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:08/16/2022

  Type:Service or Repair 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.

  Our AC went out Tuesday 8/9. We filed a request for service on 8/10. The subcontractor came out on 8/12. We need a motor in our carrier A/C unit. The contractor said it would be a week before this could be addressed. We have called **** to expedite the request but the wait was 20 minutes to be told we had the wrong department. They transferred us to another department and 15 minutes later the agent hung up the phone on us. This is ******* and it is hot - like 90 degrees in this house and we work from home so we are cooking in this house. We buy warranties to cover our property should anything fail and while we can't be late on the payment they should not be slow in addressing our issue. The contractor has not ordered the motor because they have to wait on approval from ****. The longer approval takes the longer we sit in this house and cook. We need the A/C fixed, we've paid to have our A/C fixed and this will not be who we renew with in the coming year. **************** is key here and they obvious don't put a premium on it like they put a premium on their pricing. Please Help us move this request along so we can get out A/C repaired.

  

  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 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 9, 2022, ******************* submitted an online request for her air conditioner. The independent contractor, ************************** accepted the dispatch. On August 15, 2022, the contractor reported the blower motor has failed. On August 17, 2022, the contractor was approved their labor rate to install a **** HBW supplied motor. On 8/18/22 the blower motor was ordered to be shipped to the contractors shop with an eta of 8/22/22 - 8/24/22. Once the contractor receives the motor, he will return to the property and complete the repair. It is between ******************* and the contractor to schedule.
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ******************* has 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. 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 any frustration or inconvenience that ******************* may have experienced during the claims handling process.  **** 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: 08/26/2022

   
  Better Business Bureau received the following feedback in complaint closure survey:

   

  I think if I had not contacted you my wait would have been even longer than it was. It took 2 weeks and 2 days to get my A/C fixed but I know without you it would have been longer. 
  
  

• Initial Complaint

  Date:08/16/2022

  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 submitted a claim on 6/29/22 for my HVAC system and was told the compressor had broken and would need to be replaced. I then waited over a month in ******* with temperatures within my home reaching over 95 degrees. The repair was finally completed on 8/4/22. I gladly paid the overage charges and had the repair perfected. Less than 3 days later the same repair failed and it is now not working again. After receiving the run around from the home warranty company and being placed on hold for HOURS, I am now being told I will need to pay a duplicate overage charge and need to authorize that prior to the repairs being completed. The same overage charge that I have already paid. This is a health and safety hazard.

  

  Business Response

  Date: 08/17/2022

  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.
  
  Our records indicate on June 23, 2022, ******************** submitted an online request for her air conditioner. The independent contractor, AAA All ****** was dispatched. On July 5, 2022, the contractor reported the compressor needs to be replaced. The contractor was approved their labor rate to install a **** HBW supplied compressor for the contractor to pick up locally with an ETA of 7/13/22. On July 22, 2022, the contractor requested, online, another email wanting to know where he can pick up the compressor.  On August 4, 2022,the contractor completed the install of the compressor.
  
  On August 10, 2022, ******************* again requested air conditioning service. The contractor was dispatched out to evaluate the air conditioner further. On August 12, 2022, the contractor reported the compressor that was installed was defective. The compressor is under manufacturers warranty. The contractor was approved their labor rate to swap out the manufacturers warranty compressor. Once the contractor receives the new compressor, he will return to the property to complete the repair. It is between the homeowner and the contractor to schedule.
  
  Concerning the delay and duplicate out-of-pocket costs due to a defective part. **** HBW is not responsible for defective parts. On occasion parts are found to be defective creating the unavoidable delay of duplicate repair and expense. This is not the fault of the contractor, homeowner or **** HBW. On the second install of the compressor, **** HBW is paying their portion of the labor to the contractor. We have no obligation to also pay the out-of-pocket costs because a third partys part was defective.  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 Ms.********* experience with hold times, particularly during our busiest season,when temperatures rise sharply and/or become extreme. This is due to the high volume of HVAC claims that are 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:08/15/2022

  Type:Service or Repair 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.

  On 11/30/2021 a service request was made for our central Air Conditioning, where the ** stop working causing the Freon to leak out, due to when the house was built in 2019, the contractors puncture a hole in the condenser. so, **** home Warranty sent out R.E.M Heating and Air from the ********, ** area. to fix it, he told us the problem. but, put freon back in the system. from that date until 8/01/22 the ac went out again. so we did a recall claim on the same issue. so, **** home warranty sent back out R.E.M Heating and Air to the same problem. R.E.M heating and Air know the problem, but didn't fix it, don't put freon back in, that is not resolve the issue. what they want to do is patch and say it is fix. so me and my husband calling **** and R.E.M heating and air to get the issue resolve fasting, it not happening. I told both **** home Warranty and R.E.M heating and air . that I need to get this air fix soon as possible, I have a 6 year old and a 10 month old baby an I take care of my elderly blind mom that have health issues. they didn't have and heart at all, to try to help. right now as I type we are still without **. that the God Heaven truth. I hope someone can help us speed the process up. this don't make any sense you buy home warranty and still ain't no good.

  

  Business Response

  Date: 08/17/2022

  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.
  
  There is no mention in the claim notes that contractors punctured a hole in the condenser. Our records indicate on November 30, 2021, *************** submitted an online request for her heat pump. The independent contractor, Air Biz accepted the dispatch and on 12/3/21,reported online replaced fuse and heat kit strip. On January 24, 2022, ************* contacted us to let us know he needs service. The independent contractor,R.E.M Heating Air was dispatched and reported online, work complete. The contractor did not report what actual work they did to get the system up and running. Then, it was not until August 1, 2022, when ************** called in to advise that the ** has stopped working again. The contractor, R.E.M was sent back to the home to evaluate the air conditioner further. On August 11, 2022,the contractor reported the indoor evaporator coil has a restriction.
  
  The coil is an Original Equipment Manufacturer (OEM) coil that is housed inside the air handler. This means that the identical evaporator coil must be ordered for the air handler,as a universal evaporator coil would not be compatible. Many times, it is difficult to get an OEM coil, as usually they are not a stock item, on backorder, factory order and/or the cost is extreme. Our supply research team was looking at replacing the air handler due to the extreme cost of the coil and the potential delay. However, there would be additional out-of-pocket costs to the Sharps if we did this. On August 17, 2022, a customer advocate contacted the contractor.The contractor said he can get this coil at a reasonable cost, and he is willing to supply. The contactor was approved to supply the coil. Once the contractor receives the coil, he will return to the property to complete the repair. It is between the homeowner and the contractor to schedule.
  
  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 *** future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/17/2022

   
  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. However I think that the contractor and you all are not on the same page I talked to him today and also contacted 2 10. He said that he was awaiting y'all's approval I called 2 10 and the representative said that she didn't even receive the findings from the contractor. I wish that we can resolve this as quickly as possible. Thanks for caring and responding to my review.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/15/2022

  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 Wednesday 8/10, **** sent a plumber to my condo to fix a minor bathtub faucet slow drip issue. The plumber who had no idea what he was doing (as evidenced by having to FaceTime with his office to walk him through everything) damaged a pipe and caused a leak. My water had to be turned off. The contractor has vanished and Ive been without water since Wednesday morning (6 days ago). **** has also reached out to the contractor, who has been unresponsive to them. **** is taking no action to remedy this issue. Deadlines for when they would contact me have come and gone. Whenever I call them, we start the **************** again. Im basically getting the run around. This is an urgent matter.

  

  Business Response

  Date: 08/17/2022

  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.
  
  The contractor has not vanished.  Our records indicate on August 1, 2022, *************** submitted an online plumbing request for a leaking tub spout. The independent contractor, **** ** Plumbing accepted the dispatch. On August 10,2022, the contractor reported online; work complete, replaced cartridge 8/9/22.On August 10, 2022, **************** called in because he was without water. The representative called the contractor but could not leave a message. A recall dispatch was sent to **** ** to evaluate the plumbing issue further. On August 15, 2022, the contractor reported online, the Delta shower tub valve leaking.The contractor needs to make access behind the tile to complete the repair. The contractor was approved to complete the repair. It is now between **************** and the contractor to schedule.
  
  **************** should know that this is a concealed repair. The Agreement has a dollar limit set forth for concealed repairs. This is specified in the Agreement Plumbing trade section; Dollar ****************** Agreement: **st to diagnose, repair and/or replace -**ncealed/concrete encased water, gas drain, waste, vent piping, leaks and breaks in the plumbing system ........ $500.
  
  Additionally, the Agreement does not cover the access for a covered repair, as in this instance, to repair the eligible leak, or the patching of holes. This is specified in the Agreement Terms of Service, under section; III. Non-**vered **sts Unless expressly stated as our responsibility in the Agreement, Non-**vered **sts include,without limitation, costs related to: (2) accessing **vered Items.
  
  We apologize for any frustration or inconvenience that **************** may have experienced during the claims handling process.  We value Mr.******* ********* and we look forward to serving his future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17719443
  
  I am rejecting this response because: 

  (1) I have been unable to reach the Contractor since 8/22. All calls go directly to voicemail and the notification is that the voicemail is full.

  (2) The contractor never completed the work that they were called out to complete (slow dripping bathtub faucet. A minor repair - just needed a cartridge replacement)

  (3) The technician that they sent out was clearly unqualified as evidence with him Facetiming someone from his company to walk him through this simple repair. (and indicated to me that he was really an HVAC guy). During the course of the repair, he caused damage to another pipe that began to leak. (This subsequent leak was unrelated to the initial service request - because of this leak they had to turn off my water) He indicated, that in order to fix this NEW issue that he caused, he needs to gain access behind the tile.

  (4) Again, I have NOT been able to reach this contractor since 8/22 and have called **** on several occasions. They've also tried to reach out to the contractor and apparently have not been able to as well (includes several attempts today). I have been without water for a week. (NO WATER AT ALL).
  
  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.
  
  We thank **************** for clarifying.The contractor has been sent to our contractor relations manager to review and address the contractor. All the contractors that are utilized by **** HBW are independently owned and operated. They are all licensed and insured as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. If there are allegations against a contractors workmanship, we usually give the contractor the opportunity to warranty their work before releasing their insurance to a customer. However,**************** has gotten the work done by his own contractor. Therefore, we need to review the invoice.
  
  Our records indicate on August 22, 2022, **************** called in. He said he went ahead and got the work completed as he couldn't wait for our contractor, because he has to go out of the country and he won't be available to speak with anyone until the following week on Tuesday, 08/30/22
  
  On August 25, a customer advocate was asked to follow up with ****************. He called **************** and left a voice message to send the paid invoice from his contractor in. He also emailed *************** the step-by-step instructions for using a contractor out of our network,even though he had the work done without out our knowledge or approval. The instructions explain that he will be reimbursement the pre-authorization amount of $200 amount for getting work done without prior approval. This process is explained in the out of network instructions emailed to him as well as the Agreement, under section; Who Repairs and Replaces the Covered Items?
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17719443
  
  I am rejecting this response because:

  (1) **** is not accepting the responsibility that their contractor caused an issue that left me without water for 9 days before I had to fix the situation on my own.

    (a) Apparently, they don't care that I spent every day up until that point calling (average time to get through was 1 to 1.5hrs) and submitting electronic inquiries to them for help with this issue. 

    (b) Now they are only offering $200 for an issue that I've already spent $1,045 to partially fix the issue that their contractor caused. (Plumbing repair has been made). I have another contractor coming on Friday to repair the tiles that needed to be removed to access the plumbing issue. (current estimate for this is $400). 

    (c) When this is complete, I would have paid a total of $1,445 to fix an issue that their contractor caused. (this does not include the cost paid for the **** supreme coverage)

  (2) When the work is complete, I'll submit the invoice(s) to them. They can either choose to reimburse me or I'll see them in court.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/05/2022

  Attached is a quick Recap of the issue along with relevant invoices (as requested).

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair 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.

  We currently have a service agreement with **** Home Warranty. On May 31, 2022, we filed a claim that our Air Conditioner was not working. Below is the timeline on what has been done in the 70+ days of not getting this resolved which should be able to be fixed in 1 day. No one at **** will return our escalations, emails or phone calls. 5/31 - *************** request initiated and contractor assigned 5/31-6/2 - Did not hear from contractor for 3 days 6/2 - Called contractor myself to set up appointment (seemed unaware that he had been assigned)6/3 - Contractor diagnosed the system and we paid the $100 service fee 6/3 - Contractor said he would submit the diagnosis 6/3-6/9 - Waited for an entire week, never heard an update 6/9 - Called contractor and he said diagnosis was submitted last week 6/10 - Called HBW and found that diagnosis was never submitted 6/10 - Called and texted contractor to let him know HBW had not received it, no response 6/10 - Called HBW to try and escalate claim 6/13 - Finally heard back from contractor, he said he tried multiple times to submit 6/13 - Part ordered two weeks after initial service request 6/21 - Received email saying part would arrive 6/28 6/28-7/7 - Heard nothing from HBW or contractor 7/8 - Called HBW to find out part order was canceled for an unknown reason and worked with agent to reorder part 7/9 - Received email saying part would now arrive on 7/14 7/14-7/20 - Heard nothing from HBW and contractor would not return text or call 7/20 - Escalated the claim for the second time, awaiting confirmation of next steps from HBW 7/22 - Still no update on status of the part that was supposed to be received on 7/14 and still no response from contractor 7/26 - Another email to **** asking for an update; no one will return our email 8/7 - Another email sent to **** asking for an update; no one has responded to us This is beyond frustrating as we have paid $800 for our warranty and we are not receiving any service.

  

  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 on May 31, 2022, ******************* submitted an online request for he air conditioner. The independent contractor, ******************* accepted the dispatch. On June 13,2022, the contractor reported online the Carrier fan motor needs to be replaced and he would like us to order the part. The contractor was approved their labor rate to install a **** HBW suppled Carrier fan motor. The suppliers ETA 6/28/22 to be shipped to the contractors shop. On July 1, 2022, a customer advocated spoke with **************** he advised the contractor has not scheduled yet and he will be out of town for the next two weeks. The advocate spoke with the contractor, and they had not received the part. We sent a request for an eta to Carrier.Carrier responded that the order was cancelled by their Distributor. No other explanation was given. We immediately reordered the motor and given an eta of 7/14/22. On July 9, 2022, we got a confirmation that the part had been shipped. On July 14,2022, we were notified the work was still not completed. An advocated called the contractor and left a voice message. She then spoke to ****************** who stated the work is not complete and there has been poor communication with this contractor. On July 25, 2022, we received the Carrier invoice for the motor. Typically,when a part is picked up at the local Carrier supply house, or as in this instance,shipped to the contractors shop. Once delivery is confirmed, or picked up by the contractor, ******* then bills us. On July 27, 2022, the advocate following up on this claim, emailed ******************* updating the status. On August 15, 2022,the advocate tried calling the contractor but could not get thru. She emailed the contractor for status, then emailed ******************* on the status. On August 16, 2022, the contractor advised the advocate he did not receive the motor. She immediately reordered the motor. ******* reported that the motor has been confirmed shipped with an eta of 8/21/22. The advocate will continue to follow up until the work is complete.
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ******************* felt during this time. There are instances where an independent contractor delays in getting back to us and/or lacks communication in keeping all parties updated.  On occasion, once we place an order to a third party, it is out of our hands. ******* cancelled the first order without notifying us, then the second order, apparently was lost or stolen during shipping.  Compounding the fact that 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. All these delays that are caused by a third party 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.
  
  We apologize for Mrs.******** experience with trying to get a hold of us. Due to the current high temperatures throughout the US, 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

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17712587
  
  I am rejecting this response because **** has done nothing to follow up with us to give us these updates.  They stated in this note that the part would be delivered on 8/21.  We have yet to have a call or email to us to say anything about this.  No one has contacted us and it is now 8/24 and still no part.  They are failing to recognize that they do not return calls or follow up with us on status.  If we have not followed up each time they would never have reached back out to us.  We have spent hours on the phone waiting for answers.  This is not how a company should be handling us when we have spent over $800 for a service.  We have so far received nothing but headaches on our end for our service agreement. 

   

  Again, it is now 8/24 and still no contact from **** about this part that was suppose to be delivered and no follow up.  
  
  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.
  On 9/2, ****************** accepted a buyout bringing the matter to a close.
  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:08/12/2022

  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.

  Hello I am going to try my best to explain my complaint. I use **** home ***** warranty as my warranty company for my home appliances, on 6/9/2020 I filed a claim for my washer and dryer to be checked due to malfunctioning. I was assigned a contractor ( **************************) to come and diagnose my washer and dryer. Technician came on 6/23/2022 and said he needed to order parts for my washer and that my dryer needed to be replaced because couldnt get parts to repair. it was hard to contact contractor to get an update on when he would come back to do repairs, finally contact me saying he was coming back on 6/20/2022 but 3 days before he called and said he had to wait for parts for dryer and tat he would contact me when he had all parts.Did not hear from him or couldnt contact him at all, until he sent me an email with an appointment for 8/9/2022 to repair appliances. All this time I reached out to my warranty company but they couldnt contact ******* maintenance either. That I just had to wait. When he came on 8/9/2022 he said he didnt have all the parts for the dryer ( its been 2 months I have been waiting now) so I ask him why no one notified me about this and why it was so hard to get hold of someone in the company? He seemed to got upset and said he was just going to submit a diagnosis for replacement both my washer and dryer. So as he was on hold with the warranty company I ask him to please stay until they answered and make sure the warranty company had everything needed to process the claim. He got really upset and said he didnt have time for this picked up his stuff and left . Did not even put back my washer in place just left it where he pull-up it out. I contact **** home warranty and they said they spoke to him and got the diagnosis they needed. Now I had to wait for approval which can take up to 5 business days. Today 8/12/2022 **** warranty is saying they dont have a diagnosis to continue and I haft to wait ***** hours for them to investigate.

  

  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 *********************** ******************** 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 only diagnosis we received from the contractor was on June 29, 2022, reporting the failures and the parts he needs to complete the repair. Since ********************** called in stating the contractor told him the washer and dryer are not repairable, we have been trying to get a hold of him. On August 9, 2022, a representative called the contractor, and he told the representative that he will contact us back to submit the information.A task was set to follow up with the contractor. There were numerous attempts made, both by phone and email.
  
  On August 18, 2022, ********************** called in and stated the contractor was at the home but then said they will not service his unit. ********************** does not want this contractor back out to his home. The representative advised we would either need to get an update from the current contractor or look for another contractor to service. At first ********************* refused because he wants his units replaced. The representative called the contactor, ******************* and spoke with the owner. He stated that they need another part ordered for the Dryer, but ********************** refused to let them service his washer. Now, they no longer want to service the homeowner due the homeowner being impolite. Due to homeowner/contactor conflict, it was explained to ********************** that another contractor would need to go out to evaluate the washer and dryer.
  
  We have one other network contractor,Sears in the immediate area, however, they do not work on the brand for the dryer.
  Although we prefer that all our customers receive fast and reliable service, this is not always possible.Despite our best efforts, **** HBW was unable locate another network contractor to service **********************. Consequently, we offered ********************** cash in lieu of the repair for the washer and dryer based off the contractors findings or asked ********************** to locate a contractor out of our network. ********************** declined the cash in lieu offer. The step-by-step instructions for using a contractor out of our network, were emailed to him.
  
  We do understand how frustrating it can be without a properly working washer and dryer. The purpose of all ************ Agreements is to get your systems and appliances back to running condition by performing a repair when one is practical/possible. When the contractor submitted the diagnosis, he advised the washer and dryer can be repaired and the parts were ordered. He never told **** HBW that the units need to be replaced, in fact, he still believes the units can be repaired. We do not offer a replacement unless it is no longer practical or possible to complete the repair. There are unforeseen delays that occur, such as in this instance when the contractor for a period became unresponsive, then declined the job due to homeowner conflict. The contractors we utilize are all independently owned and operated. We are each separate operating companies. If a contractor abandons a job, becomes unresponsive, delays a claim, conflict with a homeowner, or for whatever reason, this is their decision and beyond our control. We do not just replace an appliance due to these unforeseen delays that are out of 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. The contractor has been sent to our contractor relations manager to review and address the manager.
  
  We apologize for any frustration or inconvenience that ********************** may have experienced due to the delay in the claims handling process. We look forward hearing from ********************* contractor soon. If ********************** changes his mind, he can also take the cash in lieu of the repairs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/12/2022

  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 submitted a claim for my AC not cooling 7/18/2022. It has taken over a month and still no resolution . It is the hottest month on record in ******** and our house is up to 80+degrees inside . I work from home and I have been getting major headaches and fatigue because I am overheating . The first contractor came out and told us we need a replacement for our AC unit as the issue is not repairable. **** said they would need a second opinion. The contractor came out and gave them a quote for a repair and replacement he recommended. They are now getting a third contractor to come out because they said the other quote is above their limit to spend. This is not acceptable for a warranty company. The past two ******* we had the same issue in the hottest months of the year. I dont know how many professionals need to tell them we need a replacement. I just want to be able to live in my house . I cant wait another month! Please help me . I have now read online it seems they do this to a lot of people and I dont know how they are getting away with it .

  

  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 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.
  
  Our records indicate the first independent contractor reported the system has been converted from R22 refrigerant to synthetic 407c refrigerant, which is a substitute of R22. The contractor does not work on 407c refrigerant. The second contractor, Plateau Heating & Air Conditioning reported the evaporator coil is leaking.  There cost was excessive, and they refused to breakdown the cost to justify. On August 12, 2022, determination was made to dispatch another independent contractor, *****************. On August 17, 2022,the contractor reported there is a leak in the condensing unit. Recommending full system replacement. His cost exceeded the cost of the $3000 limit set forth in the Agreement. ****************
  Accepted a cash out and will have the system replaced outside of the warranty.
  
  On occasion, a network contractor will not follow their agreed pricing they have with us. The contractors are independently owned and operated. When they do not follow their agreed pricing contract with us, this is their decision and 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 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

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair 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.

  My cooktop broke on May 24, 2022. I submitted a claim to 2-10 Home Buyers Warranty on the same day. A contractor was dispatched and identified that I need some replacement part. The contractor found some of the replacement part to be backordered. The back in stock date was originally expected to be in early July then got pushed back to late July, then mid-August and now late October. Both I and the contractor called **** for help. They said because the supplier shows the parts to be backordered instead of discontinued, they won't do anything but ask me to wait. I explained that we have been without a cooktop for 3 months now. It has been very unhealthy for a family of five with three young children that can't cook their meals for 3 months and now will be 5 months. Plus we don't know if the back in stock date will change again in October. We wanted help from ****. As we pay almost $1000 a year for home warranties. I expected to be taken care when we need help. **** said the only thing they can do is to offer me $130 or less for me to take care the problem myself. A 30" cooktop costs $1,000 +. I requested to speak with their management team. They denied my request and said their managers can't do anything to help me in this case. It is riculous for a home buyers warranty company to ask a family to live their lives without cooking for 5+ months. They offered no help and let their customer suffer in this case. Your help and support to resolve this matter will be greatly appreciated. My service request # with **** warranty is *******.

  

  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 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.
  
  Our records indicate on May 24, 2022, ********** submitted an online request for his gas cooktop. The independent contractor, ************************* accepted the dispatch. The contractors their own minor parts using **** HBWs account. On May 31, 2022,the contractor ordered the gas valve, k*** selector and know. The parts were ordered. Then the contractor ordered the Range manifold bracket assembly and screws x 3 as the manifold and s**** are stripped with an *** of 6/18/22. The contractor also let us know that generic screws would not work, they have to  be identical or the unit could leak gas.
  
  On August 5, 2022, the contractor contacts us because he ordered the parts but the screws that he had also ordered, the *** keeps getting pushed back. The latest *** 8/19/22. He asked if we could locate the screws any sooner. The suppliers we utilize all show the parts are not in stock and would be a special order. We determined the screws are no longer available. At this time, determination was made to research unit replacement. On August 18, 2022, an email was sent to ********** with the option to 1) replace his cooktop with a Empava, which is comparable in size, primary function and efficiency, or 2) provide him with cash in lieu of replacement.
  
  We appreciate ********** as a customer and can understand he is upset with the delay that occurred.  The Agreement is there to repair systems and appliances. **** HBW would like to expedite every repair, but we have no control over backordered parts, factory orders or shipping of parts. If the screws were readily available, the repair would have been completed in a timely manner. 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 any frustration or inconvenience that ********** may have experienced during the claims handling process. ********** has been given his options and we look forward to hearing from him soon.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 09/21/2022

  After hours of arguments and phone calls with ****, I have agreed to take their offer of covering half of the trim kit cost to fit the cooktop they selected. Our family is tired of the situation and we just wanted to move on and get the cooktop installed as soon as possible. 
  
  2-10 home buyers warranty has provided terrible services and caused my family unnecessary stress and frustration. We will not renew our policy with them. 
  
  Thank you for your assistance
  
  *********************;
  

  
  

  Customer Answer

  Date: 09/21/2022

  As you mentioned in your email, the warranty company offered me a cooktop replacement or a cash payment of $745.41. I accepted their offer of a cooktop replacement. Since then, it has been a big mess. First, they sent the work order to a ****** store in South Carolina where I reside in Spring, *****. After spending with my local Lowe's  store to fix the work order, ****** sent a contractor to perform the measurement to ensure the cooktop **** selected would fit my countertop. The measurement came back and it turned out it will require a trim kit to fit the countertop selected by **** or select a different model. ****** also advised me that there are different models that actually fit and at similar costs. ****** Pro Deck tried to contact **** for 5 days without receiving a response. ****** eventually contacted me and asked me if I can try to contact ****. I called **** on Tuesday, 9/13/2022. After a 2-hour hold (please see attached), I finally reached someone live. Instead of helping to resolve the situation, the representative immediately tried forcing me to take the cash payment which would not be able to cover the cost of any cooktop out there. They said ****'s policy would not select another cooktop that will fit. 
  
  I have been with **** for more than 10 years and I couldn't believe that is the way they treat their customers nowadays. What I don't understand is that selecting another model would not cost them more according to ******, but would take care of their customer. Yet, they chose to let heir customer to continue to suffer from the situation. After 5 months of not being able to cook for my three children, our family continues to suffer from ****'s terrible services. 
  

• Initial Complaint

  Date:08/11/2022

  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 8/7/2022, we filed an incident with **** Home Warranty. ********* plumbing was assigned and sent to our home. We paid our $85 deductible and a quote was sent to **** for the work that needed to be done. There is a leak under the foundation of our home. ********* quoted $1850 to pressure test the pipe and reroute through the attic to prevent having to bust concrete in the middle of our home. **** stated they wanted another quote, which we were good with, yet they never assigned this to anyone else. On the morning of 8/10 I called **** and was told they approved the work at $1850 and would contact *********. That afternoon, I reached out to ********* who had not heard anything from ****. I then called **** again. They stated they forgot to assign this to the company and they would have to get this reapproved. After sitting on hold they came back and said they were not going to approve due to using PEX piping. PEX is the recommended materials now. I inquired about what material they would approve to be able to fix our issue. They said we are not going to look into this any further, we will only cover $500 because they mention PEX. So here we are on day 5 of no water in our home because ****, the company that we pay to cover this that stated we are covered up to $2000 refused to pay. My husband owns a business and if he approves something and later figures out he should not have approved, we eat the cost of the difference. **** charges people every month and then denies claims, when they said they would pay to bust the concrete but not fix it, so we had to find an alternate fix. All we are asking for is that the full $1850 be paid to ********* plumbing so we can have water back in our home.

  

  Business Response

  Date: 08/15/2022

  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 7, 2022, ******************* requested plumbing service. The independent contractor,
  *************************** accepted the dispatch. The contractor reported he would have to run 60' of 1/2" PEX piping thru the attic. You would need to break up concrete to complete the repair.
  
  ******************* Agreement has a dollar limit set forth for Pex piping of $500. Additionally, this is a concrete encased claim, which has a $500 dollar limit. No matter which way you look at it, ******************* has a $500 maximum for this claim. This is specified in the Agreement,page 4, under the Supreme Coverage - Plumbing trade section, which states: Plumbing - Dollar Limits Cost to diagnose, repair, and/or replace: Concrete encased or concealed water, gas, drain, waste, and vent piping leaks or breaks in the plumbing system - $500. Polybutylene piping and PEX Manifold plumbing system -$500. This is less ******************* $85 service fee. Agreement Terms of Service,page 8: I. Payments. (b) Payment will be the lesser of: (3) the applicable Dollar Limit less the Service Fee and costs incurred to diagnose the Failure
  
  Despite what ******************* discussed during a phone conversation with our representative on the authorization amount,the error was caught shortly afterward, and ******************* was informed of the correct amount. **** HBW has honored our obligations as stated in the Agreement and we will not be offering any further payment. We are sorry that we are unable to offer ******************* a better resolution.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17703357
  
  I am rejecting this response because:

   

  As of Friday 8/12/22, **** stated they would be paying $500, which we agreed. We had to pay the full amount to ***************************. My husband called today, 8/16/22, to ensure with ********* that all was taken care of. ********* stated that the claim within their portal was deleted and they cannot bill ****. My husband called **** and was told they would open another work order, this will make 4 different work orders. Upon speaking with **** on Friday, I was given a work order that is no longer visible in my portal as the homeowner. In discussion, I was told this was deleted because it was wrong. At this point, we need for *********** to be paid and the ability to do the right thing. **** should still be paying $415, because we have paid our $85 service fee. What should our next steps be?

  
  
  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.
  
  Our records indicate, on August 16, 2022, **** HBW paid out to the contractor, *************************** $415, under work order *******. If ******************* has any questions, she can contact accounting directly at ************.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/10/2022

  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 6/14/2022 I submitted a claim under my home warranty policy because my air conditioning unit was non-functioning. It took approximately a week for them to get a service contractor to my house, but this was just the beginning of their terrible service. After about 4 visits, it came to light that **** Home Warranty ordered insufficient parts to replace my previous system. On top of that, I had to pay over $1000 to get the replacement system installed. After all this, it is still 80 degrees in my house! The customer service representatives were extremely rude and didn't provide any assistance to this problem. At this point I am looking at having to replace my entire system. What a waste of time and money, after two months and over $1000 I still do not have proper A/C here.

  

  Business Response

  Date: 08/15/2022

  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.
  
  Our records indicate on June 14, 2022, **************** submitted an online request for his air conditioner. The independent contractor, Jtown HVAC accepted the dispatch. On June 21, 2022, the contractor reported this is a 2.5-ton heat pump system; both coils are leaking.**** HBW approved the contractor to replace the indoor evaporator coil and the outdoor condensing unit. On July 19, 2022, the contractor reported the work is complete. **************** set up a recall for the contactor to come back to the home as the air conditioner is still not reaching the desired temperature. On August 10, 2022, a customer advocate spoke to the contractor to discuss their findings from the recall. The contractor reported the tech went out on 8/5/22 and could not find any mechanical failures with the newly installed unit. The advocated called ****************. **************** insists that the contractor installed a system that is too small.
  
  The model numbers determine the size of an air conditioner. Mr. ******* model number of his old Bard air conditioner; 30hp03. The model number of the new ******* air conditioner that the contractor installed; GSZ140301 ****** BTUs = 1 ton. The 30 in the old Bard unit stands for BTUs. ****** BTUs = 2.5 tons. The 30 in the ******* unit =2.5 tons. The contractor installed the same size system that **************** had.
  
  Our records also show that *************** closed on this home in January, this closing Service Agreement went into effect on 1/21/22. This is Mr. ******* first summer in the home. It is possible that his old air conditioner was too small to the home.
  When replacement is necessary,**** HBW is only responsible for replacing a system or appliance that performs the primary function, capacity and efficiency of the item or component being replaced. This is specified under section; 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, capacity and efficiency of the Covered Item or Component being replaced.
  
  Further, if **************** believes the system is too small for his home, the Agreement is not responsible for or addressing capacity issues, as in this instance, increasing the capacity.This is specified in the Agreement Terms of Service, under section; III.Non-Covered Costs  Unless expressly stated as our responsibility in the Agreement, Non-Covered Costs include,without limitation, costs related to: (3) correcting, repairing or replacing a Covered Item and/or Components because of inadequate capacity, manufacturers recall, improper design, improper installation, previous repair or problems caused by alterations or modifications.
  
  We regret, we cannot be of further assistance in this regard as there is no mechanical failure to the air conditioner. **** HBW has fulfilled their obligations as specified in the Service Agreement.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17700032
  
  I am rejecting this response because:contrary to what they claim, my previous unit was perfectly capable of cooling my home. Summer starts in approximately May here in ****- we had plenty of hot days and my old system was able to cool my house until it totally failed. Furthermore, you neglect to address the fact that my old system was R22, which is much more effective at cooling than modern refrigerants are, therefore the size of the unit is irrelevant! I would also like to mention that *********, who I spoke with last Wednesday, was condescending and rude. I expect a full refund of the service fee I paid.
  
  Sincerely,
  
  ***********************