Complain about a product or service

Buyers Home Warranty

Christina of Keller , TX June 24, 2009

I had just return from a week long visit to the hospital trying to delay labor as long as possible. I was sent home on bedrest and was trying to finish out the pregnancy at home rather than in a hospital. I am very high risk and still have 8 weeks before my due date.

After returning home, my husband and I noticed our downstairs air conditioner was not working. We turned in a request for service via email on Saturday June 18, 2009. We had not heard anything back, so I call that Sunday June 19, 2009. The warranty company told me that they would try to find someone to come out and do a service call. Late Sunday afternoon, we did have a service call and the tech told us we needed a new outside unit. Because it had past the York warranty, it was to be replaced by this warranty company.

The tech turned in the paperwork via fax first thing Monday morning, as instructed by the warranty company and we waited. We waited and waited. It was the first of many 100 degree days. We were told BHWC approved the item and it was to be shipped to Fort Worth, TX. It never came Monday. It never came Tuesday. It never came Wednesday. My husband called every 2 hours telling them the risk they were putting our family at. It is now Wednesday afternoon, BHWC told my husband it should be there sometime tomorrow on Thursday.

Depending on when and if it gets there, it will be most likely that it will be fixed by Friday, almost 1 week after we turned this in requesting help. We have asked them to help with the cost of a hotel and they refused. We are unable to stay in a hotel for all those days due to the cost of all our medical expenses. If this had been a power company, and our power went out, I know they would have had to do something. But this company is doing nothing while I am trying so hard to keep from going into labor.

Lorelei of Carson, CA October 3, 2007

The reason I write to you is I have had to replace the igniter in my oven 5 times. Buyers Home Warranty did not have me in their system even though I paid for the contract, so I paid Allen & Sons to replace the igniter. September 13 2002 once again the oven refused to light, Buyers Home Warranty sent out Pacific Valley Appliance and the igniter was once again replaced. November 23 2005 once again the oven refused to light, Buyers Home Warranty sent A Best Appliance and the igniter was once again replaced.

September 9 2006 once again the oven refused to light, buyers Home warranty sent L & L Appliance and the igniter was once again replaced. But, before the igniter was replaced I talked to Martha in customer service I said I wanted to be pro-active and see what we can do to replace the unit so I don’t have to keep having the same part replaced, we are both paying over and over for the same thing. I asked if I could speak to a supervisor and she said not at this time, but advised her name is Carol.

I had to call several times before I was allowed to speak to Carol, once I did get to speak to Carol she advised me if the oven is un-repairable and have the repair technician call Mike Griffin in Authorization for an o.k. to replace the unit. Dennis at L&L Appliance said he would call Mike Griffin on Monday but that he would put another igniter in so I would not be without a working oven.

September 13 2006 I sent a fax to Carol requesting assistance because the operator (Martha) refused to put my call through saying Carol was on the phone. Carol returned a call and told me I have a working oven and had nothing to complain about and I needed to speak to Mike but he doesn’t have a voice mail and I would need to call back he is on the phone, I asked her to leave him a message to call me which she refused to do.

September 18 2006 Since I received no call from Mike I called back, Martha once again answered the phone and advised me Mike is on the phone and has no voice mail and she transferred me to the authorization department, when I explained I was looking for assistance, told my story, they transferred me to Mike's voice mail. So I left a message for Mike Griffin to call me on the voice mail that I was told did not exist.

September 19, 2006 I called and tricked the operator into putting my call through to Mike, he said he never received my voice mail, he said this is Carols department and transferred me to Carol who said there is nothing they can do for me and hung up on me. I did call back, upset and said this is no way to treat me I’m just trying to find out what to do next time so I don’t have to keep paying for the same part replacement. Carol told me to “stop calling her there is nothing she can do�.

September 20 2007 I called Mark because I still have not received a check to replace the oven and I have a dinner party planned for the 29th. This time he was very nasty and said we don’t have to cut your check until October 5th and advised it will take 4 weeks from that time to process and that will end my contract and hung up on me. It was at this time I knew I had to cancel my dinner party due to no oven to cook in. I called Margie and told he how I was being treated and she said she would call Tony and let him know she was going to look for another company to use. Tony told Margie something like all I was trying to do was get money, which is untrue, I am trying to get my oven replaced like the contracts I pay for offers.

Margie has advised me she has found another company to use because she has complaints from other people about Buyers Home Warranty.

Teresa of Torrance, CA November 22, 2004

THEY HAVE FAILURED TO PERFORM ON A HOME WARRANTY REPAIR. IT HAS BEEN TWO WEEKS SINCE A REPAIR REQUEST HAS BEEN ORIGINALLY PLACED. BWHC CONTINUALLY CLAIMS TO HAVE A COMPANY IN LINE TO PERFORM THE REPAIR BUT THESE "CONTRACTORS" FAILED TO KEEP THREE APPOINTMENTS AND DID NOT CALL TO INFORM US OF THEIR REASON FOR NOT FOLLOWING THROUGH.

FINALLY, BHWC TOLD ME I COULD FIND A PLUMBING COMPANY AND HAVE THEM CALL BHWC FOR PAYMENT APPROVAL BUT THE COMPANY I FOUND REFUSES TO DO BUSINESS WITH BHWC BECAUSE THEY DO NOT PAY THEIR BILL IN A TIMELY MANNER. THIS COMPANY EVEN WENT SO FAR AS TO SAY THAT "NO ONE UP HERE (IN THE MOUNTAIN COMMUNITY WHERE THE PROPERTY IS LOCATED) WANTS TO DO BUSINESS WITH BUYERS HOME WARRANTY COMPANY".

Hope of Houston, TX May 5, 2003

I purchase a home on March 27, 2003. I had an inspection done on the house and it stated that I needed a professional plumber. The house passed the inspection and I was given a Home warranty with the understanding the warranty would fulfill their part of the agreement. I had no idea the extend fo the plumbing problems. When I purchase the home it was vacant for a while.

The warranty company agreed to fix the pipe if it was burst under the foundation and pay for the camera work that was done. Now they refuse to pay and say it is not covered under the warranty. Quality Plumbing is refusing to send me the pictures from the camera work that was done and detail report of the findings from both Plumbers. Plumber 1 was Phillip and the second plumber who did the camera work was Michael. I am attaching a letter that I sent to the Real Estate Commission and they said there is nothing they can do. I feel that it is unfair and it will cost more than I have to make such plumbing repairs. My home has become uninhabitable and all I want is for my plumbing to be fix and the warranty honor their warranty.

I called for service on my home warranty for a line blockage and a electrician to check out the garage wiring and a light by the patio door. I was told it was a trade fee of 50.00 for the plumber and 50.00 for the electrician. I said that was fine. The first plumber Phillip came out and ran a snake in the washing machine drain and underneath the kitchen sink. He said he though there was a blockage in both areas; but he needed a camera to tell exactly where the blockage was. I also showed Phillip a spot that was soaked with water on the carpet in one of the bedroom. He didn’t or couldn’t explain where the water came from. So he continued to work on the other stuff. After finishing all he could do; Phillip said that he would be back with a camera. He said he would notify Buyers Home Warranty of his findings.

Ryan of Buyers Home Warranty called and said that the camera work was not covered under warranty unless a pipe had burst. I proceed to tell them that Phillip said there was a burst line but he didn’t know where; thus the necessity of the camera to locate the burst pipe. After various calls to Buyers Home Warranty; I spoke with Randy and he agreed to send the camera out. Another plumber arrived on April 28th by the name of Michael. He told me that he was going to run the snake from on top of the house. He finished 12:00noon. and said that he found three blockages and a burst pipe under the foundation in the same bedroom and area where I showed Phillip the water earlier. He stated that it was covered under the insurance.

About 6:40 p.m. that night, I received a call from the Warranty Company stating that they would not cover it. I told them originally they told me if it was in the foundation or within the perimeter of the main foundation they would cover it. Now, they wanted to retract what they said. I explained to them that I had a binding contract that states they have to fix it. I purchase this home on March 24, 2003. I had an inspection done and all parties received a copy of the inspection. The house has not been occupied for over a year. Due to drainage problems discovered after I moved in, I am now unable to use my kitchen sink, washing machine and one of my bathrooms.

I believe that I have received unfair service and plan to take this matter further to have it resolved in an expedient manner. I believe that I have been treated inappropriately and that this matter needs to be reconciled. Buyers Home Warranty needs to perform according to the contract. Further legal action will be taken if the conditions of this contract are not met. I will also notify the Better Business Bureau, Defenders Consumers and Marvin Zindler.

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