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:07/19/2022

  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.

  On 6/21/2022 we filed 2 service requests with ****. One of the service requests was for our air conditioner and the other was for our fridge. On June 27th a contractor was sent to our home to diagnose our refrigerator. This contractor stated that he did not work on our particular model of fridge (GE profile) and that another contractor would have to be sent out. The fridge model was provided to our home warranty company prior to the service request. We were not contacted by **** after this and on July 6th we reached out to them. Each time we have reached out it has been challenging to speak with anyone. Hold times have been upwards of 2hr + before we have hung up. On July 8th a service contractor came out from A&E services. He deemed the refrigerator not reparable and we paid $100. Later that day, the same service contractor, ****** *************), called us to let us know that he could not get a hold of the home warranty company. He said he tried multiple times and was on hold for over 30 minutes each time. At this point he closed out the service request, but told us he would include the status of the refrigerator in the service notes. A copy of these service notes has been provided to us by A&E via email. On July 18th we placed another call to ****. It took approximately 3 hrs to reach anyone. We were told by the customer rep that A&E did NOT say the refrigerator was not repairable and that was NOT in the service notes. We were told the claim was in "Research". We were also told that even if the fridge was deemed not-fixable **** could not replace it because the model make and number were not provided by A&E. These were provided by A&E and can be clearly seen in the service notes provided to us. I have tried multiple times and been on hold for 2hr+ with **** and I am unable to reach anyone. Additionally we are still having issues with our other service request and no repairs have been made after paying another $100 service fee.

  

  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 show on **** 21,2022, ******************* submitted an online request for her GE refrigerator. The Brand GE is on the front page of the dispatch. The independent contractor,Alstate Appliance Repair accepted the dispatch and scheduled. On **** 24, 2022,the contractor reported online: Wrong Brand On Claim, it is a ******** not a GE. **** HBW is aware that it is a GE. The contractor has been sent to our contractor relations manager to review and address the contractor. The independent network contractor A&E ******* was dispatched. On July 18,2022, ******************* called in because the contractor, A&E came out and told her she needed a new refrigerator. However, A&E has not submitted their diagnosis report. All the independent network contractors, including A&E have their own **** HBW portal. The network contractors are also versed in our Service Agreements as to what is and what is not covered. They simply report the diagnosis, cost break down, part numbers, etc. thru the portal. It is now 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.  Particularly now, during the peak season of summer, the heat in many areas has been extreme. We are presently experiencing a high number of HVAC calls due to extreme heat throughout the US, creating longer than normal hold times.
  
  A customer advocated contacted A&E. A&E reported the technician reported: Fridge unrepairable. causing ice to build up around fridge fan motor and evap, condensation building up on exterior of fridge, not repairable." However, this does not tell us what the root problem is. We still need to know why the fridge is having ice buildup? This was all the information that the technician provided. The advocated asked to speak to the technician but A&E refused. We would not normally replace a system or appliance, just because the technician says it is not repair, without a cause of failure. There were 2 more attempts to get this information, but A&E became unresponsive. At that time, determination was made to research unit replacement. On July 25, 2022, an email was sent to ******************* with the option to 1) replace her refrigerator with a Midea, which is comparable in size,primary function, and efficiency, or 2) provide her with cash in lieu of replacement.
  
  We are a repair company. On occasion, the independent contractor(s) become unresponsive, drop a claim,difficult to work with, etc., causing delays in the claims handling process. These are conditions that are beyond our control. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  We apologize for any frustration or inconvenience that ******************* may have experienced during the claims handling process. ******************* has been given her options and we look forward to hearing from her soon.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.  We have responded on the portal and accepted a cash buy out for the refrigerator.  As long as this check is received we will consider the matter to be resolved.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/18/2022

  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 May 16th 210 home buyers warranty sent me a contractor by the name of United heating and air. They came out and did their assessment. I paid them $100 service fee. Two days later they sent me an email stating "for unforeseen circumstances they were not able to finish my work". I would have to call my warranty company to get another contractor. The next contractor they referred to me may came out on June 11th and that company is is ******* heating and air. He came, did his assessment and and stated I will need a whole new unit. He told me he was going to send over the paperwork and it was going to take at least 72 hours before somebody got back with me. I called on that 3rd day trying to find out where was the unit that was approved. They called the company and he told them he was in the hospital. The person I spoke to told me that I would have to wait on him because he was the approved person who got the parts. I told her I would like to have someone else finish the job. Then I was referred to the 3rd contractor (*********) came out on July 11th. The person from the warranty company told me told me they would let them know the unit is there and just needed to be put in, so I should expect that on on the 1st day they arrived. I got a reminder call about my appointment from ********* and I told the lady I was excited for them to come put my unit in. She then told me that was not going to happen on the first day and didn't know why I was told that. After them coming doing their assessment I have an outer pocket expense of $675. I talked to the warranty company and told them I was not willing to pay that. All of the pain and suffering, time spent on hold and the run around that they have been giving me is not fair and I should not be obligated to pay a dime. It is now July 18th and I still do not have any air in my house. My son cannot sleep in his room upstairs and nobody has been calling me back for the last 4 days. I have documented Thoroughly!

  

  Business Response

  Date: 07/19/2022

  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.
  
  We certainly empathize with the discomfort *************** has felt during the time of the repair. The network contractors that **** HBW utilizes are independently owned and operated, and each hold their own insurance and licensing, as required by local law. We contract with these companies to service eligible claims, but we are each separate operating companies. When the first contractor refused to do the job, for whatever reason, this is their decision. A decision that we have no control over. Or when the second contractor found himself in the hospital, this is also 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.
  
  The third independent contractor, *********************** has been approved their labor rate to install **** HBW supplied equipment. However, there are some out of pocket costs that the Agreement does not cover totaling $675. It was explained to her that she would be getting a brand-new system for $675, or if she did not want to accept the out-of-pocket charges, she could take cash in lieu of the replacement. She refused both options because she feels the delay is our fault.  
  
  We have offered *************** the option of taking cash in lieu of the replacement or accept the out-of-pocket costs and proceed with the replacement, but she is demanding more than what we can offer her. **** HBW has honored our obligations as stated in the Terms of the Agreement and we will not be applying coverage where none is due, as was the case here. We are sorry that we are unable to offer *************** a better resolution.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation
  

• Initial Complaint

  Date:07/18/2022

  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.

  Dates of transactions: July 10th, 11th, 13th, 14th, and 18th 2022. I have been trying to get plumbing services taken care of; a leaking sink faucet, a leaking toilet, and a leaking pipe from an upstairs bathroom into the kitchenette. They sent a plumber last week, who only performed part of the jobs and charged extra for them. He ignored the leaking pipe and when I inquired about it on his 2nd visit, he stated that IF he looked into it, he wouldn't fix it today. I am trying to contact **** to get another plumber to fix the pipe, but I can't get in touch with anyone. I've been on hold multiple times for more than an hour and then hung ** on in the middle of the conversation. There is no other way to contact them. I am not able to log into their portal either because I am "new" and they don't have me set ** in their system.

  

  Business Response

  Date: 07/19/2022

  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.
  
  Ms. **************** Agreement went into effect on July 8, 2022. Since July 10, 2022, ****************** has placed 4 unrelated pluming claims. The independent contractor, ********************* fixed 3 of the 4 issues. The 4th issue is a concealed leak repair, ****************** reported; The leak is coming from the upstairs bathroom,leaking into the kitchenette On July 19, 2022, Ms. ******** submitted a new online request for this. A different network contractor, RG Plumbing &Rooter accepted the dispatch and has a scheduled appointment for 7/22/22.Concerning her stating she cannot log in to her portal because she is a new customer. She should now be able to log in. Her concerns have been sent to our Agent ******************* to confirm this. For Ms. ******** convenience, she can also contact Agent Services directly at ************.
  
  ****************** should also know that if it is confirmed that a leak or break in the plumbing system occurred prior to the Agreement going into effect, it is not eligible for coverage. Our Agreement states a system or appliance must be in good and safe working order as of the Agreement effective date. Another words, the leak or break must occur after the policy had gone into effect. This is specified in the Agreement,under; What is Covered? We refer to residential systems and appliances as Items. To be a Covered Item eligible for Service, the Item must be within the main foundation of the Home and attached garage (the Serviceable Area),specifically listed as covered in your coverage, and in good and safe working condition as of the
  Effective Date. The contractor will let us know of his findings.
  
  Additionally, Ms. ******** Agreement has a maximum dollar limit set forth of $500 for all concealed/concrete encased plumbing claims. This is located in the limitation section of the Plumbing trade section. If the contractor needs to open a wall to make access or patch walls after the fact, this is an out-of-pocket cost to Ms. ******** as **** HBW is not responsible for the cost of opening or patching walls. This is specified in the Agreement Terms of Service, under section; III. Non-Covered Costs Unless expressly stated as our obligation herein, Non-Covered Costs include costs related to: (2) accessing Covered Items.
  
  We apologize for Ms. ******** experience trying to get a hold of us, 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. The online portal is now the preferred method of contact, and we find it works very well.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partly satisfactory. Since filing the complaint, I received mail with an individualized link to access their portal. This should have been sent to me at the start of the policy, but at least now I have access. As to the statement about filing 4 claims, this is untrue.  I filed 1 claim, but their system doesn't allow for multiple issues in a claim, so their representatives made separate claims. The plumber replaced one sink faucet and one toilet ring and charged me an addition $155 on top of the $100 service fee. The plumber ignored the leaking pipes from the ceiling, even after I asked him twice and asked his dispatcher twice as well. This and the fact that the amount of water leaking from the ceiling has increased, are the reasons why I had to file another claim. While I was attempting to file this claim again, I was on hold for more than ******************************************************************* on hold again.  

  I would also like to note that I took ownership of this house on July 8th, and these issues were not present in the inspection prior to the sale. 

  
  Sincerely,
  
  Sunshine Ibrahim

• Initial Complaint

  Date:07/18/2022

  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 **** Home Warranty on May 17, 2022, to place a work order concerning the **** unit. The first contractor that was sent for the problem, was not able to resolve the issue. A different contractor came out and place a diagnosis that a new unit would be needed. The second contractor (**************) had a work order submitted on May 31, 2022. I have been in contact weekly with (**************) and was told each week it has not been a worker submitted. On June 24, 2022, I was told by (**************) that an incorrect **** unit was ordered. I was also informed that the correct unit was ordered and canceled by **** Home Warranty. I have called daily to **** Warranty to check on the status and was told a purchase order has been submitted. I have spoken to several representatives and advised each one that I have my 82-year-old mother with dementia living with me. It has been extremely hot in my house during this ordeal. Whenever I have called (**************) I was always told there is no work order submitted to the distributor. This has been going on back and forth for the last 2 months. It's very hot and extremely hot weather is still yet to come. My family and I have been suffering during this nightmare. I would like some assistance with this matter.

  

  Business Response

  Date: 07/19/2022

  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 May 19, 2022, ************** submitted an online request for her air conditioner. The independent contractor, Service Mechanical of Tidewater was dispatched and reported online, added 2 lbs. refrigerant. On May 23, 2022, ************** contacted us to let us know that the air conditioner is still not fixed. The contractor was dispatched back out to evaluate the air conditioner further. On May 31,2022, ************** called in because the contractor did not come back out. A different contractor, ************** was dispatched and reported the system is a 2.5-ton heat pump package unit. The evaporator coil, condensing coil are leaking,and the compressor has failed. The contractor was approved their labor rate to install a **** HBW supplied ******* heat pump package unit.  The ******* package unit was ordered with an eta of 6/17/22 to be shipped to the contractors shop thru ******* ********* Supply. Then on 6/14/22, ******* contacted us to let us know that the package unit is out of stock in the region as well as all other ******* 2.5 package units. We had no choice but to look for another supplier. We contacted the supplier, Carrier Mid-Atlantic. They informed us that they have the 2.5 ton in stock. The package was ordered to be shipped to the contractors shop, with an eta of 6/20/22. As of June 28, 2022, the contractor still had not received the unit. The supplier, Carrier was contacted. They advised us that they are aware of the order, they are still processing the order and they will update us with information within the next 24 hours.  On July 5, 2022, the contractor still had not received the unit. Carrier once again was contacted. We were once again told the unit will be processed within ***** hours. July 11, 2022, we contact Carrier, and we were told that there was a delay on their side because the order was in the wrong department. It has now been sent to the proper department. On July 14, 2022, we were notified that the package unit ordered from Carrier was gas, not a heat pump.  Carrier has been notified, that we need the heat pump. Carrier also has those in stock. The unit is in the process of being ordered. A supervisor is working with **************, the contractor and Carrier to make sure the order will go smoothly.
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort ************** has 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. Mistakes are made. These delays bought on by the high temperatures are a condition that is beyond our control. This is specified 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 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: 07/23/2022

   
  Complaint: 17582160
  
  I am rejecting this response because: I was not notified at all of any issues of the unit being ordered. When I finally did get a response it was after complaints. I was told that the unit was not ordered due to the cost was over the amount allowed. My family and I have been suffering for 2 months over $1100+. Our lives are worth more than that. I should have received a response weeks ago concerning the cost. The business response does not even address that issue. The supervisor I spoke with advised me of this. I still do not have the ac unit installed as of July 23, 2022. It has nothing to do with the system not being available. This whole ordeal has been nothing but neglect and poor customer service. My family and I have been living a nightmare for 2 months.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/29/2022

  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 the contractor completed the installation on July 28, 2022.
  
  Ms. Swifts Agreement has a dollar limit set forth for Air Conditioners and Heat Pumps of $2000.The "Limitations" section of the Agreement Air Conditioner and Heat Pump trade section, on page 3 specifies this; Dollar Limits Cost to diagnose,repair, and/or replace: Air Conditioning and heat pump in aggregate - $2,000
  
  To clarify, our cost for the original ******* heat pump package unit totaled $1,725. We approved the contractor to complete the repair and the package unit was ordered. However, as stated in our previous response, it was not available. We contacted Carrier and they did have a package unit available, however, the cost of this heat pump package unit $2,613,which exceeded the $2,000 **** At that time, we could have told ************** that the unit exceeded her $2000 maximum. Which means her only choice would be to take a cash out of $2,000. This is specified in the Agreement Terms of Service, page 8, under section; I. Payments. (a) We may, at our sole discretion, offer money to resolve a claim (Payment), for example, when: (1) the cost to address a Failure exceeds an applicable Dollar Limit
  
  Instead, determination was made to move forward with the replacement. We would like to also explain to ************* that due to the extremely high volume of HVAC equipment **** HBW purchases from Goodman, Lennox, Carrier, our costs of the equipment is much lower than retail cost. At retail, the same unit that was installed starts at $8,000. This does not include the installation.  
  
  We will have these additional concerns in her rebuttal reviewed and addressed internally. The work has been completed per process outlined in her Agreement. **** HBW has fulfilled their obligations as specified in the Agreement Terms of Service.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation
  

• Initial Complaint

  Date:07/17/2022

  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 have a home warranty with **** Insurance. Our air conditioning failed nearly on 6/25/2022. The installer is ready to replace our unit; however, **** is not responding to calls or emails to determine when the parts will be available for the repair company to install. Some days have been above 95 degrees. I have an elderly parent who visits and a child who has asthma.

  

  Business Response

  Date: 07/18/2022

  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 parts were ordered thru Trane on July 13, 2022, to be shipped to the contractors shop with an eta of today, 7/18/22.   
  
  We do understand how frustrating it is without a properly working air conditioner and the discomfort ****************** has felt during this time of the repair. 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, the volume of HVAC calls increases substantially. The service contractor schedules spike and not always able to service as quickly as a customer would like. Our parts research will have a backlog on locating and ordering parts. The supply houses experience a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of HVAC equipment nationwide. These delays bought on by the high temperatures are a condition that is beyond our control. It states in the Agreement Terms and Conditions, section 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.
  
  During our busiest season,when temperatures rise sharply and/or become extreme, on some occasions, we will experience an influx of calls and on occasion, a customer may not be able to get a hold of us as quickly as he would like, and we sincerely apologized for this.
  
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:07/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home 01/29/22 . I have been trying to get into the web portal since Feb . I have spoke to several reps including ****** tritter and ******** now july I called last week and a rep stayed someone from IT would call me because there a problem with my portal she even tried to reset and it did not work for the 12th time nobody has provided a solid solution . This is going on for 5 months and not a single person has cared enough to give me access

  

  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 a 1-year Workmanship, 2-year ************ Systems, and 10-year Structural Defect coverage provided Valor Communities LLC (builder).  Thank you for the opportunity to review and respond.
  
  **** HBW apologizes for any inconvenience that the homeowner may have experienced with our website.  We acknowledge that there is an error which is not allowing the homeowner to create an account.  After verifying the problem via a telephone call on 04/12/22 a representative of **** HBW notified our IT team to request they investigate and attempt to correct the issue.  We agree to follow up with our IT team and provide the homeowner with any status updates they are able to provide regarding their progress.
  
  We do disagree with ************ statement that she was told IT specifically would call her.  Rather, the representative informed the homeowner that she would be notified once the correction is made.  The update will be provided by a member of our Front Line team and not our IT team.
  
  We would note that the homeowner is still able to submit new requests via email.  To date ****************** has successfully submitted three new requests for 7 separate items.  **** HBW does use email as our primary method of communication and a lack of website use does not change the methodology use or negatively impact the way in which ****************** receives information from **** HBW.  Nonetheless, we acknowledge ************ preference to submit requests via the website and will continue to seek a resolution to the website error.
  
  **** HBW would like to thank ***************************** for bringing her concerns to our attention so we may investigate this matter further.  We will update her once we receive more information from our IT team who is currently addressing this matter.  In the meantime, the homeowner may report new requests at any time via email.
  
  Sincerely,
  *************************
  Sr. Warranty Administrator
  2-10 Home Buyers Warranty

• Initial Complaint

  Date:07/15/2022

  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.

  We filed a claim with **** on 04/30 for our HV** that was no longer operating properly. A service contractor chosen by **** came to our home on 05/28. Initially **** approved a fix & then decided a full replacement necessary; 11 days later we received request to authorize buying non-covered parts which we approved same day. June 10th contractor let us know that **** had only ordered the outside unit for HV** & not the inside, we contact **** & they gave us a 6/21 ETA (25 days after initial visit.) On 6/20 ****'s parts **** left us VM letting us know they made a "dumb error" & forgot to order more parts - new ETA 6/25. On 6/27 the associate could not confirm parts had arrived. Contractor finished work on 07/05, 5 weeks later. During this time I had a 4 week old newborn, 4 weeks postpartum, and 5 pets.We collectively called 30+ times because no one would follow up nor had answers/returned calls.After escalated calls **** offered $150 in temp cooling; avg cost of a portable cooling unit that can cool ONE room is $350-$4000. We purchased the cheapest local option at $200 and supplemented with 5 additional fans for $170 to cool a single room that still never fell below 82 degrees to keep my child safe. Due to no lowering of temperature we had to travel to ****** to stay with our closest proximity family as we could not pay out of pocket for extended stay hotel. This cost us gas & food expenses due to not being able to be home ~$300. We have damage to our flooring due to the ** working at a limited capacity & running the fan for 5 weeks as advised by contractor (Rep **** at **** is blaming the contractor for this) which will cost ~$300 in material/labor for repair. My energy **** increased by $100+ ea billing cycles due to the ** at partial capacity + HV** Fan running when it froze up. They are still demanding the charge of $675 for "non-covered parts"**** has only offered us additional compensation for the other fans but has cost us ~$1200+ due to their errors.

  

  Business Response

  Date: 07/18/2022

  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 understand ********************* felt the claim process for her air conditioner was unreasonably lengthy and we certainly empathize with the discomfort she felt during this time. ******************** is requesting compensation that is not covered under the Agreement. We are not an insurance company. This is a *************** Agreement which is intended to reduce the amount of out-of-pocket expenses for mechanical breakdowns only. The Agreement does not provide for any type of financial restitution. This is explained in the Agreement Terms of Service, section IV,which states in 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.. Any compensation that is offered, is strictly a gesture of goodwill. With this said, we regret we cannot be of further assistance in this regard as we are not responsible for such expenses.
  
  The air conditioner was replaced per the process outlined in the Agreement. **** HBW has fulfilled their obligations as specified in the Agreement. We apologize for any frustration or inconvenience that ********************* may have experienced during the claims handling process.  We value Mrs.Norrholms business, and we look forward to serving her future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17574711
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty 5 months ago for roughly $60/month. Each service call is $85. At first I thought what a deal given the amount of coverage. However, come July, the hottest month here in *******. My AC unit stop working on 7/8/2022. Immediately contact my trusty home warranty with the understanding we would be taken care of. After searching their webpage I find there are NO emergency numbers. I must submit a ticket and wait for the following business day. The temperature that weekend was *******, deeming it an emergency as my home is no longer a livable space. Monday comes and we are now sitting at 113. Sea Breeze, their third party contactor, shows on monday and finds our condenser needs replacement. I was told the report and corresponding photos would be forwarded THE *** OF. Tuesday comes and I have not heard a word. I check their webpage for an update since this is the "faster service". Only to find out it is never updated. Phone calls were made everyday after with 1.5 hour wait times. When I did get through to someone I was consequently transferred since they couldn't help me. When asked to speak with a manager I was told they were on calls and couldn't help me. Trying to think outside of the box I took it upon myself to contact SeaBreeze LLC directly. Only to experience an identical scenario; long wait times, no resolution! It is now Friday. My homes interior temperature is 100. Outside is 110. We had to purchase a $500 portable AC just to cool it to 100. My children and I will be leaving to stay at a Hotel as heat stroke is a very real possibility. What a waste of money and time trying to get ahold of the company that should be taking care of us!

  

  Business Response

  Date: 07/19/2022

  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 9, 2022, the independent contractor, ****************** accepted the dispatch to evaluate ****************** air conditioner. On July 12, 2022, **************** called in as she said the contractor was out and told her that she needs a new condenser.All the network contractors submit their diagnostic reports online. The contractor had not done so. An email was sent to the contractor to put a rush on the diagnostic.  On July 18, 2022, the contractor reported the condensing coil and compressor have failed. Recommended replacing the condensing unit. The contractor was approved their labor rate to install a **** HBW supplied condensing unit. There are some out-of-pocket costs that the Agreement does not cover. Before **** HBW can order the equipment, these out-of-pocket costs must be accepted. **************** has been sent a notification to accept these charges in order to move forward with the claim. Once she accepts the cost, we will order the equipment. Once the contractor receives the equipment, he will return to the property to complete the repair.  It is between **************** and the contractor to schedule.
  
  We do understand how frustrating it is without a properly working air conditioner and we certainly empathize with the discomfort Ms.  ****** has felt during this time. We value our relationships with our customers and take all steps possible to ensure that our obligations are clearly stated and fulfilled in a timely fashion, but during the peaks of summer, when temperatures rise sharply, the volume of HVAC calls increases substantially. The service contractor schedules spike and not always able to service as quickly as a customer would like. Our parts research will have a backlog on locating and ordering parts. The supply houses experience a backlog including backordered parts, factory orders or shipping of parts and in many cases run out of HVAC equipment nationwide. These delays bought on by the high temperatures are a condition that is beyond our control. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
  
  We apologize for any frustration or inconvenience that **************** is experiencing during this time of repair. We have asked **************** to contact us to accept the out-of-pocket costs. We look forward to hearing from her soon.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:07/15/2022

  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.

  This company always gives us a run around. We have a one year policy and when our dish washer broke down they did nothing. They finally gave us $100 to buy a new dishwasher. We paid well over $1300 for the dishwasher.Now our hot water heater has been out for almost 3 weeks. I had surgery two days after the water heater had been out. First they said they were replacing the water heater. Now three weeks later they say theyre trying to buy parts on **** but they dont know when the parts will come in. Their regular parts people they say dont have the parts. My husband has spent countless hours on the phone with them. We are being held hostage by this company. They offered us $337.94 as a buyout which is ridiculous. The plumber says we need a new hot water heater. But **** is playing a game by stalling. We would like them yo pay us for our new hot water heater. We had signed up for another year of policy and we want this money returned and that policy cancelled. We should get $669.50.

  

  Business Response

  Date: 07/18/2022

  The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ******************. We have located ******************************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  Our records indicate the independent contractor reported the pilot igniter and flame sensor assembly have failed on the water heater. **** HBW does not see why the water heater would need to be replaced. Parts research found the igniter is a special-order item that is available, and the flame sensor is on a factory backorder with no eta. To expedite the claim, parts located a new flame sensor on ***** The homeowner was explained, he can either wait for the parts or he can take cash in lieu of the repair. ********************, the policy holder, said he will think it over.
  
  We do understand how frustrating it can be without hot water. However, our ************ Agreement is there to get systems and appliances back to running condition by performing a repair when one is practical. When a contractor reports only one or two components have failed, then we will proceed with repairs. Parts can be delayed for numerous reasons, as in this instance. We are not responsible for replacing the water heater due to backorder or hard to find parts, as this is a condition that is beyond our control. It states in the Agreement Terms and Conditions,B-10; We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to: delays in obtaining parts,equipment, weather delays, labor difficulties or scheduling difficulties between you and the service contractor.
  
  Since the parts are not readily available, we offer the homeowner, the full value of the repair as if the part was readily available. This process is explained under the Agreement Terms and Conditions,A-2a, which states that we have the option of offering cash in lieu of repair;2. In some instances, we may provide payment instead of performing a repair or replacement service a. If we elect payment, the amount will equal the lesser of: (ii) the amount we would pay for parts and labor for covered service based upon our contracts with service contractors.
  
  Regarding ****************** requesting cancellation of her renewal Agreement. We are sorry to hear, her experience has led her to this decision. If ****************** is still considering cancelling her Agreement with **** HBW, she may send a written request to **********************. The Agreement would be cancelled as stated in section H of her Agreement, which states: The Provider is the responsible party for honoring cancellation requests. Such requests must be received in writing. You may cancel this Service Agreement at any time (send your written request to us at **********************)... THIRTY-DAY GUARANTEE: If this Service Agreement is canceled within the first 30-days, the owner of the home at the covered address will receive a refund of the purchase price less service costs, unpaid charges  If this Service Agreement is canceled after 30-days, the owner of the home at the covered address will receive a pro-rata refund of the purchase price for the unexpired term less service costs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

• Initial Complaint

  Date:07/15/2022

  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.

  Claim filed 3/30 re Oven/Micro Comb. 4/2 Tech came & removed ************** said it needed to be sent off 2 wks for repairs. Called after 3rd week to get status & was advised part delay. Tried to get Vendor to **nfirm est time & referred me to ****. Was told the part was sent to main ****** of *********** refused to ship to *********** refused to pick up 1 hr away. This was mid May. Was told they offered to pay more for pu. **** later offered to pay ****** to hire someone myself or I **uld use that to replace unit. I advised it would be a financial burden to replace **sting over 3k+ & that was the reason we had warranty to prevent this type of **st. **** offered to assign new vendor which would need to diagnose first. Advised no need to diagnose as the **mputer board is missing. Advised they would re**mmend replacement. Later rec'd email stating they assigned new **ntractor. I called back to advise we were told they were replacing & she said that's what the email meant. Days later my husband got a call from new **ntractor wanting to **me out to diagnose problem. Husband advised no need part is no longer there. He was to **ntact **** and said he would call back which he never did. Contacted **** back to speak to Rep that made decision to send new ************* would not give me name. I asked for the # for the *** & was told to get that on my own. A 2nd email came offering us a replacement or $1980 cash offer. I **ntacted **** to say the oven will not fit cabinet & was told they make one offer and that's it. I offered to find cheaper replacement w/same ** that would fit & they said no. You take what we offer or take cash. Service **ntract states $3k per **vered appliance why $1980 offer. Also states reasonable attempt to replace with exact dimensions. We feel no reasonable attempt was made since one w/same ** was avail that fit. We understand inventory is low & are willing to wait for one that fits. Agreement would not upload. Can send via phone if needed.

  

  Business Response

  Date: 07/18/2022

  The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by ****************. We have located Mr. ******* ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
  
  The failed control board was no longer available. We had the contractor send it to ************, however the contractor advised he had never received it back. On June 28, 2022, determination was made to research unit replacement. An email was sent to **************** with,our best match, the option to 1) replace his Whirlpool 30-inch Microwave/Wall oven with a ** 30-inch Microwave/oven, which is comparable in size, primary function and efficiency, or 2) provide him with cash in lieu of replacement $1892.54 totaling. The ******* accepted the offer, but then found it would not fit in the space provided. It states 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. The Agreement is also not responsible for carpentry work. III. Non-Covered Costs (3) carpentry or modifications necessary to facilitate Service.
  
  We are only responsible for our cost of what the replacement unit would be, not the $3,000 maximum set forth under the Agreement Appliance trade section, as the $3,000 is simply a cap. **** HBWs offer complies with the coverage as stated in the Agreement. As such, we regret,we cannot be of further assistance in this regard. We apologize for any frustration or inconvenience that **************** may have experienced during the claims handling process.  We value Mr.******* business, and we look forward to serving his future warranty needs.
  
  Sincerely,
  Office of the President
  Home Buyers Resale Warranty Corporation

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17573635
  
  There were other replacement options at the same ** that would require less cut out and was available. This we **nfirmed via Lowes who is partnered with **** warranty. We were told once we agreed to a replacement offer to **nfirm the unit would fit. If there is a better fit option with the same **mpany at less money it sounds like they are not being reasonable. The cash out offer is an insult based on the **st to replace even the most basic option Please re**nsider.
  Sincerely,
  
  *************************