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:08/05/2022

  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 7/30/22 our AC unit stopped working and I filed a service request online to have a tech come out to diagnose the issue. The service tech suggested since it was an emergency (a heat wave with our house getting hot and our toddler having a fever at the time) that we contact a private contractor. We did and they stated that it would take just as long and cost more money to get the part we needed so we should reopen the claim with 210 Homebuyers Warranty. They have no one available to answer calls on the weekend and no way to open another claim online so we had to wait until Monday 8/1/22 to get our claim opened. It then took them two days and multiple phone calls (with hours of being on hold) of myself and the contractor assigned to our request to say they ordered the part. I received a text from an unrecognized number on 8/2/22 saying I had an appointment for my repair on 8/8/2022. When I asked the contractor if that was the case, he told me he had no idea what that appointment was, and that he cant set an appointment until he has the part in. When we called and asked 210 for an ETA (we had to evacuate our home due to extreme heat and take time off of work to do so) after another 2 hour hold they said we could track the parts shipping in the portal. There is no way to do so. We called back today 8/5/22 and were placed on another 30 minute hold to be told that they dont know why the other representative said that because its not true, and theres nothing they can do, that we can see in the portal when the part is here. They then hung up on us and we are now in the midst of another 30 minute hold. The customer service is extremely lacking and meanwhile the integrity of my home and appliances are all at risk from the heat and humidity due to no air conditioning, and we have been put through physical and emotional discomfort due to their lack of urgency and availability.

  

  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 ********************** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  Our records indicate on July 30,2022, ******************** submitted an online request for her air conditioner. The independent contractor, Staunton River Construction was dispatched. On August 2,2022, ******************** called and let us know the contractor had already been to the home to diagnose. The representative called the contractor. The contractor said he was not able to get a hold of authorizations to discuss. The representive asked him, why he is not using his **** HBW contractor portal to submit the diagnosis.He said that he would need to discuss with authorizations verbally. The contractor then reported the blower motor needs to be replaced. The contractor was approved their labor rate to install a **** HBW supplied Carrier blower motor. The contractor only has a residential address and Carrier will not ship to a residential address. The motor was ordered with an ETA of 8/8/22 for the contractor to pick up locally.  On 8/8/22,Carrier informed us the part is ready for pickup. We called the contractor to let him know the part is ready for pickup. It is between ******************** and the contractor to schedule a time to complete the repair as scheduling is a condition that is beyond our control.
  
  We understand ******************** feels the claim process for her air conditioner is lengthy and we certainly empathize with the discomfort ******************** felt during this time. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but during the peaks of summer, when temperatures rise sharply, the volume of HVAC calls increases substantially. The service contractor schedules spike and not always able to service as quickly as a customer would like. Our parts research will have a backlog on locating and ordering parts. The supply houses experience a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of HVAC equipment nationwide. 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 ********************** experience with trying to get a hold of us. Due to the current volume of HVAC service calls, our call centers are 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:08/05/2022

  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.

  The most recent and ongoing claim information is below. This one is for the ***** Extremely slow response times, long hold times (2 hours+). It's been over 90 degrees every day for the last two weeks and even with calling them repeatedly, the earliest it might be resolved is next week. The same occurred last year at this same time. I have also experienced similar issues with plumbing repairs that were never successfully resolved and had to be completed by paying out of pocket. Another time the contractor needed to cut out drywall to get to the pipe and left my ceiling wide open, which I also had to pay out of pocket to repair. I increased my coverage on all services in order to hopefully improve the process, but now I'm just paying way more and it's the same experience. All I want is my current repair requests to be completed and to be released from this contract so I can find a homeowner's warranty that provides quality service.Contract Number: ******** Created: 7/23/2022 Service Request Number: ******* Coverage - Washer and Dryer $66.67, Supreme Coverage $144.00, Septic System $48.00, Extended Pipe Leak $60.00, Well Pump $84.00

  

  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 ************************************ Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  Our records indicate on July 23, 2022, ************************* submitted an online request for her air conditioner. The independent contractor, ************************ & Electric accepted the dispatch. On July 26, 2022, the contractor reported online the compressor has shorted to ground. The contractor was approved their labor rate to install a **** HBW supplied compressor. The compressor was ordered but the supplier, Aarco had not given us an ETA. After this notice was received, a customer advocated called the supplier. The supplier advised the compressor was shipped to the contractors shop on 8/3/22. The contractor will return to the property once he receives the compressor. It is between ************************* and the contractor to schedule.
  
  Regarding Mrs. *********** request to cancel her Agreement, we are sorry, her experiences has led her to this decision. ************************* can request cancellation as instructed within the Agreement Terms of Service, page 8, which states under section; VI. Ending This Agreement. (a) You may cancel this Agreement by calling ************ (c) If the Agreement is canceled,
  you remain liable to each Contractor for any outstanding expenses that are your responsibility under this Agreement. (d) Unless otherwise provided in Section IX for your state, (1) a $75 administrative fee applies to cancelation and (2) based on the date cancelation takes effect, you will receive a pro rata refund of the Price paid,less our claims expense and any fees you owe, unless our claims expense plus any fees you owe exceed the Price, in which case you will remain liable to us for the full Price. She can also email her cancellation to **********************.
  
  We apologize for Mrs.*********** experience with trying to get a hold of us. Due to the 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. **** 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.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/05/2022

  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 home warranty with **** Home Buyers. The service agreement includes coverage for the air conditioning system. During the month of June and July, we had been experiencing intermittent loss of air conditioning. I submitted a request on 06/14/2022 to **** Home Buyers for service on our air conditioning unit. I also submitted another request on 07/21/2022, for the same reason. No action was taken by either contractor, and the first request indicated that service contractor was "unavailable." (See the attached screen shot.) We followed up with the 2nd contractor by phone who informed us that his company is in ******* and does not service the Midland area. In response, I filed an escalated claim on 07/28/2022 to notify the home warranty company that we had no yet received service and continue to need assistance. In the meanwhile, my husband took to measures to keep us safe, given the extreme heat. He purchased a window unit, and we all slept in the master bedroom together. We have 2 small children, and I am 7 months pregnant. My husband also works from home, and when he was unable to tolerate the heat in his office, he purchase a 2nd window unit. In all, we have spent approximately $1300 on 2 window AC units and a service repair fee. The service repair fee (see attachment) is from ******* Heating and Air, who we paid personally to come fix our AC on 08/02/2022, because even after having submitted the escalated claim form to **** Home Buyers, we had received no phone call or email to assist us. At this time, given the complete failure of **** Home Buyers to hold up their service agreement, I would like to request the following as a resolution;- Reimbursement for months of June and July contract fee of $83.22/month - Reimbursement of the cost of ******* Heating and Air contracting fee (parts & labor) of $525.26 Time is money, and this issue with ****HBW has cost my husband and I a great deal. Thank you for your assistance in the matter.

  

  Business Response

  Date: 08/09/2022

  ********** of the ********* 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 5, 2022, *************** submitted a paid invoice, dated 8/2/22 by her contractor showing the work is complete. She was reimbursed the full value of the repair less her service fee.
  
  During the peaks of summer when temperatures rise sharply in an area, the independent network contractors will experience an unusually high volume of calls, they become booked and are not always able to provide the immediate service that the customer is requesting. We understand how frustrating it can be without a functioning air conditioner, however there are certain situations that cause delays, such as contractor delays due to increase temperature+, 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.
  
  *************** is requesting reimbursement for expenses that are not covered under the Agreement. This *************** Agreement is intended to provide reasonable and affordable repair cost of mechanical breakdown of covered Eligible Equipment in your home due to normal wear and tear only. The Agreement does not provide for any type of financial restitution. This is specified in the Agreement Terms of Service, 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.
  
  We regret we cannot be of further assistance in this regard. **** HBW has fulfilled their obligations as specified in the Agreement Terms of Service. We apologize for any frustration or inconvenience that *************** may have experienced due to the delay in the claims handling process.  We value ***************** business, and we look forward to serving her future warranty needs.
  
  Sincerely
  Office of the *********
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17676032
  
  I am rejecting this response because:
  

  Home Buyers Warranty legally agree to provide a contractor.  They did not provide a contractor.  I have submitted evidence of failure on their part to uphold their contract agreement to provide a contractor.  I expect to be refunded for the contract fees pain for the months of July and August. 

  
  Sincerely,
  
  ***************************** (fka *****)

• Initial Complaint

  Date:08/04/2022

  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 3/26 I placed a service request regarding my fridge. It had issues with freezing on the fridge part from the back and not cooling anything on the front, it had air leak from the side of the doors, and water leaking from the bottom. After this, the company **** assigned premier services of ******** to complete the job. ******* told me that the reason why this is happening is because the door seals were failing. After premier replaced the seal I noticed that it wasnt sitting correctly and the rubber was coming off from the door, but the contractor assured me that in two weeks or so it would fix itself. After a while the issue persisted and I decided to contact ****, and to have someone else come and look at issue since the contractor from premier was not responding to calls or text messages from me or from ****. ****, suggested that I find an OON provider to provide with a diagnosis so they could approve to fix the mess that premier had created.Once the OON provider gave the diagnosis and I submitted to ****, it was denied because it seemed the issue with the refrigerator was not covered under the policy. The diagnosis that the OON provider gave was that the gasket (seal/rubber) was not sitting on the fridge properly. Given the diagnosis it can be said that both contractors reported the same issue; otherwise the seal wouldnt have been replaced.I understand if the issue isnt covered under the policy, but Im confused based on the fact that the original service request was approved by **** and they even allowed the contractor from premier to replace the seal. I have contacted **** over 6 times with promise of call or email but there hasnt been a response. At this point all I want is a working refrigerator.

  

  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 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 April 5, 2022, the independent network contractor, *************** reported that door seal has torn, which is allowing cold air out. The contractor was approved to replace the seal. On May 9, 2022, ************ let us know that the refrigerator is still leaking cold air. We were not able to get a hold of Premier and there were no other contractors that could service in a timely manner. Consequently,we asked ************ to locate a contractor out of our network.  His contractor report shows; Tested found that freezer and fresh food door both are warped. Which is not allowing the gasket to sit properly which is causing an air leak. Our inhouse appliance expert reviewed the contractors findings. The failure of the inner door panel or liner and this portion of any refrigerator is part of the interior thermal shell of the unit. Structural integrity of any refrigerator door comes when the inner door panel/liner is attached to the outer door skin. Mr. ***** refrigerator claim was denied as the Agreement excludes the interior thermal shell. This is specified in the Agreement Appliance trade section, under: Appliances Excluded - ; interior thermal shells.
  
  It is evident, the first contractor, Premier thought replacing the seal would have stopped the cold air from exiting the refrigerator and most likely did not catch that the refrigerator door was warped. Just because we allowed the contractor to replace the seal,does not mean we would replace Mr. ***** refrigerator due to the misdiagnosis.
  
  We regret, we cannot be of further assistance in this regard as we are not responsible for replacing Mr.***** ************* Our denial of Mr. ***** claim was appropriate, and in line with the Agreement. We apologize for Mr. ***** experience with trying to get a hold of us. Due to the 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: 08/14/2022

  Complaint: 17674933
  

  
  I am rejecting this response because:

  I certainly understand.
  But now I need clarification on some matters 
  1) if not on the policy why did you make the decision to fix something that clearly wasnt covered .
  
  2) why are you insinuating I want a new fridge. Per noted what I want is for someone to fix the issue the contractor you hire created.
  
  We attempted to get our own contractor because premier was unresponsive per your companies suggestion. We were notified that since the issue was created by premier (**** contractor) it would be covered but once the *** claim was submitted it was denied. The response that we received was that it was reports fault and we should take up with them however we cant get ahold of them neither can you. 
  now, whose responsibility is it to fix this issue . 

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

• Initial Complaint

  Date:08/04/2022

  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.

  The full explanation is attached in a PDF (labeled BBB Complaint: **** Home Warranty)Bullet points:**** Home Warranty provided two service providers who, when contacted, informed me that they either do not have an affiliation with ****, do not work with home warranty companies or no longer work with **** home warranty.Differences in timezones, long wait times, no call backs during an emergency requested service.The claims rep would only pay $300 of the $726 because "their techs would have been for only $205." I explained that they had no person to provide us and we did not turn any of their preferred service providers down. They had no providers to service our request.please review the attached PDF for the full explanation including dates and outcomes

  

  Business Response

  Date: 08/05/2022

  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.
  
  **************** air conditioner is under manufacturers warranty. He states in his complaint; The Unit went out again on 7/15/2022 we called *************** and another tech looked at the unit and stated that we would need a new motor. This was Friday at 4:30pm. He gave us two options:
  A. Wait until Tuesday and the motor would be for free under manufacturer warranty and we
  would just have to pay for labor, $123.60
  B. Get it repaired by Saturday and pay $726 for the motor, $588, and $123.60 for the labor
  with a $15 local surcharge.
  
  We certainly empathize with the discomfort ************** felt during this time of the repair. We can understand his decision to proceed to have the motor replaced out of pocket, scraping the manufacturers warranty to get relief from the heat. However, that was his decision.Regardless, If it was a network contractor or a contractor out of our network,we would only pay for the labor to install a manufacturers warranty part. On occasion, delays occur acquiring manufacturer parts, as in this instance, the failure occurred on the weekend. This delay is a condition that is beyond our control. We would not pay for a part that can be acquired under manufacturers warranty. We are not an insurance company. This is a *************** Agreement which is intended to reduce the amount of out-of-pocket expenses for mechanical breakdowns only. This is specified in the Agreement Terms and Conditions. B-9; We are not liable for failure to provide timely service due to conditions beyond our control;
  including but not limited to,delays due to obtaining parts, equipment, weather or labor difficulties.
  
  We regret, there will be no further reimbursement toward the repair of the air conditioner, or a pro-rated amount of his Agreement, as we are not responsible for this expense. **** HBW has fulfilled their obligations as specified in the Terms & Conditions of the Agreement. We apologize for **************** 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:08/04/2022

  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.

  A local service contractor, that was approved by 210 home warranty came to the house twice examine the issue with the outside air conditioner unit. Filed everything necessary to replace, also noted an issue with the inside air conditioner blower unit. I have been attempting to get 210 home warranty to process / fulfill the claim and fix the air conditioner unit. Though I have spent hours on hold before I finally talk to someone, every time I call. When I finally talk to someone, they just give me the runaround, no one ever gets anywhere. Unfortunately this has been going on for two months. I cannot get any answers out of them, I cannot get them to come fix the air conditioner unit. I Live in the desert of *******, its summertime, and Im paying for their service. Hence, I believe this to be a scam ***************** that has no intention on following through with the air conditioning repairs. Just taking my money.Please help me in this matter, and also help other homeowners and not getting treated in this unfair way with no resolution. Please warn home owners of the nature of this business of not following through with the services that theyre paying for.I will have to try to obtain any pertinent documentation, as his company does not contact the homeowner whatsoever, and the only thing that I have to prove this is phone calls so far.

  

  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 ******************** ******************** 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 27, 2022, ****************** requested service on his air conditioner. The independent contractor, ********************************* accepted the dispatch. On June 12, 2022, the contractor reported: On Arrival the ** unit is always running and is not really cooling off the house. Upon further inspection the system is undersized for the home, and it is not providing enough airflow or cooling for his house. He has a 3-ton outdoor condenser matched with a 2-ton indoor evaporator coil. He Has a ****sqft Home with only 2-ton of cooling(800-900sqft). He would need a 3-ton indoor evaporator coil, to match the outdoor condensing unit to cool the home to the desired temperature. The main issue, he is having, is that the compressor in the heat of the day is tripping the breaker. When doing an ohm test the compressor is out of range. When we take the compressor out of the loop it stops tripping the breaker. The compressor would need to be replaced.
  
  **** HBW only covers eligible mechanical failures that occur due to normal wear and tear. Nothing else. This is specified in the Agreement, under section; What Is Covered?... We provide Service for Covered Items that fail due to normal wear and tear (a Failure). Under the Agreement Terms of Service, under section; IV. Exclusions; Liability Limits.(a) We have no obligation to provide Service if: (1) a Failure is caused by (whether acting alone or together with another cause): (5) a Failure is caused by anything other than normal wear and tear, including without limitation a Failure of another Covered Item or Component.
  
  
  There is no failure to the coil, it is just undersized. The Agreement excludes inadequate capacity issues.The system is mismatched. A system that is mismatched, is improper installation.This is specified in the Agreement Terms of Service, section; III. Non-Covered Costs Unless expressly stated as our responsibility in the Agreement, NonCovered Costs include, without limitation,costs related to: (3) correcting, repairing or replacing a Covered Item and/or Components because of inadequate capacity, improper installation, previous repair or problems caused by alterations or modifications. There is no failure to the evaporative coil, it is just too small for the home.
  
  We needed additional information from the contractor. If a system is mismatched, as in this instance, where the indoor coil is smaller than the outdoor condensing unit.This will put a strain on the 3-ton compressor, as the 3-ton compressor is trying to pump thru a 2-ton evaporator coil. Also, since the coil is undersized, it will try to keep up with the call of cool air from the thermostat. The ** could run 24/7. The strain will prematurely kill the compressor. This means the compressor would not be eligible for coverage as the failure did not occur due to normal wear and tear, but because the system is mismatched.
  
  The contractor did respond via email. He said that he does not think that the smaller coil caused the premature failure of the compressor, but if he just replaces the compressor,the ** will only work as it had in the past. Not cooling to the desired temperature. At that time the contractor was approved to complete the repair.It is now between ****************** and the contractor to schedule.                           
  
  We apologize for any frustration or inconvenience that ****************** may have experienced during the delay in the claims handling process.  We value ******************** business, and we look forward to serving his future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/04/2022

  Type:Product 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 home warranty in place. I have had major issues with the indoor HVAC unit leaking and water was constantly coming up through the floors. Since I have a home warranty I filed a service request on 6/10/22. One contractors responded to the $100 service fee call, but refused to address the issue. Two additional contractors were requested by **** to respond to my claim, but never inspected the unit or scheduled an appointment with me. I reached out to **** on June 24th 2022 requesting I use own contractor. I was Pre approved an told to provide an itemized receipt with parts and the reasoning behind a replacement and I would be reimbursed. Super Cool HVAC initially inspected and provided a quote to replace the indoor unit which was completely rusted through (which is why water was rising from beneath the floor). He provided me with two quotes and an ETA for the new unit. A new HVAC unit was installed on June 28th 2022 and the invoice provided to me for $8400 was submitted for reimbursement based on the service agreement in place. **** refuses to reimburse me the $3500 noted in our original agreement and I need help. This is not fair and I need my money they owe me. The whole reason for having a warranty is to help aid in costs, but theyve just stolen from me.

  

  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.
  
  Our records indicate, originally,on May 9, 2022, the independent network contractor, Carolina ********************** cannot find any visible leaks, added refrigerant and dye pack. On June 10, 2022, **************** submitted another claim online request for her air conditioner because it is leaking water and the line was clogged. The independent network contractor,******* Air Conditioning and Heating accepted the dispatch. On June 13, 2022, *************** called in because she said the contractor came out and told her he did not want to do the job. Another contractor, American Air Heating & Cooling accepted the dispatch and scheduled for 6/23/22, but then declined the dispatch.On June 21, 2022, the independent contractor Whitewater Mechanical was sent the dispatch. On June 22, 2022, ********** accepted the dispatch online and noted; unable to reach the homeowner to schedule.
  
  On June 24, 2022, **************** contacted us because she is having issues with **** HBW contractors. She has found her own contractor and requested to use them. The step-by-step instructions for using a contractor out of network were emailed to her.
  
  On July 7, 2022, **************** sent in the paid invoice and the work had already been done. Since she did not receive prior approval before having the work done, she was reimbursed $300 less her $100 service fee = $200. This is based off the instructions that were sent to her. In part, the instructions specially state:
  
  To be eligible for any reimbursement, you must receive approval from **** HBW to use Your Contractor prior to Your Contractor performing any work. For your protection, Your Contractor must be licensed (as applicable) and fully insured, or **** HBW will not work with them. **** 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. If we have advised you that you must use Your Contractor, Your Contractor must charge fair, reasonable rates in order for you to be eligible for reimbursement of covered work. You must follow these instructions when using Your Contractor to proceed with Service under your Agreement with us: (1) You must receive express authorization to use Your Contractor, or you will be ineligible for any reimbursement. If you receive authorization from us to use Your Contractor, you have our express authorization to receive reimbursement for work performed to remedy Failures on Covered Items within the following limits (the Pre-Approved Limits): Heating or air conditioning: $300 Water heater: $300 Appliances: $250 Plumbing: $200 All other trades: $150 You do not need additional authorization from **** HBW for diagnosis and any repair work if Your Contractor can complete the work within the applicable Pre-Approved Limit. Your maximum reimbursement (unless you received additional, express authorization from us to proceed with additional work pursuant to Sections 2-6 of these instructions) will be the applicable Pre-Approved Limit reduced by the amount of your Service Fee.
  
  Additionally, the Agreement states under; Who Repairs And Replaces The Covered Items?... 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 ******************* or individual performs or provides without our prior express authorization, even for Covered Items that would otherwise be eligible for Service.
  
  We regret, we cannot be of further assistance in this regard. **** HBW has fulfilled their obligations as specified in the Agreement.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17670544
  
  I am rejecting this response because:

  I called the claims department on June 24th 2022 requesting approval to use my own contractor. I spoke To a representative who told me I was preapproved for my request and that the next step would be to submit an itemized receipt referencing parts and the reason for the replacement. No step by step instructions were ever emailed to me. For the matter, I was On hold for over an hour before I spoke To a representative at the company for pre approval, which seems quite excessive.

  
  On July 7, my invoice referencing itemized amount, parts and reasoning were provided. Additionally, no money has been received from me even in regards to a service fee which was inaccurately referenced in their previous rebuttal. (Lie, since no check has been issued.) 
  

  Additionally,  I was already preapproved on June 24th and the invoice from a licensed contractor was submitted after. The original warranty agreement says I am Entitled to $3500. I replaced the unit out of pocket and am entitled to my refund based on the warranty in place. Refund my money, crooks!

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

  

  Business Response

  Date: 08/12/2022

  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.
  
  **************** had 2 claims going on. On 5/6/22, she requested to use her own contractor, then again on 6/24/22 she requested to use her own contractor. We emailed her the instructions for using a contractor out of our network (see attached). **************** was given approval to use a contractor out of our network since she was not satisfied with the network contractors. On 6/24/22, **************** phone conversation with our representative is noted; **************** inquiring about using her own contractor and that she knows who she wants to go with since she has had a bad experience with the network contractors. The representative created an out of network work order with a preauthorization limit of $300. The representative advised *************** to contact us before having the work done. **************** was not given approval to replace the system. It was not until 7/7/22, when she uploaded her information,on her first claim, after the work was completed.
  
  We understand **************** may not have received the out of network instructions, regardless, the Agreement is firm, that there will not be reimbursement, if work is done without our prior approval. As stated in our previous response, but in its entirety:
  
  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.
  
  Concerning her check for $200,our records show the check was processed on 8/5/22. If **************** has not received the check, she can contact accounting directly at ************ and reference work order *******. As a goodwill gesture, we have also reimbursed her $100 service fee. It can take ***** business days to receive the check.
  
  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 Agreement.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17670544
  
  I am rejecting this response because:

  
  

  The claim submitted on 5/6/22 was handled by the contractor and has no relevancy to this claim, if you can stay on topic.

  
  

  On 6/24 I called back given the lack of effort from the three worthless contractors represented b **** Home Buyers, I found my own contractor, ***************, who had availability, was licensed by the ***********************, and was knowledgable to work with.  On June 24th, 2022 I called ************ to obtain pre-approval for Out of Network Contracting as instructed by **** Home Buyers.  I was on the phone for one hour and one minute, the majority of which was spent on hold waiting for a representative.  When I spoke to the female representative, she stated that I was pre-authorized to proceed with my contractor.  I asked her the next steps to avoid any discrepancies with receiving my reimbursement, and she specifically stated, "You will need to obtain an itemized receipt from the contractor, listing the parts used in the replacement, and the replacement reasoning and then submit the invoice through the portal." I then asked if I needed a confirmation number and she specifically stated, "You are pre-approved to proceed."

  
  

  I received no follow up emails or communication from **** and had my contractor come out to do an initial review, given I was pre-authorized.  Upon inspection the entire indoor HVAC unit was rusted beyond repair, and had severe large holes present, which is why water was leaking from the system and rising through the flooring in my home.

  
  

  My contractor provided me with two quotes and lead times of the replacement products.  I choose the unit I wanted to proceed with and the products were ordered.  On June 28th, Super Cool HVAC completed the replacement for the indoor and outdoor HVAC units and later provided me with an itemized invoice for $8400.  Additionally, I was given a 1% discount from the contractor for paying in cash.

  
  

  On August 7th, the itemized invoice, noting parts used, and a picture of the unit showing the severity of rust and holes (picture was listed directly on the invoice) were submitted through the home owners portal so I could receive reimbursement.  I have not received any communication from **** about the status until August 4th, when I received an email saying my claim was denied without reasoning.  I reached out to the customer service line and spoke to ******, who was absolutely no help and could not provide me a reason for the denial.  He gave me a phone number to reach out to and I waited on hold for one hour and fifteen minutes and no one ever answered the phone.

  
  

  
  

  **** instructed me that I was pre-approved and never once spoke of any dollar limit.  Additionally, I advised your worthless representative that the entire unit needed to be replaced because of the holes and severe rust/damage to the unit, and again she said I was PRE-APPROVED to proceed.

  
  

  No instructions were mailed or emailed to me and I was told I had approval to proceed from a **** representative!!!  You need to address inadequate work performance and communication discrepancies with your s***** employees.  

  
  

  I am entitled my money and you are not upholding your contractual obligations.

  
  

  Your company is a scam to steal from people and I've realized I am not the first person you have done this too.  I've read hundreds of terrible reviews online and **** isn't even in the top 10 warranty companies in *****************, because you provide s***** service and never pay out on claims.  

  
  

  Do the right thing and send me my money!!!!! I am not dropping this claim until I receive the entire amount.  Additionally, it will cost you a lot more in attorney's fee and court costs when I *** you for breach of contract.

  
  

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

• Initial Complaint

  Date:08/03/2022

  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 would like to lodge a formal complaint against 2-10 Home Buyers Warranty. We submitted a request for service back in May and after coming out to our home TWICE, ******************* never fixed our problem yet they took our $100 deductible and left us with a leaking air conditioner. The only suggestions CMR gave were to clean our filters and put bleach in one of the pipes. Needless to say, these suggestions did not work AT ALL. The last we heard from CMR was they were submitting something to **** and its now August and we never heard another word from either CMR or ****. Not only that, this is the second different contractor we have had come out to assess this same issue through the **** Warranty program. The same thing happened with the first contractor; they took our $100, said nothing was wrong, and left us with an actively leaking unit! It is apparent that the **** Warranty program is a complete scam to take our money and provide us with NOTHING.

  

  Business Response

  Date: 08/04/2022

  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 back on July 10, 2019, ********************* submitted an online request for her air conditioner because it is leaking water. The independent contractor found the condensate drain line blocked and reported online: cleared condensate drain line. There was no further active until this recent claim.
  On May 21, 2022, this claim, ******************** submitted an online request for her air conditioner because it is leaking water. She stated: Someone came out before and said that there was nothing wrong with it. We were charged the $100 and we still have the same issue. The independent contractor, ******************* accepted the dispatch but did not document their findings.
  
  A customer advocate called CMR for the report. The office manager reported the air conditioner is cooling like it should. The technician found the condensate drain line clogged and used a CO2 cartridge to blow out the line. He recommended to ***************** to use bleach. ******************** Agreement does not cover for condensate drain lines or the clearing of condensate drain lines. This is specified in the Agreement Air Conditioning and Heat Pump trade section, under; Excluded condensate drain lines. When a condensate drain line or the drain pan is leaking water, and the items are not cracked, that is an indication that the line is clogged or not draining fast enough to keep up with the flow of water. A completely cleared line that is properly installed to the correct slope, would drain the condensate water from the drain pan directly out, just like drain in a sink.
  
  As a gesture of goodwill, we have reimbursed Mrs. ********* $100 service fee as an apology for any frustration or inconvenience that she may have experienced. It can take ***** business days to receive the check. If ********************* feels the condensate drain line is not the issue, she can request a recall work order for the contractor to evaluate the air conditioner further. However, if it is the same issue, the contractor may charge another service fee. She also has the option of getting her own opinion. However, if she decides to do this, we ask her to call in as there are step-by-step instructions for using a contractor out of our network that must be followed. The instructions would be emailed to her. We value Mrs.********* business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:08/02/2022

  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 placed a claim for my A/C not working on 7/9/22. on 7/13 a technician came to my house and after checked my system he said that we need a new compressor, that he will let **** HW know and when **** HW provide him the compressor he will come back to fix the a/c. I paid him the service fee of $100. About a week after I stared to call **** HW to 2 different numbers, I had screen shoots from my phone from 7/19 at 7 :11pm that I was on hold for 1:52:11 another on 7/25 at 7:00pm I was on hold for 1:56:29. and never was able to talk with anybody. On 7/25 I escalated the claim and tired of dealing with a very hot house I also wrote a bad review on Taupe Home. On 7/28 I had a call from a woman named *************************** who said that was calling from **** HW, she apologize and said that she will send me back the $100 as of today I haven't receive it. She also said that she was going to f/u on the case and she gave me a phone number and a email address, she said that she understood my frustration and that she will take care of it. Friday 7/29 She called back and said that everything was ready for the technician. that Monday 8/1the company **** Heating and air will contact me to set up the appointment to finally install the compressor. So far up to today 8/2 at 9:00pm no body have call me. I been calling and leaving messages to the air conditioning company, no body have call me back. I also called *************************** but got the voice mail, she hasn't call back. I also email her. every month **** automatically drop my monthly premium from my bank account but when I need them (the service I'm paying for) they disappear. me and my wife work and we can not be on the phone for hours waiting to see if we lucky enough and somebody answer the phone. We have 2 small dogs, one of them with epilepsy, they are inside dogs and when we go to work we can't leave any window open because our house is a ranch (one story). I explain that to **** but obviously they only care about the monthly premium.

  

  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 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 July 9, 2022, **************** submitted an online request for his air conditioner. The independent contractor, **** Heating & Air Conditioning accepted the dispatch. The contractor reported the compressor failed. The contractor was approved their labor rate to install a **** HBW supplied compressor to be shipped to the contractors shop. On July 28, 2022, ******** contacted *************** to give a status update. On Friday, July 29, ****, she called the supply house for the status of the compressor. She was informed the contractor should receive the compressor by Monday, 8/1/22. On August 3, 2022, ******** called **************** and apologized for not calling Monday as she was not in the office.She then called the contractor. The contractor informed ******** that the compressor was delivered late last night, and he will call **************** to schedule. ******** updated ****************. On August 5, 2022. The contractor reported online, work complete.
  
  We understand **************** felt the claim process for his air conditioner was unreasonably lengthy. During the peaks of summer, the volume of HVAC calls throughout the country increases substantially,the service contractor schedules spike, and they are not always able to service as quickly as a customer would like. Delays due to the weather 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 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:08/02/2022

  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 am deaf homeowner who is **** home buyer warranty customer since 2020. I requested this service on 7/4/2022 for my a/c unit didnt work after 2 years without reason (technician didnt know how to communicate with me and they written short words) Its processing with contractor company called *********** and heating in *******. They came to checked and diagnosed the compresor didnt work. Technical left to report to **** for processing get new ac unit. I am waiting until July 16, 2022 to come to replace new ac unit GSX140241LE ( 2 ton) for 900 sf -1200sf. Its not match to old ac unit model GSX16S301AB which is 3 ton for ***** sf -1800sf. My house size is ****sf. **** bought wrong. I am trying to contact them and they dont care of it. They called me to ask me is this service complete? I answer no because this ac is not match for my home. The work order number is ******* since 7/4/2022. Its pending completion.

  

  Business Response

  Date: 08/04/2022

  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 a misunderstanding. First **************** is in a new home that was built in 2019. All HVAC systems have a minimum 5-year manufacturers warranty. To be clear, the independent contractor was never approved to replace the outdoor condensing unit. The only failure is the compressor. The compressor is located on the inside of the condensing unit. Our records indicate on July 8, 2022, the independent contractor, BI-Polar was approved their labor rate to install a **** HBW supplied compressor and the compressor was ordered for the contractor to pick up locally.
  
  When this notice came in, a customer advocate contracted the contractor. The contractor explained that there was a delay on the compressor coming in, also all HVAC companies are extremely busy due to the high number of HVAC calls coming in. So, the contractor decided to temporarily install a 2-ton condensing unit so **************** could have temporary cooling. He has a scheduled appointment tomorrow 8/5/22, to remove his condensing unit,install the old condensing unit and replace the compressor with the **** HBW supplied compressor.
  
  We apologize for any frustration or inconvenience that **************** has experienced during this time of repair.  We value ****************** business, and we look forward to serving his future warranty needs
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation