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 ComplaintThe 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:07/11/2022
Type: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 have been having an ** issue for the past six months it is a new home one year old when the original warranty ended **** homebuyers warranty called me daily and mailed me requests to use their service. They assured me I will be covered. I signed up and its been theee visits with long wait times and unresolved . The ** remains unfixed I live in ******* and work from home the weather has been excruciating and I am suffering with fans. I have kids in the home. They keep giving me referrals for people who are no longer contracted with them. I escalated it to a supervisor who said she will take care of it and I will get a new contractor sent out via email. It again was the same exact ** contracted who is no longer with them. I have to continue calling with long wait holds on every break and send emails for escalations requesting former ** co. Since we have a 30 day warranty and issue is not fixed. Input in this last order on the 20th of June it is July 11 and I have not gotten a response or resolution but they have no problem Deducting my account. I plan to seek counsel for this neglect and suffering
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 Ms. ****** ******************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
The independent contractor, A & L ******* Systems has accepted the dispatch and advised, he can service as early as tomorrow, 7/15/22. This contractor has been out to the home before.For ************** convivence, A & L ******* Systems contact information ************,work order is 9161159.
We certainly empathize with 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, when temperatures rise sharply in an area, the independent network contractors will experience an unusually high volume of calls. They become booked and cannot always service as quickly as a customer or **** HBW would like. These are unavoidable delays that are beyond of our control. As stated in The Agreement Terms and Conditions, B-9; We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.
We apologize for any frustration or inconvenience that ************** has experienced during this time of repair. We value Ms. ****** business,and we look forward to serving his future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer Answer
Date: 07/21/2022
I had filed this complaint #******** and received a response on the 17th I had 7 business days to respond today I went in to respond the 21st and it was closed. I gave the owner representative of this business an opportunity to be honest and provide my air conditioning service per contract and they have failed. Again I work from home telehealth remotely I am a Registered Nurse. I live in ******* it has been up to 98 degrees! I have a new home one year and two months with a new AC system that has been in need of repair since the 21st of June today it will be a month The companies they send are either telling me they refuse to do buisness with them or they do not respond to messages or contact me to fix the *** This is unacceptable no outreach has been done no accommodation reimbursed No halt of monthly payment withdrawals. Saying its high season and shortage of parts is not an excuse. If I do not have the skill to intubate your mother I will get another nurse who can. They never even attempted to offer reimbursement for me obtaining my own repair person. They have not collaborated with another company to address this need. This is not insurance as contracted. I remain waiting for my AC to be repaired.Business Response
Date: 07/25/2022
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.
A customer advocate contacted the contractor/A & L *******s and spoke with the owner. He said he has tried calling ************** twice. Once it just rang and rang and once, he left a voice message. She has not called him back to schedule.
As our previous response indicated, A & L ******* Systems contact information ************, work order is *******. The contractor is waiting for a call back from her. **** HBW has no control over scheduling between any independent contractor and homeowner. Again, under the Agreement Terms and Conditions, B-9; We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts, equipment, weather or labor difficulties.
The contractor stated that the system is new. It is under manufacturers warranty. It could be in need of a condensate pump to keep the condensate water draining. A full drain pan will cause the float switch to set off and stop the unit from operating. ************** should be aware if a condensate pump is not present and one has to be installed, so the condensate water can drain properly, this is not eligible for coverage, as the Agreement only covers for mechanical failures that occur due to normal wear and tear and it specifically excludes missing parts. If that is the case, she may want to contact the builder or the **** contractor that installed the system.
A customer is welcome to use their own contractor, however they will charge retail. The customer will not receive the savings a network contractor can provide as the customer is responsible for the overage of our network contractors pricing. If ************** decides to use her own contractor, we ask ************** to call in as there are step-by-step instructions that can be emailed to her. The instructions must be followed to receive any eligible reimbursement.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationInitial Complaint
Date:07/11/2022
Type: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 purchased this home warranty based off of the services it offers and we have submitted 3 claims now and they either never called (it says they will contact within 48 hrs) or said they have no contractors to do the job. If they didnt cover our area that we live in then it shouldnt have been sold to us. We have had actual things needing fixed such as AC, electric, and and attic fan that was not covered.Business Response
Date: 07/13/2022
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 *************** has submitted a total of 3 claims. Electrical, attic fan and oven.
Concerning the electrical. On March 5, 2022, **************** submitted an online request because there is no electricity in the front room, bathroom and the wall attached to the bathroom outlets not working. At that time of service, our dispatch department was looking for a network contractor to service. While her request was still in our dispatch que, on March 7, 2022, **************** called in to cancel the service request. The representive canceled the work order. No further activity
Concerning the attic fan. On May 3, 2022, **************** requested service on an attic fan because it turns on and shuts off on its own. Despite our best efforts, **** HBW was unable locate a network contractor to service ****************. Consequently, we asked **************** to locate a contractor of her choosing. The step-by-step guidelines for using a contractor out of our network were emailed to her. **************** did not follow up with a contractor.
Concerning the oven. On June 9, 2022, **************** submitted an online request for her oven because her stove was leaking gas. The independent contractor, Whataloaf Appliance Repair was dispatched. On June 27, 2022, the contractor declined the dispatch as they were overbooked. The same day, the independent contractor ************** Service was then dispatched. Shortly afterward, *************** cancelled ************** Service online. There was no further activity.To be clear, we were not aware the first contractor was not going to service until they declined the dispatch 2 weeks later. When a contractor is dispatched,we do send an email to the customer to advise them of the contractor and their information so they can coordinate a time for service. We do depend on the contractor to respond right away to the dispatch if they cannot service, but on occasion, a contractor will not let us know. We would also hope a customer would call in or report online, in a timely manner that the contractor cannot service.
Concerning contractor availability. While we do try to minimize situations in which a customer must obtain their own contractor, sometimes they do occur. The Agreement explains this under page 7, section; 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.If no Service Contractor is available, we may ask you to select a Contractor (Your Contractor) to work with us If we authorize use of Your Contractor, we will provide you instructions on how to receive Service, which you must follow to receive reimbursement. You will not receive reimbursement and will remain solely responsible for every cost arising from any work, services or equipment any contractor, company or individual performs or provides without our prior express authorization, even for Covered Items that would otherwise be eligible for Service.
We do try to keep this process as simple as possible for our customers and the contractor's they obtain. We do understand how **************** may consider this an inconvenience, and we sincerely apologize for that. It is up to *************** as to how she would like to proceed.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer Answer
Date: 07/13/2022
Complaint: 17553101
I am rejecting this response because:I canceled 2 of the requests because when you submit a request on ****s website, it says someone will contact you within ****************************** so I had to go another route to get the repairs fixed. The oven request was around 2 weeks later after I submitted the request.
regarding the attic fan request, if Im going to have to find a contractor and pay for it and HOPE to get refunded by **** (which I dont trust to receive my money back) then what is the point of having the warranty?currently I need a new AC and Im not even attempting to use **** because I cant go months without as a much as a phone call from them.
Thank god we didnt pay for any of the extra add ons they claim to fix because we are already out of money. Worst company I have ever dealt with. I WILL NEVER RECOMMEND **** TO ANYONE.
Sincerely,
***********************Initial Complaint
Date:07/11/2022
Type: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 25 June 2022 I reached out to **** Home warranty in regards to my air conditioning unit not working. On 28 June **** Home warranty sent a contractor from ***** Company to check my air conditioner which he stated would need to be replaced. Now its 11 July 2022 and I have been with air conditioning for ********************* ***** the temperature is 100 degrees and above everyday. **** warranty just keep giving me the run around about parts on order but nothing is getting done.Business Response
Date: 07/13/2022
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 25, 2022, ************** submitted an online request for her air conditioner. The independent contractor, ***** Company accepted the dispatch. On June 28, 2022, the contractor reported this is a heat pump system and the evaporator coil and the condensing coil are leaking. Determination was made to replace the heat pump.The contractor was approved their labor rate to install **** HBW supplied ******* equipment. The ******* equipment was ordered at the ******* Distribution located in the same city as the contractor and ************** reside. ******* gave an eta of 7/8/22 for the contractor to pick up at that local branch. On July 12, 2022, a customer advocate called the contractor to see if they have picked up the equipment and left a voice message that if they have not picked up the equipment a reminder of our purchase order number and where the equipment can be picked up at. The advocate attempted to call *******, but could not get thru at this time, due to the high call volume. Once the contractor picks up the equipment,he will return to the property to install.
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 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. These delays bought on by the high temperatures are a condition that is beyond our control. It states in the Agreement Terms and Conditions, B-9; We are not liable for failure to provide timely service due to conditions beyond our control; including but not limited to, delays due to obtaining parts,equipment, weather or labor difficulties.
We apologize for any frustration or inconvenience that Ms. ***************** have experienced during this time of repair and hope her new air conditioner will be installed soon. We value **************** business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer Answer
Date: 07/17/2022
Complaint: 17552891
I am rejecting this response because:
NOTHING! Has been done. It is 25 days and counting still without air conditioning. **** Home warranty has completely been dishonest standing by their warranty services. I have called **** as well ***** Company everyday. **** reps say the samething. They are trying to get in touch with the maintenance company. For some reason every time I call I always get the same person Ms. ****** who tells me **** still havent called or emailed them with equipment pickup number. Im an army veteran who serviced for 22 years that have severe ptsd and anxiety and have small kids home. This situation has become ridiculous with no one having any knowledge of how long or when I will get my equipment replaced.
Sincerely,
*****************************Initial Complaint
Date:07/11/2022
Type: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 21, 2022 my **** air conditioning unit failed. I made the home warranty request on May 22, and on May 23, an **** contractor came to my home and diagnosed the issue. The **** company said they needed to order a part and it would be **** days.At 30 days (June 21, 2022) when the **** contractor had not returned to complete the repair (I made many calls to the contractor during that time), I made an "escalate claim" with **** warranty. **** did not respond to this escalation, so 48 hours later I contacted **** for assistance on the phone, referencing that I had made an escalation claim and the repair was still not done. **** said they called the **** company and the **** company would call the next day or two to schedule the completion of the repair. This did not happen. Multiple calls to **** warranty, with them promising they would make this right, that if the **** contractor didn't come by July 5 to call **** back and they would assign a new contractor. I called back on the 5th and they would not assign a new contractor. On the 6th I received a call from **** that they had ordered the part, and it was in stock locally and the contractor simply had to pick it up and it should be scheduled for repair in the next 2 days. On the 11th, I called the **** contractor to ask when they were picking up the in stock part, their phone goes right to a full voice mailbox. I called **** who said they ordered the part on the 6th. I said **** called me and said the part was in, not just ordered. Round and round we went I asked for a supervisor to help, and was desperate for help as we are in summer with this broken air unit, and they hung up. The **** says its **** fault, **** says its **** contractor, and both have simply taken their fees and are giving no resolution.I made numerous calls to **** to ask them to help, was lied to repeatedly by **** warranty. And each call they seem to think this is a brand new claim, not one going into 1.5 months.Business Response
Date: 07/13/2022
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 21, 2022, **************** submitted an online request for her air conditioner. The independent contractor, **************** was sent the dispatch and an email sent to **************** with the contractor information. Then on June 24, 2022, *************** contacted us because she had not heard from the contractor. The representative called **************** shortly afterward and asked if this was a good time. She advised no and the call was disconnected. We contacted the contractor to service. **** HBW received the contractors diagnosis on June 29, 2022. The contractor reported the compressor failed. The contractor was approved their labor rate to install a **** HBW supplied compressor. The compressor was ordered thru Weather Distribution. We were given an eta of 7/12/22 for the contractor to pick it up at the local supply house. On 7/12/22, we were informed that the compressor is ready for pickup. Once the contractor picks up the compressor, he will return to the property to complete the repair. It is between the contractor and *************** to schedule install.
We certainly empathize with 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, become booked, they may not respond to all of the dispatches, or not always able to service as quickly as a customer would like. The supply houses experience a backlog including backordered parts,factory orders or shipping of parts. These delays bought on by the high temperatures are a condition that is beyond our control. It states in the Agreement Terms of Service, section VIII; We are not liable for any delay in or failure to perform Service due to conditions beyond our control and/or that of a Contractor, for example: shortages of or delays in obtaining parts or equipment; weather; labor difficulties, or difficulties locating or scheduling Contractors, including due to service demands attributable to weather, regional temperatures or abnormal atmospheric conditions.
We apologize for any frustration or inconvenience that **************** may have experienced during the time of repair. With the part now available for pickup, the work should be completed soon. We value Ms. ******* business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationCustomer Answer
Date: 07/13/2022
Complaint: 17552099
I am rejecting this response because: This statement:Then on June 24, 2022, **************** contacted us because she had not heard
from the contractor. The representative called **************** shortly
afterward and asked if this was a good time. She advised no and the call
was disconnected.Is a complete and total fabrication on the part of **** warranty. At NO time did I say this was not a good time, that is completely untrue.
Not only did I call **** warranty multiple times after the 30 day time of the repair not being completed asking for help in the last 1.5 months, I also called the contractor regularly who kept saying they "would call back" and never did. I talked to **** on the 24th (to follow up on my escalation made online), I initiated calls twice on the 29th, once on July 1, once on July 5th (expecting that they would reassign a contractor as they told me they would do on the call on the 1st), once again on July 6 in response to them actually calling on July 6 by the **** purchasing department saying the part was in stock locally. Which also turned out to not be true. I called again on the 11th 3 times (and they disconnected twice). **** accounting called on 7/12 to confirm I did not want to auto renew my warranty at the end of August per my request. When they asked why, I explained that this process was terrible, that their reps had changed their answers/information to me multiple times. The accounting individual was very nice and said they would make sure I was not auto-renewed.
This is exactly why I made a BBB complaint about ****, they have not acted honorably nor honestly in this process. I have an issue that the reps spun a different tale each time I called, and this latest response to BBB has me quite a bit more upset as it is not true that I ever said this is not a good time to talk. I would not have spent hours (some times 2 hours on hold to get a rep for a single contract call) to say it wasn't a good time.
Sincerely,
***********************Initial Complaint
Date:07/11/2022
Type: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.
Main water intake to house broke and reported the issue as a new homeowner to **** HBW for assistance with damage assessment on July 01, 2022. To minimize further damage, the water supply was turned off but today is July 11, 2022 and I have yet to hear from the company even though submitted claim indicates a status of "Dispatched". I called many times today to try and talk with a representative with waits occurring for over an hour. Their voice menu quality is so broken in sound that some of the available menu options are not even coherent. This home is completely uninhabitable without running water. I finally received a call back and the agent indicated that they should have called back but put a status on the submitted request of "Homeowner ONSP (Email)" meaning they could not find a local plumber and for me to find one. **************** was unacceptableBusiness Response
Date: 07/12/2022
The Office of the President at Home Buyers Resale Warranty Corporation (**** HBW) is in receipt of the inquiry submitted under case ******** by **********************. We have located Ms. *** *************************** Agreement (Agreement) and applicable claim. We thank you for the opportunity to clarify our obligations under the Agreement and present our position on this matter.
Our records indicate on July 1, 2022, ********************** requested plumbing service as there is a pipe leak under the house. At the time of the requested service, our dispatch department was not able to locate a network contractor. We then emailed ********************** the step-by-step instructions for using a contractor out of our network. If ********************** would check her email, dated 7/1/22, she would see that we sent her the instructions the same day she set up the claim.
We apologize to ********************** that she did not receive the quality service that she expected as **** 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 Ms. *** Scyocs business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationInitial Complaint
Date:07/11/2022
Type: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 have an active home warranty covering my HVAC system at my property address ****************************************************. I submitted a ticket (*******) for repair on 6/22/22. A contractor was dispatched and arrived on 6/23 and stop-leak was used and the system recharged. The system cooled for one evening. I reopened the repair ticket on 6/25. The contractor returned on 6/28. He submitted his diagnosis that same day. I approved an out of pocket cost of $500 on their portal that same day. I have called **** everyday to push on getting the parts ordered. I've been told multiple times that the order will be expedited but that it takes their procurement department 3-5 business days to process a purchase order. Every time I've called in I've been told that the parts have not been ordered yet and that they would expedite and resubmit the request to their procurement department but then the next time I call I'm told again that the procurement department just received the request and it will be another 3-5 business days for parts to be procured. I am now on business day 7 and parts have yet to be purchased and was told today again that it will 3-5 business days from today to purchase the parts. I need help getting **** to complete the purchase of the parts so that the contractor can pick them up and schedule his install which will likely take another few business days. Meanwhile it is record heat in ********. Please help!Business Response
Date: 07/13/2022
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.
On June 29, 2022, the independent contractor notified us that the holes in the evaporator coil, located inside the air handler are too large for stop leak to work and the coil, is unrepairable.This was forwarded to our parts research department. Parts research needed to find out from the contractor if we would need to just replace the coil or replace the entire air handler and if we replace the air handler, would the outdoor unit also have to be replaced. The contractor advised just the air handler needs to be replaced with a TXV. On July 8, 2022, the air handler and TXV were ordered with an eta of 7/13/22 for the contractor to pick up at the local branch. Once the contractor picks up 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. 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. 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 **************** may have experienced during this time of repair and hope to have it wrapped up soon. We value Mr. ******* business, and we look forward to serving his future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty CorporationInitial Complaint
Date:07/11/2022
Type: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 have a 1 year warranty for all workmanship. A 2 year for other coverages, and a 10 year structural. They did some warranty work already under my 1 year workmanship, proving that I have it. My coverage began 4-1-22. Then one day I submit some work to be done and am I denied. They state I dont have that coverage for the 1 yr and the 2 yr, just the 10 yr structural. I tell them I do. I send all the docs proving I do. I have the builder, ****** Homes reach out to them confirming I do. They respond that they found the error and it will be looked into. I have sent several emails, asked for mgr callbacks they never return. Though they say they will take care of it. It never gets settled. This has been going on over a month.Business Response
Date: 07/15/2022
2-10 Home Buyers Warranty (**** HBW) is in receipt of the complaint submitted by ******* Rodriguez (homeowner). We have located the homeowners warranty which includes a 2 10-year Structural Defect coverage provided ****** ********* (builder). Thank you for the opportunity to review and respond.
**** HBW apologizes for any frustration that the homeowner may have experienced thus far as it relates to the coverage through **** HBW. Our records indicate that the home does have a 10 year structural defect coverage. It does not have coverage for workmanship or distribution systems. On 04/27/2022 ********************** signed his acknowledgement and consent to the structural coverage. We have attached that paperwork which shows under Section 4 that only the 10 year structural coverage was purchased.
Additionally, on 05/30/2022 **** HBW mailed a Certificate of Warranty to the property. This Certificate further stated that the coverage is only for structural defects.
All **** Warranties are enrolled and provided by builders. **** HBW cannot change,modify, or add coverage that the builder has not purchased. Additionally, this coverage is not available for homeowners to purchase. This is due to the fact that any qualifying workmanship or distribution systems repairs are the responsibility of the builder, with no repairs being performed by the administrator of the warranty, that is **** HBW.
We have carefully reviewed our records and have verified that **** HBW has not been contacted by ******* ********* with any statements about this coverage being in error. As such, **** HBW disagrees with the homeowners claim that we have agreed to make any changes to his coverage or that his coverage as it currently stands was enrolled incorrectly. With this said, as a courtesy we have reached out to the builder to notify them of ************************ concerns and to verify if they would like to amend the coverage they provided on this property.
**** HBW would like to thank ********************** for bringing this to our attention so we may review the matter further. While the homeowner is welcome to submit a structural claim to **** HBW at any time we respectfully advise the homeowner that he does not currently have 1 year or 2 year coverage and that any inquiries about such repairs need to be directed towards ****** *********. for further assistance.
Sincerely,
*************************
Sr. Warranty Administrator
2-10 Home Buyers WarrantyCustomer Answer
Date: 07/18/2022
Complaint: 17550718
I am rejecting this response because:That is not a doc that I signed on 4/27. Why would I sign a doc on 4/27 contradicting the doc I signed on 4/1? I provided the doc I actually signed WET on closing date 4/1/22. That being said I think they finally cleared it up as ****** contacted 2/10 and it looks like my portal may be cleared. But I will not know for sure until my warranty complaints are addressed. Thank you.
Sincerely,
*********************************Initial Complaint
Date:07/11/2022
Type: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.
April 2018 my air conditioning stopped working. I called my home warranty and each year since then I have to call twice a year. Once in the summer for that air not working and then again in h to r winter because my heat isnt reaching temperature. Recently I called 4/22/2022 I requested because my air conditioner went out again. I was told by that company my warranty sent out that there is a defect with that device that the manufacturer has not yet released a fix and I could wait for them to fix or replace the air conditioner system. They informed my warranty of this and my warranty declined doing anything per stated I would need to contact Lennox. I contacted Lennox who stated there are no defects and suggested I use one of their premier consultants to look at my air conditioner. Their recommended company came out 6/29/2022 and stated the a/c had been over charged and he wasnt sure what all the other people had been doing but stated he honestly thought it best I purchase another unit all together because once all this damage has been done he stated he could do some repairs but it will never work like it is supposed to. He also stated many other issues with the unit as mechanical issues. My warranty declined replacing the unit because they stated it wasnt a mechanical issue. Currently I am still living in a home where my a/c powers off every few days and I am told I will have to turn it off at the circuit breaker and back on and wait 5 mins for it to restart the system. I have called my warranty several times and held sometimes 2 plus hrs. I have called and escalated the situation And been offered callbacks that never happen. I have called to get the diagnosis from all the years I called and they told me they do not actually require the companies to submit the actual diagnosis and that they dont have a record of what all was done to my air conditioner. I just want my air conditioner either replaced or fixed and payments covered by my warrantyBusiness 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 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.
************** has a Lennox air conditioner. The air conditioner is cooling like it should. Since July of 2018 **** HBW has had several independent network contractors to the home. Any repairs that were done, have been minor, such as replacing the **** thermostat, contactor,adding refrigerant. Contractors have gone to the home and reported there is no failure. On June 15, 2022, the independent contractor, Franklin **** & Air reported the system cools. He contacted Lennox because the system must be reset every spring for it to blow cool air. Lennox informed him that they are aware of this defect that causes the unit not to cool. Lennox did not give the contractor a fix.
The representative notified ************** that the system is cooling like it should and the Agreement does not cover for manufacturer defects. The Agreement only covers eligible failures that occur due to normal wear and tear. This is specified at the beginning of the Agreement Terms and Conditions (T&C); We provide service for covered systems and/or appliances: 2. which do not operate correctly due to normal wear and tear. T&C; B-11; Costs to repair failures due to inadequate capacity,manufacturers recall, improper design, improper previous repair.
************** got her own contractor to evaluate the air conditioner. The contractor reported that he is not aware of the defect. The system is overcharged. Since ************** got her own opinion, and her contractor reported the system is overcharged, we have decided to send back the independent network contractor, Diamond R ****ing & Air, *************, work order *******, as they were the ones that added the refrigerant (service fee waived). If they find it is overcharged, they will put the system back to the proper level. If they happen to find any other eligible repairs that is preventing the air conditioner to not cool, they will report this to us. However, if the issue remains that the system does cool but has to be reset every spring, this is not covered by **** HBW.
We apologize for Ms. ****** experience with trying to get a hold of us. This is the beginning of our busiest time of the year. When temperatures rise sharply for the first time 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. We value Ms. ****** business, and we look forward to serving her future warranty needs.
Sincerely,
Office of the President
Home Buyers Resale Warranty Corporation
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.