2-10 Home Buyers WarrantyConsumerAffairs Accredited Brand
At 2-10 Home Buyers Warranty, we are in the business of keeping promises. We understand that keeping promises makes our customers happy. Just ask the 5.5 million homeowners, thousands of home builders, service contractors and real estate professionals that have worked with us over our 35 years in business. We offer the most comprehensive coverage for your home systems and appliances and offer 24/7 customer service. Long Live Happy Homes!
I purchased my house in August and the warranty that the seller provided and paid for was 2-10. When I would turn the hot water on, I would hear almost like a drip in the walls. I was not sure if it was an actual pipe leaking or if it was just the sound of the pipe expanding in the walls. My first time ever submitting a claim, I did it online thinking it’d be quicker. The person from the plumbing place that 2-10 contracted didn’t come on the day that they were supposed to come. They gave me a window time and I took off from work but they never showed up.
When I called, no one answered so I had someone else take a look at it. The handyman was able to confirm that it was just the sound of the piping expanding in the walls and there was no leak. Then the contractor called me back two days later saying that they set up an appointment for me on XYZ day. They never apologized for not showing up and I told them I didn’t need their service. Other than the plumbing company that they contracted out, I don’t have any issue with the warranty company.
Thank you for the review Brittany! We appreciate hearing that the claims you set up with us went over well. We are sorry you had issues with the contractor assigned to your claim. If you have any further issues with any of our service providers, please let us know right away. We have internal processes in place to handle those sorts of issues. Thank you for your continued support and we will do our best to make your next claim with us even better!
I've had coverage with 2-10 since 2009 and they're doing great. Their customer service is good. Also, submitting a claim is generally easy and everything gets taken care of. Though sometimes the whole process of doing a claim and then having to work with the contractor and 2-10 as well is a little frustrating. Plus when it comes to replacing things, it can be time consuming. I had an issue with a water heater that took almost a week to do, which was a little ridiculous. It was leaking, and they ordered a part for the water heater from a company but then that company was closed on Thursdays and Fridays. So, they had the part but it was stuck in a warehouse for a couple of days. And it was very frustrating that I had no one to get a hold of. A lot of times, I found out that contractors and the repairmen that come don’t like to work with 2-10 because it’s a bureaucratic mess.
Hi there Mason. Thank you for taking time to give us feedback on our experiences with our organization. We are disappointed to hear that you feel waiting a week for repairs is too long. We will do our best moving forward to create a faster turn around time in the future. Thank you again for the review and thank you for choosing 2-10 HBW to support your home warranty needs.
I just bought my house and I’ve had coverage from 2-10 a couple of months ago. I called them because I had an issue with my toilet and they gave me a contractor to fix my toilet. The contractor that they referred to me called me to schedule an appointment to come but they never came. They told me a window which was pretty much all day and I was waiting for them. Then, I called 30 minutes before the end time they said which was 5 pm. They told me they were sorry and they can’t make it because they were coming from too far. So, I scheduled another appointment and they forgot the second time. I called 2-10 back so they could give me another contractor but it was weird that they gave me that person that didn't even show up or didn't do anything that I needed them to do. It was a waste of time. I was dissatisfied with my experience at all but not with 2-10 but with the people I’m working with.
Hi there. Thank you for taking the time to leave a review on your experiences. I am so sorry you had difficulties with this recent contractor. I am going to escalate your review and report your experiences to my staff. Thank you for reaching out and we will be in touch shortly.
On February 11th, 2018, I placed a service request for my leaky dishwasher via the website. I was given (by email) the name of the company that would be calling, stating it would be no more than 48 hours. 48 hours came and went and no one called. Finally I followed up with the number given and he fed me a line about how my number provided was incorrect. I verified what number I had given, and it was indeed correct. He came on February 14th, and ran the dishwasher. He told me the bottom tray was in backwards, and that was causing the leak. So he turned it around. He ran it again and told me it shouldn't leak anymore.
Just as he was leaving, it started to leak all over the floor again. I was able to grab him and get him to come back and look. Now he tells me it is the seals and he will have to order them, but it should be no more than 2-3 days. 3 days go by and I do not hear from him, so I call him. He again tells me that my phone number provided is incorrect and they he tried to contact me. My phone number IS correct and has been from the start! He then says he doesn't have any time spots available until the next week.
The next week comes, and he does not show up to the appointment. Complete no-show and does not call. I call him back and AGAIN tells me that he tried calling me and got a different number. At this point, it's getting comical. My phone number has been the same from the get-go. He tells me that he wants to make sure the seals are correct because they don't "look right." If this was the case, why didn't he ask/verify 2 weeks prior when I called him? It was not adding up. At any rate, I read him my model number on my dishwasher and he said he was at a service call, but he wrote down the number and would call me back. Shocker -- he never called back.
At this point I am extremely irritated. I call him back and he says he did indeed check and they're the correct seals. Asks me if he can come last minute that day. I tell him no because I'm not going to be home. So he says he can't come until the following week -- March 12th (an entire month after his initial service call!!!). March 12th comes and he does not show up. I call him and he says he's running TWO HOURS behind that day. Ok -- why wasn't I informed of this? He finally shows up and slaps the seals on. He doesn't even run the dishwasher to make sure it won't leak. Overall, the whole experience has been ridiculous. Something that should have taken a week tops to resolve has taken over a month. I definitely will not be renewing my warranty. My time was wasted and customer service was terrible.
Greetings Kelly. Thank you for your feedback. This sounded like an incredibly frustrating contractor experience. I am going to escalate your review to my team so that we can report your experience. Thank you for reaching out and we are so sorry for the way this claim played out. We will review this and contact you as soon as possible.
I've been covered by 2-10 Home Buyers Warranty for seven months. They seemed like a good company to go with. Submitting a claim to them was pretty painless. I did it over the phone. It was easy and informative. The whole process took about two weeks. Also, the contractors were fine and quick. It took them 45 minutes to install the new water heater.
The only thing that you just never know about is, we were told when we we’re getting, this that if anything went wrong, it would be covered. That’s true to a certain extent but then we got hit for $400 in parts that went to the hot water heater. The fixtures that connect to it, if there are any code upgrades, are not part of the warranty. We were told when we bought the house that it was an all-inclusive thing but it’s not. But it was nobody’s fault. It wasn’t malicious but that was kind of the surprise of the day.
Hi there William. Thank you for the review. We are very sorry if you were sold the contract under the impression that everything in your home would be covered. We do have restrictions in our coverage. We are happy to hear that despite this lack of communication, you still appreciate our service. Thank you for the continue support and thank you for choosing 2-10 HBW.
When I purchased the property, my realtor gave me 2-10 Home Buyers Warranty and it's coming up to two years now. Submitting a claim is nice and straightforward. It's online and the site is very user-friendly. My fridge developed a leak and the contractors were very good and knowledgeable in making recommendations. Also, when the garbage disposal was leaking, they came to fix that and that was fine. They also came and fixed the central heating when the spot heaters weren't working. It turned out they were just wired wrong. And then we had a claim on the fridge which was old and wasn’t replaceable so they sent a check for me to buy a new one.
Unfortunately, when I raw sewage coming back up my pipe, they assigned me a plumber that would take 10 days for their nearest appointment. And when I asked to have it expedited they basically said that I had to find my own plumber and pay out of pocket, and then they would look at refunding me. So when I said I can’t afford that which is why I have the insurance, the plumber that they provided me was a jack-of-all-trades. They gave the wrong diagnosis and I still ended up paying out of pocket for another plumber.
The treatment that the original plumber had diagnosed was incorrect and so, it was not covered by their policy and therefore I was on my own. It was called jet washing. So, when I called a plumber to come and have a look and do it, they said it just needs snaking which is what is covered by the policy. The plumbing was the bad experience out of all the good ones. Quality wise, for the most part, it's always been valued for money and I would recommend them. They're affordable, reliable and gets the job done when it's needed.
Hi there Karl. We appreciate your review and your continued business despite the issues you face with one of our plumbers. We hope you were able to report your experiences with our staff as we take any issues with our service providers very seriously. If not, please feel free to give us a call and give us feedback directly on your claim with that particular plumbing company. Thank you for sticking with us and we will do our best to make sure your next claim is smooth and efficient.
- 1,047,660 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
2-10 Home Buyers Warranty covers a great deal of issues and a little bit of troubleshooting. The issues that we had to file with them were usually outside the home but it was okay. The reps are very friendly, helpful and understanding. They try to fill me in making sure they give the five W’s and from there they get to work. 2-10 has a good service and they’re a good thing to have around.
Thank you for the review David! We are thrilled to hear that you are satisfied with our services. Thank you for taking the time to offer feedback on our organization and thank you for choosing 2-10 HBW.
We have had this warranty now for 3 years. We have made two claims, both of which have been a nightmare! Our most recent was yesterday, when our water heater started leaking and flooded my laundry room. We immediately filed our claim. We are now told that it will likely be 5 days before this issue will be repaired. 5 whole days with no shower, no cleaning dishes, no laundry.
The repair company has stated that they will be out sometime today to look at the water heater, and then 2-10 will need to order the water heater, then he will return to fix it. 2-10 rep agreed, because the dept that would order the water heater isn’t open on weekends. Guess you're only allowed an emergency during regular business hours!! I’m sure they are hoping we will just go ahead and replace it ourselves, and they just get to continue to pocket our premium. They are a scam people, get a warranty with someone else! Took 2 weeks to get our A/C repaired, and it was over 100 degrees in AZ.
Greetings Vicki. We are sorry that you are unsatisfied with our services. Unfortunately we cannot always guarantee a quick turn around time with our claims. Times vary depending on contractor's availability, the seriousness of the repair, shipment times, part availabilities, and yes time of the week. We do have staff present on Saturdays but we are off duty most Sundays. However, we will escalate this review for you and see if we can expedite a solution. Thank you for the feedback.
I recently took over my home warranty for a new build. The builder had 2-10 so I maintained them. My dishwasher would not run so I placed an online service request. They issued it to a company in San Antonio when I live in Corpus Christi. I called them the next day then they assigned it to Sears in Corpus Christi. The only problem no one told Sears. I called them again. They said they had to do an internet search for a dishwasher repair. It would take 24 to 48 hours. By Friday afternoon they reassigned it to Sears. I have yet to be called. A week still no one has looked at the dishwasher nor has 2-10 called me. Corpus Christi is a large city. I have counted 48 appliance repair companies. If none of them work with 2-10 only tells you how bad they are. Do not use them. Run from them. Why pay them when they will tell you to pay out of pocket anyway.
Hi Michael. Thank you for the feedback on your recent claim experience. I am concerned to hear your lack of follow up and issues with Sears. I can also understand your frustration with us not providing a closer contractor to service you unit. I will send this into my team and see if we can expedite a solution for you. Thank you and we will be in touch shortly.
In February I made an emergency service request call because my HVAC stop producing heat during a time with record low temperatures. Total Air Solutions, LLC. diagnosed the evaporator coil was leaking due to corrosion and needed to be replace along with changing of the refrigerant. I spent $4500.00 to replace my unit. I requested that my 2-10 Home Warranty reimburse me for the amount that I paid to have the unit replaced during this time of hardship. 2-10 rejected that claim. I submitted a service request form to 2-10 showing the diagnostic amount it was going to cost me to have the issue fixed, with hopes of getting reimbursed for that amount at least, but 2-10 rejected it as well. I paid extra for the HVAC certification and because I was without heat, I did not first do a service request and as a result, nothing was covered.
Greetings Sean. Unfortunately, we do not allow for reimbursements without calling in to pre-authorize the repairs. That is the rules however we have escalated this already via your feedback on Facebook and we will see if we can find you a more favorable outcome. Thank you for your feedback.
We’ve had 2-10 for several years now but they don’t cover half the things we've had go wrong. We've had an issue with the water. It started malfunctioning, but it wasn’t covered. We had to replace it. We've had some luck with the claims that we submit but at least half the time they’ve not been covered so we had to find somebody else to do the job and arrange the repairs on our own. The last time we had work done here, the plumber came out and fixed the toilet. It was spontaneously splashing and he requested the part and it worked for a short period of time, and then started doing the same thing all over again. It's been too recently and I'm gonna have to call him back and ask him to try and fix it.
Thank you for the review Frank. I am going to escalate your claim for you to see if we can resolve this for you. Thank you for the feedback and we will be in touch shortly.
The house seller purchased the coverage from 2-10 Home Buyers Warranty for me for the first year and it has been eight months now that I've had it. I submitted a claim over the phone for my water heater and the claims reps were fine. But I didn’t know that the waiting time would be so long. Once the guy got out there, though, he was very knowledgeable. He made me feel comfortable with his service and he let me know everything that was going on and that he was going to do in the home for the service. He did a good job and I was happy at the end. He fixed the problem and I've still got hot water till this day. It was a good experience and I would recommend 2-10 Home Buyers Warranty.
Thank you for the review Doreen. I am delighted to hear that you enjoy your warranty with us. Thank you for the support and for being willing to recommend us to your community.
My experience with 2-10 has been good and I've recommended them. I've submitted a couple of claims and the process had been easy. I did it online and the process had been simple. Some of the contractors they've sent had been great, but the first one they sent to work on my AC was awful. The second was great. But apparently, he got into 2-10 and they had an issue. So, 2-10 had switched from him to another contractor. The parts have been ordered and he has them. He's supposed to be here on Friday but it rained. It also rained today, so he's scheduled for Wednesday. The warranty came when I bought the house but I haven't renewed the contract because of the poorly handled AC claim which has been open since March. I paid out of pocket several times, which they were well aware of. Also, I don't like the price hike. The renewal is $756 instead of $525. It went up to essentially 40% in a year.
Hi there James. Thank you for the review on your experience with these recent claims. I am so sorry to hear you had issues with one of your contractors. I am relieved to hear that it all worked out in the end though. I hope that you stick with us despite the increase in costs.
This is my first house and in six months, I've had three claims with 2-10 Home Buyers Warranty. My experience has been very good and everyone was quick to come out. At that time, I went to Google and researched for the best ones that would give me the most coverage for the amount that they would give me for the first year and 2-10 had the most coverage for the money.
2-10 reps said I can submit claims online but I wanted to talk with someone. I called to let them know what was going on and then they assigned me to a vendor and sent me an email with their information. Usually, if I don’t hear from them within 24 hours, I give them a call and it's a direct number to the vendor but normally, it's pretty quick. So far, there was one service contractor that I had a bad time with. They came out a couple of times for my AC and the last time, they didn't take the payment. Then they said they wanted it. So, I told them that I'd just call through 2-10 to make sure. Then they threatened to call the cops to my address but I still took it over to 2-10 and they fixed it. However, the vendor had threatened to void my contract with 2-10 so I'd make sure not to use that particular company if I have any more problems. Overall, 2-10 has good service for what you pay for.
Thank you for the review Chad. We are happy to hear that you found us by googling the best coverage for the cost and we were the top choice. We appreciate hearing that other than one contractor experience that you have enjoyed our services. We will do our best to make sure that no other arise with this company moving forward. Thank you again for your feedback and support.
I've had my 2-10 home warranty since May 2017. I've submitted my claims online. I usually get an email from 2-10 telling me that the claim has been submitted and it has been sent on. The claims reps have been friendly and they have tried to resolve the problem. I've had one claim that went through the whole process and I've canceled a couple of claims.
But hearing back from the contractors has not been smooth. The first time I made a claim, I ended up cancelling the claim because the issue fixed itself. The contractor never contacted me but showed up at the house, and I told him that we had canceled the claim. Then, the other time, our hot water heater had gone out and it seemed like forever before the contractor came out. The first time that the techs came, they brought the wrong unit to the house. Then it was another week to get the appropriate one, so we were without hot water for a long time. We ended up doing the buyout to do the repair ourselves and to get it done quicker and easier.
Hi there Candace. We are so sorry you had issues with communication with our contractors and for some of the delays you incurred with these claims. If you ever have any other issues with service providers or with delays, please let us know right away. We will do our best to make sure you do not suffer through those issues again. Thank you for the feedback and we hope to do better by you next time.
2-10 Home Buyers Warranty was recommended to us. I had a gasket leak in my house and it was covered by 2-10. They gave us the plumber who they recommended for us to have but they didn't do anything. They didn’t even give me a quote on how much it was going to cost. They came back and did the observations and were knocking on my door for the money that I did owe for them coming out but they never gave me an actual detailed quote. My stuff is still messed up and this was a month ago. I haven't heard from anyone since then.
Hi there Deonte. I am concerned to hear that you still have not heard back from our staff on this claim. I would also like to look into your contractor's work done on your unit and see if we can provide any additional details about your plumbing diagnosis. This review will be escalated and someone will contact you shortly. Thank you for the comment and we will work on finding you resolution for this claim.
I've had 2-10 for over 2 years now and only had to use it twice. Once for a dishwasher, which I opt-in to the 100$ credit for a new one and for a replacement water heater. For the water heater, it took three days before I was followed up with, still waiting for the contractor to contact me. We eventually got in contact about 1 week later. Turned out his work hours were the opposite of my late work shift but the silly error which I never understood is that somehow 2-10 gave him the phone number for a law firm which still baffled me. Once we manage to get an appointment scheduled, it was apparent I needed a replacement. Follow up, the contractor and 2-10 couldn't keep the simplest communication. I had to call each one individually to ask why it was taking almost a week to get my new water heater in. Eventually I found out they simply never talked and 2-10 never order the water heater to begin with. It wasn't until I called that they actually ordered it.
Once that was done dealt with the day of the scheduled appointment, I set my appointment for 8 am, waking up several hours early for my later shift at work, only for them to arrive almost 3 hours late around 11 am. At this point I had to simply trust them to do the work correctly because my wife works from home and couldn't oversee them and I had to go to work eventually. After getting the call that it was done and got home, I found out they had to cut a large section of my carpet around the water heater out to make room for it. This wasn't necessarily upsetting, I understand the need for modification, but the carpet was never fixed in any way, it was just left there cut and unfinished.
I ended up calling 2-10 to ask them to please have the job finished properly but was told it was not in my coverage. I was never told that my carpet had to be cut and ruin and it wasn't going to be fixed for this job and I was furious. I've dealt with other insurance companies to fix broken appliances, pipes, etc. They have done a full job and made it look like new, but this left like a slap in the face. I'm not renewing my policy because I do not trust the people they send out in my house or to do a job right.
Greetings Brandon. Thank you for reaching out to us and letting us know about your experiences. We are very sorry for the stress this claim caused you and your family. I can understand your frustration with our organization after the contractor extracted part of your carpet. I have escalated this review for you to see if there was anything we could do to help you. Thank you for the feedback.
I’ve had 2-10 for four months now and I've only submitted one claim. I tried to do it online but it didn’t work. I called 2-10 and submitted the claim that way. Their rep set up the appointment for us and the contractor came out. The problem was simple so he was only here for a couple of minutes. He explained how the system works and it ended up not broken. My 2-10 experience was bad the fact that it calls for a $100 if I call them out. The guy said if I call his company, it would be $75 for him to come out.
Hi there Hugh. We are disappointed to hear that you are not satisfied with the service fee. We can understand how it can be irritating to pay flat rate of $100 even for small fixes. We will submit your feedback and see if there is anyway to make adjustments to this rule in the future. In the meantime, we appreciate your feedback and we will do our best to and we hope you stick with us despite the service fee disagreement.
We knew about 2-10 through our realtor and we’ve had the coverage for about two and a half years now. We submitted our most recent claim online and it was quick and easy. Also, my husband was extremely pleased with the contractor 2-10 sent. He knew exactly what was wrong, said it was a simple, easy thing to fix, and he took care of it immediately. We feel very confident in 2-10 and we really show that we belong to a good company. We recommended them to a lot of people.
Thank you for the confidence in our organization Denise. We are so glad to hear that you have had an enjoyable experience with our company. Thank you for the review and thank you for your continued business.
After submitting service request for a water heater with a foul smell, it was three days before a contractor showed up to inspect the unit. He determined that there was a gas leak and that the entire unit would be require replacement. To their credit, 2-10 called that same day and told me that they had given approval to the contractor to purchase a new unit. That turned out to not actually be true.
The next day (day 5) I called the contractor and asked if they could get the unit replaced that day since it was Friday. They had not received any notification from 2-10 regarding approval. So, I called 2-10 and was told that they were sending the approval now. My contractor never received the approval so I called 2-10 (memorizing the menu options) again and this time I was told that the purchase was actually not approved but that the claim was now in research because of the cost of the water heater quoted by the contractor. The following Monday (day 7) I was again told that it was under research. Day 8, I called again and was told that research could take 3 to 5 days from yesterday (day 7). How long should I wait without hot water for my wife and two small kids (3 and 5) before buy a new one on my own?
My complaint is that I'm positive 2-10 buys water heaters on a regular basis. So, when a contractor quotes a price that they feel is too high, why would it take 3 to 5 days to determine if that is acceptable to 2-10? Either they will pay it or not, if not then move on to another contractor. The case has still not resolved and I can't get an answer whether or not 2-10 will make a decision within 3 to 5 days or longer. If they decide not to pay the quoted price after 5 days, then we move on to another contractor? I feel like I'm getting scammed because I'm told something different each time I call and I can't get a solid answer. I have no issues with the phone support staff, they tried to help and honestly couldn't answer my question, why does it take 3 to 5 days to decide if a quoted price is too high.
Greetings Joseph. Thank you for the feedback on your experience. I am very sorry for the amount of time this has taken. I am not sure why you waited 7 days just for the part to be researched from 3-5 business days but I would like to investigate if we can expedite a solution for you. I will note that it takes 3-5 business days to investigate a part because we average a million calls a year, 800,000 claims annually and we unfortunately have a high volume of claims to sift through. We are working to lower that part research time and we will try to fix our claim turn around time to be more efficient in the future. In any case, I will escalate this review for you and see if we can turn this around for you. Thank you!
2-10 Home Buyers Warranty was part of my own home purchase when I got it. We're first time home buyers and we were told if we have any issues or anything about the house, we can call the warranty. We’ve had the coverage for seven months now. We had a leak in the basement and I called in to see if they can send somebody out but no one responded back. It was a weekend so I had to make sure because we didn't have water for a day and I have a baby in the house. I had to figure out some other options to fix my busted pipes so I got somebody else and they came in and did it. When I called in the claim, I was instructed to expect a callback from one of the plumbing company. But no one ever did 'till Monday which at that time, the repair has been done. The only reason why I would call them are for emergencies so they should get better with responding as to what's going on.
Hi there Collins. Thank you for the review. Unfortunately we have limited hours on Saturday and are unavailable on Sundays for repairs. We apologize for the inconvenience and we wish we could have been a better help to you. If you experience any other issues on a weekend and would like faster service, please try requesting that you use an out of network contractor for the repairs, That way we can reimburse you for the work done. Thank you and we hope to make this easier on you next time.
Our issue started about 3 weeks ago when our furnace stopped working. Living in NC right now it's pretty cold about 34 or lower at night - and we have children in the house so I immediately put in a claim at 2-10 Home Warranty. With the claim being entered on a weekend I knew I wouldn't hear from anyone until at least Monday but this is where the problem begins. I assumed when we initially purchased the highest tier warranty that we would get exceptional service. Well this was not the case at all. I never heard from anyone so I made my 1st of many many calls to the warranty company to inquire and they stated they would send it to a technician who would then call me. Finally heard from the technician and we set up a time for the company to come review the issue. (Mind you this furnace had been fixed multiple times previously by 2-10 Home Warranty who basically put a band aid on the issue).
They suggested with his findings that the system was non repairable and he would submit the claim for a replacement as well as suggest the AC be replaced by 2-10. A representative by the name of Jeana called me on 2/20/18 and stated that 2-10 Warranty is authorizing a replacement for the furnace only and not the AC since the furnace we had was not repairable but we would have to accept the charges of $1,639 and these were charges not covered under the warranty for the modifications and the break down would be $600.00 for ductwork modifications, $89.00 for a carbon monoxide detector, $350.00 for gas line modification and $350.00 for flue pipe codification. After further discussion with 2-10 Warranty I asked if the suggestion from the tech was to replace both why only one was approved and the AC wasn't and she said it wasn't her dept so she couldn't tell me or find out for that matter.
At that point we agreed to those charges to have the furnace for heat replaced and reiterated we do have children in the home and we need heat ASAP. They agreed a rush would be put on this and I would receive a call the next week. (We never received another call from 2-10 Warranty). On Friday I finally called them and ask what was the hold up and the rep stated the parts were there for the technician to pick up. I stopped her and said, "What parts? We were supposed to get a replacement." and rudely she said "WE OVERRODE THAT BECAUSE IT'S MORE COST EFFECTIVE TO OUR COMPANY". I said, "No one called us to let us know any of this and why would you override something the tech recommended." She again rudely said "We can do what we like if we don't like the decision from the tech it can be overridden." I ask to speak to her manager and she said she was the manager.
At this point I let it go and said, "All we need is heat. Please just fix it because we have children in the home." That night when I made it home my husband inquired and reached out to 2-10 yet again because we did not understand why a broken furnace that could not be fixed was not being replaced. He spoke to someone name Mariya and explained the issue we were having yet again (Confused why this wasn't notated from all the previous calls we made) she (Mariya) agreed to escalate the issue to a manager and have them call us back at noon the following day. We did this and had 1 specific manager to speak to and they agreed to be the point person through the remainder of the ticket.
We agreed to move forward with the repair because our children needed heat in the house. So the technician came out last Friday 3/2/18 and spent 4 hrs trying to replace the parts 2-10 ordered for him with no success so he called 2-10 and stated the unit needed to be replaced. So yet again we are without heat that now our children have to suffer through because 2-10 did not take his first suggestion because (IT WAS MORE COST EFFECTIVE FOR 2-10 Home Warranty -not the customer). Now we are going into the 3rd week with no heat and no resolution. I called again today to try and get the manager but was told she was out and I spent yet another hr on the phone wasting my breath only for a rep to call me back and ask what the issue was.
Once I explained the issue we had been dealing with she continued to try and blame the technician stating he never called it in which was a lie because each time he called them we were standing right there and he had it on speaker so I know this was a fib. So before she could go any further I ask her if it was ok if I called the technician who they recommended and we had a 3 way call and he yet again explained the issue and the CSR said (Well I don't know why you were transferred here and homeowner why do you keep calling in to complain). I started explaining the issue and she kept trying to talk over me so I ask her to let me the homeowner talk because at this point we are fed up with this company trying to pass blame when all we need is a resolution. We just need the system replaced per the tech's 2nd recommendation.
She ask the tech at one point when he ordered the parts did he pick them up and his reply was confusion because he stated he doesn't order parts but your company does then calls him to pick them up and replace them. So she finally sent both myself and the technician to purchasing and had us on hold 22 minutes before a rep picked up and he ask how he could help (shouldn't the previous CSR have explained this to him?) So I let him know I have explained this multiple times with many many customer service reps and at that time he stated (Let me review the notes). He put us on another 15 min hold and then came back and spoke to the tech asking him a series of questions in which point he put us on another hold... 15 mins again.
He said he would submit the claim for replacement since the 2nd repair did not work but it could take 7-10 business days for them to order the replacement furnace and another possible 3 weeks to have it installed. Obviously I was not happy about that because we have already waited almost 3 weeks and you want us to wait another 2 weeks for the item to be ordered and then it could take another 3 weeks to come in and then at that time the tech could pick it up and repair it? I ask him if he could speak to his manager and get this expedited and he said flat out (NO, this is our process). I said, "Certainly you can understand with children in the house heat is imperative," but of course not one person cared about us being cold in our home. They were only worried about the cost effectiveness of their company and not the well being of a family.
I finally ask to speak to his manager and he said what was it in regards to and my response was we need this expedited immediately. Again, he put us on hold while I waited on a manager to come to the phone (another 15 minute wait). The rep came back and said they could have an answer in 3 days but it would probably still take 3 weeks for it to come in.
I am not satisfied for the way we have been treated by 2-10 Home Warranty and no one we talk to seems to care and continue to pass us on from one person to the next and authorizing replacements and then taking it back just to have to reauthorize a replacement. For the amount of money we pay yearly as well as the 75.00 charge each time a tech comes out we expected more from this company. We don't mind paying for exceptional service but the service is certainly not up to the standards that the company portrays. Not sure what's happening there but now we wait for another 3-6 weeks for a possible replacement or management to actually step in and get this resolved.
Greetings Roy. Thank you for the very thorough review of your experiences. I want to first apologize on behalf of my entire team for some of the issues you had throughout this claim. From the lack of communication, to the unsympathetic reactions from our team, to the unnecessary repair work, to the delays you are suffering, thank you for your continued cooperation throughout this entire process. I have escalated your issue to our escalations department and our management team. I will do whatever I can to try and expedite a replacement for you. If there is something we can do to turn this around, we will do our best to make that happen. Thank you again for your patience throughout this process and someone will contact you soon to discuss this claim further.
I'm a real estate agent and I deal with 2-10 all the time. I got coverage from them because they came into our office and they were always available. I’m going on my second year with them, but I've sold their services around 10 times. Submitting a claim with them is easy and there's a couple of different ways customers could do it. We can do it through a phone call if it's normal business hours. If not, they have after-hours emergency services. We can also submit a claim online, but I like calling in. I've made a couple of claims in the last two years and my experience with their reps has been perfectly fine. And I’ve had good experience with the contractors, too. Sometimes, however, I wish the turnaround time was a little faster -- when they have to order a part, it's two weeks later before it comes in. But, that’s difficult depending on what part they're ordering. And obviously, I would recommend 2-10. I sell their services.
Thank you for your review Brett. We appreciate our agents that not only sell our services, but also utilize them in their own homes. We also appreciate your critique of our turn around time and will do our best to make all of our claims faster in the future. Thank you for taking the time to leave a review and we cannot thank you enough for your support!
Save your money. Had the dishwasher leak, and it caused like 8k of damage. 2-10 sent out a repair person that I had to pay not them. Dishwasher is still not fixed, still leaking. Went and bought a new one, and they still will not give me the appliance rebate. To make a long story short, they did nothing, and I still paid monthly. I cancelled my account. Time to find someone that actually does something besides take your money
Greetings Jayson. Thank you for the feedback. We are sorry to hear that this particular claim left you disappointed in our services. Unfortunately, consequential damage done by a unit breaking down is not covered per your service agreement. If you bought a new dishwasher without prior approval, that is also not authorized for reimbursement per your service agreement. We are sorry to see you go but we wish you the best of luck in the future.
It has been one problem after another with this company. We had plumbing problems. They sent a plumber out who misdiagnosed the problem. He was sure to misdiagnose as something the company doesn't cover. They agreed to send another plumber out, however, they had no other plumbers in my area. They suggested I call and get my own plumber to come out. No one wanted to deal with these people!!!
Called about another problem. Repair person said there was not a problem. Called yet again about an electrical problem. They've denied covering the repair due to it being "pre exsisting". When you purchase a home, every problem within the home is pre exsisting!!! They assured me the $100 I had to pay would be reimbursed and that I would receive it within 10 business days. THREE WEEKS later I have yet to receive it so I called. These morons paid the electrician an additional $100 instead of reimbursing me. Save your money and pay for your home repairs out of pocket. They will not cover ANYTHING!!!
Greetings Laura. We received your feedback on Yelp as well and are concerned to hear about your experiences. We would be happy to reexamine this claim and see if there is anything we can do about fixing the reimbursement mishap. We want to note that there are distinct standards we have outlined in our service agreement that makes something preexisting. If you are having trouble understanding what makes an issue preexisting, we would appreciate the opportunity to have a call and walk you through our standards. Thank you.
I had coverage with 2-10 for 10 years on my first contract. I had three contracts with them since their pricing was good and the two experiences I had with them were good as well. For my property, I called 2-10 to submit a claim. And while I was on hold, they said that I could also submit a claim online, but I always want to talk to somebody. They were usually good and they told me someone would be assigned and that the contractor would be in touch with me within 24 hours. We also got an email that said the claim went in and an email that somebody was assigned and had 24 hours to get back to me.
Out of all the claims I’ve put in over the years, I've had to call twice. There was one company that I didn’t like and was like a jack-of-all-trades. They couldn’t come out for a couple of days and it was when the main line into the townhouse was blocked and there was only one bathroom. If we have two bathrooms, it’s not a high priority. But we only have only one bathroom, so it was a high priority.
I also had a problem with the air conditioning unit, and they came. They were going to charge me $200 to get rid of Freon but if I upped my contract, it would be covered. So, I did that. When I bought a second property, I added that property to 2-10 under a new contract. With this recent interaction, there were multiple visits. The air conditioner was not working right and 2-10 sent the first air conditioning company. They did something and said that they needed two parts, one for the unit upstairs and another for the unit downstairs. 2-10 had to review it whether to approve it or not and then they said they ordered the part, and then at the last minute, they decided the part wasn’t needed. They sent a picture to the vendor and the vendor said he could repair the line instead of replacing the part.
In the meantime, I had people on this property that didn’t have air conditioning. And then, 2-10 had to order the part and I understood that because they can’t keep every part in stock. But that was not a high priority for 2-10 and they needed to schedule to come back again. So, the people on this property were without air conditioning in 85-degree weather for two weeks. I called 2-10 and told them that this needed to stepped up a bit. When those people rented, I told them that I had a warranty. So, whatever breaks, they just call the warranty company any time. However, the turnaround was too long. So now, I’m trying another company and I canceled 2-10.
The air conditioner in the last property had also been serviced probably five times. When I called the last time, I told them that it needed to be fixed. The renter that was in there didn’t tell me there was still a problem with the AC unit. So I told him that if there was a problem, he needed to tell me because I won’t have to pay if the repairman doesn’t repair it correctly. And if he waits too long and it was not working right and they never fixed it, then I have to pay again. The girl from 2-10 that I spoke to on the phone said I won't be charged the $100 co-pay ‘cause it was a recall even though it was a bit over 30 days. However, a guy from the contractor company called me a couple of days after the repairman was there and said that I owed them $100. I told him it was not supposed to be, but he went to say that it was over 30 days so I needed to give them my credit card number. I gave it as I was not going to fight with the guy.
I still have one more contract that’s active, but it’s only because I’m in the middle of a refrigerator repair that is on its third visit. The first guy who came for the refrigerator didn’t have a company truck. He had his own vehicle. We have a gated community and the security guard was on duty, and he stopped the guy and asked him where he was going. The guy showed the guard my gate code and access code and said that he was going here. The guard asked why he didn’t put in the code. The guy said he tried but it didn't work and so he tailgated somebody in. And then, the security guard said he had to go back out and the guy started saying he was getting harassed.
I told 2-10 about the incident with the refrigerator guy, and they didn’t care. When the company itself called me to schedule the appointment, I told them that they couldn't have the same guy come back on the property since the security guard said he was not allowed on the property anymore. Another guy came and he was waiting for parts and was going to come on a Saturday. However, it just so happened that the renter had company coming and the guy gave her a five-hour range from 12:00 to 5:00. She called 2-10 to reschedule from 1:00 to 5:00, but the girl she spoke to gave her an attitude. The guy showed up at 7:00. He called her and said that he was running late and would be there for a bit. She waited six hours for him to come.
Years ago, the contractors that 2-10 sent were much better than it is now. I canceled two of the three contracts, and it was because the vendors are not as good as they used to be. There appears to have been a change in the vendors that are contracted. There is an air conditioning company that I use to service my air conditioner twice a year but they’re not with 2-10 because according to them, 2-10 plays too many games. At this point, I've canceled all my contracts except for one. Once the refrigerator gets fixed, they’re gone. I just didn’t terminate it yet since it’s in mid-process and hopefully, they’ll get it right this time. I already put the three properties under a new company.
Greetings Alieen. Thank you for the feedback on your experience. We are very sorry for the issues that have come about during these recent claims. We appreciate you letting us know about the issues with our contractors and we are sorry to hear that we lost your business. If there is anyway to redeem this last claim, we will do our best to do so. Thank you again for reaching out and we will have escalations revisit your claim.
My realtor gifted me with a year’s subscription to 2-10 Home Buyers Warranty when I bought the house and I have continued to use them ever since. I do most of my stuff online so I find that at whatever time, I can submit a claim. It works for me and this way, there’s nothing lost in translation. Also, whenever I have to use them, I find that the response is quick which is usually on the same day or at the most, the following day. I haven’t used them that much but sometimes it takes a little longer to get the actual repair person. It’s not horrible though.
Two or three years ago, my HVAC system went out and we were trying to figure out whether it was the HVAC system itself or an electrical problem that I was having. That took a little while but it worked out better that way. We found what the problem was and they corrected it within a week. I’ve had no issues with the repair people and they have been fair. I would recommend 2-10 to a friend. It's cost-effective and valuable and I like the idea that I’m getting a reliable service.
Thank you for the lovely review Bianca. We are delighted to hear that you find our online system to be efficient and effective. We also appreciate hearing that you find our services so great that you would recommend us to a friend. Thank you for the continued support and loyalty. We appreciate your contribution to our organization.
I have been with 2-10 Home Buyers Warranty for 10 years but I’ve had a couple of problems and I’m not very happy with the last experience. They don’t have the knowledgeable people to service my heating system. We have an odd heating system. It's a water boiler and then a furnace. And last time, they said that I would have to get my own contractor so I called the people who put the system in but then 2-10 didn’t pay the bill. They said they didn’t approve it first, which is crap because they told me I had to get my own contractor. This year, they couldn’t even get a person to come fix our system. Although I had one thing fixed by them this year, it was ridiculous to go 10 days waiting for a part because they ordered it instead of the contractor. I even had to call 10 times. We were without heat for 10 days. 2-10 is not very good and I may not be renewing next year.
Hi there Stuart. We are disappointed to hear that we will lose your business after 10 years of loyalty. Unfortunately, we cannot always get claims completed quickly depending on the contractor's availability, the homeowner's schedule, shipping time for ordering a part and the overall scope of the work that must be done to the unit. We try out best to fix these issues as fast as possible but sometimes it is not as ideal for the homeowner. Thank you for your feedback and we wish you the best on your future home warranty endeavors.
I have had this warranty since May for my new home. My garbage disposal is broken. The exact model can be purchased and any major retailer (Home Depot, Lowe's) for $69. I call to get it replaced and am told that it will cost me $100 for a service person to come out to verify that's it broken. It's not brain surgery. IT IS BROKEN! They will try to repair it (an inexpensive garbage disposal?) or come back another day to replace it. I asked if they can bring the same model out when they verify that my broken garbage disposal is really broken!? And do it in one day. NO. Let's use some common sense here. I can go and buy the model and install it myself for $69. Instead let's charge me more and make me wait for a few visits from a repairman. What? I have contacted my realtor company not to recommend this company. It is a loss of $435 for me. Service agreement number **.
Greetings Jane. Thank you for the feedback. This has been sent to an escalations team. They are reviewing your comments and will be contacting you again tomorrow.
I think it's a very smart move to have a warranty if you're first buying a property. When we bought our house, we asked for a warranty. We got 2-10 Home Buyers Warranty and we've been with them for ten months. I've talked to the 2-10 people before. They called and they were fine. We submitted a claim and we were contacted the next day either to set up an appointment or when they could be here. The plumbers were sub-contracted but they did a good job. The HVAC guy was good too. We got a new garbage disposal and everything was painless.
Thank you for the review Benjamin! We are delighted to hear that you find our services valuable. We hope to continue you providing you with quality service for years to come. Thanks again!
My 2-10 Home Buyers Warranty was bought during the procedure of the purchase of the home, and I've been covered since the end of July. The only thing I wasn’t aware of was that there was a charge for them to come over and check if there was a problem. I tried to submit a claim online for the heating system and that was when they told me about that. I have to make an appointment for them to check the air conditioner and I haven't done that yet as I'm in New Jersey. The heating wasn’t really needed anymore as well. But I have to make time to either call them or go online and make the appointment.
Thank you for the review Roberto. I am so sorry that you were unaware of the stipulations of our service fees. We appreciate you being understanding and cooperative despite this new development. Thank you for your loyalty and thank you for choosing 2-10 HBW.