2-10 Home Buyers Warranty Reviews

Their reasoning claims their decision caused damage to another appliance and they WON'T cover that. MAKES NO SENSE! We entrust them to take care of our appliances and instead they caused damage and still didn't replace. But that's NOT even what happened. It was old and cracked. Now I am still waiting to hear about the claim on the dishwasher. I won't hold my breath. I'm sure they'll figure out a way to wiggle out of paying this one too. They actually told me when I asked how much longer it would take that "in the contract it states they don't need to give timely service". Just baffled! I should have listened to all the complaints. They truly do not care about their customers.

Yet the ice maker is an optional coverage that you have to purchase because it is not covered under the standard purchased warranty. Hmmm?? So after about 40 minutes of discussing this and returning to "I am sorry but if you look at the optional coverage" you are not covered for ice maker. As I am due to re-new my policy, so please read carefully the optional, because nowhere in the standard does it say that ice maker is not covered.

So I call and set up a service request. Different contractor from the year before calls, sets up an appointment. He comes out 4 days ago at 8 am, checks everything out, and comes and tells my husband and I that the compressor, the same part that was just replaced not even a year ago, is completely dead. He stated that the guy who replaced it last time basically didn’t do it right - he didn’t replace the small filter inside the unit that he should have when replacing the compressor, and that our unit requires a certain type of Freon, and this other guy put the wrong kind in. He said between not replacing that filter and the wrong Freon being used, it caused the problem which then caused the compressor to fail and that it lasted maybe 6 months, and he said, exact words and I quote, “if those were done and done correctly we wouldn’t even be having this conversation.”

So he leaves, then calls me about 10 minutes later and tells me that he spoke to 2-10, told them the issues and what needed to be done, and he said that they told him they were going to cover everything except for the Freon, they would cover a portion but we would have to pay like $335 plus the service fee so $410 total. So I told him I would be calling them myself. So I call and tell them that I don’t think it’s right that we should have to pay this money because the contractor that THEY hired last time didn’t do their job correctly, and had he done it right and used the correct products that this could have all been avoided. I feel like I’m being forced to pay for their mistakes.

I kept being told that they were checking to see if the part was under a manufactures warranty, and I told them, "Regardless if it is or not, that’s not what you’re asking me to pay for, you’re asking me to pay for the Freon" that should have been put in my unit originally that they chose not to put in, so the part being under warranty doesn’t help me out that just means that 2-10 won’t have to pay for another one, so they’re looking out for themselves, but won’t take responsibility for the problems caused by their contractor and themselves. All she kept telling me after that was that they were determining what the non-covered cost will be and that’s all she could see at that point, but she did state that she did see where the new contractor stated that it was done wrong and the wrong type of Freon was put in resulting in the issue.

There should be no “non-covered cost” when this is a mistake of a contractor you hired. And 2-10 is just as responsible as the contractor considering that any contractor has to go through them and their purchasing department and get approval before they repair or replace anything, so they approved the wrong kind of Freon being put in my unit. So why am I responsible to pay for your mistakes? I pay you every month so that when/if I have a problem, you can send out competent contractors who know how to do their jobs, and do them correctly. And here’s a kicker... about a month ago we had to have our electric company come out and do a Home Energy Assessment and test our meter because we, nor they, could figure out why our electric bill almost TRIPLED when we didn’t even have the unit running that much being that it wasn't that cold.

We went from one month using just over 1000 kWh to the next month using 2680 kWh, to almost 3800 kWh the next month. I have never had an electric bill so high since I’ve lived on my own, ever. When the guy came out he was asking us a bunch of questions about the house and he asked about our HVAC unit and if we ever had any issues, I told him about them replacing the compressor last April and he said “well since that was just replaced I would say it’s ok, but if you had a bad compressor that would definitely cause your bill to skyrocket the way it did.” So come to find out, the $400 ELECTRIC BILL WE HAD TO PAY was most likely due to the MISTAKES of 2-10 and their contractor.

And this whole thing with our electric bill starting to go up all started in November, which is 7 months after the compressor was replaced the first time, which the new contractor stated that it probably lasted about 6 months, so I don’t find it to be a coincidence. So in my opinion, we’ve shelled out enough money already because of them, and I’m not paying these people another dime. I will gladly take my business somewhere else. I’ve already contacted American Home Shield and received a quote from them and plan on calling others in the next few days. We’re in this situation because of their negligence, and the negligence of their hired contractor in the first place. This is extremely poor customer service to even suggest a homeowner pay for something that is a result of a job not being done correctly.

I’m still waiting to hear something from 2-10 on what the decision is going to be, I haven’t heard anything from them since I called after the contractor told me I was going to responsible to pay for the problem their last contractor caused. The contractor called me asking if I’ve heard from them yet because he wanted to get the part ordered so they could get it done before it starts to get real warm, at least this guy is on top of it and seems to actually care, can’t say the same for 2-10. I was told when I called them that I would probably hear something from them in a few hours... it’s been 5 days. Like I said, I will definitely be calling other places in the next few days to get quotes.

I finally told him I was going to cancel my warranty and the supervisor said that was my choice and ended our conversation with "have a nice day". I would NEVER recommend this company to anyone seeking a home warranty company. Every rep was very courteous but none could be of any real help to me. 2-10 Warranty is more interested in paying money to contractors for repairs that are not needed rather than in listening to their customers.

Updated on 04/17/2018: Based on a review that I submitted to Consumer Affairs a couple of weeks ago, Omar, a 2-10 Home Warranty supervisory representative, called me on Monday, 4/7 at 6:20 pm and left a voice message to call him back at his office number. I returned his call on 4/10 at 8:50 pm, 4/16 at 8:45 am & 4/16 at 6:20 pm and left a voice message each time with my name and phone number. After over one week, I have still not received a call back from Omar. My contract is up for renewal in June and I WILL NOT be renewing it due to a total lack of appropriate and timely customer service by 2-10 Home Warranty.

While the first claim went very well, the second claim that I'm having now is for our hot water heater and the process seems to be a bit more involved. The vendor who was out here to diagnose the problem said we needed a new hot water heater. They sent in their diagnosis to 2-10. And 2-10 now has to order the part. I got a phone call from 2-10 that they have received everything they needed from the vendor. And that they were going through purchasing to get me the hot water heater. Everything has been expeditious in handling things well. Overall, I would recommend 2-10 as far as a home warranty company. They are attentive to their customers and follow up with emails and phone calls.

We were only in the house a month and a week when the refrigerator started to act up. It went out and there was a major weird noise. We wanted to find some type of a service person in the area so we called 2-10. They contacted the older service which I called because we didn't hear from them. I called them on a Friday morning and they finally got back to me and came about 7:00 o'clock on a Monday night. They finally got a repairman out. The service tech had been really nice and he helped us out, but dealing with Boulder, the company, has been absolutely horrendous. I must have made 12 calls to them, asking for information to have people call us back and they never ever responded.

If I didn't get someone on the phone, I got no information. When the service tech finally came the second time, he gave us his phone number so that we could contact him. They ordered the part, it came in and it had been crushed. They ordered a new part, but they never once called us to let us know why we were waiting so long for service. We waited about four days for the part to come here and then he came, put it in and the refrigerator was very good again. He told us to let the refrigerator run the wall, which we did, and it still was 50 degrees inside so, we're living out of an ice chest. It's been three weeks now and I can't believe how long it is to fix something so, we're not really happy at all. I buy two bags of 10 pounds of ice so that I put all my food in the giant ice chest on my bathtub.

We were waiting for the phone to ring and I have no control of the situation or how something is. It has been a bad experience. And then, our cold water chiller thing stopped working. The technician said that it needed a fan because I asked to circulate the cold air internally. He was supposed to be here today but he had a doctor's appointment so, he's going to come tomorrow. Other than that, 2-10 has been trying and not totally blowing me off. They have been helpful.

When you have somebody come out and they give you an assessment, it may resolve the problem, or you think it resolves the problem, but you don't realize till later that the problem persists. It's hard to always figure it out. At this time, the tech discovered a wire that was in the washing machine that had come loose and it snagged on something, which was causing the issue. And it was addressed. Although my washer is noisy again.

The other time I placed a call was for a concern about a leaky pipe behind my washer. There was a water stain on the wall. I did not have as good of an experience on that occasion. I placed the claim online through the website, which was great. But I did not get a swift response from the technician. No one came out. Nobody called me for several days. It definitely exceeded the 24 hours to the extent that I had to follow up.

I was disappointed by that because I don't have a lot of time to follow up and manage things like that. I need people to deliver on what you expect them to do. So I followed up, and the person came out the next day with no notice. They called me and I happened to be working from home that day. It was a rare occasion that I worked from home because I never do that. So, the plumber came out and he went up in my attic. He told me what he thought the issue might be. And once it rains, I'd have to go to my attic and see if I see water coming from the roof. He was helpful when I asked him to fix an issue with my toilet while he was there and he did. I wasn't sure if the problem got resolved but he was courteous and nice. I still have water and I don't know the source. But my coverage expired on March 23rd. But overall, I appreciate how comprehensive the coverage was.

Another situation I had with 2-10 was for my air conditioner. It broke and they sent me three or four different companies that couldn't solve the problem. I looked at the ratings of those companies online and they were terrible. So the people that they do have contracts with are really bad at their job. It's almost a blessing that they didn't have a roofer because I could go with someone that knows what they have to do. The fifth guy was able to fix the air conditioner and it was a super easy fix. They probably paid a lot of money because they had to pay four or five people to come here and only the last one was able to see that the water was leaking and that was turning off the emergency valve. I have reported those terrible techs to 2-10 and every time I had to call back to say the problem hasn't been solved.

After a week or so I called to find out the status. The part was ordered and ship to the WRONG contractor. Lady at 2-10 was very apologetic and stated she was reordering the part and expediting it. She also said she was refunding the $75 but it would take several weeks to get the refund. Great and thanks... Received the refund check in a few days and as of today 4/2 I am still waiting for this expedited part. I spoke to the online chat today and asked for a manager to call me. She indicated it will take up to 24 hours to receive a call back. Seriously, you have a customer that is clearly upset and I can't get a manager to call me?? I asked to be reimbursed for meals eaten out and was told that this isn't something that the warranty covers. I really don't think this is too much to ask for at this point.

The initial lady I spoke to was very professional and handled the situation as it should have been. I didn't even ask for the refund of the $75 she brought that. However, since that original call the customer service people that I have spoken to seem not able to get me the answers or willing to take that extra step. 2-10 makes it very apparent that THEY aren't responsible for the contractors. Well who the heck is??? YOU 2-10 hired them! Where is the breakdown in communications? Not with me I have tried each week to get this taking care of and with no results. Oh and by the way, I was going to have my family from Richmond come to our new home and have Easter dinner with us but couldn't because I didn't have an oven. We traveled to Richmond instead. I am more this pissed at this point. 2-10 is getting one star because I can't submit the form without giving at least one star.

I had to wait for 2-10 to get it to a new contractor which took a few days because we were waiting for the other contractor to supposedly call us back. And then they couldn't get a hold of that contractor so they had to get us a new one. I didn't have to pay the copay again. They took care of it but at the same time, it ended up being a two and a half week ordeal because the first guy stole my money. Then, I had a claim for my water heater which I feel is way more important than my garage door because I can manually do that. They only have one contractor in my area that does water heater and that company wasn't taking up the work order. I called them and they weren't calling me back.

2-10 said that they could try and find a new contractor but they didn't know when it will be. And finally, I said, "Try and resubmit it to the same company, maybe there was a glitch or something." They finally called me back and got it fixed but it was almost two weeks after I submitted the claim. 2-10 was very apologetic and apathetic and they try and do whatever they can, but when it goes from them to the contractor it's kind of lost in translation.

Other than that, the warranty company covers everything and I've never had a problem with them covering anything. I don't mind paying the price for it every year if it's going to do what it's supposed to do. Every contractor that's been out has been pleasant and had done their job. And the guy who came and fixed the garbage disposal showed us a way to fix it ourselves so we didn't have to call them again.

I tell everyone to get a home warranty because it's definitely worth it. I tell friends it's easy and convenient to submit claims and 2-10 is a great service. If you live in the city, it's probably a better service because there are more contractors. I live in a rural suburb, so that may be the problem where they don't have as many people to contact for my area.

My experiences with their representatives have not been good either. I had a problem with the dryer that was mounted on the wall of an apartment and the dryer that they suggested to replace it with was a free standing dryer so that wasn’t gonna work. So that was definitely a foul up on the part of the technician they hired to go there and get that information. That took a while and they didn’t have a dryer replacement for me so the only option was the cash out. That was six months ago. More recently there was an issue with our washing machine.

A technician came out on March 30, which was a Friday and I called back on a Monday April 2nd to follow up. I had not had any emails and I asked if they have received the information that they needed for the repair to move forward. They said they had not received the diagnosis yet and that it usually takes 24 to 48 hours. I called back the next day and it was the same story. That whole week I would speak to one person after another until I finally spoke to a supervisor but that didn’t really do too much good either.

Finally yesterday April 9th I called 2-10 Home Warranty again on a landline and I called the technician on a cellphone. I put them both on speaker and finally said, “Look this is what’s going on.” And even when I had to go through all that trouble, when I said that the diagnostic report is gonna be sent it and asked if they could call me back and let me know if they have received it, the rep told me that they can't make outside calls. I asked the rep how I would know that they've received it and the rep said that I could call back. So that was not so great.

I also had a plumbing repair with a contractor that was a bad one. I was told that I need to contact the tech in the field so I called this guy up but he was completely unreliable. It was a big headache. This appliance repair people were pretty responsive though. So it’s kind of hit and miss there. Still, at least 2-10 does pay out. It just takes long.

I filed the claims online and their website navigation was good enough. I've only had problems with two contractors and I reported the second one to 2-10. I just wish the process would be a little bit quicker, although I understand that the business model uses independent contractors and not all operate under the same methodology. Every time I've called 2-10, they've done everything that they can. I wish I could get a buyout for my current issue with my dishwasher and get a new one. But they want to do the process of trying to figure out what the problem is. I understand, but I don't like it.

We had a furnace problem and a couple of plumbing problems and the contractors were fine. We had a sewer problem on our septic tank. They needed to auger the main drain out and maybe they didn’t go far enough because a few months later we had the same problem again. The tech that came out the second time actually put a camera on the end of his auger and saw the problem and took care of it. We had 2-10 for a year but we're not renewing. I wouldn’t recommend them, either. Their service people were very good but for the general service as far as wait times and problems being taken care of, not so much.

Today 2-10 says I have to find my own repairman as they "can't find anyone". That is the truth. I have been doing their job and calling repairmen all afternoon - no one will work once they hear 2-10 warranty. I have no refrigeration and apparently I am supposed to just live with it if I cannot find my own repairman. Why sell the warranty if you cannot adhere to the conditions of it? Don't use this company! Work order #s were **.

So, I hired my own plumber and we find out that it actually was not a hot water problem. There was some flapping valve which did not work properly. The plumber had to change that part which cost me but I didn’t have to replace the water tank. I spent my extra money to fix it and it's done. I am not a happy camper with 2-10 and I'm definitely not buying 2-10. They're not using the right technician in this town to verify right information. I’d rather pay out of my pocket as I go with whatever issue I have so I don’t have to compromise.

My realtor told me to hold off and submit a claim to 2-10 Home Buyers Warranty. I did that and they sent out Drain Openers Plus. Phil ** came out. I was instructed to pay him $100 upfront. He told me that a number of parts needed replacing and that he'd submit the request to 2-10. I heard back from them and was told that the claim was denied since it was caused by improper prior workmanship, which they don't cover.

I've left a number of messages on Phil's phone and have not heard back. I have no heat in the condo because of this problem and my move-in date has been set back as a result. That means I am paying rent on the apartment I'm moving from longer than otherwise, costing me more money. I've looked up Drain Openers Plus online and there are NUMEROUS complaints about him. Many are like mine, that he shows up, collects the $100, then vanishes. Others, that his work is unsatisfactory and that he's rude and unprofessional.

My complaint with 2-10 is that they have been incompetent in sending out reputable service people. The party I bought the condo from paid some hundreds of dollars for the coverage, but I'm in a position where I would be reluctant to even make a claim at this point, if I can't trust the people they will send out. There seem to be a lot of loopholes in the coverage, so unless I have the occasion to carefully analyze the fine print, I may well again be throwing $100 away, with nothing to show for it. Also, why was someone who advertises as a sewer drain cleaner sent out to service a complicated Apollo water heater/heating system? Is he recommending I need all those (presumably expensive) parts because he doesn't understand the system? Or is he just attempting to gouge me?

When I called them back, it was 40 minutes waiting on hold every single time. And when I needed the unit to be replaced, they said they couldn’t do the full payout. They had to do a partial payout because of all the times that they sent it. But the first contractor already said that the unit needed to be replaced. And instead of offering to buy out then, they proceeded to send more and more contractors. I told them that they can’t use the same contractor because they just keep billing them and not doing anything to the unit. It was terrible.

On 9/8, I noticed that the service request was closed; I found this by checking the 2-10 website (no phone call or email from 2-10). I then called 2-10 customer service to follow up on next steps. The rep couldn't find the diagnosis report in the system and told me they can't do anything more until the diagnosis is complete. Then I asked what will happen once the diagnosis is found. She said purchasing needs to evaluate the existing appliance’s features and BOM, then issue an order to their wholesaler for a comparable replacement which is a 2-3 week process.

About two weeks later I got notice a new, service guarantee work order was initiated to repair (not replace) the fridge even though service company manager told me the fridge was unrepairable. I called 2-10 again and they said parts (control board, compressor, coils, relay, etc) were already on order and would take about 4 weeks on come in. So after five weeks without a fridge, and at least another month waiting on parts and repairs, I have no confidence this repair would work and was extremely frustrated with 2-10 customer service conflicting responses depending on who you talk to.

After all this time, I got 2-10 to agree to a buyout for the cost of the parts. Note: The fridge was the 2nd service request with 2-10. The 1st service request for my A/C went great, fast, courteous and took care of the issue. I canceled the 3rd service request for my water heater after waiting three days after dispatch for a contractor to contact me.

THEY ARE THE WORST. Ok we have an update. I received an email 59 mins after I complained on Yelp. Wow. That's fast but can't get any service from my warranty which was paid in full at 500.00 plus dollars. I did get a phone call from a double talking Omar which I get very upset and did cuss and nothing again. Then a few later we got another call from another. He was nice. That's a first. He gave me a number to call. Wow but I called and they told me they don't come to my area so I called back and left a message for Omar and he finally called back. I told him the place. Wouldn't come to my area. He said I had to make calls and find someone. Why should I have to do this when I PAID FOR THIS WARRANTY? Can't wait to go on to Google, Bing and any other place who will listen. Anyone who has a question please contact me. One more thing. If you deal with this company make notes and dates, times and names of people you have spoke to.

Just as he was leaving, it started to leak all over the floor again. I was able to grab him and get him to come back and look. Now he tells me it is the seals and he will have to order them, but it should be no more than 2-3 days. 3 days go by and I do not hear from him, so I call him. He again tells me that my phone number provided is incorrect and they he tried to contact me. My phone number IS correct and has been from the start! He then says he doesn't have any time spots available until the next week.

The next week comes, and he does not show up to the appointment. Complete no-show and does not call. I call him back and AGAIN tells me that he tried calling me and got a different number. At this point, it's getting comical. My phone number has been the same from the get-go. He tells me that he wants to make sure the seals are correct because they don't "look right." If this was the case, why didn't he ask/verify 2 weeks prior when I called him? It was not adding up. At any rate, I read him my model number on my dishwasher and he said he was at a service call, but he wrote down the number and would call me back. Shocker -- he never called back.

At this point I am extremely irritated. I call him back and he says he did indeed check and they're the correct seals. Asks me if he can come last minute that day. I tell him no because I'm not going to be home. So he says he can't come until the following week -- March 12th (an entire month after his initial service call!!!). March 12th comes and he does not show up. I call him and he says he's running TWO HOURS behind that day. Ok -- why wasn't I informed of this? He finally shows up and slaps the seals on. He doesn't even run the dishwasher to make sure it won't leak. Overall, the whole experience has been ridiculous. Something that should have taken a week tops to resolve has taken over a month. I definitely will not be renewing my warranty. My time was wasted and customer service was terrible.

The only thing that you just never know about is, we were told when we we’re getting, this that if anything went wrong, it would be covered. That’s true to a certain extent but then we got hit for $400 in parts that went to the hot water heater. The fixtures that connect to it, if there are any code upgrades, are not part of the warranty. We were told when we bought the house that it was an all-inclusive thing but it’s not. But it was nobody’s fault. It wasn’t malicious but that was kind of the surprise of the day.

Unfortunately, when I raw sewage coming back up my pipe, they assigned me a plumber that would take 10 days for their nearest appointment. And when I asked to have it expedited they basically said that I had to find my own plumber and pay out of pocket, and then they would look at refunding me. So when I said I can’t afford that which is why I have the insurance, the plumber that they provided me was a jack-of-all-trades. They gave the wrong diagnosis and I still ended up paying out of pocket for another plumber.

The treatment that the original plumber had diagnosed was incorrect and so, it was not covered by their policy and therefore I was on my own. It was called jet washing. So, when I called a plumber to come and have a look and do it, they said it just needs snaking which is what is covered by the policy. The plumbing was the bad experience out of all the good ones. Quality wise, for the most part, it's always been valued for money and I would recommend them. They're affordable, reliable and gets the job done when it's needed.

The repair company has stated that they will be out sometime today to look at the water heater, and then 2-10 will need to order the water heater, then he will return to fix it. 2-10 rep agreed, because the dept that would order the water heater isn’t open on weekends. Guess you're only allowed an emergency during regular business hours!! I’m sure they are hoping we will just go ahead and replace it ourselves, and they just get to continue to pocket our premium. They are a scam people, get a warranty with someone else! Took 2 weeks to get our A/C repaired, and it was over 100 degrees in AZ.

2-10 reps said I can submit claims online but I wanted to talk with someone. I called to let them know what was going on and then they assigned me to a vendor and sent me an email with their information. Usually, if I don’t hear from them within 24 hours, I give them a call and it's a direct number to the vendor but normally, it's pretty quick. So far, there was one service contractor that I had a bad time with. They came out a couple of times for my AC and the last time, they didn't take the payment. Then they said they wanted it. So, I told them that I'd just call through 2-10 to make sure. Then they threatened to call the cops to my address but I still took it over to 2-10 and they fixed it. However, the vendor had threatened to void my contract with 2-10 so I'd make sure not to use that particular company if I have any more problems. Overall, 2-10 has good service for what you pay for.

But hearing back from the contractors has not been smooth. The first time I made a claim, I ended up cancelling the claim because the issue fixed itself. The contractor never contacted me but showed up at the house, and I told him that we had canceled the claim. Then, the other time, our hot water heater had gone out and it seemed like forever before the contractor came out. The first time that the techs came, they brought the wrong unit to the house. Then it was another week to get the appropriate one, so we were without hot water for a long time. We ended up doing the buyout to do the repair ourselves and to get it done quicker and easier.

Once that was done dealt with the day of the scheduled appointment, I set my appointment for 8 am, waking up several hours early for my later shift at work, only for them to arrive almost 3 hours late around 11 am. At this point I had to simply trust them to do the work correctly because my wife works from home and couldn't oversee them and I had to go to work eventually. After getting the call that it was done and got home, I found out they had to cut a large section of my carpet around the water heater out to make room for it. This wasn't necessarily upsetting, I understand the need for modification, but the carpet was never fixed in any way, it was just left there cut and unfinished.

I ended up calling 2-10 to ask them to please have the job finished properly but was told it was not in my coverage. I was never told that my carpet had to be cut and ruin and it wasn't going to be fixed for this job and I was furious. I've dealt with other insurance companies to fix broken appliances, pipes, etc. They have done a full job and made it look like new, but this left like a slap in the face. I'm not renewing my policy because I do not trust the people they send out in my house or to do a job right.

The next day (day 5) I called the contractor and asked if they could get the unit replaced that day since it was Friday. They had not received any notification from 2-10 regarding approval. So, I called 2-10 and was told that they were sending the approval now. My contractor never received the approval so I called 2-10 (memorizing the menu options) again and this time I was told that the purchase was actually not approved but that the claim was now in research because of the cost of the water heater quoted by the contractor. The following Monday (day 7) I was again told that it was under research. Day 8, I called again and was told that research could take 3 to 5 days from yesterday (day 7). How long should I wait without hot water for my wife and two small kids (3 and 5) before buy a new one on my own?

My complaint is that I'm positive 2-10 buys water heaters on a regular basis. So, when a contractor quotes a price that they feel is too high, why would it take 3 to 5 days to determine if that is acceptable to 2-10? Either they will pay it or not, if not then move on to another contractor. The case has still not resolved and I can't get an answer whether or not 2-10 will make a decision within 3 to 5 days or longer. If they decide not to pay the quoted price after 5 days, then we move on to another contractor? I feel like I'm getting scammed because I'm told something different each time I call and I can't get a solid answer. I have no issues with the phone support staff, they tried to help and honestly couldn't answer my question, why does it take 3 to 5 days to decide if a quoted price is too high.

They suggested with his findings that the system was non repairable and he would submit the claim for a replacement as well as suggest the AC be replaced by 2-10. A representative by the name of Jeana called me on 2/20/18 and stated that 2-10 Warranty is authorizing a replacement for the furnace only and not the AC since the furnace we had was not repairable but we would have to accept the charges of $1,639 and these were charges not covered under the warranty for the modifications and the break down would be $600.00 for ductwork modifications, $89.00 for a carbon monoxide detector, $350.00 for gas line modification and $350.00 for flue pipe codification. After further discussion with 2-10 Warranty I asked if the suggestion from the tech was to replace both why only one was approved and the AC wasn't and she said it wasn't her dept so she couldn't tell me or find out for that matter.

At that point we agreed to those charges to have the furnace for heat replaced and reiterated we do have children in the home and we need heat ASAP. They agreed a rush would be put on this and I would receive a call the next week. (We never received another call from 2-10 Warranty). On Friday I finally called them and ask what was the hold up and the rep stated the parts were there for the technician to pick up. I stopped her and said, "What parts? We were supposed to get a replacement." and rudely she said "WE OVERRODE THAT BECAUSE IT'S MORE COST EFFECTIVE TO OUR COMPANY". I said, "No one called us to let us know any of this and why would you override something the tech recommended." She again rudely said "We can do what we like if we don't like the decision from the tech it can be overridden." I ask to speak to her manager and she said she was the manager.

At this point I let it go and said, "All we need is heat. Please just fix it because we have children in the home." That night when I made it home my husband inquired and reached out to 2-10 yet again because we did not understand why a broken furnace that could not be fixed was not being replaced. He spoke to someone name Mariya and explained the issue we were having yet again (Confused why this wasn't notated from all the previous calls we made) she (Mariya) agreed to escalate the issue to a manager and have them call us back at noon the following day. We did this and had 1 specific manager to speak to and they agreed to be the point person through the remainder of the ticket.

We agreed to move forward with the repair because our children needed heat in the house. So the technician came out last Friday 3/2/18 and spent 4 hrs trying to replace the parts 2-10 ordered for him with no success so he called 2-10 and stated the unit needed to be replaced. So yet again we are without heat that now our children have to suffer through because 2-10 did not take his first suggestion because (IT WAS MORE COST EFFECTIVE FOR 2-10 Home Warranty -not the customer). Now we are going into the 3rd week with no heat and no resolution. I called again today to try and get the manager but was told she was out and I spent yet another hr on the phone wasting my breath only for a rep to call me back and ask what the issue was.

Once I explained the issue we had been dealing with she continued to try and blame the technician stating he never called it in which was a lie because each time he called them we were standing right there and he had it on speaker so I know this was a fib. So before she could go any further I ask her if it was ok if I called the technician who they recommended and we had a 3 way call and he yet again explained the issue and the CSR said (Well I don't know why you were transferred here and homeowner why do you keep calling in to complain). I started explaining the issue and she kept trying to talk over me so I ask her to let me the homeowner talk because at this point we are fed up with this company trying to pass blame when all we need is a resolution. We just need the system replaced per the tech's 2nd recommendation.

She ask the tech at one point when he ordered the parts did he pick them up and his reply was confusion because he stated he doesn't order parts but your company does then calls him to pick them up and replace them. So she finally sent both myself and the technician to purchasing and had us on hold 22 minutes before a rep picked up and he ask how he could help (shouldn't the previous CSR have explained this to him?) So I let him know I have explained this multiple times with many many customer service reps and at that time he stated (Let me review the notes). He put us on another 15 min hold and then came back and spoke to the tech asking him a series of questions in which point he put us on another hold... 15 mins again.

He said he would submit the claim for replacement since the 2nd repair did not work but it could take 7-10 business days for them to order the replacement furnace and another possible 3 weeks to have it installed. Obviously I was not happy about that because we have already waited almost 3 weeks and you want us to wait another 2 weeks for the item to be ordered and then it could take another 3 weeks to come in and then at that time the tech could pick it up and repair it? I ask him if he could speak to his manager and get this expedited and he said flat out (NO, this is our process). I said, "Certainly you can understand with children in the house heat is imperative," but of course not one person cared about us being cold in our home. They were only worried about the cost effectiveness of their company and not the well being of a family.

I finally ask to speak to his manager and he said what was it in regards to and my response was we need this expedited immediately. Again, he put us on hold while I waited on a manager to come to the phone (another 15 minute wait). The rep came back and said they could have an answer in 3 days but it would probably still take 3 weeks for it to come in.

I am not satisfied for the way we have been treated by 2-10 Home Warranty and no one we talk to seems to care and continue to pass us on from one person to the next and authorizing replacements and then taking it back just to have to reauthorize a replacement. For the amount of money we pay yearly as well as the 75.00 charge each time a tech comes out we expected more from this company. We don't mind paying for exceptional service but the service is certainly not up to the standards that the company portrays. Not sure what's happening there but now we wait for another 3-6 weeks for a possible replacement or management to actually step in and get this resolved.

Called about another problem. Repair person said there was not a problem. Called yet again about an electrical problem. They've denied covering the repair due to it being "pre exsisting". When you purchase a home, every problem within the home is pre exsisting!!! They assured me the $100 I had to pay would be reimbursed and that I would receive it within 10 business days. THREE WEEKS later I have yet to receive it so I called. These morons paid the electrician an additional $100 instead of reimbursing me. Save your money and pay for your home repairs out of pocket. They will not cover ANYTHING!!!

Out of all the claims I’ve put in over the years, I've had to call twice. There was one company that I didn’t like and was like a jack-of-all-trades. They couldn’t come out for a couple of days and it was when the main line into the townhouse was blocked and there was only one bathroom. If we have two bathrooms, it’s not a high priority. But we only have only one bathroom, so it was a high priority.

I also had a problem with the air conditioning unit, and they came. They were going to charge me $200 to get rid of Freon but if I upped my contract, it would be covered. So, I did that. When I bought a second property, I added that property to 2-10 under a new contract. With this recent interaction, there were multiple visits. The air conditioner was not working right and 2-10 sent the first air conditioning company. They did something and said that they needed two parts, one for the unit upstairs and another for the unit downstairs. 2-10 had to review it whether to approve it or not and then they said they ordered the part, and then at the last minute, they decided the part wasn’t needed. They sent a picture to the vendor and the vendor said he could repair the line instead of replacing the part.

In the meantime, I had people on this property that didn’t have air conditioning. And then, 2-10 had to order the part and I understood that because they can’t keep every part in stock. But that was not a high priority for 2-10 and they needed to schedule to come back again. So, the people on this property were without air conditioning in 85-degree weather for two weeks. I called 2-10 and told them that this needed to stepped up a bit. When those people rented, I told them that I had a warranty. So, whatever breaks, they just call the warranty company any time. However, the turnaround was too long. So now, I’m trying another company and I canceled 2-10.

The air conditioner in the last property had also been serviced probably five times. When I called the last time, I told them that it needed to be fixed. The renter that was in there didn’t tell me there was still a problem with the AC unit. So I told him that if there was a problem, he needed to tell me because I won’t have to pay if the repairman doesn’t repair it correctly. And if he waits too long and it was not working right and they never fixed it, then I have to pay again. The girl from 2-10 that I spoke to on the phone said I won't be charged the $100 co-pay ‘cause it was a recall even though it was a bit over 30 days. However, a guy from the contractor company called me a couple of days after the repairman was there and said that I owed them $100. I told him it was not supposed to be, but he went to say that it was over 30 days so I needed to give them my credit card number. I gave it as I was not going to fight with the guy.

I still have one more contract that’s active, but it’s only because I’m in the middle of a refrigerator repair that is on its third visit. The first guy who came for the refrigerator didn’t have a company truck. He had his own vehicle. We have a gated community and the security guard was on duty, and he stopped the guy and asked him where he was going. The guy showed the guard my gate code and access code and said that he was going here. The guard asked why he didn’t put in the code. The guy said he tried but it didn't work and so he tailgated somebody in. And then, the security guard said he had to go back out and the guy started saying he was getting harassed.

I told 2-10 about the incident with the refrigerator guy, and they didn’t care. When the company itself called me to schedule the appointment, I told them that they couldn't have the same guy come back on the property since the security guard said he was not allowed on the property anymore. Another guy came and he was waiting for parts and was going to come on a Saturday. However, it just so happened that the renter had company coming and the guy gave her a five-hour range from 12:00 to 5:00. She called 2-10 to reschedule from 1:00 to 5:00, but the girl she spoke to gave her an attitude. The guy showed up at 7:00. He called her and said that he was running late and would be there for a bit. She waited six hours for him to come.

Years ago, the contractors that 2-10 sent were much better than it is now. I canceled two of the three contracts, and it was because the vendors are not as good as they used to be. There appears to have been a change in the vendors that are contracted. There is an air conditioning company that I use to service my air conditioner twice a year but they’re not with 2-10 because according to them, 2-10 plays too many games. At this point, I've canceled all my contracts except for one. Once the refrigerator gets fixed, they’re gone. I just didn’t terminate it yet since it’s in mid-process and hopefully, they’ll get it right this time. I already put the three properties under a new company.

Two or three years ago, my HVAC system went out and we were trying to figure out whether it was the HVAC system itself or an electrical problem that I was having. That took a little while but it worked out better that way. We found what the problem was and they corrected it within a week. I’ve had no issues with the repair people and they have been fair. I would recommend 2-10 to a friend. It's cost-effective and valuable and I like the idea that I’m getting a reliable service.

I've filed claims both online and over the phone. The website navigation was fine, although it took a while. And when you get into something that’s so critical to your house and if you look into the situation, time is of the essence and it’s one thing that you have to handle. The general experience with 2-10 was okay and everything went along as it got to the appliance, covering heating and cooling system. It wasn’t satisfactory for me and part of that was due to the aging unit and if there were parts available. The people they sent out were professional. They can handle and fix the unit but the fact that nobody could get parts for two months left me stuck.

She has repaired some of my faith in the company. However, the whole experience left a bad taste in my mouth...

Original Review: March 2, 2018

I bought my first home in May of 2017 and it was an older home with older appliances and plumbing systems. I knew I would have to replace them at some point. So, I purchased the premium Home Warranty Service from 2-10. I chose the higher option because, I wanted to make sure I got more coverage on specific items, like code updates. Last weekend, February 21, 2018, the lining in my gas hot water heater broke and started leaking and I got discolored hot water. Immediately, I called the city thinking a water line had broken. The caller asked me to try the cold water and when I got clear water, he informed me that it is likely a hot water tank issue. So, I hung up and called the warranty service to submit a work order for someone to come out. It was a Friday, so the contractor had until Monday to call me, but the agent told me to call the contractor. I did and was told that they would not be able to come out until Tuesday.

So, I had no hot water and waiting until Tuesday seemed like forever. So, I called a friend that is a contractor, and sure enough, when he looked at it, he told me that it needed to be replaced. However, I was informed that the warranty service did not have to accept the outside contractor's recommendation and all cost would be out of pocket and then I could submit for a reimbursement. So, I waited until Tuesday because I really didn't have the money to be out of pocket until I could be reimbursed and there was no guarantee that I would be.

The contractor came out on Tuesday and within minutes proceeded to tell me that the inside lining was broken and the hot water heater was leaking. They would recommend that it be replaced but the bad news was: 1. The tank I had is no longer manufactured, 2. Due to code, a gas water heater could no longer be in my crawl space. I had to make a decision between converting the gas water heater to an electric water heater and leave it in line and keeping a gas heater but it would have to be moved to a different location.

I opted for converting the gas to an electric water heater and leaving it in the same location at a cost of $1700, because moving the gas water heater was going to cost $3,000. The contractor wrote up a bid and called it into the warranty company. An hour later, I received an email that 2-10 had received the contractor's diagnosis and that it would be faster if I worked directly with the contractor. So, I called the contractor to schedule the replacement service, assuming that it was my approval for the replacement. However, the contractor said that the replacement was not approved and that I would have to call the warranty company.

I called 2-10. The first agent I spoke with said my replacement was approved and that the contractor had found the a tank and would make the repair. I stated that I had just gotten off the phone with the contractor and the contractor said I needed to call because it was not approved. The agent put me on hold to call the contractor and I was disconnected.

I called back and got a different agent and again explained why I was calling. He proceeded to tell me that the replacement was not approved and that he could offer me a buyout of $330. I told him that was unacceptable. He explained to me that the reason is because they no longer make the water heater that I had. He then transferred me to a Purchasing Agent. I again told my story about what was happening and my growing frustration with the conflicting information that I was given. He stated that he would like to review the claim and call me back so that he could make sure he gave me the right information.

He called me back about 10 minutes later and told me to ignore everything before and then asked a few questions and then realized that I had purchased the supreme package and then asked to call me back again. When he called me back the second time he offered me $774. He asked me if I would accept that and I told him I needed to review my service agreement and I would call back.

After reviewing my service contract and getting a break down of the cost from the bid, I called 2-10 back, again getting a different agent. I had to explain everything again. Then I asked him, to break down the $774 so that I could see what matched with the items in the service agreement. The agreement says they will pay up to $1500 for the replacement of a water heater and my level of plan included an allotment of $250 for permits, $250 for code violations, and $250 for modifications. The agent then stated that $300 had already been applied. I asked to whom it was paid, how was $300 applied, and what was it for. He couldn't answer and put me on hold to figure it out and talk to the other agent that offered me $774.

When he got back on the line he stated the $300 had not been applied. He also explained that they would pay $364 for the water heater, $250 for code violations, $30 for a second laborer, $130 for removal. I asked about the permit allotment and the modification allotment. He stated that the conversion is not ever anything they would be a part of and moving the water heater is access and not a modification. I tried to explain that even if the same water heater was still available, I would not be allowed to replace it in the same location because of the code. So, I asked to speak with a manager.

The manager tried to empathize with me unsuccessfully and stated he could not offer anything more because it was not their problem that I would not be able to replace a water heater in the same place at the price of $774 because of the issues stated above. They do not have to pay for a conversion to electric and they didn't really explain why other than - it wasn't what I had before. So, then I said asked why it is access and not modification for the moving the gas water heater. He said because that is access not modification and that the contractor had not provided anything that would warrant paying the modification amount.

I said it has to be modified or all I will have is a product that is not connected to my water supply to my house. I was not happy. To me, this is a scam. I paid $627.42 for a warranty for one year and I paid $100 for the contractor to come out and the amount that they were offering was barely over what I had paid in. So, I did not accept and I needed to calm myself down so I ended the call. I called the contractor back and asked if they had sent the complete bid or only specific items because the manager stated that they did not get any information that modifications were necessary. Additionally, I asked if somethings were considered modifications or just access.

I learned that 2-10 had not included an amount for the expansion tank, which I thought was another product. So, as stressful as each conversation was, I called 2-10 back and explained everything to someone else. Thankfully, she refused. I asked why the expansion tank had not included in the offer and she said that the offer needed to be reassessed. She offered me $1189 (adding a $100 for permits and $250 for modifications). First, I asked why she included the expansion tank as code violation instead just need materials. She said the code is what required the expansion tank to be attached. Then she said the amount of the check would be $1089, because they would subtract $100 for the deductible.

That made me furious! I already paid my deductible to the contractor - the cost that had been submitted was the new cost for the work to be completed. It was like I had to pay my $100 twice! Again, because of this I did not accept the buyout and ended the call. After talking to a few people as soundboards, they thought that I really was not going to get much more and should be excited that I had fought for that much. So, I called back and talked to yet another agent and explained everything and that I really think that I should get the full $1189 because they were not paying for the full replacement anyway. I was afraid if she reviewed it she would lower what the last person had given. She did not and so I accepted the buyout and she refunded my service fee of $100 as a separate transaction. So, while I was still unhappy about them refusing to pay the contractor to do the work, I was grateful that they refunded the service fee.

Then, I called the contractor to schedule the service and asked a couple more questions and learned some startling news. Because the warranty service was not going to approve the whole replacement and pay the contractors directly, they were going to charge me a different labor fee of $250 an hour instead of what was agreed upon with the warranty service. It started to make me question the integrity of the contractor and whether they were working with the warranty service to get as much money as possible out of me. So, I called a separate independent contractor to give me a bid. That is when, I realized that the contractor had lied about the cost of the permits necessary to complete the work.

The permit price is set by the city in which I live at $110 per trade and for the conversion, they would need 2 permits (electrical and plumbing), a total cost of $220. Which means that I was screwed out of $120 worth of permit fees from the warranty company because the contractor only allotted $50 per permit. So, I again called to see if they would be willing to give me the additional $120 portion of the permit fee. I sent them the city regulations that are posted online showing the city fee for the permits, the contract with my contractor showing that I was charged exactly what the city required for the permit ($110 each), and the receipt of purchased permits from the city.

It was denied because they stated that contractors can get different prices for permits and that I had already accepted a buyout. WHAT A SCAM. I called the city and was told that minimal amount for any permit for residential repairs/replacements is $110 per trade, they do not discount the permit. I needed three permits in NC to convert the gas water heater to electric: 1. electrical, 2. In NC, mechanical is necessary when dealing with gas, and 3. Plumbing. The only exception to a discount, is when a plumber has a specific license that includes mechanical authority, you do not have to pay for a separate plumber permit (which is why I only had to pay for 2 permits). It was a total of $220, not $100 that their contractor had allotted.

So now, I don't trust 2-10 to fulfill a contract and I don't trust their contractors! So, I called someone else to come do the work and have to pay the cost upfront, which is so frustrating. So one last thing I tried to do was call and see if they could expedite the check because at this point I have been without hot water for almost a week and was not going to wait 7 to 14 days for a check to pay to have hot water. No one cared!!! Can you believe I called one more time to see if they could do anything? I can't either. The response from the agent was, "Well I am sorry you don't have hot water but there is nothing we can do. You should just pay the cost up front and you will get the check in 7 to 14 business days." They also said we don't process checks every day. I was like why? I can't even give you my FedEx account number to charge the overnight fee to my account? No, apparently they are paper checks and there is nothing they can do to speed it up.

I am so furious, I will not be renewing my warranty with this company and I will tell everyone I know not to work with this company. I might even report this to the Attorney General of North Carolina because their practices seem predatory. In vulnerable situations people will take whatever they offer without questioning and fighting back. And especially if people can't deal with confrontation or are not strong enough to voice the unfairness of their practices, many can be taken advantage of. During all of this many have stated that I should be lucky, many only get the price of the product to be replaced (here that would have been $364). Luck has nothing to do with a contract, they have an expectation of getting paid, I expect 2-10 to fulfill the service agreement and not try to nickel and dime their way out of paying claims!!! It is wrong! Do your research and find a more reputable company! Ask crazy questions to understand what will and will not be paid!

As of today, March 2, 2018. I have hot water and am thankful! Because I no longer trusted their contractor, I got one that I felt I could trust and got the water heater replaced but had to finance the purchase. It costs more than their contractor quoted, but I am more confident in the work that was done and I opted for the tankless water heater. As a last resort to get more money equal to the price of the $1700 bid from their contractor, I have contacted my Real Estate Agent that told me about 2-10 and apparently, the Realtor Company has a direct person from 2-10 that works with them on claims for their clients.

So, we will see what else I will get. I am hoping to get at least the additional $120 for the permits, but I should get the $511 difference difference between 2-10's contractor bid and the buyout. However, all that I have had to do to get what should rightfully be paid is wrong, but grateful that I am a person that knows how to fight against predatory practices!

We were told by an agent in contractor support that we would reimbursed but he's apparently dropped off the face of the planet and there is no record of him speaking to us. It appears our only option for recourse is a lawsuit. We were loyal, happy customers for seven years and are incredibly disappointed with this situation.

I called 2-10 and the lady said that if they cancel, it may still end up taking until the following week. I called the guy back and had him come out. He told my husband something that had to do with a surge and he couldn’t tell if it wasn’t holding the surge. I saw the report when I got home and waited a couple of days since 2-10 had already called to say that they had to wait till they get the report. After a couple of days, I called them to inquire about the report. The rep read to me what the guy sent to her. The report that the guy left in my house had nothing with the report that he sent to the home warranty people. He gave a false report.

He told them that the stove was not installed and that it was sitting on the floor, which was not true. 2-10 said that that was the report. I told them that I could send a picture to show that it wasn’t sitting there. According to them that voids the warranty, so I just purchased a microwave at the store since I didn't have time to go back and forth with something that I knew was false. They are not understanding. They go with whatever the service guy reports. I'd recommend finding a different company.

Then I had another claim which was a sewage one. I was talking to a gal who had absolutely no authority whatsoever and I told her that I would like to speak with a supervisor. I was on hold for half an hour, and then as part of that conversation, I told the supervisor that they didn't pay me for my first claim. I said I was not going to accept a no from a person who didn't have the authority to say yes. He then said he would help but when he came back 20 minutes later, he told me that they didn't have anybody. In the end, I had to find my own guy, which I would have been happy to do because for multiple days I had sewage in my basement.

I have yet to submit my bill for that when I had another garage door problem. Three times, I had to find my own, which wasn't a big deal if they said that upfront, but they made me wait. And they told me to look in the Yellow Pages. That's how I found the contractors. They screwed around for so long that it's not a good setup anymore. And while all my outstanding problems have been taken care of on my end, none of them have been paid by 2-10 Home Buyers Warranty.

They still ordered the parts, but this time they were going to try a new contractor. Then they wanted me to wait 2-5 more days for the new contractor to make an apt (in which I would have to take off work once again) and from there he would make a diagnosis. If we already have the diagnosis of the issue, why do we require another contractor to come look at it, and then come back to fix it. It's extremely unprofessional to keep us waiting, without any results. Instead, I paid $600 out of pocket to get a new washing machine.

Secondly, I had a leakage under my kitchen sink. The first time they came, they told me it was fixed. After they left, I still saw the leakage and I wasn’t pleased. They had to come back and forth three times in order to repair it. The last claim which I’m really fed up with is my water heater. For the past three months, I have not gotten hot water in my house. I have a wife and babies in the house so, we have to warm water every time we want to take a shower. That’s not really convenient.

Matt, from Matt's Plumbing, came over five times. Every time, they would leave the house and tell me that it was fixed, to just turn the water on after 30 minutes and I'll have hot water. After they left, I turned the water on and there was no hot water. They told me that maybe there was something wrong with the pipe and they told me to check it. I did and there was a frozen, broken pipe under the deck of my backyard. They told me that that was where the water was running to and that was why I couldn’t get the water to work. They told me that pipe needed to get fixed.

I called Home Warranty and they told me that that was an act of nature because the pipe was frozen and broken, which they don’t cover. I paid hundreds of dollars out of pocket to fix that. When I fixed it, I called them back and they told me that I'll have hot water. They left and still, no hot water. They sent another person and that person came and told me and told me that maybe it was the electric breaker. They did that, they left and still, no hot water. I told 2-10 that I had enough and either they repair the unit or let me go. I will get another home warranty company to deal with it because it doesn't make any sense. They told me somebody’s coming tomorrow morning from Light Green to see what they can do.

The contractors are good and professional, but they don’t get the job done. I don’t know if it’s because they don’t know what they’re doing or there’s something that they can’t figure out. Also, when you call, they will listen to you even though sometimes, they will put you on hold for eight minutes before answering, but eventually, they’ll answer and listen to you. I'm not pleased with 2-10, but that doesn’t mean they're not a good company. I'd still tell people to go with them.

I've spoken with 2-10 about it and there has been nothing that they've been able to do, except make a note. People who pay for a service or who look at extending a service would not do so if they had received the runaround like I have. It wouldn’t matter what 2-10 did if that was the type of people they employ. The experience didn't leave a good taste in my mouth. The other problem with 2-10 is that they will set you up with one company, and then they'll send a different one.

In my case, I had to call for a heating and air conditioning issue. It was really cold in my house and I need someone to come out and fix my HVAC. When I contacted them, I had the name of one person. I left my house and before I looked again, I received another email. They had switched it over to someone else. I've filed two claims so far and this has also happened twice. The contractor they sent was respectful. Once he came, he had the part on hand as well as everything else he needed to fix the HVAC issue, which to me was really important. All in all, I'd suggest not bothering with 2-10.

Opening the claim was very easy but I'm sure their reps are just punchin things into a computer. I don’t feel like the phone reps have a lot of leeway in their language. I feel like whenever you call it’s very straight from a book. They need to be a little bit more knowledgeable or given a little bit more autonomy to try and be able to figure what could help the person who has this warranty. Calling back to try and figure out how I was going to move forward with them wasn’t great as well. No one had a straight answer for me. “Oh, maybe it’ll take four days.”

Outside of the fact that I didn’t feel like they really knew what they were talking about what I did find out is when I made calls back to try and get on top of what was going on, I had to be incredibly proactive about that. It turned out that they put in a claim and it was above what was an agreed upon amount. So that held up part of this whole thing too and with no rush at all from the warranty company. It was like, “Well, now we have to wait and wait for them. We’ll have to get to our group. Our group’s going to have to reach out to them. They’ve put in more than we normally pay out.” It was like it’s just going to take time and it was incredibly bureaucratic but it wasn’t rushed either.

I asked for another contractor and the individual that I spoke to said that they cannot assign me a different contractor. But before that, I called another time, and I was told I can always ask for another contractor if I’m not satisfied with the first one. And so that was what I was trying to do. I told that to the person who I was speaking to and then she said that she would ask someone else about it. She came back afterward and apologized as she was spacing out at that time. It was not professional. I told her to find me another contractor on their list but she said that they don't have a list and that it’s an automatic assignment. I told her it's not possible since they're a big company. I was so disappointed. And I insisted to speak to another person and that person was able to help and gave me a different contractor who solved the problem.

The next contractor who came out did a good job. He opened the washing machine and looked around. So far, I haven’t had the leak anymore. Had I not insisted on getting a new contractor, they will give me the same one. If the customers are already telling the staff at 2-10 that there is something wrong with a machine and that they’re not happy with the first contractor, they need to listen and assign a new contractor. Their customer service needs better training on the product that they’re selling. I would tell others to give 2-10 a try but they should be careful who they talk to and they should insist on what they need because not everybody knows the product such as that one person I spoke to.

For the past two times I've had a claim, I’ve struggled to get anybody over and ended up having to call Jason. Being an agent, he’s been helpful. I’ve had to call him a time or two so he could help me out. Then my interaction with the recent contractor for the ice maker was fine. He had to come out here three times but he was okay. He ended up fixing the problem and that was what I needed to be done. However, last spring we were without air conditioning for three weeks and I would hate for them to do that to someone else in the heat of summer. Jason knew all about that and hopefully, they took care of that particular contractor. Also, a quicker response time from the service provider would be very helpful. As a realtor, if people would ask me about 2-10, I’d give them all the options and tell them they need to go with who they feel has the best coverage for what they suspect they might need.

Since then, I’d put in two claims so far and it was easy plus it doesn’t take long at all. They’ve been great and got in touch with the contractor for me then the contractor called and set it up. On both times that I’ve had a contractor come in, they usually try to get me on their internal service contract. The first time I have an HVAC issue and they came and the technician did fantastically, but then he was like, “Well, they will cover this and this is what they won’t cover. But we can get you on this sort of maintenance schedule and then we’ll cover this and this and this.” He was trying to upsell me and purchase stuff but I’m not going to jump on another HVAC. I’m already paying for whatever, I’ll find out what is covered and what is not and I know what 2-10 covers including what they don’t from my warranty thing.

The other one claim was for my cooktop, and the contractor said that 2-10 covers a 30-day on whatever happens but if we were to use their company going forward, they would warranty us for longer. Everybody tried to tell me what they’re going to do versus what we are. We believe because 2-10 does not pay them as much as we would and they want to get direct individual services. 2-10 is amazing to deal with but next year, I might change my deductible because I don’t like the $100 thing. Other than that, everything has been awesome. 2-10 never turned me down on anything.

The unit could have been repaired and they should have taken care of it. I needed peace of mind, and it was sub-zero temperatures at night with the wind too so I had to have it work. I called them that following Monday asking why they didn’t send anybody out and they said that they have a certain time to respond. I replied that they have to try to escalate it as an emergency because of the extreme temperatures. I added that I’ve temporarily fixed the issue and I’m not satisfied with the lack of response they were giving. And so I had the services unit to come out and take a look and give me pricing to replace the unit. They were slow and I ended up paying $7,000 for another unit.

The contractors that they have sent were always very helpful except for one issue in the past when one contractor did a pretty bad job, where I had to have another come out to fix the issue. I tried to work with 2-10 in figuring out what was the process for using that person and there was just a lot of red tape and a lot of back and forth and paperwork. So, I just gave up because it was taking too long. 2-10 does not have a very smooth process setup if I want to use a different contractor. But, other than that, the contractors come out and they fix the issue and they usually ask if is there anything else that is related to the issue.

With 2-10, filing the claim online is a lot more efficient since when I called them, it took 20 minutes before somebody got on the line. I use another company for my other home and that other company was really responsive and good. They were more proactive and called me to find out if the appointment was set up or if the contractor called me. After the service, they also called me back to find out how the experience was. As for 2-10, their customer service is really weak. I will not be renewing with them.

After almost a month, they finally found a guy who said that I needed the whole thing replaced. And none of the other contractors have said it and it made me suspicious. But that furnace was as old as the house, so I've decided instead of going through the hell I went through again, I had the contractor install a new one. 2-10 reimbursed me my $100 as a result of all the poor service that I had received.

I called 2-10 HBW and requested service. My request was declined because while their flyer clearly says SEPTIC SYSTEM it excludes the distribution box and leach field... Clearly these are necessary components of the septic system and if your septic system was to fail it will typically be here. So basically they only cover the tank, and there is minimal likelihood of your tank failing without the issue being in the drain field. Easy money for the ripoff insurance company and big headache and expense for the consumer.

The last time that this happened was when we had an extremely cold spell and there were lots of people that had plumbing issues but two to three weeks without water is just way too long. I can understand that lots of people are without water or are having burst pipe issues but that's no excuse even if they’ve got to send somebody out in the middle of the night because most of these plumbers advertise on their web pages that 24-hour emergency service. Nevertheless, when a contractor finally came out, for the most part, the work that they did was good. At other times that we’ve had to use 2-10 Home Buyers Warranty our experience has been satisfactory.

The convenience of having the warranty is nice and we have signed up for it for five years. We know a washing machine guy we'd like to call and we could call the people directly. But we weighed the options if it was better for us to just do it ourselves or go and have the home warranty. You never know what kinds of things are going to break so it's a hard decision. Last year, it was easier to do 2-10 and keep it because the cost was about the same. Also, what we like about 2-10 is the insurance part of it that if something does break, we're only paying our service fee.

I explained this was an emergency as we could not live with no water all weekend and was told to call the builder. The reason the builder purchased this warranty was to avoid us having to call the builder, or so I thought. So far this company has not lived up to its promises and I will look for a more reputable company to deal with. It would be my advice to anyone to avoid dealing with this company.

However, there were a couple of instances about a year ago though when I had air conditioning problems. 2-10 basically said that they couldn’t find anyone and that it was up to me to get a repair company. I had to pay for it and they would work with me to get it reimbursed which took several months. But my experience with this company has been generally positive. I would recommend them but I would caution other people that if they had to pay out of their own pocket for a repair, it would be difficult to get reimbursed.

.

The 2-10 Warranty covers sheetrock repair when it is necessary to repair a plumbing problem. However, since we did the work for the plumber, 2-10 Home Buyer's Warranty is refusing to pay for the sheetrock repair to our garage ceiling. If the plumber had been the one to cut the sheetrock, 2-10 Home Buyer Warranty would have covered the sheetrock repair. From our perspective, we are being punished for trying to identify the problem before making a service request. It appears that there are so many loopholes in the 2-10 Home Buyers Warranty that it is difficult to gain any real benefit from the policy. The policy gives home buyers a false sense of security about potential expensive repairs to their home. The policy might help real estate agents sell houses, but it doesn't help homeowners repair their homes.

The second claim was far worse. Roughly two weeks ago my oven smelled of burned plastic when in use. I turned it off, cleaned it, checked for the source and found nothing. The next morning I discovered that the oven no longer worked and the stove top wouldn't heat either. A 2-10 contractor was sent out, inspected, and discovered that the wiring into the oven outlet was faulty and the oven itself was burning its own internal wires. He informed us we were lucky our house didn't burn down.

Here's where it gets worse: Originally the oven was hardwired into the house itself, and back in 2013 we had a 2-10 electrician rewire the connection. Today they're refusing to cover the oven and the faulty wiring, because they don't have documentation indicating they did the 2013 work. I know for a fact that they did, and the certainty in which they deny me, and claim that I hired my own electrician feels very much like they're trying to gaslight me to cover themselves for potentially burning down my house. To top it off, they're refusing to cover the current repairs on the oven, meaning that despite my annual service fee, and paying my claim deductible I'm walking away with a broken stove.

Please take that into account. They're unwilling to admit that there may have been a clerical problem 5 years ago, and unwilling to repair a broken appliance because a peripheral job may not have been handled by one of their own contractors. Apparently this is worth losing a loyal customer of 5 year. I would like to give 2-10 a rating of zero stars given their inability to do anything and the feeling of laziness and corruption that they exude. Instead I'm giving them 1 star and warning all homeowners in the market for a warranty service: Buyers beware 2-10.

I called 2-10 back and explained that the snaking caused damage to the pipe. I asked them if it was covered, and they said yes. They would send out the company again to look at what happened, and they did that. The company came back out the next day, Tuesday. They got there at almost 8:00 PM. They opened the wall, under the cabinet in the bathroom, down to the basement, and they said it was damaged. Whether the damage was caused from years as the pipes were old or the snaking contributed to it, they would send it to 2-10 on Wednesday morning. They (BK Plumbing) told me they would be back on Wednesday, but they did not. They also did not call. So I thought it was overly ambitious for them to be able to get it all done within 24 hours, even get the approval done from 2-10.

On Thursday, when I didn't hear anything about it, I called back and 2-10 said it was still with them. They would call BK Plumbing to find out what was going on. I had the cellphone number for the company. So I texted them and asked were they coming back to make the repair. They were not responsive. I called 2-10 and they told me they would call the company and let them know to get back with me. They did that then they told me to give it until Monday (which was last Monday) for them to get back to me.

I waited, but nobody got back to me, neither 2-10 nor the plumbing company. So I called them on Tuesday and asked what was going on. They said they had 48-72 hours to make a decision on the claim and then they would get back to me. So on Friday, I called 2-10 and they told me they were calling BK Plumbing back out for snaking. I said, "It's not snaking, it's damage caused by the snaking below it". So then I had to explain the whole situation again. They transferred me to claims, and then claims told me they didn't know it. They needed to get more information from the contractor. And all the while, nobody seemed to get there. I asked them if I got my own plumber to do it, how much of it would they cover. They said I couldn't get my own plumber. They didn't cover that.

I was very irritated at that point and told the person, "You're about the eight person I’ve spoken to, and I know this is not your fault. But, can you imagine that every time I call, somebody else has kicked the ball down to some other place and there's no end in sight. If you told me it wasn't covered two weeks ago, then I would have made a different decision. But you're behaving as though some of it or part of it is coverable. But every time I call, there's just no resolution."

I normally have had very good service with 2-10. But after that, I didn't know if I wanted to deal with them anymore. They could deliver bad news to their client in a quick way. They didn't have to stretch it out. There seemed to be no sensitivity. Their customer service rep told me, “Oh no, this is urgent. We'll put urgent. We'll put expedite on it." That was what expedite looked like? Wow! Mom just passed away at the end of December. I don't have the emotional bandwidth to expedite all this kind of patience to do something that I consider to be simple. If a friend would ask me about 2-10, I would tell them to shop around.

It also requires a lot of arguing with 2-10 to get something fixed and some of the stuff that they cover and don’t cover are a little nonsensical. They’re not very good about preventative maintenance on it and they want to wait until something actually breaks before they’ll fix it. For instance, when the main water valves in my condo were completely stuck and wouldn't move at all, I went back and forth with 2-10 about getting them replaced because they refused to do it saying that the valves were not broken. But if I have to turn them and break them, then I'd have a much bigger problem in a sense that my condo would be flooded. The reason I need to be able to turn them on and off is for an emergency. Somehow, I got 2-10 to agree to have a plumber come out and they have finally come through.

Right now, I’m also in the middle of two large issues with 2-10 that I’m trying to get resolved and I'm not sure how they're going to turn out. It's kind of weird that I have to go around in circles with them about these things. But they're an insurance company and they want to save as much money as possible. When they do come out though and agree to do the work, they get the stuff fixed. I would tell my friends to use them to the max if they’re a seller or if someone else is paying for it. For me, there wasn’t any money out of pocket in terms of getting the policy, although there was a $70 copay anytime someone came out. Then, at the end of the year when this home warranty runs out, I’d advise anyone to do a lot of homework and check reviews to see if there’s anything better.

All I asked is for another opinion from a 3rd contractor on the issue, they stated that I would have to pay for that visit on my own. So I did, and while I did so also asked for a proposal for additional work. They denied this claim stating that it is written as a proposal and not a diagnosis. It seems that every time you prove your claim is valid they make up an excuse in thin air. I should note that the first contractor stated I will need a new furnace but that he knows 2-10 will figure a way to get out of it. Stating the only person they've seen get 2-10 to replace their furnace had to get an attorney involved. So if you decide to get this warranty be sure to have a lawyer on retainer.

Updated on [03/21/2018]: This is the 2nd review I have done about the same issue. It took from January 28 to February 23rd to have my refrigerator "fixed". The company that was sent to fix it was Best Appliance Repair and it took 3 trips to have it start working. And it did work until March 17th. And once again we poured ice cream in our bowls and threw ruined food in the trash. I was dealing with a woman named Alexandria ** originally and she was very helpful. However I have called and left 4 messages on her voice mail that says she will call back within 24 hours and have yet to hear from her. I have also sent 2 emails with no response. I paid over $500 for their best coverage when I bought my house thinking it would offer me protection. I am 72 years old and on social security so this sounded like the best insurance plan. It's really hard to live without a refrigerator and I can't afford to buy a new one.

When trying to resolve this we were on the phone for hours and we still do not have the water heater fixed. This company is a scam and there are never supervisors to speak to. We finally became frustrated and just cancelled the work order, a week later we got a letter from 2-10 saying our subscription had been cancelled and we would not be getting a refund. So we paid the yearly fee and really didn’t get any help from the company.

There are only a few companies that I recommend based on customer service, and I highly recommend 2-10. I even talked to my friend about going with 2-10. I tell them they can't go wrong with 2-10. For the other home warranties, they send the contractor out and they don't want to be bothered anymore. But 2-10 on the other hand, they constantly email me. They called me on Friday because I was concerned about the contractors. It's been a week since these men were out. They left me a long detailed message of what was going on. And as soon as they get the part, they're going to get back in touch with me. So, I really appreciate that.

When I called, no one answered so I had someone else take a look at it. The handyman was able to confirm that it was just the sound of the piping expanding in the walls and there was no leak. Then the contractor called me back two days later saying that they set up an appointment for me on XYZ day. They never apologized for not showing up and I told them I didn’t need their service. Other than the plumbing company that they contracted out, I don’t have any issue with the warranty company.

I had a problem with the original service contractor that they sent to fix my plumbing problem. It was called BullsEye Plumbing. I complained to 2-10 about their inability to do the job so they gave me a new contractor. I thought they would never use that contractor again but instead they still go with that one contractor even though they did terrible. They need a re-evaluation period for contractors, like what Angie's List has, as 2-10 Home Buyers needs to hear from the horse's mouth. I’m happy to pay their yearly fee for the peace of mind of having them, however, it would be great to know that whoever they call is going to be rated as one of the better contractors in the area.

The contractor I’m having an issue with called to confirm when he was supposed to come out. I called him three times and 2-10 called him twice. His response back to 2-10 was that he didn’t have my number. Then, I got an email from a rep on Friday that I didn’t see until yesterday. She emailed me and said that the contractor called to set a time. I responded to her email yesterday morning and said they did not call to confirm a time and informed her what American Air did. They called me at 9:18, told me they’d be at my house in 10 minutes and I was still in bed. They didn't come in 10 minutes, they came in five. I’ve already put out almost $1,000 between out of pocket and paying the deductible for something that I’m still trying to get situated. Now, the contractor tells me that I need a circuit board. I’m not putting out another dime on anything. I don’t know who to trust and believe, and I'm not pleased with the service at all right now.

Last year, I had an issue with the HVAC and the contractor 2-10 sent was awful. They would never contact me and were trying to upsell me so I ended up using another one. I have a contractor coming over today to fix my toilet and it has also been difficult to get ahold of them. Trying to schedule something has been a little bit trying this time. But they’ve been pleasant and professional. Overall, I’ve been very pleased with 2-10. Despite having a couple of issues with the contractors, it has been pretty seamless for the most part. But I would greatly appreciate any discount from 2-10.

On 1-25-2018 after exchanging several text messages with the contractor, something didn't seem right as he didn't have the information that was supposedly provided by 2-10 to service my system and fill the work order. Several more calls and text messages provided some sense that he was legitimate and I agreed to a time for the service call. The service call consisted of him not actually diagnosing problem and only going on what I told him as to the nature of the problem, although he did tighten a fitting he considered "loose". On the receipt it was mentioned that the system needed charging and the cause was loose connections. He didn't return to complete the work but did charge me the $75.00 service fee... Another closer check of credentials showed the contractor was not licensed to perform hvac work in the county or state (shame on me for not checking sooner).

More calls to 2-10 only produced more promises of yet another contractor (didn't respond) and another contractor which had a horrible reputation. Well, by this time, almost a month has passed without my heat pump not working and I've had enough of 2-10 HBW and the shady characters they pass off as contractors. I've cancelled my warranty after more than a year of payments which was wasted money down the drain and hired a reputable local company. The previous diagnosis were incorrect and required a repair at considerable cost, but the system is now fixed and operating properly. Thanks for nothing 2-10 HBW!

I ended up calling them and I stressed, "This is a Miele appliance. Residents have a Miele, so be sure you send somebody." They have assigned the case to five different people who didn't work on Miele even though I escalated up the line. I got a supervisor involved because the person helping me wasn't finding the right person. Then it got escalated over to what they called it call center where they promised me that they would actually confirm with the appliance repairman before assigning him to my case, which they didn't do. I was so frustrated. I waited probably four, five days on this because it happened over a long weekend. I kept calling. I cannot tell you how much time I spent on the phone with 2-10. I'd just gotten nowhere. In the meantime, the tenant had no dishwasher and of course they are unhappy.

Finally, I went on Thumbtack, a little website that you use to find appliance repairmen, and I found one who can repair Miele. Then I was finally dealing with somebody at 2-10 who explained to me the process that if you go find your own person, you will pay the service call, which was worth $100, and they pay everything else. The person I found has only $50 service call but I had to pay the $100 and then 2-10 paid the balance. He fixed the dishwasher, and I know now somebody who fixes Miele, which I found myself. I won't be renewing with 2-10 Home Buyers Warranty because I can take service like that now.

He doesn’t know what the problem is and I asked him, “How do you know this?” He was like, “Thirty years of experience, son.” Then there were other things on the ticket that they’re supposed to look at. He wouldn’t do that either. I had to call 2-10 and get them to modify the request just to get him to do what he was supposed to do. When you get there and people are trying to make calls about what is and isn’t covered when in reality they just did it to assess the problem. I’m telling them, “This is your job. You don’t tell me what’s covered under my plan. You diagnose and 2-10 tells me.” Then they submit a report to 2-10 and they include it’s not covered. Once that gets written down it’s a battle to try to get what you’re owed.

I happen to have more spite in me and so I stay on it and I usually hound them about it. But I just think about my mom. If somebody with authority told her, “We’re not going to pay for this. We don’t cover this,” she’d just accept it. It’s not right and it’s a bad experience. I have some plain coverage so, I’ve had a couple of major appliances go down. Even after they tried to run a tab up, which they all do, even though they tell you, “I don’t care about $300,” I’m like, “Then why did you put it on the bill?” Then I’m going on with my line, “No. I’m not paying for that.” At the end of the day, I’ve saved money but it hasn’t been as easy as I think it should be.

2-10 is not in the business of spending money. They’re in the business of making money. When I finally get somebody at 2-10 who’s knowledgeable on the phone, they usually want to help me resolve the issue. I’m talking to some manager person and they’re like, “Look. This shouldn’t have happened. We’re sorry. We’ll fix it. We’ll waive the fee.” They’ve done all of those things, but it didn't happen overnight.

Updated on 02/15/2018: After I wrote my complaint about my burned out washing machine to Consumer Affairs last week I did hear from 2-10 Warranty the next day. They apologized to me about my frustration over this matter. They assured me that they would be sending me a check for $379 within a few days and they would email me to assure me that it was going to be taken care of. Guess what? I haven't heard no other response from them. So I am back to having no washer for over 2 months now. I also feel the check should have much more. 2-10 gave me a much bigger check when they replaced the same washer that went out now. I WANT ACTION not just WORDS. Praying for this matter to be resolved.

Their website is not very helpful even though I've set up an account and accessed credentials. After a couple of uses, I was not able to log into it anymore. I talked with the 2-10 personnel but they weren’t able to fix the problem so I don't use the website anymore. Now if I have a problem, I call them directly. The people I've talked to have been eager to help and I get the information I need. Overall my experience with 2-10 has been inconsistent. But since their warranty was a gift to me by my real estate agent, I’m not going to terminate it and just use it until it expires. After that, I'm done with them.

I also told them I understand that the warranty will only cover as to the repair part and asked them if that’s what they recommend, was it worth repairing it or should I just add more money to it and replace it? And the gentleman said, "I can get a buyout." So he did that. I told him that I don't want this to hold up as it was the dead of winter. And he said ok. I reiterated myself that I don't need the buy-out request number, and then he implied that it would take a couple of more days. Then I had a call, saying, "Well now there's a buy-out, here's your buy-out quote." And I thought, "Okay, well it ends on the part being ordered.” And I couldn't get a straight answer from anybody. And then finally, I called again on a Friday and they told me that they ordered the part.

At that point, it was a full week of having no heat. And then, a couple of days later I called again to ask what was going on and I keep getting the runaround. I made multiple calls and sat on the phone for an hour in one call and 45 minutes in another call. They were not sure and told me I could call back to get my tracking number. That was Monday. Then I called on Wednesday to get a tracking number and they said they still don't have a tracking number for me. I talked to two different people. They said they'd have somebody call me. And so finally, Stephanie called the following day and said two parts needed to be ordered. The one had been ordered and the other had not been. Then they told me that somebody would call me on Friday but nobody called me.

I’ve talked to five different people and nobody knew anything until Stephanie finally shared that one of the parts had not been ordered properly. So, that's really annoying because it's been 15 to 20 degrees here. My complaint is with 2-10’s internal system where I have to talk to the customer service person, then they forward me to the parts department. I don't need to talk to the parts department. I need the customer service to tell me when my repair is going to be made. It'll be more than two weeks by the time it's installed. The new quote for it to be replaced was $1800 while the repair is around $500. They could have just spent $1800 to replace my system instead of looking for a part and I could have it done within 48 hours. Had I known that it's going to take this long, I would've just spent $1300 to keep my family from sitting in the cold for two weeks.

2-10 is obviously picking the cheapest option which I understand from a business perspective but it's actually a poor business decision because, after this year, I will not renew with them. And I'm about to tweet everywhere that nobody should ever buy a warranty from them. They initially save $1300 but they lost the customer and they're going to lose more customers once I share with people not to ever use them and my realtor will not continue to use them too.

Original Review: Feb. 3, 2018

I have had a home warranty with 2-10 since I purchased my home in 2010. We have had maybe 3-4 minor claims over the past 7-8 years and most were resolved "relatively" painlessly, but this latest one is by far the worst service I have ever received from any company or store that I have dealt with... This is a significant statement when you consider that I have over 24 years of military service, served in many states and countries, and been associated with hundreds of companies & stores. My three year-old refrigerator went out in early January and I contacted 2-10 immediately. They told me the company that was dispatched would contact me within 48 hours... That did not happen, so I contacted the company. Paid my $75 and the tech diagnosed the issue and said he would contact me the next day.

Well he didn't, so I began calling him. At least twice they said they would call me back and they did not. Called 2-10, but was told to contact the company doing the work. I explained that I did, but I was getting nowhere, until I threatened to pay them a personal visit rather than wait for them to call back. The tech finally said he thought the repair was too much for him and he would recommend that 2-10 go through the manufacturer since the parts were still covered under warranty... Been without my fridge for about a week at this point. I contact 2-10 and they say they did get the diagnosis from the tech and they were assigning it to someone else. Waiting two days before I logged in to 2-10 to get the info for the company that was dispatched. Attempted to contact the new company. Got a sick feeling when I could not even find the company via Google.

When I called it appeared to be someone's home voicemail...did not mention a company name on the recording. Only said "leave a message." Contacted 2-10 and the rep said "your claim is currently under review." I ask him what does that mean and he said, "It means your claim is under review." We are at about day 10 or so with no fridge. I ask to speak to a supervisor or manager and he said he had the authority of a supervisor or manager. I ask him what does that mean and he repeated it. I told him that almost like saying a mall cop has the authority of a sheriff. I wasn't getting anywhere with this rocket scientist, so I hung up and called back. This time the rep was a little more helpful and she actually tried calling the dispatched company and she got the same results. She said she would reassign and that I needed to wait 48 hours. After 48 hours nothing, so I logged in and saw that the dispatched has been declined by the company.

I assumed this meant the company it was assigned to did not take the job. So I called and it was dispatched to another company and to wait 48 hours. 48 hours later, after no called, I called the company, the tech asked me to text him my address and he would be out the next day (Friday) to take a look at it. Well Friday comes and goes, no visit. I am probably as mad as I have ever been. Called 2-10 again and was told the only things that I can do are either call the company or they can reassign it AGAIN! However, if they reassign it I will have to wait another 48 hours before I can contact the company or wait for them to contact me.

I ask for a supervisor or manager. The rep says ok, but comes back to tell me the supervisor is on another line, but she was told I could also call my own repairman and be reimbursed up to maximum amount 2-10 allows for the repair. I think that is about $250... For a refrigerator that cost over $2000 and is only 3 years old I call BS! I the rep that was unsatisfactory and to just have the supervisor call me back. She told me the supervisor would not call me back, so I told her I would hold!

Finally the supervisor gets on the phone and essentially began repeating the same BS the rep did. I cut her off and told her this was unacceptable and she obviously was not the person to assist me. She then put me on hold and called the company dispatched to fix the fridge. She comes back online and tells me the tech will be there on Tuesday. She then had the nerve to ask me if that was alright! I told her no, but I obviously have no other option. I also told her the next time she asked me if I did not mind holding she needed to await my reply rather than just putting me on hold.

Tech shows up Tuesday (30 January) and provides the exact same diagnosis as the first repairman and recommends they go through the manufacturer for the repairs... Parts would be free since covered by warranty and 2-10 would only have to pay for the labor. Today is Saturday (3 February) and I am no closer to getting my fridge fixed than I was on 11 January! Luckily the organization I work for has people on staff that can advise me of what I need to do in order to address this issue in a official manner at this point. Almost a month no fridge, 4-5 companies dispatched and nothing fixed, and I have gotten two surveys from 2-10 asking me how they are doing with my service request.

First survey I indicated I needed help from 2-10... No email or phone call from them. I guess I have should have expected that based on this experience this far. I did not even reply to the second survey. I will update next week after having the discussion at my organization on what I should do now. FYI 2-10 status today is that it has been dispatched to yet another company, parts orders, but anticipate receipt time is TBD! Really!!! I would give negative something, not worthy of a star, if that rating was available.

On a second instance I had a vendor come to my home to evaluate my refrigerator. He looked in the refrigerator asked what else could be possibly wrong with it. The only thing really wrong with my refrigerator was the mullen on the back of the left side door on my side by side refrigerator will not retract anymore. He asked if you could add anything else to the warranty claim. He had added door seal and ice bucket to my claim and then when the claim was filed by his company, he stated that it appeared as the door had been abused and that the reason the closure was not working was beyond a manufactures defect.

I tried over and over again to communicate with 2-10 in their claims department and customer service department but was met with nothing but resistance and their line that they stand by the claim description from the vendor. After further research I was able to determine that the vendor they sent out had numerous claims of lack of customer service, follow through, and what sounded like fraud. It appears as though these vendors take the 75 or hundred dollar payment. Have no problem having the claim disqualified. So they do not have to go back or place claims with the warranty company. All I tried to do with their service department and claims department was get another vendor to come out and get my $75 back. But they claimed I had to pay again $75. Do you have another vendor come out and evaluate the problem if I was dissatisfied. Even after telling them The results of my research into the vendor that came to my home.

After complete frustration over my dealings with 2-10 and their lack of service department. I did some research with the Better Business Bureau and found pages and pages and pages of dissatisfied customers and problems with 2-10 Home Warranty. I put one more call In an effort to bring this to their attention in hopes I would find a customer service agent who understood my concern and my problem and would be realistic with my expectations. I found a nice young man by the name of the Dakoda in the service department. Who understood my concern and offered to have a vendor come to my home at no charge, but after speaking again with the claims department they told me that he had no business making that offer.

They denied my claim to have another vendor come out and look at my problem. I continue to believe that this situation is fraud not only on the part of the vendor but on 2-10 Home Warranty. After my frustration of not being able to get anything done I did more research into the problem with my refrigerator only to find that it is a common problem with Samsung refrigerators and that this part regularly breaks and is a default from the manufacture. The videos online show a simple solution and fix, At a fraction of the cost of my deductible. I would not have had to go ahead and place this concern if I did not feel I have exhausted all attempts to get any service out of 2-10 Home Warranty and could not reach anybody in the end who had any ability to deliver customer service and or concern about the quality of the vendors they continue to hire.

I would hope anybody reading this would do their own research into any vendor that their home warranty company sends out before they agreed to it. And certainly do your research into 2-10 Home Warranty. This is not a company to do any business with and does not deserve to be in business. They give you the runaround, will not return calls to you as stated, and will not let you speak with any member of management or an executive who actually cares about their company and their customers.

I will be canceling the service requesting a refund from the date of this last policy started. In purchasing a new home warranty. This company is nothing but frustration and ridiculous in the way that they do business. It seems that they picked vendors by luck of the draw, do no research on them, And put the customer at risk. Again read the pages and pages of comments on situations similar to this from other customers on the Better Business Bureau website. Save your money and frustration and get another home warranty.

Today I just called them and they finally ordered the right furnace which won't be delivered for another 2 days! So, the error of them ordering the wrong furnace cost me 2 days of having NO HEAT IN MY HOUSE when it's freezing cold outside. But 2-10 does not care and won't do anything about this. Absolutely horrible customer service and they DO NOT CARE about people!

Original Review: Jan. 31, 2018

Yesterday I put in a claim for a water heater that is broke. I called Ace Home Improvement who was assigned to the case today. It will be a week before they can even come look at it and determine what to do. I called 2-10 and asked for a different contractor due availability. They said they couldn't get me one. I asked who the other contractors were in the area and was told they had some but didn't know who they were. I asked, “How can you not know who your contractors are?” He said, “We just don't.” I went through 2 supervisors and was given the same runaround. One supervisor told me he had to go without hot water for 2 weeks. Like I cared. They were rude and not willing to work with me.

I was told I could go outside the contract and hire someone and pay the bill. I could submit it to them but they probably won't pay the full amount. The supervisor told me going without hot water is not an emergency and they try to settle all claims within 30 days. I understand a couple days of wait time but a week just to diagnose then probably another week to come back and fix is ridiculous. Very poor customer service. In addition the company Ace they contracted to was very rude on the phone. When you pay for a product you expect prompt professional service. You will not get it from this company or the people they subcontract to. I was thinking of renewing but will definitely not.

I called 2-10 to get their opinion. 2-10 would only cover under $400 so I waited and rented a hotel room to take a shower. Monday came around and the 2-10 plumber showed up, looked at my water heater and said they could not work on it because they did not have a license. I called 2-10 and the process started all over again. Mike at 2-10 said since it is an emergency they would work on getting a new plumber within 24 hours per their policy. Interpreted, this means they schedule with a plumber within 24 hours but the plumber they contract with may not show up for a week. So I guess I have two options, wait for 2-10 to get the right plumber out or pay $2,000. Guess I will be renting another hotel room. Way to go 2-10! Jim, valued customer since 2011. Bottom line 2-10 is unable to react quickly and does not know their network providers well enough to be able to provide a quick response and resolution.

Meanwhile, we have no heat and no one has come to our house except the one who we called ourselves who said they could have our furnace replaced by the end of the week (if we pay for it out of pocket). Needless to say, that is what we are doing because. We cannot sit here with no heat while 2-10 pretends to do something. Similar experience when we used 2-10 for our refrigerator that died. Took several months to be replaced after sending various contractors to evaluate and we STILL have issues with the new fridge because it wasn't installed properly. It's under manufacturer's warranty and we've had to have work done on it twice, most recently this week, and we've only owned the fridge 6 months. Do NOT buy a warranty with 2-10, it is not worth the money.

Today, 3 days since starting this procedure (fiasco), I was told that plumbing company refuses to come to my home. I find that hard to believe considering one rep at 2-10 told me she couldn't put the request in for a company I didn't want at my home. However, 3 reps later, it's possible. I'm beginning to wonder if there are good contractors who just don't want to associate themselves with 2-10. I have used 2-10 for other appliance issues without incidence. Wish they could find a reputable plumber nearby.

In addition, all the technician cared about was collecting his fee and charging 2-10 whatever he wanted to charge. He also didn't do the service so we were forced to pay to get it done and 2-10 didn’t refund. While we didn’t ask for one, they should have offered to fix the issue. Other than that, when the technician comes once and doesn't have to come back two or three times, things have been fine.

We have acquired properties which were already under other companies. As builders, we have been with 2-10 for many years with different company names. As property managers, we use different warranty services. We thought that 2-10 would be our first choice, but we’re reconsidering because of the few incidents that happened. They played with us in so many ways that we’re going to start switching slowly to some other warranty company once the 2-10 warranties in some of our homes expire. They are still a good company though and we’d recommend them.

The first claim was for the refrigerator and the contractor took forever to come out. He was a nice guy but it took him four weeks to look at it. Part of that was because I work 9:00 to 5:00 which wasn’t very accommodating for people that work full-time. He got here, diagnosed the problem with the refrigerator and I never heard back from him. I finally got a hold of him and he was scheduled to come out 45 days after that. You would think that they would follow back up with you whenever they said they were going to.

Then, right before he came out, the control panel inside our dishwasher started smoking. I got a hold of 2-10 and they said they were going to send somebody out. They were good about making the fact that it was an emergency to get out here. They made sure the power was disconnected and it wasn’t going to catch my house on fire. They sent the same guy out who looked at the refrigerator. He came and told me the dishwasher was seven years old. It burned up and the part was not worth replacing. I have two sons, the youngest is 18, and we’re expecting our third on the way. The last thing I want to worry about wherever I am is my house burning down because of a dishwasher.

He told me he was going to tell 2-10 that the dishwasher was totaled and 2-10 is going to replace it. A couple of days go by, I called 2-10 and they said they didn't have the paperwork back from the contractor. I was pretty aggravated and my wife was frazzled. So they finally got a hold of the contractor and they said they would be back in contact with me shortly. A day went by, they called me back and said they talked to the contractor and that they want to replace a part. I told them that we were not doing that and they were not going to try to take the cheap way out. There were still some underlying issues why it caught on fire. We were talking about something that’s $500 and I don’t think it was worth jeopardizing their reputation.

We went back and forth about it. I was on the phone for three days trying to talk to management and they would not agree. They wanted me to go to a third party and pay somebody to verify that this was not something that should have been replaced. I was pissed off and they sent me $200. I took their money and I paid to replace it out of my own pocket. It cost me $800 for something that’s warrantied because somebody was trying to be cheap. Then to top it all up, the guy who looked at my refrigerator said that it is working okay. I didn’t even want to be bothered anymore. I wasn’t thoroughly thrilled and I’m very dissatisfied. The warranty lasts for a year and we will not renew.

They cancelled orders when I SPECIFICALLY said not to for about 10 minutes. The company is really PICKY with the verbiage you use because while talking to them because if they catch "KEY" words, you might get stuck with the whole bill with them just keeping your money and not really keeping their "warranty" word in place. Please please save yourself the trouble, since I am still living a nightmare with them. Their customer services will refuse to answer you any questions if it's not beneficial for them, I was wondering who called the shots for buying my new ill looking toilet and NO one could answer that.

Needless to say, it was a miserable holiday season with no water going to the kid's bathroom for over two weeks. The other issue is that one of my heating units is not blowing hot air, and I have made several attempts to get some help from 2-10. Yet again, their first response is that they don't have a service contractor in my area. I asked if they could use INET to find someone. Again, they keep sending me emails telling me that I need to find my own service provider. I don't know of anyone who is willing to work with 2-10.

I have asked 2-10 again for assistance and they stated that they would look for an out of network provider. They waited a couple of days and sent another email stating that I need to find a service provider on my own. It's been going on two weeks, give or take a few days, and again my kids are suffering, because the heating unit is supposed to be heating their rooms. I'm at a loss as to what to do. I am truly beyond disappointed. I absolutely refuse to believe that 2-10 cannot find a heating and air service provider. If that is true, my next question is why? This experience so far has been a nightmare. I thought a home warranty was supposed to give you peace of mind, not unnecessary stress.

I called 2-10 and asked for an escalation or compensation given that two days had gone by with no action and I was looking at another 3 days before the issue was even looked at. They said "I'm sorry" and offered only to get a new contractor warning me that this could delay things. I asked for a new contractor who will be coming out tomorrow. However, when I asked them about a timeline for repair/replacement, they explained that 2-10 does not permit them to purchase the replacement unit (something 2-10 didn't mention) which will add days of delay to my repair. So - after two days of no action, I now find out that I could be without heat for almost a week and a half. If that's what you want from a home warranty, great. If you expect more - try a different provider.