2-10 Home Buyers Warranty Reviews

I called customer service again and explained that claims didn't have access to my account and I was told that they should, so I was reconnected to the claims department. The phone rang for 45 minutes and without speaking with anyone, I was sent immediately to the survey and the phone call cut off. I called customer service again and after another 45 minutes on hold, I spoke to someone in claims who once again said they don't have access to my account and someone would reach out to me on Wednesday. Great. Wednesday came and went, no call. Thursday, no call. Friday I called back at 11am to see what was going on. They said they didn't have access to me in the current system and someone would call within 1-2 hours. We waited 6 hours. No call back.

I called back and was told once again that they don't have access to me in their system and that someone would call back. Clearly, I wasn't getting called back and explained this. They said if I call back before the time I was quoted occurs, I get put in the back of the line. Well... I did wait each time. I was guaranteed a call back on Friday night. I know this is going to come as a shock, but I was not called back. It's now the weekend and I've received 2 surveys to ask if everything was going well with our work order. It most definitely is not. I filled out both of those requests to get a call back and of course it says I'll get a call next week. No help on the weekend. Why even send those surveys out on the weekend?

Do not use this company!!! They have the worst customer service. I can't even get help on this problem because they don't have access to my account because it's not on their current system. If that's a problem they are having, they need to have a process to help those people. Whatever they are doing now is not working. They figured how to charge my credit card even though my account was in another system. They should be able to figure out how to at least provide basic customer service. I can't even talk to someone about a basic question at this point.

They advertise things like "happy homes", "timely response and scheduling", "peace of mind", etc. We are not happy taking cold showers, no peace of mind that this is going be to resolved any time soon and there's been no timely response from 2-10 in calling us back. They falsely advertise great reviews but a simple search shows how awful this company is to work with. I'm sorry for ever recommending this company to anyone.

Afterward, I contacted 2-10 Home Buyers Warranty and was instructed to complete an OSA form and submit it with my invoice for reimbursement. I did exactly that nearly a month ago. Since then, I've called at least 20 times to check on the status of my claim. Every single time I'm told the same thing: "We're not authorized to handle your claim. The appropriate person will call you back." That callback has never happened.

At this point, it feels like they're intentionally giving customers the runaround instead of honoring the warranty they sold. They were nowhere to be found when I needed them most, and they continue to avoid addressing my claim. If you're considering purchasing a home warranty, think twice before choosing 2-10 Home Buyers Warranty. Based on my experience, they were happy to take my money, but when it came time to provide the service I paid for, they failed completely.

This house keeps my elderly mother cool and alive which is a basic human need in Arizona, I might find her dead now entering August from heat exhaustion. Avoid warranty companies for your life!!!

The contractor has been transparent and helpful throughout this. They answered my questions and clarified that the inspection report I received was the same report they submitted to 2-10. That report says nothing about the evaporator-coil problem being pre-existing. Despite that, 2-10 continued claiming the denial was based on a pre-existing condition while refusing to explain what evidence supported that conclusion. Based on this experience, it honestly feels like “pre-existing condition” may be a default denial label they use when they do not want to pay a claim, whether or not the contractor’s report supports it. In my case as well as many others, they have refused to provide any proof no matter how many times I call them.

2-10 also repeatedly blamed the contractor, even though the contractor was the only party willing to explain what was happening. Meanwhile, 2-10 refused to provide the inspection report or their complete claim notes. I asked them to communicate with me by email so there would be a written record, and they would not do that.

Everything had to happen through phone calls with different representatives, different phone numbers, and different Philippines-based call centers. Every time I called, I had to explain the entire situation again. Nobody ever seemed to have a complete understanding of the claim, and nobody took responsibility for getting to the bottom of it. One representative finally made it sound like progress was being made. He offered me a free second-opinion inspection and explained that a possible resolution might require me to pay certain costs directly to the contractor. I agreed to that.

When I called the contractor, they had no idea what 2-10 was talking about. They told me the claim had actually been fully denied and that they had not received any approval for further action, inspection or for a repair involving out of pocket costs. That has been the pattern throughout this process. A representative finally says something useful, but when I follow up, the contractor has been told something completely different. There is never one complete explanation, one person responsible for the claim, or one written decision that clearly states what happened.

When I confronted 2-10 about their description of the inspection report not matching the actual report, they did not explain the discrepancy. Instead, I was transferred to an American Home Shield claims department, which is a COMPLETELY DIFFERENT COMPANY. Every time I pushed back, asked for documentation, or pointed out a contradiction, I was transferred, redirected, given another number, or left with another vague explanation. They always seemed to find a way to avoid directly answering the issue.

At this point, I still do not have a consistent written denial reason or a clear explanation of how they reached their decision. I have spent hours calling 2-10 and the contractor, waiting on hold, simply trying to find out what is happening with my own claim. The worst part is that this did not feel like a genuine investigation of my claim. It felt like a strategy of exhausting the customer until they give up: deny first, change the explanation when challenged, refuse to provide records, blame the contractor, and transfer the customer somewhere else whenever the facts stop supporting the denial. I paid for coverage, not for the privilege of spending hours proving that 2-10’s own representatives were contradicting their contract, their contractor, and each other.

At some point, the sheer level of confusion stops looking accidental. A company handling home repair claims should know why a claim was denied, be able to show the customer the report it relied on, and stand behind one consistent explanation. 2-10 could do none of those things. Every call produced a new story, a new representative, or another dead-end transfer, but never an actual answer. The only thing they handled consistently was making sure nobody took ownership of the decision. A home warranty is supposed to make a major repair easier. With 2-10, the claim process became a second problem on top of the broken air conditioner. I would never recommend this company to anyone.

Since that one report, we have had multiple other contractors come out and report that the issues with the unit are, in fact, normal wear and tear and two different contractors suggested a coil repair. This repair requires us to pay a decent sum out of pocket, which I still do not understand the basis of based on their contract, but we agree to pay the charges to get this resolved. Weeks later, without any communication directly from 2-10, and after calling back multiple times, we learned that the contractor does not stock the needed part and that they weren't able to order it, putting us back at square one. It was at that point that a full unit replacement was suggested and, again, that required us to pay a decent amount of of pocket, which we agreed to do.

The replacement was submitted to the contractor and we were under the impression that we were simply waiting on the contractor to get the unit and materials in stock to complete the work now, 10-days later, we get a call from the contractor saying the claim has been denied as the issue is not normal wear and tear, likely due to the prior disproven report submitted 3-4 contractors ago. The contractor assured us that the claim was submitted as normal wear and tear. 2-10 is simply coming up with any reason they can to avoid covering the repairs/replacement. We have been without a working unit for months, it is July, and we live in Georgia. The communication with 2-10 has been relatively non-existent.

Their customer service reps all work from home and when you call it takes them forever to go through the file, read notes, and they are confused about the history of the claim and ongoing issues and don't have authority to actually fix anything or assist. Since they work from home, the only option they have is to escalate the claim and then you have to wait 4 hours, or several days, for a supervisor to call you back. My husband has spent days on the phone with these guys trying to sort this out and it just gets more and more messy each time. I have demanded to speak with a supervisor or their in-house counsel and that doesn't work either.

Their customer service is unacceptable and so is their claims handling process. They refuse to put anything in writing, which is clearly to cover their own behinds in the event of legal action. Keep notes and record all calls when dealing with them. Now they are saying that the claim is denied and they will not review it again until we have submitted proof that the issue identified in April has been repaired and/or replaced. They want us to fix or replace the unit over something that is unrelated to the issue and/or doesn't exist and are using that as the basis to jerk us around and leave us without working a/c for months. This is a scam of a company.

When my outdoor condensing unit finally failed, I was told that the only covered failure was the condensing unit itself. However, I was also informed by both the HVAC technician and a 210 representative that there are compatibility issues with my system. Despite acknowledging those compatibility issues, 210 denied replacement because I do not have its optional Plus Coverage and instead offered me only $560 toward labor and parts.

What I find most troubling is the inconsistency. If compatibility issues are serious enough to deny replacement, how is replacing only the outdoor unit an appropriate long-term solution? The company has never provided assurance that the proposed repair will eliminate those compatibility issues or that I won't face future claim denials because of the same incompatibility they have already acknowledged.

I also question why repeated repairs were authorized for years on equipment that had already been discontinued while I continued paying my warranty premiums in good faith. Had I been informed earlier that the system was obsolete and that compatibility would become an issue, I could have made informed decisions about replacing the equipment before reaching this point.

As a consumer, I expect transparency, consistency, and a solution that restores my covered system to reliable operation. Instead, I have been left with an obsolete HVAC system, acknowledged compatibility issues, uncertainty about future coverage, and a settlement offer that does not come close to addressing the long-term problem.

My advice to anyone considering 210 Home Warranty is to carefully review every coverage limitation, particularly those related to HVAC systems, compatibility, obsolete equipment, and optional coverage upgrades. Ask detailed questions before purchasing a policy so you understand exactly what will happen if your system contains discontinued components. Based on my experience, I cannot recommend 210 Home Warranty. While the company dispatched technicians and responded to service requests, I was disappointed by the ultimate resolution and the lack of a fair, long-term solution after years of faithfully paying my premiums.