Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our AC quit on 7/9/2022 - during a 95+ degree heatwave in ******. I filed an online service request and a service technician was dispatched on 7/11/2022. The technician was great, he quickly diagnosed the problem and submitted his report to ****. Here is where the problem starts. I called **** the next day (was on hold for 2 hours) to confirm they received the diagnosis and understand the next steps. The *** I spoke with was NOT helpful at all. She told me they are missing information from the technician and that if I wanted she could email him requesting the information she claimed to be missing. Wow...that's helpful. I called the technician myself and he sent me the screenshots showing he completed the diagnostic form in their contractor portal. I called back the next day and I was answered by a *** that was actually quite helpful. I explained the situation and he placed me a on a brie hold while he called the contractor relations department. He told me that somehow the workflow got sent to the wrong person and that he had re-routed it to the correct team and that it should be moving along shortly. The next day that same *** called me to let me know the work order was in process (this was on 7/14/2022). Then nothing...no updates to the status on the portal, no calls from the *** team, nothing. I called back on 7/18/2022 to find out what was going on (again on hold for 2 hours). The *** I had this time again seemed friendly and helpful. He said the work order was approved on their end at 9:00 that morning and that I should be hearing from the service technician no later than 9:00AM on 7/19/2022 to scheduled a time for the repair to take place. I spoke with the service technician that evening and he said he had heard nothing from ****. I waited until about noon the next day and again, nothing. I called **** (on hold again for 2 hours) and when my call was answered I was told that my work order was still under review because it exceeded a certain dollar value.

  

  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.
  
  Our records indicate on July 8,2022, **************** submitted an online request for his air conditioning. The independent contractor, NixFix HVAC was dispatched. On July 13, 2022, the contractors report was reviewed. His report only shows the failure is to the outdoor condensing coil, however, the report also shows that he wants to replace the evaporator coil, even though there is no failure to the coil. The representative spoke to the contractor. He recommended replacing the system because it uses the older R22 refrigerant. It was explained to the contractor that we repair R22 systems all the time. The contractor would only replace the system, would not negotiate his labor price and he is refusing to let **** HBW supply the equipment, even though we get our HVAC equipment from major manufacturers at a much lower cost due to the high volume we purchase. The contractors cost is extreme. The contractor was sent to our contactor relations manager to review and address the contractor. In the meantime, we reimbursed **************** $250 toward temporary cooling while we straighten tis out.  On July 25, 2022, a contractor relations advocate called **************** and gave him the option of taking cash in lieu of the repair at network pricing, or dispatch another independent network contractor, Pro *************** Services. This contractor has agreed pricing that has been negotiated in advanced and always lets **** HBW supply the equipment.  **************** agreed to let Pro *************** Services evaluate the air conditioner further. Pro Line can service as soon as Thursday 7/28/22.
  
  On occasion, a contractor will not work with us for whatever reason. The contractors are independently owned and operated. When they refuse or are difficult to work with, this is their decision and 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.
  
  We apologize for any frustration or inconvenience that **************** may have experienced during the claims handling process.  We value ***************** business, and we look forward to serving his future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17593846
  
  I am rejecting this response because: The lack of communication was not addressed in the response from **** HBW. Yes, it is accurate that a representative called me today 7/25/2022 and offered a check to address this issue myself. However, that was only after I asked. The issue of back and forth dispute with the contractor was not made known to me until today. As I stated in my initial message I have called repeatedly trying to get answers from **** and nobody could tell me anything other than "It's in review" or "You should get a call any day now". Clear communication on the issue from the beginning would have really helped me understand why this is taking so long. If this contractor doesn't have set pricing with **** why was he dispatched in the first place? Why wasn't a second opinion contractor sent much sooner? This was handled very poorly from a logistics and management standpoint. The only reason I was given $250 to refund my service fee and help purchase (1/3 of the price) a portable a/c unit to keep my home somewhat cool is because I called incessantly. In this case **** has been reactive rather than pro-active.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * We moved into our home in 2020 and decided to purchase a Home Buyers Warranty through 2-10 Home Buyers Warranty. * In the summer of 2021 our ** went out in late April. * 2 -10 sent out a contractor to look at the issue. A "fix" was issued and executed (even though the original contractor was asking for total replacement).* The Air Handler flooded a second time less than 2 days later. Contractor came back out and said they asked for total replacement. * We did not hear from **** for almost a month. After following up countless times, we were told that contractor no longer worked with 2 -10 and we would have to start the process all over again. * In the end, we went the ENTIRE summer with out ** in our kids rooms.* The ** was installed sometime in August, replacing the outdoor and indoor unit. * 2 Days into the unit being installed, we had a flood on our second level for a 3rd time. * Rather than go through the misery again, we called a local contractor (*******) to come out and take a look. * We were informed the system was installed with out a pea trap, which the install instructions specifically called for, and that was what caused the flood. We paid $297 dollars to have the pea trap installed by *******.* June of 2022 the new ** and Air Handler went completely out. * Out of frustration from our experiences with ****, we called ******* to come out and ended up replacing the brand new system out of pocket.* ******* informed us the ** and Air Handler installed by **** and their team, were installed with an incorrect line set that is actually not used by ANY ** system due to current regulations. This voided any warranty and guaranteed a terminal failure even if we continued to replace parts. We are now not only out the money from our contract with **** and all of the visit payments, but we are also out $ ********* for the system that replaced the 7 month old system **** installed. We cancelled **** last week, and have not heard back as requested.

  

  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 the independent network contractor, *****************************************,replaced ******************** air conditioner on 8/25/21. ******************** is now contacting us to let us know that his contractor replaced the new air conditioner by his contactor due to alleged improper install. We lost all opportunity for our own second opinion or for the independent contactor to warranty their work,regardless if his status with **** HBW.
  
  To be clear, the network contractors that **** HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies in order to service eligible claims, but we are each separate operating companies. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but we cannot control the actions of such third parties including, but not limited to the service contractors. If ******************** feels that the independent contractor, ************************************* improperly installed his air conditioner, his dispute is with ************************************* and their insurance company, not **** HBW. Circumstances such as this, is the reason we make sure all of the independent contractors we contract with are licensed and insured. Should ******************* desire to pursue reimbursement from ************************************, please be advised there are many avenues to do so, but **** HBW is unable to initiate or ****** a dispute between a homeowner and any independent contractor. ******************** would need to resolve this matter directly with them. For ******************** convenience, ************************************* phone number *************.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17593222
  
  I am rejecting this response because:

  The contractor replaces what **** approves them to replace. The line set was not approved by ****. The contractor did as **** asked resulting in the terminal failure. It is reckless and irrational to expect us to go through another 4 month process trying to get air to our childrens rooms. 
  

  If you can not execute what you contractually agree to do, dont do it. This business relationship as far as we are concerned has been completely useless, costing us way more time and money than it would have should we just replaced the units ourselves. 

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

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is currently 115 degrees where I live and my air conditioner went out and the contractor is unable to get ahold of the right people to order the parts due to the hold times of ****. The contractor sent an e-mail to the parts department to provide a diagnosis and order parts but the claim has not been updated. I have been on hold for longer than 2 hours multiple times on multiple different days just to get this process started and attempt to get ahold of someone however I can never get ahold of anyone which means that the part that should have been ordered a week ago when the diagnosis was sent out has not even been done. My claim is in limbo and meanwhile I am here missing work and unable to go into the office due to my severe sleep condition. I have been 2 week without air conditioning and it is 110 degrees F or higher everyday. I have a sleeping condition that requires I receive a certain amount of sleep to be able to go out and be functional and cannot sleep at night due to the heat so this causes me to fall asleep while standing up and also risk falling asleep while doing other task at a significantly higher rate( like in the shower which is very dangerous). I do not know if this helps but my work order number is *******. My tenants and I are suffering greatly in the 110+ degree heat and we just want to get this process started. Please reach out to me if you need any more information. I simply do not know what to do. My entire family and I are distraught and every day is such a struggle to get through with the excessive heat. Please let me know if there is anything I can do to help. My phone number and e-mail are provided and if you call and I do not answer but leave a voicemail I will respond as soon as I can.

  

  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 July 14, 2022, we contacted the contractor for the diagnosis. He informed us that he just left the home and found the blower motor and blower wheel needs to be replaced. He will submit his report later online. On July 18, 2022, ****************** called in because the contractor told him, he is trying to get parts ordered but has not been able to get in contact with us. A representative called the contractor he advised that his is not able to upload the diagnosis, so he emailed the diagnosis to our parts department. We do not know why the contractor cannot upload the diagnosis in his **** HBW portal. Our parts department is not set up to do take diagnosis. The network contractors are instructed to use their online **** HBW contractor portal. It is the preferred method of contact, and we find it works very well. We have a dedicated authorizations team that works strictly with the contractor portals and even order parts. All the contractor does is submit the report online with their pricing breakdown and what, if any parts or equipment is needed. The contactors issue using his **** HBW portal has been sent over to contractor relations department to check if it is a systems issue or if the contractor needs assistance or educated, using the portal. The email from parts was pulled and reviewed in our authorizations department. The authorizations specialist found that the blower wheel is out of stock and is on a factory backorder. The specialist contacted the contractor, and he cannot get the blower wheel any sooner. The parts were ordered. The parts specialist called ****************** to explain the backorder.If ****************** does not want to wait for the parts to come in, he does have the option of taking cash in lieu of the repair totaling $377.36.
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ****************** felt during this time. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but during the peaks of summer, when temperatures rise sharply, the volume of HVAC calls increases substantially. The service contractor schedules spike and not always able to service as quickly as a customer would like. Our parts research will have a backlog on locating and ordering parts. The supply houses experience a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of HVAC equipment nationwide. These delays bought on by the high temperatures are a condition that is beyond our control.
  It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17592842
  
  I am rejecting this response because:

  At this current moment, the part just got ordered today. More details below however I reject this at this current moment because what I asked for was for the problem to be resolved and my air conditioning is still broken in the extremely high heat and it was put on hold unnecessarily. The part should have been ordered on Thursday the 14th and yet it took until today, the 26th, to order the part. I was then told it would take **** days for the part to come in. This means another week or more of poor living conditions due to poor communication between the contractor and **** which I personally had to fix; which honestly was the job of **** or the contractor. Regardless of what your clause says about not being responsible since it was partially the contractors fault, does that really mean a delay in service is warranted and justified when **** could have, instead, looked for a solution? What was not mentioned is how I had to call both **** and the contractor multiple times and be on hold multiple days for 2 hours plus many times to get the diagnosis to eachother. The contractor would not use the portal but what am I supposed to do? I do not believe that I should have to suffer in the heat because of a conflict between your company and the contractor you are working with. I had to call the parts department everyday multiple times in hopes that they would call the contractor while I was on the line, otherwise they would call the contractor and fail to get ahold of him and then the call would be in the queue again and then it would be an endless cycle of phone tag. This is why I am so frustrated because I had to do so much more work than I should of and the part did not get order until a week and a half later because of that. That is absolutely unfair to me and my suffering family who is missing work and hurting physically with medical conditions from the heat. 

  If you want me to accept any resolution, then my air conditioning has to be fixed. Once that happens, I will accept it; even though the process was unbearable and extremely unfair.

   

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

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have had to contact **** every day for the past 4 business days to ensure they are doing what they are supposed to be doing as a warranty company and they still are not fulfilling their own stated duties and what they are obligated to do per the warranty agreement with me as the homeowner. The ** went out and **** authorized a service provider to come out and assess the issue on a Thursday. Diagnosis was received by **** on Friday and I contacted them to escalate the claim as my wife and I have a toddler and 9 month at home with temperatures in the house reaching 90+ degrees. Both I and the service provider have contacted **** multiple times with **** claiming errors myself or the service providers. ****s claims were false. They claimed they couldnt see who the contracted parts supplier is for the service provider. Not true. They also claimed the service provider entered the wrong diagnosis code for who would provide the part. Not true. The first time I spoke with **** I was transferred and was on hold for well over an hour with no callback option or estimated wait time. Ive currently been on hold for 2hrs 15 minutes with no callback option or estimated wait time. This is possibly the worst customer service as well as moral adherence to a warranty Ive ever encountered. Theres no sense of urgency or empathy for coming up on a week with no resolution on sight. High tomorrow 97 degrees. Weve now even had to board our dog because **** wont hold up their end of the warranty agreement. Its currently Tuesday evening of the following week. We expect a resolution immediately and a refund on the purchase cost of the warranty.

  

  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.
  
  Our records indicate on July 12, 2022, ****************** submitted an online request for his air conditioner. The independent contractor, ***************** Air Conditioning accepted the dispatch and scheduled for 7/12/22. On July 15, 2022,the contactor reported online 2 systems. Th compressor has shorted to ground on the Carrier 5-ton condensing unit. The contractor was approved their labor rate to install a **** HBW supplied compressor. On July 20, 2022, the contractor gave us the compressor part number that was needed to replace the compressor. On July 21, 2022, ****************** was asked if he would like to proceed with the repair or if he would prefer cash in lieu of the repair. ****************** accepted the cash.
  
  Regarding ****************** request for a refund on the purchase cost of the warranty. We regret, we will not be offering a refund as we are not responsible for this expense. If he decides to cancel his warranty, the instructions are in his Agreement, on the last page under: VI. Ending This Agreement. We understand ****************** feels the claim process for his air conditioner was lengthy and we sincerely apologize for that. During the peaks of summer,the volume of HVAC calls throughout the country increases substantially. The call center experiences longer than average hold times, service contractor schedules spike, part supply houses and our parts department experience backlog creating unavoidable delays. **** 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.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:07/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My AC that is covered under my home warranty broke a couple weeks ago. It was a holiday weekend and 110 + degrees outside. I have a son and animals. It was 93 degrees in my house. **** is NOT open on weekends so I could not call for an emergency visit from an AC company. I had to go out of network to get the issue resolved asap due to the safety of my family. I paid the contractor and submitted my **** as instructed on their website when we are forced to use an out of network agency. They are refusing to reimburse me. They hang up when calling them to dispute the payment refusal. They laugh at me when I get upset (****** was her name). ***** told me I would get a full reimbursement AND a new AC since the contractor made it clear my AC was on its last leg and NEEDED replacement. I called to check this status and ****** told me I would only be reimbursed $300 of the $1500 I paid. Then said the *** they can do is $700. ****** promised me I would receive a phone call from a supervisor but instead she called me back demanding I answer her about the $700 and while leaving me a vm yelled at her kid at the top of her lungs. The level of professionalism is garbage. The wait times I have waited on hold for a live person to either hang up or laugh at me exceeds 1.5 hours. I still havent been reimbursed ANYTHING and my AC still hasnt been replaced.

  

  Business Response

  Date: 07/20/2022

  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 5, 2022, ****************** submitted a request for a work order on his air conditioner, stating: We had to have emergency A/C company come make repair over the holiday weekend. I would like to be reimbursed. She then submitted the paid invoice, dated 7/2/22.
  
  ******************* had repairs made to her air conditioner outside of the warranty without our knowledge or approval and she is now seeking reimbursement. Just like any warranty company,our Service Agreement states a very firm requirement that we must be notified of a new ******* request up front and that we will not offer any payment if a customer contacts us after repairs are completed. This is in the Agreement, in bold font: This is in the Agreement under Who Repairs And Replaces The Covered Items, You may also request to use Your Contractor if, for example, you do not want to wait for an available
  appointment with a Service Contractor. However, you will be responsible for the difference in costs between what we would have paid a Service Contractor and the expense of using Your Contractor, including costs related to Your Contractors refusal to follow our determination of the appropriate response to a Failure. Regardless of whether we work with Your Contractor or a Service Contractor, we must receive a detailed diagnosis and estimate from the Contractor to provide the Service. If we  authorize use of Your Contractor, we will provide you instructions on how to receive Service, which you must follow to receive reimbursement. You will not receive reimbursement and will remain solely responsible for every cost arising from any work, Services, or equipment any ******************** or individual performs or provides without our prior express authorization,
  even for Covered Items that would otherwise be eligible for Service.
  
  If ******************* could not have gotten a hold of us by phone, she could have submitted her request before having the work done online 7/3/22. By submitting a claim online, our automated system automatically dispatches the next available contractor, then an email is generated to the homeowner with the contractor information.  
  ******************* was also explained that the gesture of goodwill that was offered to her, is more than what we would have paid a network contractor to do the same work. Her contractor invoice shows he replaced a contactor and 2 capacitors for a total of $1,152. This cost is extreme. These are minor parts under $30 each and easily replaced. **** HBW only reimburses based on our network contractor price (as stated above.) Network contractors pricing is significantly less than what ******************* paid retail. A network contractor would have replaced these items, including his diagnostics $230 - $85 (Mrs. ******* fee) totaling $145.
  
  We regret, we cannot be of further assistance in this regard. **** HBW has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement. We apologize to ****************** that she did not receive the quality ******* that she expected as **** HBW is committed to providing superior home warranty protection and customer *******. Her feedback allows our company to serve our customers better. We will have her concerns reviewed and addressed internally so we may make corrections and continue to improve our *******
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17591379
  
  I am rejecting this response because: The response from 210 is incorrect information.  Due to the severity of the issue being over 90 degrees in my home with a child and animals I had NO choice but to go out of network.  There is not an emergency choice on the portal and I could not wait until the next business day to speak with someone at **** to get a contractor over in an emergency.  They are NOT open on weekends or holidays.  **** instructs people to go out of network if there is an emergency.   It was a holiday weekend and not only is **** not open on weekends they were not open on July 4th therefore I would have had to be in severe conditions for 3 whole days.  **** needs to pull all phone records stating I would be reimbursed (***** is who I spoke to) the full amount due to where I live and extreme heat and that my A/C will be replaced since the contractor said it needed to be.  Whether  I submitted the receipts on the day they are saying is irrelevant as it was a weekend and I wouldn't have been responded to.  Also, ****************** did not file the complaint.  Based on the fact the business cannot get dates correctly nor address the correct person filing the complaint only adds more merit to my issue as this company is a disservice.   As a professional they should know better.  I was offered $300 dollars and then was offered half in a voice mail left by ****** in which she is screaming at her daughter *******.  I can provide you the saved voicemail if needed.   Half of the over $1000 yes is generous but, unacceptable.  I have not been given the opportunity to accept anything as ****** who I was working with will not return my calls.  So, again the information received from the business is false information.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/10/2022 **** warranty sent out one of their contractors to repair my A/C. 7/12/2022 My A/C went out again I called the warranty people and they told me to contract out. I got in contact with ******************* **************** They came to my house twice trying to help me and figure out what was going on. They came to the conclusion that the contractor that **** Home warranty sent out put the wrong refrigerant in my system. So I tried calling that contractor but he is no longer in business... 2 months later... So I called **** Home warranty and told them what was going on, and all I've been getting is the run around of me having to talk to different departments. Each time I call I am on the phone for at least 3-4 hours. ******************* states I need a whole new system, and I have a 72 year old grandmother I am taking care of along as a new born baby. I live In ******** where it hasn't rained in a month with 100+ degree weather. I bought this warranty solemnly on the fact that it covers A/C units but clearly they are just a scam. There is even a FB group with hundreds of people that complain about them. I need this issue resolved fast. It is not healthy for my grandmother nor my new born baby.

  

  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 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.
  
  ************** recently purchased his home. His air conditioner is an R22 system, the older refrigerant that is slowly being phased out. This has been confirmed and it is on the ** data plate (attached), stipulating this is an R22 system. All new systems are R410a systems that use R410a refrigerant. Our records indicate on May 10, 2022, ************* submitted an online request for his air conditioner. The independent network contractor, Air Fix accepted the dispatch and scheduled an appointment for 5/16/22. On May 17, 2022, the contractor reported online; added 2 lbs. R22 and ** Stop Leak. On July 13, 2022, ************** notified us that he needs service on his air conditioner again. At the time of the requested service, Air Fix was not available for service because of medical reasons. The contractor had asked us to temporarily place his account on hold due to medical reasons. This is only temporary;the contractor still works with **** HBW. **** HBW was unable locate another network contractor to service ************** in a timely manner. Consequently, we asked ************** to locate a contractor out of our network. The guidelines for using a contractor out of our network were emailed to him.
  
  On July 18, 2022, ************** called in because he got his own contractor who told him that our contractor added the wrong refrigerant, and it messed the system up. Due to the allegations from **************, his concern was forwarded to our contractor relations manager for review. The contractor relations advocate assigned confirmed that our contractor added the correct R22 refrigerant. Further, she spoke to Mr. ****** contractor, ******************* to address the improper. The contactor informed the advocate that at some point, someone replace the R22 compressor with a R410a compressor and used R407c refrigerant. You cannot use a R410a compressor in a R22 system. Further, you cannot mix R22 with R407c.
  
  The facts of the claim were reviewed. It is evident that at some point, most likely before ************** purchased the home, someone improperly installed a R410a compressor, when it should have been an R22 compressor and added R407c refrigerant.
  
  The network contractor added the R22 refrigerant that is specified on the data plate. He did nothing wrong. This is not a covered repair. Our Agreement only covers eligible systems and appliances that fail due to normal wear and tear, nothing else. It does not cover improper install or improper previous repair. This is specified in the Agreement Terms of Service, under section: III. Non-Covered Costs Unless expressly stated as our responsibility in the Agreement, Non-Covered Costs include, without limitation,costs related to: (3) correcting, repairing or replacing a Covered Item and/or Components because of inadequate capacity, manufacturers recall, improper design, improper installation, previous repair or problems caused by alterations or modifications.
  
  We regret, we cannot be of further assistance in this regard. Our denial of Mr. ****** claim was appropriate, and in line with the Terms of Service of the Agreement
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 08/30/2022

  I bought a house in February of 2022, and when I purchased my realtor advised me to buy a home warranty. Which we went with 2-10 Home buyers warranty. Not long after buying the home my A/C started to fail in May of 2022. I requested a service request, and **** home buyers sent out Air Fix LLC under work order # *******. Things went ok for about a month until my whole unit FAILED. I then requested another service request. Within a few days I received a call to network out. I went with a local company called Fusion Heat & AIR. They charged me a diagnosis fee of $93.72 and in that diagnosis he stated "Found this system low on refrigerant charge with a leak in the evaporator coil. The compressor is also over amping and running so hot that it is tripping the internal overload switch. Irreversible damage has been done to the compressor from running with the incorrect and incompatible refrigerant and also from running with too little refrigerant. The correct solution for the customer at this point is to replace this system." I then Proceeded and called **** Home buyers and explained the contractor that originally was sent out put the wrong refrigerant. Well with customer service being so POOR they tried giving me the run around. After 2 weeks of dealing with the run around I finally got to speak with someone and explained what happened. They tried telling me they have never sent out a contractor to my house and flat out lied. I gave them the order number then they apologized and said that the contractor is no longer in business. After a bunch of back and forth they refunded me my $100 fee I paid AIR FIX LLC. I then had to wait another week to see if they would approve the work for FUSION HEAT & AIR to do ( Flushing out my system and putting in the correct refrigerant). Moral of the story **** Home buyers contractor put in the wrong refrigerant in my system.. breaking my system and they are now saying they wont cover the cost of me getting a new one.
  

  
  

  

  Business Response

  Date: 09/06/2022

  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 our previous response indicated, the contractor added the R22 refrigerant that is specified on the data plate. He did nothing wrong. The improper previous repair was done by someone other than a network contractor. This is not a covered repair. Our Agreement only covers eligible systems and appliances that fail due to normal wear and tear, nothing else. It does not cover improper install or improper previous repair. This is specified in the Agreement Terms of Service, under section: III. Non-Covered Costs Unless expressly stated as our responsibility in the Agreement, Non-Covered Costs include, without limitation, costs related to: (3) correcting, repairing or replacing a Covered Item and/or Components because of inadequate capacity, manufacturers recall, improper design, improper installation, previous repair or problems caused by alterations or modifications.
  
  We regret that we cannot be of further assistance in this regard. The rebuttal provides no additional information to overturn our decision. **** HBW has fulfilled their obligations as specified in the Agreement. We respectfully request the BBB to consider this matter closed
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to reach a representative. Each time I call I'm on hold for an hour or more where I can no longer be on hold and have to hang up. Need resolution and expedition of replacement part(s).

  

  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.
  
  If ****************** may not be aware of this, but he can also go to his **** HBW portal and request a call back. The extreme heat this summer has created an unusual high volume of HVAC calls, creating unavoidable delays with contractor, suppliers, and thie call center, and we sincerely apologize for this. Our records indicate on June 8,2022, ****************** submitted an online request for his air conditioner. The independent contractor, Air 10 Inc is the independent contractor working on the air conditioner. The first time out on June 24, 2022. The contractor reported the *** and capacitor had failed. The contractor was approved to make the repair. On July 13, 2022, ****************** once again requested service on his air conditioner. On July 20, 2022, the contractor reported there is a leak in the evaporator coil, and he would like to replace the entire system. ****************** has a $3000 maximum on Heat Pumps and air conditioners. Due to prior claims, the remaining balance is $1400.78. A procurement specialist spoke with ****************** and gave her the option to either 1) replace the *** coil in the air handler or take the remaining balance and put it toward a new system. She said she would think about it and get back to us.
  
  We apologize for any frustration or inconvenience that ****************** may have experienced during the claims handling process.  We value Ms.Woodalls business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/31/2022

   
  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:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had 2-10 Home Buyers Warranty for 6 years. On June 16, 2022 I placed a call with them regarding our air conditioning unit. A couple of days later a repair guy came out and said the unit was unrepairable and he would write every thing up and submit it to ****. For over a month we've been living with family members because our house is 100 degrees. We had to move our 3 dogs, perishable food, plants, along with our toddler, pregnant wife and myself in with family or we would've needed to rent a place for this time.We've been on hold with the company a total of 18 hours because each time you call it is almost 2 hour wait. Their company hours are Monday- Friday 8-5. They are not located in our time zone, so we loose a couple of hours on Friday. We've been lied to saying they would have the supervisor call us back, which they never did plus we found out that on 2 separate occasions that they've never heard of the people they say was going to call us. We we're offered $100 refund which would come by mail, and it has never showed up. They have never reached out to us to give us updates which they promised to do. Even our contractor has been very frustrated with them as he experiences the same wait time and that things aren't completed accurately.We are seeking compensation for one months rent, utility bills, loss of fish, wear and tear on our vehicle to make the 1 hour round trip to the house ever other day. This has been a major inconvenience for my household and my extended families household. We are seeking $2,000.To date, we did get confirmation that a new unit will be installed on July 21st. This has been their normal slow process in getting this done. The company certainly doesn't care about its customers.

  

  Business Response

  Date: 07/20/2022

  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 do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ******************** felt during this time. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but during the peaks of summer, when temperatures rise sharply, the volume of HVAC calls increases substantially. The service contractor schedules spike and not always able to service as quickly as a customer would like. Our parts research will have a backlog on locating and ordering parts. The supply houses experience a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of HVAC equipment nationwide. These delays bought on by the high temperatures are a condition that is beyond our control. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  In ********************** desired settlement, he is requesting compensation for expenses that are not covered under the Agreement. This is a *************** Agreement which is intended to reduce the amount of out-of-pocket expenses for mechanical breakdowns only. The Agreement does not provide for any type of financial restitution. This is explained in the Agreement Terms of Service, section IV, which states in bold faced caps; (f) IN NO EVENT SHALL WE BE LIABLE FOR ANY INDIRECT, SPECIAL,PUNITIVE OR CONSEQUENTIAL DAMAGES OF ANY KIND SUFFERED BY YOU OR ANY THIRD PARTY, FOR EXAMPLE, LOST PROFITS, BUSINESS INTERRUPTIONS OR OTHER ECONOMIC LOSS RELATED TO THIS AGREEMENT OR THE SERVICE. WE SHALL NOT BE LIABLE FOR ANY DAMAGES RELATED TO (1) COST OF PROCUREMENT OF SUBSTITUTE SERVICE; (2) ANY LOSSES, LIABILITIES OR CLAIMS INCURRED OR ARISING IN CONNECTION WITH THE USE OR PROVISION BY YOU OF SERVICE; OR (3) THE
  ACTS OR OMISSIONS OF YOU OR YOUR AGENTS, INSURERS OR CONTRACTORS. With this said, we regret that we will not be offering any compensation.
  
  Concerning Mr. ********* $100 service fee reimbursement. I record does not show that we offered reimbursement for this. As a goodwill gesture we have processed this. It will take ***** business days to receive the check. **** HBW has fulfilled their obligations as specified in the Agreement. 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:07/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 23, 2022 our A/C unit went out, we have a Home Warranty Contract with 2-10 Home Buyers Warranty Company.
  We contacted 2-10 Home Warranty to have someone come out and make repairs to the unit, 2-10 Home Warranty sent several Contract Companies out, but no repairs done, then we were told to get a Contractor on our own, we did, they were not satisfied with what the finding was with that company, so they sent another company out, still no repairs was made, at this point after several weeks had pasted, we decided to get the A/C unit repaired to get back to normal with 100 degree plus heat every day it was taken a toll on us.

  

  Business Response

  Date: 07/20/2022

  The Office of the President at
  Home Buyers Resale Warranty Corporation (“2-10 HBW”) is in receipt of the
  inquiry submitted under case ******** by Mrs. *****. We have located Mrs. *****’s
  Limited Home Service 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 15, 2022, Mrs. *****
  informed us that she had the work completed. She was offered a cash buyout for
  replacing the compressor, which she accepted. The reimbursement is based on our
  network contractor labor pricing with 2-10 HBW supplying the compressor. This
  is specified in the Agreement, under section; “Who Repairs And Replaces The
  Covered Items?.. You may also request to use Your Contractor if, for example,
  you do not want to wait for an available appointment with a Service Contractor.
  However, you will be responsible for the difference in costs between what we
  would have paid a Service Contractor and the expense of using Your Contractor,
  including costs related to Your Contractor’s refusal to follow our
  determination of the appropriate response to a Failure. Regardless of whether
  we work with Your Contractor or a Service Contractor, we must receive a
  detailed diagnosis and estimate from the Contractor to provide the Service. If
  we authorize use of Your Contractor, we will provide you instructions on how to
  receive Service, which you must follow to receive reimbursement. You will not
  receive reimbursement and will remain solely responsible for every cost arising
  from any work, Services, or equipment any Contractor, company, or individual
  performs or provides without our prior express authorization, even for Covered
  Items that would otherwise be eligible for Service.
  
  We regret, we cannot be of further
  assistance in this regard. 2-10 HBW has fulfilled their obligations as
  specified in the Agreement terms. We apologize
  for any frustration or inconvenience that Mrs. ***** may have experienced
  during the claims handling process. 
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty
  Corporation

  Customer Answer

  Date: 07/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The 2-10 made me an offer i do not agree with this, the Contractor they sent out was trying to sale me an A/c unit verse giving and estimate on their findings, the A/C unit had a bad evaporator coil. and 2-10 only is willing to give a buy out for the compressor only, I was out of extra money having a Contractor come out per the 2-10 representative from 2-10 said I had to do before they would consider repairing the A/C unit, there is picture from their Contractor showing the bad evaporator coil in my home.

  keep in mind I live in Texas with 100 degrees plus heat for weeks, is very unbearable, i had no choice but to get some relief by having the A/C unit repair because it was taking them to long to decide if they would make the repairs.

  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 08/05/2022

  The Office of the President at
  Home Buyers Resale Warranty Corporation ("2-10 HBW") is in receipt of
  the rebuttal submitted by Mrs. *****.  Thank you for the opportunity to review further.
  
  The $475.50 includes the
  evaporator coil. Our network contractors labor of $225 + $250.50 our cost for a
  4-ton evaporator coil. 2-10 HBW has paid out $1,890.16 of Mrs. ***** $2,000
  maximum set forth in her Agreement for her air conditioner.
  
  We are not an insurance
  company. This is a Limited-Service Agreement which is intended to reduce the
  amount of out-of-pocket expenses for mechanical breakdowns only. The Agreement
  does not provide for any type of financial restitution compensation due to the
  breakdown of the air conditioner. This is specified in the Agreement, in caps
  under section; “IV. Exclusions; Liability Limits… (f) IN NO EVENT SHALL WE BE LIABLE
  FOR ANY INDIRECT, SPECIAL, PUNITIVE OR CONSEQUENTIAL DAMAGES OF ANY KIND
  SUFFERED BY YOU OR ANY THIRD PARTY, FOR EXAMPLE, LOST PROFITS, BUSINESS
  INTERRUPTIONS OR OTHER ECONOMIC LOSS RELATED TO THIS AGREEMENT OR THE SERVICE.
  WE SHALL NOT BE LIABLE FOR ANY DAMAGES
  RELATED TO (1) COST OF
  PROCUREMENT OF SUBSTITUTE SERVICE”.
  
  We regret that we cannot be of
  further assistance in this regard. The rebuttal provides no additional
  information to overturn our decision. 2-10 HBW has fulfilled their obligations
  as specified in the Terms & Conditions 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: 08/12/2022

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

  8/12/2022 
  
  To: 2-10 Home Buyer Warranty 
  Contract# ******** 
  
  I **** ***** have received a total amount of $1,765.16 of the 2,000.00 dollars 2-10 HBW claim that I would accept for my A/C unit repairs, however that leaves a balance of $234.84 dollars I haven’t received yet. 
  
  We can go on and on about this unforeseen A/C unit circumstance that neither you nor I knew would happen, this is why as a consumer I purchase the HBW to be protective when things unforeseen happen beyond our control. Now if you feel that 2-10 HBW have meet the requirements of this contract than I can rest at night knowing that I have did the right things by reaching out to 2-10 HBW for this issue with the A/C unit repairs. 
  
  
  **** ***** 
  Phone# ************ 
  Email: ********************* 
  

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted **** last week to file a claim for an appliance repair. They dispatched an appliance repair company named Appliance Medic. The technician came out & looked at our washing machine. He stated it needed a bearing however the manufacturer no longer makes the part. He stated that he would notify **** of the diagnosis & recommend replacement. I called the warranty ************** stated that they have not received a response from this guy. Mind you, I waited on hold for 3 hours 12 minutes to be told this. I informed them what he said & asked if I can send a copy of the invoice the contractor left with me to speed this along. They basically told me no & that they had to hear from him. They attempted reach him 3 times without success. I tried twice with no successes. I was then told that they would send another company out to look at my machine but waive the $85 deductible that this other crooked guy from Appliance Medic collected for nothing. Now I'm still in limbo waiting for a resolution. The new contractor has failed to reach out to me. I am on hold not going on 1 hour 45 minutes to speak with a rep from ****. This is so unfair to me as a consumer. On top of that the guy named **** from Appliance Medic has horrible consumer reviews for taking deductibles & not following through with the job. I'm sure **** is aware of this man's crooked practices but still has a contract with him. I want this issue resolved asap with my washing machine & will be canceling once it is. Both companies are ************** offs!

  

  Business Response

  Date: 07/20/2022

  The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ****************. We have located Ms. ******* ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  Our records indicate on July 10, 2022, **************** requested service on her washer. The independent contractor,Appliance Medic accepted the dispatch, then became non-responsive to our phone calls and emails. The contractor has been sent to our contractor relations manager to review and address the contractor. On July 18, 2022, the independent contractor, Affordable Repairs was sent the dispatch. On July 19, 2022, *************** called in because she hasnt heard from Affordable. The representative gave **************** the option to locate a contractor out of our network if she would like sooner service. Affordable Repairs work order was cancelled and a work order for using a contractor out of network was created. Then the step-by-step instructions for using a contractor out of our network were then emailed to her.
  
  **************** should know that we allow the contractors up to 48 hours to contact a homeowner. This is specified in the Agreement, under; *************** Available?
  You can request Service 24 hours a day, 7 days a week during the Term. We will generally assign a Contractor within 48 hours to contact you to schedule a time, Monday through Friday during normal business hours, for diagnosis.
  
  All of the contractors that are utilized by **** HBW are independently owned and operated. They are all licensed and insured as required by local law. We contract with these companies in order to service eligible claims, but we are each separate operating companies. On occasion a contractor will become unresponsive. Situations such as this are out of 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. Ms. ******* concerns assist our contractor relations department as to the contractors that do not live up to our expectations.
  
  We apologize for Ms. ******* experience with trying to get a hold of us. Due to the extreme heat throughout the US. There is a very 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. As a gesture of goodwill, the representative reimbursed Ms. ******* $85 service fee as an apology for any frustration or inconvenience that she may have experienced. We value Ms. ******* business, and we look forward to hearing from her soon with the diagnosis.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17588564
  I am rejecting this response because this does not justify the man hours that I have wasted to get this issue resolved. The $85 service fee was refunded only in part b/c I asked for a manager as well as it was stolen by a business that is in their network. That is not a favor or courtesy. A courtesy of goodwill will be to accept the invoice copy that the original contractor that was sent to my house provided to us with his details and diagnosis. He did not call it in but he did provide this to us as proof. This is what's holding up our claim 8 days later. How long am I supposed to be inconvenienced? The president or whomever transcribed this message did not spend a total of 6 hours combined on the phone to speak with someone. All of this only for the issue to still be unresolved. What can be done for me is to review the invoice from Appliance Medic that he gave us and make a resolution from that. Lastly, if you know that your hold time to speak with a representative is outrageous, hire more people. Things break everyday. Therefore you need to be better prepared to handle this. This is a great opportunity for process Improvement. This from one college educated professional to possibly another. Please feel free to reach me at my contact info to discuss further. I'll be awaiting a more acceptable resolution. Sincerely,***************************

  

  Business Response

  Date: 07/26/2022

  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.
  
  Appliance Medic never submitted a diagnosis. Our contractor relations has not been able to get a hold of the network contractor. They have been unresponsive to all of contractor relations emails and phone calls. This is not just for this claim, but for all their claims. Due to this, Appliance Medic is no longer an active network contractor with us.
  
  A customer advocate was able to locate a network contractor, **************************************** to go to the residence and evaluate the washer further. The service fee is waived. **************** will get an email with the contractor information.
  
  **** HBW is committed to providing superior home warranty protection and customer service. Ms. ******* feedback allows our company to serve our customers better. We will have her additional concerns reviewed and addressed internally so we may make corrections and continue to improve our service. We value Ms. ***************** and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation