2-10 Home Buyers Warranty Reviews

They cancel the dispatch and tell him they will transfer to another contractor to do the repairs. I hear nothing from them or a new contractor. Now it's Thursday and HOT and I have no air. I called 2-10 and they said it was never dispatched and they put me on hold to call multiple AC repair shops to get someone out to the house. They found a contractor to come out and dispatched the ticket to them. BUT...they did not pass on any information about what my original contractor told them. So the new AC guys came out lost, not knowing what was wrong, and now I'm sure this will be delayed again because they need to order a part!!! Very poor communication with different contractors.

Updated on July 31, 2018: So I wrote a review earlier about the very disappointing service that I received from the AC contractors that were sent to my house, but this is actually about 2-10. Now I've been having issues with my AC for almost 2 years now and have had several service requests. After 9 days I finally got a contractor that was professional and diagnosed my problem (after 2 other contractors had already diagnosed). Now we need a part... this is what takes an act of Congress I assume. It's now been 7 more days and 2-10 says they have to ship the part to the contractor because the nearest place to get it is over 60 miles away. Which ok, I can see that. But when I looked at my status on the website, it says ETA of 8/8!!! That is 8 more days!! OMG... this is summer in NC and it will have been a month by the time I get the AC fixed.

I would have gotten in the car and drove 60 miles to pick up the part if I knew it would take that long! I have Supreme coverage as well and I am not happy with the support I'm receiving. They did give me $250 towards an AC but one AC in my house doesn't do much when it is 90 degrees and 85% humidity. I need another AC just to keep it comfortable! I am going to seriously think about not renewing my contract next year. Almost $100 a month for the last 4 years should equal a new AC don't you think? I just wanted to let the public know to think twice before counting on a home warranty plan when you live in the South.

Original Review: July 18, 2018

Today is July 17, 2018 and I have been without air conditioning since June 11, 2018. I live in Arizona. Called 2-10 on June 11th, a/c contractor Sub Zero Mechanical came out on June 13th and diagnosed the problem as a leak in the evaporative coil. It has been a nightmare ever since. The part was finally ordered on June 26th so they say. We have now been playing the game of Where's the Part? Ever since. Cannot get a straight answer from anyone. My next calls are to Arizona Registrar of Contractors and the AZ Attorney General's office tomorrow. I would not recommend 2-10 Home Buyers Warranty to anyone. We pay a premium to them and the way they treat their customers is appalling. 5 weeks without air conditioning in an AZ summer should be against the law. I have pets at home and they just don't care at all.

2-10's customer service did a good job. The only time that I had an issue with them was when I had a plumbing problem and it seemed like the more things that came up with our house, the fewer things they actually covered. I had a problem with the water line and since it wasn't inside the foundation, it wasn't covered. I had a problem with a stove and apparently, the way our stove was set up wasn't covered. I had an issue with an attic fan and that wasn't covered either. I only have the one experience where the warranty did anything for me. All the rest of them, I ended up having to pay somebody to come and do something for me. I doubt that I would recommend it.

2-10 is good if you have some major thing that failed like it paid for an outside unit. It was awesome but they didn't buy a new unit. They paid to repair the old unit which seemed to be a little weird to me. Even the guy who came out thought that it was weird that they were having him rebuild the unit. His recommendation would have been to replace it. It would be nice if they are a little more clear on what's covered and what's not covered since the way they write their huge long deal is very confusing. Also, I ended up spending $100 here, $70 there and $200 here. I paid extra $99 to have certain things included. It makes it not necessarily worth the amount of money that I paid per year for the thing.

Every time you call them, it's useless, they don't give you any information and they are not nice at all around your problem. I don't want to know what would happen if my furnace fails during the winter in Michigan waiting for them to solve my issue. Now when I found this site to publish a complaint, I found that I am not the only one. Other customers are complaining about exactly the same issue!! My guess is that this is a company that is good to charge you, but will do everything possible to not pay for your requests. Definitely won't keep my business with them, and by now I am starting to lose my hope that my issue will be solved.

I was told 5-7 days and then 2 weeks. This is absolutely ridiculous and when I asked for a manager the person I was speaking to - Lisa #** told me that I am frustrated that I don't have an a/c but that's how it works. I have my 98 yr old grandfather and 75 year old mother here with me and the heat is unbearable and 2-10 did not care nor wish to assist me in finding another solution or bother to follow up with me to provide me with an ETA as manager Devon ** stated would happen. Just not a very professional company - or possibly the employee Lisa needed a break when I called. Either way - we still have no repairs done.

They knew we were desperate and in the midst of a 100 degree summer so we didn’t have a choice but to pay. They then proceeded to say we had to wait for the warranties parts to come in which would take an addition 3-5 business days. Fast forward a month later and the job is still not done. Every time we called to check on the parts we were told it would take another day. We have now spent close to $1000 on window units, contractors, and the fees 2-10 has charged us. We’ve missed multiple days of work and spent hours on the phone with 2-10. One month later it’s still dangerously warm in our home and we’re waiting for 2-10 to patch an AC unit that they admit needs replaced. They’ve definitely lost our business and others which is unfortunate because we would have referred other home buyers and would have bought additional warranties for ourselves.

I called and requested the guy that did my heat tune up. He came, said he can't read the model numbers on the unit as it's all rusted out. He recommended a new unit. He spent a good hour here checking everything out. 2-10 called and said, “We are looking for parts, we'll call you by tomorrow.” (This is 330 friday.) No call. I call Saturday they found a part to an AC unit 48 years old and it will take another week to come in, and will cost me $50.00. That was customer service, they know nothing. They are sweet and cheerful, but anything but helpful, they say someone will call, someone else's department they will call, “We send you an email, call this department.” That is not help, that is pass the buck. I spoke with a manager. I will never recommend this company, and I spoke to my realtor, so hopefully she won't recommend them either. I sent my chemo sickened father to a hotel, it's 101 in our house.

Subsequently, I am still trying to get my issue resolved after two months of going back and forth with 2-10. The contractor they sent out told me that the unit was a ton too small for my house, does not meet North Carolina minimal code for the A/C, and they just advised me that I should pay 9 grand out of my pocket to have the unit replaced to code. The problem I have, among the sorry customer service, passing of the "buck", willful disregard for customer service and an apathetic attitude towards honoring the warranty I purchased is that no one there is willing to do what they guaranteed when I purchased this warranty.

They were very efficient at cashing my check for the warranty and are even more efficient at doing absolutely nothing to help out their customers. Following my last conversation with a 2-10 representative, Shanee, who advised me to just go ahead and have someone replace the entire system for $9,000.00 out of my pocket, I have contacted multiple news and media outlets who are very interested in pursuing bogus homeowner warranty companies such as 2-10. Looking very much forward to seeing the expose on national news syndicates and 2-10's response to how they make a lucrative living off of ripping honest and hardworking people off.

I would absolutely welcome the owner of 2-10 to give me a call personally to discuss this matter, but based on my previous interactions with their employees, I highly doubt that this will happen. I would also like to extend a cordial invitation to 2-10 to send a representative to my house to enjoy an 85 degree morning, afternoon and/Or evening in my home to see just how "wonderful" their repairs and service are not working. 2018 is the 7th hottest on record in 140 years in North Carolina since it has been tracked, and my family and I have experienced every single 100+ degree of it thanks to 2-10. Great job at doing absolutely nothing but ripping me off and making my family suffer in this extreme heat.

After 30 days, we will have to pay another $100 when it stops cooling again. One of the techs said that it was a carbon monoxide hazard and that we should have plenty of alarms and that 2-10 is known in the service industry to just "parts old systems to death instead of replacing them". At this point, we have paid more in premiums that if we would have just replaced the system in the first place. I called customer service many times to no avail. Customer service reps do not have e-mails or phone numbers you can contact them directly. Each time you call you have to talk to someone new. The last one said they would refund our latest service call and that never happened. We will not renew and would not recommend this company.

On 07/05/18 I called and was told ETA is 07/11/18 and that they do not expedite shipping of parts to contractors and they can't see any tracking information so on 07/11/18 I called. Parts haven't been delivered. Talked to 2-10. They say wait till end of day to see. They should be delivered on 07/12/18. I called 2-10 again and I was told they don't know what's wrong with supplier of parts and they have to send information to the back office to figure out. Will have to wait 24 to 48 business hours to hear back.

This is just horrible. It's summer in Alabama. I have been patient but I think this company need to change the whole way of doing business or just close it because this is ripping people off when you pay for a service and you can't receive it in a timely manner and they don't care because the customer is the one who will continue to suffer. I have tried everything to give them a chance but every time someone doesn't do their job.

We had the coverage since we closed on the home just before Christmas. It would expire in two weeks and I will not renew it. They called me today to see if we wanted to renew our plan. My wife and I had to sit down and discuss everything and what made us decide not to renew besides the prices for what they want was what it would cost us for the warranty versus if there would be things that would go out on the house that we could just pay for out of our pocket. One of these factors was when our water heater went out. When we had the house inspected, we didn't skim ourselves on the inspection thinking we hired the best there was. However, we were told that our water heater was not up to code. I had a plumber in town who was a block from my house so I already knew what was needed to have the water heater up to code and we couldn't believe 2-10 didn't call him.

Some guy who had a regular pickup truck but didn't have the tools to do his job came and he told us that 2-10 called him to replace the water heater for us. The kind of person they sent to do the repairs wasn't even a licensed plumber which was important since it is gas and the house could burn out. I was distraught about that but we were desperate to have the thing done. I've got the proper line where it's called a gas line so I ended up finishing it myself. When I go back to work as I'm out of workers' compensation right now, I'm just gonna have someone to come out of my pocket. I got a water heater but I haven't checked to ensure the job was done thoroughly.

We're getting ready to do some massive work on the house. People will always tell me recommendations but I couldn't listen to those in this small town. They would promise somebody who's really good but it would turn out that they don't know anything about what they’re doing or the proper tools to do it so I'd rather have someone and pay extra to get it in right than halfway done.

The company I hired called 2-10 to explain exactly what was going on with the unit and the service rep refused to take pictures on the unit and said that 2-10 will hire their own contractor to fix the problem regardless of what was stated in that report. Third contractor comes out and looks at the unit for 15 minutes and leaves and states dirty filter is causing the problem, the filter was weeks old at this point. Also took 5 days for this report to make it to 2-10. I have been with 2-10 for almost two years now and it's a shame they hire the cheapest possible person to conduct inspections. Buyer beware with 2-10, they will fight tooth and nail to not cover the items under contract!

On the other hand if 72 hours passed, and they could not find a contractor willing to work with the warranty company and accept their pre-negotiated fees. Then they would call me to authorize me to work with a contractor of my choice and I would be reimbursed the full amount minus the $75 service call deductible. 72 hours is a long time to wait in 90 degree heat while you wait to see if someone locates a AC/HVAC company willing to work for a warranty company. After calling several of the AC/HVAC companies in my area, I found out that not many will work for warranty companies because of their slow pay policies, slow response time and general hassles to work with them. In the meanwhile, I have to suffer in the heat and wait til the 72 hours passes so I can get authorization to contract a AC company. Now I'm wondering if the policy is worth the hassle.

Then they dispatched another contractor A+ Appliance who came out June 22. He told us the dishwasher was broken from improperly removing the door. He did his diagnoses and told us he had parts he needed order and that we would see him the following week. No call. No show for 2 weeks. On the 3rd week we called 2-10 and spoke with a supervisor named Jeff. Jeff was able to get in touch with the supervisor of A+ Appliance and that supervisor said he would call me in 15 minutes... we didn’t receive a call until the next day, Friday 7/6 to set up the appointment to repair the door as “the parts were in”. We had an appointment for Monday 7/9 at 3:30... guess what? No call NO show.

At this time after calling the contractor from A+ Appliance multiple times and receiving no answer and no return phone call, I called 2-10 again and spoke with Samantha and Jeff which were floor supervisors at the time. I was told that I had an option to do a buyout so that I can stop being inconvenienced and would receive funds for the parts of my dishwasher that are broken and repair it myself. I was advised by Jeff to call the buyout department, which I did on Tuesday, 7/10. I spoke with Jasmine who informed me That A+ Appliance never put a diagnosis in the computer which means a buyout is not an option for me until another company comes out to do the diagnosis?!?!

This is just ridiculous. It’s insane. How can no one be able to make this right??? No dishwasher for weeks. I’ve spent countless hours on the phone with various reps from 2-10 and to be honest the customer service is subpar. No one really knows what to say. They just keep trying to send out different contractors. This wastes my time and I’m tired of taking off work for this nonsense. This company is so unprofessional and has no regard for their clients time and efforts. Take your business elsewhere.

Dealing with their reps has been good and the only thing I don't like is that they make people come out and do little things before getting to the big things. And I haven't liked their contractors at all. 2-10 should let the consumer use their own contractor. Also, they should have better communication with the consumer. When we had our water heater fixed, we wanted to do a buyout because we wanted an upgrade but they went ahead and didn't contact us. So, they shipped a 40 gallon to us instead of a 50 gallon which we have told them we originally wanted. And then, basically they said what we have was a 40 gallon so that's what we're gonna get.

Purchasing this plan would be a waste of anyone's money. By the time you take off work for multiple appointments it's cheaper to pay to do it yourself or take off once for a single company. But multiple times for a full time working family is difficult but this company doesn't care. Definitely wouldn't recommend based off their customer service alone cause when you have a frustrated customer on the phone you should be sympathetic and not yell at them or belittle them but that's what these employees do and apparently it's ok.

Fast forward to 2-10 response they are not liable to fix the air conditioner because the fire is a secondary diagnosis, that was caused by something else!!! Yes, it was caused because they did not pay to have the situation fixed three years ago. They will give us 449 dollars to replace coils that cannot be replaced without the whole unit being replaced. Very angry, dissatisfied and definitely will not renew in the spring. Will contact our Century 21 realtor and tell them not to recommend this company.

This contractor came to my house and without any testing of the system determined by visual inspection that took all of 5 minutes that the outdoor unit fan motor was locked up and the system was failing due to lack of maintenance. This is what he reported to 2-10 Home Buyers Warranty. 2-10 made the decision that they would not cover any repairs since the contractor reported that the system was failing due to lack of maintenance by the previous owner(s). Since we could not continue with A/C in the house, I contacted another contractor (One Hour Heating and Air). They dispatched a technician to my house and he tested the system using the necessary equipment and did not make a decision based on visual inspection only. He got the system running and it appeared to be functioning properly.

Since I advised him that this occurred with a previous contractor, he decided to take the time to see if the system would fail again after running for a period of time. Within a period of 30-45 minutes the system stopped working properly. He determined that the system could be repaired with the replacement of the outdoor unit fan motor and the condenser. While this repair would get the system up and running, he could not give a time frame for how long it would continue to run based on the age of the system, and recommended that we consider replacement. The issue with 2-10 Home Buyers Warranty is that they based their decision to not pay for any repairs on the visual inspection of the second contractor and his comment that the system was not properly maintained.

As a side note, the technician from One Hour Heating and A/C advised that it had nothing to do with a lack of maintenance and that the particular model of the outdoor unit had issues in the production process which contributed to the degradation of the coils and subsequently caused the problem with the fan motor. 2-10 advised me that they could not cover my system solely on the fact that the contractor advised that the system failure was the result of lack of maintenance. They looked for a loophole in the contract which said that they do not cover maintenance as the justification for not paying for any repairs. The bottom line is that a home warranty with 2-10 is a waste of money. I definitely will not extend coverage with this company once the initial year contract expires.

Updated on 07/14/2018: As a follow up to the review submitted on 4 July 2018, 2-10 Home Buyers Warranty reached out to me to follow up on my initial claim for repair of my heat pump system, after explaining the details of what occurred in association with my initial claim and the basis that they used to refuse to cover any costs, I submitted all invoices that I had including their initial contractor review, the review by the contractor who I hired to diagnose the problem, and the invoice for the cost that I incurred to replace the entire heat pump system.

The bottom line is that 2-10 decided that they could only reimburse for the cost of the outdoor unit based on the cost provided by their contractor and not based on the amount that I paid. I also submitted a letter from the contractor who installed my new heat pump to justify the need to replace the entire system vice just the outdoor unit. The letter explained that it was their professional opinion that the indoor unit also needed to be replaced due to the government mandated switch from R22 to R410A refrigerant. Their professional opinion was that "when converting to R410A refrigerant running at a higher pressure, this often causes evaporator coil failure and we do not recommend replacing just one component in a R22 system."

2-10 focused on "it is of our professional opinion" in the letter and determined that they did not have to reimburse for the indoor unit as it was not broken and that the replacement was based on their opinion. The entire system would not have been replaced if 2-10 had done their due diligence and paid for the repairs of the outdoor unit when I submitted my initial claim. I replaced the entire system because I was paying out of pocket and it was more fiscally responsible in the long run for me to pay for a new warrantied system than to pay for repairs that had no guaranteed life span. I can only wonder if 2-10 would have paid for repairs if I did as they suggest by their reimbursement and only replaced the outdoor unit and the refrigerant change cause the evaporator coil to fail on the indoor unit.

Today I finally got on the phone with the department that could give the answers we had been looking for. Unfortunately, they did not give me correct information. We were told the part would be delivered today, but about an hour ago I received an email from 2-10 with an ETA for delivery of being July 10 - that's 7 BUSINESS days, not the 2-5 they promise. Also, that puts us at being without AC 17 calendars and doesn't even account for the fact that we then have to get an appointment with our contractor. That's just not acceptable at all.

We continue to ask ourselves why we paid for this service in the first place. At this point, for a little more than the money we spent purchasing this warranty, we could have our AC fixed already. We wonder why we would pay people to delay service and miscommunicate information, keeping us in the heat. If you're thinking of working with this company to cover your home, consider another before purchasing. We've been very unhappy so far.

The contractors that came out didn't know what they were doing. I was disappointed that we didn't accomplish what our goal after all that work. We also had a dishwasher that was leaking and they took care of that fine. However, I was unsatisfied with the refrigerator experience and I would let my friends know the process we went through and the outcome.

The in-network provider checked only 1 line from the AC unit, so he improperly diagnosed it as overcharged and proceeded to take 15# of Freon out of our system and told us that would fix the issue. Less than 8 hours later instead of the system struggling to run at 75° set at 69°, the compressor no longer works at all and it's 80° in the house at night when it's cooler outside than it is in the house. We call 2-10 and reopen the claim. They want to send another in-network provider. They call their providers and both are booked out for 4 days before they can even come to the house and diagnose it again. They give us the option again to use our ONC, and tell us they will reimburse us 100%, but we need to pay out of pocket first, and they will pay us back.

We call the ONC contractor who shows us within 12 hours of my initial call (thankfully). He diagnoses the system over the phone directly to 2-10 and is placed on hold while the purchasing department is being reached. Finally we feel that we are going to get this fixed. Nope, received a phone call from 2-10 stating our options from using the ONC. We could either wait for high claims decision, or take a roughly half payout of the total quote. We are told that we chose to use the ONC and were not directed to do so, so either way we would have to pay the difference out of pocket from what they would pay an in-network provider. As upset as I am, I ask the 2-10 representative to look up the notes from the initial call to which he verifies that we were approved and asked by 2-10 to get our own contractor because they had no one in network.

Now we are waiting on high claims again to make their decision on if they will choose to fix our broken AC while we sit here in a 90°+ house with a heat advisory in effect with 2 small children and my dog. Yesterday it was 96° in my house at 6 pm and looks like it will be worse today. We have been with 2-10 for 3 years and this our 2nd claim, but 1st high dollar claim. We have all of their top of the line HVAC services to make sure we were covered for anything, and yet, it feels like the "Supreme" and "HVAC Plus" options don't seem to help either. This is my last avenue after spending hours on hold and hours of getting moved from person to person within 2-10. My outside contractor has also spent over an hour on the phone with 2-10.

I have spoken to 1 supervisor already who gave me different information than the next person gave me. If I don't get the appropriate resolution (Paid in Full as previously stated) of this issue, I will seek legal counsel. My family has suffered enough. 2-10 might be good with small petty claims (repair), but will find any loophole available to get out of high dollar claims (replacement). *Attached is a picture at the exact time of this post*

Within two weeks, the system failed again. I went online to review Air Design’s ratings from a variety of sources and was horrified with what I found. I called 2-10 and explained what was occurring and asked if I could use another service provider. They denied my request and said I had to give the provider the opportunity to make the repairs. Against my better judgement, I scheduled a second appointment with Air Design (which, again, was scheduled a week out). Air Design did not show up for the appointment nor did they ever call me.

By this time, it is May 29th—virtually a month since the HVAC issues began. I call in an independent service provider (even though 2-10 informs me that they will only pay the provider their going rate). The independent provider tells me my coil is completely rusted and has a leak. He also tells me that I need a new unit. I pay him $400 to add Freon to the unit and restart the HVAC system. I share this information with 2-10 who essentially requires the contractor to jump through hoops to get my business. He declines, the HVAC fails five days later, and I am back to square one.

On June 7th (a week later), another 2-10 approved service provider comes to my home and tells me I have a leak in the evaporator coil and a leaking valve stem (which he replaces that day). The coil has to be ordered. A week later when I call 2-10 to follow up, I’m told the wrong part was ordered, and the right part should be in in 3-5 days. A week later when I call back, again to follow up, I’m told that the correct part was never ordered (apologies abound), and I am assured that the correct part will be in in 3-5 days. After more runaround and sleuthing on my part, I get in touch with a “client advocate” who assured me just yesterday over the phone and also by email that the part would be delivered to the provider no later than Tuesday, July 2nd. Last night, at 10:03 pm, I get a Parts Order Confirmation email from 2-10 telling me the part will be delivered on July 9th. ARE YOU KIDDING ME??!

Tuesday will be two months since this fiasco began. I have been without air conditioning for almost three straight weeks (and about six weeks in total), in Georgia, in temperatures ranging from the high 80s to the low 90s. I have three dogs who are absolutely suffering (as am I). So far, I am out $753.00 in out-of-people pocket expenses (2-10 did finally reimburse the $400 I paid to the out-of-network provider —but not without a fight. They actually tried to negotiate! First it was “we can give you back $100 of the $400 you paid to the contractor,” then it was as “we can give you $200...” it was like buying a car!).

I also recently renewed (in March) my contract with 2-10 in the amount of $754.00 (If I knew then what I know now...). All told, I’ve forked over $1500, thus far. If 2-10 does not have my coil to the provider by Tuesday, I will be out even more money as I don’t intend to go another whole week without air. How can I “delight, knowing you protected your dream home with the most comprehensive coverage available,” as they advertise on their website with the service I’ve received? This has been a nightmarish experience. To those considering 2-10, I say caveat emptor (Let the Buyer Beware).

I called our realtor, our lawyer and our local news station. That SAME DAY I was called and told they had made a mistake and would in fact be covering replacement of our AC. We get the work done to the tune of $3800 and they ended up covering less than half that - only paid for $1451. I am disgusted by this entire process and 2-10. They lied to me multiple times about why they were denying claim. When I took action they agreed to approve claim but then only covered a portion. Save yourself the headache and do not purchase a 2-10 warranty. I passed this info on to my realtor at Fox & Roach and their office has agreed to never recommend them to clients any longer.

But at one time we were waiting for a contractor that never showed up. And just before the time limit that they gave us was up, they called and said that they were not able to come. And so we had to take off a whole another day for the second contractor to come to us. The interaction with the contractor went well. He didn’t take long because he seemed very experienced at what he was doing and was able to get the washing machine running again.

My last and final straw was when I was told on 20 June 2018, by Mr. **, in the purchasing department that all steps between both parties (2-10 and contractor) were good to go and that my parts were on order and would be available for the contractor in 3-5 business days. Well I get a call from my property manager on 28 June 2018, asking for update. I call the contractor and they tell me that my parts were ordered as of 27 June 2018, and it would take 3-5 business days.

At this point I’m furious and will be paying $1,500 out of pocket, because my tenants have been without AC for over 60 days now. I called 2-10 to express my frustration and asked to speak to a manager or supervisor and was told several times that no one was available either due to meetings or they are just not in at the moment. I asked about reimbursement and was told we would only receive up to $730. I have been with 2-10 for 3 yrs now, and after this nightmare I will be canceling my services with them.

Finally they came back out and said our indoor and outdoor units would need to be replaced. The repair company submitted the proposal to 2-10 warranty who approved it but when the repair company received confirmation it was for 2 compressors. We called and were assured it had been corrected and we would be receiving the inside unit and outside unit but instead of sending the new unit they sent 2 compressors. We called and were assured they realized the mistake and would expedite the new units. That was 2 weeks ago. Today we were told they shipped the new units but not expedited.

We won’t receive them until Monday or Tuesday which means the repair company won’t be able to get it installed before the 4th of July. It’s expected to be nearly 100 here this weekend. Again they don’t care that we are being inconvenienced because of their incompetence. Every time we call we get the runaround and no resolution. I just want my freaking AC fixed. I hoped to God nothing else happens before the warranty runs out. We will most definitely not be renewing with them! This has been an absolutely awful experience. I’d it doesn’t get resolved soon I’m contacting an attorney. Enough is enough!

Talked to contractor again he said he would be here Wednesday the 27th by 10am. He didn't show up or call. After 2 hrs being late called 2-10 they talked to him and he said the part is first being delivered today and he is going to pick it up. So I called contractor about the delivery of compressor. He said, "Just because 2-10 said the part is delivered and ready for pick up doesn't mean it was delivered." I asked him why he made appointments to install compressor or give me a call as to why they were not coming. The phone was hung up or disconnected. I am tired of being lied to. I have had many hours of expecting arrival and still have no answer when compressor will be installed.

Here we are at the end of the month and after calling 2-10 on multiple occasions, enduring 30-40 minute hold times only for the customer service staff to not be understanding about our HVAC issue, but also transfer me to other areas haphazardly without as much as an explanation as to why. I finally had enough with 2-10 today as I was on the call with them and our own HVAC tech explaining the issue with the unit and that it needs to be replaced because a repair of a 21 yr old unit isn't feasible.

After speaking with a claims rep and explaining the issue, they cold transferred me to their purchasing dept. which I thought would be for them to approve repairs and advise what they would cover, only for them to interrogate me again about why the system can't be repaired and saying they need additional info. This company's business model is to wear the homeowner down with extremely long hold times, lack of explanation of services, lack of follow up, so that we just drop the claim altogether. I can safely say that it's worked and I won't be going through the yelling over the phone to unempathetic customer service reps and a genuinely horrible company from top to bottom. If I could give no stars, I would give this negative 10. AVOID THIS COMPANY AT ALL COSTS!

Once we returned home, I spoke with multiple agents at 2-10 to explain the situation. They all seemed very happy to point out their policy of required pre-authorization was not fulfilled and seem quite content to keep their money. I understand the policy completely and I'm not asking for a full refund but meet me in the middle somewhere. The policy was purchased so that my home would be covered and now they are refusing to reimburse me for services rendered that would have been covered. This is not a company that I will continue to do business with beyond this contract if this is the type of service I will be receiving.

I had five claims but it was just for one visit. The plumber took care of us and did a good job, but it was extraordinarily frustrating dealing with him. He didn't want to be there. He was in a hurry and wanted to leave. He got frustrated with me when I wanted to call the company about something he was doing to make sure he was doing it right. He also had to come back to finish his work. He has terrible reviews online. But, we haven't had any problems with our plumbing since the repair. Though I was disappointed that 2-10 recommended that plumber, it was easy and fast, and they took care of everything and covered what I needed to be covered.

These service calls have been going on since October of 2017, and started under the old homeowner's warranty with you. I will be reaching out to Scott Cromie’s office in the morning. If I cannot get help from him then I’ll be forced to contact the State attorney’s office and file a complaint, and then seek legal counsel. It is absolutely absurd that I have to go through all of this just to get help with a service I have already paid for.

The AC unit did not cool when we started it up again this year. A contractor was assigned but never called to set up a time. 10 days later, I complained. A contractor was assigned, They came out. They added Freon. They said there was a leak but could not find it. The system worked for 6 hours before it would not cool again. We put in another call. They came out June 4th. They stated that the compressor and the evaporator coil needed to be replaced. They wrote that they were going to recommend replacement of the outside unit. It would cost more time and money to tear it apart and replace the compressor than the entire outside unit. 8 days later, we heard nothing.

I called. 2-10 said they didn't have all of the information that they needed from the contractor, it sat there with nothing done during this time. I received a voice message from 2-10 the next day that they had everything that they needed. I called the number to get a date for parts delivery. We were put on hold for 40 minutes with no answer. We called the contractor. They said they were waiting on approval to proceed. 10 days later... no response from anyone. Called again. Was told the parts were ordered but we had no date yet. I have been on the phone for 48 minutes with 2-10 still waiting on answers. We asked our realtor to no longer recommend 2-10. We are spreading the word.

The reps that I talked to about my claim were very good. Then, the tech who came out was professional. He did a minimal inspection and told me that he needs to replace a part. And until he replaces that and the unit works, I wouldn't know how his work is quality-wise. Other than that, 2-10 is a good company. They're reputable and they've helped me.

The experience I had with 2-10 in Georgia was okay. Eventually, I knew that insurance is about people skills. 2-10's contractor must have been on the job for a long time and he was tired and just going through the motion doing enough to cover himself and then just going on with no concern about the impact that it was having on me as a homeowner. Because the first time he came and looked at all the bubbles in my ceiling and water on the floor that had ran on the wall, the roof should've been replaced at that time. But that’s not what happened. I had to have three people come out and then this last guy came out and he just said, “We'll replace the roof.” Other than that, everything else was okay.

The other experience I had was with the air conditioning unit. The coil was bad but they kept sending this one guy, but he came out three times for the same thing and charged me the service all three times. And then, I found out that if he comes back for the same thing, it should be just one service charge. And this man knew that he was robbing me because he brought one of the checks back to me and asked me to write it over again. But I reported him, I explained thoroughly what had taken place. However, the next time something happened, they sent the same man right back. I was disappointed because if a customer called and tell you something, a bad proof, you needed to tell this man, ‘You could no longer work for us.’ You trust 2-10 that they'd send somebody out to your home that they're gonna do the right thing, but that was not the case. Finally, they did send somebody else.

Nevertheless, when I call 2-10, their contractors come out quickly. They would send the contractor a fax and would wait for 24 hours and then they'd give you a number so you could call them and coordinate. Now, in my new house here in Alabama, I had to call 2-10 about the air conditioning unit as a regular check-up because to stay compliant with the warranty, they come out and service my air condition twice a year. And this last time, the contractor said that he ran some tests and he took the system apart and he had discovered some leaks.

I called 2-10 and let them talk. I said, “You need to talk to them because I can't allow you to do any work unless they approve it. If I do, I had to pay out-of-pocket.” So, they talked and this guy came out. I explained to him everything that I have to and he went up there and he would not take the system apart the way that he did to search for a leak. He told me, “That would take too long but if you have problems in the future, then he’ll come back and do it.” This is exactly what this fool told me, but stood there waiting for me to write that check. So, in my mind, that’s the only reason why he came out, to collect the check. He had no intention of doing any work.

So far, everything is working fine. 2-10 at the home unit works fine. When I call them, I don’t have a problem explaining when I did get to the right department. It's just that the contractors that they’ve signed with need to be investigated more thoroughly. But I can't blame 2-10 for that because they think that they're getting a reputable company. They don’t know what they do once they come out to the person’s home in the field unless we provide them feedback. They sent out a contractor for my washing machine too and this guy did everything he could. He was a good person. He knew that I didn’t know and he explained everything to me in detail. He did the work to no avail. So, we had to go ahead and replace it. He was a good one. However, if I report something, it warrants an investigation.

2-10 was receptive on listening but they weren’t productive. They would say they would get it knocked out, but there’s no system in place to make sure that they got knocked out. Eventually, I got a manager after being told that speaking with the manager would help. I insisted on speaking with the manager and then that person ran it to the ground and made sure that my issue was taken care of. The warranty is satisfactory but it’s not exceptional.

I went through another claim for a refrigerator issue and 2-10 had two options. One was to repair my existing one and the other was to give me a $100 credit back on a new refrigerator. That $100 credit back was worthless, in my opinion. It would have barely paid for anything to do with a new refrigerator. If they had a better replacement program, I would have been more interested in it. But here I am with a refrigerator that I’m fretting over still. I would tell my friends to definitely get a home warranty and I'd still recommend 2-10.

By the next morning, the house was back to 85 degrees. I called the contractor again and he came back out that evening. This time he stated that a duct had come loose and the unit needed to be reset again. He spent about 30 minutes in the attic and outside and we again had cool air pumping. This, however, did not last all night. By the morning it was once again over 80 degrees in our home. I contacted the contractor again but he was unable to come back until about 2 days later. Once he returned he stated that it had been our zone control board all along and it needed to be replaced. There was nothing else he could do. We received a call from 2-10 stating that the zone control board was not covered in our warranty, we would need to contact someone to repair this on our own.

We found a company locally who specialized in the type of unit we have and they sent someone out promptly. This new technician began working on the unit. Within about 15 minutes he came to us and asked with a bewildered look, "who did you have working on your unit?" He stated the previous technician completed rewired our unit and bypassed low fuses instead of replacing them which caused a transformer on the outside unit to blow. Granted most of the terminology used was foreign to my husband and me, the "repair" done by the technician sent out by 2-10 Warranty had to be corrected before the new company was even able to see what the initial cause of the issue was. It ended up being a component in the outside unit, not the zone control board. It ended up being a 2-day project and a hefty bill, with the bulk of the charges coming from the rewiring and corrections needed from the initial contractor.

When we contacted 2-10 about the whole situation it was a lot of back and forth. We stated how we felt that the portion of the repair caused by the initial contractor should be refunded to us. We were told that the $100 deductible would be refunded and that a review of the contractor sent would be conducted to see if he did something incorrectly. We were told by the representative that the process takes about 48 hours and there would be a decision made. I asked if there would be a fair review and if someone would call to speak with us about the ordeal or if I could call someone to give our account of what happened.

We had the new technician write a detailed statement of what he found and wanted to know how to get this information to the reviewer. She stated that the review would be done by a separate division and she could not give me a direct number but could provide a reference number. She assured me that someone would call us in regard to the review for the information. This was about 3 weeks ago. We had not heard anything so we called this morning to get an update. The representative today stated that there is no such process of review. He stated that there were no notes of anything other than the initial claim for the AC repair being denied.

He stated that we would need to contact the initial contractor directly if we want to correct this matter. After being completely taken aback, I told him that was completely different from what we were told and gave him the reference number for the review. He stated that it was nothing more than the initial claim number. We were completely lied to. Just told something to get off the phone quicker. No regard for the situation at all. We are completely done with this company. Not happy at all. We are due to renew in August. Needless to say, we will not be.

Original Review: June 21, 2018

Received warranty when I purchased house. Filled a claim online two months later when I found waste stack leaking in a few places. Very fast response. Was contacted by plumbing company within an hour. As it was Friday and appointment was made for the following Monday. Plumber showed up on time and very professional. Showed me what work had to be done then called the warranty with the quote. I could hear the entire call. The woman on the other end had no idea about plumbing and said this, but handled the call. After twenty five minutes and many repeated questions about the job as to what needed done... (Waste stack is what it says... The toilet empties into it.) Plumber was put on hold. After another ten minutes the rep got on and said they would pay for the waste stack for 140 labor and parts for a total of 290- 75 deductible.

Plumber said job required toilet needed pulled because stack was leaking where flange was so new flange was needed. This was denied as not needed. Again, this is a waste stack so the water on my basement floor was toilet waste. Sorry, not the time to fight with the warranty company as I needed this health issue fixed. I heard every word the warranty company said so this was not the word of a plumber. What a joke. I had him fix it (great job) and paid an extra 535 dollars.

Not one thing the plumber did was beyond the job of fixing the leak. He pulled the toilet, replaced the flange, cut out the leaking stack and replaced every fitting, four lines drain into it. Everything was cleaned up and tested, walking me thru every part replaced. I waited till I was contacted for the follow up survey, two weeks later actually, and decided to tell my story. Would I recommend the warranty to friends? Absolutely not. When it takes two weeks to see if a job went well I am pretty sure the company doesn't care if you were satisfied or not. And no, I am not satisfied.

I spoke with several people on the phone two days ago, and they are very pleasant on the phone, which helps me from breaking down. We are told someone will be in touch with us, and two days goes by and no one contacts us. The heat index is 105 degrees and the air is not fixed. After 20 days, they turn our case into an emergency situation... it’s 48 hours later from being an emergency, and we still don’t have air. I don’t understand how a company can just let customers like this suffer, and not go above and beyond to help.

This is THE FIRST TIME, we have had to use 2-10, and it is a horrible experience. I doubt I will use this company again, next year when we renew our contract. The agents are very friendly on the phone, but the way the handle and process is poor! I would not recommend 2-10 home warranty to anyone. They are obviously not carrying about their customers. My husband an I are so angry, our children and pets are extremely uncomfortable sitting in our 85 degree house all day. Terrible! And we still don’t have any idea when the unit will be fixed. I am so uncomfortable and exhausted from a lack of sleep, I am actually in tears while I type this message. 2-10, you are so far a terrible company. This post does not even deserve one star.

Then earlier this month 6/9/2018 I had my an HVAC guy come out and do the annual cleaning and check up. He stated at the time that I had three things that were about to fail! So I thought I would be proactive and set up a work order through 2-10 since I was still under warranty. 2-10's contractor couldn't get to my house until a week later. I set up the appointment with their contractor, but on the hottest day 6/12/2018 Tucson hit a record high of 107. Guess what decided to fail!?!? Yes, my AC unit!

Being that temperatures in Tucson would be in the 100's all week I called 2-10 to see if they could mark the request urgent and get someone out as soon as possible. They said there was no way to see if someone else could come out earlier without cancelling my current service request and waiting another 24 hours for someone else to call just to set up an appointment. They told me, my best bet was to use my own contractor and I could be reimbursed. So I opted to have someone out of network come to my home and fix the issue.

Fast forward to today! They informed me I would only be reimbursed $140 minus my $60 service fee (since that is what they would have supposedly paid an in-network contractor and I still needed to pay them for someone they didn't send out). The parts alone for my unit were about $200 at wholesale prices, not including labor costs. I paid about $400 total for my repairs and they only plan on reimbursing me $80! That is, if they ever respond to my email with proof of payment and diagnosis. It has now been 7 days since I asked for my reimbursement with no update on the status or when I should expect the reimbursement.

On the third try 2-10 finally provides me with a contractor that services my location. However, since now it's midday Wednesday, they won't be able to get to me until this upcoming Tuesday; well over a week since I filed my initial claim. And this is just for the first visit! Never mind if it requires parts to be ordered or other follow up work. I suppose my warning to anybody out there is to make sure to keep on top of all involve parties and don't trust that the process will move along without your assistance and constant engagement. As services progresses I'll provide follow up information.

Called again today, June 18, and after over an hour on hold (9:10 am to 10:18 am), finally was told by a rep in Purchasing the part had not been ordered, rep was now ordering it & it would 3-5 days. Completely unacceptable that I keep being told the order issue is fixed, only to learn that it hasn't. It's 87 degrees in my house at night, and I have yet another week to endure in June Arkansas heat & humidity. I am unable to speak to anyone but the basic customer service reps, if I can get through to one after at least half an hour on automated hold. 2-10 is completely failing me as a customer this summer due to their new ordering system change.

The gentleman on the phone was able to find the original order along with NOTES that had been taken from several of my earlier calls under the June 4 work order!!! I was asked if I agreed to the out of pocket expenses which I said yes to. And he placed the order for the compressor. Telling me that the contractor would have the part in 2-3 business days. Here we are June 14 and again after several calls trying to figure out what’s going on no one can find my work order. The women I spoke to the last time this morning was very hostile and kept telling me that there was no part ordered and no work order showing someone was out to my home June 4. I checked my email and gave her a work order. What do you know? She found it. The part was ordered and will be delivered to the contractor tomorrow according to her estimate arrival time.

And she got very rude saying they have 3-5 business day not the 2-3 like I was originally told. Well after counting out days to her we are on the 5th business day today. Had they had their acts together and not mishandled my entire work order and placed the order on June 4th I would not be having this issue. My AC would be fixed already. 2-10 is great at taking your money to renew contracts. Slowest most excuse ridden company I have ever dealt with. Not just on this order. It’s an ongoing problem. Contractors beware. They will try to throw you under the bus in order to not take blame. I will be shopping around for a more customer oriented truthful company.

Now both units are out and technician after technician say the best thing is to replace the units given the age and amount of repairs done. BUT 2-10 take over 1 week to process and review the ticket from the technician leaving me without any ac in 95+ degree heat. And their response is "We do not gaurantee timely response and fixing. This is our process." Well they did not tell me that when I bought the warranty. My electric bill is through the roof because of these broken units and still no response or recourse. Last year when this happened I was out of AC for 3 weeks! This is unacceptable and they prey on the weak.

Additionally, NO communication is being given to me from the company. I have to follow up every day with them to get any type of update. They state that updates are sent or calls are being made but I have received zero and have no missed calls - so they basically are lying. Additionally, every person I talk to says it is another departments problem - first it is claims management, then it is purchasing, then it is the contractor - with no resolution. They are rude. Very unprofessional. And worst of all not actually warrantying the items that I pay lots of money to have them warranty. HOT and ANGRY for being ripped off.

Updated on 07/03/2018: After complaining I finally got someone to call me back and got a "buy out" - which was so ridiculously small but at this point I just took it and replaced the units myself. It has now been 3 weeks and NO check. And I have called and left 3 messages and no response. This is their game - take advantage of those that do not have time or energy to keep following up. They owe me two buy-out checks and need them FedEx overnighted at this point. Plus should pay a late fee!

I also had a plumbing claim that was not fixed by the plumber that came home and after numerous phone calls, I told the guy to never come back. I then called 2-10 and I told them that the plumber misdiagnosed the issue. He was telling me that it was something that it was not. He just spent 20 minutes in my home. He didn’t even check everything properly. I hired a private plumber and the guy told me everything that I need to do. He told me that if I do it, it’s gonna be very expensive. He basically gave me the opportunity to do everything myself or he can do it. I told him that he can do it.

So I went to Home Depot and purchased the parts that he needed, and then he did the labor. Previously, I had a premium faucet. It was a $300 faucet and 2-10 only offered me $60. I told them that they cannot give me $60 for something that I already have and that is a $300 faucet. And they told me that’s how much they're paying for. So I said that the first plumber misdiagnosed. There’s something else happening. Long story short, I paid out of pocket. In closing, besides those two claims, everything has been good.

The last person, I spoke with today at 2-10's 800 number sounded like he was just reading a pre-written spiel, talking over me, did not even read the notes on my claim/previous phone calls, to get himself up to speed on what has already transpired. I asked for a supervisor, someone else who can DO something. This person just repeated himself and said he cannot transfer me to anyone else, and that there is NOTHING that can be done at this time. BOTH the contractor and 2-10 share the burden equally in providing the appropriate service. You can't insist it's the contractor's fault for the delay-- you need to do SOMETHING about it! Thank you, Ricardo, for making me realize 2-10 does not give a ** about its customers' situation. Very, very frustrated and I cursed as I hang up!

I cannot believe that a company can allow a family to be without air conditioning in our humid temperatures here in NJ. There have been days reaching 90 degrees here. They have offered no recourse. We just talk to customer service people who read from a script and can do nothing to help our situation. My family has allergies and not having air is starting to cause health issues. My husband has taken several days off from work to have contractors come and spent time away from business on the phone explaining our situation over and over. We want answers from the management of this company and restitution for the wait and stress this has caused us. This is abuse as far as I'm concerned!

Called 2-10 and spoke with person at call center who reviewed notes in ticket. At first he acted like they were waiting on the service tech to replace the parts. I indicated I had spoke to the service company already and told him what they told me. Magically he then found that indeed they had informed 2-10 and that 2-10 was looking through their broader resources for applicable parts and I should get a call within 5 working days with a status update. Again no contact. I called 2-10 again. Told the person at the call center the story. They transferred me to their purchasing dept. who explained that the information should have been forwarded to their back office but wasn't, so she would make sure that happened and I should get a call in a week or so.

Did get a call and tech came out. Similar to other reviews tech said they told 2-10 they should replace but 2-10 said repair. Tech also said parts 2-10 sent were not designed for this model and may not work at all or may not work correctly. He put parts in but compactor still had problems so he needed more parts. Another week or so and tech came back with a new motor, again not designed for this model and may not work. Still did not work. He called his supervisor and finally with my permission he asked if he could take the unit to his shop to finish the repair. It didn't work anyway so I said, "Sure, take it."

A couple of weeks later he brings it back, I install it back in the cabinet and everybody is happy, or not. When we finally get enough trash in it to use it makes a horrible noise and doesn't compact the trash. All I can say is I am so so glad it isn't the heat or air conditioner that is out, could you imagine going a couple of months with that not working like some other reviewers have endured!? So suffice it to say that my customer experience has been so far from satisfactory as to be of the scale. For me there has been virtually no value to this service contract; it has cost me the $75 service fee, as well as considerable time dealing with the continuing issue.

I dispute this amount and my contract says "we will engage in a commercially reasonable dispute resolution process of your choice." When I asked supervisor Oscar what this meant I was told it wasn't worth filing and he guaranteed that nothing would change. He said he didn't know what "commercially reasonable" meant but if I sent an email, their "dispute team" would review it. So no one outside their company is ever involved and I have been guaranteed nothing will change. I was told by salesperson Katrina ** that I wouldn't be jerked around over it being an ancient unit and the warranty would protect me from having high costs if anything failed. So I have spent hours on the phone, mostly on hold, to get $65 toward replacing my AC. It seems they get away with cheating customers and I would never use their company again.

I am beyond frustrated with 2-10 and Goodair for their lack of action and follow through on a broken oven that's been reported for work for two months! It's like they're trying to wait me out because they know I'll have to buy one on my own. I think this has amounted to breach of contract for failure to provide repair services that I've paid for in the contract and with the hundred dollars I had to pay two months ago! Serious inconvenience for two months and still no sense of urgency from 2-10 or their silent contractors that they fail to adequately filter and control.

This is where the story gets crazy --- The technician with Solutions Heating and Air came out, knocked on the door, went around back, had me sign the digital receipt for our $75 service fee, and left. Total time from pulling in and pulling out was not even 15 minutes... I'd say maybe 11/12 minutes? I asked the technician what the issue was, and he said he only needed to add 2 pounds of freon. I then asked him if he needed to test our system or come inside to look at our thermostat, to which he replied "no, the temperature should come down in the next few hours, and if it doesn't, just call back tomorrow and we'll come back out."

I then asked if he had a work order or anything for me to sign that reflected the work he performed to which he replied "no, we just send our paperwork to the warranty company." What sort of professional establishment is unable to provide a signed work order or detailed receipt of some sort? He couldn't even provide me with a digital receipt for the service fee. He asked for my email, put it into the payment cube system app on his phone, and that was it. I told him as he was leaving I didn't receive the email and he nonchalantly replied "just wait a little longer."

Now, I knew this company was a sham! You see, we had our unit serviced by a wonderful company last year, Kovak Mechanical, that had to perform the same service as this company, and their technician was here for about an hour and a half total. He added freon, checked all lines and ductwork, checked filters, double checked the system portion in our attic, tested not only the unit itself but our thermostat as well... He was also professional, was able to provide me with basic paperwork such as receipts and a work order, and most importantly our air conditioning unit WORKED! We noticed a temperature difference within an hour.

And Solutions Heating and Air was in and out in less than 15 minutes? We were scammed for our $75 service fee! The company would not answer nor call back the warranty company or myself. Needless to say, our AC still didn't work the next day... So, the next day, I called 2-10. I explained what happened with the company they originally dispatched. Our account was noted. We were apologized to for the inconvenience, and they dispatched a second company to come out and evaluate our system. The second company, Efficient Cooling Concepts INC, was able to get us scheduled that same afternoon due to a cancellation in my area. Their technician came out, performed his job thoroughly, (ended up having to thaw out our lines and add a few pounds of freon) and had our unit cooling again the same day. Great company, wonderful techs!

Although the tech got the system working again, his repair job lasted for about 2 weeks. This past Thursday evening, 5/31/2018, I noticed the temp in our house jump up a couple degrees. Sure enough, come Friday by 10 am, our house was 88 degrees! I went to my customer portal, dispatched the company again since it was the same issue. Efficient Cooling came out quickly. The tech was here for a couple hours troubleshooting everything. Diagnosis was a system replacement. There is a valve that has gone bad that is not allowing the refrigerant to be pushed through our lines to allow for cooling. the parts are obsolete because of the systems age.

We received a phone call to approve $704.59 overage charges for the installation of the new unit and coinciding parts. We agreed. The 2-10 rep who had us approve the charges told us our new unit should be picked up from the AC company soon, and to allow 3-5 days. We did that. I waited 5 days to be nice. Today, the 5th day, I called the AC company to check on the unit and to see when we'd be scheduled for installation. I was promptly informed that 2-10 called back immediately and cancelled the install and is looking to repair an unrepairable unit versus replace it. The company said no, they would not perform the repair as they could not be certain it would fix it. I called 2-10 immediately to complain and see where our resolution lies... I was informed that they were "sorry" for the lack in communication and that it is definitely a "coach-able" moment, but that they wouldn't be able to help me at that time.

They want to send out another company for a second opinion, after all agreements for an install have been made, and have them re-diagnose for a repair?!! Obscene... This whole situation is obscene. So then what? Wait to be scheduled with another company again (and lets hope they don't scam us for a service fee), wait for that company to send/submit paperwork, order parts to ATTEMPT repair (Keep in mind, no AC through this whole process), and then if that doesn't work, then order the install (of which you have to wait a minimum of 3-5 days before a unit might or might not be picked up), then wait for the cooling company to schedule us, and get it installed? That's like another 2 weeks and we haven't even reached a resolution yet.

I just received a call back from some other guy who just kept apologizing saying he was sorry and that is their only option. I find that hard to believe. Not to mention, I've held up our end of the deal as a consumer/customer. Our account is paid in full. I already approved the overage charges for the install, of which 2-10 called to obtain. And I waited the requested 3-5 days before even contacting them... In hindsight, I should've stuck with my gut and called earlier. You just can't lead on good faith anymore.

Essentially, 2-10 made an error. They should have received the second opinion they now so desperately have to have before agreeing to an install and having us approve charges and a waiting period. Furthermore, we should have been communicated with and should have been told about the cancellation of our work order. To just be left in limbo is incredibly unprofessional. The way they are demanding it has to be done at this point, is a backwards correction of their error and they want us to essentially just eat the wasted time on it?

Oh, and to top it off, the guy I was just speaking with, who said, yet again this was their only resolution, transferred me back to the main queue when I asked to speak to a manager. I will escalate this as high as it can go at this point... reminds me of AT&T's customer service. So here we are, I have to get my kids to lessons, so I have to take a break in my "work", as my work day is now a dealing with warranty and AC company day, instead of actually working. I still have no resolution, was essentially hung up on, originally scammed, misinformed, not communicated with... And still have NO AC WITH 2 SMALL CHILDREN AGES 2 & 5!!! I've put in more than my fair share of effort. I will continue upon my return. Hopefully I don't get transferred to a queue that can't help me again. I would be more than happy to update my review with an install resolution from 2-10 to the originally agreed upon terms. Please feel free to review our account notes.

Every time I've called in to talk to someone, I'm told the only way to dispute it is to pay out of pocket for a second opinion, even though we've already had two opinions, thanks to 2-10 requiring it. When I attempt to ask for a supervisor, I'm on hold for 30 minutes at a time and then "disconnected." So now I'm out the $485 for the warranty contract, $100 for a service call, and the $1500 to repair the unit, and the fear that this replacement part won't solve the issue so in another month, I'll be right back where I started. There's absolutely no point in having a warranty if they deny every claim and won't cover anything. The customer service department is appalling, the supervisors I spoke with were all condescending, and the company should be ashamed of themselves.

The claims process is not easy for me. I’m a seasonal visitor so I’m not there all the time and sometimes, they can’t get me people when I need them. And also, I had different experiences where I’ve had to go through four different tradespeople to get the job right. Once they get there, they would say they don’t work on the type of stuff even though I told them what it was. But for the most part, the contractors I’ve had to deal with had been okay. There has been some no-shows and right now, 2-10 keeps sending us stuff but we’re looking at other options.

This is the second time that this has happened because the same thing happened with my microwave. The one that they approved me for did not have the same specs with the one that I previously had. So, I need to call them about my claim on my refrigerator and do some research. I'm also not thrilled with 2-10's fees. So, I was with them for two years and I’m not with them anymore. I didn’t renew my contract.

2-10 said that they won't be responsible if the glass breaks. I told them that they should be careful as possible not to break it and if it breaks, they don't have to replace the whole cooktop, just the glass that breaks, but they said that the ignition issue is pre-existing and they won't cover it. It's ridiculous because that’s the reason why I bought the home warranty.

In addition, the technician came out twice and to get him to go back, it took two months. When I called two months later after the first visit, 2-10 said that they don't have anything on their records. The technician never submitted the diagnostic of his first visit and they also said they had no control over the technician because they were third-party contractors. So, the technician went back mid-April because he said he was gonna simply replace the knobs that were broken. He said that the warranty may not cover it because they were pre-existing but I said that they're knobs, and if it's broken, it's broken. Not until I complained with the 2-10 customer service that the technician went back and delivered the knobs. He also said that there was an ignition switch short, so he was gonna order it and it would take a week. It's already been three weeks and I have yet to hear from him.

I told 2-10 that if they don't wanna fix the cooktop, think that the issues are pre-existing and they can't give me anything or replace it, they need to let me know so I can cancel the service. They said that they will make an annotation and told me to let the technician fix it. We bought the warranty in February and we're already in June and they haven't fixed the cooktop. The longer it takes, I'm only getting a prorated return of what it cost me if I decide to cancel it. I’m not satisfied with 2-10.

After that, I had a claim on a separate AC unit and they covered a part of it but they sent a really bad contractor out there. He had discrepancies with the work that they were supposed to do versus what their contract from 2-10 said they were gonna to do. So 2-10 was gonna send a separate contractor and they did but that contractor has not fulfilled the work yet either.

My frustration was with everybody because when they installed the water heater, there were multiple aspects of the job that were not covered. And then, when I ended up paying out of pocket, it was still leaking and I called them back a second time. I had a fight to not pay the $100 because it was to fix what they didn’t fix and then it was leaking again. The guy looked at it was like, “Yup. It’s not really leaking. $100 please.” It took 30 seconds and he charged me $100 and then tried to leave. I called to complain and nothing happened on 2-10. It caused us to ultimately end the agreement and move our business elsewhere.

After scheduling multiple different contractors once will finally come next week only because I had a rude conversation with a woman at 2-10 that told me I am not in a rush because I don't live in my home. Where they received that information is beyond me because I have no idea where else I could live. No rush? I really do not enjoy living in a home that's 90 degrees inside. Terrible experiences terrible customer service and above all terrible technicians. Oh, apparently even if you have a complaint for the same issue that they fail to repair, they'll charge you the deposit a second third and fourth time, even when they say there is not.

Updated on 07/13/2018: Submitted my initial work order for my air on May 12th. It's currently July 12th and my home still doesn't have working air conditioning. My experience: Setup appointment no contact for a few weeks. When a contractor did reach out they never showed. A different contractor comes out replaced the blower and stated that's all he's willing to do. A/C still not fixed, so someone different comes out. My refrigerant on my 30year old unit is low. A simple google search tells you that low refrigerant means a leak, however his 5minute visit obviously didn't allow him to perform a leak test, instead he illegally (that report being filed against 2-10 after this with EPA) added more r22.

Again my unit still isn't running so I call again, and after a period of time I never got scheduled again. 2-10 likes to use the phrase (I've heard numerous times) "this is a busy season for contractors so we need to wait another couple days". Finally, I called a technician that doesn't work with the company. The company answered the first ring and a repairman came the next day. After his initial 3 hour visit actually inspecting my unit he advised me that he'd need another appointment because of test he needed to run. He came the following day ran his test made a diagnosis, in which TWO contractors from 2-10 couldn't make.

My contractor advised my unit has significant leaks and parts are discontinued TEN years ago. He advised my 30 year old unit needs replaced and that my ceiling will begin falling in soon, and that if repaired that during the winter my home will either A. Leak gas and kill us or B. Catch my home on fire. I contacted 2-10 and they (Mariya) advised they'll find part to fix the AC and if one is found they would not fix heating until it's needed. They also advised that if it cost too much they would "buy out my contract". I thought the purpose of this warranty as advertised was to fix or replace, not to risk my life or buy me out because you don't want to hold up your end of the bargain. I've learned a few things. This company contracts the bottom of the barrel, they'll prolong an issue until you give up and fork over your own money, and they rather you die before replace.

Their contractor was A/C Doctors and I was very impressed with them. It took a long time to get the part needed, and it was over Christmas and there was no heat in one part of the house, but they did everything they could. And in terms of the diagnosis and the installation, that contractor 2-10 used was excellent. I’m happy with my experience.

2-10's service contractor came out and confirmed what my contractor stated. I received a carbon copy of what I can only assume he gave to 2-10 Warranty. From that info - model and serial and description of the part I was able to find the manufacturer and the part in 5 minutes on the internet. Given the ease with which I found the part I assumed I'd be hearing shortly from 2-10.

On my 9th day of waiting I called 2-10 to be told they had the wrong model number and had been looking for a part for a boiler not an A/C. They said they'd been trying to reach the contractor for clarification and that they were actually on the phone with the contractor at this very minute. Imagine the coincidence. I figured I'd let them do their work, clear up that it was an air conditioner and then find the part I needed. I called back late the next day to get the same story. 2-10 has been trying to reach the contractor and until they do they can't get the part number. At which point I decided to call the contractor to see what the problem was. He, the owner, told me he had personally spoken with 2-10 on 4 different occasions. He had corrected them on the boiler - A/C mix up early on and he couldn't fathom how that mistake was made in the first place.

The contractor warned of the runaround I could expect and advised me to be very aggressive with them until my needs were met. I called 2-10 back right after this call to report what the contractor had told me, that the breakdown was on 2-10 side and that he'd been quite clear re: the model, part and part number. I was then told that the part was not carried by 2-10's part supplier. What does that mean?!?! If 2-10 can't find a $1300 part then my warranty is voided? I called 2-10s purchasing dept and went online with the rep (who was obviously just a guy from the calling bank and not an actual purchaser). I showed him the manufacturer's website, the A/C model and showed him the pdf where the part was listed. I also gave him the phone number for the manufacturer's parts dept.

I assumed that given the mistakes 2-10 had made so far that my case would be expedited. So 4 days later I call. It has now been 14 days since the 2-10's contractor visited and told me I would have an answer from 2-10 in 5 days. I'm without A/C and 2 little kids in the house where it has 90 degrees inside the house at 8 pm. I get on the phone with another purchasing dept phone answerer who reads over the, in her words, "very detailed notes" and that I can expect to hear back from 2-10 in another 2-5 days. I asked her if there was any way to expedite because at the fault of 2-10 it has already take too long. She gave me a curt "no" and I told her I'd ring back in 5 days. So I patiently wait to see if 2-10 will take onus for their mistakes and handle this in a professional manner going forward. I’ll adjust my review to reflect the level of service I receive at the conclusion of this ordeal. Stay tuned...

He caught me off guard there for I deemed it to be entirely too long of a time, given the amount of time it took to get him to the house to actually assess the problem. So I was disappointed in the contractor’s services and when I expressed my displeasure and asked 2-10 if we could have another contractor do the repairs, we were told no. So I went out and purchased a dishwasher and installed it myself just to expedite things because at that point, we were going on a month and a half with no dishwasher. They gave us a buyout on the dishwasher where they give us a check for the cost of the materials. However, we did not get our deductible refunded. All in all, while the first time was awesome and wonderful, we were disheartened the second time. Unfortunately for 2-10, it depends on how good the contractor is that they’re using and it made a big difference for us. It made us decide not to renew our contract with them.

The customer service agent never entered that I accepted the costs. I was told the new unit would be in 1-2 business days. I called both the contractor and 2-10 on 5/22 to see where my new unit was and was told it was never ordered because I had not agreed to pay, which is total BS. The unit was finally ordered and again was told 1-2 days. Called again on 5/24 and still no unit. Now told by one person 5-7 days and another person the warehouse is suppose to have a 48 hour turn around. This company has taken my money every month (I pay monthly) for 10 years and now that I have a claim I keep getting the runaround, this is totally unacceptable. I was suppose to hear from this morning and still have heard nothing.

Before choosing 2-10 make sure to research every company out there. Although, unfortunately, several people have told me 2-10 is one of the best, but it seems like they want to drag things out that is going to cost them money. I live in Arizona where the temps are already reaching over 100 degrees and yeah A/C is important, people die here every year from the heat.

Updated on 08/01/2018: Finally got the home warranty company to replace my 12 year old AC Unit, but have had nothing but issues ever since. Tonight makes my 5th call for AC Unit in two months. The company they keep sending out just keeps changing the same part and we are lucky if it lasts 1 to 1 1/2 weeks without shutting the whole system off. 110+ Degrees in Arizona is not fun. Last time it went out my animals almost died because it was a weekend and they didn't want to come out. Now my AC Unit is running without shutting off and not cooling the house. We have junk equipment that is suppose to be 2 months old and the warranty company and the company they keep sending out will do nothing to fix it. Hopefully when the Attorney General's office gets involved my issues can be resolved. Find another warranty company.

5/16 – I call LCB repeatedly trying to get anyone to answer the phone. Someone finally answers and tells us that the parts were ordered and they would let us know when we get in. 5/18 (Friday) – We are called by Trevor from 2-10 who speaks to my husband Jacob. He informs us there are some non-covered items and proposes a total payment by us of somewhere around 1200. Informs us that the air handler on one unit needs replaced, and the evaporator coils need to be replaced on the other unit. After some back and forth, Trevor puts Jacob on hold for upwards of 30 minutes. He comes back with a “better offer”:

1. Buyout: $1345 for the air handler and $1104.47 for the coils (total of $2449.00). 2. Repair: $218 for the air handler and $160 for the coils. (total of $378 plus the $100 deductible). 3. Jacob asks him at least 3 times if there are any other costs, and is assured that there are not. The total would be $378 and that LCB would be calling us to set up an appointment. Jacob tells Trevor he needs to discuss with his wife and again asks if the notes for the work order indicate the pricing that Trevor gave us will be visible when we call back. Trevor assures Jacob that it will. We discuss and budget the $478 ($378 for the repair and $100 for the deductible) and call 2-10 back to agree to the amounts we had discussed with Trevor.

4. We call back and speak with Jessica, who at first cannot find the amounts listed. She finally finds the amounts listed on the 2nd work order number (it appears the original work order has now been closed). She reads the amounts back to Jacob and Jacob again asks if there will be any other prices. She assures us that the $478 ($378 plus the $100 deductible) will be it. She says that LCB will be in touch with us on Monday. 5. She says the parts will be ordered and LCB will contact us on Monday. (NOTE – we were told by LCB on 5/16 that the parts were ordered already).

5/23 (Wednesday) – LCB contacts us and lets us know that they have scheduled the repair installation for the next day 5/24. We get an email and text messages confirming this at 2:45 pm. The scheduled time for arrival is between 8 am and 10 am on Thursday the 24th. 5/24 (Thursday) – 1. LCB contacts us at 9:45 am via telephone and lets us know they are on the way and “will be there shortly”. 2. At 12:15 pm (2.25 hours after our initial appointment window ended) LCB shows up. 3. Jacob attempts to verify the amounts they have on their paperwork with the amounts we were given. There is a major discrepancy. LCB shows we owe $1170, and not $378 (a difference of $792). LCB calls 2-10's contractor services and speak with Jocelyn. Jocelyn informs Jacob that more parts had to be ordered and it was going to cost more.

a. At NO point since the original conversation with Trevor/Jessica on 5/18 did anyone call to inform us that there were other parts needed and additional money would be owed. b. We agreed to repair based on the $478 ($378 plus the $100 deductible) and budgeted for this. c. Jocelyn informs Jacob that the repairs cannot be done for this cost. d. Jacob sends LCB onto their next job, as no solution has been reached.

4. At the recommendation of our realtor (Lisa ** of Harris Homes/Keller Williams) we reach out to Kai **, Territory Manager for 2-10. During this conversation, he states that “sometimes there are other costs” and “I will have to pull your information when I get back to the office I am driving now”. Mr. ** asks me to text him our address. I text him our address (1:31 pm), as well as my husband’s name and phone number so that he can call Jacob if needed. At 3:05 pm, I again text him and ask when someone will be in contact with us.

i. He writes back “should be today, I spoke to the admin at low country and she was going to speak with the technician. Customer experience is ** or cexp@2-10.com”. b. When pressed on the issue that the customer experience phone number is simply an answering machine and that I expect some sort of response, he responds with: i. “I’m going to have to allow them to review and contact you, I don’t have access to claim notes”. 5. At of 10:45 pm when my husband Jacob and I went to bed, we had not heard from anyone from 2-10 HBW or from LCB.

As of 10:45am on 5/25 – we still do not have air conditioning, nor have we heard from anyone at 2-10 HBW or LCB HVAC. We have 3 children, and 1 pet. We all suffer from allergies, which are aggravated by having to have the windows open constantly in an attempt to keep the house cool. We live in the state of South Carolina, where temperatures often reach the mid 90’s in late May and early June. The treatment we have received from 2-10 is completely unacceptable and extremely unprofessional. I am currently (as of typing this) on hold with the "customer advocate team" trying to get them to answer the phone before we escalate this to the BBB, and emails to the CEO.

The reps I've spoken with have always been very professional. The last gentleman I spoke to was very informative and at one point, he left a 15-minute long voice message to thoroughly go over everything that was needed to be told about a water heater replacement. Some of the vendors have been interesting individuals but in the end, the contractors always completed the work satisfactorily and I really appreciated that. I would definitely recommend 2-10 Home Buyers Warranty.

12 hours later, I got a call from 2-10 saying that they couldn't get those parts. So, when that became clear and that they weren't gonna mess around with it for a long time, 2-10 helped and gave me money to get a new washing machine to start washing clothes again. I was pleased with that and I thought that was great. Overall, my experience with 2-10 has been excellent. They have excellent value and good service.

Upon sending the findings and estimate to 2-10 Home warranty, they quickly denied the claim for the same reason Stacey mentioned, the coil couldn't have possibly leaked in the amount of time I had lived there after closing. The warranty went into effect on the date of closing and the plan purchased covered the claim filed. I explained this to the representative on the phone, telling her it doesn't matter if it happened 1 day after the policy went into effect or 360 days. The warranty was purchased to protect my investment and they flat out would not honor their own warranty. After the initial denial I called the inspector back that performed the inspection and he stood by his work and that the warranty should cover the claim.

I also spoke with the previous home owner and realtor upon the 2-10 representative's advice, upon which both were furious that the warranty THEY purchased would not stand behind them. I again called the contractor and filed another claim to which he enlightened me on a little 2-10 Warranty know-how. He has obviously dealt with a lot of warranty companies and said the 2-10 was by far the worst at getting things done. He mentioned that all they want is for people to renew the warranties year after year without actually providing any service, especially with A/C units. He said this because in 2020, the government is going to stop companies from making refrigerant-based systems making them eco-friendly.

This means there will be a lot of people having to replace the current systems once they go out and he said 2-10 will continue to deny the claim based on this and that I should let this warranty run out and then purchase a warranty with another company that will fix my issue. Basically I have read several reviews on here and most dealing with A/C units are not getting results. Stacey from Carolina had the same problem I did and also recommended not to go with this company. I am extremely disappointed with their decision not to stand by their policy and I would definitely not recommend them. I have repeatedly called them on this matter with no help from any representative on resolving the issue.

I talked to a rep over the phone to file the claim and when I told her about the food I prepared she reacted as if it was not her problem. I know that she didn’t care because it wasn’t her food that went to waste. I work with customer service so I know all about customer service and I do want the person to come back and treat me right and not just treat it like it's okay and brush it off. Nothing was freezing and getting cold. I took the refrigerator over with me when I got the house so when it threw me off when it went out. On top of that, I really did not know because I did not see it leaking out. I opened it and everything had melted so there wasn't even a way for me to save the food even if I could transfer. The tech took about a week before he came out and he was awful. But he came in and he fixed it out and even told me how much food I wasted.

I had no cold water in the washing machine valve and at the same time the garbage disposal went, so it would cost me $200 to have the same guy at the same time to look at both. And as far as repair work, unless it's a brand new house, everything to me is pre-existing so it doesn’t make sense. This is a 12-year old house and it needed many repairs that we did not know about. I understand the concept of having house that’s not brand new because they tell me it's pre-condition. But they may wanna change their policy about that preexisting because if it's warranty, it's warranty. How would we all know what's behind the walls?

I called 2-10 and they happily made the change. Suggest they have some additional information on their website pertaining to this-or, if it’s there already, that they make it more clear. Service call occurred, leaking coils discovered. Received initial call from 2-10 that repairs were approved. Moment later received the call retracting the approval and outright denying any coverage at all due to “sizeable leaks that could not have occurred within 6-weeks of the warranty’s effective date which means the units were not in proper working order at the time the warranty was purchased.” Apparently the fact that a legitimate and legal home inspection occurred and the AC system passed has absolutely no bearing on the decision to deny coverage.

In calling 2-10 back, the representative I spoke with went so far as to suggest that the inspection was wrong and that I should contact the seller to take this issue up with them. Moral of the story... if you are not an expert on any system that your 2-10 warranty covers, you might want to have an expert come in to verify that your system actually is in perfect working order before you spend money on this warranty. Since a home inspection report doesn’t count towards your claim, get your ducks in a row with expert validation or don’t spend your money on this warranty.

One of the recent times that I needed a contractor to come over to service my HVAC, the contractor said that he needed some new part. But since it wasn't broken yet, 2-10 wouldn't allow it. The same thing happened the next day and it broke again and they had to come back. It was just a waste of time, and that could have been avoided. It could have been more streamlined. Other than that, the claims representatives were very helpful, and the contractors seemed knowledgeable and they did a good job.

It was the second time they had to come out for it. I told them that my husband had COPD and they were very helpful. They got the work order out within 15 minutes and the company was back the next day. The air conditioner is working but we will be needing a compressor, and 2-10 hasn’t gotten back to us yet if they were going to pay for it. But the communication levels are very well. Every claim I’ve put in, they have been taken care of except for our microwave. They explained that the homeowners had the microwave built-in but it was not a built-in microwave so we weren’t able to get that taken care of. But other than that, 2-10 Home Buyers Warranty is worth it.

After being placed on hold again she informed me that the denial of my claim had been overturned and they would fix 1 out of the 3 appliances. The representative contacted the contractor who did the inspection while I waited on hold and they ordered the parts to repair the dishwasher through 2-10's purchasing department. Fast forward to today, which is 13 days later, I called 2-10 to get an update because I have not been contacted to schedule the repair. I was informed by 2-10 that even though they had previously overturned their denial of my claim, corporate had then overturned the claims department decision to fix our dishwasher.

We were given no notice that this decision had been made, and the representative I talked to today made no effort to remedy the situation. I asked for a corporate contact number and was told they didn't have access to a contact number and would not provide one. This has been the most frustrating customer service experience in recent memory, and I will be seeking to cancel my warranty.

Last year, I had a property that had an air conditioner that needed to be fixed and it was a runaround trying to get somebody out there. Then the contractor that they assigned kept telling me different things with the part, either it was in or it was on order. It was in the summertime and it took over two weeks. I wouldn’t recommend 2-10 Home Buyers Warranty.

Per our contract under plumbing, under covered: INCLUDED: Toilet tank. Per our contract under EXCLUDED and given as the reason for denial: "Water residue or insufficient capacity loss arising from porcelain chipping, cracking, dents or other externally caused physical damages". Our claim was for a new toilet due to cracking on the tank NOT a request for a new toilet based upon water residue or insufficient capacity loss. Also, there is no evidence of externally caused physical damages. We are currently seeking our options for a mediation company and researching a new home warranty company. Do NOT do business with 2-10 Home Warranty company. The contract is worth nothing when your claims are denied. Thank goodness for USAA Homeowner's Insurance that actually covers you when you need it!

I've been without AC for weeks now, as the original contractor (iDOVE) refused to come back out to fix the issue, and the second contractor (Hynes Heating and Air) who was assigned to review the new issue and fix, never submitted the official report and stopped accepting phone calls from both 2-10 and myself. I filed several complaints with 2-10 on this and they gave the contractor an entire week to respond, and asked that I be patient while it's 90 degrees outside with no AC! They never responded and I had to finally request that 2-10 assign to someone else.

I've had every contractor that has come out tell me that 2-10 pays the contractors horribly and that's why they're not able to get good contractors to complete the jobs right and provide an expected level of professionalism. Once I finally get this issue resolved, I'm going to do my best to get out of my contract and go with another home warranty company. I would not recommend them if you're looking for professionalism, prompt action and qualified contractors.

I finally called a plumber myself as the plumber they assigned (after I submitted an online work order) never called within the timeframe. Now I cannot submit my invoice. Please tell me how to submit my invoice for payment. There is no information on your website on how to submit my invoice. I was able to contact your "chat" but was referred back to your website which was no help. Please help.

Upon talking to the representative, we were told that there is NO SERVICE ORDER reported for our AC unit! Needless to say, my husband and I are furious because all of this time, my asthmatic child and myself with medical issues are SUFFERING in a home with the thermostat reading 84 degrees!! Apparently this guy who came out for the service call just "stole" $100 from us because he never reported the service call to file a claim for repair of our AC. So as of today, our attorney has been contacted and we are taking legal action. We are cancelling our contract and will NEVER advise another homeowner to use this company. (Just got a second opinion from a different HVAC company, the unit does not need a compressor, it was something else!) Another insult to injury.

Accent Heating and Cooling (newly assigned contractor) was extremely professional on the phone and was able to come to the house on April 23rd. The contractor was professional and personable and said that some major parts had failed on the outdoor unit as well as the inside air handler. The contractor sent 2-10 the invoice with the recommended parts needed the same day as the diagnosis which was April 23rd. I called 2-10 to follow-up on April 25th and April 27th which resulted in conflicting information being given to me in regards to the parts that were requested. Somehow both phone calls I had to be transferred numerous times and was even told they didn’t show any work request!!! I contacted the contractor and he even stated he had tried to request the status of the parts and he was told they don’t know why parts haven’t shipped to him.

At this point, I was given different answers, no answers, and the contractor was as confused and frustrated. I called 2-10 the following week on May 3rd, and spoke with the Purchasing Department. They stated that parts are being shown as being ordered but they don’t know why they haven’t shipped. I was told they would send an email when they would ship... no email. I again called on May 4th and spoke with a Supervisor who understood my frustrations with no answers and no service up to this point. She reimbursed the initial service fee of $100 as a courtesy which was nice but that did not solve the problem. She assured me that she will be following up next week to get to the bottom of all the “round-about” answers and lack of answers of where the parts are and if they have even been ordered.

I again called on May 7th and they stated the parts have been ordered and a tracking number has been made and they should arrive to the contractor on May 9th. Guess what, May 9th came and I contacted the contractor and he said he received 1 of the 3 parts by mail. He said he called 2-10 asking where the other parts were and they didn’t have an answer. I immediately called 2-10 and they stated they only show 1 part being ordered. CRAZY! I was told, yet again, they would be following up.

It is now May 11th and I contacted 2-10. I spoke with Fran who said she shows the 2 other parts were canceled at some point but couldn’t tell me when and by who. HOW DOES THAT EVEN HAPPEN? She took a few extra steps and forwarded my claim to “the back room” which apparently is “rare” because they don’t usually do that (according to Fran). I was told by her that they would be contacting the distributor and they would call me tomorrow.

Well, tomorrow is Saturday so I demanded this be taken care of TODAY. I had to remind her this is 3 days short of 1 MONTH OF NO SERVICE. Fran called back within minutes and stated somehow the order for the other 2 parts was canceled and they are working to get those parts shipped from the distributor by Monday. By then, it will be over 1 month since the initial service request and still no fix to the HVAC. This is UNACCEPTABLE with paying over $500 for a home warranty that has failed to provide service in a timely manner.

I've had a couple of issues with contractors that they used, but that’s not necessarily 2-10’s fault. If the contractor starts getting sloppy then you just tell them and they’ll dismiss the contractor. I had some issues with the air conditioning unit and people using duct tape and not doing what they're supposed to do, but 2-10 worked through that and made it right. Other than that, I've always had great service through the contractors and I don’t have any issues with 2-10 as a company and as a whole. I would recommend 2-10 Home Buyers Warranty to anybody that asked. People need to do their own research and make sure they're selecting a company that meets their individual needs. It’s up for renewal in a couple of weeks and when we signed up a year ago, we did the basic level package and we didn't add on anything, so what you get is worth it as far as being what you can.

The guy came out here Monday so the last four times with his visits I had either been in the heat or in the cold. And so finally she told me this weekend, "See if you can find somebody out of the network. They would just have to call us first and get an okay." I couldn't find anybody who do that. Nobody dealt with 2-10 Home Buyers Warranty. So even though I pay them all every month, I'm to the point now where I'm trying to find somebody to fix my air before I get sick or before my family gets sick from pooling with the heat. I'm very dissatisfied.

But I'm still needing to contact them about reimbursing me on one of the claims. Usually they had been paying the client, the vendor or the contractor that had to do them but because I had to reach out and find someone on my own this will be the first time to reach back out to them to get a reimbursement. I'm dissatisfied with the experience right now.

I tried to get 2-10 to take care of business but they were very unhelpful. I was kinda on my own, which was why it took so long. The customer service that I talked to was amazing and really nice. She was doing customer service, which they were supposed to do. She connected me to somebody else to make it happen. The guy who happened to be above her said, "No. We're not paying for that. We don't pay for that. We're not gonna do it." And she had already told me the service call would be on them. I had American Home Shield at my previous house and they did a better job than 2-10. So I was like, "Well, I would go back to them versus this company."

Anyway, fast forward a few days and our A/C stopped working again. The contractor came back out, but this time he said it was the coil. He ordered a new coil, we waited 2 weeks, he came out to install and realized he ordered the wrong size. He said he would take it back and just exchange it. A week goes by and he finally goes to do that. He then realized the part is hard to get and it would take 2-10 at least 5 more days to find the part. Well we live in Atlanta where it is 85 degrees and I have a 2 year old sleeping in a space with no air. Waiting more time was not something we could do. We opted to pay to replace on our own where we found out the contractor had messed up our ductwork around the furnace. That was $300 out of our pocket we should not have paid.

Save yourself time and money and just do not use 2-10. I cannot say for sure that they are the issue. The issue could be the contractor. Either way 2-10 hires the contractor so it is still their issue to fix. 2-10 has also been less than helpful in fixing this issue. They don't seem to care about negative reviews and just go back to their disclosures. They are not customer friendly and just result in added frustration."