2-10 Home Buyers Warranty Reviews

When we contacted the accounting department again to follow up on the third refund, we spoke to a dry and frankly sarcastic gentleman who said he couldn't speak to what we had been told previously but would look into it. Finally, we spoke with Connie. At first, she seemed unsure, but she turned out to be the only person capable of resolving the issue. Despite her modesty, she was the most efficient and helpful representative we dealt with. She provided a screenshot showing the refund had been processed and explained on another call that day- the third refund couldn’t be returned to the card—it had been mailed by check to the address on file.

In closing, the accounting department needs serious customer service and skills improvement. I'm giving 2 stars for the overall experience due to the lack of effort and competence from most reps. Connie, however, deserves 5 stars—her help was stellar, and she’s the only reason we were able to locate the missing refund.

The worst thing I EVER did for my home, my sanity, and my pockets is sign up with 2-10. I’m sick of it. Unhelpful and they shouldn’t be in business. The nerve of these people to say they must give contractors the courtesy of allowing 24 hours notice but they can’t give their customers a reasonable turnaround time in order to ensure damages don’t rack up! Disgusted by these people.

2-10 has an option to go out of service but you need to provide a description from a certified HVAC company before they will approve, which again wouldn’t happen until Monday. Besides what company is going to come out, write up a diagnosis for us to provide and maybe we won’t get approved for their services - so stupid. Anyway, nothing but problems with 2-10 Warranty and would not recommend them - we feel ripped off and will be dropping them as soon as our contract is up. Save yourself some frustration and go with another company, any company.

The contractor was very accommodating, however, once ALL required diagnostics and information was submitted, 2-10 required a second opinion from their in-network vendor. This would have pushed the repair out another 2 weeks to a month in the Full June/July Heat (currently 104 degree index). Not worth the money, time and energy fighting with these crooks over the pennies they will agree to pay. SAVE YOUR MONEY and TIME!!!!

Then came the air conditioning breakdown, in June, in Florida. It broke on a Monday. The technician came Wednesday, said he’d return Thursday to fix it — and then disappeared. No one contacted us. When we followed up, the warranty company claimed the technician never filed a report. The HVAC company later told us a major part was needed, which would take time to order.

We were told the earliest fix might be next Friday — two full weeks without air conditioning, in a house that’s been over 86 degrees inside. We have a small animal who can’t tolerate the heat, and we’ve now been forced — again — to consider paying out of pocket just to live in humane conditions. This company, 2-10 Home Warranty, has completely failed us. Unresponsive, unreliable, and deceptive about reimbursements. As a homeowner, I urge you to stay far away from this company unless you’re prepared to wait weeks for essential repairs and pay for everything yourself anyway.

On the only previous time I tried to make a claim, they refused to process it, saying I didn't have the plan that covered plumbing (which I did). Deceitful company with no intention of paying out on claims. I had 2 policies with 2-10. Both will not be renewed, a total waste of money for $600 (each). This company should be referred to the State Consumer Fraud agency.

Now they’re giving me the runaround about how I need to wait 3 to 5 more business days to hear back from them to figure out what the next steps will be. Mind you I have this gas leak in my house active this entire time. They do not care about my family safety or health. beyond the most incompetent people I’ve ever had the misfortune of dealing with. Stay away from this company at all costs, absolute terrible service. Truly don’t care about anything other than their bottom line.

Original Review: Absolutely the worst customer experience I have ever had in my life - don't go with this company unless you enjoy pulling your hair out from frustration. I am currently going through a claim right now for my split heat pump that is leaking Freon from the evaporator coil, it can't keep up with keeping the house cool and has a significant amount of freon.

I submitted a claim with 2-10 on 4/4/205. It took them 3 days just to tell me that there were no in-network contractors and I had to find my own. After calling my contractor out, he informs me that the evaporator coil for my unit is no longer made and you can't get them anymore (largely due to the R22 units being phased out). Because the part cannot be procured, the system is effectively beyond repair and needs to be replaced. They gave me a quote of $9850 for a full system that brings it up to minimum code for my state.

Well... 2-10 HBW markets themselves as having the best HVAC coverage in the industry, has an 'unlimited SEER upgrade' inclusion in their agreement, no set dollar amounts for HVAC claims, has a brochure on their website that shows a homeowner paying $0 instead of $6000+ for an HVAC repair... I think to myself, "this seems like a no-brainer, right?" HAH, wrong! After 3-5 days of reviewing my estimate, someone gets back to me saying that they will offer me $3001, which is the Max Limit that the claims department can offer, the woman said that if she wanted to she could transfer me over to "high dollar claims" department if I thought that offer was too low. "Of course it is!" So, she said they would reach out to me soon.

A week goes by and I hear nothing. I had to call into their office to get updates. Apparently, the "high dollar claim" department will spend another 5 to 7 days searching for contractors in your area, trying to pull people from up to 100 miles away or something like that. Another couple of days go by and I finally get a call from a gentleman named Drew at High Dollar Claims. He tried to contact my contractor (without informing me first) and asked for one. However they do not deal directly with home warranties, they only deal with the homeowner.

Drew said that they need a "breakout cost" of a repair for the system, to determine if the system can be repaired. ...What? As I explained above, I told Drew the system *cannot* be repaired. To which he said: they cannot provide a replacement reimbursement without first seeing the price for a repair. I said "that would've been nice to know two weeks ago!" Ultimately, I said fine and told Drew I would try to get a price from my contractor repair the system.

I went back to my contractor and after tracking down the tech that came out to my house, I was told that they would like to help me and provide a price for repair, but they *literally cannot* because they do not have the ability to acquire the necessary part for the repair since R-22 freon was phased out back in 2020. The only thing they could do is recharge the leaky system.

So, I got what I could out of my contractor. I provided in writing, a statement from my contractor that the evap coils for my particular unit are no longer made, and the cost to recharge the system would be $300/lb of R-22 freon. I submitted this to Drew, and he said he would get back to me. Another few days go by and I hear back via email saying that I essentially did not do what they asked, that they are a "repair first" company and said I can accept the $3000 or find a 2nd contractor that will provide a "full diagnosis and cost breakdown".... What do these people want? A full dissertation on why my unit isn't working? I was fuming.

I responded with an email that included a statement of the facts with my claim, in addition to citing language in the agreement, as well as (false) representations made on 2-10's Website and marketing materials that pertain to my claim. I asked that the employee have his leadership team reach out to me directly to resolve the matter.

After another WEEK goes by, and after two phone calls and two emails to the office, I finally get a response that Drew spoke with his supervisor offering me the same $3000, and telling me to find another contractor that will provide a breakdown price so that they can make a decision. There is language in the agreement that states "2-10 reserves the right to dispatch an additional contractor at their expense if they need more information to make a coverage determination." But because 2-10 decided to sell a policy in an area in which they have no contractor relations, I'm most likely screwed. They've promised the world in their marketing, cherry-pick what they want to in their own agreement, and drag things out until you are at your wits' end.

It is now May 6th and I still have a broken HVAC system. I feel this company intentionally puts all of these hurdles in place to wear you down until you cave to their low-ball offers. I have submitted a "claim escalation" form to management and will see how it goes from here. Since their internal correspondence appears to be conducted via carrier pigeon, it may be another month before I hear a response. If this issue somehow gets resolved amicably, I will update this review, but at this point it seems like arbitration is in my future.

After three days, there was no response. I called and sat on hold for 45 minutes. Once I got someone on the line they said oh they found the parts somewhere in the Midwest and they’re being shipped. And that there were two parts. I asked them why I wasn’t told cause I thought I was supposed to hear from someone within 24 to 48 hours and they did not know. I waited another three days and there was no email. So I called and waited another 45 minutes online. I was told that all the parts were not in yet. And that I should call back and check later.. Three days later, I call again and I told the parts are not in.

At this point, I decided that I better escalate it and that it can’t be prolonged anymore than it is already and the next day, I got a call from their customer care department. I was told it was going to be checked on and she would let me know the status as soon as she found out and that from this point on she was going to see that everything gets escalated. I gotta call the next day saying that I was going to get a new refrigerator. Then I gotta call the next day saying that they found the parts and that the parts and they were being shipped.

I received another call that day saying that they found the parts and they were shipped and she had a picture of the door It was left at and tried to find out if it was my door. And I said no, but I can check around if you’d like. I asked her if she had an address and she said no, but she didn’t know that it was in Gilbert and that she was not able to get the actual address it was sent to. I said well I live in Chandler and she said oh OK then I think it went to the home of All Brands appliance service, which is the contractor who was to repair my refrigerator.

She told me that they were going to try to find out what happened to the parts. The next day she called and said that the parts were going to be shipped to my home and they should arrive this weekend. There were two parts that arrived that weekend so I left a message for customer care letting them know. I also left a message with All Brands letting them know that two packages arrived and I wanted them to confirm that that that’s all they were waiting for but I never heard back from either one of them and later in the day on Monday I received a call from customer care asking me whether I got the parts or not and I let her know that I left them a message on Sunday.

I asked her if there were any more parts that were coming and she said no just two. Don’t she told me to go ahead and call All Brands and schedule an appointment with them. I said, I thought you were going to escalate this? I don’t feel like they’re going to take me to Customer seriously about an escalation. She didn’t say a word. No response at all. So I said OK well, I’ll call him and let them know that you said this is an escalation. And she said OK then or something like that. So I called them and asked him about scheduling an appointment but I never heard back. So I called customer care and later got a call back with two times which were Tuesday or Wednesday so in one or two days.

Then I was told that I had to have the refrigerator unplugged which would take moving the refrigerator 24 hours before they arrived and this was at four in the afternoon on Monday. So she said, "Do you want 11 o’clock tomorrow or 11 o’clock the next day?" I said, "Well if I take 11 o’clock tomorrow, the refrigerator would not have been moved out for 24 hours Hand it’s just me here and I just moved into this neighborhood and I won’t be able to move it out on my own. Is there anyone in the area that can come by and move it from All Brands?" And she said, "No you’ll have to do it just go ahead and ask one of your neighbors." So I had to work as hard as I could to get that moved on my own and I did also let them know that I had serious back surgery a year earlier and was concerned about doing that. I called back right away and left a message that I was able to get the refrigerator out on my own.

The day that the service was supposed to occur between 11 and one which was my understanding and this was even confirmed by customer care the day prior. I left a message for All Brands, letting them know that I got the refrigerator out and wanting to confirm that they were still coming out, but I never heard back from them. At 12:45 I called customer care and let them know that I have not heard from or seen All Brands yet and they are supposed to be here by one. She said why don’t you give him a call? I told her that I already left a message about moving the refrigerator and called again just before I called you to confirm they were coming, but they never called me back. So she said well let me call them. They always get back to me.

She asked me to hold Hand in a little while she got back on the line and said she text him and they got right back to her and that they are planning on coming between 1 and 3 and not 11 and 1 which she said was the original schedule, but I reminded her I received a call from her office stating it was between 11 and 1. She said they wanna know if you removed the refrigerator. And let her know that I did and that I had left them a message about that over the weekend and again today.

So I waited for them until five or six and they were a no-show. So I left a message for customer care and let them know. I received a message the next day from customer care saying that All Brands was not responding to them either that basically we’re gonna start the process all over again. At this point I’ve been six weeks without a refrigerator. I just called and canceled it because I already was paying for a service that was not working and spent many hours. Just trying to get a response. At this point I let my realtor know and she contacted her contact at 2:10 and she told me her contact would take care of things. I waited for that to happen, but they didn’t seem to pay any attention to her at all and the information that this woman gave to my realtor which was passed along to me was always incorrect.

Someone told me to call the service department and the service department said that I would receive $300 for the repair of my refrigerator and customer care told me the same thing but they told me I needed to return the parts that were shipped to my home. The representative that my realtor got in touch with told me not to worry about returning to parts. I don’t have to return them and they were mine to keep or do whatever I wanted to do with them. So I decided to throw them in the refrigerator and sell the whole package, but I let the refrigerator sit in the garage until things were straightened out and I decided what to do because the same refrigerator in today’s market was almost $2000.

When I made another call to the service department to ask them about returning the parts. I got a very very nice person who was able to have them Send me a label for my return and I was told that I would get the money once parts were received. So I returned the parts, checked the tracking and they were delivered. So I was expecting to get the $300 which was promised by the service department, customer care, and the cancellation department.

I received a prorated check for canceling my service, which is their standard, but I had asked for a full refund since I spent six weeks just waiting for the refrigerator to be repaired or replaced. I left a message with customer care letting them know. I received this prorated payment and was expecting a full payment and wondered when I would be receiving $300 for the refrigerator repair.

I received a message from customer care saying that she was looking at a voided contract and that we reimbursed you in full for this contract so we owe nothing. I called back and left a message, letting them know that I only received a prorated amount and it was during the time that I was paying for a contract that all this happened. I canceled the contract so I don’t continue to pay for something that isn’t providing me the service I’m paying for. I called back the next day. Someone answered the phone and it sounds like the person that left a message. So I said, "Oh you’re the one that left me a message yesterday," and she said, "It was someone from my office, but it wasn’t me." So I said, "Well maybe I can play that message for you because it sounds like you," and then she admit, "Yeah it was me and you canceled your contract so we don’t owe you anything because we paid you in full."

I let her know that several departments told me that I would be receiving that money and I was specifically told and sent away bill to send the parts back in order to receive that money and she just repeated that, "We don’t owe you anything, we paid you in full." I sent a complaint to the Better Business Bureau and the only response was they paid me in full and they don’t owe me anything. I attached a copy of the check and at that point they said they did not pay me the $300 because I did not return the parts.

I responded that I did return the parts and that I would send in a copy of the waybill or receipt from the carrier and a copy of the status of delivery if they need it but that information should be available to them just like the amount that was paid to me. Funny that they didn’t even acknowledge that I didn’t receive the full payment until I sent a copy of the paystub.

At this point they need to pay me the $300 for the refrigerator repair. I was told I would receive after sending the parts in. The contract was not canceled until I was told that I’d have to start all over again getting another service person out. I couldn’t afford to wait another six weeks before I had a refrigerator or if that would’ve even worked out. At this point, I had no confidence in the company and I didn’t have the time to continue to make these calls and sit on hold and have different people. Tell me different things. In other words, customer service versus the service department and the cancellation department who all told me 1 Point that I would receive this money.

Anyway, if there’s anything you can do to get that $300 that’s all I wanted at this point. But as you know with everything I went through I should also receive the full payment of the contract price. I know that’s all I can ask for but no honesty time I spent during my working hours and the affect it has had on my stress level will never be paid back unfortunately. Thank you so much and I really appreciate your time.