2-10 Home Buyers Warranty Reviews

My current system is a high-efficiency 120,000 BTU, 2-stage, variable-speed, 95% AFUE furnace. However, 2-10 only offered approximately $1,800 as a cash-in-lieu settlement. Based on multiple independent HVAC quotes I received from reputable companies, the actual cost to replace a comparable system ranges from approximately $9,000 to $14,000.

I also purchased the Luxury Package specifically because it advertises up to $5,000 in furnace replacement coverage, so the amount offered was extremely disappointing and does not appear to reflect the real-world replacement cost of a comparable system. In addition, 2-10 provided very little written documentation throughout this process. My claim activity and updates were not properly reflected in the customer portal despite multiple requests, making it difficult to track decisions and communications related to the claim.

Another concern was the explanation provided for the valuation. 2-10 stated the cash offer was based on “national averages,” even though the contract language references contractor replacement costs. They also indicated that approximately $200 of the offer represented labor costs for furnace replacement, which several independent HVAC companies told me was unrealistic. To make matters more frustrating, I have now been without AC for over a month during the Georgia summer, where temperatures and humidity are extremely high. Overall, this experience has been frustrating, confusing, and lacking transparency, especially given the level of coverage I paid for.

When he arrived to install the part, he was unable to because in his opinion one of the pieces he needed to remove was installed incorrectly by the manufacturer and would have to be cut off and redone by a plumber or at this point the unit needs to be replaced. That was a month ago. My husband has been on the phone with 2-10 all day and they will not move forward with anything. We have literally been without a working oven for 6 months, we have paid 2-10 thousands of dollars, and I'm out $200 in service fees. I wish I could give them 0 stars. Their customer service reps will do anything but make things right! Do not use this company!

I was initially assigned multiple in-network HVAC contractors who either failed to respond or failed to move the claim forward. This forced me to temporarily obtain an out-of-network diagnosis to prevent further damage to my home. 2-10 later instructed me to return to the in-network process. An in-network contractor inspected the system, submitted the diagnosis, and the claim was approved with parts/equipment authorized. However, after approval, the contractor stopped responding and the approved work was never completed.

Despite numerous calls, emails, and requests for supervisor assistance, I was eventually informed there may no longer be an available in-network contractor in my area to complete the approved work, and that I may now need to proceed out-of-network again — leaving me responsible for thousands of dollars in additional costs despite fully complying with the process requested by 2-10. As of today (5/20/2026), the claim remains unresolved and reimbursement for my previously submitted diagnostic invoice is still pending.

The total cost of the replacement was $4,813, yet the warranty only reimbursed $699. After paying into the warranty for over 10 years, this was extremely disappointing and nowhere near enough to cover the actual expense of an emergency replacement. While I understand policies and limitations may apply, customers should clearly understand how little coverage may actually be provided in urgent situations where immediate action is required. Based on this experience, I question the value of continuing to pay such high monthly premiums for such limited support when it matters most.

2-10 dispatched the same company, A-1 Appliance on 04/30/26. I called on 04/30 to A-1 Appliance to ask questions. They told me they would not work on the dishwasher because it was hard wired to the power in the wall, and I need to hire someone to disconnect and kill the power in the wall, install a power cord and connect it to an outlet, and pin a loose wire beneath the dishwasher before they come back out. I called 2-10 on 04/30 and told them this information and requested another company because they were refusing to come out and properly diagnose the issue and want me to pay money to modify the setup when it is perfectly fine. They just didn't want to turn the power off at the breaker.

2-10 told me no. They had to be sent out again, and submit in writing they will not begin any repairs until the power has been modified. I pushed back until they agreed to speak with 2-10 and wanted to hear from them they will not work on the device. I had to call back because A-1 was closed for the day. I called another company and paid out of pocket to have the dishwasher diagnosed. It took the guy 10 minutes and identified a short in a wire had burned out the control panel and they both needed to be replaced. They provided me a quote of over $500 to repair the dishwasher, which is more than it is worth. I called 2-10 again on 05/01 and they were unable to reach A-1 Appliance. I had to explain the entire situation again, because the first person did not note anything on my dispatch. I told them I paid for a 3rd party company to diagnose the issue and I need someone to fix it, or buy me out.

I was told they would not consider the diagnosis from the other company because 2-10 did not dispatch them. I called 2-10 again on 05/04 and explain everything again, because there were no notes. The rep made contact with 2-10 and explained I could potentially receive a buy-out of the device due to my experience of paying someone else to diagnose the original problem. I was told they could update my claim to allow me to utilize a 3rd party vendor to repair the device for potential reimbursement, but they need to send someone to inspect and approve the diagnosis before I can repair it. I asked to just buy me out so I can buy a new device. I was told this needed to be approved and escalated to claims. I was told someone would call me back on 05/05 to discuss.

No one called me on 05/05/26 by 3 PM so I called back. I had to explain the entire situation again. The rep couldn't even find my claim, agreement, or any record of my previous calls. I was told someone would call me back who could access my information in 1-2 hours. No one called me back. I called 2-10 again on 05/06 and had someone who could access my agreement and dispatch. They did not have any record of my multiple phone calls and provided me opposite information that I was provided on 05/04. She spoke over me the entire time. She was combative and kept saying 2-10 was not going to buy me out or allow me to speak to someone else.

After multiple attempts I requested her to escalate my phone call to a supervisor of some sort so I can speak to someone who understood an electrician cannot repair a dishwasher because she kept saying, A-1 Appliance will not work on the device until an electrician goes back out and replaces all wires within the dishwasher, which they cannot do. I was told my case was being escalated and I would get a call back on 05/07. She wouldn't provide me her first name, a call reference number or anything. Just initials, R.S. No one called me on 05/07 by 3 PM so I called 2-10 back and the person on the phone couldn't locate my dispatch, agreement, or escalation. He requested someone to call me back within 1-2 hours. No one called me back.

It has now been 14 days since my initial claim submission and nothing has been repaired. My tenant needs a working appliance and I went and purchased a new dishwasher and scheduled delivery and installation. 2-10 called me back on 05/08, the escalation specialist. Was on the phone with him for 45 minutes for him to tell me it was my fault for not calling 2-10 to tell them A-1 would not repair the dishwasher or properly diagnose it. I should have called to request a new company be sent out to repair, all because 2-10 doesn't keep any records of phone calls or notes. I explained I have since purchased a new dishwasher and I want some reimbursement because they have failed to perform their end of the contracted agreement of diagnosing, and repairing my appliance. I was told it would need to be escalated again and someone would call me back on 05/11/26.

I am writing this on 05/13. I have since spoken with three (3) different people in the past two (2) days and they are all escalating me to the claims department, then to the claims management department and consistently on the phone with them for 45 minutes to hour at a time. There are hold times for 2-hours to reach someone. I keep being told, I need an electrician to repair the dishwasher before an appliance company will repair the dishwasher which doesn't make any sense.

I am not asking for 100% reimbursement. I want to be compensated for a portion of my new appliance because they have wasted my time and caused me to spend money I should never had to spend because the company they hired refused to do their job, but it is somehow my fault. Just last night, the rep I spoke with stated, I should have kept the broken dishwasher so they could send someone to confirm it is in fact broken and only needs a control panel so they can be 100% sure. Why? Just so they know, but it wouldn't change the outcome of anything.

When I reopened the claim, the contractor became visibly upset during a follow-up visit while I was home alone with my young son. He stated that the system had “leaks everywhere” and criticized the installation work, despite the fact that both outdoor and indoor units had previously been replaced through 2-10’s own network. He demanded another payment and left after loosely taping part of the system in the attic. When I contacted 2-10 afterward, a representative informed me that the contractor should not have charged me and admitted there had already been multiple complaints about him.

A second HVAC company, Evolution Heating and Cooling, was then assigned. They claimed the issue was simply that the outdoor unit needed chemical cleaning and charged me another fee. Just hours later, I returned home to find gallons of water leaking through my ceiling from the attic unit. I personally vacuumed approximately 4 to 5 gallons of water from the overflow pan to prevent further damage to my home.

While investigating the issue, I also discovered a completely disconnected duct lying on the attic floor with the securing tie cut and tape removed. The second contractor later reattached it and then claimed the system likely had a refrigerant leak, though no actual leak test was performed. After additional delays, I was informed that the evaporator coil needed replacement. However, I was then told the coil is no longer manufactured and that the system uses outdated refrigerant, making proper replacement difficult without replacing both the indoor and outdoor units together.

Despite this, 2-10 offered me approximately $1,200 for a repair involving obsolete equipment that contractors themselves stated could not reasonably be repaired in the manner proposed. When I questioned how the amount was calculated, I was told the labor pricing from their contractor network was “cheap.” I later obtained an independent diagnosis from a licensed HVAC company, Reliable Heating and Air, which confirmed there is an active refrigerant leak and recommended replacing both units due to compatibility concerns, the age of the system and the fact that the leaking may be caused by both indoor and outdoor units.

When I attempted to submit this report to 2-10, I was repeatedly dismissed, interrupted by representatives, and ultimately told there was “nothing more they could do.” I was later informed that because of a “compatibility clause,” they would not assist further, despite years of paying for premium coverage and previously being told major HVAC replacement situations would be covered under my “top of the line” policy.

At this point, I have dealt with:
• 3 HVAC companies
• 5 separate service visits
• Multiple failed repair attempts
• Water damage to my ceilings
• Conflicting diagnoses
• Poor communication
• Contractors improperly charging fees
• A discontinued AC system that cannot realistically be repaired as proposed. After almost a decade as a loyal customer, I expected professionalism, accountability, and a fair resolution. Instead, I have been left with property damage, an unreliable AC system going into summer, and an inadequate payout offer that does not come close to covering the true replacement costs. I am sharing this experience so other homeowners fully understand the challenges I encountered during the claims process.

You heard that correctly, a charge for installation of something that isn't being installed. DO NOT USE THIS COMPANY! It is a joke!! Also, do not expect a call back in 24-48 hours like they promise because it isn't happening. You will have to call them and I hope you enjoy elevator music because you will be on hold on and off for at least an hour. I have contacted my realtor who has promised me they will never use this company again.