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:08/02/2022

  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.

  On 7/26/2022 my HVAC system went out contacted **** warranty was told that they didnt have any contractor in the area and for us to find an out of network contractor we did they came out and said that the compressor needed to be replaced they ordered the part and was suppose to install it on 8/03/2022 now the warranty company declined it and now there sending someone else out to inspect it they told this other company that the unit is not cooling but the unit is not working because the compressor is bad this other company said they cant come out to inspect it until 8/05/2022. and if it is the compressor they would have to order it and then schedule to replace it that could be another week or two I have son thats on dialysis and Im writing this complaint from a hospital bed because I have to have surgery on 8/05/2022.I live in Georgia where it been 100 degrees this entire week I paid for this warranty to make my life easier but this has been a nightmare.

  

  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.
  
  At the time of the requested service, there were no contractors that could service in a timely manner.Consequently, we asked ********************** to locate a contractor out of our network.The step-by-step instructions for using a contractor out of our network were emailed to him. ********************** sent in the requested information. His contractor reported the system is still under manufacturers warranty. ************************ Agreement does not cover for items under manufacturers warranty.Manufacturers warranty is only eligible for coverage if the Supreme option is purchased. This option was not purchased; therefore, his claim was denied.
  
  On July 28, 2022, a floor coached agreed that if he pays for the Supreme option, we will backdate the option to the inception of the Agreement and we will provide coverage. ********************* paid for the option. His contractors cost to replace a compressor under manufacturers warranty is not reasonable. The instructions emailed to *********************, in part states: 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. At this time, we could offer reasonable rates to **********************, or see if our contractor relations division would be able to locate a contractor that could service in a reasonable time. A network contractor, R.E.M Heating & Air was located and scheduled for 8/5/22.On August 5, 2022, we received an invoice in the amount of $750, dated 8/5/22 from ********************** showing his contractor replaced the compressor. His contractors cost to replace the compressor was lower than before, however, still higher than what a network contractor would charge. To settle this matter, we will reimburse ********************* his contractors cost of $750 less his service fee. The invoice he submitted does not show that it was paid. Accounting will not release funds unless the invoice shows paid or there is proof of payment. ********************** can email accounting directly at *************** and reference work order is *******. Once accounting receives the proof of payment, they will cut the check. It can take ***** business days to receive the check. If he does not receive the check within that time, he can contact accounting directly at ************.
  
  We apologize for any frustration or inconvenience that ********************** may have experienced during the claims handling process.  We value *********************** business, and we look forward to serving his future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/09/2022

   
  Complaint: Iam rejecting this company response because when I filed this complaints I was still under the original warranty that came with the house that warranty didnt expire until06/39/2022 I filed the claim on 07/26/2022 so they are still liable under the original contract from the home builder.
  

  

  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.
  
  In ************************ rebuttal,he is referring to his New Home warranty that came with his New Home. **** HBW has a ***************** for the home and a Resale division for systems and appliances.  ********************** no longer has the coverage for his air conditioner under his New Home. His New Home Warranty went into effect on 7/29/20 and expired on 7/29/21 for workmanship; booklet emailed to **********************. During that term, ********************** did not report a failure to his air conditioner to our ***************** or to the builder. The New Homes warranty requires a homeowner locate and report a defect within the coverage term and Section II states they waive their rights to coverage if it is not reported on time.
  
  Normally, when a New Home warranty expires, we ask a customer if they would like to continue coverage for systems and appliances (resale division). ********************** purchased his Resale Service Agreement on 7/13/22, he placed his claim on 7/26/22. As, stated in our previous response, we offered reimbursement of $675, $750 - $75 service fee) his contractors cost to replace a manufactured warranty compressor.
  
  ********************** decided to cancel his resale Agreement. His Agreement was cancelled as stated in section F of his Agreement, which states: If you cancel this Service Agreement, you shall be entitled to a pro rata refund of the paid Service Agreement fee for the unexpired term less service cost(s).
  MONEY BACK GUARANTEE: If you are not satisfied within the first thirty days of the service period, you may request  cancellation in writing, and receive a refund for the full purchase price of the Service Agreement less service cost(s), any other unpaid charges
  
  As stated in Section F: MONEY BACK GUARANTEE The Agreement was canceled/voided and backdated to the inception date. ********************** was refunded the first installment that he made.  We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information.**** 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: 08/25/2022

   
  Complaint: 17660193
  
  I am rejecting this response because:
  I just got off the phone with **** who on 08/25/2022 in which they told me that they needed a paid invoice which I sent to them twice so far showing where I paid for contractor with my credit card I crossed out my credit card numbers because they do not have to have access to my credit card and also they are lying about the contract the original contract expires on 07/29/2022 which is why they called me to renew it I filed the claim on 07/26/2022 I do not know how these are still in business because I know for a fact that they have many complaints filed against them people have started a website just got complaints with this company I contacting the state attorney office as soon as I get through with this letter to youll because this is ridiculous 
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/31/2022

  See attached invoice

  

  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.
  ********************** spoke with our customer experience team on 9/2 explaining that he received a reimbursement check and is not seeking any additional reimbursement. This matter is closed.
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation
  
  

• Initial Complaint

  Date:08/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home in *************, ** that closed in April of this year and moved my elderly in-laws into the home as I was not able to live in the home full time until my retirement, later this year. As part of the purchase I received a home warranty policy from ****. On Sunday 7- *****, I received a call from my 82 year old father-in-law that the air conditioning unit was not working and it was over 87 degrees in the house with an outside temperature of 109. I needed to get an air conditioning technician to the home as soon as possible due to the health threat to my father-in-law. I read the warranty information through the **** portal and was able to reach a representative who suggested I utilize the online portal, but did get a technician appointed. I contacted the technician that **** referred me to but was advised that he had quit doing work for them long ago and was now retired. I attempted to call **** and was placed on hold for 43 minutes before the line actually dropped. I then received an email from **** stating they had appointed a different technician. I called that technician and was advised that he could not get to the job for 5-6 business days. Given the health concerns for my father-in-law, that was clearly not acceptable.Per the instructions in the portal, I then attempted to contact **** to request that I be authorized to hire my own technician who could fix the problem today, I tried to reach **** by phone but after approximately 43 minutes, I opted to leave my call back number. I did receive a call from a representatives who advised that I would have to go to the portal to arrange for a non-network technician. The portal stated I had to call a number to get pre-approval to have a non-network technician perform the work pursuant to the invoice that I uploaded to the portal. I called that number, and as of this writing have been on hold for over 1:36. It is now 12:59 p.m. and the technician is scheduled to arrive at 1:00.

  

  Business Response

  Date: 08/03/2022

  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 31, 2022, **************** requested service for his air conditioner. Our system automatically dispatched an independent contractor, but shortly afterward, the contractor declined the dispatch online. The system then dispatched Greenwood Air. On August 1, 2022, **************** requested to use his own contractor because he needed sooner service. The step-by-step instructions for using a contractor out of our network were emailed to him. Shortly afterward we received the paid invoice dated 7/31/22. The failure is the **** and the part is under manufacturers warranty. As specified in the step-by-step instructions emailed to him and the Agreement provision, **** HBW reimbursed **************** our cost for a network contractor to replace a TXV that is under manufacturers warranty totaling $230 less Mr. ******* $75 service fee. If **************** does not receive the check within ***** business days, he can contact accounting directly at ************.
  
  **************** should know our customers are more than welcome to use their own contractor if they want sooner service; however, they will pay retail. **** HBW will only consider reimbursement of the costs that a network contractor would have charged for the eligible repair. This is explained in the emailed instructions, in part 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. and the Agreement.
  Pursuant to 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  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 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. While we realize its not the full amount **************** paid, it is the full value of the repair if it had been done by a **** HBW Contractor.
  
  We apologize for Mr. ******* experience with hold times, particularly during our busiest season, when temperatures rise sharply and/or become extreme, our call centers experience an unusually high volume of calls. We do encourage our customers go online as it is now the preferred method of contact that **** HBW and most customers prefer.Also, when 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.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17653517
  
  I am rejecting this response because:

  While I appreciate the response from **** to my BBB complaint, it should be noted that this medium was the only way to engage in any form of communication with the business.  I read and understood the written instructions regarding choosing my own contractor as I am a civil litigator with more than 43 years of experience.  However, **** does not address the actual problem.  The portal explains the process for obtaining an outside contractor for repairs but explicitly states that you must first obtain pre-authorization by calling the **** service number.  I spent a combined total of over two hours on hold and being dropped from hold to attempt to obtain said authorization.  In fact, I finally hung up from my one hour and 36 minute hold session as the contractor had already presented to the residence to effect the repair.  This is also the first I have heard of any determination for reimbursement to me. I have received no communication from **** verifying the same. I have looked online and regardless of the time of year, the failure of **** to answer their calls is a common complaint against this company.  I will deal with this business on my own in a civil court if I am not satisfied with the resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2022

  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.

  Frustrated is an understatement. ****s contractor A&E *************** via ***** came on Monday July 18, 2022 to determine the cause of my refrigerator to stop working. The technician, I will not reveal his name, stated that the parts are not available and he would submit the claim to **** so that I may be able to purchase a new refrigerator. I have been on and off the phone with **** insurance since that date. The customer service representatives I have spoken with over multiple days are telling me that they are waiting for the claim to be submitted from A&E/*****. I have called A&E 3 times and they have informed me they have submitted the diagnostics to **** TWICE (on 7/26 and 8/1) and it is nothing more for them to do. Today (8/1) I have called **** and was told yet again they never received a diagnostic from A&E/*****! I am livid. The refrigerator now has LOTS OF MOLD in it and I am afraid that not only I but my husband and two small children will get sick! Who will be responsible for illness if it falls upon my house hold because of a lack of communication efforts? I have not been able to properly grocery shop because I do not have a refrigerator. I am frustrated, livid and greatly disappointed. I am currently on hold now with **** to get another follow up from their claims department after a CSR told me to contact them and that they were waiting on feedback. I have emails from A&E about the parts not being available and when they came out, etc. I need someone to expedite this compliant to resolve this issue before my next payment is withdrawn from my account. This is very unprofessional and sad and I shouldnt have to be given the runaround when this process is supposed to be easy. A&E/***** says the work order is complete however **** says its unresolved.

  

  Business Response

  Date: 08/03/2022

  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.
  
  ***** is an independent contractor. ***** supplies their own parts thru searsdirect.com. We have tried to get the diagnosis from ***** but they will not respond. However, we do have access to their portal which gives us the timeline of events. On their portal, the technician reported the part is NLA (no longer available). There is no part number. We do not even know what part is NLA or what failure the technician found. Additionally, ***** uses only searsdirect.com to locate and order parts.Many times, if their site states a part is discontinued, we will do our own research and find and order the part for *****. **** HBW has many suppliers that we utilize. Without the part number, we are not able to check this. When a contractor refuses to give us the additional information for **** HBW to make an informed decision, this is 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.
  
  There are no other independent network contractors in the area. On August 3, 2022, a representative has asked ************ to locate a contractor out of our network for a diagnosis. The step-by-step instructions for using a contractor out of our network were emailed to her.
  
  We understand ************ felt the claim process for her refrigerator is unreasonably lengthy. While we do try to minimize situations in which a customer must obtain their own contractor,sometimes they do occur.  We do try to keep this process as simple as possible for our customers and the contractor's they obtain.  We do understand how ************ may consider this an inconvenience, and we sincerely apologize for that.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17651969
  
  I am rejecting this response because: While i appreciate your response, it seems that I have no problem reaching A&E/Sears and obtaining the part number and reason the refrigerator stopped functioning. At 12:44 p.m. on 8/3/2022 I was informed of the part number which is WR85X0306 and cooling was the issue. A&E/Sears assured me this information is in their portal and you can see it. I have this recorded from their representative.  If i can call and get that information from them, surely your company can call and get at least a verbal authorization from them so i can remove the moldy appliance out of my kitchen. Their (A&E/Sears) number is **************. Will your representative be able to call A&E and get this information? I should not have to be given the run around I am not an employee of ****. I also have an email from *************** of the service estimate that was accepted. Can someone please reach out to me personally to help resolve this issue? While some things are out of your control, someone should reach out to me instead of me having to continously call day after day. I shouldn't have to take off work and pay for another contractor to come out to my property. I would greatly appreciate a call from someone in the Office of the President. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/28/22 our AC unit not working, service requested placed. We live in ** and temperature averages in the low 90's or higher each day, spouse with sleep apnea and child with allergies which can be aggravated by heat. 06/30/22 HVAC REPAIRS used anti-leak spray, added coolant. Was not working by 9PM. ($100 Service charged)07/03/22 HVAC REPAIRS came out cleaned filter ($100 fee charged even though a recall)07/08/22 - LOW COUNTRY HEATING AND AIR came out (no fee charged) - said coil needed replacing 07/08-07/28/22 - **** needed approval from us for parts cost to be sent from **** instead of being bought locally, we agreed. **** discovered part is no longer available. and agreed to replace air handler but said we would have to pay additional costs. We agreed. 07/28/22 - New air handler replaced. By 7:00 PM, home was hotter than before (more than 83 degrees in the house). 07/28/22 - Present - calls to Low Country Heating Air go unanswered, appointment set up on Aug 3rd for problem via text (no contact from LCHA). (They have been contacted and told that via our second opinion - which was we set up independently there was no coolant replaced back into the system). However, I cannot reach company to be certain this will be taken care of on August 3rd without further delay.

  

  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 Mrs. ***** We have located Mrs. ***** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  The independent contractor. Low Countrys Best Htg & Clg recently replaced the indoor air handler. On July 29, 2022, Mrs. **** called in informing us that the air conditioner is still not working. The same independent contractor, Low Countrys Best Htg & Clg was sent the dispatch to go back to the home and evaluate the air conditioner further. Shortly after the dispatch was sent, they reported online dispatch accepted. Appointment Date: 8/3/2022 between 8:30am and 10:30am. The contractor reported online, the condensing coil is leaking. Mrs. **** Agreement has a $2000 maximum for Heat Pumps and Air Conditioners. A customer advocate called spoke to Mrs. **** to explain this. The advocate is waiting for additional information from the contractor. We need to know if we can just replace the coil or the condensing unit. The advocate has been assigned to follow up until this is resolved.  
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort Mrs. **** felt during this time. We are a repair company. HVAC repair is not a perfect science, it is complex. On occasion it may take longer than necessary. Delays can occur for numerous reasons, parts or repairs do not hold, additional issues are found once a repair is made, a part had to be replaced to further evaluate the system. Compounding the fact that 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 are a condition that is beyond our control. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  We apologize for any frustration or inconvenience that Mrs. **** may have experienced due to the delay in the claims handling process.  We value Mrs. ***** business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17651361
  
  I am rejecting this response because:  You have failed to recognize that there have been numerous contractors who have looked at the ** and they did not find the problems initially, nor did they even attempt to diagnose or fix the problem they discovered after the air handler was installed.  It was not cooling after they installed the air handler, the exact same day.  How can the contractor or **** say there was a delay in service when they did not complete the service?  And, after repeatedly attempting to reach them, there was no response.  And, being unable to contact anyone from **** after hours or on weekends, we could not have anything done.  EVEN THOUGH THEY HAD BEEN THERE THE *** BEFORE! 

  Shouldn't that have been part of their work order - to make sure it was fixed before they left?  In order to cool the sleeping areas in our home with have resorted to purchasing portable ** units which have increased our power usage/bills and I am definitely displeased with this.  Both my husband and son have medical issues which are impacted by the higher temperatures when sleeping.  

  The delay is not due to lack of parts, or peak repair times.  It has solely been that the 5-6 times contractors have been to assess and/or fix the unit they have failed to do so correctly.  It's about the use of unqualified and inept contractors that you all continue to send.  

   

  It should be noted that Ms. ***** the representative who has being attempting to assist us, is trying to resolve the problem.  But, it has not been done.  

  
  

  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 Mrs. *********** Thank you for the opportunity to review further.
  
  A customer advocate has been working with Ms. ***** air conditioner claim. Determination was made to replace the outdoor condensing unit for the contractor to pick up locally. On 8/12/22 we were notified by the supplier; the unit is ready for pickup. It is between Ms.**** and the independent contractor to schedule install as this is a condition that is beyond our control.  
  
  We will have these additional concerns in Ms. ***** rebuttal reviewed and addressed internally. The BBB is not the proper forum for the consumer to present additional arguments in support of her claim. **** HBW is complying with our obligations as specified in the Agreement.
  
  Sincerely,
  Office of the President

  Customer Answer

  Date: 08/25/2022

   
  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:07/31/2022

  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 put in a service request in May for my washer. A technician came out twice and finally deemed it needed to be replaced. **** called me and said I would receive an email and a notification on their platform to accept a new washer. I have not received either one. I have called or purchasing numerous times and no one answers the phone. I have requested for a supervisor to call me from their enrolment line and still no response. I have also escalated my problem on the platform. Still no response. I have been with **** since 2008 and this is beyond poor customer service. I complained about them on ******* and they blocked me rather than contacting me with a solution.

  

  Business Response

  Date: 08/02/2022

  The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ************************. We have located *********************************** Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  We are a repair company. We will always attempt repairs when it is possible/practical. Once we learned the contractor installed the parts and the washer was still showing the error code,determination was made to research unit replacement. On August 1, 2022, an email was sent to ************************ with the option to 1) replace her washer with a ******** which is comparable in size, primary function and efficiency, or 2)provide her with cash in lieu of replacement.
  
  We apologize for any frustration or inconvenience that ************************ may have experienced during the claims handling process. ************************ has been given her options and we look forward to hearing from her soon.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:07/30/2022

  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.

  Scheduled appointment for 7-29-22 3 techs and same problem. Scheduled appointment for 7-30-22 tech Finnished and still same problem. Couldn't ************ to have a tech to come back. Patiently waited over a month and same problem. Says a lot about the warranty and back and forth blaming of situation between Xpress and **** .I need my A/c fixed .

  

  Business Response

  Date: 08/01/2022

  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 the independent contractor reported the evaporator coil is leaking.  The contractor was approved their labor rate to install **** HBW supplied coil. The coil was ordered on 7/19/22 with an eta of 7/26/22. On July 29, 2022, the contractor reported online, the work is complete. On August 1, 2022, *************** informed us that the ** is still not cooling.The independent contractor was sent a recall dispatch to evaluate the air conditioner further.
  
  We do understand how frustrating it can be without a properly working air conditioner. While we empathize with ************** concern regarding the repair did not work. HV** repairs is not a perfect science, it is complex. We are a repair company. We will repair when repairs are possible/practical. On occasion, additional repairs are required. There are times repairs/parts do not hold, additional repairs are found after the original repair is completed, or a contractor misdiagnosed.These are unforeseen conditions that are beyond our control. The Agreement Terms of Service, section VIII, explains that; 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 *************** business, and we look forward to serving his future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/01/2022

   
  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:07/30/2022

  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 purchased a 12-month home warranty from **** on 11-21-21 a. 6-2-22: submitted a claim for Central AC (portal)b. 6-3-22: #1 contactor added refrigerant; cooled less than 24 hours c. 6-5-22: requested a recall (portal)d. 6-7-22: recv'd #1 contractor's 2nd visit cancellation notice from **** with no further instructions (AFTER no-show)e. 6-7-22: requested a new contractor (portal)f. 6-8-22: contractor #2 said lines were frozen, would return in 2-3 days to diagnose; to leave the unit power off (at the breaker)g. 6-10-22: rec'd notification that #3 contractor assigned. No explanation re: #2. No instructions to flip breaker back (for fan) h. 6-14-22: #3 arrived. Refused to service unit b/c #1's repair failed. Suggested recall i. 6-14-22 I called ****. 25 minute hold. Associate cut call claiming a bad connection.j. 6-14-22 I called back on a different line; ~ 60 min hold. Associate accused me of cancelling the 1st contractor & blamed me for delays. Stated 2 week wait time, OR find my own contractor & pay out of pocket (*MIGHT* be refunded as out-of-network provider). Assoc. refused requested mitigation (temp AC units)k. 6-27-22 #4 stated broken line & need for new unit; said to be patient while waiting approval l. 7-13-22 contacted **** and #4 for update; no update from **** m. #4 stated 6 calls to **** went unreturned; stated would not complete replacement due to earlier contractors & no communication from **** n. 7-13-22 submitted escalation request (portal)o. 7-27-22 called ****; 2+ hours of holds; total 3 hr 2 min call; ****** promised a ************ update within 48 hrs p. 7-30-22: 3 days later, no word.Impact: unlivable home due to extreme heat significant loss of income for 2 home-based businesses (clients had to be cancelled)home and possessions damaged due to mold and moisture expense for temporary alternate housing expense for temp AC units stress and impact on emotional health potential impact on physical health (mold)

  

  Business Response

  Date: 08/03/2022

  The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case17646425 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.
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ******************** felt during this time. The original independent contractor that was dispatched charged the system and added leak seal. The leak seal did not hold. ******************** requested a recall; however, the contractor was a no show on the recall. Another independent contractor, *********************** was dispatched. On June 28, 2022, they reported online, coil leaks, system 33 years old, recommending system replacement. They request we send this back to the original contractor. We could not understand why the contractor wanted us to send the original contractor back out. He was a no show. There was no reason for this. To save time, we preferred that Accent continue this job.There were numerous attempts to get a hold of the contractor as to why they do not want to complete the job. After there was no response, this was then sent to our contractor relations department to contract the contractor. Contractor relations received a response from the contractor. He still wanted us to send out the original contractor, but he will get the pricing together for the job and get back to contractor relations. His costs came in and they were at retail,and he is refusing to follow his agreed pricing he has with us. After attempted negotiations failed, on August 2, 2022, determination was made by contractor relations to dispatch out another independent contractor, Whitewater Mechanical LLC. They have a scheduled appointment for August 4, 2022. ******************** has been updated.
  
  Like network doctors in health insurance, we work with independent network contractors and the labor pricing is agreed upon in advance. This is a signed contract between **** HBW and the network contractors. However, the contractor, Accent will not do the job under their pricing agreement, but well above it. All the network contractors that **** HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. As a neutral third party, **** HBW is unable to compel another partys actions, including the network contractors. If a contractor is a no show or decides they are not going to follow their agreed pricing with us, this is their decision. Situation such as this 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.
  
  Regarding ******************** desired settlement. She would like us to pick up all out-of-pocket costs associated to a replacement air conditioner. If determination is made to repair or replace, **** HBW will comply with the coverage that she had elected. She is also requesting;Reimbursement of lost business/wages resulting directly from lack of completing claim.; Reimbursement of expenses incurred from temporary alternate housing,purchase of AC units and necessary repairs to home resulting from mold damage. We are not an insurance company. This is a *************** Agreement which is intended to cover breakdowns of specific items due to normal wear and tear only and is not intended to replace homeowners insurance. The Agreement does not provide for any type of financial restitution. 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 suggest, Ms. ************** contact her homeowners insurance to address the consequential mold issue. With this said, we will not be offering any compensation as we are not responsible for these expenses.
  
  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: 08/03/2022

  I am rejecting this response because:
  The response from the **** Home Warranty served largely to attempt to clarify the warranty coverage agreement, for which I needed no clarification.
  **** Home Warrantys claims that the delays are beyond their control is not justified.
  **** Home Warrantys response includes several untruths.
  **** Home Warranty has provided horrible customer service, virtually non-existent communication and claim updates, has been accusatory and blame-shifting.
  **** Home Warranty has dispatched a 5th contractor against my express wishes as a supposed solution to my complaint instead of offering a detailed course of action or a guarantee of resolution of the claim.
  As they provided in the excerpt from 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.
  My Response:
  I attest that the great majority of the 8-week delay (from June 2 through today, August 3, 2022 and continuing) HAS been within **** Home Warrantys (**** HW) control and has directly resulted from their questionable business practices, NOT those of the involved contractors. By error of omission in their response, **** HW is painting a false light regarding which parties are responsible for delays in resolving the claim.  The delays are NOT primarily due to their contracted providers, as **** HW suggests in their response.  The delays are primarily due to **** HWs lack of response ONCE RECEIVING communication from the various providers, their unwillingness to approve and order a replacement unit, and their repeated choice to cancel and dispatch contractor after contractor.  To be fair, the first service call DID result in an ineffective repair and a no-show follow up appointment.  I understand that sometimes a contractor does not uphold their contract and has to be replaced and that the failure of this particular contractor was out of **** HWs control.  However, this only resulted in a 2-3 day delay.  The other 8 WEEKS of delays have been a DIRECT result of **** HWs actions or lack thereof.  
  In addition, as stated by **** HW in their response, the ** unit is 33 years old.  The age of the unit has no bearing on how valid ****s warranty agreement with me is.  The warranty covers our ** unit regardless of its age.  Several contractors have told us that repair of the ** is not only inadvisable, it is not POSSIBLE because repairs would require parts which are no longer produced.
  In direct response to the Agreement of Terms of Service included in **** HWs response to my complaint:
  Regarding shortages of or delays in obtaining parts or equipment:  
  There have been no parts or equipment ordered for this repair/replacement yet, so there cannot have been any delays in obtaining them.  
  **** and the contractors have all been clear that all replacement unit ordering is the responsibility of **** who buys units at wholesale.  Even with three contractors diagnosing the need for a new unit, I was told by **** HW on July 27 (during a 3 hour phone call I initiated and was primarily on hold during) that ordering had not yet been initiated by **** HW, even though they are the ones who are responsible for that task.  At this point, after 8 weeks, one failed repair, another contractors verification of ineffective repair, and three diagnoses of needing a new unit altogether, **** notified me (during the same call) that a new (5th) contractor should be dispatched to diagnose the issue, or else there would be additional delays.  AND, IF a new unit was determined to be needed, it would then only take **** HW 2-3 days for them to order and receive the new unit for the contractor to install.  In other words, the suppliers are not experiencing any delays in procurement or shipping (which would only be applicable IF a unit had been ordered, which it has not).
  Instead of a unit being ordered after the initial repair failed (a 2nd contractor identified that the unit had malfunctioned again), that contractor was mysteriously replaced by **** HW with a 3rd contractor a day later to re-diagnose the issue, before any repairs or replacement actions were taken by the 2nd contractor.  
  Instead of a new unit being ordered after the 3rd contractors diagnosis on 6-14-22 (less than two weeks after I filed the claim) of the entire unit needing replacement and their submission of an estimate, **** HW did not follow up with them at all for two weeks, even though the contractor attempted to contact **** HW six (6) times to request updates and instructions about proceeding with service.  **** HW also failed to respond to my inquiry regarding the status of the claim after two weeks had passed.
  **** HW cannot claim that delays were due to contractors not providing a diagnosis or service estimate or specifications on what to order.  Because, in the aforementioned conversation, the **** HW representative stated to me that she had received a written quote with specifications about the suggested replacement unit from the contractor who visited our home on June 27 (four weeks prior).   The unit could have and should have been ordered at that time, as procuring the unit has nothing to do with installing it.  The diagnosis had been received and the necessary unit (which is provided not by the contractor, but by **** HWs wholesale supplier) was identified.   This is clearly a delay for which **** HW is solely responsible. **** has dispatched five different contractors over the last 8 weeks, each one instructed by **** to DIAGNOSE the problem (even though each of the last three contractors diagnosed the issue as needing a completely new unit).  This points to ****s desire to find a contractor who will offer a cheaper solution, thereby (within their control and as a result of their actions) prolonging the resolution of the claim.  
  Regarding weather, temps, etc.:
  Although the heat was likely responsible for at least part of the two-week delay in getting an appointment with the 4th HV** contractor, this only offers an explanation for 2 of the 8 weeks delay thus far in getting a resolution.  Besides this, there has been no convincing reason why 5 different contractors should be needed to resolve the issue.  A **** HW representative stated during a phone call on 6/14 that each time a new contractor is dispatched, the process begins anew, adding delays.  Yes, the first contractor dropped the ball by being a no show.  HOWEVER, this only caused a two-day delay to have a replacement contractor come to provide a diagnosis.  Each of the other contractors did their job and were pulled off of the job by **** HW before completion, one by one.  **** HWs decision to involve a 3rd, 4th, and 5th contractor in this simple claim has been wholly unnecessary and has caused unnecessary delays.
  Regarding labor difficulties or difficulties locating or scheduling Contractors:
  The contractors who were dispatched all made appointments with me promptly and arrived for appointments within 1-2 business days of being dispatched with the exception of one (and even that business made the appointment with me within a day, but were booked out for 2 weeks because the claim had dragged on into the hottest part of the summer).  All of the contractors, save the first one, arrived during their scheduled appointment time or before. The only contractor delay was the first contractor being a no-show for the recall appointment, but a replacement contractor was on the scene the following day.
  The problem is not that the contractors are non-responsive or unavailable or unreliable.  The problem is that **** HW has chosen to dispatch not simply a single replacement contractor to complete the work left unfinished by the first contractor, but instead has dispatched and later replaced (with no explanation) three additional contractors, and, as of yesterday, has dispatched a fifth contractor, instructing each one in turn to DIAGNOSE the problem anew (even though each of the last three contractors diagnosed the issue as needing a completely new unit).  Even with three contractors diagnosing the need for a new unit, I was told on July 27 during a 3 hour phone call with **** HW (after 8 weeks and three similar diagnoses) that IF a unit is needed, the contractor does not do the ordering because **** buys units at wholesale.  In this same conversation the **** representative stated that she had received a written quote with specifications about the unit needed from the contractor who visited our home on June 27 (four weeks prior).  This is clearly a 4-week delay caused by **** HW.  The first contractor who diagnosed the issue after an ineffective repair did so on 6-14-22, less than two weeks after I filed the claim.  This points to ****s desire to find a contractor who will offer a cheaper solution, thereby (within their control) prolonging the resolution of the claim.  
  In our service agreement provided by **** HW (attached), it states on page 6 under the section titled, What ************** That **** HBW Provides?:  We reserve the right to dispatch an additional Contractor at our expense if we need more information to make a determination of coverage.  AN additional Contractor (in other words a maximum of two contractors per claim).  The converse of this statement is that they do not have the right, within this contract, to dispatch 3, 4, or 5 contractors!
  **** did not contact me to explain WHY the 2nd contractor had been replaced or the status of the claim other than an auto-generated text message and email stating that a new contractor had been dispatched.  Or the third.  In their response to my BBB complaint they only addressed the 1st, 4th, and 5th contractors.  The information they provided regarding the 4th contractor is misleading and includes several omissions.  They state:  
  Regarding the response On June 28, 2022, they reported online, coil leaks, system 33 years old, recommending system replacement. They request we send this back to the original contractor. We could not understand why the contractor wanted us to send the original contractor back out. He was a no show. There was no reason for this. 
  My response:  
  When I met with the 2nd, 3rd, and 4th contractors at my home to diagnose/resolve the issue it was clear that **** HW had NOT communicated that there had been other contractors out to diagnose the problem.  Not only did this cause confusion, and require me to explain the issue at length with each contractor from the beginning, but it resulted in apprehension from the 2nd, 3rd, and 4th contractors to work with **** HW.  Instead of bringing the contractors up to speed about the claim, **** HW just sent them, one after the other, unawares.  In addition, **** HW had not made a note in my file or communicated with the contractors that I was not liable for an additional $100 service deductible after paying this toward the initial contractor.  I had the unpleasant job of having to tell the contractors that they would have to request the money directly from ****.  
  In addition, this is not the first time that **** was made aware that their contractors were not pleased about lack of disclosure about prior contractors on the job.  On 6-14-22 I called **** HW to let the know that contractor #3 directed me to call them and request the return of contractor #1.  After 1.5 hours of holds and delays, I was blamed and berated by the representative for the 2nd contractor being dispatched, even though the first contractor didnt fix the problem and was a no-show for a subsequent call-back.  Instead of offering to call the 2nd contractor to explain the situation, encourage them to return, and assure them that the $100 fee would be paid by **** HW, the representative insisted on dispatching contractor #4 even though she was aware there would be a 2-week wait for a diagnostic visit, and that there were heat index advisories in my area for several days.  In addition, she denied my requests for portable ** units to bridge the gap.
  They go on to state, To save time, we preferred that ****** continue this job. There were numerous attempts to get a hold of the contractor as to why they do not want to complete the job. After there was no response, this was then sent to our contractor relations department to contract the contractor.  Contractor relations received a response from the contractor. He still wanted us to send out the original contractor, but he will get the pricing together for the job and get back to contractor relations. His costs came in and they were at retail, and he is refusing to follow his agreed pricing he has with us. 
  My response:
  **** HW makes false claims in this portion of their response.  
  **** HW associate ****** (in purchasing) was very clear with me when I called on 7/27/22 that they were not willing to work with ******s bid which exceeded the contracted rate.  However, she also told me that the claim had not yet entered the hands of the contract relations department.  It only escalated to this department as a result of my insistence during the 7/27/22 call.  So the statement that ****** only provided an estimate AFTER the claim was escalated is untrue.
  **** HW was unaware that ****** was not interested in completing the job prior to my call on 7/27/22.  Only during this call was **** HW informed (by me) that ****** was not interested in completing the job because of lack of communication and transparency from **** HW and the involvement of other contractors.  ****** did not mention any issue with pricing disagreements and, in fact, said that they had not heard anything from **** HW since their service call on 7/27/22 or in response to any attempts to reach them after the estimate and diagnosis was sent on 7/28/22.  
  **** HWs suggestions that ****** was not responsive to attempts to reach them but that **** was actively working on the issue with no response is very difficult to believe, based on the customer service I have received from ****** (outstanding) and the customer service I have received from **** HW (abysmal).  
  *********************** provided consistent, excellent, prompt customer service and answered many questions regarding this claim.  They promptly sent their diagnosis one day after their service visitthey were at our home on June 27 and filed their diagnosis with **** HW on June 28, 2022.
  I was told that we would be waiting for **** HW approval for the replacement system and labor to install it.  After waiting for an update from **** HW for over 2 weeks, I requested one from both ****** and **** HW on 7/13/22.  
  Continuing to demonstrate ******s prompt and professional service, I received a return call from ***************** right away.  He stated that he had submitted his diagnosis on June 28, 2022 (which **** HW corroborates).  He also stated that he submitted an estimate to them and contacted them 6 times over the course of 2 weeks to no avail. 
  In contrast, **** HW has been nearly impossible to reach and has not been communicative about the status of the claim throughout the last 8 weeks.  Only when I filed the complaint with the BBB did they reach out to me.  
  The statements made in the response statement, above, regarding ****** Services, presents a falsified order of events and an untrue impression that **** HW was communicative and actively working on the claim from June 28, 2022 until now.  The truth is, **** HW didnt initiate any actions to facilitate ******s completion of the claim until I called to place a second escalation request on July 27, or possibly even after I submitted a complaint to the BBB on August 2, 2022.  There was no deliberation with
  **** HW did not contact me anytime between 6/27 and 8/2/22 with any updates even though I requested an update and separately submitted an escalation request online to **** HW on 7/13/22, and submitted a second escalation by phone on 7/27/22.  After 3 hours, 2 minutes on this call, I was assured that I would have a response within 48 hours with a plan of action after they contacted the contractor to deliberate.  I did not hear from **** HW at all until 8-2-********* weeks after requesting an update and the first escalation, a week after a second escalation, but merely three days after I filed a complaint with BBB, and the BBB reached out to **** HW.
  I would like to encourage the BBB to request access to the recorded calls made regarding my account on 6/14/22 and 7/27/22 because they a.) demonstrate the horrible customer service provided by **** HW, the lack of resolution or answers to the claim, and because they conflict with the order of events stated in **** HWs response to my complaint.
  They go on to state, After attempted negotiations failed, on August 2, 2022, determination was made by contractor relations to dispatch out another independent contractor, Whitewater Mechanical LLC. They have a scheduled appointment for August 4, 2022. ******************** has been updated.
  My response:  
  The response states that they wanted to have ****** complete the job to save time, but they made no attempts to contact me or ****** between 6/28 and 7/27, and this doesnt align with the associates strong opinion that I should start over with a new contractor during my call.  In addition, I was assured that I would be contacted by phone AND email with a detailed explanation of the resulting options coming from the contractor escalation request.  I was told that ****** would be contacted in an attempt to come to a compromise about the estimate, and that **** HW would contact me with an update, but that it was likely I would incur additional out-of-pocket expenses.  I was told that they would contact me within 48 hours and prior to dispatching any additional contractors.  However, I was never given an update, much less the option of deciding whether I was willing to pay additional expenses in order to simply complete the claim and have ** relief after 8 weeks of waiting.  **** HW dispatched contractor #5 without my input or approval.  AND against their documentation of my warranty which only permits 2 contractors.  
  In their response, **** HW neglects to admit that there have not just been two failed contractor dispatches.  FIVE dispatches and SIX scheduled visits with four different contractors have failed in resolving this issue.  The 6th dispatch (with Whitewater Mechanical LLC) follows 9 weeks of many attempts to get updates and action on my claim from **** by phone, on their business portal, with the assistance of the various contractors, and through the submission of two escalation claims.  This is not an example of the customer and contractors not doing their jobs.  I have worked to resolve this claim for countless hours:
  6/2 filed claim; 6/3 contractor servicemisdiagnosed problemdid not fix the problem; 6/5 I requested a recall; 6/7 contractor no-show; 6/7 I requested a new provider; 6/8 contractor servicedid not diagnose or repair or replace, did not return as promised; 6/10 new contractor dispatched; 6/14 contractor servicediagnosed issue but refused to service and suggested I call ****; 6/14 I called **** and was on hold for over an hour and the call was 1.5 hours long, dispatched a 4th contractor for two weeks later to diagnose the problem which was already diagnosed; 6/27 4th contractor diagnosed the problem again and said they would start the replacement process with ****I waited, checking the portal for updates, but there was nothing; 7/13 requested update from 4th contractor and ****contractor states inability to receive response from **** after 6 attempts; 7/13 I filed escalation request in **** portal with no response; 7/27 I called ****was on hold several times, totalling well over two hours of holds and was on the call for 3 hours 2 minutesI was assured I would be contacted with an update within 48 hours and that I would receive a check for temporary ** for $150 and that it would be placed in the mail the next day (no update, no check received);  The only time I have EVER received any updates about the claim from **** (other than auto generated emails or texts notifying me of a new contractor being dispatched each time was when I called them and waited for 2-3 hours to talk to an associate.  The portal was not reflective of real-time status, and **** even sent me a survey about my experience regarding my (supposedly) completed claim.  It was clear that the business was not keeping adequate records about my claim, and I suspect that they simply stopped working on the claim, assuming that the process had worn me out and I was just going to pay out of pocket with an out-of-network provider.
  ONLY when I filed the BBB complaint, after 8 weeks of waiting, did I ever receive a call from **** providing an update on the claim.  The associate told me that a NEW contractor would be dispatched to diagnose the problem.  Each visit for a diagnosis starts the process all over again, and has ended, every time, with no resolution.
  Finally, I would like to address the statement in **** HWs response to my complaint:
   Like network doctors in health insurance, we work with independent network contractors and the labor pricing is agreed upon in advance. This is a signed contract between **** HBW and the network contractors. However, the contractor, ****** will not do the job under their pricing agreement, but well above it. All the network contractors that **** HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. As a neutral third party, **** HBW is unable to compel another partys actions, including the network contractors. If a contractor is a no show or decides they are not going to follow their agreed pricing with us, this is their decision. 
  My Response:
  Once again, there is no need to explain how the warranty works.  But, to further use **** HWs condescending analogy lets say that **** HW were a health insurance company which had countless contracted doctors.  **** HW makes it very clear in their response that their doctors are not upholding their contracts.  THEIR chosen, contracted, vetted, approved, in-network doctors.  However, since I presented with an illness 9 weeks ago, there has yet to be a single doctor who has either been able to retain their status as my primary doctor long enough to figure out what is wrong (due to the insurances decision), or who has properly addressed my very dire medical emergency.   Even if it WERE the doctors faults and their breech of contract every time the illness went unmedicated, at some point the insurance company has to take responsibility for the quality and professionalism of their doctors because it is a reflection on them and their insurance network.  
  If, as **** HW claims, all of the delays and problems are the contractors faults, it is also **** HWs fault for corroborating with contractors who are unethical and unprofessional.  And, as the facilitating agency, it is **** HWs responsibility to assure that processes are in place to mitigate damage caused by their poorly chosen contractor.  However, I dont think the doctors are the ones to blame in this situation.  And I think it is the responsibility of **** HW to do whatever it takes to satisfactorily resolve this claim, which it has yet to do.
  
  

• Initial Complaint

  Date:07/29/2022

  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.

  Date files cliam 7/11/22 date bought warranty May 27 22 effective day June 25 22 as there a 1 month after full payment to warranty to start They have been delaying game playing forced me to go find my own contractor then asked for 2 and 3 opinion then very different story everyday finally refused to cover claiming that this might happened before coverage started ask for more explanation they said well we are expert to decide we dont need proof Threatened to go to court then they got back to negotiating playing the game offered me around $1700 claiming that what would cost them thru in network contractor I asked can you please send me one intwork we dont have any available in your area Then they asked for home inspection and home disclosure in which they never mention needed before insuring me still provided to them When ever I call or email I hear different story no final decision making me feel they are trying to find any excuse to deny my coverage I asked if I can cancel my warranty and get money back answer Is no Basically big scam I have ************************************************************************* wait for them as they said we wont pay anything if you fix your self without prior authorization from us Heat is killing us my family suffering dont know what to do was advices yo report to you guys Please help me I have emails communication with them they dont answer any of my question but they keep coming with more stupid questions Help please

  

  Business Response

  Date: 08/03/2022

  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.
  
  ******************** Service Agreement went into effect on June 25, 2022. On July 6, 2022, 11 days later, he submitted an online request for his air conditioner. At the time of the requested service,we had not contractors that could service. Consequently, we asked ******************** to contact a contractor out of our network. There were several out of network contractors out at the residence to diagnose. The contractors agreed the compressor had failed or leaking. The indoor evaporator coil is leaking. One contractor advised the refrigerant is mismatched. The system is almost void of refrigerant. The facts of the claim were reviewed due to the possibility of a pre-existing condition. The Agreement only covers eligible failures that occur during the warranty period. If the system or appliance was in good working order at the beginning of the Agreement, it is not eligible for coverage. This is specified in the Agreement, under section; What Is Covered? We refer to residential systems and appliances as Items. To be a Covered Item eligible for Service, the Item must be within the main foundation of the Home and attached garage (the Serviceable Area), specifically listed as covered in your coverage and in good and safe working condition as of the Effective Date (unless a defect could not have been detected by a visual inspection or simple mechanical test).
  
  A supervisor reviewed the home inspection. The ** was not inspected. It indicated the unit to be 32 years old and needed an HV** technician to look at it, it indicated he outside unit had damage and was not on a pad, there were other observations and recommendations for the homeowner to take care of this issues. On the disclosure agreement there was also an acknowledgement that there was something wrong with the heating side of it. 
  
  ******************** told the supervisor via email that he did not read the inspection report thus he did nothing to address the issues or recommendations that were given to him. ******************* claim was denied as it is evident that the failures occurred prior to the Agreement going into effect.
  
  The Agreement does not replace responsibility of homeownership. It is the responsibility of the homeowner to have an HV** system checked by a qualified professional. Even though it is not required to have an HV** company inspect the HV** system, it is a safeguard for the homeowner to have one done in the event of issues such as this and the cost for an inspection is reasonable, but repairs can be costly. These best practices are often written into each home inspection report.
  
  We regret, that we cannot be of further assistance in this regard. Our Agreement is not a remedy to bring systems or appliance back in good condition when the system or appliance was not in good condition prior to the Agreement effective date.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:07/29/2022

  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.

  Filed a warranty claim to have my refrigerator repaired on 7/14. A company called Appliance Medic came out and collected ****** from me as a part of my warranty claim in order to fix my fridge. The guy named **** said he had to order a fan and fix the broken door and advised me he would be back the following week to complete the repair. He never came back and refused to return my calls. I put a request on the website to get a status update and still never got one. I called **** to let them know the issue. They tried to reach the company and could not reach them either. The guy who I was speaking with spoke to his supervisor who said I would not have to pay for the same repair twice so they put in a request to have Appliance Medic come back out but the company did not call nor show. I requested a different contractor come out because the old company would not complete the job nor return any calls so I had no choice. The new company called today to schedule the repair and told me that I would have to pay them the fee to come out and do the work. After calling **** and speaking with another rep she told me I would have to pay again and would not be reimbursed and I would have to pay again for the same repair. They refused to call Appliance medic back to complete the repair because they said that contract was canceled when the new contractor was dispatched due to them not showing up or responding. Now I am out of ****** and still no working fridge. Wasted hundred of dollars of food. I want reimbursement for my food loss and my fee paid to Appliance Medic for the job they did not complete.

  

  Business Response

  Date: 08/01/2022

  The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by *******************. We have located Mrs.******** ******* ************ Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  There was some confusion. Our records indicate on July 26, 2022, the independent contractor, Appliance Medic reported that they have checked their suppliers and the parts needed for repair are on backorder. They request that we look for the parts. Before our parts research got into the claim to check the availability of parts, on July 28, 2022, ****************** submitted online a request for another contractor, the new contractor submitted online that he accepted the dispatch and scheduled for 8/22. This put the brakes on Appliance Medics work order.
  
  A customer advocate called Appliance Medic and left a voice message to advise them that they are to continue with their work order *******, and we have sent his parts request back to parts research to hopefully locate and order the parts. When a contractor asks us to supplier parts, it is presently taking approximately 3-5 business days to locate and order the parts. The parts research department will advise ******************* if there is a backorder on the part. For ******************* convenience, the phone number to our purchasing department is ************.
  
  To explain the delay. Appliance Medic orders their own parts, thru their own suppliers, using **** HBW account.Our records show, Appliance Medics scheduled appointment was 7/15/22 to diagnose.On July 18, 2022, Appliance Medic ordered the parts thru their supplier. They do not contact us for this process. There supplier gave an eta of 7/22/22. Then on July 26, 2022, Appliance Medic contacted us because his supplier told them the parts were on backorder and they wanted to know if we can get them any sooner.
  
  We appreciate ******************* as a customer and can understand she is upset.  **** HBW would like to expedite every repair. If the part were readily available, the refrigerator would have been repaired in a timely manner.  But we have no control over backordered parts,factory orders or shipping of parts or other delays caused by a contractor or supplier as we are each separate operating companies. 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 food loss compensation. 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. The Agreement does not provide for any type of financial compensation due to the breakdown of the refrigerator. This is specified in the Agreement Terms of Service, under section: IV. Exclusions; Liability Limits (f) ** no event shall we be liable for any indirect, special, punitive,or consequential damages of any kind suffered by you or any third party.
  
  We apologize for any frustration or inconvenience that ******************* has experienced during this time of repair.  We value Mrs. ******** business, and we look forward to having this wrapped up soon.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17643155
  
  I am rejecting this response because:

   

  I am not clear on whether or not Appliance Medic will repair the refrigerator or refund me for my service fee paid to them. I called to get an update from them many times and was not able to obtain any of this information prior to this message. To clarify, I want either the fee for Appliance Medic refunded so I may chose a different service provider or to have them complete the job they started and fix the refrigerator. I am not in favor of having them complete job because they have been unresponsive to voicemails, and phone calls from both myself and your staff. I do not currently have a working refrigerator even still in a home of 5 people. At this point I want it fixed as soon as possible. I have no way of knowing how fast they will complete the repair.

  
  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.
  
  On August 1, 2022, our appliance research located the parts and ordered them thru our supplier, Reliable. Reliable delivered the parts to the contractor on Thursday 8/4/22.  It is between ******************* and the contractor to schedule to complete the repair. The contractor has been sent to our contractor relations manager to make sure the contractor completes the repair.
  
  It is often a difficult decision to start the claim process over with a new contractor as this can create an extended delay versus staying with the contractor who has already been approved and has the parts ready for install.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:07/29/2022

  Type:Delivery 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 my air conditioner fixed through our warranty since 07/15/2022. My husband and I are senior citizens and we both have health problems. We really need this resolved and have had no luck when we call. The following is a summary of the events.Friday 7/15 made service request 7/19 contractor came and evaluated the air conditioner 7/20 home **** received evaluation 7/22 made call to check status of service ticket. Was quoted $450 out of pocket charge and I approved the charge. I was told by home **** that the order for compressor would be put in that day(7/22). Rep said compressor (and other equipment) should be installed by middle of the next week (by wed 07/27)7/28 I called to check on status of the order since there had been no update since 7/22 and it was past date rep quoted the work would be finished. I was told by rep **** that the order for equipment was to be sent to procurement department that day. **** also contacted Arrow (local contractor) to ask if they wanted equipment picked up or delivered. Arrow said they can do either way.**** said soon as procurement **** determines local vendor has required equipment either Arrow or home **** would call with an update. 7/29 called and was told the equipment order had not been placed but they would place it that day. Rep said she would email her supervisor to try to escalate the claim.7/30 Callled and was told that the order for the ac parts had still not been placed. I requested for a supervisor to call me. I am still awaiting the call. I truly believe this company is bordering on criminal. They have no sense of obligation to provide their customers prompt service when they need it most. We have had many days with heat advisories or extreme heat warnings since we placed the service request. I am livid to find out that as of today the parts still havent been ordered. Any help getting this resolved is very much appreciated.

  

  Business Response

  Date: 08/01/2022

  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.
  
  On July 29, 2022, the compressor was ordered with an ETA of 8/1/22, today, for the independent contractor to pick up at the local ***** distributor. It is between ****************** and the contractor to schedule. On July 20, 2022, the contractor submitted his diagnostic report informing us he needs a new compressor. On July 22, 2022,******************* accepted the out-of-pocket costs that the Agreement does not cover. The contractor was approved their labor rate to install a **** HBW supplied compressor. Due to the extreme heat, we have all been experiencing, our procurement department is presently experiencing a backlog; we allow them 5 business days to locate and order parts.
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ******************* felt during this time. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but during the peaks of summer, when temperatures rise sharply, the volume of HVAC calls increases substantially. The service contractor schedules spike and not always able to service as quickly as a customer would like. Our parts research will have a backlog on locating and ordering parts. The supply houses experience a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of HVAC equipment nationwide. These delays bought on by the high temperatures are a condition that is beyond our control. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  We apologize for any frustration or inconvenience that ******************* may have experienced during the claims handling process.  We value Mrs. ******** business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation