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Business Profile

Home Warranty Plans

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

Important information

  • Customer Complaint:

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

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

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

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

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

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

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

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

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

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

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

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

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

    3. Company’s position regarding the advertised claims: 

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

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

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

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

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/15/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 21, 2022 I filed a service request for my ** unit. I was assigned a service provider. When he came out we could not duplicate the problem. He said everything looked ok. But the unit was a little low on Freon. He replaced the Freon and left. A few hours later the ** unit was not working again. I requested a new service provider. The new contractor came out on June 30, 2022 and said the Freon is low and a leak test would need to be done, and he needs approval from the warranty company. I called the home warranty company the following week to get a status update. The rep said they were waiting for the contractor to submit his diagnosis. I have called several times after seeking a status update. The reps claim they are contacting the contractor and he is promising to submit the diagnosis. I have spoken to a supervisor ******** who on July 12 escalated the issue to the service provider relations team. On July 14 I called **** yet again. Again I was told sorry we cannot move forward until we receive a diagnosis. I then called the contractor to see what the hold up is. Turns out the contractor has been trying to call in the diagnosis because the site online to submit the diagnosis does not give him the options he needs and needs to speak to someone. He has waited on hold for almost 2 hours to speak with someone. I then called **** back. The man I spoke to put me on hold to try to do a 3 way call with the department so the contractor could finally get the diagnosis in. After being on hold for 48 minutes the man came back on and said he could t get in touch with the contractor but would try again. This time he got through. The contractor answered the phone. The home warranty disconnected and left me and the contractor on the phone. I do t know what they expect me to do. This morning (7/16) ******** the supervisor called me again. Offering to escalate the issue to the same department she already escalated it to. No fix in sight. Just a blame game.

    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.

    The network contactors have an online **** HBW portal where they submit all information. They even **** out online. The network contactors under many circumstances do not have to get a hold of us. The contractors have a pre-approved dollar limit, ex; $250. If the job is below this limit, the contractor has the authority to proceed with the repair, without our approval. The contractors online 7/18/22 diagnosis report,he needs to do a nitrogen leak tests to further evaluate the system. On July 21, 2022, a customer advocate called the contractor, First Aid Appliance &HVAC Pro because the test is below his call-in limit. He advised, he needs to do an isolation nitrogen leak test where each piece of equipment and line set are tested individually for leaks. His cost is $650. The contractor was approved to proceed with the test. It is between ***************** and the contractor to schedule.

    ***************** should know that the leak test goes toward her $2,000 maximum set forth under the Agreement Air Conditioner and Heat Pump trade section, which states; Dollar Limits Cost to diagnose,repair, and/or replace: Air Conditioning and heat pump in aggregate - $2,000.Refrigerant lines - $500.

    We apologize for any frustration or inconvenience that ***************** has experienced due to the delay in the claims handling process.  **** HBW is committed to providing superior home warranty protection and customer service. 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 service. We value Mrs. ******* business, and we look forward to serving her future warranty needs.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/15/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I currently live in ******* with current temperatures above 105 degrees for the past 2 weeks. I filed a claim for a non-functioning air conditioner unit 0n 6/24/2022 with no resolution as of the current date(7/15/2022). I had been contacted by **** by 7/2 or 7/3, stating that they had been notified by my contractor that replacement of the unit would be more advantageous than replacement of the compressor to the unit. Despite this conversation, I have been in contact with my contractor on multiple occasions, but they have been UNABLE to contact ****, despite provision of contact numbers--- necessitating being on hold for hours without a response, and inability to follow up or confirm order status---which is still in the air. I have personally tried multiple times during the past weeks to contact the "CLAIMS" department, and filed "ESCALATION OF CLAIM" as instructed and encouraged by the website--- with no correspondence or reply within the 48 hour period needed PRIOR TO RESUBMISSION OF ESCALATION! On the 2 occasions that I could even get in to talk to someone, I would be transferred to the claims department, with no answer or means to leave a message for callback, with each holding time >1.5 hours!(one of which I called at *:00 AM, when there should not be too many calls backed up). I requested a SUPERVISOR CALL, with my last conversation, and await correspondence.So--- I am in ******* heat, >105 degrees, with non-functioning AC, for more than 2 weeks, my contractor more than willing to do the work, no identifiable time for correspondence between **** and the contractor to confirm or establish order status for the unit necessary, and no access to talk to anybody or leave a message for callback within an acceptable time either personally, or by my contractor. This is absolutely unacceptable and represents a misrepresentation of service responsibility and accountability for services, paid for, and specified through contractual obligation.

    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 June 24, 2022, ****************** submitted an online request for one of his air conditioners. The independent contractor, L & M ************ Systems accepted the dispatch and scheduled for 6/29/22. On June 30, 2022, the contractor reported online, the customer has 3 units in the home. The faulty air conditioner is a gas package unit and is located on the roof. It services the dining room, basement, and master bedroom. The technician found the compressor had shorted to ground. He did not recommend replacement of the package unit. His cost breakdown in his report is to replace the compressor in the package unit. We needed additional information and to clarify some of his costs. The contractor will be using a crane with a helper to swap out the compressor We also wanted to compare costs of repairing vs replacing, since he will be using a crane anyway. On July 6, 2022, we emailed him for the additional information.On July 8, 2022, we contacted the contractor but at the time he was driving and could not speak. We asked him to review the email we sent to him and get back to us. Determination was made to repair. The compressor has been ordered thru Trane for the contractor to pick up locally. Once the contractor pickups the compressor he will return to the property to complete the repair

    We do understand how frustrating it is without a properly working air conditioner. 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 respond or service as quickly as a customer would like. 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 and our parts department experience backlog.Department. 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 ****************** 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:07/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Company refused to honor **** Premier purchased agreement. There own selected service provider for my A/C and Heating unit recommended service/replacement and the company attempted to say it was pre-existing. The review did not state this, but did point out several repair issues. The company, **** just thought the price to fix/replace was to high to honor there commitment. No negotiation, just denied in entirety. They is no way anyone can say all the issues were preexisting.

    Business Response

    Date: 07/15/2022

    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.

    Mr. **************** Agreement went into effect on June 10, 2022. Our records indicate on June 27, 2022, 17 days later, ****************** submitted an online request for his air conditioner. The independent network contractor, Star Mechanical accepted the dispatch. The contractor reported the heat exchanger and evaporator coil are rusted out, the compressor has short to ground, the system is low on refrigerant, outdoor coil damaged by hail. The facts of the claim were reviewed, and it is evident that that all these unrelated issues could not have occurred within the ********************************************************************************** good and safe working order at the beginning of the Agreement and his claims were denied. Pursuant to 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 (unless a defect could not have been detected by a visual inspection or simple mechanical test).

    We regret, that we cannot be of further assistance in this regard. Our Agreement is not a remedy to bring systems or appliance back in good condition when the system or appliance was not in good condition prior to the Agreement effective date.


    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 07/15/2022

     
    Complaint: 17570579

    I am rejecting this response because:The system at the time of the service provider was working. It was not in non working condition. True, it is 19 years old, but as everyone knows AC systems routinely need coolant replenished, no one can state when it happened. As the new owner of the property it was working properly at the time of my occupancy (after the **** contract date), only several days later the temperature was not cooling as well. It is clear no one can state this occurred beforehand. The only other possibility is **** understand to repair/replace was more than the contract and they were not going to honor this and would make a determination that they could not verify. **** failed to communicate solutions to myself or offer any resolution after numerous attempts by myself to resolve this issue.

    Also, the company failed to respond to submitted reports and missed the initial service technician scheduled appointment with me, resulting in myself having to coordinate there duties.


    Sincerely,


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

  • Initial Complaint

    Date:07/14/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The past 2 years Ive used **** home owners warranty. We have every year called to renew the service, physically called to get prices for the service. However, this year 2022 we didnt need the service as we have upgraded our home. I found out I was being charged monthly and my account was still active. Since May of 2022 Ive been charged $109. So i emailed **** and canceled my account and the email states ***** days. So I notice my account says I will be billed July 14th for another $109. So I call..the lady states you received a letter in the mail in March for auto renewal. We repeatedly told the lady no. We have had to call every year to renew as the prices change. She continues to argue. So then we tell her we dont want the service and she said I received a email about it and no more charges will be made to the account. So here I am today July 14th..my account was charged another $109! This is after Im told no more charges will be made. I go to check my account with **** account still days activebut the only thing that changed was auto renewal is mysteriously turned off. It was on prior to yesterday..I cant change that on my end someone on their end changed it. This is all after to speaking to someone yesterday July 13th so my bank wouldnt be charged the $109. My account still says active and next billing will be August 14 for $109. They thought I wouldnt notice they went into their system and turned off auto renewal but still charged me. I dont know what to do any more. Im frustrated and being taken advantage of. I want a full refund since May for every time I was charged. I want my account deactivated completely. It does not take ***** days to do. If this isnt resolved I will take further steps needed.

    Business Response

    Date: 07/15/2022

    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 ******************* s ******************** Agreement (Agreement) We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.

    Mr. ********* Agreement is now in void status. Our records indicate on July 14, 2022, and July 15, 2022 a supervisor has tried multiple times to get a hold of ******************** but there is no answer and his voice mail box is full. The supervisor wanted to let him know that his Service Agreement is voided, and the full refund processed.

    We apologize if there was miscommunication or misunderstanding as **** HBW is committed to providing superior home warranty protection and customer service. Mr. ********* 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

    Customer Answer

    Date: 07/15/2022

     
    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:07/13/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been unable to get through & emails unanswered for months regarding electrical repairs needed. I have been told different things by different people making it impossible to submit an out of network claim for basement repairs needed. I bought my house with this warranty included with ************ also renewed it for another year. It has been a nightmare due to covid /remote customer service. I have spent hours/days on hold or disconnected about getting repairs. After no way to get through I contacted my own electrition in April. They were approved on may 4 up to $150. My estimate is aprox ***** and no communication was possible due to phone lines jammed up & emails gone unanswered. I was told when i renewed last july electrical can be considered one claim if in basement area instead of each thing being separate after all my plumbing was done that took aprox 1.5 yrs. Ive had 3 appointments for repairs that had to be canceled due to **** not responding. My electric is being fixed on july 18th 1 week before exp date & now they are saying nothings covered. i just want my purchase price back.

    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.

    ************ chose to use her own contractor, even though **** HBW having a contractor in the area. The network contractors 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. Using a contractor out of our network can slow the claims process down, compounding the fact that during the peaks of summer, the volume of HVAC calls throughout the country increases substantially and we are not able to service a customer as quickly as they would like.

    Since the out of network contractors are not versed in our Service Agreements, there can be a lot of back and forth to try and get to items that are and are not covered, especially, when there is a list of issues. As in this instance, the out of network contractor reported many issues, such as frayed old wiring, unsafe and multiple open splices,deteriorated sheathing. Wiring that powers lights and outlets. The customer advocate spoke with the out of network electrician. He informed the advocate that the wiring is just old and should be changed. The Agreement only covers failures that occur due to normal wear and tear, nothing else. It does not pay for maintaining systems and appliances. This is specified in the Agreement,under; What Is Covered? We provide Service for Covered Items that fail due to normal wear and tear (a Failure). There were some outlets that were not working properly which were eligible for coverage. The advocate and ************ came to an amicable settlement.

    We apologize for ************** experience attempting 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.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/13/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My garage door was not functioning and I called **** HBW to file a claim and get repair work since it is covered by my home warranty. This was in April 2022. A contractor came out and had to order a part that did not come until June 2022 at which time they did the repair. The repair did not work and contractor says they need to repair the entire motor. The contractor contacted HBW but could not get authorization to do the repair. I have called HBW several times a week for the past 4 weeks and an told I need to speak to the claims department to authorize the repair. I spend 1 hour+ sitting on hold and cannot get through. **************** says they cannot help. My policy expired in May 2022, but I filed the claim in April 2022. The same problem exists as when I filed the claim as the initial repair did not fix it (did not work same day as the repair). If I filed a claim for eligible work while the policy was active it is still covered until the work is done even if the policy expired after the claim was filed. I want the repair work done and HBW to cover the costs as consistent with the policy.

    Business Response

    Date: 07/15/2022

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

    The independent contractor, Garage Door Pros has been approved to install a new Lift Master 8500W motor. They will contact ************** to complete the repair.

    We apologize for **************** experience with trying to get a hold of us. This is our busiest time of the year. When temperatures rise sharply throughout the US. There is a high volume of HVAC claims that are generated. Thus, our call centers experience an unusually high volume of calls, and we are not always able to provide the immediate service that the customer is requesting.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

  • Initial Complaint

    Date:07/13/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The below explains the 1+ month delay in repairing my issue that I had to get resolved and the 2 months delay in any response or claim refund to me from 2-10 Home Buyers Warranty.On 5/18 **** work order #******* submitted on ** not working. Tech came and identified 2 major leaks in coil. After multiple calls and follow *** was told on 6/8 that the Tech/company could not perform the coil replacement an I would have get another service tech out to start the process again. 6/21 a different Tech/company WO #******* came out indicated that the entire unit needed to be replaced. I had also called an ** company who had performed work on the house prior and they also indicate the ** unit needed to be replaced as the Coil replacement was not available. After multiple calls to **** and entering Complaints on their portal, I finally purchased an entire new ** unit and had my ** company install it. On 6/27 I finally heard from **** claims rep ***************************** both ************* that he would be working on my claim and determine what my claim would be. After numerous calls directly to ****************** ************ and emails to *********************************** I have not heard any response. I've also called their main number several times and am not able to have anyone pick up or the ability to leave a voice message, I have tried this week to leave another escalation/complaint on their Homeowner portal, however their portal appears not to be operating correctly and unable to access.

    Business Response

    Date: 07/14/2022

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

    **** HBW is not aware of any issues with the homeowner portal.

    Our records indicate on May 18, 2022, **************** submitted an online request for her air conditioner because her contractor, ****************** reported there are two leaks in the coil, 1 on the copper line and one on the valve. The independent network contractor, Cartrettes Heating & Cooling was dispatched. On May 25, 2022, the contractor reported the customer has 2 systems. The unit not cooling, is a Lennox heat pump. The evaporator *** coil inside the air handler is leaking. The contractor was approved their labor rate. On May 26, 2022, our parts research found that the *** Lennox evaporator coil is available directly from Lennox, but due to the high cost of the coil,we found it would be best to just replace with a Lennox air handler. We attempted to get a hold of the contractor to confirm if another Lennox air handler would work. If not, we would order the *** coil. Multiple attempts and we were not able to get a hold of the contractor.

    On June 6, 2022, **************** called in to check the status. It was explained that we are not able to get a hold of the contractor. The representative called the contractor, Cartrettes and spoke with the owner. He stated that you can replace just the air handler,but he presently does not have a helper to complete the job. **************** advised that she already has an estimate, and she would like to use her own contractor.She was instructed to email in the estimate and was advised that if she uses her own contractor that our national price guides would apply (not retail). The representative then emailed **************** the step-by-step instructions for using a contractor out of our network. In part, states:
    To be eligible for any reimbursement, you must receive approval from **** HBW to use Your Contractor prior to Your Contractor performing any work. For your protection, Your Contractor must be licensed (as applicable) and fully insured, or **** HBW will not work with them. **** HBW has negotiated rates with parts suppliers and Service Contractors in our network. Your Contractor will likely charge retail rates, which can be much higher for both labor and equipment. If you choose to use Your Contractor despite **** HBW having Service Contractors in your area (e.g., you prefer not to wait for an available appointment with a Service Contractor in our network), **** HBW will only reimburse the amount we would have paid a Service Contractor from our network to complete the repair or replacement with **** HBWsupplied equipment. You will be solely responsible for the difference in price related to the use of Your Contractor. If we have advised you that you must use Your Contractor, Your Contractor must charge fair, reasonable rates in order for you to be eligible for reimbursement of covered work. You must follow these instructions when using Your Contractor to proceed with Service under your Agreement with us: (1) You must receive express authorization to use Your Contractor, or you will be ineligible for any reimbursement. If you receive authorization from us to use Your Contractor, you have our express authorization to receive reimbursement for work performed to remedy Failures on Covered Items within the following limits (the Pre-Approved Limits): Heating or air conditioning: $300 Water heater: $300 Appliances: $250 Plumbing: $200 All other trades: $150 You do not need additional authorization from **** HBW for diagnosis and any repair work if Your Contractor can complete the work within the applicable Pre-Approved Limit. Your maximum reimbursement (unless you received additional, express authorization from us to proceed with additional work pursuant to Sections 2-6 of these instructions) will be the applicable Pre-Approved Limit reduced by the amount of your Service Fee.

    Additionally, the Agreement states under; Who Repairs And Replaces The Covered Items? We have relationships with a network of Contractors across the country (Service Contractors). When you report a Failure, we will dispatch a local Service
    Contractor... You may also request to use Your Contractor if, for example, you do not want to wait for an available appointment with a Service Contractor. However, you will then be responsible for the difference in costs between what we would have paid a Service Contractor and the expense of using Your Contractor. Regardless of whether we work with Your Contractor or a Service Contractor, we must be able to review the Contractors detailed diagnosis and estimate to determine the scope and eligibility of the Failure and the appropriate response. 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.

    On June 8, 2022, her contractors proposal was reviewed for replacement only, no failures listed on the proposal.However, we do know the evaporator coil is leaking. Our cost to replace just the air handler is based on network labor pricing with **** HBW supplying the air handler, totaling $608.89. After the representive explained the reimbursement amount, **************** decided to go back in-network. The independent contractor, **************************************** was dispatched and reported the evaporator coil is leaking. The contractor recommended replacing the coil. As before, our parts research asked if the air handler can be replaced? The contractor was ok with replacing the coil or air handler.The outdoor condensing unit does not have to be replaced as there is no failure to it. Parts procurement specialist called the ****** residence, but the call could not be completed. On June 27, 2022, **************** reported online she had the system replaced and cancelled the work order. This was without our knowledge or approval.

    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. However, the independent service contractors that **** HBW utilizes are all 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. We do depend on these contractors to follow through to expedite every repair, but we cannot tell them how to conduct their business. There are instances where an independent contractor will be a no show, non-responsive, drop a claim, does not have the manpower to complete a job, delay getting back to us, truck breaking down, or an emergency can arise. Compounding this, is the high temps of summer, when all the **** contractors are booked and cannot service as quickly as a customer would like. These are unavoidable delays that are beyond of our control. As stated in The Agreement Terms of Service under VIII. Force Majeure, which states, 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, strikes or shortages;telecommunications disruption; transportation stoppages or slowdowns; acts of God; war; terrorism; epidemics; or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.

    A customer is more than welcome to use their own contractor for sooner service, however as stated in the out of network instructions and the Agreement, we will only reimburse based on our contractors labor cost with HBW supplying the equipment, as in this instance the air handler.

    Our previous offer of $608.89 stands.This is our network labor cost with **** HBW supplying the air handler. She would need to contact us, if she accepts. While we realize its not the full amount **************** paid, it is the full value of the repair if it had been done by a **** HBW Contractor.

    We regret, there would be no further reimbursement as we are not responsible for such an expense. **** HBW has fulfilled their obligations as specified in the Agreement.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 07/15/2022

     
    Complaint: 17560829

    I am rejecting this response because:

    There was never any email sent to me regarding details of going out of network.  Nor was there ever an email indicating the $608.89 claim amount.  I email the estimate I received as requested and had a second Tech come out from ****, who confirmed that I needed an entirely new AC unit, not a coil replacement.  After many calls where I was never able to obtain an answer or the ability to leave a message I had to get the unit replaced as it has already been well over 30days.  I finally received an email message from ***************** on 6/28 indicating he had my claim information and would look into and get back to me.  After 4 more email attempts and numerous direct calls to ****************** without any response or follow up I reached out to BBB.

    Sincerely,

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

  • Initial Complaint

    Date:07/12/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I Filed a warranty claim on May 7th and 3 months later it's not resolved.The major issue I have is the first contractor they sent out was the same guy they sent last year. This guy took our money and ghosted us. What did he do this year, he took our money and ghosted us? They sent a new contractor out and they have tried but they tell me one thing and 2/10 says something different. I have had call and be and be the thorn to get my microwave fixed. 2/10 needs to understand I pay them to fix and do the work. I am the customer not the other way around.

    Business Response

    Date: 07/14/2022

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

    The independent contractor, Riven Appliance, that ghosted ****************** has been sent to our contractor relations manager to review and address the contractor. Our records indicate on May 31,2022, the second independent contractor, B&R repair was dispatched and scheduled for 6/7/22. On June 21, 2022, the contractor reported that he had already replaced the door switch
    and he will need to return to the home to install the control panel. The contractor was approved their labor rate to install a **** HBW supplied panel. On July 12, 2022, the contractor contacted us to let us know that they went out to replace the panel and found that the magnetron also failed. The magnetron was ordered. We were given an eta of 7/15/22. Mr. ****** was left a voice message and a follow up email with the eta of the part. It is now between Mr. ****** and the contractor to schedule a time to complete the repair.

    We do understand how frustrating it can be without a properly working refrigerator. While we empathize with ****************** concern regarding the time it is taking to repair his microwave. 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. Multiple visits from a contractor do occur.There are times repairs do not hold or additional repairs are required. The Agreement is not a replacement contract that promises replacement due to these unforeseen delays as these are conditions that are 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 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:07/12/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 22, 2022, ****** Air LLC was matched with my service request by **** home warranty company to repair a central air conditionin system at *******************************************************************. After reviewing the issue with A/C unit, ******************** asked that I pay $ ******** to cover parts that would be needed to repair the issue in addition to the amount that would be covered by the **** home warranty company. On April 29, 2022 after visiting the rental home again at ************************************************** called and said the wrong parts had been ordered and they would have to replace the entire unit and sent an invoice for ******** (excluding the **** that was already paid for). At that point, I decided to get a second opinion and informed **************** as such. The other AC company was able to provide a much lower quote and fixed the A/C right away. I requested ****** to refund the $******** since the services werent needed any longer and the issues had been fixed. ****** promised to issue the refund and said it would take 30 days.It is July 1, 2022 (60 days after the refund promise was made) and I have not seen the refund issued in spite of following up many times. This morning following a question on the status of the refund, ****** mentioned they could only refund $661 to take care of the restocking fee and early cancellation fee. None of these details had been communicated with me when I asked ****** to wait until after I had a second opinion on the A/C repair. I would truly appreciate BBB getting involved and helping et my refund of $****.00. Thank you.

    Business Response

    Date: 07/02/2022

    I hope to answer your request to the best of my intends. I adjusted the pre approved service work invoice with the initial warranty non covered cost for the contractor work to start. The customer canceled and did not go through the warranty company. I did not not charge the 30 % cancellation of the total ticket like it is stated on the the Service Agreement portion of the invoice. I did agree to a refund but with minor charge backs. I would appreciate at this point to use the BBB for third party arbitration and please help define that the refund portion was out of courtesy. Please excuse me if I was not clear about the 30% originally stated in the invoice. Thank you 

    Customer Answer

    Date: 07/02/2022

    First of, the payment of $1320 was made in response to ******** request to buy parts. A week later ****** mentioned that the supplier sent the wrong parts and changed the scope of the project. ****** also complained about the time lag and the number of parties involved when dealing with a warranty company and a rental house.  First it is not my fault that supplier sent the wrong parts, secondly if ****** has a problem with dealing with warranty company and rentals, they shouldnt have responded in the first place. None of this is my fault. 

    With that background, I asked him if we can repair outside the warranty company, and that I would get a second opinion in addition to ******** diagnosis. I also very clearly asked ****** for 24 hours to make up my mind. WIthin those 24 hours, I was able to a second opinion and have the repair done as well. Never was a restocking fee mentioned or an early cancellation fee. Also keep in mind that I had asked ****** to wait until I made up my mind. I absolutely do not have to pay for a restocking fee if the order did not have to be made. The purchase under the warranty company's supervision was the supplier's fault and should not have a restocking fee. 

    I disagree with ******** response that they werent clear - in fact there was NO MENTION of the restocking or early cancellation fee. I have text messages to prove my ask about waiting 24 hours and being very clear that I had decided to go with a different contractor within those 24 hours. 

    Thank you.

    Business Response

    Date: 07/14/2022

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

    Our records indicate on April 18, 2022, the independent contractor, **************** reported the evaporator coil is leaking. To do the replacement of the evaporator coil, there were $1,320 in out-of-pocket costs that the Agreement does not cover. **************** accepted the charges. The contractor was approved their labor rate to install a **** HBW supplied coil and the coil was ordered with an eta of 4/25/22. Then on April 29, 2022, *************** called in because of how long the claims process is taking and requested taking a cash buyout in lieu of the repair. The buyout was calculated at $1360.02. It was explained to her that the air conditioner will be no longer warrantable under the Agreement. **** HBW takes care of their own restocking fee. Any restocking fee would have been for there equipment order for replacement.

    The contractor never told us it was the incorrect coil, regardless, even if the coil was incorrect, we would have located one that would fit. However, **************** decided to take a cash buyout due to the time in it is taking to repair.

    **************** went under contactor with the independent contractor, **************** to replace the air conditioning system. This was without our knowledge. **** HBW was not a party in this contract. This is between the contractor and **************** and not **** HBW.

    **************** needs to understand that all of the network service 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. As a neutral third party, **** HBW is unable to compel another partys actions,including, but not limited to the service contractors. Should **************** desire to pursue the contractor for reimbursement, 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.

    We regret, we cannot be of further assistance in this regard.

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

    Customer Answer

    Date: 07/17/2022

     
    Complaint: 17511270

    I am rejecting this response because:

     

     ****'s home warranty's response is exactly correct. They are not at fault. My complaint is not against **** Home warranty. My complaint is against ****** Air LLC. 

    When I paid the ******** it was under the **** home warranty agreement. **************** complained ad nauseum about how he doesn't like repairing rentals and how many people he had to talk to. It was ***** and getting hot, I couldn't take the liability of our tenant staying without ** in 90 degree temperature, I decided to get it fixed outside the warranty under ******** pressure. Once ****** and I were outside the purview of ****, ******* was due to me. ****** had neither done the repair and allegedly received wrong parts.

    Moreover, ****** gave me a credit of 1320,00 in a quote to repair the ** the very same or next day. I thought the quote was communicated to ****** clearly that I would like to get a second opinion on the repair. My second opinion was half the price of what ****** provided and so I decided to go with a third party. It took me 3 hours to decide that I would go with the third party contractor. In my understanding, if he had received wrong parts and he could not have ordered and received the right parts in 3 hours, a restocking fee does not apply. Because we were out of the warranty and I had not gotten into a new contract with ******, a cancellation fee shouldnt apply to me.

    ****** Air LLC owes me the entirety of 1,320. 

    Sincerely,

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

  • Initial Complaint

    Date:07/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Original work order 12/21/21. Repaired. Another service request 6/12/22. Multiple phone calls all of which holding well over two hours each time. Contractor was not reachable due to their telephone system - no option for a live caller, couldnt even leave a message because their system was full. They came out on 10 July. Repaired the system and staged they have a 90 day warranty on their work. System stopped working two days later and then was told they cant warranty their work with **** because they werent paid properly and no longer contract with ****. Unable to resolve with **** and told this process will start all over from the beginning. I am 70 years old and the weather is well over 110 degrees. Unacceptable.

    Business Response

    Date: 07/14/2022

    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 December 3, 2022, Mr. *********** requested service on his air conditioner. Then on December 21, 2021, he took a cash buyout for the repair. It was explained to him that if he takes the cash buyout, his air conditioner will no longer be warrantable for coverage. He agreed. Additionally the check that goes out to him, stamped on the back, it states: By acceptance and endorsement of this check payee acknowledges it as full and final settlement of all sums whatsoever due and payable on this covered system from Home Buyers Resale Warranty Corporation or any affiliated company".

    Then on June 14, 2022, *********************** put in another claim for the same air conditioner. The dispatcher did not catch that ************************ had already taken a cash buyout on the previous claim and dispatched an independent contractor. The contractor did some work.On July 12, 2022, the oversight was caught when ************************* called in. The representative explained to ************************* that they had taken a cash buyout and here air conditioner is no longer warrantable. The *********** would need to go directly to the independent contractor to warranty their work.

    As such, we regret that we cannot be of further assistance in this regard. **** HBW is not responsible for addressing the air conditioner or making any repairs as it is presently not warrantable through **** HBW. **** HBW has fulfilled their obligations as specified in the Agreement.

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

    Sincerely,
    Office of the President
    Home Buyers Resale Warranty Corporation

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