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Review 12/6/2008
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I have not filed a complaint because I do not believe it would get me the solution I need, just more excuses. Not only is the Home Buyer Safeguard Warranty program a scam, it is not established to "Safeguard the Buyer", at all, only a company looking out for their own best interests.
My issue was the Water Heater, after 30 days of taking off work to meet contractors, who seemed to only blame the last guy or the HBS inspectors, nothing was resolved. My Water Heater had many issues, no hot water and the fact that it is an Aqua Therm System made a double issue since the Heat in the house comes from the heated water, so no heat either. HBS does not care about the customer, only that they find loopholes in the Warranty Contract to keep from having to pay for bad systems. I was told that it was my own problem that I didn't have hot water or heat because they ordered a part but it wouldn't be in for four days, on a Tuesday, and today is Friday. According to HBS their only obligation was to order a part, which meant I would have to take off yet another day from work, to bandage a water heater on its last leg, because they did not want to replace. My own solution was to finally bypass HBS, take care of myself, and hire someone else to fix the problem, which was to buy a new water heater. This not only gave me heat, and hot water, but also peace of mind knowing I was not being jerked around by HBS out to only line their own pockets. Gee do you think maybe this company might fail in the future with the current economy? I will do my best to voice my experience, their bad service, and overall disregard for the customer, to everyone I know. Bad news travels fast folks, and the customer is who they should have taken care of.
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Business's response - by HomeBuyer's Safeguard. Inc.on 12/10/2008
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HomeBuyer’s Safeguard received a repair claim regarding an “Aqua Therm” hot water/heating system. This is a specialized system and many technicians are not familiar with their intricacies. HomeBuyer’s Safeguard called the home builder “Artistic Homes” to obtain the best company to perform the repairs to the system. We contacted the recommended company (C.R. Refrigeration) to arrange for analysis and repair if indicated. The company determined that the water tank (10 years old) needed to be drained to remove calcium build-up. They also adjusted the temperature regulator on the hot water line. They then tested the temperature at different parts of the house and reported that “all ok at this time”.
Subsequently, the home owner called HomeBuyer’s Safeguard and reported that the system was not functioning properly. HomeBuyer’s Safeguard notified C.R. Refrigeration of the problem and they responded by revisiting the property and replacing a defective part. Subsequently, HomeBuyer’s Safeguard received yet another call indicating that the system had “failed” again. HomeBuyer’s Safeguard contacted a different licensed contractor to assess the problem. He determined that the gas regulator valve was defective and needed to be replaced. He tried to locate the replacement valve and was informed that is was not available locally and had to be ordered. He ordered the part and asked that it be delivered via the quickest mode possible.
The homeowner responded by saying that she would resolve the issue in her own way and that the contractor’s services were no longer needed and that she would not be utilizing the remedy provided her by the home warranty contract. Indeed, that was her choice to make.
We believe that HomeBuyer’s Safeguard responded reasonably and promptly to this customer’s needs as allowed for in the home warranty contract. The contract specifies “repair or replacement” and that option is ours to exercise, as stated in the home warranty contrac
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