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Business Profile

Home Warranty Plans

2-10 Home Buyers Warranty
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:

    On October 25, 2021, BBB recognized a pattern of complaints from consumers regarding customer service and service issues.  Consumers allege when calling the company they are put on extended hold times, ranging from 30 minutes to 2 hours; receive limited communication, i.e. consumers not receiving claim updates as needed or requested and report unreturned phone calls after escalation requests. It is also reported by consumers there is unclear communication about the role 2-10 plays throughout the claims process.

    On November 17, 2021, 2-10 Home Buyers Warranty responded to Better Business Bureau concerning the pattern of complaints.  2-10 Home Buyers Warranty is working with BBB to eliminate the underlying pattern of complaints by accomplishing the following:

    1. 2-10 Home Buyers Warranty's position regarding the concerns and allegations outlined in the pattern of complaints 

    “2-10 Home Buyers Warranty (2-10 HBW) is committed to providing world-class products and service to our customers. We process hundreds of thousands of successful claims a year from our valued customers. Unfortunately, we have been affected by global supply chain issues that have impacted both 2-10 HBW and the Home Warranty Service Agreement industry overall. Like many companies, 2-10 HBW is also facing the consequences of a labor shortage, which has negatively impacted our ability to respond with the timeliness our customers are accustomed to. 

    We acknowledge the BBB’s concerns about a pattern of complaints regarding service and are taking every action we can to fulfill our commitment to our customers. We value our customers’ feedback. It has been a driving force behind the many changes and improvements 2-10 HBW has already made and will continue to make to provide the best experience possible. 

    Our goal is to do the right thing for our customers. Despite both industry and nationwide challenges, 2-10 HBW is implementing even more robust programs to provide the world-class customer experience our customers deserve.” 

    2. Steps 2-10 Home Buyers Warranty is taking to address these issues: 

    “Many of the complaints in the outlined pattern revolve around problems of timeliness and communication. We are always working to improve customer experiences and the claims process. We have already taken the following steps to help our customers understand their claim status and complete their claims timely and effectively. 

    Reducing hold times and simplifying claims submissions. 2-10 HBW has developed new strategies to reduce hold times and give our clients more power throughout the claims process. This includes providing clearer access to claim-status updates and self-service tools to better serve our clients throughout the claims process. For example, we implemented an Action Center in all of our customers’ online accounts. The Action Center allows customers to (a) file claims online, (b) contact their Service Contractor directly for status updates, (c) request sooner service, (d) submit documentation, and (e) escalate claims when necessary. 

    Expanding our systems. By investing in our people and systems, 2-10 HBW provides customers more ways to communicate with us, especially online. We foresee that this investment will reduce escalations and provide an improved claims experience. 

    Clarifying 2-10 HBW’s role in the claims process. 2-10 HBW’s role in the claims process is to determine whether a system or appliance failure is covered under the homeowner’s Service Agreement. We then provide the homeowner with financial relief for Failures to Covered Items. 2-10 HBW pays the same amount for Failures to Covered Items whether a homeowner uses a contractor that 2-10 HBW has a pricing agreement with or a contractor of the homeowner’s choosing (which generally means homeowners will pay more when they choose to use their own contractor). However, 2-10 HBW always tries to use a contractor with whom 2-10 HBW has a pricing agreement to ensure that homeowners benefit the most from their Service Agreements. 

    Our product descriptions and Service Agreements define the claims process and terms relevant to the process, along with our role in the process. We update such language whenever we see common confusion about the terms. 

    We’re leveraging our relationships with wholesalers to source systems and appliances, and their Components; our independent Service Contractors to diagnose and address Failures to Covered Items; and our internal leadership teams to provide quality coverage at a palatable price to our prospects and clients.” 

    3. Company’s position regarding the advertised claims: 

    “2-10 HBW updated all links to the BBB website to the specific pages requested by the BBB. All references to our BBB rating have been removed to avoid any fluctuations that may occur in our rating. The 4.3 out of 5 rating that the BBB inquired about is from another rating website, Avid Ratings, which we also removed to avoid any fluctuations in that rating."

    On May 23, 2022 BBB recognized an additional pattern of complaints from consumers reporting they are denied an appliance replacement even if the part needed to repair the item is no longer in production. 

    On May 27, 2022, 2-10 Home Buyers Warranty responded to this new pattern with the following:

    "2-10 Home Buyers Warranty prides itself in helping homeowners address breakdowns in the complex systems and appliances that they depend on daily in their home. No doubt these problems can be disruptive to a homeowner and hard to solve. Often, the most efficient and timely solution is to repair the broken system.  Repairs, which are more sustainable solutions, can also avoid undue delays associated with the lack of replacement systems and appliances due to continuing supply chain disruptions and shortages many communities are experiencing. We are also seeing these supply chain disruptions, and related decisions by manufactures and suppliers, impact the availability of parts needed for a repair.  While we continue to make an exerted effort to source parts from a variety of sources, when a part needed to make a repair is not available, it remains our policy to replace the broken system or appliance (if a replacement unit is available). Of course, in such situations customers may receive (and often prefer) a cash offer in lieu of the repair or the replacement."

Complaints

Customer Complaints Summary

  • 796 total complaints in the last 3 years.
  • 202 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 September 29, 2021 I purchased a Home Buyers Warranty through 2-10 Home Buyers Warranty, Service Agreement Number REG2DTCphv2W-11068469D, in the amount of $571.17.On July 13, 2022 I placed a service request for my dishwasher, workorder number ******* assigned to **************************** **************. On July 14, a South Texas Appliance Representative was dispatched to my home. Said he'd submit an order for parts. On July 19, 2022 I called **** HBW and ********** informed me parts were ordered and were due in July 26, 2022.On July 20, 2022 I received an email from South Texas Appliance contractor that some parts were no longer available for the dishwasher, and they informed ****.. I called **** customer service who informed me **** ********************* would inform me of their decision. I did not hear from ********************* On July 22, 2022 I called *************** at **** HBW, **************, and was on hold for 1 hour and 12 minutes I left my call back number; no response. July 26, 2022 I submitted an Escalation Form to **** I had not received an update; no response.July 29, 2022 I called **** ********************* and was on hold 1 hour 41 minutes before a representative answered. She said the service contractor did not give them the parts numbers. I gave her the parts numbers from my receipt; she had to get approval from supervisor to take the parts numbers. She verified some parts were in stock, not in stock, or no longer available. She said info will be submitted to the parts department I will have a decision in 3-4 business days.The entire process with 2-10 Home Buyers Warranty Company has been an absolute nightmare:--No update information on their Portal --Incredulously long wait times to get a representative on the phone,--Constantly referred to another department with more long wait times and run arounds I'm requesting a refund of the Service Agreement fees of $571.17 for **** HBW's failure to provide timely service

    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.

    A supervisor tried calling *************** 3 times, July 20, July 22, and July 25. Each time, she received an error;call cannot be completed at this time. We were able to get a hold of the contractor. We checked parts availability. It was found that one of the eligible parts was no longer available. At that time, determination was made to research unit replacement. On August 2, 2022, an email was sent to **************** with the option to 1) replace her dishwasher with a Frigidaire, which is comparable in size, primary function and efficiency, or 2) provide her with cash in lieu of replacement. **************** accepted the replacement.

    We do understand how frustrating It is without a properly working dishwasher. On occasion, attempts to repair do not work, defective parts or additional repairs are required. Parts can also be hard to locate, backordered, no longer made, etc. We are a repair company, delays such as this 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 regret that we will not be able to offer reimbursement of the full term of the Agreement but continue to be willing and able to cancel and apply a pro-rata refund, less repair costs,for the remaining term of the Agreement. Should **************** request to cancel her Agreement, the instructions are in her Agreement Terms of Service, under section; VI. Ending This Agreement. She can also email **********************.

    We apologize for Ms. ******* experience with hold times, particularly during our busiest season, when temperatures rise sharply and/or become extreme. This is due to the high volume of HVAC claims that are generated. Thus, our call centers experience an unusually high volume of calls, and we are not always able to provide the immediate service that the customer is requesting.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 08/04/2022

     
    Better Business Bureau:

    I accept the statement and explanation by @-10 Home Buyers Warranty Representative, and I accept their offer to replace the dishwasher.  Although, I refute their explanation of attempts to contact me.  I received one call from their *********************** on August 1, 2022, explaining that their ********************** would email me with an offer.  That's the only call I received.  Anyway, again, I accept.

  • Initial Complaint

    Date:07/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    **** homebuyers warranty company was contacted on July 5, 2022 and notified that the air conditioner stopped working. They sent their preferred in network technician, Sicilia Refrigeration and Air Conditioning, to evaluate the problem and he did so on July 8, 2022. I paid a $100 diagnostic service fee at the time of visit. The technician from ******* determined that the compressor was broken and he recommended replacement of the compressor or to consider replacement of the entire air conditioning unit. He submitted this diagnosis and the detailed information through his online portal with **** home warranty company. This is where the problem begins. Despite 7 phone calls for which I have had to wait anywhere from 30 minutes to 2 1/2 hours on hold, multiple conversations with the ******* technician and myself, and multiple emails from the technician at ******* with **** home warranty company, **** home warranty company states that they do not have the full diagnosis and cannot proceed any further with the claim. So today, I called **** home warranty company again for the 8th time and was able to speak with a representative. Then I merged the call with the technician from *******. Despite all three of us being on the call, the representative from **** home warranty was unauthorized to take the information from the technician for the claim to be processed. She stated that the technician needed to call the authorization department in order to give them the information. Unfortunately, the technician from ******* does not have 2 hours to wait on hold to speak with someone who can authorize the diagnosis. So nothing further can be done for my claim. Since July 5, 2022, I have not had air conditioning and I am 79 years old with medical problems. **** Home warranty company told me I could have my own technician repair the air conditioning unit and they would cover $300 which is nowhere near the cost of a compressor or air conditioning unit that is covered under warranty.

    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.

    The independent contractor, Sicilia Refrigeration & Air Conditioning is not considered a preferred network contractor. He does not have an agreed pricing agreement with us. He is a contractor that we do not use very often. He can accept dispatches online,however, we never received an online diagnosis from this contractor, perhaps he did it incorrectly, or he needs to be educated on using the **** HBW contractor portal. All we have received online from the contractor is the compressor is not pumping and the system is old. On the online portal, there is a diagnosis template that needs to be filled out to be sure we get all the information. This template was never completed by the contractor, or we never received it. There are no other details, such as model/serial, cost breakdown, part numbers, etc. that the contractor has provided. Contractor relations has spoken to the contractor,and he has told us he will submit the full diagnosis. Compounding the issue, is **************** lives in a complex and the ** is on the roof. We do have plenty of preferred network contractors in the area, however, not all contractors will work on rooftop **s. A contractor relations advocate has been asked to follow up with the contractor and keep **************** up to date. On August 1, 2022, the advocate contacted ******* requesting a full diagnosis. She found out that ******* did not have a complete diagnosis as he only had an 8 ft ladder, he needs a 24 ft extension ladder. ******* has scheduled to go back to the home this week to complete the diagnosis. As a backup, the advocate also located another network contractor that can service a rooftop unit in a timely manner, if for some reason, ******* does not service. The advocate has agreed with **************** that she will continue to follow up.

    We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort **************** felt during this time. All the contractors we utilize are independently owned and operated. On occasion, difficulties arise between **** HBW and a contractor, rather it be difficulty getting the complete diagnosis or disagreement on pricing. This is a condition that is beyond our control 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.

    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

    Customer Answer

    Date: 08/04/2022

     
    Complaint: 17642291

    I am rejecting this response because:

    An advocate from **** contacted me and I appreciate that effort. No other air conditioning repair company or technician contacted me or was sent to evaluate my air conditioner. ******* contacted me and he stated that despite **** requesting that he reevaluate my air conditioning unit, it was not needed so he is not coming back to reassess my unit. He has all the information that he needs from his initial evaluation. The request/need for a ladder is erroneous information. My air conditioning unit on the rooftop is completely assessable by a stairwell. ******* stated that his next step is to email **** pricing for the equipment. He will email this to them by tomorrow, Friday, August 5.

    Regardless whether **** calls ******* a preferred in-network contractor or a third-party contractor, **** chose to work with and use *******, I did not. When there were ongoing issues with miscommunication between ******* and **** over 3 weeks ago, I requested that a different contractor be sent and utilized. However, I was told this was not possible. So I believe that **** needs to take accountability for their relationships and communications with the contractors that they choose to use.

    So I reject the response from **** because nothing has transpired to progress my claim to repair or replacement of my air conditioning unit since I first filed the complaint. While I completely understand and respect possible delays due to weather, back order of equipment, and even reasonable issues with contractors, I have no understanding of the delay that has occurred since Silcia evaluated my air conditioning unit on July 8, four weeks ago tomorrow, that has delayed my claim.

    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.

    As **************** is aware, we are staying with the independent contractor, *********************. **************** has accepted the out-of-pocket costs. Once the advocate hears back from the contractor  to finalize the costs, the equipment will be ordered.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 08/22/2022

     
    Complaint: 17642291

    I am rejecting this response because the quote of my out-of-pocket cost which was $2200 for the installation and equipment of the indoor unit is now apparently not correct. Even though I was quoted this exact cost by both the independent contractor and **** home warranty, I am now being told that I may have to pay more. I was notified of this possible discrepancy error on Friday, August 19th - 6 weeks after the independent contractor came to evaluate the ***** As far as ordering the equipment, I had already agreed to the out-of-pocket cost of $2200 so I am under the impression (as I was told by **** advocate) that the equipment was already ordered and had been delivered just awaiting the independent contractor to pick up. Nothing has been scheduled for the replacement of the *****

    Sincerely,

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

    Business Response

    Date: 08/26/2022

    The Office of the President at Home Buyers Resale Warranty Corporation ("**** HBW") is in receipt of the rebuttal submitted by *****************  Thank you for the opportunity to review further.

    The condensing unit was ordered thru the supplier, Carrier *********, located in ********** ** for the contractor to pick up. ******* gave an eta of 8/17/22. The contractor is supplying the indoor air handler. The air handler is being replaced because the existing air handler would not be compatible to the new condensing unit. The contractor was advised he would be supplying the air handler, since it is not covered under the Agreement. With this said, the out-of-pocket costs the contractor gave us,we believed it included the air handler. On August 29, 2022, the contractor advised that the out-of-pocket costs did not include the air handler, just labor. He will be charging an additional $700 for the air handler for a total out of pocket cost of $2,900. If **************** accepts the additional charges, it is between **************** and the contractor to schedule install.

    As our previous response indicated, the contractors are independently owned and operated. We are each separate operating companies. When there are out of pocket costs that are not covered under the Agreement, we have no control what or how much their out-of-pocket charges are. There are instances when we are given misinformation or problems that arise during installation which could increase cost. These issues are beyond our control.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    They didnt cover my water heater. I had to call 4 different times, it took over a month for me to get an answer. First they told me I had to pay $250 and I agreed , second phone call no one contacted me so I called again the same thing, on the third phone call I was on hold for over 3 hours and they said my coverage was not enough and they would send me $1200 but I had to cover the rest from my personal funds. I was missed informed and told my coverage would cover my units and it didnt I had to pay $2100 from my pocket. I talked to the manager and was very rude and told me it was not their problem. My kids and I had to go to other peoples houses just to take a shower, it was irresponsible, rude and never offered any help. In my last email I was told about a luxury package that was never offered to me, I said okay add it and they said it was to late. I told the manager if I am paying extra for my garage door I would have done the same for the luxury package if they would have told me but I was never offered that.***********************

    Business Response

    Date: 07/29/2022

    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 Agreement cover water heaters up to $1,250. This is specified in the Agreement Plumbing trade section;Plumbing - Dollar Limits Cost to diagnose, repair, and/or replace: Water heater - $1,250. This amount is usually sufficient or close to replacing a standard gas water heater. Mr. ******** water heater is a 75-gallon Power Vent water heater. The water heater alone is approximately $2000. The cost of replacement far exceeds the cost of the $1,250 limitation. When this occurs, we offer the homeowner the maximum in cash. This is specified in the Agreement Terms of Service, page 8, under section; I. Payments. (a) We may, at our sole discretion, offer money to resolve a claim (Payment), for example, when: (1) the cost to address a Failure
    exceeds an applicable Dollar Limit.

    We regret, we cannot be of further assistance in this regard. ****************** was reimbursed as outlined in his Agreement.   We apologize to ****************** that he did not receive the quality service that he expected as **** HBW is committed to providing superior home warranty protection and customer service. His feedback allows our company to serve our customers better. We will have his concerns reviewed and addressed internally so we may make corrections and continue to improve our service. 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:07/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased the home warranty when I bought this home . Subsequently, my A/C went out last month. It's been over 100+ degrees in ********* every day since. My electric **** is over $700.00 because of my malfunctioning A/C. Parts were ordered and lost. Reordered and not received. Cant get an straight answer from company with an updated ETA.

    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 ************** Sr. ** have located ************* ************************ Agreement (Agreement) and applicable claim.** thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    Our records indicate on June 27, 2022, ************** Sr requested service on his air conditioner. The independent contractor, ********************** accepted the dispatch and reported this is a Heat Pump system and the *** evaporator coil, located inside the air handler is leaking. The contractor was approved their labor rate to install a **** HBW supplied *** evaporator coil. On July 1, 2022, a representative called ************** Sr. that the coil has been sent to our research department to locate the correct coil. This normally takes 3-5 business days. This evaporator coil is an Original Equipment Manufacturer (***) part.  This means that the identical evaporator coil must be ordered for the air handler, as a universal evaporator coil would not be compatible. On July 7, 2022, the coil was located and ordered to be shipped to the contractors shop with an eta of 7/22/22. On July 18, 2022, the contractor informed us, he will also need the **** The part was immediately ordered with an eta of 7/26/22. *************** called in to check the status. On July 30, 2022, the contractor reported online, the work has been completed.

    ** do understand how frustrating it is without a properly working air conditioner. The contractors we utilize are independently owned and operated. The contractor did not notify us until later that he also needed a **** This parts delay is a condition that was beyond our control. It states in the Agreement Terms of Service, section VIII;** 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.

    ** apologize for any frustration or inconvenience that ************** Sr may have experienced during the claims handling process.  ** value ************* Srs 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

     
    Complaint: 17637088

    I am rejecting this response because:today'sdate 8-1-2022 my wife and I are still waiting for a call back since we cannotreach anyonewith ****. Our a/c is in the same state as it was on 7-27-2022. It is not working. When **** sends a repair person to attempt to fix our a/c it will be there 3rd attempt.

    Sincerely,

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

    Business Response

    Date: 08/03/2022

    The Office of the President at Home Buyers Resale Warranty Corporation ("**** HBW") is in receipt of the rebuttal submitted by **************.  Thank you for the opportunity to review further.

    Our records indicate on August 1, 2022, ************** Sr spoke to a representative. The representative called the contractor.The contractor informed us, he replaced the coil last week, but on Saturday ************* called them back. They went back to the home and found a leak on a factory fitting and repaired it. On August 3, 2022, a customer advocate called the ***** residence and left a voice message asking if the system is working. The advocate then called the contractor. The technician was out there this morning,At the time the system was cooling. He does plan on going back out later this afternoon to evaluate the air conditioner further. The contractor will report his findings.

    HVAC repair is not a perfect science, it is complex and occasionally multiple visits from a contractor are required. When a contractor reports one or two components have failed, we will continue with repair. There are times repairs do not hold,additional repairs are required, one part had to be replaced to further diagnose,an HVAC system can be intermittent and therefore a contractor is unable to diagnose until the system shows symptoms, or contractors can misdiagnose. These are unforeseen delays that are beyond our control. As we stated in our previous response, 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.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/26/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Have tried contacting **** since July 22nd over the phone. Since then, I have been placed on hold multiple times, each session nearing 2 hours in length, before being dropped. I am trying to get a replacement HVAC system because an HVAC repairman ruled my unit is not repairable, and I should get a replacement unit. I am currently in an 87 degree home with no air conditioning, and none of the representatives care to find me a resolution to my dead AC unit. The home buyers warranty I have covers AC unit repair and replacement if the unit is not repairable. The warranty specifically states if the unit is in need of replacement, I am entitled to $2500 towards a new unit. This insurance company is reluctant to pay out, and will play every trick in the book to not paying out a dime.

    Business Response

    Date: 07/27/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ********************. We have located ********************************* Agreement (Agreement) and applicable claim.We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    **** HBW has numerous independent network contractors in Mr. ********* ******* area, ready and able to ******* in a timeframe consistent with the busy season. Mr. ********* contractor reported he cleared the clog in the drain line. And there are other issues with the system. He did not go into detail. He also noted that the evaporator coil is so rusted that the rust going down the line will clog the line again. ******************** should know that condensate drain lines are specifically excluded from coverage.This is located in his Agreement, under the Air Conditioning trade section,under exclusions. His contractors report is not enough information to make an informed decision.

    We have decided to dispatch to the independent network contractor, ******* ********************** *************, work order ******* to evaluate the air conditioner further. The ******* fee is waived. As stated, we do have contractors in his area, but they might not be able to ******* as quickly as a customer would like.

    We apologize for Mr.********* experience with hold times. When temperatures rise sharply, all the **** contractors, supplies and this call center experience an unusually high volume of calls and not always able to provide the immediate ******* that the customer is requesting. 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:07/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our air conditioner have been out since the first week of May. Our home warranty 210 sent a technician out around the 19th of May at that time we were told that we needed a Evaporator Coil. The coil was supposed to been ordered but it was not. The Coil was then ordered around the 21st of May. We were than told it would be about 2 weeks. The 2 weeks came and we did not hear anything, my husband called and was told the part was not ordered and the 210 representative placed the order again. My husband then contacted 210 again and was told the part was in *******, **; however the contractor they hire to install the part works from his home, so the part can't be delivered to house address and the part was returned back to *******, **. We have been suffering in this home, my husband is a disabled veteran and have medical needs, he can't be exposed to high heat temperatures and as you know the temperature has been in the 90's plus. We have been getting the run around from different representatives, they do not know where the part is or if it was ordered again. They're not sure when the part will be in. Please help! we have nowhere else to turn to. I do not want my husband to have a heat stroke. We have never missed a monthly payment and they have been taking their payments every month and we are still suffering. The part number CNPVP4824ALA. Thank you

    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.

    Our records indicate on June 13, 2022, the independent contractor, CasMech Heating Cooling and Refrigeration reported the evaporator coil is leaking. The contractor was approved their labor rate to install a **** HBW supplied coil. A Carrier coil was ordered to be shipped to the contractor with an eta of 6/20/22. On June 23, *************** called in to check the status. The rep called the contractor. He informed us the coil has not come in. This was sent to our tracking department for eta. On June 23, we contacted Carrier. They informed us, the coil is on backorder with no eta. However, Carrier said that they have a substitute coil that should work. We confirmed with the contactor, the substitute coil would work. The coil was ordered with an eta of 7/4/22. On June 29, We contacted Carrier. Carrier told us the contractors address is showing up as a residential address and they will not be able to deliver to residential address; it must be a commercial address. The contractor was contacted. He states that his address is residential,and he Carrier always gives him a hard time. As not to delay the claim any further, we offered the contractor a trip fee if he is willing to go pick the coil up at the local Carrier branch. On July 14, the contractor said that Carrier canceled the purchase order because of stocking issues and the coil needs to be transferred in from another branch. Carrier was contacted and we confirmed the Carrier canceled the purchase order because they were out of stock. The coil was immediately re-ordered. Carrier gave us an eta of 7/19/22.On July 20, the coil still had not arrived at the branch. Carrier was contacted and we were told that the coil has still not been transferred to the local branch and it can take about 5 business days to do this. On August 1, 2022, Carrier notified us by email that the order has been cancelled. There was no explanation.Parts research had not choice but to locate another manufacturer, supplier. We contacted *******, they informed us that the coil is in stock and can be shipped to the contractor with an eta of 8/9/22. The coil was immediately ordered. The contractor has been contacted. He informed us that he never has problems with *******. Once the contractor receives the coil, he will return to the property and complete the repair. It is between the homeowner and the contractor to schedule.

    We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort *************** 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 we have no control over third parties, as in this case the Carrier supplier. Compounding the fact that during the peaks of summer, when temperatures rise sharply, the volume of HVAC calls increases substantially. The service contractor schedules spike and not always able to service as quickly as a customer would like. Our parts research will have a backlog on locating and ordering parts. The supply houses experience a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of HVAC equipment nationwide. These delays bought on by the high temperatures are a condition that is beyond our control. It states in the Agreement Terms and Conditions, B-9; We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts,equipment, weather or labor difficulties.

    We apologize for any frustration or inconvenience that *************** has experienced during this time of repair.  We value *********** business, and we look forward to serving her future warranty needs.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 08/09/2022

    I recently filed a complaint with BBB in July, received a response back from the company 2-10 Home Buyers Warranty stating the part we have been waiting for since May for our ** unit would be delivered today (08-09-22) to the contractor. My husband have been calling all day, been on hold over an hour and left several messages and still we have not heard back from anyone. It's now after hours. It's extremely HOT, and we have been without ** since the beginning of May. Every month the company deduct their payment, but we're still suffering. No one has contacted us to say if the ** part has arrived or not. **** blames the 3rd party Contractor that **** Contracted with. The reply I received to my first complaint with BBB, **** stated that they are not responsible for their contractor(s) that they hired. I'm confused because the contractor don't have anything to do with getting the parts we need for our **. This is so unacceptable and I'm so frustrated because we have no where else to turn to, I guess big businesses really don't care.

    Business Response

    Date: 08/10/2022

    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 5, 2022, ************** called in for a status of the part. We contacted the supplier; ******* and we were advised that the part will be delivered to the contractor on 8/8/22. On August 8, 2022, a customer advocated called the supplier, *******. The ******* associate advised the coil and TXV were delivered personally to the contractor on 8/8/22 at 5:27pm. It is between Mr. and *************** and the contractor to schedule, as this is beyond our control.

    As our previous response indicated, the supply houses experience a backlog creating delays in getting the equipment out the door. This time of summer, many suppliers are overwhelmed, they arent able to ship parts and equipment as quickly as the consumer or **** HBW would like. The **** contractors are also extremely busy and not always able to service in a timely fashion.

    As a gesture of goodwill, we have reimbursed *********** $75 service fee as an apology for any frustration or inconvenience that she may have experienced. We value *********** business, and we look forward to serving her future warranty needs.

     Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/25/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have them for our home warranty and on On 7/15 a contractor came out and determined the compressor is non-repairable. Weve tried 4 times to get 210 home warranty to help resolve the issue. They keep saying it need Approval from there purchasing department. We havent had AC for 10 days and the ***** heat is over 100 degrees daily. We have an 8 and 6 year old in the house. Please, assist us in getting this resolved. Thank You, ***********************

    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 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.

    Mr. ****** air conditioner is a Trane system. All Trane compressors are Original Equipment Manufacturer (OEM)part.  This means that a Trane compressor must be ordered for the outdoor condensing unit, as a universal compressor would not be compatible. On July 27, 2022, are parts research contacted Trane. Trane responded with the compressor that was needed. They currently have stock in there ******* distribution center. The compressor was ordered for the compressor to be shipped to the local Trane supply branch for the contractor to pick up locally with an ETA of 8/6/22. Once the compressor is available for pickup, the contractor will return to the property to complete the repair. It is between ************** and the contractor to schedule.

    We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ************** 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. Compounding Mr. ****** specific situation, is the compressor was OEM. 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 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:07/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 2021 I filed a service request. The nature of the problem both bathrooms water was backing ** causing a flood .The problem is the septic pumps aren't connected. So **** sent the plumbers and the electricians all for nothing all they do is blame each other for not properly installing them the right way. Giving me the around down. So this year i have made 3 complaints regarding a water leak, the linoleum coming off the floor as well as the water backing up to the bathrooms and outside on the over flow do to the septic pumps not working considering that this is a new home built Oct 2021 shouldn't be having this issues for been a new home. Can you guys help me resolve this issue. Thank you.

    Business Response

    Date: 08/01/2022

    2-10 Home Buyers Warranty (**** HBW) is in receipt of the complaint submitted by *************************  (homeowner). We have located the homeowners warranty which includes a 2 year Distribution Sytems and 10-year Structural Defect coverage provided by ************** LLC (builder).  Thank you for the opportunity to review and respond.

    **** HBW apologizes for any inconvenience that the homeowner may have experienced thus far.  We would begin by explaining the warranty coverage and what **** HBWs role is.  Section III of the **** Warranty booklet states, Your builder/seller will investigate and remedy all covered defects pursuant to the Construction Performance Guidelines.

    **** HBWs role is defined in Section VII as follows:  Warranty administrator means Home Buyers Warranty Corporation.  The warranty administrator is the creator and administrator of the **** HBW New Home Warranty program and is available to answer any questions you may have about the express limited warranties provided to you by your builder/seller under this booklet.

    As such, **** HBW not assist directly with repairs to the home nor are we the part that reviews for possible reimbursement.  Rather, we can discuss the coverage terms with both parties and assist with communication between a homeowner and a builder.  As the builder, **************,LLC determines which repairs will be made and what the timeframe is for repairs. 

    With this so noted, we disagree with the homeowners statement that **** HBW has sent electricians and plumbers to the property.  Any subcontractors who have scheduled and investigated were sent by the builder, **************, LLC.  Section VI of the **** Warranty does state that the builder has the method of repair, including deciding which companies will be utilized.  **** HBW does not have control over who the builder sends. 
    We also disagree with the homeowners request for a refund.  ******************** did not have to pay any money for the **** Warranty that was provided by his builder.  If ******************** would like to cancel the Systems and ****************** Agreement he purchased then he may do so by emailing **********************.  However, we would note that the homeowner has submitted his requests under his builders warranty and not under his systems and appliances service agreement, and that as such, that coverage is not relevant to the concerns stated in his complaint.


    **** HBW acknowledges ******************** frustrations.  We agree to contact the builder to request more information on what their intentions are moving forward.  A **** HBW representative will contact the homeowner with a status update once the builder responds.

    **** HBW would like to thank ************************* or bringing his concerns to our attention so we may investigate this matter further.  We agree to review with the builder who is the party that investigates and remedies covered defects and is also the party that has sent subcontractors to the property during previous requests.  Once the builder responds **** HBW will communicate the builders decision to the homeowner and answer any further questions they may have.

    Sincerely,
    *************************
    Sr. Warranty Administrator
    2-10 Home Buyers Warranty

  • Initial Complaint

    Date:07/25/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We got a **** HBW with the purchase of our home. In April 2022 we filed a claim for our range hood that quit working and they sent someone out who we paid a service fee of $100 to,since then we have been put on hold, told it was being delivered, we would get a phone call. The wrong size hood was finally delivered and the workers took the old one down, they then left the wrong one laying on the floor, wires exposed and left without installing or capping off the exposed wires. We called **** HBW and have been waiting, put on hold daily told it was being delivered or on the way, we would receive a phone call. We havent received anything, we are still waiting and our kitchen has a hole in the wall and empty space with wires still hanging down. A lady named ******* emailed me and told me she contacted the company delivering the range hood and they would contact me on Monday. It has now been 2 weeks and we havent heard anything and no delivery. I have emailed them back and no reply, I have called and left messages, , called and been put on hold and I am extremely aggravated and tired of waiting! I want the range hood replaced like they were supposed to do, or a check to buy one ourselves and the cost to have it installed. This has been the worst warranty service ever! We bought a new home and the 2-10 Home Buyers Warranty that came with it for peace of mind, it seems to be a ripoff, we are out $100, and without a range hood above our stove . We would really appreciate it if they would take care of this like they are and were supposed to!

    Business Response

    Date: 07/26/2022

    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 April 19, 2022, the independent contractor, ***************** and Sons reported the vent hood does not have a model or serial number. The bearing is locked ** in the motor and it is not repairable. Recommended replacement. Determination was made to research unit replacement. An email was sent to ******************* with the option to 1) replace her vent hood with a 36 GE, which is 2) provide her with cash in lieu of replacement.

    On April 25, *********************************** called in because she said the vent hood is too small. Hers is a 42.Parts research then found a 42 and emailed ******************* the offer. ****************** accepted the 42 and the vent hood was ordered thru the supplier, *******************.******************* had issues getting it out the door. On June 29, 2022, ****************** notified us that the vent hood has not been delivered yet. A customer advocate called ******************* and they advised it had shipped out and is supposed to be delivered by YRC freight, tracking number: **********, order number/invoice number: *********, phone number: ************. During the phone call, ****************** also emailed the advocate that she got a call from Holland trucking,and it was supposed to be delivered yesterday, but it was never delivered. The advocate contacted the shipper and was advised the vent hood was just off loaded at the destination terminal and the appointment clerk will be reaching out to her. The advocate responded to Mrs. ******** email that the clerk,Kelsie, will be contacting her to schedule. This is the appointment clerks number you can reach out to her and schedule the delivery as well ***************************. You will need to provide her with this tracking number:**********.

    On July 26, 2022, a customer advocate contacted the freight company at ************ and spoke with Kendo. The vent hood is on hand at the ********** location, the same city ******************* resides. Kendo said they can delivery it as early as today. All the customer information was repeated to Kendo, to make sure they have the customers information correct for delivery.

    As stated earlier, ****************** can also contact them as we have no control over scheduling difficulties/delivery of the vent hood.  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. If she continues to have issues, she can take cash in lieu of the vent hood, our cost for the hood $107 and $200 labor, totaling $307.

    We apologize for any frustration or inconvenience that ******************* has experienced due to the delivery of the vent hood. 

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 07/26/2022

     
    Complaint: 17619678

    I am rejecting this response because:

    Sincerely,
    I called the company and they said they dont have it, the **** came in without the freight They apologize they dont have it, they are looking in to the matter, they have no Kendo that works there, they also said they probably seen on the computer they had it, but they dont because they received the order **** but not the freight. Our hood range was worth more than $100, not to mention we also paid the service person ***************** and Sons $100. I cant get a replacement and pay for installation with $307 
    ***********************

    Business Response

    Date: 08/02/2022

    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.

    Kendo was at the main office,not the local supply house. We have alerted our Purchasing department.Purchasing will either re-order the hood or look for a comparable replacement.******************* still has the option of taking the cash in lieu of the replacement.As our previous response indicated. The supplies are separate operating companies. When they misplace an order, this is a condition that is beyond our control. 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.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 08/09/2022

    I would really appreciate if this is handled soon, I cant find a replacement 42 convertible hood for under $268 plus tax, and that isnt including the installation cost. I am extremely frustrated in dealing with matter since April19, 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,

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

    Customer Answer

    Date: 08/10/2022

    We have a complaint I accepted , but would like to go ahead and accept the $307 cash offer from **** HBW so we can be done with them and get our kitchen back in order.

     

    Business Response

    Date: 08/11/2022

    The Office of the President at Home Buyers Resale Warranty Corporation ("**** HBW") is in receipt of the rebuttal submitted by *******************.  Thank you for the opportunity to review further.

    We have processed the buyout in the amount of $307 and cancelled the new order for the vent hood. It will take approximately ***** business days to receive the check.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 08/17/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:07/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 condo on April 18, 2022. My realtor provided me with a one year 2-10 Home Buyers Warranty, which she paid for as a gesture of securing my business. The condo has a stackable washer/dryer unit which is all one piece. I noticed the washing machine is very loud and sounds like an airplace is taking of, as it works through the washing cycle. My realtor encouraged me to contact 2-10 Home Buyers Warranty, which I did in late May or early June of this year. I was assigned to one of their contractors, ******* of ******* **** Services, who came on June 14th to diagnosis the problem. All he ever did was take a photo with his phone, of the model, serial number etc. He never turned the machine on at all or looked at anything. I am required, through 2-10 Home Buyers Warranty program, to pay him $100 when he comes, which I did and have a receipt for proof of that. He is supposed to provide the diagnosis to 2-10 Home Buyers Warranty, so the process can move forward, but he never did that. They finally assigned my job to another one of their contractors, named A & D Appliance Repairs. Their employee, *******, came on July 21st and he really looked at the washing machine, took off the front, and ran it through the wash cycle, so he could hear the loud noises etc He told me that the transmission is failing, and because it would be too costly and time consuming for him to change a transmission, that 2-10 Home Buyers Warranty would get me a new stackable washer/dryer combo, to replace the one I have. I was very happy to hear this news, and even posted a great review about *******. However, the next day, 2-10 Home Buyers Warranty called me and had assigned me to another new contractor named Tinker Thinker LLC Appliance. I am still waiting to hear from them. I work 40 hours a week, and each time they send a contractor, I have to take off work, which is irritating me. Can you help 2-10 Home Buyers Warranty reach a solution quickly and satisfactorily?

    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 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.

    Many contractors find replacing a transmission, especially on a stackable unit time consuming and they prefer not to do the job. The independent contractor, Alpha Appliance Repair reported the transmission needs to be replaced. The contractor was approved their labor rate to install a **** HBW Transmission. This is currently in our parts research department, to locate and order the part. Once the contractor receives the part, he will return to the property to complete the work. Due to the delay in locating a contractor to do the job, ************ was offered cash in lieu of the repair. This is because we are a repair company. We do not offer a replacement due to delays that are beyond our control. As in this instance, difficulty locating a contractor to do the job. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors.

    We apologize for any frustration or inconvenience that ************ may have experienced during the claims handling process. We value ************ business and hope to have this wrapped up soon.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 08/02/2022

     
    Complaint: 17618842

    I am rejecting this response because:

     

    I am very glad to hear an answer directly from 2-10 Home Buyers Warranty.  I hesitated to accept this, so I had to choose to reject it, in fear that an acceptance would close the case.  I want this complaint to be open until I am fully satisfied with the solution.  I understand the points they presented.  ****** of Alpha Appliance Repair LLC came to my place on Saturday, July 30, 2022 for the very first time, and he told me he has already ordered the parts himself.  He will let me know and set up an appointment to change the transmission and get my washer properly running again without an airplane engine sound.

    In the course of these repeated contractors, (4 have been assigned to me of which 3 actually came to see the washer), I made calls to **** HBW and one of the women representative assured me that **** will cover the cost of my washer being repaired.  I will be very happy and satisfied if and when that happens.  I await that moment, to close this BBB case.

    Sincerely,

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

     

     

     

    Sincerely,

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

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