Complaints

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.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  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 8/14/2022 I submitted a service request for a leak within the wall. **** had a contractor come to look on 8/23/2022, who cut a hole in my wall to get a better look. After the contractor advised on the issue, **** stated I was not covered because the pipe was concealed. They knew that the leak was in the wall prior to sending the contractor, yet I still had to pay a $75 service fee and now they said the repair wouldn't be covered. I have attached a screenshot of the standard coverage. The coverage does not differentiate between concealed vs exposed pipes. It does not state that concealed pipes are excluded from the coverage. They stated that the "supreme coverage" specifically includes "concealed/encased" piping and that because the supreme does so, the standard does not include it. After being transferred multiple times and waiting on extended holds, I was unable to get a resolution on my coverage inquiry.

  

  Business Response

  Date: 08/25/2022

  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 plumbing request reporting he hears water in the walls. Our automated system dispatched the independent contractor, ******************* Services. On August 24, 2022, the dispatch. On August 24, 2022, the contractor reported there is an enclosed leak in the living room wall. The Agreement only covers eligible concealed/encased leaks in the plumbing system when the Supreme option is purchased. Referencing the Agreement, page 4, under the Plumbing trade section. You will see that the Standard coverage and Supreme coverage are side by side. Under the Standard coverage it does not cover concealed or concrete encased claims as it is not listed as an eligible item. Under the Supreme option, it clearly sates; Concrete encased or concealed water, gas,drain, waste, vent piping, leaks
  or breaks in the plumbing system
  
  If an item is not listed in a coverage than it is not eligible for coverage. This is specified on page 6,under section: We refer to residential systems and appliances as Items. To be a Covered Item eligible for Service, the Item must be within the main foundation of the Home and attached garage (the Serviceable Area),specifically listed as covered in your coverage.
  
  ************** should also be advised that the Agreement does not cover for walls, floors etc., that need to be opened to diagnose, or patched. This is a homeowner cost. This is specified on page 7 of the Agreement; III. Non-Covered Costs. Unless expressly stated as our obligation herein, Non-Covered Costs include costs related to: (2)accessing Covered Items.
  
  We regret, we cannot be of further assistance in this regard. **** HBW has fulfilled their obligations as specified in the Agreement. As a gesture of goodwill, we have reimbursed *************** $75 service fee as an apology for any frustration or inconvenience that he may have experienced. 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: 08/25/2022

   
  Complaint: 17762359
  
  I am rejecting this response because:

  First, I do appreciate the kind gesture of reimbursing my $75 service charge. Thank you.

  However, I am still rejecting this explanation of coverage because what is included in the superior coverage is not what is being questioned. The lack of explicit language on the standard coverage does not say differentiate between exposed vs concealed. The standard coverage simply states that pipes are covered. If you want to avoid in confusion moving forward, "Concealed/encased pipes" should be added to the excluded list of the standard coverage. Based on the vague standard coverage language, all pipes are included unless specifically listed in the excluded section.

  I understand that drywall is not covered as I already had that discussion when trying to have my A/C replaced and covered earlier by this company. I assure you, I will not be renewing my warranty with your company. I have had nothing but poor experiences and from what I can tell, you don't really cover much of anything without a debate including the BBB.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising Issues
  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 house in 2020. I have had the 2-10 home buyers warranty service on the house. In the time that I had it I've had my air conditioner serviced approximately ************************************************ 2021 the company informed me that the compressor had gone bad and would need to be replaced. I am sure that they informed the warranty company of this. In the meantime nothing was done to replace the unit. It went out after the preseason tune up and the same company ****** Air came back out and said again that it needed to be replaced. I attempted to contact **** and they said they had not received a notice that it needed replacing. We called a company out ourselves and they replaced the parts that they could but said the same as ****** that the unit itself needed to be replaced. This year we called several companies outside of the home warranty and each one said the unit was unserviceable due to age and manufacturer parts no longer being made and needed to be replaced. I contacted **** after it continued to blow fuses and they sent out Arrow air who then replaced the fuse box as opposed to the unit but they informed the company it needed to be replaced as well. I contacted **** about the replacement and they stated that they could not as the report said it needed to be replaced due to unnatural causes. However, I contacted Arrow Air and received a copy of the report which was very different than the **** claim and the rep for **** said so herself and asked me to upload a copy of the report to investigate. Two days later they called me back and said they still could not pay and for the same reason and I keep having to inform whomever I speak to about the report being wrong. They then said they could replace the unit but only after I pay to have the block load performed that Arrow needs. However I have standard, Supreme, and LUXURY coverage which is supposed to take care of that cost. There is more, but I am out characters. This is unacceptable.

  

  Business Response

  Date: 08/25/2022

  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 Ms.******** ******* ************ 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.

  
  The Agreement does not cover for load calculation tests, and we will not pay for this. Determining tonnage of a system is a customers responsibility. Concerning ****************** history with **** HBW. Her first Agreement went into effect on 10/26/20 (Standard Plan). On May 25, 2021, ****************** submitted a request for the air conditioner. This was her first claim with us. The independent contractor, ****** Mechanical and Service accepted the dispatch. On May 26, 2021, the contractor reported online,reported the compressor was pulling high amps. Found the system was overcharged (refrigerant) by 2 lbs., The contractor removed the excess refrigerant to the proper level. The contractor did not recommend replacement. Then on August 25,2021, ****************** once again requested service on her air conditioner. The contractor scheduled for 8/26/21. On August 26, 2021, the contractor reported online: Homeowner had someone fix it last night I drove all way here today. I refuse to come back here so dont dispatch this address to me again waste of time There was no further activity or claims. ****************** Agreement expired on 10/26/21 and she did not renew.
  
  Concerning this claim. On June 30, 2022, she purchased this current Agreement (Supreme Plan). On July 5, 2022,she then tried to submit a request for an HVAC tune up, but this is optional coverage that she did not purchase. She then placed the air conditioner claim on 7/5/22, reporting: The breaker keeps tripping we reset it, but unsure if it's the unit or electrical. The first dispatch was to the contractor, ***** but they declined the dispatch due to it was out of their service area. They did not report they went back to the home. The independent contractor, ***************** accepted the dispatch and reported online, 7/18/22, replaced capacitor.The contractor was recalled back to the residence. The contractor reported online, replaced weak breaker. ****************** contacted us to let us know that the ac is still not working. The contractor went back and reported online, the compressor is overamping, there are no numbers on the system to identify the equipment. No model or serial number to compressor/ condenser/ indoor unit. A procurement specialist reviewed the file for a possible pre-existing condition as ****************** had a 10-month lapse in coverage. She called this claim in 6 days after the new agreement effective date. The specialist called the contactor and spoke with the office manager.She reported the condenser fins are bent in such a way which it is not normal.It appears the damage on the coil is from weedeaters, etc. and the condenser coil is dirty. The restriction (bent fins/dirty coil) is causing the compressor to get hot and overamping. Since there is no model/serial on the system, there is no way to determine the tonnage of the system, unless a load calculation is done.
  
  The Agreement only covers eligible failures that occur within the warranty period and due to normal wear and tear. It does not cover for maintaining or cleaning equipment. The specialist denied the claim based on the bent fins are not normal wear and tear and it is evident the fins were like this prior to the Agreement going into effect.Per the Agreement, under section: What Is Covered? We refer to residential systems and appliances as Items. To be a Covered Item eligible for Service,the Item must be within the main foundation of the Home and attached garage (the Serviceable Area), specifically listed as covered in your coverage and in good and safe working condition as of the Effective Date We provide Service for Covered Items that fail due to normal wear and tear (a Failure). The Agreement Terms of Service, section: IV.Exclusions; Liability Limits. (a) We have no obligation to provide Service if:(1) a Failure is caused by anything other than normal wear and tear (whether acting alone or together with another cause) including: a Failure of another Covered Item or Component, failure to perform routine maintenance, extreme or gross neglect, misuse, abuse.
  
  ****************** disputed the denial as this was different than what the contractor told her. She submitted the contactors report, but it was not enough information to overturn the denial. On August 23, 2022, a claims specialist spoke with ******************. The specialist recommended that she send in pictures of the condensing unit for possible reevaluation.  
  
  ****************** claim is denied due to pre-existing condition and damaged caused to the coil that was not normal wear and tear. Our denial of Ms. ******** claim was appropriate, and in line with the Agreement Terms of Service. If ****************** can show us, that the failure was caused by normal wear and tear and this is not a preexisting condition,we will reconsider coverage.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17761270
  
  I am rejecting this response because:it is not factual. The service specialist never told me to take pictures. ****** air did not come to the residence on the second call on the day in question as we called several days straight without air and had to evacuate the house. Eventually we called a secondary contractor outside of the warranty because they would not send another contracting company. The fins on the compressors are not bent and Arrow air has confirmed this. The specialist did tell me to get a second opinion on the matter due to the conflicting report between what **** had vs what arrow provided me. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  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.

  Selling my current home, My realtor purchased **** warranty. My GE mircowave stopped working properly and reach out to **** for repair. My service charge was a $100 charge that i paid Law Appliance Solution to diagnose that the Microwave needs to be replaced. I was given the option to replace or receive money. I chose the Whirlpool replacement knowing that it was the same 2.1 cubic size microwave and did not want to install it myself.I was not giving any information on dimensions. I had issues from the start. Law Appliance Solutions back out of handling my case while my Whirlpool was shipped to his house and I had to drive to another town to pick it up. Law Appliance Solution said he backed out because he had not gotten paid from **** for Four weeks of jobs that he completed.**** assigned Win-Win Solution took on my case and ended up backing out because he had not gotten paid for other past jobs. I ended up installing it on my own and realized that the Microwave was long by height. I would have to move subway tiles or move cabinet-up.I reported this to my Realtor and that stated that they don't take returns and it was up to ME to make sure it was going to fit. Why is that up to me? Know I'm stuck with a Microwave i cant use. I would like to return this and be given the money or have then replace it with a GE profile.

  

  Business Response

  Date: 08/24/2022

  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.
  
  On August 2, 2022, determination was made to research unit replacement as the cost of repair would exceed the cost of replacement. An email was sent to ************** with the option to 1)replace his microwave with a Whirlpool, which is comparable in size, primary function and efficiency, or 2) provide him with cash in lieu of replacement. ************* accepted the Whirlpool microwave.
  
  We are not responsible for matching dimensions. It is up to the customer to go online with the model number that we provided and measure to confirm the unit will or will not fit.If it does not fit, then ************** had the option of taking the cash is lieu of the replacement. Here is the offer, we send our customers:
  Visit the website provided above and confirm that this item will fit in the space provided in your home.Once ordered, it cannot be returned.
  
  This offer includes the unit and the cost of the labor for the installation. It does not include the cost of any accessories including, but not limited to, hoses, cords, new flex gas line connectors, washer/dryer pedestals, or trim kits.
  
  The replacement unit is selected on the criteria identified in your service agreement. This unit will likely not match the specific brand, features, dimensions, or other characteristics of the item being replaced, and may not be a perfect fit for your home. Unless your service agreement explicitly states otherwise, all costs related to modifications needed to accommodate the replacement unit will be your responsibility. Please carefully review the replacement unit when making your decision.
  
  Additionally, this is specified in the Agreement under: What is the Service that **** HBW provides?... If we determine replacement is appropriate, we will use reasonable efforts to find a replacement Item or Component (a Replacement) that performs the primary function of the Covered Item or Component being replaced and that has a similar capacity and efficiency in support of that primary function. A Replacement may not match or include any specific features, dimensions, style,model, or brand of the Covered Item or Component. Also, the Agreement does not cover for carpentry or modifications, such as cabinetry work. This is specified in the Agreement Terms of Service, under section: III. Non-Covered Costs. (a)Addressing a Failure may involve work, parts, systems, equipment, or materials that are outside the scope of the Service (Excluded Work), for example: (3)carpentry or modifications necessary to facilitate Service.
  
  We regret, we cannot be of further assistance in this regard.  **** HBW has fulfilled their obligations as specified in the Service Agreement. We apologize for any frustration or inconvenience that ************** may have experienced during the claims handling process. 
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  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.

  I keep getting emails stating they are sending people out to work on warranty items for my house but my husband and I havent had a policy with them in almost a year. We received an email on 6/13/2022. I reached out to them regarding the email issue and they said they didnt know why I received it and they could clearly see that we were no longer clients. I was told at that time they removed my email address and information so I shouldnt have an issue with it again. Now on 8/23/2022, *** received another email stating they received my service request and they will be working on it. Im concerned because Ive been a victim of identity theft before and I dont like the idea of this continuing to happen if they removed my information from the system like they said they did.

  

  Business Response

  Date: 08/24/2022

  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.
  
  We cancelled the recent dispatch and claim. Back in **** *************** placed an electrical claim At the time, the contractor was sent 2 dispatches/work orders as he did not respond to one of them. The contractor completed the work and closed out one of the work orders. However,the other work order was still open. On June 13, 2022, the contractor went online and declined the open dispatch instead of voiding it. When this occurs,our system automatically dispatches the next available contractor.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17756345
  
  I am rejecting this response because:First, I had coverage in 2021, not ****. Secondly, that only explains what happened in June. I just received another email on Aug 22 for the same issue, same contractor. So what was the reason behind the August email?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/02/2022

  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.
  We have removed our ability to contact *************** and she will no longer be hearing from us as is her desired settlement.
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation
  
  

  Customer Answer

  Date: 09/09/2022

   
  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:08/21/2022

  Type:Service or Repair Issues
  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.

  In March of 2022 the property I owned that was warrantied by **** was sold. I had called them to cancel the warranty. They had assured me everything was in order and my warranty would be canceled, and that I would receive a refund. To date 8/21/2022 they are still charging me for a warranty for a home I no longer own after following their cancelation procedures.

  

  Business Response

  Date: 08/22/2022

  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). We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  Our records indicate on June 21,2022, ************** called in because he sold his home and forgot to call to cancel. He was instructed to send in his closing paper to cancellations@****.com.Cancellations still has not received the paperwork. We always require written confirmation on cancellations, particularly if the cancellation is to be backdated.Once the paperwork is received, the Agreement will be cancelled as specified in the Agreement, under section VI. Ending This Agreement ************** can call ************ if he needs further assistance.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/20/2022

  Type:Service or Repair Issues
  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 June 15, 2022, i called ****home warranty regarding my air conditioner unit. They sent someone out to fix the problem. the service provider called several days regarding the issue and was sent back out to service the problem again. He told me that the issue was that i needed a new air conditioner unit and was placing the order on with the company. On June 24, the air conditioner went completely out. i called the company and was told that they were waiting to hear from the service providers. I reached to the service provider and was told that he had submitted all the paperwork. On June 27, i called **** and was told that the part was just being ordered. Each day from June 27 up until July 15, i have called and was told the part was being ordered. One guy even told me that because of the wait i would received a refund of $100 that i had paid for the service tech to come out. I received an email from **** stating that someone would be out by July *******. Today is August 20, 2022 and i have not heard from nor received my new air unit. During this time, i was forced to stay in a hotel as we were under a Heat Adviser and the temperature in my house was over 90 degrees.And to make matter worse, the company still has taken a payment each month since June and i have not received the services. Also, i have the supreme coverage that was offered.At this time i am force to find someone to put in a new air conditioner unit and i would like full reimbursement from **** for services that will be provided by the company that will do the work.

  

  Business Response

  Date: 08/23/2022

  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 June 15, 2022, ********** submitted an online request for her air conditioner. The independent contractor, ************** Services accepted the dispatch. On June 24, 2022, the contractor reported the coils are leaking. Will recharge system and add leak seal. On June 24, 2022, called in as the system is not cooling.The contractor was sent back to the residence to evaluate the air conditioner further. The leak seal did not hold. The coils or system needs to be replaced. We needed additional information from the contractor on the indoor evaporator coil due to possible dimensional restrictions. On July 6, 2022, the contractor reported the coil that we located will work in this application. Then we found out from the suppliers that the condensing unit is not in stock locally, just the evaporator coil. It would have to be shipped to the contractors shop. The contractor is set up with our contractor relations division to only pick up equipment at a local branch. We needed to confirm his physical address and make sure we can ship. On July 12, 2022, the contractor confirmed his address and stated it can be shipped. Due to the delay, ********** was offered our cost to replace the system. She declined the cash buyout and agreed to move forward with the replacement. As a gesture of goodwill, the representative reimbursed ************ $100 service fee.  The equipment was ordered to be shipped to the contractors shop with an ETA of 7/20/22.  On July 15, 2022, we got confirmation that the equipment had been shipped. An automated email was sent to the homeowner and the contractor with the updated.
  
  We understand ********** feels the claim process for her air conditioner is lengthy and we sincerely apologize for that. When temperatures rise sharply, all the **** contractors, suppliers and this call center experience an unusually high volume of calls and not always able to provide the immediate service that the customer is requesting. 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. To be clear, we were not aware that the contractor had not installed the system. Once the equipment is shipped, it is between the homeowner and the independent contractor to schedule the time to complete the repair as this is a condition that is beyond our control. If there are scheduling or shipping difficulties that *** arise, this is also a condition that is 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, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  We are not sure why ********** waited a month before contacting us that the work is not complete. Since we are now aware that the contractor had not completed the installation, the contractor has been sent to our contractor relations manager to make sure he contacts ********* and schedules. For ************ convenience, the contractors phone number is ************.
  
  If ********** decides to move forward and replace the system outside of the warranty, we will only reimburse her the amount that we would have paid using the network contractor with **** HBW supplying the equipment.
  
  We apologize for any frustration or inconvenience that ********** *** have experienced due to the delay in the claims handling process.  We value ************ business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17747562
  
  I am rejecting this response because: this is a complete lie. since July 12 email regarding the part being ready by July 20, i have/had not heard from the company regarding installation or a cash buy out. So I have NEVER rejected anything. At the beginning of July after being told that the part was being order every day since June 26, I asked the representative what the process was for having someone come out myself to do the work. the representative told me that i would have to call to get authorization and gave me a number to call. I never called the number. AGAIN I NEVER REJECTED ANYTHING. Also, as far as the reimbursement of $100, IT HAS NEVER BEEN RECEIVED  and your representative who was said to be a "manager" only offered it because i asked what could be done about the delay and that i would still have to pay the technician  $300 once the work was completed. again the reimbursement has NEVER BEEN RECEIVED.  The wait was because i am and still am in disbelief that your company knew that an air condition unit was needed and i had stressed several time to each representative each day that i called from June **************************************************************************************** the home.  So I had to wait a month just to get an email that said that a part would be ready by July 20. What kind of company doesn't follow up on anything but expects you to pay them monthly.

  I will be contacting a lawyer for further action as this is ridiculous and no one else needs to go through this
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/26/2022

  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.
  
  Concerning ************ $100 service fee. On August 22, 2022, accounting was notified that ********** never received the check. Another check was immediately issued. It takes ***** business days to receive the check.
  
  A contractor relations representive, ********* has been assigned to this claim to confirm the contractor will complete the install. On August 24, 2022, the representive contacted the independent contractor, Pats Appliance. The contractor advised that he tried calling the homeowner yesterday (8/23/22) and left a voice message to call back and schedule. He advised the representative that he has Wednesday or Thursday of next week available. The representive called ********** but didnt get an answer. ********** has 2 phone numbers listed with us. The representative left a voice message on both. The contractor told the representative that he will try to reach ********** again, in the morning.
  
  As our previous response indicated. The network contractors are independently owned and operated. We have no control over scheduling and scheduling difficulties. This is between the contractor and the homeowner. 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. Compounding the fact that all HVAC contractors are extremely busy due to the high volume of calls received during the peak of summer. They are not able to service as quickly as a customer or **** HBW would like.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17747562
  
  I am rejecting this response because: a check was issued in august 24 and magically appear at my house on August 26.  As previously stated I would like a full refund for what I had to pay for a company to complete the job. The total amount is $2400,  (**** for parts and **** for labor). This was the original request. If the company doesnt agree I will continue to move forward with my lawyer. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/02/2022

  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.
  
  Again, as our previous response indicated. The network contractors are independently owned and operated. We have no control over scheduling and scheduling difficulties. This is between the contractor and the homeowner. 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. Compounding the fact that all HVAC contractors are extremely busy due to the high volume of calls received during the peak of summer. They are not able to service as quickly as a customer or **** HBW would like.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation
  
  

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17747562
  
  I am rejecting this response because: it pretty amazing that as soon as I made the complaint that your company as well as the contractor began to call. Everyday since this complaint was made. I have already gotten my unit replace and repaired. I would like the reimbursement of **** for having to replace the service myself. This is my last request from this company. If you dont want to comply again I will move forward with my lawyer. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  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 07/13/22 I requested service with **** warranty for my washer machine. The contractor ( Medinas installation's LLC runs by ******* and his assistant *******) arrived to my home in ****** on 07/19. ******* promised on 07/19 that he will submit the diagnosis to my warranty after I pay for his service over the phone which I did immediately.Without a diagnosis from *******, **** can NOT start the process of fixing my washer.I had to call my warranty on 7/22 and 7/25 so they can ask ******* to submit the diagnosis online so my warranty can order the parts needed for my washer. ******* finally kept his promise and submit the diagnosis on 7/25 which is 2 weeks after he inspects my washer!On7/25 my warranty starts ordering the parts and the first part was received by ******* on 08/03which he and ******* mixed with someones else order and made another one week delay to fix my washer . They literally lost it and had to find it. It took ******* 5 days (4th,5th,6th,7th& 8th of August) and over 4 hours worth of me calling my warranty to ask ******* to search and find my washing machine part!8/11 Thursday, ******* removed my washer outside my house (which I then learned that it was something not supposed to happen at all) and he assured me twice that it will be ready by Monday. On Monday 08/15 neither ******* nor ******* called me so I decided to call and ask when will he drops off the washer that he was supposed to fix over the weekend.On 8/15 ******* decided he wont fix it and he will return it home to its original location inside infront of my bathroom in the hallway. I asked him to call me back with time frame for when he will be there so I can accommodate him and let him in, he got upset and accused me of verbal abuse for requesting a call back! The next thing I know, ******* dropped off my washer outside my house unattended blocked my door and left! I was shocked! that was 1600$ washer&dryer

  

  Business Response

  Date: 08/22/2022

  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 July 13, 2022, ********************** submitted an online request for her washer. The independent contractor, ******** Installations accepted the dispatch. On July 25, 2022, the contractor reported a worn transmission, basket and UI board. The contractor was approved their labor rate to install **** HBW supplied parts.The parts were ordered, to be shipped to the contractors shop with an eta of 8/4/22. On August 4, 2022, ********************** called in for status of the parts.Tracking shows the all the parts accept 1 were delivered on 8/3/22 at the front door. The eta of the last part is EOB 8/4/22. The representative called the contractor. The contractor said they did not receive any parts. On August 8,the contractor advised all the parts are in. On August 11, 2022, the contractor reported online Homeowner Not Home. On August 15, 2022, ********************** discussed her concerns with a floor coach. She said the contractor found a couple more parts that had failed while attempting to repair the unit. There was tension between the contractor and the homeowner. The contractor was sent to our contractor relations manager to review and address the contractor.
  
  On August 16, 2022, a contractor relations advocated called the contractor, Medinas. ******* said that they had to take the washer because they could not work in the restricted space. On Thursday night on, 8/11/22 at the end of the day, ********************** called them and said they are taking too long, and an argument ensued. ********************** said to just return the unit since they are not going to fix it. So, the contractor went to the residence on the evening of 8/15/22 and called ********************* to let her know, so they can put the unit back in the apartment, but nobody was home. So, the contractor called and left a message that they put the unit in the doorway of the apartment. Due to the conflict, determination was made to dispatch another contractor, GBR Appliance Repair, however, they were made aware of the situation and not willing to service. ********************** Agreement has a $1000 limitation set forth for washers. She was offered cash in lieu of the repair and as a goodwill gesture we added her service fee in the reimbursement check. She accepted.
  
  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, the independent contractors. To be clear, the independent service contractors that **** HBW utilizes are all 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. There are instances such as this 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. Ms. ********** concerns assist our contractor relations department as to the contractors that do not live up to our expectations.
  
  We apologize for any frustration or inconvenience that ********************** may have experienced during the claims handling process.  We value Ms.********** ********* and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17740314
  
  I am rejecting this response because:
  

  
  
  On 8/15 ******* said that he found more parts that needs to be repaired and he needs to go to the store to get it. I asked ******* if it is possible to give me a time frame as I have been without a washer ( with a baby inside the house) for over a month now. ******* kept refusing to give me a time frame and he said that he couldn't fix it over the weekend cz the store was closed. I argued that he had the washer since Thursday and he had 3 days to go to the store and get it fixed (Thursday, Friday & Monday). ******* got upset for asking simple questions and said that he will not fix it anymore.
  
  
  
  
  I called **** warranty manager ***************** (who was supervising my case cz it took so long ) and he talked to ******* and promised that ******* will return my washer home without fixing, set it ** in its original place inside the house in front of my bathroom in the hallway  so the next person can take a look at it the second day. ******* said that he will call me back with a time later. I asked ******* if he could plz call me back and keep his word unlike the previous times. ******* got quickly upset and accused me of verbal abuse for asking him to call me back with a time to drop off my washer. ******* got upset and told me to come and pick up the washer myself and hang up on me! The next thing I know, I receive a voice message from ******* saying that ******* dropped off my washer in front of the door outside the house cz he knocked and no one was home!
  
  
  ******* never called me ***** minutes before heading to my place. There is no way for me to know when he will be there without him calling me ***** minutes first as Im not a psychic. He decided to throw my washer in the streets and leave without asking me first or giving me a call. 
  
  
  I was working away from home and I returned home Friday 08/19 and I didnt find my washer cz it was stolen. 
  
  
  ******* acted irresponsible and unprofessional and caused my financial damage and yet **** defending his actions and saying that he notified me before heading home when he never did! It is outrages how **** trying to cover ** for him when he is in wrong!
  
  
  I have phone records to prove that he never called before heading home and ******* left a voice mail after they dumped my washer in the street saying they dropped it off already. Its funny how people try to change facts in this day and age of technology! 
  
  
  Friday 8/15 I did receive a call from ***************** and he offered me ******* (what ******* initial diagnosis would cost). I should be offered all the money left on my account to fix my washer which is ******* $ plus back pay his initial service fee 75$. They should also file a complain with ****************** to pay for my stolen washer. 
  
  
  I should be offered money to replace my washer bz no contractor from **** would touch my washer after being left in the streets by *******. It is not me who refused it to be fixed, its no body would fix it after he left it out cz it is a liabelity. 8/16 I called ***** *************) from GR appliances ( the second contractor **** assigned after ******* ) and she made it very clear that they couldnt touch the washer cz it was left outside and it is a liability. 
  
  
  **** needs to go after ******* and his insurance cz what he did is wrong. 
  
  
  
  
  
  

   

   

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  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.

  **** Homebuyers Warranty -Weve been with them since **** . We added supreme to our plan in order to take care of HV** and entire ** unit per Sales rep recommendation. Our ** is consistently having lots of issues and they keep just approving replacing little parts and adding Freon. Our ** contractor back in February recommended replacing the entire unit due to several unknown issues . Once again they only approved to replace certain parts since its still blowing air. July 3,2022 - ** started leaking and messed up portion of our ceiling downstairs, new flooring and newly painted wall. They denied the claim After waiting for almost a month . Reason was they dont cover leaks nor replacing platform. I spoke with supervisor who couldnt do anything. She advised to get another diagnostic test and we had to pay for it. We did and was advised that if they replace the platform, the ** handler will break since its ***** . I sent **** escalate claim online and got a message that this will be handled by engagement team and I should hear from them within 72 hours . Its been a week and our ** is leaking again . We did not have any other choice but to hire an ** contractor today 8/17/2022 to replace the entire unit ; cleaned the ductwork; replaced platform and spent $15k. This company is horrible! Peace of mind was the reason why we chose to keep our home warranty but it was the opposite. Its was a nightmare from dealing with customer service down to the online portal. The only friendly person was the sales rep who obviously work on commission.Hoping and praying that they could help us pay for our new ** plus reimburse us for the stress and other damages it caused to our home.

  

  Business Response

  Date: 08/19/2022

  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 the last repair made was on March 1, 2022, when the independent contractor, Comfort Central replaced the compressor. On July 3, 2022, *********************** submitted a request for her air conditioner because it is leaking. The independent contractor Comfort Central was dispatched back to the property to evaluate the air conditioner further. On July 8, 2022, the contractor reported: air handler platform is not level, so unit is not draining properly. must replace platform.A/C itself has no mechanical issues. It's just the platform that is leaning backwards. Air handler must be completely removed from closet to get the platform replaced. The claim was denied as there was no failure found to the system itself. The issue is the platform was not level and needs to be replaced. The Agreement does not cover for leveling or platform replacement. This is a *************** Agreement which is intended to cover mechanical breakdowns of specific system and appliance that fail due to normal wear and tear only. The unlevel air handler is causing the air handler not to drain properly. This would be categorized as maintenance and not a specific failure. The Agreement Terms & Conditions: We provide service for covered systems and/or appliances: 2. which do not operate correctly due to normal wear and tear B-16. You are responsible for cleaning and/or maintaining as specified by the equipment manufacturer
  
  Regarding *********************** request for reimbursement for the air conditioner, stress, and consequential damages to her home. As stated, our ************ Agreement is there to get systems and appliances back to running condition by performing a repair when one is possible.When a contractor reports one or two components have failed, each time, we will continue with repair. We do not replace a system due to age. We are not homeowners insurance that handles consequential damage.
  The Agreement does not provide for any type of financial restitution per the Terms & Conditions of the Agreement; B-5; We are not liable for incidental, indirect, special, punitive or consequential damages or for bodily/personal injury or property damage. We regret that **** HBW is unable to reimburse for the new air conditioner, as there was no reported failure found to the old air conditioner or the consequential damage. We suggest *********************** contact her home insurance company to address the consequential damage.
  
  We apologize to *********************** that she did not receive the quality service that she expected as **** HBW is committed to providing superior home warranty protection and customer service. Her 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. We value Mrs. ********** business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17735681
  
  I am rejecting this response because:

  Your sales rep never mentioned about age limit for **. 
  She told  me that its better to add supreme for HV** so everything about ** will be replaced including disposal of old unit .  She knew that our ** came with our house that was built in 2003.  You dont expect your customers to read all the fine prints in the contract . We trust your representative and I really thought she truly cares . 
  
  
  Prior to work done on March 1-
  Their technician first came on 2/21 to evaluate the condition of the ** which at that time was not leaking .
  The technician recommended replacement of both the cond
  Prior to work done on March 1-
  Their technician first came on 2/21 to evaluate the condition of the ** which at that time was not leaking .
  The technician recommended replacement of both the condenser unit and air handler unit . Too many things wrong and too many unknown variables to fix . Nothing was mentioned  about the platform!!
  Technician came back on March 1st and changed the compressor!
  Again nothing was mentioned about the platform. 
  We have someone licensed come to our house twice a year to perform routine maintenance.!!
  Then just 4 months later - July 3rd
  It started leaking downstairs , messed up our ceiling and newly painted wall/archway . 
  I dont understand why suddenly Comfort   Central blamed the cause of this is the platform! !
  Had our ** been replaced per their 
  Technicians recommendation - then this huge mess in our house could have been avoided !!! 
  Anyways - to make this matter worst, the claim representative ***************************** never responded to my email . Why did she give me her email when she didnt even have the decency to reply ?
  I also happened to talked to one of the supervisors named ******* who suggested that we can get another diagnostic but we have to pay. 
  We did call another company, ***** just to see how much would it cost to change the platform?
  He wont even dare since  according to him the air handler is old and it will break if they pull it out so might as well replace theunit!Again - had your sales representative mentioned about age limit then we could have discontinued that warranty long time ago !!!

  If **** could not reimburse  us at all with our new ** that costs us $15 k plus then cancel our warranty from 3/2022 . We were misinformed for so many years now. Refund us what weve paid for from March !!!! 
  The peace of mind they promised turned out to be a total nightmare!!
  By the way the technicians who replaced our ** found out that the leak came out of evaporator coil !!
  We have video of the old unit when they were pulling it out !! They saw traces of oil around the coil which is a sign of refrigerant leaks. 
  By the way I tried to call **** to cancel our warranty but I was on hold for more than 1 hour so I hang up . 
  I called Discover  card on 8/17 and requested to stop paying **** immediately. I also asked to dispute payments from 3/2022.
  Ive been paying them monthly for several years now and I didnt realize that I was misinformed. 
  By the way , someone from escalate team named ******* left a voicemail on my husbands phone on 8/20. 
  I was the one dealing with the issues ; they have my phone number and they finally called after several weeks 

  but why didnt they call me?

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/26/2022

  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.
  
  On August 20, 2022, accounting received 4 Global Pay chargebacks dated 8/20/22 for the 4 charges of $100.65 on 3/23/22, 4/23/22, 5/23/22 and 7/23/22 stating services not received.Accepted chargebacks and voided warranty.
  
  The BBB is not the proper forum for the consumer to ask question or present further arguments in support of her claim. The Agreement has been voided. The rebuttal provides no additional information to overturn our decision. We respectfully request the BBB to consider this matter closed.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  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 been with 210 home warranty for 10 years I called in today to file a claim and I was told that I was not shown as an active member. I was told that the company chose not to renew my membership back in July. I asked them why, they told me they did not have to give me that information and I said why was I not notified that you were not going to renew me so that I could find another insurance carrier before my home warranty insurance had expired with their company and they said they werent required to do that. I believe its against the law in the **************** to cancel someones insurance and not notify them In advance

  

  Business Response

  Date: 08/18/2022

  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.
  
  **** HBW is not required to renew a customer after the contract has expired. It states in the Agreement,under; When Does My Coverage Begin? Coverage begins on the Effective Date and ends on the Expiration Date, both shown on the front of this Agreement (the Term). **** HBW fulfilled this obligation. We are not an insurance company. This is a *************** Agreement which is intended to reduce the amount of out of pocket expenses for mechanical breakdowns only.
  
  We regret, we cannot be of further assistance in this regard.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17731637
  
  I am rejecting this response because:
  

  
  
  I have not received the email she attempted to resend it to me and as of this email I still have not received it please contact me at ************ please leave a message if youre an able to reach me because I do have unknown number blocker on my phone thank you.

   

  In addition, I was with 2/10 Homebuyers for 10 years using  the automatic renewal system.
  
  Prior to the decision by 10 to not renew my membership I was not notified in writing that I would be nonrenewed therefore giving me the opportunity to find another Company to renew with. And the **************** insurance companies are required to notify that they are not going to renew the policy given the insured person the opportunity to seek insurance coverage before the policy cancels. Also **** did not tell me why they were choosing to not renew my policy after 10 years.
  
  
  
  
  
  
  ****************************;
  

  
  

   

  Customer Answer

  Date: 09/07/2022

  Re complaint # ********
  
  Please see below policy 
  
  ****************************;
  

  
  

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  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.

  Opened a case to utilzie our warranty in May. They sent a contractor that attempted to fix our fridge, the "repair" in turn completely broke our fridge. It no longer worked. We have 2 children and went from May-middle of August with no fridge due to them sending multiple contractors, delay in parts, using companies that are no longer in business. After all of that time they ended up telling us the fridge needed to be replaced and would send us a small amount to go towards replacement. If we would have been told this in May we could have simply purchased a new fridge back then rather than making our family utilize coolers to try and live day to day life.

  

  Business Response

  Date: 08/17/2022

  The Office of the President at
  Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the
  inquiry submitted under case ******** by Mrs. *******. We have located Mrs.
  *******’s Limited Home Service 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.
  
  Mrs. *******’s Agreement has a
  dollar limit set forth for all kitchen appliances of $400.The
  "Limitations" section of the Agreement under Kitchen Appliances
  states "All kitchen appliances - $400 per appliance. Purchase of the
  Deluxe Appliance Coverage option removes
  this limitation". The Deluxe Appliance Coverage was not purchased.
  
  We do understand how
  frustrating it can be without a properly working refrigerator. While we
  empathize with Mrs. *******’s concern regarding the time it took attempting to
  repair her refrigerator, our Agreement is there to repair systems and
  appliance. When a contractor reports one or two components have failed, we will
  continue with repair. On occasions the repair does not work/hold, additional
  repairs are needed, or a contractor misdiagnosed, or there are contractor difficulties.
  These are delays that are beyond our control. It states in the Agreement Terms
  and Conditions, B-9; “We are not liable for failure to provide timely service
  due to conditions beyond our control; including but not limited to, delays due
  to obtaining parts, equipment, weather or labor difficulties.”
  
  On the contractors last visit,
  he deemed the refrigerator unrepairable because there is a short in the
  refrigerator and the wiring harness cannot be replaced because it's foamed into
  the interior liner and to replace it, would mean compromising the interior
  liner. A customer advocate reset the maximum to $400 and had accounting cut the
  check. It can take 10-14 business days to receive the check.
  
  We regret, we will not be
  offering a replacement refrigerator due to the Agreement $400 maximum. 2-10 HBW
  has fulfilled their obligations as specified in the Terms & Conditions of
  the Service Agreement. We apologize for any frustration or inconvenience that
  Mrs. ******* may have experienced during the claims handling process.  We value Mrs. *******’s business, and we look
  forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty
  Corporation

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  The 3rd contractor assigned to our case did nothing to diagnose the fridge. He literally opened the fridge door to get the Make/Model information and left. There was nothing done to diagnose the issue. Our service request did not even have the correct contractor listed on our account. It still had the 2nd contractor assigned who was out of business.
  
  
  
  Sincerely,
  
  
  
  *** *******