Despite the urgent nature of the situation, I was unable to receive timely assistance and was left waiting for over a week. Because the issue required immediate attention, I located a company on my own to address the problem. I was informed that the company that completed the work would need to contact the warranty company directly in order to process the claim and reimbursement. Prior to that I was advised that I would be eligible for up to $2,000 in reimbursement if I completed a form and submitted paid in full receipts and work order information; however, I have received no meaningful update or resolution regarding that claim.

I paid approximately $700 for this warranty coverage with the expectation that the company would provide assistance when major home systems failed. Instead, I have spent significant time trying to obtain help, with little to no support when urgent issues arose. Based on my experience, I cannot recommend this company. I am requesting that my unresolved claims be addressed immediately and that my policy be canceled due to the company's failure to provide the level of service promised.

After calling the service provider multiple times asking for an ETA the scheduler told me that 2-10 was responsible for buying the part, not them, when I was told originally by 2-10 that the service provider would order and then call me for an install. 8 weeks later, no call, and I have to call 2-10. I get hung up on, even though I'm being extremely calm, and have to call back. After speaking with another claims manager, no parts had been ordered. He told me that they would order the parts now, and they would have a supervisor call me to speak to me about charges, which now are $600 extra, for what should cost me $0. So, here we are in June, my initial call was in April, and we still have window units that barely cool the home, and no central AC.

We just called 2-10, again, and there are no parts on order. 10 weeks, no AC in 90 degree plus weather. The claims manager assured me that the parts are now on order, but it'll be at least 2 more weeks before the parts come in. That's 3 MONTHS WITH NO AC!!!! And they knew about it and lied to me multiple times. Just another company with extremely poor communication, lying, and no internal system to back them up. I'll place another review if the supervisor that is supposed to call me Monday, actually calls me, and another of our AC is working in 2 weeks.

Now I am dealing with a second claim involving my refrigerator and freezer, which stopped cooling. This is not a minor inconvenience. A refrigerator and freezer are essential household appliances, and when they stop working, food is lost, routines are disrupted, and the household is placed under unnecessary stress. This second claim has now been open for 35 days, and I am still not sure whether the needed parts have even been ordered. Once again, I am left waiting, following up, and wondering whether anything is actually moving forward.

A home warranty is supposed to provide peace of mind. My experience with 2-10 Home Warranty has done the opposite. Instead of timely service, clear communication, and dependable follow-through, I have experienced delay, uncertainty, and what appears to be a lack of accountability. One delayed claim might be a mistake. Two claims handled this way feels like a pattern.

Based on my experience, I cannot recommend 2-10 Home Warranty. Customers pay for protection and should be able to count on basic communication, timely repairs, and honest updates. Waiting four months for a stove igniter and now 35 days for a refrigerator/freezer repair is unacceptable. I urge 2-10 Home Warranty to review these claims, improve communication, confirm whether parts have actually been ordered, and take responsibility for resolving appliance claims in a reasonable amount of time.

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.