placed. If this is concerning his primary refrigerator, he should not have a problem submitting a claim under service agreement ********. If this does not work, we request he call customer service at ************.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 09/06/2022

     
    Complaint: 17800929

    I am rejecting this response because:

    Sincerely,

    ***************************

    The **** reply is totally inaccurate. I am not trying have them repair the secondary refrigerator.  They visited my house on three different occasions and did not repair the ice maker. I had to replace it with a new refrigerator which is less than two years old Unfortunately the ice maker on the new refrigerator  is not working and needs to be repaired. If they are not willing to repair the new refrigerator ice maker they should refund what I paid for the policy. I am not asking for anything beyond what I paid for the policy. It seems we are not able to get them to repair refrigerator which is covered under the policy.

     

    Business Response

    Date: 09/13/2022

    The Office of the President at Home Buyers Resale Warranty Corporation ("**** HBW") is in receipt of the rebuttal submitted by ******************* Thank you for the opportunity to review further.

    The only refrigerator claim we could locate for ****************** was back on 5/21/20. The independent contractor,RMJP Appliance Repair was out two times. The first time, he replaced the ice maker on 6/5/20. On July 17, 2020, ****************** requested a recall on the refrigerator,but then the contractor reported online: Spoke with homeowner and the ice maker is working again. If the malfunction happens again, they will contact me.Then it was not until December 11, 2020, when ****************** notified us the ice maker is not working. The contractor went back out to evaluate the ice maker further. On January 21, 2021, the contractor reported online; the failure was the inlet valve, replaced After the last repair, ****************** never notified us that there were still issues with the ice maker.

    For Mr. ******** convenience,we have set up a refrigerator claim, w/o *******. The independent contractor, RMJP Appliance Repair has been dispatched. Phone number ************. He will also be getting an email with the contractor information.

    IF ****************** would rather just cancel his Agreement, we apologize his experience has led him to this decision. If ****************** is still considering cancelling his Agreement with **** HBW, he may send a written request to ********************** or call855-280-1320. The Agreement would be cancelled as stated in the Agreement Terms of Service, page 9, section; VI. Ending This Agreement.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 09/21/2022

     
    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:08/30/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In November 2021, we contacted **** Home Warranty to resolve an issue with our stove. They connected us to a contrator and my husband took the day off of work to be here to meet the contractor. Throughout the day, the work tme window kept getting moved llater and later. It eventually moved to 8:00 p.m., and when we called to inquire, we were ASSURED the contractor was on his way. He never showed up. The contractor did not follow up, and **** did not follow up. We finally had to jump through a lot of hoops and phone calls and paper work to get them to reimburse us for using our own contractor. (Documentation from my customer portal with **** on this has been erased because it lined up with our renewal date, so all old jobs are no longer visible to me. This also created a headache when we tried to follow up because the work order diappeared. Continuing with the same company should not result in losing all info from the previous year!) In December 2021, we contacted **** Home Warranty to resolve an issue with our water heater. They dispatched a Water ***************** on 12/2/2021, to who we paid the $100 service fee. Receipt attached. Of course, that was the wrong choice of contractor, so they couldn't do anything (yet we paid them $100) They then dispatched the issue to a plumber, who started the repair in mid-December. He needed to order a part to complete the job. We have communicated multiple times with the plumber (as instructed by **** to do) and the issue has still not been resolved, and the part was never replaced. Our work request is still sitting as incomplete in our account (photo attached), and **** has not reached out to rememdy the situation. We are requesting refunds to remedey the situation as follows:Refund of $100 service fee for work that was never completed Refund of $68.24 warrantly monthly fee from November 2021 to August 2021 for services not rendered Permission to terminate contract immediately without penalty/early termination fee

    Business Response

    Date: 09/06/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by *********************. We have located Mrs.********* ******* ************ Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    Concerning the oven. Our records indicate on December 1, 2021, we did reimburse ********************* for the repairs done by her contractor on the oven. The network contractor was sent to our contractor relations manager to review and address the contractor.

    Concerning the water heater claim. We thank ********************* for bringing this to our attention. Our records indicate Mr. and ********************* submitted an online request for their water heater. Reporting: Water heater pressure valve and pipes around water meter are leaking. On December 7, 2022, the contractor reported online that this is a boiler system and needs to be transferred to an HVAC company that works on boilers.Mrs. ********* current Agreement excludes water source heating systems. This is specified under the Agreement Heating trade section; Excluded - Steam,hydronic, hot water, geothermal and other water source systems. We sincerely apologize if ********************* was not aware that her boiler is not eligible for coverage.

    Regarding Mrs. ********* request to cancel her Agreement, we are sorry, her experience has led her to this decision. We regret, we would not reimburse for the monthly premiums paid since last November as we are not responsible for this expense. ********************* can request cancellation as instructed within the Agreement Terms of Service, page 8, which states under section; VI. Ending This Agreement. (b) You may cancel this Agreement at any time by calling ************  (d) If this Agreement is canceled 30 or fewer days after the Effective Date, you will receive a full refund less any amounts we paid under this Agreement and a $25 processing fee. If the Agreement is canceled thereafter, you will receive a pro-rata refund of the Price paid, if any, for the unexpired Term less: (1) any amounts we paid under this Agreement;(2) any other charges or fees you are responsible for. She can also email her cancellation to **********************.

    As a gesture of goodwill, we have reimbursed Mrs. ********* $100 service fee as an apology for any frustration or inconvenience that she may have experienced. It will take ***** business days to receive the  check. If she has not received the check within that time, she can contact accounting directly at ************.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 09/08/2022

     
    Complaint: 17797029

    I am rejecting this response because:

    You claim a check was sent for the stove repair reimbursement on December 1. However, as my atttachments show, I was still fighting with **** for a reimbursement on Feb 17, 2022. I was asked to e-mail the receipt for the 2nd time. I spent 3 long phone sessions with customer Service:

    1st Call - Dec - was told to e-mail receipt for a reimbursement check

    2nd call - did not receive check - was told by rep I never should have emailed

    3rd call - Feb - still no check - was told to e-mail again

    The ony reason our stove was repaired and paid for was because we did all the work - hiring a contractor, paying the bill, and then spending over 2 hours with your customer service fighting for a refund. We finally received the check at the end of February. This was 4 months after submitting a service request to you. 

    The whole point of paying for warranty coverage such as this is to have these elements handled for you - the diagnosis, schedule of repair, and not up-fronting major costs. In this instance, you cannot convince me that **** completed the service we pay for.  For the 4 months (Oct-Feb), no viable service was rendered on our behalf. If you do not wish to reimburse us for the months of non-service we received from you, we wil counter with a request for a day's wages reimbursement for the no-show (and no-follow-up) service from the ***** contractor you scheduled and dispatched. The reimbursement for the work day in this instance is $365. 

    Re: the water heater/boiler request - you chose to dispatch a plumber/HVAC contractor to come and start the job, but it was never finished. That is a fault on your end for sending a contractor if it was not covered. You cannot leave a job unfinished, and then claim it was not covered in the first place. 

    Please consider the new request of:

    Covered work day earnings for no-show contractor $390 (stove repair)

    Reimbursement of $100 fee paid for work never completed (water heater)

    Total reimbursement requested: $490


    Sincerely,

    ***************************

  • Initial Complaint

    Date:08/30/2022

    Type:Product Issues
    Status:
    Answered
    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.
    A brand new home was purchased with a warranty through **** home warranty, repairs were made by unlicensed contractors as well as not repaired. warranty company and builder refusing to do repairs that were covered by the one year home warranty.

    Business Response

    Date: 09/06/2022

    2-10 Home Buyers Warranty (**** HBW) is in receipt of the complaint submitted by ***********************  (homeowner).  We have located the homeowners warranty which includes a 2 year Distribution Sytems and 10-year Structural Defect coverage provided by ****************** (builder).  Thank you for the opportunity to review and respond.

    **** HBW apologizes for any inconvenience that the homeowner may have experienced thus far.  We would begin by explaining the warranty coverage and what **** HBWs role is.  Section III of the **** Warranty booklet states, Your builder/seller will investigate and remedy all covered defects pursuant to the Construction Performance Guidelines.

    **** HBWs role is defined in Section VII as follows:  Warranty administrator means Home Buyers Warranty Corporation.  The warranty administrator is the creator and administrator of the **** HBW New Home Warranty program and is available to answer any questions you may have about the express limited warranties provided to you by your builder/seller under this booklet.

    As such, **** HBW not assist directly with repairs to the home nor are we the party that determines is a given item is covered or not covered.  Rather, we can discuss the coverage terms with both parties and assist with communication between a homeowner and a builder.  As the builder,****************** determines which repairs will be made and what the timeframe is for repairs will be. 

    With this so noted, we would advise that Section VI.B which states, The builder/seller (or if the builder/seller is unable or unwilling,then the warranty insurer) shall have the right to repair, replace or pay you the reasonable cost of repair of any defect. The design, method and manner of such repair, and the option to repair, replace or pay, shall be within the sole and absolute discretion of the builder/seller in respect of a defect.

    As such, the builder has the right to determine who will make repairs to covered defects.  **** HBW acknowledges **************** concerns and agrees to notify the builder that she is disputing the subcontractors that are addressing defects.  While **** HBW cannot guarantee the builder will agree to change which subcontractors and trades are utilized, we will keep the homeowner updated.

    **** HBW also acknowledges **************** frustrations with delays in repairs.  The **** Warranty booklet does not list any specific deadline for repairs to be completed.  However, we agree to request more information from the builder and to ask they provide an estimated timeframe for this request.  A **** HBW representative will contact the homeowner with a status update once the builder responds.

    **** HBW would like to thank *********************** for bringing her concerns to our attention so we may investigate this matter further.  We agree to contact the builder to advise them of the homeowners concerns and to request a status update on any pending repairs.  Once the builder responds **** HBW will communicate the builders decision to the homeowner and answer any further questions they may have.

    Sincerely,
    *************************
    Sr. Warranty Administrator
    2-10 Home Buyers Warranty

  • Initial Complaint

    Date:08/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    New homeowner, my realtor highly encouraged I purchase the **** Home Buyer's Warranty. Spent $645.00 for 12 months of "Supreme" coverage effective 3/31/22, "$100 service fee". I've had multiple system failures since, that need repair. To date I have 1 "closed" claim for a failed electrical outlet, paid $85.90 to an electrician (cost to repair was lower than service fee). Additionally I have 2 "open" claims, 1 being my washing machine (filed 7/14/22), paid a $100 service fee for the diagnosis by a contractor. The other being a plumbing problem (filed 7/18/22), paid a $100 service fee for the diagnosis by a plumber. Both open claims have still yet to be repaired or resolved. **** is impossible to get ahold of, and the customer service is non-existent. **** stated diagnostics weren't received from the contractors (were submitted on-site while in our home, + they contacted **** for approval to repair, spending over an hour on-hold, were unable to reach ****). Weeks later after following up multiple times, hours on-hold, **** said that repairs were "covered", then changed their minds and stated the repairs were not covered and said I can pay out of pocket for my own contractor ("out-of-network") to diagnose the problem again for a "second opinion" and later be reimbursed. To date I have spent $930.90 on this "Homebuyers Warranty" and have only a failed electrical outlet repaired (could have repaired on my own for less). I feel strongly believe this is a scam. New homeowners buy it under the notion it's a warranty against failures to their home, when it's just a way for this company to make money off of people, and do everything they can to not repair things that should be covered, dragging out the process, no customer service. Additionally saying they would repair something ("approved") and than redacting their approval and saying they wanted a "second opinion", that we can pay out of pocket for it. Horrible business, I'm requesting a full refund of $930.90 from ****HBW.

    Business Response

    Date: 09/06/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ***************. We have located Mrs. ****** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    Our records indicate on August 30, 2022, *************** spoke to a customer advocate to discuss the issues. The Bakers are wanting to cancel, they do not need any further service from us because they are upset about how their claims were handled. They advised that there is nothing the advocate can do to change this around. The advocate provided the cancellation email. The cancellation email was received, and the Agreement was cancelled as specified in the Agreement Terms of Service, under; VI. Ending This Agreement.

    We regret we cannot be of further assistance in this regard as the Bakers decided to cancel their service. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short. Mrs. ****** feedback allows our company to serve our customers better. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our service.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:08/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    7 weeks ago on my first call into **** Home Warranty I spoke to 7 different women, who either didnt know what I was talking about or didnt understand there jobs and each time I had to repeat myself and 2:45 phone call I got disconnected, this issue still hasnt been re-salved , AC unit still not working, 2- ******************************************* my area, Ive put in numerous calls in the almost 8 weeks later, I have a claim # , so *** called ************ No one has bothered to call be back, or leave a voicemail. Very disappointed in *******.

    Business Response

    Date: 09/02/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by *******************. We have located Mrs. ******** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
    ******************* has been contacted per the Desired Settlement. We have offered a buyout to help provide the quickest resolution. ******************* has opted not to take the buyout while we locate a contractor.
    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 09/23/2022

    2 10 Home warranty offered to send a HVAC company from Cease Ca, 250 miles away,  south of our area, and then I received a call that the company doesnt or wont service ********** **, so as of yesterday I had another Heating and *********** come give me another diagnostic evaluation, at $ ****** this is the second time Ive paid for a service call, Ive done everything to the best of my ability to do what I need to do on my end , Im know 11 weeks without AC in my home, Ive gone around and around with different AC company in ********** no one willing to work with my home warranty company. 2 - 10HW. Im so frustrated on what more I need to do at this point.  I want this issue resolved ASAP , Ive continued to pay my monthly payment. Ive read that 2 -10 has a breach of contract, and the company says it services California. As you know 2 10HW is in Arura ********. Im waiting on an email once again for a parts break down of coast for repairs, which Ive been told bye 3 other companies AC unit needs to be replaced, 2 10, also told me parts on back order 4 to 6 weeks. The company I had out yesterday hasnt even heard of 2 10HW. I could go on and on. Thank you for reaching out to me, **************************** 



    I received a message from **** home warranty on Friday and the message said they have to send out a contracted Heating & *********** from their a list of contractors and the closest one is in ***** **, thats around 3 to 4 hours South from ********** **. *** reached the end of this on going AC Issue. Im know looking into a Attorney in Shasta Co.

    Business Response

    Date: 10/07/2022

    The Office of the President at Home Buyers Resale Warranty Corporation ("**** HBW") is in receipt of the rebuttal submitted by ********************  Thank you for the opportunity to review further.

    Mrs. ******** Agreement has a dollar limit set forth of $5,000 for air conditioners and Heat Pump in aggregate. This is specified in the Agreement under the Luxury Package option: Dollar Limits - Air Conditioner and Heat Pump in aggregate - $5,000.

    Although we prefer that all our customers receive fast and reliable service, this is not always possible. **** HBW dispatch was unable locate a network contractor to service ********************Consequently, we asked ******************* to locate a contractor out of our network.When we received her contractors diagnostics report and pricing. Her contractors total cost to replace is extreme compared to **** HBWs standards. Our contractor relations department was alerted to see if they could locate a contractor that could service. Many times, contractor relations is able to locate a contractor outside of a customers service area and as a favor, will service the customer. A contractor relations advocate located the independent contractor, Caledonian Mechanical that is out of the service area but that could service. Using the network contactor, our cost that the Agreement covers is just under the 5,000-dollar limit. If ******************* decided to use the network contractor, there are out of pocket costs that the Agreement does not cover that has been explained to her. The advocate has given ******************* the option of taking the $5,000 cash in lieu or move forward with the network contractor.She will review her options.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 10/25/2022

    Unfortunately I took the buy out @ 5,000.00, after 4 months of going around and around, and getting NO where with 2 10 Home Warranty Company, I highly do not recommend them as a Home Warranty provider, I’ve been with them 3 years or so. I’m in Northern Ca, Shasta Co. After 7 HVAC Companies and 2 contracted contractors being sent from Ceres Ca, & Fresno Ca, one was a no show appointment and the other refused to even drive 4 to 6 hours north for an appointment. Huge Huge DISAPPOINTMENT in 2 10 Home Warranty . Be on Disappointed. 

  • Initial Complaint

    Date:08/26/2022

    Type:Order Issues
    Status:
    Resolved
    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.
    Timeline: - We submitted a service request on Aug 9 to **** for a leak in our ceiling from the bathroom on the 2nd floor. - **** sent a plumber who on 8/11/22 cut a hole in the ceiling to diagnose a leaking pipe. There was a $100 service charge for this visit. The plumbing company submitted a request for approval.- We received a call from **** on 8/17 (6 days later) that it was approved. This was only after multiple calls to the plumber to inquire about status and ask for a decision. - Since then, we have tried to call the plumber but have received no answer on setting up the repair. We have contacted them daily since 8/18 but no one answers and the voicemail box is full. - Concurrently, we've tried to contact **** through the portal for help in getting the contractor to respond. This includes submitting a request for 'Status update from the contractor' on 8/20 and an escalation claim on 8/23 but have received no reply. - We've had a hole in the ceiling and the inability to use our bathroom for 2.5 weeks. We've had a similar experience with this company several months earlier where they simply made it impossible to follow-up on a claim so we were forced to hire a plumber to fix the issue out of our own pocket. They are very responsive to sending contractors out in the beginning and collecting the $100 service charge. After that, the pattern is to make it so inconvenient/impossible that you give up.Our desired outcomes:- They ensure that a plumber comes out to finish this job asap OR they reimburse us for a plumber that we will find ourselves. - We have a renewal contract with them starting October 2022 (Contract # ********); we'd like a refund for this so we can find a policy with another company.

    Business Response

    Date: 09/02/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by *******************. We have located ******************* ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
    Our records indicate that ******************* accepted a buyout for the claim in question on 8/26 resolving this matter. It was also noted that a request to cancel ******************* upcoming agreement had been sent.
    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 09/04/2022

     
    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:08/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Filed a claim for A/C repair 8/13. Repair estimate given on the following Monday and approved several days later. Part ordered by **** Home Warranty but they gave the wrong address. Company shipped the part to the given address, 9 hours from our address. **** **************** is unable to give additional info such as was the part redirected to the manufacturer or to our address, no tracking. CSR advised I could get that information from Claims Review. **** Claims Review answers the phone and immediately hangs up. This scenario has happened numerous times. Also, the wait/hold times exceeds 1 hour. We have been without A/C for two weeks now. There seems to be no recourse and definitely no urgency to expedite the process or remedy their shortcomings and errors. I cannot spend my day on hold just to have a rep answer and hangup on me. At this point, the part needs to be ordered NDA and our deductible refunded or credited to our account.

    Business Response

    Date: 08/26/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ***************. We have located Mrs. ****** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    Our records indicate on August 13, 2022, *************** submitted an online request for her air conditioner. The independent contractor, AAA All ****** Appliance accepted the dispatch. On August 16, 2022, the contractor reported compressor failure. The contractor was approved their labor rate to install a **** HBW supplied compressor, ordered thru Carrier. On August 18, 2022, the contractor spoke with a customer advocate to inform her that the compressor we ordered is out of his service area for pick up. ******* did not have a local branch with the compressor. We then ordered the compressor from United Refrigeration for the contractor to pick up locally. On August 22,2022, we were notified that United does not have the compressor in stock and there is no ETA. Our parts research found the supplier, ***** Distribution has 2 compressors in their distribution center in ************ **. The compressor was ordered. On August 25, 2022, Parts contacted ***** and confirmed the compressor has been shipped to the local branch. Once it arrives at the new location, a pickup number will be sent to the contractor. Once the contractor receives notification, he will return to the property to complete the repair. It is between the contractor and the homeowner to schedule.

    We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort *************** felt during this time. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but during the peaks of summer, when temperatures rise sharply, the volume of HVAC calls increases substantially. The service contractor schedules spike and not always able to service as quickly as a customer would like. Our parts research will have a backlog on locating and ordering parts. The supply houses experience a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of HVAC equipment nationwide. Mistakes in ordering and shipping can occur. These delays bought on by the high temperatures are a condition that is beyond our control. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.

    We apologize for Mrs. ****** experience with trying to get a hold of us. Due to the high volume of HVAC claims that have been generated, our call centers are presently experiencing an unusually high volume of calls, and we are not always able to provide the immediate service that the customer is requesting.  As a gesture of goodwill, we have reimbursed Mrs. ****** $100 service fee as an apology for any frustration or inconvenience that she may have experienced. We value Mrs. ****** business,and we look forward to serving her future warranty needs.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

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