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:08/10/2022

  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 7/15 we filed a ticket stating our ac unit was faulty and needed it serviced. They didnt send anyone out to my house until 8/4/22. They stated they had fixed the issue but noticed Friday we were still having ac issues we filed another order stating our system was still not working. I received an email stating they had dispatched a company I attempted to called **** and was told to call the company that was dispatched by the automative estates. When I called the company they dispatched they refused to come to my house unless they were dispatched by **** though we had an email that they had. Our house was 90+ degrees and had to eventually go out network to get someone to fix our problem. Once we called ***** with hawks heating and cooling was told that our whole outside system would have to get replaced was given a quote of *****. I provided this information to **** and they stated I would only qualify for ***** because I went out of network. Informed them they had give me no choice but to go out of network since the people they dispatched refused to come to my house over the weekend. We have been staying in a hotel since Saturday because we still have no ac working in our home.

  

  Business Response

  Date: 08/11/2022

  The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by Mr. ************** 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 that only one independent network contractor, Action Heating & Cooling had been dispatched.In summary, on July 14, 2022, ****************** submitted an online request for his air conditioner. The independent contractor, Action Heating & Cooling accepted the dispatch. On July 25, 2022, the contractor report was reviewed. The evaporator coil needs to be replaced. The contractor was approved their labor rate to install a **** HBW supplied coil. The coil was ordered for the contractor to pick up locally. The coil had to be transferred in from another branch.The supplier gave an ETA of 8/8/22. However, the coil came in earlier than expected and on August 4, 2022, the contactor reported online, the work is complete.
  
  On August 6, 2022, Mr. ************* contacted us as the air conditioner still does not work. The contractor was sent a recall dispatch to visit the home and evaluate the air conditioner further.
  
  On August 8, 2022, ****************** called in. She said she did not want to use the same contractor. The representative explained that since this is a recall, the same contractor would need to evaluate the air conditioner. Mr. ************* decided to get a contractor out of our network. The step-by-step instructions for using a contractor out of our network were emailed to him. Shortly afterwards, he submitted his contractors quote online, dated 8/7/22. The contractor quote diagnosis: Found compressor grounded Unit is R-22. R22 refrigerant is phased out. Recommend replace with a new condenser to recently replaced evap coil. Can match to coil with a r410a condenser - $6500 totaling. Our cost for the replacement of the condensing unit is approximately $1,400, which is significantly less than his contractors retail cost. While we realize its not the full amount of Mr. ******** contractor quote, it is the full value of the repair if it had been done by a **** HBW Contractor.
  
  **** HBW has network contractors in this area, but ****************** chose to go out of network. When a customer decides to go out of network, for whatever reason, we will only reimburse for eligible repairs based on network pricing. This is specified in the instructions that were emailed to him and in the Agreement which state:
  **** HBW has negotiated rates with parts suppliers and Service Contractors in our network. Your Contractor will likely charge retail rates, which can be much higher for both labor and equipment.If you choose to use Your Contractor despite **** HBW having Service Contractors in your area (e.g., you prefer not to wait for an available appointment with a Service Contractor in our network), **** HBW will only reimburse the amount we would have paid a Service Contractor from our network to complete the repair or replacement with **** HBWsupplied equipment. You will be solely responsible for the difference in price related to the use of Your Contractor.
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ****************** felt during this time. However,delays do occur 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.
  
  ****************** has the option 1) contact us to go back in network or 2) using his contractor and get reimbursed our network pricing. He can let us know either online or calling in. We apologize for any frustration or inconvenience that ****************** may have experienced during the claims handling process.  We value Mr. ******** business, and we look forward to serving his future warranty needs.
  
  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.

  Hey There,I am a customer of **** for a long time but it's been almost 7+ months there was a work order open to fix the Oven, and the Contractor Came to get all information about the parts needed and never came back. Since then contact with **** and the contractor but no help as of yet. On 08-01-2022 I got call from **** management, they apologize and said we delivered the parts to the contractor back in march/April and we are not sure why they don't come to fix it, now we will make sure they come and fix it, no one called me again, so I called contractor on 08-09-2022 and asked them why they did not call me to schedule the visit to fix the issue, again they said we don't have parts and we cant do anything. That is really unprofessional when **** representative is telling you something different than what the contractor is saying.Really frustrated with the situation, it takes me ***** minutes to contact customer service but still, I did not get any help as of yet.Here is the Recall work order details and you can see when it was created.Systems and *************************** Oven, Part of Range Claim Status: Dispatched Accepted Created: 1/22/2022 Service Request Number: ******* This is Recalled Work Order Number.Here are the Original Work ************* Systems and *************************** Oven, Part of Range Claim Status: Pending Completion Created: 1/22/2022 Service Request Number: ******* My Service Agreement (Contract) Number - ********

  

  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.
  
  A customer advocate called the contractor and spoke with *******. He called the tech and found there is a misunderstanding. The technician did receive the parts (hinges) but they were the wrong hinges. The oven tag that displays the model/serial number is not legible. So, the technician ordered the hinges based off photos, that he thought would work. However, they were the wrong hinges. The advocate reviewed Mr. ****** claim history and found the model/serial number from a 2019 claim.The information was passed onto the contractor, so they can order the correct hinges.The contractor normally orders his own parts. On August 15, 2022, a customer advocate called the contractor and was informed the hinges were ordered on 8/11/22 but have not yet come in. Once the hinges are delivered, the contractor will return to the property and complete the repair. It is between ************** and the contractor to schedule.
  
  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: 08/15/2022

   
  Complaint: 17699819
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  Thanks for your feedback, But I don't believe on this anymore, Because that company is really unprofessional, they don't know what they are doing. They first told someone at ****

  office that we don't got the parts, then when as associate from **** gave that company all details about the parts being deliver to them, then they accepted it and said will fix the issue.

   

  Again when I called them, they said we don't get any parts, and now they are saying they got wrong parts, If you really want to fix the issue, I need direct contact from **** office about

  this issue who I can follow up with and a call from that contractor stating that they ordered the parts and will fix my Oven once they receive them.

   

  Can you imagine at your customer service first of all it takes ***** minutes at least to get in touch with someone, and then they are kind of blank on this issue and always told me we

  cant do anything on this, talk to contractor, talk to purchasing etc. Supervisor is not available to talk to you.

   

  Can you imagine a company where **************** representative says we cant contact with purchasing department, you have to do that?

   

  Very frustrating.

   

• 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.

  I have a service warranty with **** and as of today 4 plumbers have been to my home and no resolution. The first two plumbers gave incorrect diagnoses to my issue and finally another plumber came out and cut a hole in my ceiling. He then declined the job from **** and another plumber was assigned after multiple calls to **** requesting a resolution. Finally, another plumber came out and insisted on cutting a larger hole in my ceiling and a second hole in my secondary bathroom to get to the issue. He never returned. I called **** requesting a supervisor to which I was told I would get an email and someone would call me back. I never got a call back, so I called again and refused to hang up until a supervisor would get on the phone. She finally called the plumbing company and someone from that company called while I was on with her. I conferenced him in and he assured me someone would be at my house today (8/10). I called him to check status to learn there front office would be declining the job due to not having the man power to take the job. I am now holding once again begging to speak to a supervisor to resolve my issue and getting push back and no resolution. I have had this issue for over a month now. This is now a safety concern as I have holes in my ceiling and bathroom. An easy access point for rodants to get into my home. The biggest insult to injury is I refer my clients to **** religiously and I am unable to get a resolution for my issue. I even reached out to the account rep in my area and he never responded to my email. Assuming since it wasn't a sales request it didn't **** a response.

  

  Business Response

  Date: 08/11/2022

  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.
  
  Concerning coverage. Ms. ******** Agreement has a dollar limit set forth for all concealed plumbing repairs of $500. This is specified in the Agreement Plumbing Trade section;
   Dollar ****************** Agreement: Costs to diagnose, repair and/or replace - Concealed/concrete encased water, gas,
  drain,waste, vent piping, leaks and breaks in the plumbing system .................... $500
  The Agreement does not cover access or patching, walls ceilings, floors, etc. This is specified in the Agreement Terms of Service, section: III. Non-Covered Costs. Unless expressly stated as our responsibility in the Agreement,Non-Covered Costs include, without limitation, costs related to:.. (2)accessing Covered Items.
  
  Our records indicate on July 8, 2022, ****************** submitted an online Plumbing request. The independent contractor,A & G ****** Services reported there is a small leak under the bathroom sink,in the bathroom on the second floor. Would need to open ceiling below to locate lake. However, this is an older building, per code, the home needs to be checked for asbestos. The representative advised that the Agreement does not cover to check for asbestos. ****************** understood. On July 14, 2022, **************** advised the rep that 2 years ago, she had tests done that cleared her of asbestos. Another independent contractor, ********** Services was dispatched.On July 23, 2022, the contractor reported; Copper piping in ceiling below bathtub must be replaced due to leak when shower is in use. The contractor was approved $225 to make the repair. On July 28, 2022, the contractor declined the job online, reporting; need a contactor that works with galvanized seal material piping as it needs to be replaced under the shower. Independent contractor,**** Co Plumbing was dispatched.
  
  On August 5, 2022, ****************** called in and said the contractor wants to charge her to cut holes in the drywall. A customer advocate explained that the Agreement does not cover access.On August 10, 2022, a customer advocate located a contactor, Hers and His Plumbing. On August 11, 2022. The contractor reported online, the work has been completed.
  
  When a contractor cannot do a job for whatever reason, this is a condition that is beyond our control as we are each separate operating companies. As in this instance, a contractor concerned about asbestos, another contractor not qualified to work on galvanized piping. 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.
  
  We do understand ****************** concern about the holes. Unfortunately, her Agreement does not cover to access or patch to holes. This would be a homeowner cost. 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: 08/15/2022

   
  Complaint: 17699589
  
  I am rejecting this response because: On July 8, your independent contractor wrote the issue up incorrectly. The sink had nothing to do with the leak. On August 5, 2022 I allowed the next plumber to cut the TWO additional holes requested. After which he did not fix the problem, but billed me. On August 11, 2022 I told the plumber SEVERAL times what needed to be done with this job and he insisted the issue was a matter of corking. He did NOT replace the piping in the ceiling however, marked the job complete. My ceiling is still experiencing a leak. Hers & His has now advised that I have to call you all yet again to request they come out. They informed me the techician is actually no longer with them (shocker) so they'd have to send someone else once the work order is issued. So now as I hold for the next hour to get on the phone with you all yet again,  I have to then explain this issue to another plumber in hopes my issue is finally resolved. 

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

  

  Business Response

  Date: 08/26/2022

  Our records indicate on August 12, 2022, a supervisor left a voice message at the ******* residence. ***************** can go to her **** HBW online portal and set up a recall for the contractor. This is the preferred method of contact, especially during the summer months when our call centers are currently experiences a large amount of HVAC calls.
  
  There was some confusion as ****************** set up 2 plumbing claims. The contractor, Hers and His reported the work was complete under work order ******* for Plumbing. Today, on August 26, 2022,under ****************** concealed claim, w/o *******, a customer advocate spoke to *****************. She stated the contractor is supposed to come out tomorrow, but she wants to make sure that the contractor addresses the correct issue. The advocate contacted the contractor to make sure they address the correct issue.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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.

  The home I purchased on 8/1/2021 came with a home warranty through **** Home Buyers' Warranty which was valid for 1 year (expired on 7/29/2022). Of note, this company warrantied a home 20+ year-old home with two of three original ** units. On May 19, 2022, my upstairs ** unit ceased to function, and I placed a claim via the website. The company to whom the claim was routed was unable to have anyone evaluate the problem until the following Monday (5/22/22). While waiting for this company to evaluate the issue, I had two other companies come out and assess the unit. While they were here, I asked them to check the first floor unit as well which did not seem to be compensating appropriately. The first company stated the upstairs unit was beyond repair, and unfortunately, the first floor unit was actually frozen, a health hazard, and unable to repair as well. The second company concurred. Rather than spending an additional $100 for the third company (that with the warranty company) to say the same or lie (to save the warranty company money), I asked them solely for a quote to replace the two units. I was without ** for two weeks in Georgia while awaiting quotes and financing. The company I chose was not with the warranty company - this I knew; however, they were ~$5k lower than the others with great reviews. The ** company contracted with **** told me they could replace and I could pay them, and they would gradually send invoices to **** so that I could get reimbursed- which told me they were just dishonest! I paid $15,500, and filed the paperwork with **** for reimbursement on 6/9/2022. Now, two months later, multiple calls, HOURS waiting on hold and being transferred until the company literally closed and the call was ended by them, I have NO answers, not one ***** reimbursement, absolutely nothing but multiple emails asking me to renew my warranty! I just want reimbursement for ** units I had to replace on a home THEY warrantied!

  

  Business Response

  Date: 08/10/2022

  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 May 19, 2022, ****************** submitted an online request for service on her upstairs air conditioner. The independent contractor, B & L Heating & Air accepted the dispatch. On May 20, 2022, ****************** called in because she wanted someone to come out today. The network contractor could service on Monday 5/23/22. The representive explained to ****************** that the claim was just submitted. ****************** disconnected the call.  
  
  On June 7, 2022, ****************** called in because she had 2 AC systems replaced. ****************** had the work done outside of the warranty without our knowledge or approval. Just like any warranty company, our Service Agreement states a very firm requirement that we must be notified up front prior to repairs being completed and we will not offer any payment if a customer contacts us after repairs are completed. This is specified in the Agreement under section.
  
  Who Repairs And Replaces The Covered Items?
  We have relationships with a network of Contractors
  across the country (Service Contractors). When
  you report a Failure, we will dispatch a local Service
  Contractor. If no Service Contractor is available, we
  may ask you to select a Contractor (Your Contractor)
  to work with us. You may also request to use Your
  Contractor if, for example,you do not want to wait for
  an available appointment with a Service Contractor.
  However, you will then be responsible for the difference
  in costs between what we would have paid a Service
  Contractor and the expense of using Your Contractor.
  Regardless of whether we work with Your Contractor
  or a Service Contractor, we must be able to review
  the Contractors detailed diagnosis and estimate to
  determine the scope and eligibility of the Failure and
  the appropriate response. If we authorize use of Your
  Contractor, we will provide you instructions on how
  to receive Service, which you must follow to receive
  reimbursement. You will not receive reimbursement
  and will remain solely responsible for every cost arising
  from any work, services or equipment any contractor,
  company or individual performs or provides without our
  prior express authorization,even for Covered Items that
  would otherwise be eligible for Service.
  
  The network contractors were ready and able to service ****************** in a timeframe consistent with the busy season but she chose to use her own contractor. ****************** claim is denied as she did not receive prior approval. We regret, we cannot be of further assistance in this regard. Our denial of Ms. ******** claim is appropriate, and in line with the Agreement.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17695720
  
  I am rejecting this response because:  I requested instructions on how to use a different contractor and was told I had to use their contractor.  I did have their contractor come out and give an estimate for the job; however, it was around five thousand dollars more.  Moreover, their contractor blatantly told me that **** was not going to pay for two new units as that's not "how warranty companies work".  Their contractor from B&L went further to say that I could replace them and he could submit various repairs to **** until the price was recouped.  Now, any contractor that says this: 1- knows "how warranty companies work" and 2- is not trustworthy.  Additionally, it was during the two weeks without AC that I attempted to get **** to give me a different contractor or instructions on how to have my own contractor complete this work.  However, given it was **** in Georgia, I could not wait any further and had to have these fixed ASAP by a trustworthy company.  I received no instructions, and this information was not found on their website nor could I request a different contractor.  Furthermore, I never expected a warranty company to reimburse all of it.  That said, they should have reimbursed at least part of it as the assumed the warranty.  As they are not, I have made sure that my realtor and his company are aware of the poor service they are offering and suggested seeking a different company versus offering the cash to the buyer as this warranty was not worth the paper it was written on.

   

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

• Initial Complaint

  Date:08/09/2022

  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.

  ** Service request submitted via their website portal system on 6/3/2022. Their contractor came to my residence on 6/9/2022. Today is 8/9/2022 and there has been no contact about when the ** unit will be repaired. Part of the policy states if they cannot repair an appliance then they will replace it. I have asked them to honor this part of the policy and they have refused.

  

  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.
  
  Our records indicate on June 6,2022, ************** submitted an online request for his air conditioner. The independent contractor, *****'s Heating and Air accepted the dispatch. On June 17, 2022, the contractor report was reviewed. This is a Trane heat pump system.The *** at the *** evaporator coil is leaking. The evaporator coil is located inside the air handler. The contractor was approved to replace the **** The contractor orders their own parts. This part can only be acquired from Trane. A *** is a minor component that meters the amount of refrigerant sprayed into the evaporator coil. Most manufacturers, such as Goodman, Carrier, and Lennox, the ***s can be universal and are readily available. However, A Trane *** must be Original Equipment Manufacturer (***) part.  This means that the identical part must be used as a ************* would not be compatible. On July 1, 2022, ************** notified us because the work has not been completed. The representative called the contractor. He informed us that he ordered the part on 6/14/22, however, according to *****, this is a special-order/backorder part.  Essentially the manufacturer must build it when it was ordered. As soon as it arrives, he will call to schedule the install. On August 5, 2022, the contractor still had not received the Trane **** This was sent to our parts research to see if we can get the *** any sooner from Trane. ***** preferred method of contact is email to their support team. The first email sent to them, on 8/5/22, ***** did not respond. On 8/10/22 a follow-up email was sent to Trane. ***** responded with a quote for the coil, not the **** Parts responded that we need the ***,not the coil. On 8/18/2022, ***** responded with the quote for the *** and gave a preliminary ETA of 8/23/22 to be shipped to the contractors shop. The part was immediately ordered.  Once the contractor receives the part, he will return to the property to complete the repair. It is between the contractor and ************** to schedule.
  
  The network contractors and suppliers that **** HBW utilizes are independently owned and operated. We are each separate operating companies. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but we cannot control the actions of such third parties including, but not limited to the delayed response times or backordered parts by suppliers. If the part were readily available,the repair would have been completed, however it is not readily available. These delays 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.
  
  Our Agreement does not state; if we cannot repair an appliance then they will replace it. In fact, it states in the Agreement Terms of Service, section; I. Payments. (a) We may, at our sole discretion, offer money to resolve a claim (Payment), for example, when:(3) a necessary part, item, material or chemical (Component)or Contractor is not reasonably available. (b) Payment will be the lesser of: (2)the amount we would have paid a Service Contractor to remedy the Failure.
  
  We apologize for any frustration or inconvenience that ************** may have experienced due to the delay in the claims handling process.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/09/2022

  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 filed a work order under my home warranty on June 13th. The heating and air company was dispatched and the patched the air conditioner up but the air went back out within a few hours. Company was dispatched out again and this time told the company my unit needed to be replaced. The first order of parts were supposed to arrive the first week in July. My air still isn't fixed. I've called every week and they say parts have been ordered but they haven't. My six year old has spent her summer in a house with no air conditioning.

  

  Business Response

  Date: 08/10/2022

  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 certainly empathize with the discomfort *************** and her family has felt during this time of the repair. However, our ************ Agreement is there to get systems and appliances back to running condition by performing a repair when one is possible/practical. When a contractor reports only one or two components have failed, then we will proceed with repairs. Compounding the fact delays occur due to 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.
  
  After some shipping delays, parts not received and incorrect part order, a supervisor re-evaluated repairs vs replacement and determined we will move forward with the replacement of the air conditioner. The equipment has been ordered to be shipped to the contractors shop with an eta of 8/18/22. Once the contractor receives the equipment, he will return to the property to complete the replacement. It is between *************** 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 her*future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 trying to get **** Home Warranty to repair my covered air conditioning for 2 months and 4 days with no resolution yet. One customer service rep can't seem to read what the other customer service rep is supposed to be doing. The repair was requested on June 3, 2022 and was denied June 10, 2022. **** later called back and said the repair was denied in error. I have spent since early June to August 8, trying to get **** to order the part (which they said was done on July 27, but after 2 additional phone calls it was disclosed the part was not ordered), to give me a date with the part would arrive, after I was told twice I would have to wait 3-5 days, which is now **** days because the part was never ordered. Despite the fact that I said it is over 100 degrees outside, the customer service rep said by **** standards, that is not an emergency. I am not asking for emergency service, I am asking for service of some sort, any sort. Just repair the system that I have paid every month to be covered. This is by far the worse service I have every seen. They are clueless at every turn. 2 months, 4 days, and counting and nothing is resolved yet.

  

  Business Response

  Date: 08/10/2022

  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 3, 2022, **************** submitted an online request for her air conditioner at the property on Unadilla Ave. The contractor reported this is a **** system and the compressor has shorted to ground. Ms. ******* claim was denied because her AC is a **** ductless system. The Agreement only covers centrally ducted systems.This is specified in the Agreement Air Conditioning and heat Pump trade section;
  Air Conditioner and Heat Pump
  Covered - One (1) centrally ducted refrigeration system, and associated heat pump
  On July 25, 2022, a supervisor determined we would provide coverage. The **** unit was ordered with an ETA of 8/13/22, for the contractor to pick the unit up locally.
  
  We apologize for any frustration or inconvenience that **************** may have experienced during the delay in the claims handling process. The majority of the delay was determining if we would provide coverage. We value Ms. ******* business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17690377

  I am rejecting this response because:
  
  This issue has not been resolved and is still ongoing. 
  
  Per the Office of the President ** took almost 2 months and several phone calls (at least 2-3 calls per week) for them to make a determination the item was covered and another 2 weeks and constant phones for the part to get ordered. Today, 8/12/2022,I called the United Refrigerant to confirm the part had been ordered. They said the part was indeed ordered but was on backorder and would not be received for at least 2-3 months.  After another hour on hold with **** to give them this information, I was told by **** I had to wait un the stated pick-up date of August 13, (which falls on a Saturday and United is closed on Saturday) and then they would have to call United to confirm the air conditioner was not available. Why couldn't they call while I was on the phone, now I have to wait until August 15, for them to verify the information. Once verified, the situation would be 'escalated'. 

  I am quickly approaching 3 months with this issue unresolved and **** has no sense of urgency to get this resolved. Just me calling every other day, no follow-up or call back, no verification of what they've done, nothing. Only massive frustration on my par and a house that is over 90 degrees inside.

  I this point, I will be forced to purchase the air conditioner myself, pay out of pocket, and hope I don't get the same runaround trying to get reimbursed from ****. 
  

   

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

  

  Business Response

  Date: 08/25/2022

  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 15, 2022, we confirmed that the **** system was on backorder. **************** was advised if she did not want to wait she can take the cash out. **************** accepted the cash out.
  
  **** HBW is not responsible for delays, such as backordered parts from a third party, as this is 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. **************** should also know that during the peaks of summer, and temps remain high, we have found many of the **** suppliers are reporting a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of **** equipment nationwide
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/08/2022

  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.

  I purchased a **** buyer warranty for my home appliances on 6/24/2022. On 7/29/22 my washing machine quit working in mid cycle. I called for service. I was given the number of a service provider which was closed until Monday. On Monday I contacted that service provider who told me that they would not come out to my house unless a I paid for everything on the spot including parts and labor. They then told me they were not coming. I spent hours on the phone with this and **** to no avail so, on 8/1/22 I sent an email cancelling my contract and asking for my ******* back. They told me they would keep 50 dollars. I asked them why since this contract is not suitable for it's intended purpose. I called the accounting department on 8/08/22 and I spoke with ****. I asked them where my money is because I have to buy a washing machine. He told me that they wanted to keep 100 dollars and If I wanted my money back they would have to do a review and it would take more than 30 days. I think this whole thing is a scam and I do want all of my money back but I don't think it should take another minute to get it and I think I should get all of it back because when I tried to use the warranty I found out it was just a scam. I did file a dispute with my credit card company.

  

  Business Response

  Date: 08/09/2022

  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 are sorry ****************** experience with her washer claim, led her to cancel her Agreement. ****************** Agreement was cancelled as stated in section F of her Agreement, which states: If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17687086
  
  I am rejecting this response because:

   

  This service is basically nonfunctional and thus they solicited and acquired my money under false pretenses. It functions more like a scam and, therefore, I feel that I am entitled to a full return of all monies paid because their services are not suitable for their expressed intended purposes and thus functions as a rip-off mechanism preying on unsuspecting people.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/15/2022

  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 would refer ****************** to our previous response in which we indicated the Agreement was cancelled as stated in section F of her Agreement, which states: If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s), any other unpaid charges
  
  We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. **** HBW has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17687086
  
  I am rejecting this response because: I spoke with an employee at **** and they agreed to refund me the full amount of the amount in question. When I receive the refund I will be able to dismiss this complaint. The employee was very helpful and is an asset to the company. She made me feel like a valued customer. Thanks ****, you are the best.
  
  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.
  ****************** filed a chargeback on Aug. 9th with her credit card company. As we have not contested this chargeback, ****************** will need to direct all further inquiries to her credit card company. This matter is closed.
  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:08/06/2022

  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 call every summer about air not working. Every year they send out the same guy who tries different things but the air still don't work. This time I asked for a second company. Wasn't suppose to pay a second fee per 210 but when the company got here they asked for a copay .so paid $85 twice although I wasn't supposed. Yo..****** and initially they told me they would reimburse..Well all this started in June its now August and its over 100 degrees in the house..My husband have health issues and breathing issues which are now exacerbated because of the heat. Not to mention they told me the cost would be 400 then 600 now a whopping *******..not sure why have a home warranty if they don't cover nothing..wish they could give me all my premiums back so I can go with a new company to get air..we are absolutely miserable..********* has been under a heat advisory the last month. If something happens to us I pray our family sues the h*** out of this company seriously.

  

  Business Response

  Date: 08/08/2022

  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 out-of-pocket costs did increase. Our records indicate the independent contractor, Right 1 Heating and Cooling reported the condensing coil is leaking and not repairable. The entire outdoor condensing unit needs to be replaced. Also the inside evaporator coil would also have to be replaced for compatibility. ************** does not have compatibility coverage, meaning she is responsible for the evaporator coil and associated cost replacing it. On July 29, 2022, ************** accepted the charges, and the condensing unit was ordered for the contractor to pick up locally with an eta of 8/3/22. On August 8, 2022, a supervisor called ************** and left a voice message. If the contractor has not scheduled with ************** to install the air conditioner,we ask her to contact the contractor, as scheduling is a condition that is beyond our control. For her convenience, the contractors phone number ************.
  
  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 of eligible systems and appliance only.  The Agreement does not replace responsibility of homeownership. If ************** is worried about his family's well-being during the time of repair, we suggest she do what she needs to, to get her family out of harm's way, such as the purchase of portable air conditioners or window units. As **** HBW is not responsible for this expense. This is specified in the Agreement Terms of Service, in caps, under section; IV.Exclusions; Liability Limits (f) IN NO EVENT SHALL WE BE LIABLE FOR ANY INDIRECT, SPECIAL, PUNITIVE OR CONSEQUENTIAL DAMAGES OF ANY KIND SUFFERED BY YOU OR ANY THIRD PARTY, FOR EXAMPLE, LOST PROFITS, BUSINESS INTERRUPTIONS OR OTHER ECONOMIC LOSS RELATED TO THIS AGREEMENT OR THE SERVICE. WE SHALL NOT BE LIABLE FOR ANY DAMAGES RELATED TO (1) COST OF PROCUREMENT OF SUBSTITUTE SERVICE; (2) ANY LOSSES, LIABILITIES OR CLAIMS INCURRED OR ARISING IN CONNECTION WITH THE USE OR PROVISION BY YOU OF SERVICE; OR (3) THE ACTS OR OMISSIONS OF YOU OR YOUR AGENTS, INSURERS OR CONTRACTORS.
  
  We apologize for any frustration or inconvenience that ************** may have experienced during the delay in the claims handling process.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/08/2022

  Hello, Nobody has contacted me on August 8th. Nobody has contacted me about reimbursing me the second $85. I have left FIVE messages for Right One Hearing and Cooling. After 2 hours I reached someone at 210 Warranty. They said they would have someone call me. Im not sure if they just make fraudulent notes in the system but no one has called. My complaint is they should have replaced my air last summer.I had the exact same problem..PLEASE CALL ME TO RESOLVE MATTER. IT IS EXTREMELY HOT IN MY HOUSE..b> 
  Complaint: 17682520
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/16/2022

  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 2 phone numbers for **************. A supervisor tried 3 separate times to contract her. The first phone is not valid, you get an error message. The second number, the same number that the BBB has on file was called 3 times, each time the supervisor got a voice mail. She left voice message with numbers to call.
  
  A contractor relations advocate has spoken to the contractor. He advised he has picked up the equipment and he is committed to installing the system on Thursday or Friday. The advocate called ************** and left a voice message.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/05/2022

  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.

  I submitted a homebuyers warranty claim for my malfunctioning washing machine on 6/12/2022. After a week of not hearing anything from the assigned contractor, I requested it be reassigned, and it was then handed over to ************ Services. The provider came the on 6/21, determined additional parts were needed and then did not contact me again to discuss. The contractor did not speak to me again for several days, and after promising to come out, cancelled on me several times, stating he was "too busy". I then escalated the repair claim, which was assigned. Someone did reach me the next day after I escalated it, however I haven't been able to speak to them since. The contractor came out another time eventually, still the parts weren't sufficient, until finally he stated a full replacement was needed due to it costing too much. He stated he would contact the warranty company to advise them. Another two weeks went by. I attempted to contact **** HBW and was put on hold for over 2 hours, multiple times over the span of weeks. The contractor then called me on 8/3 to tell me he had found a motor for the washing machine and would be out in the next few days. Today is Friday, 8/5, it has been nearly 8 weeks. Minimal contact from the contractor, misinformation, lack of customer support from **** HBW, and lack of support from their "escalation" team. The online portal has minimal information, and the contractor communicates very poorly. I have been washing my clothes in the bathtub for the last 7 weeks. I understand there are supply chain issues, I am looking for assistance in communication, apology from ************************* finally replacing this washing machine.

  

  Business Response

  Date: 08/11/2022

  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.
  
  On June 21, 2022, we approved the independent contractor, ************ Services to make the repair of the washer, with them supplying the parts. ************************ called in because she stated the contractor attempted to make the repair, but it did not work. The tech told her it needs to be replaced. There were numerous attempts to get a hold of the contractor to confirm if the washer needs to be replaced, but they have been unresponsive. We have another contractor in the area; however, they were booked and could not service in a timely manner. At that time, determination was made to research unit replacement. An email will be sent to ************************,including instructions, with the option to 1) replace her washer with a GE model GTW490ACJWS, white, 4.4 cu ft, 13 cycle or 2) provide her with cash in lieu of replacement $550 totaling.
  
  The contractors we utilize are independently owned and operated. We are each separate operating companies. If they become unresponsive, this is their decision and 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. The contractor has been sent to our contractor relations manager to review and address this matter.
  
  We apologize for any frustration or inconvenience that ************************ may have experienced during the claims handling process.  We value Ms. *********** business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/11/2022

   
  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,
  
  *********************************