2-10 Home Buyers Warranty Reviews

Otherwise, we could wait an additional three days for their tech to come out and rediagnose the problem. Meanwhile, it was 97 degrees yesterday and 93 today. The technician they called refused the service call. The next tech was supposed to be here four hours ago and then called to say he couldn't get here until tomorrow. And I hung up after waiting on hold for over an hour. Our warranty has been paid up until June of next year and I have never been so disgusted with the cruelty this warranty company has shown us. They are terrible, rude, their customer service is appalling. It's borderline legal action. Good luck getting anyone to answer the phone, let alone call you back. Worst company I have ever dealt with.

After a month of functioning AC, it stopped cooling, prompting me to file a claim. From the start, the experience was abysmal. I filed the claim on 6/4, but it took seven days for a contractor to arrive, leaving us in sweltering conditions with a child and two pets, with indoor temperatures reaching 89 degrees. The first contractor diagnosed general wear and tear, recommending replacement as repair would be more costly. Despite this, 2-10 claimed not to have received the diagnostics and sent another company, which confirmed the initial findings.

Yet, my claim was denied, labeled as a pre-existing condition despite both diagnostics indicating otherwise. After two weeks without AC, I filed a dispute with proof from my home inspection showing the AC was satisfactory at purchase. However, 2-10 persisted in their denial, claiming the unit needed replacement before I moved in, contradicting their warranty's purpose.

Warranties are meant to protect against unforeseen breakdowns, not perfect systems. We rely on warranties because no one can afford to preemptively replace functioning appliances. My experience revealed that 2-10 will do anything to avoid honoring claims, contradicting their coverage of general wear and tear. Their refusal undermines the very essence of a warranty. I share this to spare others from this nightmare. Do not trust this company to protect you. Seek a reliable alternative. We are still suffering in the heat, hoping to find the funds to repair our AC before July.

This year, mid May, when we turned on the AC for the first time this year, same leaking issue again. The company from last year refused to come back out, so they assigned the ticket to a new company. The guy said the drain pipe was clogged. That sounded fishy since it was just unclogged last October and we didn't use the AC. The new guy unclogged it. 3 days later, water was everywhere again. So he came back out and unclogged it again, and this time he said there was something wrong with the pipes. He had to cut out part of the pipe. But he wasn't too sure whether it would solve the issue. I've lost confidence in these companies that 2-10 is sending out, and whether they can fix the issue.

2-10 also would not refund my various service fees since "it had been too long". I explained it was the same issue that they just never fixed properly, but they would not budge. I will not be renewing my contract again. These contractors that they sent out just didn't seem high quality and they would not stand behind their work. 2-10 also didn't seem to care.

Original Review: May 30, 2024

I do not recommend - They require clients to receive "express approval," before starting any qualifying work... but the only process they have set up to request this approval is to call a separate department.. which does not answer their phones.. ha ha. There is nothing that you can do at all... I've spent hours listening to hold music... or the new soundtrack to my life as I call it.

- $500 for valve repairs

When I complained about the service fees to another rep a week ago, all he could do is say, well, it's stated in the terms. Yep, I guess my fault for assuming 2-10's model worked the same as most home warranty companies. Bottom line...DON'T waste your money with this company. Find another home warranty company. My understanding is that there are others that will charge per trade per visit, not per item.

After replacing the thermostat the HVAC system still didn't come on... so after about another hour, he stated it seems like the circuit board needs replacing and that he could buy one but I would have to reimburse him. I told him I would call him back and I called 2-10 customer service, customer service said I was not to pay him anything because that wasn't the process. I was told I could be refunded the 150.00 I had already paid if I submitted the receipt.

After speaking with customer service, a few minutes later the contractor called me and said he would have to submit the purchase order for the circuit board to 2-10 for approval and that he would bring me a receipt for the thermostat I had purchased. Well, it's now 5/21 and I haven't heard back from the contractor regarding the ordered part or him bringing me a receipt. Whenever I call 2-10 they have no solid answers as to what is going on and/or if someone else is coming out to repair my HVAC. If I could give this a 0 star I would.

No doubt we will end up with no AC again and hours and hours on the phone getting nowhere. This has been the absolute worst experience I’ve had with any company ever. Do not purchase their warranty. Nothing but huge stress and waste of time. After last review, they had a supervisor who contacted us and seemed very helpful at first but would not return multiple emails and calls this week.

Original Review: Our air conditioning stopped working. I contacted 2-10 Home Buyers Warranty to have it repaired. Their contractor could not come out to even look at it for a week. It was 85 degrees. I spent an hour on hold before I could even speak to someone at the company. They told me I could contact someone else on my own and they would reimburse them. Got someone to come out the next day and they diagnosed the problem. 2-10 offered to pay for half of the $2000 repair because it was not their contractor. Spent another hour on the phone to find this out. This company is terrible and contractors are not available in a reasonable amount of time. Do not use this company for a warranty.

First they denied the claim, hoping I wouldn't dig any deeper. Then when I called them out, they approved the claim, why would they approve it if they weren't responsible? Because they are responsible, and then they throw a bunch of fictitious cost in front of you prior to completing the service. This was sold to me by a real estate agent, the real estate agent did receive a commission for selling their sub par warranty program. I wouldn't buy this warranty again, and now looking at their reviews across many sites, their 1 star rating is definitely what they deserve.

2-10 reached out to me to let me know that the contractor had all parts and my job was being scheduled for 1/19. I called the contractor the same day to confirm the appointment. He stated that he couldn’t come and that he doesn’t have all the parts. I called 2-10 again and they confirmed a 3rd time that their warehouse sent him all the parts (2 in Nov. 2023 and 1 in Jan. 2024).

I’m extremely frustrated and have no faith in anything this contractor says. He is unresponsive, unprofessional, and doesn’t always tell the truth. I don’t want him back in my house. I am requesting a replacement microwave from 2-10. I paid and extended 3 year service agreement on my new construction home yet on I’ve been waiting for almost 3 months for mine to be replaced. I have had 2-10 between my 2 properties over 8 years and this is my 2nd claim. This is terrible service and an atrocious customer experience. Can someone please call me back with a resolution. I have no choice but to escalate this further.

On a Sunday, my plumbing backed up and septic flooded into the bathrooms and bedrooms. I immediately contacted their "24-hours a day / 7 days a week line" after filing an online claim. I received an automated message indicating no one was available and to call back the following day. At that point, following the instructions on their website as this being classified as an emergency, contacted a plumber who diagnosed a main pipe break from the house to the septic, which is indicated as covered under my optional add-on "Septic System" "Coverage: line from Serviceable Area to septic tank."

- The pipe failing wasn't normal wear and tear - which is a diagnosis from a claims agent on a phone call. I'm not sure how she diagnosed this as normal wear and tear, when my plumber and I weren't sure what happened with the pipe.

In the end, they offered $50 as a courtesy toward the services for an $800 service call. I pay over $1300 a year for coverage. I should have saved the $1300 so I could pay for my own repairs.

Day 3 with NO WATER to the house and no word from 2-10. We finally called them again and they said they had no one on their list to send for our work order. Told us to call someone ourselves and then call them back to get approval for the company we've chosen. They waited 3 days (without water to our home) to tell us this. I called them again to raise my concern about this. They said that anytime we submit a work order and don't hear from them after 24 hours, get your own contractor, submit an approval to them, and if they approve they will reimburse up to a certain amount. These people are scammers and typical insurance company greedy people. Don't waste your time and money with this awful company.

2-10 notified me that there were some uncovered charges (500$) I needed to approve prior to any work being done. I approved them. The cost of a new unit can be several thousand dollars. So far everything is pretty much as expected.... Then I get a call from the contractor and he tells me 2-10 did not approve the replacement but only certain parts. So why did they make me approve 500$ worth of uncovered expenses? The contractor informs me that the parts needed are probably no longer available which is why he recommended replacing the unit. 2-10 orders a compressor that is supposed to fit or is comparable to the original which takes almost 2 weeks to get it shipped and they end up shipping the part to the wrong location. The contractor is willing to go pick it up but it's over an hour away and his doesn't allow him to go get it for another day or so. We finally get the part to the house and it doesn't fit.

Meanwhile my 2-10 contract is set to renew. I'm assured that 2-10 will get me all fixed up but I still wait till the very last moment to renew. (Sorry. Side note here. If your claim spans a renewal you can't go online and review your claim status because they delete all claim information from your homeowner portal once you renew. Even if it's an unresolved claim. How stupid is that? It's also a very easy fix if they have a comparable IT division). Meanwhile time has gone on and we're 3 months in and we've done this song and dance another 2 times. Ordering a compressor that does not fit my unit. They've finally confirmed the part to fix my particular unit is not available and they will submit to have the unit replaced.

So apparently there's a third party making all the decisions/approvals. I now have to wait on their approval but like before I've had to approve additional uncovered charges. Last week the compressor finally gave out completely and at this time 3 months and 6 days from filing the initial claim I still have no air. The weather has changed fall/winter now so I've got no heat in the house. We're expecting below freezing temps in the next couple of days. I've got a request into 2-10 for a call back today to check on my claim status. I would not recommend 2-10.

But they REFUSE to take us off their list. I am currently on hold right now with them, being transferred to the FIFTH PERSON, which appears to be the same department I started out with. They are pretending, "We don't have your address here in sales." The department that sends out the scam. They want you to believe this is a legit company. "We have been in business for 40 years!" But they are not. For the love of God people, do not give these shysters your personal info. They got our address off a public list when we bought this house 18 months ago. They refuse to remove us from their list and if they got our personal info, that would be the end. They harass us constantly with this just with our address, imagine if these scumbags had your personal info. AVOID.

Original Review: Oct. 11, 2023

I made a claim with 2-10 for a hot water heater that stopped working on 9/30. A technician came to the house on 10/6 and diagnosed the water heater as leaking and needing to be replaced. 2-10 advised on 10/9 they would cover a replacement for small out of pocket fee. Then on 10/10 I was told by the contractor that the hot water heater that the home warranty company ordered was delivered to a location in Mooresville NC and it was a 4 hour drive so the technician declined to pick up the appliance.

My home location is in South Carolina so the water heater never should have been called to a Lowes facility in North Carolina. I was then told by the escalation team that they were working on getting a new request in to South Carolina and they would be closing in an hour and to expect a call back on 10/10. I called back the following day and they are working on getting a new water heat called in. Had they called it in to the correct state to begin with I would not be going on three weeks without hot water. The contractors they work with are also not the best as it took 4 days to get an appointment and then they re-scheduled on the morning of two days later. Almost 3 weeks and no hot water and no sense of urgency from my warranty company. Also, safeguards need to be put in place to ensure the equipment they are ordering is going to the correct location.

Also they have to connect with better contractors and need to establish a standard, not the ones who only show up to earn their show up fee and give bad vibes. Most of them are not willing to work because they think it’s not worth It. They don’t get paid enough, they say. So they are happy to collect their show up fee. It kind of free money for them. They collect 6-8 show up fees ($600-800) a day and they are good. It was a horrible experience. Never again!

Service request #2 - gas stove - contractor came did the diagnostic, said that he is going to order a part took the 100$ and disappeared. Unable to get in contact with 2-10, wait time 3 hours, unable to reach the contractor (not answering his phone). After a weeks of calling and waiting the tenants got upset and bought a stove. After hours of waiting on the line to speak with 2-10 they said there is nothing they can do. Just send another contractor or refund the 100$ fee. They just got too big and don’t care anymore. I am canceling them today. Horrible. :(

What? I have no warranty contract with my builder but that's the way it works at 2-10. 2-10 doesn't lift a finger to get involved in warranty claims for their customers. What a great business! 'Let's sell warranties, take the money, mail a piece of paper, then do absolutely nothing after that.' And, when you read their booklet they exclude a lot of things. What they do cover can be taken away as well.

Yesterday my Samsung microwave stopped working (one-year MFR warranty). Called Samsung and gave them the serial number. They said it went out of warranty a month ago because the builder purchased it 13 months ago (remember, I bought house 6 months ago - I should have another 6 months of warranty for it). Called 2-10 to find out if they will cover it under their warranty. Answer was, "We don't cover appliances."

In addition, they make unilateral decisions on claim requests without any facts behind them. For instance they told me my water was of too poor of a quality to honor a plumbing-related claim. How do they know that? What standard do they use (which is not in the warranty booklet). Had to dig deep with them to get them to provide an additional document which had the standards they use. Now it's on me (not them, because they don't do anything) to test the elements of the water - on my own time and expense. Also, 2-10 employees don't bother to reply to emails to the mailboxes they provide.

In the meantime, my refrigerator, went out on a weekend and we lost all of the food. Could not do a claim online. On Monday, I find out there is a problem with the warranty. After all day on the phone, every department says I need to talk to another department--EVERYONE HAS A DIFFERENT STORY--NO ONE WILL ESCALATE! Have spent a fortune for no service. Have probably spent on electricity what the repairs would have cost. Run--Don't walk from this company!

I paid the $859.00 so that Omega Heating and Air can come out and to do repair and replacement as stated. Omega Heating send 3 technicians on 6/27 to the home to repair/replacement. The next day 6/28 the AC was still NOT working so I reached out to 2-10 and Omega Heating send out again a Zachary Rollyson on July 5th. I explain to Zachary that 3 Technicians came out however the cold air is blowing is working on one side of the home. He went to the attic and came back and stated a replacement is broken and he asked for my receipt where it shows the items and cost and he stated since I already paid for the part that is broken, I will not have to pay for the replacement. He stated he will need to call this into 2-10. I asked that he expedite this as I have no air since May. I got a text message from Omega Heating and Air stating a Keith ** is scheduled to arrive at my home on July 17th between 9am and 1pm.

On July 17th I got a text message stating that Omega Heating and Air Inc is in route. This was around 9:55am. At 10:30am I got a text message stating "work with Omega Heating and Air Inc has finished." I immedicably called my mother as stated "they finished the work already". She asks what I was talking about because no-one has had been to the home. I asked her to look outside and she stated her technician is in his vehicle on the phone. I hang up the phone with my mother and called Omega Heating and Air and spoke to a representative. I was on hold with her for over 5 minutes then she came back on the line and stated that was a mistake test message from the Technician.

Within 30 minutes my mother called stated that Keith who identify himself as the supervisor stated he is finish and I need new compressor. I got on the phone with Keith and asked what about the part the Zachary stated was broken, "Did you fixed it?" He stated "ma'am you need a compressor and they the technician misdiagnosis the issue with my AC." I asked how can that be misdiagnosis twice. He left and about an hour later I get a text message for an invoice to review and pay. I thought they need to contact 2-10 first before I get an invoice to pay.

Keith from Omega Air who identify himself as the supervisor never went upstairs to the attic, he pulled the ladder down lookup with his flashlight and sec later he closed the ladder up. If he was there to replace the part that Zachry Rollyson stated was broken hence reason why no cool air coming in from one side of the home why did Keith did not have the part with him when he came into the home, why did he not go up to the attic to look at what the issue was that Zachary stated?

I got an email from 2-10 to agree to pay for the compressor I acknowledge for payment. It is now August 3rd and no one has contacted me regarding my AC. I have no cool air. I have several fans going and that does not help. I work from home and sweat be dripping from my back, I get headaches from the heat. it’s extremely HOT above 90s for several months now and the house feels like 100+ degree.

I have called 2-10 several times even though I have to wait for over an hour most times before some answer I stayed on the phone. No one seem to want to help. I spoke to a Tony and several representatives from 2-10 but all they stated they will call Omega and get on this issue but nothing happens. I am still with cool air. This is unacceptable. I pay my money to 2-10 never missed payment and you know it’s been hot all over the US and no one at your company seem to care. I set here working because I have to work and I get dizzy hoping not to passed out from the heat.

I would think with your company and you see that Omega Heating and Air INC is trying to rip me off because I am woman, they came out did not do their job, charge me $859 and now they want over $500 more for a compressor they say I needed but they got my $859 for misdiagnosis. You should not be using this company and to you keep sending this company out to me.

I called 2-10 last week and I was told the compressor order came in on July 29th and yet no one reach out or return my call of when someone will come out. On 8/3 you either cancelled this case or closed it because it does not show ongoing. Since you closed this case which has been going on since May 15th without any satisfaction where the AC is fixed, please refund $859.00 plus the service fee I had to pay. Nothing was done and you did not make sure my issue was resolved and taken care of. As your customer I am very upset as the way you handle this situation. I am asking that you look into this issue as soon as possible as it is not right that I paid to get my AC working and you took my money and you did not fix my AC. I appreciate you expedite my concerns. Thank you,

The first time we did our research and fixed ourselves. The second time was a way worse issue. They couldn’t reimburse us because “The proper steps weren’t followed to request permission to go out of network”. Also, we called anyways hoping for a miracle they could answer and because we “didn’t contact them during their hours if the contractor who was supposed to be dispatched didn’t contact us”, it’s our fault not theirs so no reimbursements for an emergency like this. I would NEVER recommend this company to anyone. Please avoid at ALL costs.

My contractors clearly stated on his diagnostic that the condenser motor is weak, high head pressure and compressor is falling which requires a replacement. Another 2-10 contractor was assigned after I requested that this would be handled out of network. To my surprise the in network contractors also diagnosed the outside unit needs to be replaced. I get an email from Michelle the obnoxious supervisor I have been dealing with stating my claim is denied due to my type of system. I never requested a total system replacement. I only requested that my outside unit be replaced by 2-10 whom installed it improperly in the first place.

These companies take kickback money from Home Warranty Companies to tell hard working premium paying customers that problems they're experiencing are unrelated home Warranty issue. This scam has gone on long enough. If you have this same issue please review accordingly to hold these contractors accountable. Hopefully this will put an end to hardworking homeowners getting ripped off and create some integrity in the industry.

Because they refused to allow the technician assigned to buy local and wanted to buy from one of their distributors, we're going to end up going over 2 weeks in an emergency heat wave state without an AC when we've been reliably paying this company on time for more than 2 years to handle situations like this. I'm frustrated and beyond disappointed. By the end of all of this, we will have had to spend more in hotel bills and pet boarding fees than the AC was worth. We kept up with these payments and bought a plan like this to specifically be prepared and avoid paying thousands in an emergency situation and now we're worse off. 2-10 is trash and they don't care at all about their consumers. Save your money and don't sign up with them.

In May 2023, my central air system broke down, plunging me into a scorching nightmare, courtesy of 2-10 Home Warranty's abysmal service. Despite numerous calls for resolution, my frustrations mount with each hot day. Promised swift 48 hour action turned into a maddening runaround, leaving me feeling defeated. Even after a technician's visit, the wait for parts feels endless; not to mention being overcharged for the service call! This article is my plea for 2-10 Home Warranty to fix or replace my AC promptly, respecting my rights as a long standing paying customer. Their negligence has made this summer unbearable, and it's time for them to take responsibility and bring relief to my sweltering home.

I’ve spent countless hours with their customer service; currently working with my 3rd contractor assigned by 2-10. My patience has been stretched to the limit, and yet, there is still no real relief in sight. As I write, I'm 62 years old, it's 95 degrees and my central air system remains in a state of disrepair. I write this article not only to vent my feelings but also to appeal to 2-10 Home Warranty to finally step up and do what's right by a long standing customer.

My best resolution is simple – I implore 2-10 Home Warranty to expedite the repair of my central air conditioning system or authorize replacement. It is my right as a paying customer, and within my contractual agreement, to receive the services I have diligently paid for. The prolonged wait, empty promises, and lack of accountability have left me feeling disheartened and disrespected.

We get a plumber and a quote our water heater needs to be replaced. After over an hour waiting on the phone we get authorization to have it fixed. The plumber quotes over $1400 (which I have to pay, even though I have a home warranty that I pay for so I do not have to pay "unexpected high bills, pay only your service call amount"). It actually was the lowest quote I had. One that was $2800.00. The amount that I am allowed on my plan for water heaters is $1250.00 plus $300.00 service fee. Remember I was sent out of network due to 2-10 not having a contractor, but I digress.

The amount that will be reimbursed is get this $560.00 for everything. Minus my $100.00 service fee. I will get a whole $450.00 for a job that on the website for 2-10. They have a chart and water heaters is on it and it says average cost is over $1600 and to repair it is $435.00. These are 2021 averages. We all know how bad inflation has been. Mine cannot be repaired. The water heater alone is over $500. I have the Supreme and luxury options for higher aggregate amounts so that I am supposed to get higher reimbursement. I feel mislead and defrauded. I feel they falsely advertise amounts, but lowball you. If that is the amount they allow no wonder they do not have contractors working for them.

I am appealing the decision, but I want to warn everyone that this is what you face with this company. Since it is their failure to have a contractor after selling me a warranty they should pay the complete amount, or at least the $12500 +$300.00. It is their fault not mine I could not use an in-network provider. I feel like they mislead you so you sign up. Oh and it takes up to 45 days to reimburse me after they receive my claim even though I got authorization and they can decide after they receive the information that my claim can be denied so I may get nothing. They should not sell their warranty if they do not have any providers in the area. Or if they do not have a provider they should pay the claim in full. This company does not take care of their customers. They do not give their list of contractors with their quotes when you buy a warranty from them and they should have to disclose if they have one in your area.

Be forewarned if you sign up with them. They have very low reimbursement rates and do not care about their customers. I will be filing a complaint with the Texas department that regulates them Since I feel they do a bait and switch on the reimbursement amounts as they do not tell you where they got those reimbursement amounts from. They just get them I guess out of nowhere as I would love to find a licensed plumber and insured who charges $560.00. I cannot even find a plumber to do it for the $1250.00 they allow.

Also no reason was given as to why my claim does not receive the $1250.00 that is supposedly allowed. I am being treated the same way someone who wanted to pick their own provider, not as someone they cannot provide a contractor for due to where I live. But as usual with big companies they only want your money but they do not want to provide the services they advertise and I paid for. I never would of selected this company had they published a list contractors and said that no plumber was in my area. They should have been honest and told me that a contractor would not be available. But instead they accept homeowners and take your money but then send you out of network and lowball your claims as if it is your choice or I wanted a particular provider. No transparency at all. If I could give them no stars I would. I have had home warranties before and this has never happened.

Another week goes by and again came to my house and delivered then another man came, was like, "I'm here to fix a microwave." How you going to fix a microwave that's still in the box. What a joke. Install it. He said, "We don't install." "Then why are you here at my house." "I don't know why they sent a repair person to install something," he said. Really. Lies, lies and more lies. Did not help. Do not choose this service and Whirlpool appliances are horrible and don't last. 2 microwave in 2 years. Refrigerator ice maker broke and water stopped working from the refrigerator.

Again Whirlpool is horrible and 2-10 home buyers are aweful and incompetent. I have had the worst experience with the claims department and the portal is never working. I was on the phone with 2 -10 today for 3 hours and got nowhere. Their answer was, "You can find an installation service and pay them to install and we will reimburse you." Why am I paying out of pocket when I pay a monthly service fee and have been for 3 years now. Why am I doing your job and finding anybody to install anything.

They are not paying me to work for them so why am I doing anything. The point of this service is to report an item not working, you send someone out to repair or replace. Not to tell me it's broke and you owe me 75.00 for telling you it's broke. Guess what, I told you over the phone that it was broke, why aren't you paying me 75.00 for telling you. Makes no sense. Diagnosis what a joke.

I could have called you and told you, "Send me a microwave and have someone pick this one up." Saved 75.00 and the hassle of dealing with incompetent people. I will tell everyone I know to not get this service. If you read this stay away from 2-10. It's horrible and the worst month of my life and hours on the phone for me to find someone outside of my insurance to handle this problem. What a waste of service. Wasted money all these years. Get rid of this service if you have it.

I explained to her that my reception at my job was bad, and no phones were allowed on the floor. Instead of any form of understanding, she went on to explain to me on what I could do better to ensure I receive calls. I informed her that I had several texts from both companies, and I would be glad to forward them to her. Of course, she did not want them, and I was transferred to cancellation services. Frustrated and having to go to work I informed the young lady on the other end I had to go. I felt calmer a week later and decided to call 2-10 again and was assured it will be handled. The next day I received a voice message from some lady dictating to me that I would be home on 13 June from 8 to 5 for Sears. The number for Sears that was given does not allow for message or reschedule.

I called 2 10 back and was told unfortunately, that is the way Sears work. I reminded the representative from 2-10 that in order for me to pay the 108.00 monthly fee, I had to work, and I can't give my boss a few days' notice. I reminded her that on top of my monthly payments, I paid the first young man a 75.00 service fee. I was told they would see what they could do. Also, I asked them to cancel Sears because I just can't afford to miss a nine-hour workday. The next day Sears contacted me for pictures of the dryer door to include serial number and a picture of what was broken. No cancellation was ever done. After so much frustration with no help and the constant purchase of duct tape I googled, found the piece and ordered it from Amazon for 4.00. If you decide to go with them, please make sure whoever they dispatch it to is not a one-man company. I can provide more info for anyone who is interested

When I had a problem with my dryer last year, the first contractor assigned by 2-10 stood me up, costing me a full day and adding several days to the service request. The next contractor eyeballed the dryer, decided it needed a heater core, and took several more days to order parts. When he returned to install the parts, he found the problem to have been a simple disconnected wire that took 5 minutes to repair. Very unprofessional provider, potentially looking to up-sell costs?

More recently, my home is having electrical problems. The automated phone system did not allow me to file a claim. The Portal online edited my "electrical" claim about outages to several outlets in different rooms to be about an unrelated issue with water heater system and assigned a plumber to service my claim. I cancelled the claim and started another. A rep told me I should have instead requested a different provider on the Portal, but there was no option for that, and the rep admitted that it had been incorrectly processed by 2-10.

The next claim was accepted by a contractor provider who did not work past 3pm and was unable to make accommodation for scheduling. That provider then cancelled, then reaccepted the same claim - taking more time. Over 20 minutes of waiting on the phone eventually got me to a rep who informed me that I could use an out of network service provider and then be reimbursed and confirmed my coverage limits. I got estimates from an A-rated BBB electrician, then realized the Portal and 2-10 website have no information anywhere about how to submit estimates for prior approval before contracting work. Good luck with that...

Another 20+ minutes on the phone got me transferred to someone in the claims department who gave me his email address for sending the estimates, who was unable to direct me to any information or policy online directing this procedure. This person has been unresponsive for 6 days, not even acknowledging receipt of my estimates. 14 days have passed since my first claim, and my home has potentially hazardous electrical issues unresolved. I am waiting again now for a call back to undoubtedly explain this entire fiasco to another representative who won't know how to handle it.

I went back on the 2-10 website and his service box said he completed the service. I was un able to put in for the service again so I called. THIRTY minutes later, I got a girl that explained to me that I couldn't change providers. No matter how many times I explained to her the situation, she said no. She even took it upon herself to call him and ask him if he would take a check. Uuugh. I already knew that. At this point, I checked out his business and found no website and one place (yelp) that had a grave review and a few decent ones. Being that he was so rude, and the other factors, I decided that I did not want him doing the work in my home no matter what the payment. I explained that to Jennifer the customer service rep and she would not budge. She then told me that I could do out of network payment if I wanted to. Um... No... I want the full benefit of my warranty with a legitimate contractor. I wouldn't think that is to much too ask.

I called 2-10 Home Buyers Warranty and they said because the funds went toward a repair, with only $35 left over, they would not be assisting any further. I asked for further clarification: If the contractor tries to repair the microwave with newly ordered parts and fails to do so, how does the insuring customer end up as being the one who takes the fall? This sounds like it should be a problem between 2-10 Home Buyers Warranty and the contractor.

Apparently, when you try to repair an appliance you're literally taking a gamble on it because they will NOT ensure that your appliance is fixed or replaced if it fails to be fixed. You will NOT get reimbursed per the limit on your policy (in this case $400). I am also a customer who only had one other claim during my 3-year policy which was a pretty routine HVAC call. I am absolutely not a customer who has been costly to them. TL;DR: We're nearly 4 months in since a claim on a simple microwave and after multiple escalations over months of time I am stuck with a broken microwave and no results to show for it. They acknowledge this and say I'm out of luck essentially.

I was placed on a 15 minute hold and she later returned and said she was sending an email to that department responsible for ordering my water heater. She then advised I should receive an email or phone call with an update. As of Friday 4/14/2023, I did not receive a phone call or email. As of 4/16/2023, still no phone call or email. I logged into the 2-10 Home Warranty Portal and placed an inquiry for a status update. Their reply “please allow (3) days for a response." So far I’ve been without hot water for (2) weeks… I’m seeing metal flakes in my water from water heater… I’m definitely not impressed with their customer service and I will be on the phone Monday morning looking to resolve this issue.

Tomorrow is Friday so if they don't find a plumber I can guarantee they won't find one till next week. I don't get the feeling 2-10 cares that I don't have a working house without the toilets, showers, dishwasher, or washing machine. What does it take to get an honest company that can actually do what they say and get the job done. If I have to wait another week to get the plumbing fixed I will start trying to find another company. I had high hopes for 2-10, but they are simply not trying and really don't seem to be in any hurry about any of this. I'm in tears. I live alone and on a fixed income. I have no other way to do this.

You cannot get anyone to help. So I call a plumber who could come out immediately and mitigate and replace. But now Monday morning they will only pay $200 out of the $1500. So if they will do this to a Realtor and a referral source of business imagine what they will do to you, the consumer. Never again will I refer them and I have cancelled my plan.

I also had to wait from September of 2021 until February of 2022 to get my dryer repaired. It still failed after that and rather than wait to have them come back out I just got a new one. That should have been my notice then, but I had a friend that used to work for the company that could intervene. She's not there anymore so no wonder I don't get the service anymore. No one going to bat for me. If no one will go to bat for a Realtor and a referral source, then they won't go to bat for the homeowner. DO NOT USE.

Original Review: Feb. 21, 2023

I’ve been waiting on a response from the 2-10 authorized dispatcher for 5 days now. 2-10 suggest that I get an “out of network company” to come out and diagnosis’ my refrigerator that is NOT WORKING. I would be responsible for out of pocket expense for the out of network diagnostics test and I MIGHT be reimbursed. If it takes MORE THAN 5 days to get confirmation from YOUR AUTHORIZED contractor how long will it take to get fixed or replaced? So far this isn’t looking good. I have renewed this warranty 3 times and this is my first claim. I really hope when I update this review I have better news to share.

Over the course of the past year, there have been three attempts to repair the oven by three different repair service providers. The heating element was replaced, the heat sensor was replaced, and a control board was replaced, and nothing attempted has resolved the issue. We asked HBW to replace the oven, but that request was denied because they said they needed a diagnosis.

Well, a new provider was contracted who provided a diagnosis which included a recommendation to replace the oven. They also indicated that the reason none of the previous repair attempts worked may be because of a wiring issue which is hard to detect and also presents a potential fire hazard. HBW continues to contend that repairs should be attempted up to a point where the amount spent on repairs reaches a threshold that could lead them to authorize a replacement.

We reject this threshold premise for the reasons stated above and now there is a potential safety issue. Their response to our safety concern was that the oven is probably not a safety hazard as long as it’s not being used! We believe we should have an oven that we can actually use safely. The current status is that they have given us the option to go ahead with another round of repairs or to accept a cash amount of $1016 in lieu of repairs. It appears that HBWs practice is to continue to deny what we feel is a reasonable request to replace the oven (or its MSRP value of $3149) until we get so frustrated that we accept an unfavorable offer that benefits their bottom line.

I didn't receive the email, and I was going to be out of town for a few weeks, so I called 2-10 to follow up and they said to contact the service appliance company because they had ordered the part (which we thought was no longer manufactured). I contacted the service appliance agent, and he said that 2-10 somehow had found the part, but they didn't know when or if they would ever be going to receive it. I went ahead and scheduled a day for them to come out after returning from my trip in case they received the part while I was out. They received the part, so the agent came out on October 17, but the part was the wrong one. The agent said that 2-10 had ordered the part off eBay. Once more, he submitted the report saying that Samsung no longer had the part and that we needed a new fridge.

My husband tried to call 2-10 several times from where he was deployed, and they never answered (2-10 office hours). He escalated the ticket on the 2-10 website, and, after returning from deployment, he finally got an email on Oct 21 with refrigerator options from Lowe's, as well as a cash buyout option. The cash buyout was only for $1,100 and the cheapest equivalent refrigerator was $1800, so we selected a refrigerator from their options. 2-10 said that we would be getting delivery around November 10. But, on October 28, Lowe's called and said that the refrigerator that 2-10 ordered is discontinued and that they didn't understand why 2-10 they did this. I told my husband that it seems 2-10 did it on purpose to force us to take the buyout option.

Once again, my husband escalated the ticket on the website. Within minutes, he received an email from 2-10 cancelling the Lowe’s order. Today is Nov 2nd, and he just received a call from 2-10 trying to convince him to take the cash buyout option. It has been over 2 months and we still don’t have a refrigerator. Our life has been miserable, and with a now 10-month-old baby, living off a cooler. We just don’t know what else to do for them to get us a new refrigerator. Just do yourself a favor and stay AWAY from 2-10!!!

The amount of times I've done this is ridiculous, and not only will they just give you bull, they also don't listen. They would "accidentally" send requests for the same plumber to come back out to my house when I've stated they they are not allowed to even contact me unless it's through my lawyer. Do NOT use this company they will just drag you around and honestly just not cover anything anyways. I wish I could get a refund. Worst experience ever as a first time home buyer at 22 years old.

So what can I do? I got my own contractor and it cost me $485. The warranty only covered $300 of it but they took another $100 for their service fee so I’m suppose to get a check for $200. After I followed all their rules, they denied me. So I call them and they process it but I still never got the $200 and it’s been 5 weeks. I would not recommend this company to anyone and they put up road blocks to stop you from using the service at every point in the process. Will I ever get my $200? I will call my 2nd time about it tomorrow. I can’t wait to be on hold and listen to their **.

Stephen

He opened the service request and scheduled another contractor to come out. They couldn’t come for a week. I was out of air for that entire time and 2-10 could not have cared less. I had to take an entire day off of work for when they came and all he did was replace my thermostat. I lost an entire day for someone that was there for 30 minutes. I asked him about the list of issues that the warranty company gives him and he had absolutely NO idea what I was talking about. It seemed the customer service rep didn’t know what he was talking about either. I let the contractor know about the loud noise as I am afraid that it’s getting worse and all he did was say “I don’t know it’s probably some part” and walked out. I never looked at my unit. I escalated my claim at that point.

To be left with no air and to be given such pointless run around was unacceptable! The escalation form said it would be up to 72 hours, I believe, before I heard back. I received 2 calls a day several times a week about RENEWING my warranty and never anything about my ONE and ONLY claim. Conveniently, my warranty came to an end, weeks after I submitted the escalation. (They ask you not to call and check on the status because someone “WILL” get with you). My power bill is outrageous because I can barely keep my home comfortably cool. It is sad to think in a time when we have to work so hard for our money, companies like this will take it and ask for it with no hesitation but do not care about all of their customers.

A warranty is good until the day it expires. It is unbelievable that I would be hounded by calls for renewal but no one could bothered to help me with the issues I was having while having the service! I asked one warranty renewal rep where I could leave a review and she said “I don’t know. The website somewhere” so I never left one the beginning of July. However, I walked into an 80 degree house today. So, I called the customer service line and during my over 45 minute wait (which went past the time they closed and I never got anyone), I was able to find that “somewhere” on the website. Beware of these heft claims! The hold message for customer service states you can “rest easy” knowing your home and money are being cared for with their “industry leading service agreement”. My warrant was over $600 and my service fee was $100 and I got coolant and a new thermostat and $400 power bills.

After reporting this to 2-10 Home Buyers Warranty, I was then informed I could go "out of network" and schedule the contractor of my choice. Contractor came out and provided an invoice for a replacement water heater. Fast forward to today, I still have not been able to upload or forward the technicians invoice to 2-10 Home Buyers Warranty because: 1. There is no way to upload an invoice to the online service request. 2. NO ONE is returning my calls. I have spent HOURS on hold, waiting for a person to pick up the phone to tell me where I should send the invoice. I am on hold as I write this.

After reading through the reviews here on Consumer Affairs, I have decided to report them to the Better Business Bureau and file a class action lawsuit for failure to fulfill contractual obligations. I am not a legal expert. I will be shopping for legal representation to file suit. *If you or someone you know has been a victim of this companies questionable practices, please contact me at the above email address. **If you are looking for a new home warranty, look elsewhere.

The part that had actually failed was an estimated $1,625 to replace that day (7/15). We called the warranty company to get pre-authorized and they said the market value of that part is only $200, so if we go through that outside contractor they will only reimburse us $200!!! out of $1,625!! Our only other option was to bring the service back in network and their provider isn’t available until the following TUESDAY (7/19). So we are going on a WEEK without A/C while living in 100 degree weather in Arizona.

When we asked if they would pay for our lodging in the meantime they said “no we don’t do that.” HOMEOWNERS- you are way better off putting your hard earned money into a savings account for when these incidents arise. Working with this company has been absolutely terrible and we will never give them our business again. We cannot wait 'til the warranty expires. Most useless $900 I have ever spent.

I speak with a supervisor who listens and agrees that this is ridiculous. She promises to authorize the HVAC unit repair. Now 8 days later, I wait 1 hour and 45 minutes on hold to be told they have to record of the supervisor calling me back. THIS IS THE WORST CUSTOMER SERVICE. Don’t waste your money or your time. If you have a problem you are unlikely to get resolution and you will wait at least an hour to talk to anyone.

Called a local company and they can come out today. Called 2-10 back and sat on hold 2 hours. Was told I could use an outside vendor but needed to call back to get an authorization code for whatever work needed to be done (will that be another 2 hours?) and they will only reimburse you what their preferred vendor would have charged! My realtor picked this company when I bought the house and I see now they get kickbacks for recommending them.

I would like to comment that the actual customer service reps themselves are fantastic. But I think the company they work for isn't ripping people off and making it impossible to stay in network and therefore, be reimbursed for what you'll end up being out of pocket for. This on top of what you're paying monthly for coverage just doesn't make good financial sense. Save the $70+ a month in an account somewhere and use that to cover these types of expenses. Do yourself a favor and do not go with this company and do your research before selecting a warranty provider if you do choose to have one.

The leak was a nightmare. It turns out it was a leak from a faucet that had no Teflon tape on the threads and they said, "We only fix the pipe, you need all these people to come out and see if there’s mold…" Okay. I had to use their contractors they called out who ripped apart the entire bathroom for no reason without a quote. An insurance claim nightmare. They hired a company called “Surclean” who commits insurance fraud charging your insurance for nonsense because they can. YouTube small fixes and save yourself money, and hire a local trustworthy handyman for what you can’t do. ** these guys.

They sent a third one, Premier Heating from Fayetteville, NC (RACIST, DISHONEST), First, when I opened the door for an unplanned visit at 8 am. The technician asked me if it was my own property. He said that because I'm a black woman. I am always easygoing, I told him, yes, I am. Anyway, I let it go. They submitted a request for payment approval to fix my two units. What prompted my attention is the fact that I never received a formal itemized non-covered costs from 2-10. Furthermore, Premier Heating keeps on increasing my out-of-pocket. They also offered financing, which I tried to make installment payments instead of going through any loan.

Premier Heating (2-10 Contractor) is very unprofessional and racist. While I was waiting to speak with the lady who was supposed to do the payment plan. (She never returned my call.) I decided to make a callback. A gentleman answered the call at Premier Heating and Air. He said to me "Please have someone who speaks proper English call us back. He hangs off the call on me." I called back to ask if there is anything that I need to clarify for him. He hung off again. A few minutes later, someone from Premier Heating called my phone and didn't say anything. I called back and a lady got the phone. She said to me, we are just waiting for you to approve the payment to move forward. I told her I am calling about the way I have been spoken to. And she said we don't have time.

I decided to send an email to Premier; Someone replied back to me and said it was a misunderstanding. I thought it was weird, they never apologized for the behavior of that gentleman. Here is the response I got back from Premier Heating about my being discriminated against by their company. This is a copy and paste the message below:

"I originally stated it was a misunderstanding and stand firm. . We are committed to diversity and have diverse staff. Unfortunately your behavior is what wrong with the country today. You are likely looking for an excuse to throw the race, religion anything you can to find fault for your advantage. That being said it’s in both our best interest you move on. You can file any complaint you like you have no standing and you're not my first in these situations. I’ll notify 2-10 of your behavior. And you were mistaken again by the way we did not cancel your job.

Good luck to you.

**"

I reported the issue twice to 2-10 who apologized on their behalf. I hope everyone who doesn't support racism would think twice before doing business with this contractor. My husband received a voice message the next minute stating that Premier canceled the job. I contacted 2-10 who confirmed the cancellation, and I had two very nice ladies who apologized on behalf of 2-10. Surprisingly, they sent another contractor; they had technicians coming back and forth in one full week to do a leak search, that was previously discussed and documented. Yesterday, we spoke with the contractor, they said they were waiting on 2-10 approval to come get the work completed.

This morning I went back to check on the portal. I found Premier listed again as the current contractor. I called 2-10 and talked to the most dishonest agent. I asked them why Premier was back on my portal. She said Tier canceled the job because they couldn't find the piece of equipment to fix the leak. Conflicting information, because another agent told me earlier that the equipment were bought back end of April for Premier to complete the job.

The agent this afternoon sounded irritated to talking to me. I asked to speak with a supervisor; she kept me on hold for thirty minutes. She came back to tell me that she discussed it with her supervisor, and what she explained to me is what is happening. I said let me talk to the manager of your supervisor. She declined. I can't believe that 2-10 supervisors refused to talk to customers. I noticed similar complaints from Previous reviews.

Another wave of heat is coming. It's been more than 1 month since I have been trying to get the work completed. As of today, no firm work order to come out to fix the system. I am considering switching providers. I have referred many customers from work to 2-10. Now, I have to recalculate and warn them about my ongoing issues. I'm appealing to upper management to look at that issue ASAP to have this situation resolved. In addition to that, I hope that 2-10 review their contract with Premier, and their Discrimination behavior.

After we moved in, we noticed the fridge was cold, but not enough to keep things from spoiling after two or three days. So we called 2-10 to get a tech out. Tech was in an out of the house in 10 min, without taking apart the fridge to check any of the major components. Tech told us it's the compressor and that it would take a week for the process of him reaching out to 2-10 and then proceeding from there. After the week, 2-10 calls us and basically tells us that the fridge is not covered because it was not in good condition before purchasing the warranty. After discussing with "Customer Service", unless you have evidence NOTHING in the house is covered. Side note: We had a co-worker/acquaintance who used to be an HVAC tech look at it (and by look at it I mean we facetimed, sheesh) and after a brisk diagnosis look through, told us it was a mechanical issue that is fixable. Keep an eye on the tech 2-10 sends out to make sure they do a thorough job.

It took another month before the fan came in and three weeks of excuses from Timothy before I actually got him to come out to put the fan in. In the interim, I called and spoke to a young lady at the company who stated that because it was taking so long for them to fix my refrigerator, at that time two months, she would give me the number to the replacement division. When I called this number the young lady answered the phone and she stated that it was not proper to replace the refrigerator at this time. She also stated that they must continue to work to fix the refrigerator. When I explain to her that it’s already been eight weeks and I still have no refrigerator she chose to bring her personal situation into the conversation, telling me that she once went 12 weeks without a primary refrigerator And that I just needed to be patient.

Annoyed by her insensitive decision to share such information with me, I ask for a supervisor. She put me on hold and no one ever came to the phone. Now, I do understand that my only being available on Fridays may have in some way hindered him somewhat, but we made appointments for Fridays, and he always had excuses why he couldn’t make it. The first week the weather was bad. Couldn’t get back in touch with home for two more weeks. The second time he didn’t feel well. Lost another week. The third time, he had to get dental work done on his teeth. Finally, after making several calls to the home warranty company Timothy showed up and put a fan in my refrigerator. He told me to wait 24 to 48 hours and if it wasn’t working to let him or the company know. Well, in 24 to 48 hours my refrigerator temperature was still 65°, not a very good temperature for keeping food cool.

I called to 2-10. They got in touch with Timothy. It took several days for him to send in his report, and Timothy returned with a motherboard. He installed the motherboard and said if this doesn’t work the only thing left is the condenser and 2-10 will have to give him approval to put that in. Timothy never called back to see if my refrigerator was working, hence, I called 2-10 again and they gave me the runaround for three weeks before getting in touch with Timothy about my refrigerator. We are now in April and my refrigerator was still not fixed. Finally I get a call from a Tanisha, from 2-10, who so kindly informs me that she has good news and bad. She said that the good news is that they know what’s wrong with my refrigerator; that Timothy called General Electric and he explained the problem to them, and they told him that there was a crack in one of the major components of my refrigerator.

She then informed me that the crack that was not a covered item because and that my warranty for the refrigerator, made void by the crack. She stated that she was so sad to tell me that they no longer had to fix or replace the refrigerator. The day Tanisha told me that my refrigerator was not fixable and that they would not replace it, I called a gentleman by the name of Stephen, of Stephen Sub Contracting. He was kind and courteous and although I tried to make an appointment with him for a week from Friday I was calling him, he even told me that he would come out the next day, on a Saturday, and look at my refrigerator! Stephen and his partner Steven came out and looked at my refrigerator, taking at least 4 to 5 times as long as Timothy ever took to diagnose the problem.

Before they left they informed me why Timothy couldn’t get it to work and assured me that it was fixed. And also that they would check back with me in 24 hours to make sure it was cooling appropriately. By the next morning my refrigerator had reached the appropriate temperature for cooling food. In fact, eight hours later the temperature was dropping continuously. I called Stephen to let him know that it was doing well. I cannot tell you how many hours I spent on the phone with 2-10, the headaches they caused with a run around, and their inept ability to resolve me issue. I also think It’s sad that they have contractors such as Timothy from 1 Call Service who have little or no ability to actually get the job done.

We get a new contractor assigned - this is now a week after submitting the request, mind you, it's winter. The next contractor comes, he diagnoses the problem and makes an adjustment. I came home at 6 pm to no heat. The contractor is called and scheduled to come the next day. Days later, he comes back and diagnoses a problem. Then we wait weeks for contractor and 2-10 to determine the course of action....still no heat all this time. My husband proceeded to call 2-10 multiple times each week to get this issue resolve. He waits on hold for hours each time, only to explain and re-explain the same info to each 2-10 employee that comes on the line.

It was decided that the unit would be replaced, 2 weeks go by and no response from 2-10. Husband calls again. Now they think they found the part needed and will order it. Said it would be 3-5 days....2 weeks go by and no one at 2-10 knows anything. What's frustrating is that they don't even care that I've gone the majority of the winter with no heat. Part finally arrives and contractor puts it in....only to wake up this morning with NO HEAT. Now it's another issue and the part will be ordered, with no guess as to when that will arrive and be put in. Time is coming due for my warranty to be renewed....I'm thinking they aren't getting another penny from me!!! It may have been different if at any time I felt that they genuinely cared and worked their hardest to fix the problem in a timely manner....but I nor my husband ever got the feeling that our issue was a priority to this company that I have done business with for the last 8 1/2 years. So done with them!!!!

I immediately called the contractor and he indicated the part had not been shipped and he did not know when it may be. Now the emergency heat is no longer working as we have been running it to keep the house warm for nearly three weeks with temperatures in the 20's. The part is available in the area for about $100 bucks but we are still without any heat now while we wait to get a part from somewhere else... Very frustrated member who has paid monthly to have a home warranty!

On the 28th, I tried the contractor several times, as well, and same no answer result. At 6:32 PM, I called 2-10 for resolution. I spoke to Andrea, who informed me that the 24 hours on the website was misleading - it's really 48 hours for them to respond. (Correct your website then!) She tried calling the contractor while I was on hold and came back to tell me she also didn't have any luck with an answer. I asked when would this 48 hours technically be up and she said they had until the end of 1/29 to contact me. (That's really bad math, clearly). I told her that wasn't acceptable and she indicated a supervisor would contact me within 4 hours.

Today is January 30th and no supervisor ever called. I tried 2-10 and they are closed on Sundays. I tried the contractor several times over the last several days with no answer. I believe this is part of a strategy that 2-10 employs to slow play the service. As mentioned, we can't really blame this on the pandemic or job shortage or supply chain as: 1.) It happens nearly every time I do need service going back many years and 2.) Calling someone to update or schedule doesn't rely on parts coming in from China. I am super frustrated with them and their lack of responsiveness. You pay for a service hoping you never need it, but when you do - PROVIDE IT!

Finally on day 3 I found a different number and reached the owner of the company, and he tells me they submitted the authorization to the home warranty company, but hadn't heard back. So I call 2-10 HB (naturally I was on hold like 30 minutes) and they tell me they never received the authorization request. The agent puts me on hold and calls the HVAC company, then returns and tells me they said they submitted it but since it wasn't received, they were going to resubmit it. Here I am days later and guess what - still no heat, still no contact from anyone.

I try to use the "Escalate your claim" feature on the website and get a website error "The requested URL was rejected." I've now tried to submit a request to switch contractors, and my appointment was (somehow retroactively for 10 days ago) cancelled with the original contractor and a new one is scheduled to come out, but the kicker is that I'm sure THEY'RE going to want the deductible payment too, and that isn't going to happen. I'd rather spend my money fixing it myself, or hiring a reputable local HVAC company I know will get the job done and not leave me hanging indefinitely with no contact. I could NEVER recommend 2-10 HB warranties after this experience.

For an example, this morning at 6:40 am I submitted a service request as a pipe had burst or was leaking to the point I had to turn off all water in my home. At 10:30 I finally got through to customer service who told me they could do nothing and it may be 3-5 business days (today is Friday). At 10:45 am I called a local plumber, at Noon I had someone at my home who was able to restore water to all but one commode by working around a problem that can't be fixed immediately as it requires tearing up flooring.

I am typing this at 7:30 pm and 2-10 has not yet assigned a plumber to provide service. It is almost a game to see how long they take now. During July they routed my air conditioner service request to a company that was closed for 3 days and made getting it reassigned an ordeal. They also spam you like crazy when your renewal gets close despite doing nothing to earn repeat business. I look forward to never doing business with this company again.

This company is horrible. They do not follow through with what the policy states, customer service is terrible, and communication is a black hole. There is a serious reason why they have a 1-star rating here. I believe every single one of the reviews... As a customer I can tell you it is as bad as you are reading. Seriously, it is shocking that they are still in business. Senior leaders should all be fired for allowing business to be conducted in this way. NO INTEGRITY. Buyer beware.

When the part was finally replaced it still didn't work. They ordered another part and after waiting weeks again, we were told that the part is no longer available. I was told that they would give me $185 toward a new oven. Since I had already paid $100 for the service fee, this offer was ridiculous. We then called our realtor and after many calls and demands, they paid us a total of a little over $900. In the contract, it states a replacement of up to $3000. They would not honor that. On our own, we had to buy a new oven and it was a lot more than the $900. Very disappointed with this company.

5 Carpentry and Framing: right hand swing door was used in master closet. Either the wrong door was used or the light switch was put on the wrong side. We shouldn't have to close the closet door to turn the lights on/off 11/9/2021 Excluded Details

I had a similar situation with a toilet leak. The ceiling in my Rec room was dripping water and messing up the ceiling. I called, they said a couple of days for a service call. Fortunately I'm handy enough to see the toilet problem and shut off the toilet. This took weeks for resolution. Finally my range had problems with the igniters continuing to click when the burners were lit and the oven was running 50 degrees too hot. I called 2-10 and they sent out a repairman who located the problems but couldn't obtain the parts. He said 2-10 would buy a new unit for me.

After many weeks of delays and my many follow ups I was told that their purchasing guy decided my range was a professional unit so it wasn't covered. I have received no explanation of what a professional range is. They won't return my emails and to my surprise I discovered my claim was marked closed. They did have the one toilet rebuilt and a snake job on another toilet but that took too long.

Updated on 11/03/2021: I provided an earlier review about 1 week ago on the horrible experience with 2-10 Home Buyers Warranty. I am writing today to update my experience. As of my last review, my HVAC system, which broke on Oct. 3, 2021, was waiting on a part to be delivered with an ETA of 10/26/21 to my assigned contractor. It never arrived. I received another notice claiming the part was now scheduled to arrive at my assigned contractor on 11/2/21. It never arrived. Of course the only way to find this out is many many calls. My assigned contractor does not answer their phone or return messages and 2-10 keeps you on hold forever (currently on hold for over 1 hour). 2-10 customer service reps always promise resolution but give you nothing but a promise of 1 more week.

Then you try to escalate to "purchasing department" and they give you the same empty promises. Then you ask to elevate to a supervisor and they can only call you back but never do. You escalate the situation online in the 2-10 web portal and the Escalation Department promises callbacks in 2-3 days, but of course no one ever calls, or if they do it a customer service representative again. And so the process goes on with the customer spinning his wheels wasting time with no resolve. Use your common sense if you choose a Home Warranty company and be realistic with your expectations. My realtor has offered to write a blog in my area Association of Realtors newsletter sharing this experience in reference to home warranties. It's not all bad, but this experience has been the worst.

Original Review: I've been with 2-10 Home Buyers Warranty since I purchased my home several years ago. Until recently we had only an occasional minor issue. Of course I pay them handsomely every month for this service. However, in August 2021 our convection oven/microwave went caput. 2-10 dispatched a repair technician (that took a couple weeks until they arrived) who diagnosed that 3 parts were needed to repair. On September 9 the service company ordered the parts. I did some prior research and knew that there was an issue with parts for this item.

A few days later I received communication stating that the parts were delayed. Knowing that there was an issue getting parts, I asked how long until we could look at other options and they said 21 business days. As of a few days ago (October 7), the service provider determined that parts were unavailable (go figure). They uploaded this news to 2-10 for resolution. 2-10 has not provided any follow up to me and every time I call them (and wait on hold for ever) they state that they are still searching for parts and offer me a small cash out option to replace the unit myself. Keep in mind that we have been without our built-in convection oven/microwave since the middle of August.

Based upon my research, their cash out option is about 1/2 of the actual cost to replace. In order for me to get resolution, 2-10 would like me to not only provide a significant amount of cash out of pocket to replace what should be covered in full under my warranty plus continue paying them $75 a month for their service plus pay the service technician fee of $100. I told 2-10 I do not want a cash out option at half the replacement cost. As of one of my recent conversations (October 11), they are still looking into options.

Based upon this experience, I'm not quite sure what I am paying for with 2-10 home warranty. The item broke and parts are not available. Should I have to wait 6 months or 9 months for the parts? No one at 2-10 is able to provide me with a timeline on parts or if they are going to replace the appliance as they need 7 additional business days to review (tick tock tick tock - remember that I had to wait 21 business days to get the parts that never arrived). I suppose situations happen but just imagine if you were a 2-10 home warranty customer and in the heat of the summer your refrigerator or air conditioner went caput.

Nearly 2 months later and still no resolution. This is definitely not a seamless process. Lots of calls made to the service provider and to 2-10 Home Buyers Warranty. Nearly 2 months of this and still no resolution. Very disappointed. Microwave finally fixed 10-27-21, nearly 2 ½ months later and hours and hours of telephone calls and stress.

I decided to add this to my complaint with 2-10 Home Warranty. While I was waiting on resolution on microwave, my central a/c unit broke. The a/c is only 5 years old so even though I found this unusual, I thought fixing a broken part in a newer a/c unit should be easy. Was I wrong. I've spoken and texted my contractor on over 15 occasions and called and spoken with 2-10 Warranty even more and we seem to be spinning our wheels with no resolve or follow through here too.

To begin, the temperature has been in the mid-80's and my wife and I and our animals are feeling the heat. As with the microwave situation, I escalated the claim because neither the a/c vendor nor 2-10 Home Warranty seems to know what’s going on. My contractor, Atlantis Heating & Air said she has spoken with 2-10 several times and claims that 2-10 promised to have escalated the claim. The last promise was that the part (s) were to be "overnighted." That was at least 1 week ago. No confirmation on this from 2-10 as every time I call 2-10 to confirm or to get an update, there seems to be no or very little communications documented in their system regarding conversations with my contractor or a status update.

The latest conversation with 2-10 had them saying a new contractor had to be called because the other one quit. Every call to 2-10 is like starting over and every 2-10 rep promises action. I've also spoken with the 2-10 Purchasing Department and receive big promises with the same lack of follow through or resolve. When I ask 2-10 Home Warranty to transfer me to a supervisor I always get the answer that they are not available, but they promise a call-back within a couple hours. Of course, this never happens.

2-10 Home Warranty has fallen to bad home warranty company. Unfortunately, they charge higher rates than the others but provide equal or lower service than the much less expensive companies. Do yourself a favor and pay less for the same crappy service with someone else. Still no a/c repair and we are approaching 1 month since I called 2-10 home warranty. God forbid you have these issues with 2-10 home warranty in the heat of the summer.

Well when I called after the holiday the gentleman spoke with in accounting say it was a glitch in their system and said he would lift the hold that he could understand why it had did that, that I was paid up. So he sent my call to claims so I could get some of my money back. I have given them the invoice and everything that they have asked for, I'm still waiting to hear from anyone but everytime I call they tell me a supervisor will contact me in 4 hours which never happens.

This company is terrible. No customer service whatsoever. No supervisors around at all. I still have yet to hear from them. I spoke with a lawyer and this is not the first time they have been in trouble for this. So my next move is filing papers against this company. My mother and step father have owned the same kind of business on the east coast The Lights, and my Mother is the one who told me if they don't reimburse me some of my to take them to court. She paying for my lawyer. THANK YOU. CAREY

The people that they contract with are absolutely the lowest of the low in terms of professionalism and more than likely knowledge. How could I test the knowledge when there was such lack of professionalism? Whenever a rep from 2-10 promised to call back I never got a call back. The whole thing has been a joke and now the warranty is about to expire and our claim is still yet to be resolved. Home warranties are scams to begin with and 2-10 doesn't fail to disappoint.

The actual cost of the repair was $1505.95. I have made several attempts to get 2-10 to authorize the full amount of the repair. They are only offering $605.00 minus $75.00 service fee for a total of $530.00. Not once have they asked for the part number to verify the actual cost of this part but yet they are stating a price that they would have paid. Furthermore, every time I have called they have informed me that my claim has been escalated and someone will be contacting me back soon. I have never had a return call. I am demanding a full reimbursement of the cost of repair paid by me in the amount of $1505.95.

I immediately contacted 2-10 and put in a service request. The contractor I was dispatched to is a week out from any availability. Xcel energy told me to let them know I'm without heat and that my case was labeled Hazardous which should, in theory, escalate my case. After the first dispatch, I reached out to 2-10 at the first contractor's suggestion to have them reach out to another contractor who has earlier availability. Let me just tell you, that was the moment when everything started to fall apart.

My first call to 2-10 started well. The gentleman heard me out, and placed me on hold, offering to contact all the local in-network contractors to find an earlier appointment to then dispatch it out to. After 20 minutes on hold, I was disconnected. No one called me back. So I called back. The second woman decided that it was not HVAC that needed to handle this but a plumber. I explained that Xcel confirmed it was HVAC, as well as the first contractor who I had spoken with. She placed me on hold saying she was going to verify her information, and came back confirming it was a plumber, because it was the gas line. Hesitant, I went with her suggestion, and they dispatched a local plumber.

When that plumber called me, he laughed and confirmed that in on circumstances would a plumber be the professional for this job and suggested I reached back out to them. By the time I did, he had already declined the case. When I explained to the third person that I needed to communicate the urgency to the dispatch team, they informed me they had no way of doing so. They had NO internal communication from Customer Service to dispatch and the best I could do was continue going through this same cycle. So I asked to speak with a supervisor, and they "escalated" my case.

Four hours later, another person called and informed me that this was correct. They could not communicate with dispatch. The alternative is that I could reach out to my own local professional, pay out of pocket, and submit the bill to 2-10 and hope that it would get reimbursed. They apologized and told me they could pass my feedback on, but that they had no official way to provide feedback to any type of management or development team. I will be taking this into consideration when it comes time to renew, and likely going with another company, even if it costs more. Know this. If you go with 2-10 and you end up in an urgent situation, you very well may be in a bind.

Next was our refrigerator which stopped cooling. We placed a claim almost one month ago and it is still not resolved. They first claimed they would repair it even though the contractor they sent out recommended a replacement. They were supposed to send parts but after 10 days, the parts had not even been sent. I finally call and the rep got in contact with the contractor and determined that we actually DO need a replacement and not a fix. That it would be 3-5 days until we hear options for replacement. Fast forward 10 days later and I still have not heard anything so I call back and wait on hold for an hour.

This lady reviews the claim and says that it was denied but should not have been because she knows that the issue is covered... as she has been there for 8+ years and has seen several refrigerators replaced with this exact issue. So she gets her supervisor involved and informs me it will be send back a second time to be reviewed AGAIN. On their online portal, the progress of this claim says "Appointment Set". No one contacted me at all to tell me any of this. We have been going on a month now without a refrigerator and have already had to purchase a mini fridge. Save your money and time and go with another company.

This should not have taken this long to get an oven fixed. We are told maybe Monday or Tuesday you should hear something and today still nothing but told the person's e-mail is full and no diagnosis were put in the portal. This is truly poor service and if it were you I’m sure you would not wait that long. It has been frustrating dealing with them and nothing resolved. So we are still waiting to get my oven fixed and nothing happening to get it resolved. I have them a zero for service on this service.

Today is September 16 and to this day a month later still no gas oven working. We can’t eat fried food every day as it is very unhealthy for my wife who is now having stomach issues. All I want is my stove oven fixed. We were not offered a new oven to replace this one. The stove has been in the house since we brought the house in 1998 and have been with to 2-10 home buyers warranty all that time up to present and have never experienced nothing like this ever before. We can never speak to a manager to talk about the gas oven • this has been unfair to me and my family trying to fix and buy food daily for their parents. Something needs to be done. We put in a request August 13 and Acer Technology came out. I signed a paper for recommendations on August 18 and have not seen or heard from the contractor and have to keep calling the home buyers warranty to hear the same thing told over and over again. As of today STILL NO OVEN FIXED

On Sept 3rd, my contractor spoke with this warranty company and explained my water heater was beyond repair. AFTER replacing the water heater, they told me they would not cover it because I had CHOSEN to get my own contractor. NOT TRUE AT ALL! They stated they would only cover $468 of the $1185 bill. Even more frustrating considering I pay more for the coverage than they're willing to reimburse.

Later in the day on Sept 3rd, I had called again and informed "Tiffany" that I would like a copy of the Quality Assurance calls from 09/02 proving the representative TOLD ME to get my own contractor. After being on hold for over 45 mins, she stated that she had spoken with her floor supervisor and agreed that there WAS NOT someone in my area and that they would note my account to pay the entire bill. On Sept 13th, I received a check for $468.

AGAIN, I call, being placed on hold for over an hour on every one of these calls... I explained to "Deon" that 2 separate individuals agreed that there was no one in my area and that I would be reimbursed. So now, I ask for both recorded phone calls so I can take this to court. After another hour, he came back and told me I would have to get legal counsel for the quality assurance phone calls. I fully intend on pursuing this for principal purposes! BE AWARE!! DO NOT PURCHASE THIS WARRANTY COVERAGE!!

So at this point, I’ve been two weeks with no refrigerator due to mis/lack of communication between the contractor and 2-10! So they submit the new information to the determination department and I have to wait another 3-5 days for a determination. & the most frustrating part is that I’m only finding out information because I’m calling. The portal was never updated and I was never notified of any decisions! & since then, I still don’t have a refrigerator and today is August 31st! So needless to say, this has been the worst experience!!! My family has been out of so much money between having to constantly buy ice, eat out or throw away leftovers because we don’t have anywhere to store it! Not to mention having to throw away all the food in my fridge and freezer! & there’s been no offer to compensate nor a rush to get this issue resolved! If I could give this rating 0 stars, I would! 2-10 has been the worst home warranty company I’ve ever dealt with!

I had not heard anything from 2-10 so I called them. I listened to a recording for 35 minutes that said my call was very important to them. I missed 5 work calls while I waited. I was unable to stay on the phone because of an appt. I called again 2 hours later-was on hold another 35 minutes when I finally got to a customer service agent who said his notes conflict with what the repair person said. So, I am sitting here on hold, waiting for him to come back with a resolution. 45 minutes on hold this time. So if you're looking for a great company, look elsewhere.

Unfortunately, I actually needed service and learned their unethical policies extended to how they provide service. My air conditioner went out in summer. I had to wait a week for a contractor who spent ten minutes, took my $100 service payment (all of their prices went up) and then refused the service because he was in negotiations with them. He said their prices were too low for him to make money! He told me to buy a window unit and "hole up" until they work it out. Called immediately and they said I had to wait for him to submit his diagnosis. He had 24 hours to do so.

A week later he had not submitted, because he is just collecting the service fees. 2-10 said I could keep waiting or pay for another contractor to come out. I asked why I would be responsible for paying another contractor. They said that was their new policy. How long would I have to wait? No telling. I am on my own. There is no point to having a warranty that doesn't provide service when it is needed. That is what I have. What is the purpose of having a time limit on the contractor. I know now he knew the system better than I did. He was scamming the scammers. He did share a list of home warranties that quickly provided service. 2-10's response was that it is my problem to deal with.

They put you on hold for extremely long times (each call averages around 2 hours) before anyone will speak with you, EVERY single time you call. They make it extremely difficult for you to get an item replaced (months) and then after months of dealing with them they will lowball offer you the worth of your appliance which at best will cover just a little over 50% of the cost to replace an item. I would highly recommend NOT working them.

My attempt is to share my experience not from an emotional perspective but from a factual perspective so you can understand what it’s like working with this company. Previously, I had a problem with my microwave, it was a pain to get them to replace it, it took months, they blamed the repairman for the problem. Finally it got replaced and I gave them the benefit of the doubt that it was indeed the repairman causing the problem. So I renewed with them.

Then months went by and I had an issue with my washing machine and requested a service provider through 2-10 Home Warranty to fix it. On June 2nd someone came out. I paid a $100 fee for someone from A&E Factory Service (AKA Sears Service) to look it over and diagnose the problem. The service provider said a panel interface malfunctioned in the washer (the part is called interface 261108182717). He told us he couldn’t immediately find the part on his initial search and he would have to send it to his team to do a deeper search which would take 21 business days (keep in mind not 21 days, 21 business days). He sent this on June 7th for them to do the in depth research. I was informed it wouldn’t be until July 7th that anything could be done. So one whole month without the washing machine. I spoke with their service technician Anne, Id number 300232 if you are interested. I hear absolutely nothing from A&E or 2-10.

I contact them on July 7th at 1:42pm EST to get an update. I spoke to Chris the service technician with an ID “**” from A&E. He told me the part I needed was no longer manufactured and could not be located. At this point they will let 2-10 know the part is no longer in production and not available. I was told it would take 24-48 hours for 210 to receive it and they should have it by July 9th the latest. They assured me the work order was already submitted but they would submit again.

I then called 2-10 and spoke to Christopher L. in the purchasing department on July 19th at 6pm when a significant amount of time went by with no word from 2-10. Christopher assured me based on the details of my case I would get a full reimbursement for the retail value of my washer (this will be important later). And then he told me the repair person didn’t submit anything to 2-10. I told them I’m stuck in the middle, they said, "They reported you said you didn’t receive it," what do I do? Based on how long the time took, Chris told me there were no other service providers in my area and I needed to go out of network to find a contractor to diagnose the problem (this would be my cost to do, not 2-10). I had to find another contractor and have them submit the problem with the washer again and then their Outbound ream will review the claim and process the replacement in 3-4 business days.

On Monday July 26th I submitted the paperwork submitted to me by the out of network contractor I located per the instructions of Chris to their online portal. I waited until Friday July 30th at 5:30pm EST (5 business days later) to check in and was transferred to Brayden H. who told me that I needed to speak with someone in their purchasing department to cover major repair authorizations and was transferred to Erica at 6:47pm EST, Erica said she didn’t have the invoice that my out of network contractor provided. I told her I could email it to her but she told me she couldn’t receive any emails so she had to locate it herself. She put me on hold until 7:20pm EST and then hung up on me. When I called back there was no answer and no one from their team tried to call me back.

On August 4th at 12pm EST I called again and spoke with Morgan O. from the 2-10 purchasing department, She needed a diagnosis and I told her the model number and serial number of my washer and that my out of network contractor submitted on July 23rd, Morgan called the out of network contractor to verify the diagnosis. She told me she sent the information to the back office for review for replacement and it would take an additional 7 business days. I was assured the diagnosis had been put in and submitted and there isn’t nay other information needed to be submitted.

We received a call from Angela stating they could give us an offer for our Machine on Friday August 13th. I called on Monday August 16th, at 6:45pm EST (during their business hours since they are on MST) and it was told they were not open. On Tuesday August 17th, my wife called to hear the offer and they offered $531 to replace the washer. The retail value of my washer is $899. She asked why there was a difference in what they were offering and retail value of the machine and they explained they have a $1,000 max replacement minus labor, repair and part costs.

They also told us they magically found this part that was missing and it would take 10 business days for them to find it so we could wait another 10 business days for the part to arrive and then schedule a time for someone from A&E to replace it or we could just take the $531. This seemed odd that after all this time they “magically” found the part that is no longer in production. Then I looked at my agreement I noticed my date for renewal was 9/4/21.

I realize they are most likely trying to keep pushing me off so they can say my service is no longer covered unless I renew or something like that. Seems like a hustle to me. They keep pushing you off until you just replace it on your own to not deal with problems they will create. I also started doing some math. It costs about $933 for their service but if they will only replace appliances at a maximum of $1,000 minus the cost of labor, repair and parts costs so you are always going to pay more per year than they will ever cover.

I am extremely dissatisfied with my experience with this company and highly recommend saving yourself the time and frustration and ultimately low ball offer they will give you if they do offer to replace your item. I realize they make YOU pay a $100 deductible to have the repair person come out initially to diagnose the problem so your out of pocket cost is actually at least $1,033 per year, I believe 2-10’s hope is that the repair person can fix the problem that ultimately YOU will pay for out of pocket on the first visit. If they have to replace an item, they will waste dozens of hours of your time keeping you on hold, telling you to wait and call back and then only if you stick with it long enough they will give you a lowball offer to replace an appliance.

We had to go over 2.5 months without a working washer and they kept stringing us along that they would do right by us. In the end it took an incredible amount of time and frustration just to get offered cash that only covers less than 60% the cost of replacing my washing machine. I took meticulous notes because of my first experience with 2-10 hoping it was a fluke but it seems it wasn’t. Based on how they treated me both times, I would recommend not trusting this company to do as they advertise they would. I hope my horrible experience with them and me sharing will save other people the money and time working with a company who doesn’t have your best interest at heart.

Because of Covid, it has been even more difficult to get the compressor part in, we have now been without AC for 2 weeks in 100 degree weather. Granted, this is no fault of the company, but the home portal only gives so much information. To get more info on the ET of when our unit is getting fixed, I have to call. The hold times for 2-10 are ridiculous! Out of the multiple representatives I've spoken to over the past week, only one was super nice and understanding of our situation (I'm also 8 months pregnant). We have also not been pleased with the contractor that the warranty company has chosen to go with since they were too slow with relaying proper information to the warranty company. After further looking, this contractor has many of the same complaints, but 2-10 continues to use them. So we will be cancelling our coverage with 2-10 as soon as possible.

I then called 2-10 to explain and gave the phone to my wife Linda **. A 2-10 rep named Kelly then proceeded to explain repeatedly that we are not qualified because we did not follow the guidelines to our agreement. My wife then explained she wanted to speak to a supervisor. Kelly then said it wasn’t possible. My wife asked for a email address and after much duress she gave it to her. Their Gross disrespectful attitude was used on us. After 15 yrs of great service it was shocking to be be treated like this. We hope you can help us get our claim resolved. A bill from Cajun air conditioning for the work will be forthcoming.

Ken

Once this happened, a whole new set of ongoing problems began. It took several days for them to even submit a purchase order for the part needed after looking at the problem, then the e.t.a. for the part was completely off. They initially told me the 26th for delivery. By the 28th, still nothing. I called back, and still no compressor has arrived. Day after day of this. Called back on the 29th, the part is FINALLY there for pick up! I called the ac company and told them the part was there for pick up, "can someone please get off their butt and pick it up so this repair can be made???" Their response after expressing that I'm extremely angry and frustrated already, I've been displaced from my home with a 7 month pregnant wife was that they just have to sit and wait for the warranty company to call them and tell them the part was there for pick up!

Ok, so I call the warranty company back myself just to tell them, "ok, time to schedule the repair!" And I'm currently on the phone now as I write this for nearly an hour waiting yet again for this warranty company to answer the phone and schedule this repair. I'm telling you people, RUN! This has been an utter nightmare, and is worsened by the fact that I've expressed I have a pregnant wife, can we somehow hurry this up. But I have gotten no concern or expedition of the situation whatsoever. Only worthless excuse after excuse.

Each claim, approximately one month apart, involved a different appliance company subcontracted by 2-10 requiring an $85 visit fee to diagnose my need for a new ice maker; each company promising me that they would initiate an order for replacement. I attempted to reach each of these three companies 2-3 weeks after their service appointment to obtain an update. The first of the three companies (Fusion Air Conditioning; work order **) never answered or returned my 10 calls prompting a second claim with 2-10. The second company (K G Appliance Repair Experts) whose phone number provided by me by 2-10 was not even an existing number, (even 2-10 couldn't reach them) prompted a third claim.

That appliance repairman assured me it would take only 4-5 days to receive a new icemaker. Having not heard anything from this third appliance company (Daybreak Appliance Repair) after 2-3 weeks of their appointment, I also attempted to reach them over several days without success. I then contacted 2-10 and was misinformed by customer service that a new icemaker had indeed been ordered and was en route. Two weeks later, I was finally able to reach the 3rd company and I was informed that they no knowledge of an icemaker order, and asked me to refer all further inquiries back to 2-10.

On June 30th, I had a one hour and 15 min call with a 2-10 customer service agent; all but 5 minutes of it placed on hold. I was told that there was actually no longer a replacement ice maker being manufactured, and that I would be receiving an email response within 4-5 business days regarding replacement of my refrigerator. Why was I not told in March that there were no replacement ice makers available? Why did it require 3 different companies to come to my house? I have had no source of ice since March.

Following 9 days without any such email responses, I was unwilling to waste another 1 hour on hold, so I sent a request on the 2-10 website for a review of my claim on July 9. This went unanswered. On July 12, I e-mailed a letter of complaint to their corporate office in Colorado, again without acknowledgement or response. Over the last four-months, I have placed approximately 12 calls to 2-10 (average hold time was 30 minutes) and made approximately 40 attempts to reach these 3 appliance companies. I’ve wasted at least 5 hours of my time. I have read multiple similar complaints regarding this company online.

Every time I called the decision was different. Their supplier decided not to give the contractor our equipment when it came it because they wanted to keep it for a big order they had. 2-10's response was that it wasn't their problem. Over 5 weeks with no A/C, a sick kid, dogs who can't breathe in the heat and humidity, and damage to my house because of it. I cannot get anyone to respond to my escalated claims and get brushed off after waiting on hold for hours. This company is the absolute worst.

During this time, we’ve added air purifiers to the house to keep the air fresh and clean while the windows were open. On June, the 17th year cicadas arrived, with decibel levels sometimes as high as 80, and we had to close the windows to block the sound. These last three month have been a nightmare with no end in sight. Here is a summary of the highlights of my interaction with 2-10.

On April 12, 2021 So Cool Solutions (SCS) was dispatched to my home because the HVAC unit was not working properly. At that time, SCS indicated that the unit was beyond repair and that a new unit would ordered. On April 21, the contractor indicated that he had not received the unit even though 2-10 has a delivery confirmation. On April 28 (7 days after the delivery confirmation) we had not heard anything from the contractor or 2-10. On April 29, the installers started giving me excuses as to the delay. On May 3rd, the contractors showed up unannounced without the unit. Took a look at the area (they had already been to the house of April 21) and left. On May 4rth, the contractor indicated that they would not be able to install the unit because they were missing parts and he had no additional support (help) on that day. The contractor canceled their work on that day.

On May 6th, the contractor removed the old unit and left it in my backyard. They worked for 5 hrs and did not finish. The contractor promised to return the next day because at this point, we had no cooling or fan in the house. We spent the next 3 days with temperatures over 80 degrees. On May 8th, the contractor, having missed their appointment the day before, called to say that they would arrive on at 9:00am May 9th, Mother Day. We canceled our Mother’s Day celebration as the house had no cooling.

On May 9th (Mother’s Day), the contractors arrived at 2:00PM, 5 hrs after their scheduled appointment. There were two installers and a small child, related to one of the contractors. At 7:00PM, the contractor indicated that they had completed the installation. At this time, they removed the old rusted unit that had been left on the dog yard. When we inspected the basement, where the unit is located, we realized that the contractors dragged their equipment and dirty shoes through our cream colored carpeting. On May 10th, we contracted a company to shampoo the carpets to eliminate the stains.

During the next 2 weeks, we had cold weather so we did not push the system although we started to notice that the temperature upstairs was noticeably warmer than downstairs. Since a new unit had been installed and a lot of dust had been moved through the system, we decided to clean the air ducts. The duct cleaner notice that the return air duct was not attached to the new system. Since the unit was new and had just been installed, I submitted a new claim on May 25th. On May 28th, SCS canceled their appointment and ghosted us until June 3rd. At this time, my son went to stay with my in-laws as we had no cooling in the house and this was affecting his lungs. On June 3rd, SCS worked on the system and ordered a “part” that according to them was missing.

On June 8th, SCS came back “part” and left after 15 minutes. They did not notify us that they were leaving without fixing the system. To make matters worst, they left the gate to the dog yard opened and four of our dogs escaped. Needless to say, our dogs are like family members and having to worry that I would not see my dogs again was excruciating. Luckily, and with some help, we were able to safely locate all four dogs. On June 15, SCS communicated to 2-10 that they need another part. This is when we noticed, that the unit was collecting water at the bottom tray.

On June 17, I asked for an update from SCS. They texted me a picture of the Lennox order and blamed Lennox for the missing part. Since I had the order number (included in the picture sent) I called Lennox. Lennox supplied a tracking number, which I tracked. This is when I discovered that SCS, again, had lied. The part had been delivered to SCS on June 26th a Saturday. On June 22, after sleeping without cooling for over two months, I purchased a window AC for our bedroom. On June 28th, SCS was still claiming that they had not received the part. After calling and pressuring 2-10 to do their job, 2-10 forced SCS to schedule the installation of the part on June 29. The part was installed and that night the system froze. SCS indicated that the issue seemed to be that the system was not pulling return air. At this time, the principal of SCS stop communicating with us. SCS sent one of the original installers to try to fix the unit. On July the 2nd, the original installer from SCS stop communicating as well.

On July 5th, I placed a call to 2-10. The person took my call indicated that the unit was not fixable and not to worry that we would get another unit. I followed up with 2-10 on, July 7th. This time the person on the phone indicated that she had no record of my conversation on July 5th. She indicated that the records indicated that we requested a new contractor and refused SCS. I want to clarify that, I never asked for a new contractor. My contract is with 2-10 and it is 2-10’s responsibility to supervise the contractor, however I agreed that a new set of eyes would be the best! CMR Ventures LLC was assigned by 2-10. I immediately checked their reviews online and was very concerned as their current rating is 1.5 stars. SCS had 3 stars. On July 8th, CMR Ventures LLC came to the house to look at the system outside, did not come into the house. CMR indicated that they would submit to 2-10 that evening the request for additional parts.

On July 9th, I followed up with CMR and they indicated that the request had been submitted that morning. On July 12th, I followed up with 2-10, which was the 3 month anniversary from the original claim. At that time, 2-10 indicated that they had not received the work order from CMR. On July 13, 2-10 called to set up an appointment for Thursday, July 15th. No time for the appointment was given. We have tried to accommodate the installers within the limits of proper patience but we feel that we were taken advantage off. I mentioned at the beginning of the letter the health problems associated with this event but I also want to mention, the number of hours that we have spent trying to find a resolution to get the unit operational.

All three of us work full time, having to constantly call to wait on hold for an average of an hour and a half, having to cancel meetings with clients because of the noise generated by the installers, the constant disruptions from the installers and having to be in the house for long hours waiting for the installers have been a major disruption to our lives. We had to postpone the Mother’s Day celebration. We had to hold Father’s Day celebration in the heat because the house had no cooling. We were embarrassed when, while having a party at the house, the system froze and stopped working. Causing our party to end early.

I called in a second time to confirm exactly what was needed and where I need to send it and found out their review process would take 3-5 business days and we could not have the work done prior, otherwise the claim would be denied. It was 83 degrees inside, 85 outside and only getting warmer so waiting for approval for a week and not doing the work seems like a ridiculous requirement. There are many companies backed up and without equipment. My contractor had the equipment to resolve our problem same day. Doesn't seem like it would be difficult to confirm all the information they needed to in order to provide a check for what they could approve after the fact. Poor client experience for me and will not choose them again.

I had the plumber call (he also had to wait on the phone 45 minutes before getting through to a representative). The plumber was told that even though the part that needed replaced was more than $300, the work could be done by a contractor who could be dispatched immediately in my network for $165.00 I am livid. Magically, a provider was found that could do the work when I had been trying to find someone myself after they told me it could be days, or weeks before they found someone who could come perform my hot water heater repairs. It is just a scam to avoid fulfilling their obligations. I am now on hold, have been for more than 30 minutes, to issue a complaint and request that I be removed from their email list spamming me to encourage me to renew.

Online, through the 2-10 portal, I requested a service request status once or twice this month, in mid-June. *Crickets* Then, I proceeded to escalate the claim via the website (I believe I did this the week of the 21st). On Monday, June 28, 2021, I received a voicemail from Melissa, a 2-10 representative. An extension was not left and I was too busy at work that day to call back. She states that they can order a used control board from Ebay or cut a check for $270.78 to put towards a new dishwasher. "Please, please, please show me where you can buy a new dishwasher for $270.78?!" Tuesday, June 29, 2021, I receive a call from Rosie, another representative asking if I wanted to renew my warranty. "No, ma'am, I do not because I still have a claim that is unresolved and it's well over a month later." Later that day, I'm on hold for over two hours and still never got to speak with a representative regarding my claim.

I call today and am on hold for over an hour before I speak with a nice, young lady by the name of Corbin. Corbin understood my frustrations, took notes, and spoke with her supervisor about my issue, trying to plead my case. The supervisor basically blew me off and was like, "Regardless of her expiring warranty, we can order the part and repair the dishwasher. If after 30 days of the warranty's expiration, the dishwasher is no longer working (assuming it will with the part), 2-10 is not responsible."

This is my first claim, the clock is ticking on my warranty's expiration, I've been patient and done everything that I can to resolve this matter. Why is it that I have to wait an additional 24 hours to speak with a supervisor? It's your job to ensure that your customers are well taken care of when an issue arises. You've already taken close to $600 of my hard earned money and due to your unprofessionalism and lack of customer support, I may be completely S.O.L?! Corbin felt bad and I believe that she thinks this is ridiculous. I told her that I feel I'm due a new dishwasher. There's no excuse for me to have been contacted regarding the part a month and three days after I professional came out to look the appliance.

If you're considering doing business with this company, RUN! Do not purchase a warranty, because they obviously do not care about their customers. Once they have your money, that's it. Also, it's sad how many negative reviews are out there and they're still in business. We'll see how this conversation goes, if/when I speak with a supervisor. Learn better business practices 2-10 Home Buyers Warranty or find employees that are compassionate and empathetic! Keep Corbin around, because she may be the only one with a moral compass.

Here is where the fun begins. My refrigerator is one that is built in, it isn't a stand alone unit. A replacement costs about $5,000 on the low side. I was offered an $800 refrigerator that won't even fit in the space after removing the built in unit. So basically my replacement will just have to sit in the middle of the kitchen. Also the replacement isn't even made by the manufacturer anymore, so it isn't a new model. My other option was a cash payment in the amount of $952. Basically they expect me to go buy a comparable refrigerator for $952 or take the one that doesn't fit. How could anyone expect this to be a reasonable offer. Also, they don't return phone calls. They advertise repairing and replacing your appliance....but that isn't they are doing. Basically bait and switch....

I paid $625 for the warranty and a $100 service call fee. And they will not replace a $10 switch. This company is a scam. You will never get them to actually do ANYTHING. You can't send emails. You can't post comments on your service ticket online. And any phone call takes 45 minutes to an hour and all they will tell you is go call the contractor. Once they refer you to a contractor, they will ignore you forever, and the contractor already has their money once they do the service call, so you will be out of luck. Just like I am a month after I first called.

The second incident was my HVAC had went out. I had no heat in my home and the cold months were approaching. I sent in a ticket to 2-10 and the same technician company came and assessed the issue. 2-10, again, would not cover the issue and blamed improper installation (again, no fault of my own). My final issue is my AC is out. Fed up with the technicians 2-10 sends out, I went with a technician of MY choice. I created a help ticket and specifically told them I have my own technician and did not want theirs to come out since in the past, they have been extremely unhelpful. The customer service representative understood and claimed that she documented it.

A few days later I had THEIR technician knocking on my door. I apologized to him about the miscommunication and informed him that his company services were not needed and that I had another technician to resolve the issue. Meanwhile, my technician had been calling everyday for a week trying to contact someone from 2-10 regarding a diagnosis on the issue. He has waited on hold for 1+ hours daily trying to speak with someone. He has yet to talk to anyone. Every time a technician comes to diagnose, it is a $100 fee. This fee is your responsibility to pay upon their arrival and that's just for them to look at the issue.

2-10 warranty is a SCAM! They have not fixed ANY of the issues I have had in my home! They made excuses NOT to cover. If you are considering this company for your home, DONT! AND RUN AS FAST AS YOU CAN IN THE OTHER DIRECTION!!!! It's going to be 103° today. I have 3 small children in my home and nothing but ceiling fans to help cool down the house. 2-10 Warranty still won't answer anyone's calls.

If your appliances dies and needs replacing and you don’t mind that you have to contact only GE or Whirlpool for a replacement (also at least an hour on hold) and they only give you $900 for a replacement, this is the company for you. Have you seen the prices for refrigerators?? We will not renew our warranty. Worst experience ever!