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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/23/2022

    Type:Customer Service 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.
    **** Home Buyers Warrant is the business. I contacted them On July 8, 2022, requesting service as provided by my contract # *******, at ************. I was assigned a contractor Fondern Heating and cooling ************ Claim #*******. After over two weeks I have not received any repairs. Contractor blames the warranty company (**** Home buyers' warranty) Warranty company said the will look into it. We are having serious heat related issues and need help. (Heat exhaustion, unable to sleep excessively perspiring and general heat in home, temperature outside has been in excess of 90 degrees for most of the time of the air condition failure)This the home of two elderly males with serious medical conditions and this delay will only hurt our conditions.#1) 86-year-old male with kidney failure. #2) 67-year-old male with cancer.I have contacted the Warranty company and the contractor with no results.

    Business Response

    Date: 07/25/2022

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

    The contractor reported the compressor is out and both coils are leaking. On July 22, 2022, determination was made to replace Mr. ******** air conditioner, indoor evaporator coil and outdoor condensing unit. The equipment was ordered for the contractor to pick up locally with an eta of 7/27/22. Once the equipment is ready for pickup, the contractor will return to the property to install the system. It is between ***************** and the contractor to schedule.   

    We understand ****************** felt the claim process for his air conditioner was unreasonably lengthy. During the peaks of summer, the volume of HVAC calls throughout the country increases substantially,service contractor schedules spike, part supply houses and our parts department experience backlog creating unavoidable delays. We apologize for any frustration or inconvenience that ****************** has experienced during this time of repair.  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:07/22/2022

    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 **** home warranty policy at the advice of my realtor when I purchased my home in 12/2021. My ** completely stopped working 2 weeks ago. I notified **** who sent over a contracted ** service company who said they needed to order a compressor. It cost me $100 for the ** company to come out and will cost another $108 out of pocket for them to fix it. However, it has been 2 weeks and I still have no **. The ** company stated they are waiting on **** to order the parts and I cannot get a hold of a **** representative. Also, the ** service person told me if I was not going through the warranty he would not advice to repair it but replace the whole unit, but the warranty company wont pay to replace it, which is not stipulated in the contract terms. I am still waiting in ****** degree ******* weather for my ** to be fixed and this could be a health issue.

    Business Response

    Date: 07/25/2022

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

    The contractor reported the compressor has shorted to ground. The compressor was ordered to be shipped to the contractors shop with an eta of 7/2922. Once the compressor is delivered to the shop, the contractor will return to the property and complete the repair.

    The purpose of all ************ Agreements is to get your systems and appliances back to running condition by performing a repair when one is practical. The contractor reported the compressor has shorted to ground. When a contractor reports one or two components have failed, we will continue to repair, regardless of the age of the system. We replace many compressors daily, and it is certainly more practical to replace the compressor vs the entire system.  As in this instance, our cost for the compressor alone is $263.39. If the contractor told ****************, she should tell us that the system should be replaced, we sincerely apologize for that.  The Agreement is not a replacement contract that promises replacement because the contractor recommends it. **** HBW does take the independent contractors recommendation into consideration, but the final decision for repairs or replacement is solely ours. If **************** wants to go under contract with the contractor to replace her system, there is the option of taking our cost in cash for the replacement of the compressor and she can put the cash toward his new system.

    We apologize for Ms. ******* experience with trying to get a hold of us. Due to the extreme heat nationwide,there has been a high volume of HVAC claims that are being 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.She does have the option to go online and request a call back.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 07/25/2022

     
    Complaint: 17612801

    I am rejecting this response because:

    It took **** Home Warranty almost 2 weeks longer than needed to order the part and I tried to call them and got no response after waiting 2 hours on hold and I did not see a "request call back"button or instructions on the website. I suspect filing a BBB complaint is what got the part ordered. I paid $500 for the warranty plan, an additional $100 service fee and am expected to pay an additional $108 again when the repair is done, if it is ever done. Hopefully this repair is completed soon and more damage is not done to my home given the humidity. If the repair is not completed in the next 2 weeks, making it more than 1 month to fix an AC, I would hope for a full refund of the home warranty and service costs thus far, and I will buy myself a new AC. 

     

    Sincerely,

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

    Customer Answer

    Date: 08/15/2022

     
    Complaint: 17612801

    I am rejecting this response because:

    I have been trying to work with 2-10 Home Buyers Warranty for the past 1-2 months trying to get my ** replaced. My warranty states this is covered. Initially they attempted to repair the ** with a new compressor, which failed. There are multiple leaks in the outside unit but also the air handler. They then agreed to replace the ** system per the contractors recommendation. However, **** contacted me stating they could not find a compatible replacement unit and that they would buy me out of my policy for a little over $2000. This does not cover the cost of ** replacement. ******* **************** the 3rd party contractor that **** home warranty is using, let me know that there is a compatible ** unit that is available and in stock and the cost would be $5-6K and that **** company agreed to replace but they sent another compressor by mistake and the ** company was trying to get ahold of them to resolve the issue and get the ** unit so they can complete the job. I believe 2-10 home buyers warranty is trying to cheat me out of my agreed upon contract. Please resolve this issue now before I have to seek legal action.

    Sincerely,

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

    Business Response

    Date: 08/16/2022

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

    The contractor reported the compressor was installed, but the pumping provided very low suction and head pressure. The contractor recommended replacing the system. The contractor was approved to replace the system. We acknowledge the parts research representative did order a compressor and not the entire system, which caused a short delay. The contractor reported that the air handler is in a restricted area; the air handler is in a very short and tight closet. A ******* system will not work for this application. The system will need to be an AIRTEMP or another brand with the same dimensions. Our parts research checked our suppliers, *******, Lennox, Carrier. None of them manufacturer an air handler with the dimensions that the contractor needs. The Agreement does not guarantee that we will locate the air handler that is required to fit in the restricted area. This is specified in the Agreement, under section; What Is the Service that **** HBW Provides?.. If we determine replacement is appropriate, we will use reasonable efforts to find a replacement Item or Component (a Replacement) that performs the primary function, capacity and efficiency of the Covered Item or Component being replaced. We cannot guarantee that any Replacement will match the physical size, dimensions or brand of the Covered Item or Component.

    Since we are not able to supply the air handler, we offered ************************* in lieu of the replacement. This process is explained in the Agreement Terms of Service, under section; I. Payments. (a) We may, at our sole discretion, offer
    money to resolve a claim (Payment), for example, when: (3) a necessary part, item, material or chemical
    (Component) is not reasonably available to us... (b) Payment will be the lesser of: (2) the amount we would have paid a Service Contractor to remedy the Failure.

    **************** was offered cash in lieu of the replacement and we are waiting for her decision.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 08/16/2022

    I am rejecting this response because: the contractor states the cost to replace would $5-6K, whether it be Goodman, Carrier, etc. 2-10 Home Buyers Warranty stated they would pay the contractor ~2K, which they are offering for buyout, but this is not what the contractor states would be the cost. Also, the contractor states that **** agreed to replace the system but did not order the correct product and the contractor did not receive a denial notice from 2-10 Home Buyers Warranty. 

    Sincerely,

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

    Business Response

    Date: 08/26/2022

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

    Our records indicate on August 24, 2022, a customer advocate spoke to ****************. She advised that the contractor was able to locate an air handler that would fit. The advocate contacted the contractor. The contractor informed the advocate that he located an air handler that he believes will fit, from the supplier, R.E. *******'s. She gave the advocate the model number of the air handler. The advocated forwarded the information to our parts research team to see if we can supply, as we also use this supplier. The advocate will continue to follow up.

    We understand **************** feels the claim process for her air conditioner was lengthy. But there have been extenuating circumstances due to locating the right air handler to fit in the space provided.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/22/2022

    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.
    A service request was started on 6/28/2022in regards to fix or replace a gas hot water heater. Ultimately the appliance needed to be replaced when the contractor came out, so the purchasing rep reached out to me stating cost and that it will take 4-5 business days before repair. Due to the upcoming holiday, I knew it could take more time for completion. On week 3 without hearing from anyone, I called the contractor, and they stated no one had reached out to them, and they would call and check on the status. Three days later the contract company called with a date of installation, but when it came to the day of, in which was the next day, they realized **** ordered the wrong appliance. My residence uses gas, and they ordered an electric hot water heater. I called myself and was directed to the purchasing department. I was literally on hold for 3+ hours and still no response. As of today, July 22, I have yet to hear from **** or any service date to replace our appliance. I have been on hold over 2hrs today waiting on a rep, and yet still no one. This is insane and our contract ends 7/29/2022. I am beyond disappointed with this company. Please BBB investigate this company, I have seen so many complaints as I research more and this is ridiculous and seems scammy.

    Business Response

    Date: 07/25/2022

    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 acknowledge the contractor requested a gas water heater and our parts research department ordered an electric water heater. We have sent this incident to our coaching and development team so the procurement specialist can learn from his mistake. The gas water heater is ready for the contractor to pick up locally. It is between *************** and the contractor to schedule install.

    We certainly empathize with the discomfort *************** felt during the time without hot water. **** HBW apologizes for any experience trying to get a hold of. This is due to the extreme heat this summer which has generated a high volume of HVAC calls throughout the nation. We strive to make the service a seamless process for our customers and recognize improvements needed when we fall short. ***************** feedback allows our company to serve our customers better.


    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 07/25/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still pending with regards to the message stating that the gas water heater is awaiting for local pickup by the contractor, however they have not received any information at this time. This company still has yet to meet satisfaction due to the inconsistency of reports or quality assurance. 

    Sincerely,

    Sierra *****

  • Initial Complaint

    Date:07/22/2022

    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.
    Called for broken refrigerator June 29. Next available date July 9. Company came told us didnt have the parts plus its an 11 refrigerator and did not recommend repair. **** said repair. Waited until July 22 for repair. Didnt have the correct parts. Need to reorder. 1-2 weeks wait. I have emailed and explained my husband and I are older. Husband needs medication refrigerator. Falls on deaf ears. I requested a fair offer if they dont want to to a full replacement.

    Business Response

    Date: 07/28/2022

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

    Our records indicate on June 29, 2022, ***************** submitted an online request for her refrigerator. The independent contractor, ****** ******* & Company was dispatched. On July 13, 2022, the contractor reported the compressor has failed. ***** was immediately approved to do the repair. ***** supplies their own parts using there *****partsdirect site and has the parts shipped directly to the homeowner.

    **** HBW has access to the ***** portal to check status. On July 28, 2022, their site was checked. ***** site shows: "07/27/22 10:55:00 - INSTALLED NEW COMPRESSOR, DRIER, & SERV PORT. NITRO 100PSI@2 0MIN, VAC& CHARGED 7.5OZ. -Work Complete"

    We do understand how frustrating it is without a properly working refrigerator. However, the network contractors that **** HBW utilizes are independently owned and operated and each hold their own license and insurance as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. We do depend on these contractors to follow through to expedite every repair, order parts, etc., but we cannot tell them how to conduct their business. There are instances where an independent contractor may not complete the work order or order parts in a timely fashion. Delays such as this are a condition 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 ***************** has experienced during this time of repair.  We value Mrs. ******* business, and we look forward to serving his future warranty needs.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 07/28/2022

     
    Complaint: 17611231

    I am rejecting this response because:
    There has been no communication with **** and they are very quick to dismiss their responsibilities into the company where the parts come from. They failed to state that the parts were not ordered correctly delaying this repair. They advertise 24 turn around. I understand delays happen but a month. At what point does a company step up. As of right now, 840 am on the 28 the refrigerator has not reached its cooling temperature nor has the freezer started working. We have 5 more hours to wait before I know officially if the repairs have worked. I am suppose to receive compensation for food list. Never have they tried to fix this. 
    Sincerely,

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

    Customer Answer

    Date: 08/02/2022

    The refrigerator is still not working. The repair man spent 5 hours trying to repair it. He left told us to wait 24. Motor very load and didnt work. The next day additional parts showed up. I dont feel it is my responsibility to connect the repair company when Im paying for a warranty. My next step has been to contact our news station to investigate  

    Business Response

    Date: 08/05/2022

    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.

    Once we learned the refrigerator was repaired but still not working properly, determination was made to research unit replacement. An email was sent to ***************** with the option to 1) replace her refrigerator unit with a Media, which is comparable in size, primary function and efficiency, or 2) provide her with cash in lieu of replacement. ***************** accepted the refrigerator.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 08/08/2022

     
    Complaint: 17611231

    I am rejecting this response because:although they have agreed to replacing the refrigerator the **** portal is not indicating that nor has anyone given me a date when this is to be resolved. I will continue to reject this claim until I have the replacement one here. 

    Sincerely,

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

    Business Response

    Date: 08/15/2022

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

    The refrigerator was ordered on 8/7/22 thru ****************** ***** gave an ETA of 8/11/22. ***** should be calling ***************** anytime to schedule install. We are a separate operating company from Lowes. If for some reason, ***** has a delay in the order, such as a backorder or a scheduling issue, this is a condition that is beyond our control. As our original response indicated, our Agreement Terms of service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example:shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.

    The rebuttal provides no additional information. **** HBW has fulfilled their obligations as specified in the Terms of Service of the Service Agreement. We respectfully request the BBB to consider this matter closed.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    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. They did not give lowes my phone number to arrange delivery. They just showed up. Waiting for cancellation as well. 

    Sincerely,

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

  • Initial Complaint

    Date:07/22/2022

    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 7/4 my hot water heat stopped working and I contacted ****, my home warranty company. Although the plumber they assigned has been timely and communicative, **** has dragged its feet at every stage of the replacement process and has refused to allow me to speak to any supervisor. On 7/6, the plumbing company diagnosed the hot water heater as failed. On 7/8, I authorized **** to charge me $495 of our-of-pocket expenses in order to get the hot water heater replaced in network (expenses which no one could itemize for me).. I was told that purchasing would order the heater by 7/11. It was not ordered until 7/14. Rather than ordering one of the many in-stock water heaters that are widely available in my city. **** decided to have the water heater shipped further slowing down the replacement process. On 7/23 the water heater was supposed to be installed. But when the plumber went to pick it up, they were informed that the water heater was now on back order. There are no supply chain issues at play here. The new expected install date is 7/26. This will **** three weeks of no hot water in my household. I pay $130 a month for ****. I have called numerous times throughout this process with outrageous hold times and absolutely no help in the process. Yesterday, 7/23, I called three times with wait times over 1.5 hours. Each time, I was disconnected once I finally reached someone. They refuse to allow me to speak to a supervisor who might assist or anyone in purchasing. They have repeatedly tried to get me to pay out of pocket instead (which would save them money while costing me an additional $300-400). I have been with **** for years, and am dismayed by this experience.

    Business Response

    Date: 07/25/2022

    The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by Ms. ****** 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.

    **** HBW placed the order within 3 to 5 business days after it came thru. It is a local order and the water heater did not need to be shipped in. In fact, the supplier, Fergusons,where we order, shows they have 315 of these water heaters in stock. To summarize,our records indicate on Friday, July 8, 2022, the contractor was approved their labor rate to install a **** HBW supplied water heater. The specs of the new water heater was sent to parts research to locate and order the water heater. On July 14, 2022, parts research found a comparable water heater in stock at the contractors local ******** supply house for the contractor to pick up. The purchase order, PO ******* was placed. We were given an eta of 7/15/22 since it was in stock. After this complaint was received, a customer advocate called Fergusons and spoke with ****. He could not locate the purchase order. The advocate then called the contractor. The contractor advised that he has the order in his system. He had also contacted the supplier, Fergusons and they also told him that they could not locate the purchase order. Fergusons explained to the contractor,it can take a couple of days for the order to show up, so the contractor rescheduled with Ms. ****** It is evident the water heater needs to be reordered. Parts research was immediately alert. The order was once again placed, PO ******* and will be ready for the contactor to pickup locally tomorrow, 7/26/22.

    We do understand how frustrating it can be without a properly working water heater. At that time, we assume that the contractor would pick the unit up and complete the work. We were not aware that Fergusons misplaced the order. All the suppliers that we utilized are separate operating companies. We have no control over their handling or process of the purchase orders once they are placed with them. 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.

    Concerning Ms. ****** out of pocket costs that are not covered under her Agreement. The contractors are versed in our Agreement, and they should be able to give Ms. ***** a better explanation to he charges. The contractor reported to **** HBW that in order to accommodate the new water heater, the technician will need to modify the temperature/pressure release valve (T&P) drain lines. Ms. ****** Agreement does not cover for modifications. This is specified in the Agreement Terms of Service, under section;III. Non-Covered Costs. (a) Addressing a Failure may involve work, parts, systems,equipment or materials that are outside the scope of the Service (Excluded Work), for example: (3) carpentry or modifications necessary to facilitate Service.

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

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/21/2022

    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 filed a broken washer claim to 2-10.com, the technician told us some parts are broken and they ordered new parts. The dashboard online said the parts were out of stock. We waited for about FOUR weeks and decided to escalate or get a cashout from 2-10.com. 2-10.com responded with a LOWBALL cashout value of $161, the actual amount of repair was quoted by the contractor for $460. the alternative was offered to come and do the repair within another 14 business days. I feel neither the LOWBALL cashout value nor the super delayed repair timeline was what 2-10.com promised on their service agreement.

    Business Response

    Date: 07/25/2022

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

    Our records indicate on June 24, 2022, ******** submitted an online request for his washer. The independent contractor, Nana Technologies accepted the dispatch. On July 1, 2022, the contractor reported; defective drain pump and rod and springs. Our parts research found the parts, but the parts are presently out of stock. ******** was given the option of taking cash in lieu of our cost to repair the washer or take cash in lieu of the repair. The total parts cost $156.85, is our cost acquire and to supply to the contractor. Additionally, we work with the network contractors and the labor pricing is agreed upon in advance. The contractors agreed labor pricing is $105. ($156.85 parts + $105 labor - $100 Mr. *** ******* fee) = $161.85 is our portion if ******** wanted to wait for the parts for repair. This is not a low-ball amount but the full value of our portion to repair, therefore the amount we offed ********, if he did not want to wait for the parts to come in. The contractor should not be quoting ******** retail costs as the contractor knows we get our parts wholesale. This was all explained to ********. The contractor has been sent to our contractor relations manager to review and address the contractor.

    Due to the contractors action, as a gesture of goodwill, we included Mr. *** $100 ******* fee in the cash amount settlement as an apology for any frustration or inconvenience that he may have experienced. ******** accepted the cash in lieu of the repair. 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:07/20/2022

    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 received this warranty as a gift from my realtor. My gas stove was leaking gas in March 2022 (4 months ago) and it's still not fixed. **** has assigned 4 different contractors and none of them show up. Finally, someone came in June but didn't repair the correct part and instead said I needed a plumber. **** said they were going to email me how to get reimbursed for a plumber but I never got an email and havent been able to get through the phone lines. This was 2 weeks ago. I'm at my wits end. No working cooktop for 4 months.The second issue is our AC unit is out in the middle of a heat wave. I need this repaired within the next 48 hours and they can't seem to send someone for six days. Knowing them it will be another 4 months until that is fixed.The contractors **** works with are unreliable and hardly even real businesses. Our heater went out in the middle of the winter and we called ****. They assigned some guy who apparently was the only employee and was in the hospital with broken ribs. They literally told me "wait until he's healed and then he can come fix the heat." Do not waste your time and money on this warranty company. I'm so disappointed. I have also instructed my realtor to stop purchasing from this warranty compaby as gifts for her clients. She used to buy each one of them a year warranty and has said she gets so many complaints so she is going with a different provider from here on out.I want my AC fixed and my stove top fixed IMMEDIATELY.

    Business Response

    Date: 07/22/2022

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

    Concerning the gas stove. Or records indicate on March 2, 2022, ****************** submitted an online request for her gas stove. The independent contractor, ****** Appliance Repair, accepted the dispatch and scheduled for 3/7/22. On April 7, 2022, ****************** let us know, that the contractor never completed the repairs. There were numerous attempts to get a hold of the contractor, but the contractor was unresponsive. The independent contractor, A Affordable App Repair was dispatched and reported he 4 burner valves and regulator needs to be replaced. The contractor was approved to complete the repair with the contractor supplying the parts. On May 10,2022, the contractor reported the work had been completed. On June 16, 2022, a customer advocate received an escalation from ****************** as she informed us the stove is still leaking gas. The advocate dispatched the independent contractor, ***** to evaluate the gas stove further.

    On July 1, 2022, ***** reported: the leak is on the gas supply line of the cooktop. Advised the customer to have a plumber repair the line. At the time of the requested service, there were no plumbers to service. Consequently, we asked ****************** to locate a contractor our of network. On 7/1/22 @ 11:32 mst, we emailed ***************** at ******************** with the step-by-step instructions for using a contractor out of our network and the reimbursement process. To date she has not responded. This is the only email we have on file for her. Since ***************** advised she never got the email, for Ms. ******** convenience, we have sent them again.

    ***** reported: the leak is on the gas supply line of the cooktop.  ***************** should understand that if it is the gas line going to the gas cooktop and not part of the cooktop, her claim is not eligible for coverage. **** HBW does not cover gas lines going to the stove, fireplaces, etc. The Agreement only covers interior gas lines going to the water heater and furnace.

    The network contractors are independently owned and operated. When an independent contractor become unresponsive for what ever reason, this is a condition that is beyond our control as we are each separate operating companies. Or on occasion, when a contractor attempt repairs,such as multiple visits, additional repairs are need after the original repair or they misdiagnosed, further delaying a claim. Appliance repair is not a perfect science. We are a repair company. Attempts in repair 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, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.

    Concerning the **** network contractors. As of today, there has been no delay. Our contractors are ready and able to service ****************** in a timeframe consistent with the busy season,when the temperatures are hot to extreme. Our records indicate on July 20, 2022,****************** submitted an online request for her air conditioner. The independent contractor, *************** & Cooling immediately accepted the dispatch and scheduled for 7/26/22. If ****************** wants sooner service, despite **** HBW having contractors in the area, she is more than welcome to use her own contractor out of our network, however, an out of network contractor will charge retail. **** HBW will only consider reimbursement of the costs that a network contractor would have charged for the eligible repair. It is likely that the out of network contractors cost will be much higher than ****s costs and the customer will be responsible for the difference. In addition, there are ***** guidelines that must be followed when a customer uses a contractor outside of our network. The instructions were emailed twice under her under her gas stove claim. If ******************* decides to use her own contractor under her **** claim, she would need to call in and we will be happy to email her the step-by-step instruction for using a contractor out of our network.

    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: 07/22/2022

     
    Complaint: 17597954

    I am rejecting this response because: you should have told me that gas line wasnt covered instead of just making me wait to hear from you. I also was told via voicemail that **** cant send a plumber out to fix the line because hes backed up. I was told in the voicemail that I was to be reimbursed by **** because they had to send me out of network to get it fixed and they were going to email me how to request reimbursement, but I never got the email. So it is covered or is it not? If it isnt covered, then why did you try to send a contractor out? Also, I told the first contractor where the leak was coming from and he replaced all 4 burners even though that isnt where the leak was coming from. 

    Sincerely,

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

  • Initial Complaint

    Date:07/20/2022

    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 home with Megatel in ******** ***** in October 2020, and filed numerous warranty claims with **** home warranty (builders company of choice for handling warranty claims). It has been 10 + months and no body from **** has acted on it. Some of the claims are related to electrical and Dryer outlet issue which can cause serious life and material loses. I have not seen such a non professional company ever who can't act on normal requests for so long and looks like on purpose ignore the warranty requests. Highly unprofessional and would keep away from them in future.

    Business Response

    Date: 07/21/2022

    2-10 Home Buyers Warranty (**** HBW) is in receipt of the complaint submitted by ***********************  (homeowner).  We have located the homeowners warranty which includes 1 year of workmanship, 2 years of distribution systems, and 10 years of structural defect coverage provided Megatel Homes, 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 II 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 does 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, Megatel Homes,LLC determines which repairs will be made and what the timeframe is for repairs. 

    With this so stated, **** HBW disagrees with the homeowners claim that we have taken no action.  First,**** HBW processed two requests and one add-on to an existing request that were submitted by the homeowner.  When a request is processed the builder is notified of the items and the homeowner receives a confirmation email.  In addition to this, our records indicate that **** HBW has been regularly contacting the builder to request a status update and timeframe for covered repairs. 

    This is all performed within our role as the warranty administrator.  **** HBW regrets that we do not have control over the builders scheduling and availability.  While we endeavor to assist both parties in reaching a resolution in a timely manner this cannot always be guaranteed.

    Our records indicate that on Monday, 07/18/22 ************** contacted **** HBW to dispute the ongoing delay.  In response, **** HBW followed up with the builder per our discussion with the homeowner.  The builder confirmed receipt and requested one of their superintendents, **** contact the homeowner to discuss a plan of action for future repairs.  That same day **** HBW emailed the homeowner providing this update.

    **** HBW would like to thank Ahsishi Joshi for bringing their concerns to our attention so we may investigate this matter further.  We will continue to follow up with his builder at regular intervals and will keep him appraised of any new updates as they become available.

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

  • Initial Complaint

    Date:07/20/2022

    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.
    My AC compressor stopped working om 7/5, contacted 210 and they sent a in network **************************** in ********,** to my home on the 7/8 . I was then told that the contractor would send the diagnosis to 210, I've been calling 210 and they keep saying that it is incomplete what their in network contractor did, and puts me on hold to contact contractor. 210 customer service comes back on phone to say that they spoke to contractor and contractor will submit diagnosis. I spoke to contractor one time and he told me he spoke to supervisor at 210 and took care of it. Then 210 tells me that noone spoke to them and no documentation of such. We'll to this day I have left 5 messges for contractor to call me back with no success. I think he knows my phone number and wont pick up the call. And 210 won't get this resolved, not to mention the 2 hour hold time daily when I call them. I have health issues and cannot go without AC in 90+ weather. And I feel as if someone is not doing what they need to do to help me. Please help I don't want to keep going like this, I could die in this heat, the house is hotter than outside.

    Business Response

    Date: 07/22/2022

    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 20, 2022, *********** spoke with a floor coach. She expressed her frustration with the independent contractor, Mid Atlantic Heating and Air Conditioning. Due to ************* dissatisfaction with this contractor, the contractor has been sent to our contractor relations manager to review and address the contractor. Another contractor has been dispatched and scheduled appointment. ************* concerns assist our contractor relations department as to the contractors that do not live up to our expectations.

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

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/20/2022

    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 file for a reimbursement for a plumber invoice for repair in my brand new house. I tried to call several times but no one answered. The last time was more than 2 hours on the phone. And some times the call got lost. This is abusive and very improper from a company that is supposed to be there for emergency. No water but they have the money from my new house.

    Business Response

    Date: 07/21/2022

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

    Our records indicate on July 7, 2022, ******************** submitted an online request for a broken water pipe. The step-by-step instructions for using a contactor out of network were emailed to him. On July 8, 2022, he uploaded the paid invoice, dated 7/8/22. His contactor reported: Excavate three feet deep or less Replace up to 5' of pipe. This does not include locating of leak. Back fill to rough grade. Does not include any landscape repair. On July 11, 2022, accounting reimbursed ******************** $125. This is the amount that ******************** was pre-approved for. Because he proceeded to have repair done before getting any additional autho. This amount is based on the instructions that were emailed to him, in part states:  1) You must receive express authorization to use Your Contractor, or you will be ineligible for any reimbursement. If you receive authorization from us to use Your Contractor, you have our express authorization to receive reimbursement for work performed to remedy Failures on Covered Items within the following limits (the Pre-Approved Limits): Heating or air conditioning: $300 Water heater: $300 Appliances: $250 Plumbing: $200 All other trades: $150 You do not need additional authorization from **** HBW for diagnosis and any repair work if Your Contractor can complete the work within the applicable Pre-Approved Limit. If ******************** has not received the check, he can contact accounting directly at ************.

    According to the invoice, the broken pipe is located outside the perimeter of the foundation. If this is the case, ******************** should be aware that that we do not cover for broken pipes outside of the foundation. The Agreement only covers eligible failures that occur within the foundation. This is specified at the beginning of the Terms and Conditions of his Agreement, which states: We provide service for covered systems and/or appliances: 1. that are located at the address shown and within the perimeter of the main foundation of the principal residence or the attached garage.

    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 ********************** business, and we look forward to serving his future warranty needs.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 07/21/2022

     
    Complaint: 17596931

    I am rejecting this response because:

    Sincerely,

    ***************************** I try several differen t times to contact the customer service department to approve the job . However no one answered the phone, for hours waiting on hold and no response. For that reason I authorize the company to make the repairs and give water to my house. The company you assigned to me informed me that they will fix the problem 5 days later. That means I have to wait 5 long days with out water in the house. I tried to explain this to your company but NO ONE ANSWERED THE CALLS no one call several calls. No running water in the house for 5 long days.

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