2-10 Home Buyers Warranty Reviews

I tried to contact the technician again and he didn't contact me back. And then after we tried to contact DK Appliance several times that day, they changed their answering service to say that they were going to be closed until Wednesday of the following week. So we contacted 2-10 and tried to get a different contractor. But they stated that they weren't going to send out a separate contractor. We still had to pay the $100 fee even though it wasn't fixed for the first $100 that we spent. They said it has something to do with switching contractors. Then we got a call the following day after we talked to 2-10. They decided that they're going to send it in as a recall and send out a different contractor.

Overall, it was horrible. It was a headache with DK Appliance and turned out to be the same with 2-10 because they couldn't get a separate contractor. We didn't have a dryer for a month and that was extremely unacceptable. I even asked 2-10 to refund me the $100 so that I could use that to buy a new dryer and they yelled when I did that. I had to go out and get a new dryer on my own.

When we called for our sewer issue, the service provider switched three times. We couldn’t wait for someone to come out, so we just canceled the claim and took care of it ourselves. Among the three claims we have submitted, including the claim for the sewer issue, only one of the contractors they sent out has actually completed the work. The other company came out and said that they would need to come back in order to do the work. We have to schedule something this week. It was a bigger issue than what could be handled by one person and there was only one person available.

The first thing the supervisor asked me to have the technician do was to examine the heat exchanger on both units. Upon doing so, the service provider found wear and tear resulting in condemning BOTH furnaces. Now no heat in the entire house. Not good and my anxiety level increased a little. I tried reaching the supervisor as she said she would handle the claim directly. No response to leaving a voice mail or email. So back to the 800 number.

The technician provided all of the information that I was asked to get about the furnaces, including replacement costs. The 2-10 representative said the dollar amount was too high for her department to approve and it had to be sent to high dollar claims for evaluation. Unfortunately, there was no way to actually speak to someone there. I was informed that I would get a response within 24 business hours (that really means within two days since 2-10 operates on a 12 hour day). I was not happy about that as we had no heat and there were freezing temperatures. However, the representative informed me that the high dollar department had 4 hours to begin looking at the claim and that they usually provide a response fairly quickly. She said they should get back to me by end of business that day most likely (8 hours after my call).

I asked if there was a way to escalate the decision given the circumstances as 2-10 had done that a couple years ago when we had a basement flooding issue. She said no because there was no indication that the current problem would cause property damage. I informed her that having no heat could lead to frozen pipes which would imply property damage. She responded that that would be consequential damage and not covered by 2-10 (i.e. not their fault).

I asked to speak to a supervisor and also gave her the name and contact information for the supervisor that was supposed to be handling my case. She said she didn't know who that supervisor was. I persisted and asked again to speak to a supervisor. The representative put me on hold for a few minutes. When she returned she said she interrupted a meeting for supervisors and spoke to the person I mentioned. That person told her that there was nothing she could do and that the claim had to run its course through the high dollar department. Interesting that this representative didn't know the supervisor I named, but then was able to find her in a meeting so quickly. I question the truthfulness of the story. Anyway, I relented and hoped for a call that evening.

Towards the end of the day, I had not heard anything yet, so I called the 800 number again (my wonderful supervisor had not yet responded to my two voicemails and two emails). This time I spoke to a representative that informed me the claim was still with the high dollar team and there was nothing she could do. She also informed me that it could take up to 72 business hours (i.e. 6 DAYS) until I could get a response. I explained that was not acceptable and asked for a supervisor. After asking for a supervisor two more times, the representative finally sought one out.

This supervisor also had no idea who the person was that I had initially worked with. She also said that I should not have been told that I would receive a call back that day, nor that she could escalate this as an emergency because that is done on a case by case basis and this case did not qualify. I explained to her that we were without heat, I had a wife and two small children, and I was concerned about the pipes freezing. I asked if I could have a heating company replace the furnaces and get reimbursed for whatever amount 2-10 would approve from the high dollar claims department so that I could get heat in the house. She said if I had a technician perform the work before getting approval from 2-10, they would not reimburse me for anything. By the way, I'm using an out of network provider because the day I called to report the issue, there were no in network providers available (nice).

This supervisor said that with all the cold weather, the high claims department is putting a priority on furnace issues, but that it could still take 2-6 days to get a response from them. I tried to explain that without heat, I can't wait that long. She informed me that we do not have to use 2-10, they are merely a service to help offset costs for homeowners. If I am too concerned about the situation, I can always just have the heating company replace the furnaces and not file a claim with 2-10. (Why even bother buying a home warranty then?) Obviously, I was not going to get anywhere with this person so that was the end of the conversation. Wait it out.

My wife called the 800 number the next day and spoke with yet another representative. This person explained that it is possible the high dollar claim department will want to have an in network provider give another estimate, but they will discuss that with us when they call with their response. My wife asked if we could get a list of in network providers and just have one come out in the meantime while we're waiting so that there is no further delay with the claim. The representative said she was not allowed to provide an in network provider because this claim had been started as an out of network claim. How does that make sense? They won't even tell us who the in network provider is. Frustrated again, my wife also came to the conclusion that there was nothing that customer service could do to help at this point. Wait it out.

Here's hoping that we get contacted by someone at 2-10 before the weekend when the temperatures are expected to drop again. We have filed a few claims with 2-10 over the last 4 years and it is never smooth, but this experience goes beyond anything I would expect from a company in the business of helping their customers.

I have been without heat for a full week now, and for 3 nights this past week it was down in the single digits. We had to leave our house because it was simply too cold to survive. They can't expedite my claim due to cold weather, they don't care that I have no heat for a week, the purchasing dept isn't open on the weekend - even in the winter with high demand - and now I'll be lucky to have it replaced by the end of this week. This is not acceptable service, and when I call they don't seem to care or have any answers other than to tell me I have to keep waiting. Poor service, poor communication, and very slow. I would not recommend this warranty to anyone.

My glass stovetop cracked. 2-10 sent the tech out and he was a very nice gentleman. He saw that it was cracked and then submitted the claim to 2-10. And then, they proceeded to call me. They wanted me to take pictures of it and send it to them. I’m paying for their services so why do I need to take pictures and do their job. So I said to send the tech back. My beef with them was why didn’t they ask for pictures upfront. Now, I feel like they're attacking my integrity and saying that I’m lying. And so, they came back. But I haven’t heard a word from them for three weeks now so nothing has been resolved.

When I submitted a claim for the dishwasher, they came out and fixed it. I had some issues with the AC during the summer time but I went ahead and took care of it. They said they would reimburse me if I had a tech called but I needed it fixed. I told them I wasn’t going to wait around with no AC for them to send someone out to come fix it as I got a family at home. The other experiences I’ve had, they’ve done great. The promptness has been great except with the issue on the stovetop.

But I had a very negative experience with getting plumbing. 2-10 only have one plumber around here that they contract with and the plumber won’t come out to my house because it’s too far. And that’s why I stopped that. They finally talked to me to find somebody I like. They want me to pay everything upfront and then they not reimburse me. That was very negative and I did not like that. That’s ridiculous. They should have at least ten plumbers in the area you can contract with. I think it should be up to me what my home owner’s policy is supposed to do The other bad experience was the air conditioner. It wasn’t working right. It took a week and a half for the contractor to come out so we were hot for a week and a half. So there’s two bad experiences and one good experience.

I am very frustrated. I don’t make a ton of money as a teacher in Arizona and 2-10 is creating a hardship for me by having another contractor come out on my own dime. I will also have to take off work for when they come. I understand there is regulations, but my premium coverage covers all appliances. There is no point in having this service if they refuse to help and ask the customer to solve the problem. I plan to continue to peruse this further until the problem is solved, oven is fixed, or I have a replacement.

After a couple months, I cancelled the request, hoping my next attempt would be successfully dispatched. To my initial pleasure, my second attempt was dispatched! However this time, I went several days without being contacted by anyone. When I finally reached out to the contractor, they informed me that they had stopped working with 2-10 because the two parties failed to come together on the same terms for how jobs would be handled. I let the contractor know that they were automatically selected for my claim and that they should contact 2-10 to be removed as a vendor.

I cancelled the second service request in hopes that my third attempt would be dispatched to a new contractor. Unfortunately, it was the same contractor as the second request. If there is no one in your network that can come out in fix my electrical issue, what service are you providing? I would be more than happy to write a new review once my experience exceeds the 1-star rating that I am currently dealing with.

2-10 never made the necessary change and plumbing company "couldn't fit us in" until the following TUESDAY! This is day 4 without being able to use any water (cooking, cleaning, flushing) in the house. I should also mention that there was backed up, raw sewage in the lowest level shower from the clog. It was unsanitary and really unsafe. Called 2-10 again at 4:30pm to demand the change in priority, was on hold for 37 minutes before anyone picked up. The guy was understanding and made the correction immediately. The problem then, was that it was after 5pm and the plumbing company they used was closed and wouldn't be out until the next day.

Called 2-10 AGAIN to get a 24 hour company to unclog the main drain. They gave us the number to their 24 hour service guy, which of course, didn't answer the phone so we left an urgent message. Saturday (DAY 5 WITHOUT WATER), the original plumbing company came out and could only attempt to snake the drain from the roof vent. Guess who wouldn't cover that? Good old reliable 2-10. They sent 3 plumbers and every single one of them just shrugged their shoulders and said there was nothing they could do...and charged us the service fee of course. By the way, the 24 hour emergency company called us back 3 FULL DAYS after we left the message. Garbage! Complete garbage!

We ended up having to call another plumbing company on a weekend before a major holiday to come clear the drain. That company showed up promptly, cleared the drain, and didn't make lame excuses for why they couldn't do the job. To come out on an emergency call, the weekend before the holiday cost us a cool $545 out of pocket. The septic tank issue, that their company insisted on, cost us another $280. That's a nice $825 (more than we spent on the useless warranty) right after Christmas just to be able to take a shower! Oh, let's not forget that 2-10 still charged us $75 for the service fee, for which NO SERVICE was performed. They completely crapped the bed on this. This isn't the first time they've shrug off fixing a problem, but it is definitely the worst. 2-10 should change their slogan to "We Don't Cover That And We Don't Care."

It’s easy to submit a claim. And we submitted a claim when our heat went out a couple of months ago. It happened after business hours, and they said that they would contact us the next business day. But I can’t go without heat because I have a medically complex child. So I called the company that was supposed to come out and asked them if there was any chance that they can come out. This was a Sunday morning so I also asked them what the charge was for coming out on a weekend. The guy replied that they were actually doing calls that morning and they could come out in about an hour. And they didn’t charge us extra for coming on a weekend. That’s probably the company’s choice versus 2-10. But that went into my book.

The contractors that they've sent out were good most of the time. But I would like to be able to use my own companies if I have one versus going with whoever 2-10 distributes to us. We have a regular contractor for our heating and cooling. With my last experience, I did end up calling our regular heating and cooling guys, but they were unavailable that weekend. They were out of town but I talked to them and they told me to turn the gas off. If I had waited for 2-10 to call me Monday morning, we could have been dead. And that situation could have been handled a little bit differently. I don’t know if the representatives that answer the phone are aware of the seriousness of it. So, I’m glad I went with my own instincts and called my company.

Other than that, I always recommend 2-10. Some of my friends have American Home Shield and they’re complaining left and right about them, and I told them that we use 2-10 and I haven’t had an issue. Their prices are a little bit steep, but if you’re going to go and have to replace your refrigerator, it’s going to cost more than that and what you’re paying for a year of coverage.

We've had a few contractors come out and all of them have gotten the job done. We had to wait for 3 long weeks to get a new washer at one point, which was a little inconvenient and annoying since I have two children and a deployed husband. But other than that, the contractors showed up on time and they got the job done. We also got all the parts we needed. Moreover, I like that they always followed up after every claim and made sure that everything went well. 2-10 Home Buyers Warranty is quality for the price.

Our lower furnace was giving us some trouble so I submitted a claim and provided the serial number. When the first service request contractor came out, they were very nice, professional and did a really good job explaining things to us. It was part of the learning experience and that time, what was new to us is making sure that the scope of the request was within the right parameters. So right now, we're waiting for the second contractor who's coming today to look at the upstairs unit. Other than hoping for the HVAC issues to get figured and resolved, all has gone really well. I'm going to look at 2-10's rates for extending the coverage for some of the other things that are going on.

By Jan my outside family room wall bowed out and had separated from the built ins 1/4 inch & I couldn't close my office door anymore since the frame was distorted- the wall cracked above the door & above & below the window across from it. Builder wasn't responsive so I contacted 2-10 that told me I needed to call my builder because it was likely normal settlement and I would have to pay a claim fee of $250 that they may just deny it without sending an engineer to look. I hired a forensic structural engineer to do a walk through and write a letter to submit with my claim. Submitted Feb 2017. His opinion stated he believes there was a combination soil movement and framing deficiencies and a geotech needed to do soil samples.

I asked the warranty claims adjuster assigned if they were going to hire a geotech & I was told they would have their engineer investigate. Meanwhile I began investigating & found my home was built on the active septic drain field of the neighbor that didn't get resolved until my home was complete. I contacted the city & found several items on my permit were never checked off. I also didn't have final occupancy until 2 weeks after closing & my home wasn't permitted/ built by the company that 2-10 gave the warranty under- it was another company owned by the same person that was also closed by then.

How could this be with 2-10's Rigid requirements I had relied on? The company the warranty was issued under had closed before the home was finished & before the builder was approved by 2-10. Further, the builder had never signed or applied for the warranty- the seller did who is not authorized on either company so Neither the builder or seller are responding to anything.

I went under the home to cut open the vapor barrier where I found a sinkhole & a broken sewer pipe was visible with a rock path to the foundation wall where you could see the pipe coming directly under. Directly above I have a half inch gap between the wood floors and the baseboard molding. 3/17 the 2-10 insurance engineer came out & I shared with him what I found out. By this time there were multiple humps & sags visible in my roof & my exterior walls were leaning but he didn't measure- just took pics.

During his visit he referred to the river under my home & questioned whether my drains were actually connected with as much water was under & around my home. When he went to the attic he stopped at the vault and said, "Oh, oh, oh- I don't need to see anymore." Clearly he had seen his smoking gun & wasn't going to look any further.- the back 3rd of the home was never investigated. He said he would submit pictures of his findings to the warranty insurer but wasn't allowed to do a findings report.

Over a month later the claims adjuster finally called to tell me that although there was settlement of my home it wasn't unsafe, unliveable, or unsanitary so there wouldn't be coverage. I emailed their engineer & said whatever you told her she isn't even sending it to her local engineer & that if I waited another year my home might not be standing. Later that day the adjuster called back & said due to the roof sag it might not be safe under snow loads so they would further evaluate to see if there might be some technical coverage which she wouldn't commit to at that time. I waited until sept to hear they would cover some framing issues & add a few additional foundation supports - even though they said the original engineering should have held -the kitchen island was extra heavy so they would add some extra support.

I asked about a geotech evaluation because I spoke with the Mascord engineers & truss manufactures in addition to my forensic structural engineer & they all believe the soil moved & pulled the structure down & because it wasn't framed correctly it moved quickly & excessively & the loads of the home are not right now. She said my covered issues were the framing issues they were agreeing to repair which she estimated at $140k & she said they didn't deny there was foundation settlement but it was expensive to test for so they would wait out the next 9 years left on my warranty to see if it would again become "unsafe, unlivable, or unsanitary again.

My floor elevations showed there was a 1 inch difference in floor levels from one side of a bathroom to the other (12 ft at most) & various dips throughout the footprint of the home up to 1.3 inches as of March 2017. She told me this was typical of a new home and these numbers were still within industry standards & therefore not covered.

In Aug /17 they did another floor elevation which showed new movement & again in was within industry standards per the adjuster. In Aug the gaps between ceilings & cabinets & walls had nearly closed which puzzled their engineer who didn't have an answer for it & stuck to his original repair plans. He asked me if I had heard if there were expansive soils in the area which there are not and expansive soils open in the summer & close in the winter which is opposite of what is happening. She said she would have a conference call with her, her local engineer reviewing, their engineer that came out to inspect & my engineer but it was a joke, they had no intention of listening to anyone else. They said they had done a thorough investigation and were confident it was the framing which they have agreed to fix.

My engineer asked how they could have inspected the foundation when the vapor barrier had been placed all the way up the sides of it and over the support posts & asked why they are just learning of foundation cracks and of a support post that had the soil subsided 3 inches deep around it if they had inspected already to the extent they are confident there isn't a soil issue? We also asked their engineer why the exterior walls being out of plumb were not documented anywhere & their engineer said you can't measure them because of the siding.

The adjuster then said they would however do another floor elevation in December & check the plumbness of my exterior walls which had not been noted in anything in their reports & he would take a look at the foundation cracks that had formed, the ones the builder had obviously repaired during construction & covered up, & the foundation post I uncovered that the soil had subsided 3 inches deep from the footing & 6 inches underneath.

When they came out in Dec the gaps that had closed in Aug were open bigger than ever again which happened after it started raining again. The floor levels were again different. The walls inside my home are out of plumb in addition to the exterior. The engineer said I must be measuring on the tape lines & that's why they appeared out of plumb, & the outside he said you can't measure from the siding but I insisted. There is a 2 foot cripple wall between the crawlspace & floor and it doesn't line up all the way around 3 sides & their engineer says - "That's because it's the cripple wall & they are built separately." I said- "Aren't they suppose to line up straight?" He said yes, but they don't always. He didn't get on a latter to measure the upper part which was obviously out of plumb. When we measured the front where the siding is smooth he said there must be blocking behind the front lights making it out of alignment.

When I showed him under the kitchen where the floors are sloping and the floor joists are pulling off the sill plate he said the nails when it was nailed were preventing it from going in all the way- not that they were actually pulling out. I said, "What about the sill plate crack directly below it," and he said, that is because there is a knot in the wood so they tend to crack. I said, "What about the foundation crack directly below the crack in the sill plate," & he said concrete shrinks & cracks- it normal. So I am to believe it is all just a coincidence they are in the exact same spots, totally unrelated?

We go upstairs (just a bonus room & bath) & I show him the hump down the center of the room. You can feel as you walk over it. He said, "That is the wall underneath & they should build them with clips but they don't always & there isn't anything you can do about it." Never mind that there is .8 inch difference from one end of the room to the other, cracks where the ceiling meets the walls, and the walls coming up the stairs are leaning (but he says it must be drywall tape). I go to the office and show him my file cabinet drawers won't stay shut and he said that is normal when they are on outside walls. Nevermind the half inch difference in the floor elevations from one side of the room to the next and the cracks in the walls on two sides and the door that doesn't close anymore.

I then ask him what he was going to do about the bowing beam in the ceiling between the kitchen and family room and his response was, "I told you it was normal for beams to bow." I said, directly below the truss that is cracked and the truss bracket which is bent which is in his list of repairs? He had no response. So I come back to the kit cabinets and ask, "Since you say the floor elevations in the kitchen have got better since your aug measurements when the gap at the ceiling was closed & the wall behind the cabinets isn't really leaning in your opinion, then why is there over a half inch gap between my ceiling & cabinets now?" He stares for a good minute of silence & then mumbled something about looking into moisture content in the wood.

I received the revised plans from the claims adjuster last week & all they added was a new foundation post for the one with the soil subsidence, a clip on the multiple stacked small pieces of wood below the bowing wall that I had questioned him about and the replacement of a cracked rim joist I pointed out. Repairs are to open a hole in the roof to add support framing & close up- not replace the roof & level it out. They intend to leave the humps & sags in a brand new home.

When I showed him the gaps with light from the attic around the perimeter where the wall & roof meet he said it is normal. They want to add supports under the island and stairs and shim a couple of places but the engineer said he doesn't recommend leveling out the island because it may mess up my hardwood flooring as though they aren't responsible for it and as though the loads of the house weren't causing the squeaking, sloping floors. Yeah, I really want to leave my stove crooked and refrigerator leaning forward and have my floors squeak like a 109 year old home.

There is no fix for the gap in cabinets, walls bowing, doors no longer closing, in their repairs.They have no intention of testing the soil even though their warranty includes soil movement. Their engineer from day one said they never pay for them because they are expensive. I asked what they look for then and he said cracks, loose posts, gaps between posts and beams, & continued movement in floor elevations- all of which I have. They want to act like the foundation settlement is a separate issue from the framing and that the roof is the only covered claim making the house unsafe when the reality is the foundation moved due to soil/drainage issues and it pulled the home down that wasn't framed properly which makes them liable for all the damage.

They are hoping they fix the framing to make it strong enough over the next 9 years so that the whole house could sink and it wouldn't be covered again unless it split down the middle making it unsafe. Did I mention they sent their contractors out to bid their original repairs the same day they came out to take another look in Dec? They made up their minds before they came out to take another look. 2-10 advertises they will pay to investigate structural claims and that they have no soil exclusions yet their own engineer stated they never agree to test the soil due to the expense which is what the claims adjuster later reiterated. Her supervisor's response with what the claims adjuster and engineer said regarding these matters was, "Unless it was in writing I can't use it against them." The claims adjuster also said in our conference call with my engineer that they aren't there to prove my case for me.

And then there is the one year workmanship claim opened and assigned to the same claims adjuster filed in August. Keep in mind, the builder never signed it so he has no liability so he won't respond to their multiple requests which they delayed moving forward with to make their attempts anyway. Waiting for someone to investigate but we still don't know what is going to fall under structural and what they will push on workmanship until the structural claim is agreed upon. Did I mention the major electrical problems too? In less than a year I am on my second dishwasher, 4th mini fridge, all new electrical parts & fans in a new $3800 fridge, second fan in the microwave, espresso maker shot, alarm clock fried, central vac issues, several lights have gone out or intermittently work, dim, or randomly flicker. Builders other brother is the electrician so he doesn't respond either.

The claims process seems fraudulent if you ask me. They won't put anything in writing from their engineer with their professional opinion, just drawings of repairs they have agreed to cover. They went from telling me my home was within industry standards with no coverage to there is $140k in repairs and that isn't even going to touch the initiating problem and all the damage that been done. The soils issues need to be addressed and then the foundation needs to be properly supported and leveled out and then all the damage from the bottom up repaired.

I trusted 2-10 to do a quality check on my builder as they advertise they do. Had they done so he wouldn't have qualified for the warranty and it would have been a red flag and I wouldn't have purchased the home. The fact that I have a structural warranty with a home that has major structural issues and it is a fight to get any coverage out of the warranty company is ridiculous. I wonder how many other people are out there going through the same thing with them.

Recently, we had an issue with our heating upstairs and they sent someone over. The contractors tried their hardest and they spent a good amount of time trying to take care of things. But when we turned the heat on downstairs to 74 degrees, the heat upstairs went up to 96 degrees. We called 2-10 back but they said they don't cover zoned AC so they were not responsible for the upstairs part and that is terrible for us. And so, as of now, nobody came to fix that. 2-10 could have been more accommodating and help get our problem solved on the appliance and repair.

I called 2-10 back and I asked them if they could send someone sooner. Our realtor was able to find the service provider and we had to make sure it was an approved provider by 2-10. Our realtor complained to 2-10 and she said to the rep that we haven’t been happy with the situation and we might look at using a new provider going forward. She also helped to escalate it up a little bit. The offered us a reimbursement of our $100 service fee so we can put it towards a mini fridge for the meantime. All in all, it was five weeks that we were living out of a mini-fridge. In addition, it was hard sometimes getting someone on the phone and not getting a recording. We kept saying to call my phone since I stay home during the day while my husband’s at work. My husband said 2-10 kept calling his cell phone while he was at work and not being able to reach us. It was not the greatest experience and I would not recommend them.

The same contractor came to look at it and ordered me a new one. I reminded him that he still hadn't looked at my washer and why it was still making noise like before. He told me he was short on time but that he would come back and fix it. He never did. I got really busy at work after that and was putting in 16 hour days. The washer would have to wait. Anyway, this December I finally retired and had time and thought I would try again to get the washer fixed. I gave up calling the contractor because he wasn't returning my calls. So I called 2-10 and told them what was going on and they said that because I waited so long it would be considered a new work order.

I complained to the girl that took the call (by the way... I was on hold for 40 minutes just to get to talk to someone) and told her I should not be charged another $100.00 considering the first job didn't fix the problem. She put me on hold, we got disconnected, and she never called me back. I called again and this time only had to wait 30 minutes to talk to someone. This time it was a young man. I told him the same story and he said he would have to send me to the claims department. I asked him if he noted everything I told him so I would not have to re-explain and he assured me the notes were in my file. When I got transferred to the claims agent, she asked me what the problem was and I told her it was in the notes.

She said she had nothing in the notes. So for the third time in 2 hours I explained again why I thought I should not be charged another $100.00 dollars. She said that I should have contacted them within 30 days to let them know that it wasn't fixed. I didn't know that or I would have. Besides, I was trying to communicate with the contractor who did the work who never called me back. After much frustration I said I would pay the $100.00 and to send someone to fix my washer. I am so upset at this situation. I am a senior and now on a fixed income and every cent counts. I am essentially paying for the same service twice. This is my second year with 2-10 and it will be my last. There are many other companies out there that offer the same services. So they will lose a contract for another year and more after that just to save $100.00. Never again!

I've told 2-10 that I want to cancel my policy with them. But there was one agent who actually showed some kind of concern about our issue and asked me not cancel it and let her look into it first. She was with the resolution department, and she shared with me that she was looking to it and get back with me because she didn’t understand why the other agents bluntly shared with me that the appliance won’t be covered without looking into the situation. But the other agents that I spoke with were just blunt and told us that it’s not covered and that there’s nothing they can do about it. They didn’t want to listen to my explanation of why it should be covered.

We reached out to 2-10 to express our disappointment and dissatisfaction in the time it was taking as well as the unreliability of All Brands. It was apparent after numerous calls to 2-10 we were speaking with call center representatives that were simply following scripted replies and we were getting nowhere. All Brands was blaming 2-10 and 2-10 was blaming All Brand. With nothing happening, we again reached out to 2-10, several 2-10 employees tried to reach All Brands for 3 weeks with no success, they were not answering their phone. On September 18th I spoke with Brian at 2-10, he said he would send our file to the Contractor Relations Department. We spoke with the Area Manager, Josh and shared everything that had taken place so far, he said he was surprised as he was friends with All Brands and that he would reach out to them and get it resolved. Again, days later no response.

On 9-20 All Star Appliance called, they wanted to come out to the house to look at the appliances and provide 2-10 with their assessment. (So another day we have to be home.) 9-22 All Brands called. They apparently had a few parts and wanted to come by and put them in the appliances, when I asked which parts they could not tell me, hmmm. 9-26 Josh called. They are unable to find a part for the oven, he needs to send our file to another department to do research, he will call me back in a few days. A few hours later we received a call from Joelle, they are looking for parts for the microwave, she will call us back in a few days. 9/28 called and left message for Josh, 9/30 left message for Josh, 10/4 left message for Josh, 10/6 left message for Josh, no return phone calls!

10/10 received a call from Emily in Claims Management, they want to send a representative from All Star to come take the control board out of the oven and send it away to be rebuilt, should take about 14 days. Crazy it's already been two months! I asked to have Josh please call me. 10/18 left a message for Josh. 10/19 Emily offers us $192.00 (you can't buy even a cheap oven for that) to buyout the oven and they have all the parts to repair the microwave.

10/25 Spoke with All Star. Scheduled appointment for 10/28 to come fix microwave. 10/27 I called All Star to confirm they're coming on the 28th at 10:00am. 10/28 I called All Star at 10:42 no show and no call, 1:07 received a text, they had an emergency, wanted to come Wednesday, requested Monday the 30th. Again no show no call, then at 2:06 received a text they will be here 10/31 at 10:00.

On 10/30 we called 2-10 and spoke with Brenda in Purchasing and Tracy the Purchasing Manager. She said she and Brenda would review our notes once their computer comes up and call us back in a few hours, once again no return call!! 10/31 Left Tracy at 2-10 a message. All Star did not show up, no response. 10/31 Later spoke with the technician at All Star, he said he would be at our house at 12:00 noon. (He also said we agreed to a buyout on the dishwasher which we did not.) The technician showed up at 3:00, he put the parts in the microwave but it still did not work, he also took the control board out of the oven to send it off to be refurbished.

Later on 10/31 we spoke with Omar at 2-10. He was professional and reasonable. He offered us a more reasonable buyout on the dishwasher which we accepted on 11/1. Omar said he would stay on top of the oven and microwave and continue to communicate with us. 11/6 left message for Omar at 2-10, "Where are we with the oven and microwave?" Tried to reach All Star but their phone number is no longer in service. Shortly thereafter we were able to come to a resolution with Omar on a buyout for the oven as it would be longer than two weeks.

Our last appliance, we have been working with Omar on the microwave. All Star was supposed to come on 12/9 to try the additional parts they ordered to see if these would fix the problem, (they did not think it would work) unfortunately, again they did not show up for the appointment. I left All Star a message and several days later learned the technician was in a car accident and that he would come the following week to try and fix it.

12/12 spoke with Omar, the time we have invested in the appointments and no show appointments is ridiculous and it is now going on 6 months. Omar offered us a buyout on the microwave of $217.00, however, the microwave is about $2,500 as it is a high end built in with convection and costs about $2,500. At this point we have simply asked for a more reasonable buyout so we can finally close the chapter on this. We are being told that is all they can offer. We appreciate all that Omar has done to resolve our problems and would like to close out the microwave claim as well if we can only get a more reasonable buyout figure.

That ticket was open for three months until 2-10 finally agreed to pay me to buy my own and have it installed - which took a week. Now I'm waiting on a water heater - I opened the ticket on Dec 2 and 2-10 had it delivered to Premiere on 12/18. Five calls later and nothing. 2-10 needs to utilize customer sat surveys or have some way to confirm that the contractors they're using aren't completely useless.

Horrible horrible horrible!!! I will not only not recommend 2-10 but I will make sure all my family & friends know that 2-10 is HORRIBLE!!! I would changed the CEO or whoever is running this 2-10 ship because it’s because of how they are running it is the result of all of these horrible experiences! I haven’t felt no one help me in a great customer service way yet with 2-10!

And I would know, I working in customer service for more than 3 years!! In this whole process of getting my heater fixed I have gotten super sick and I have had to stay somewhere other than my home because my home is sooo cold I cannot live in it right now without heat! We have 20-30 degree weather right now, so that’s unbearable! 2-10 is horrible horrible horrible! And I will make sure to spread the word to make sure no one has to experience what I went through. Oh and I still currently don’t have heat!!!

Recently I did two claims at the same time -- one for my water softener and the other for my hot water heater. The contractors were great and they previously did the water heater with my other property. They’re good at calling back and they’re right on time -- sometimes even early. In the past some of the contractors 2-10 had weren’t good but most recently they’ve opened up to different contractors so they have way better service. I would definitely recommend them and tell people that the deductible is low and even though there might be other companies that are a little bit lower they don’t offer as much protection.

They blame 2-10 for ordering the wrong part and 2-10 blaming the contractor for ordering the wrong part and leaving us with no heat. We requested to have a different Contractor to come and do the repairs and that was granted and the new contractor arrived two days later. By then the other AC unit for the lower level froze up and we had to open another ticket for that also. The contractor looked at both the units and ordered parts needed for the repairs. Today after 10 more days went by and still no parts I am asking myself how can a company be in business doing repairs and let this happened. This is now a total of 24 days without heat in the house and it is not very pleasant to live like this.

We have reached out to 2-10 before today but after an hour on the phone we get nowhere and it seem like the people at 2-10 and not capable or do not care to help to get the issue fixed. We have a lot more to say but let us see if 2-10 can get their act together and sort this mess out. I want people to seriously consider not buying a 2-10 Home Warranty, just search the bad reviews. It surely outweigh the good.

That other company had cancelled saying the receptionist didn't know they weren’t going to be working because it was Thanksgiving. But this other company who came out was great. They took care of us. With 2-10, things normally get fixed the first time around unless they have to order a part. One would be crazy to buy a house without a warranty because they may end up spending $2000 to $3000 if they don't know what they're getting into.

We’ve spoken to several 2-10 employees on the phone who could never tell us what happened, explain the delay and actually they all commented on how unusually long it seemed to take. We were offered reimbursement for the $65 service call fee. We called 2-10 back again to get a more definitive timeline since we were trying to piece together what happened after talking to the Service Company, but had to settle for leaving a voicemail. When our call was returned, the gentleman read the notes in our file and commented on how long it has taken just to try and get the parts and again had no explanation to offer, so he offered contract buy-out of $900 and indicated the parts and labor to have our heat pump fixed was going to be $700.

So we went with that option, only to find out after we hung up and called the Service Company, that the cost is going to be roughly $1800!!! Of course we have taken into consideration the fact that the Service Company adds fluff in their price to us to make money, but the Service Company assured us that the part alone was $1125 not including the rough estimate of 4 hours of labor. So here we are left scrambling in almost below freezing temperatures with 2 young children and there’s no solution in sight AND it looks like we will still be without heat come Christmas! Please, someone from 2-10 contact us so this horrible situation can be rectified and we can have heat again in our house!

Before that, I had another issue with my air conditioning unit. It took them almost 40 days before I heard from the contractor that 2-10 purchase department could not order the right part. Therefore, the contractor was not willing to come to my home and finish up the work on my air conditioning unit. I had to eventually get the money that they could give me to go out and fix the problem on my own. It cost me double the price but I ended up getting it fixed very quickly as opposed to waiting for them to get it fixed.

I've had 2-10 for 12 years and I'm pretty sure that I will not be renewing my contract with them ever again. They have not given proper attention to my problems so far. Based on my experience in the last few items that I've opened up with them, I'm absolutely dissatisfied. In a matter of the last five months, I have been working for over 90 days to resolve two issues. And the current issue is not resolved yet, so I'm not sure how much time we're going to spend with them to resolve it.

I've been on the phone with customer service reps from 2-10 twice per week since September (4 months) to get my oven fixed, and each customer service rep I spoke with has done nothing to follow up or expedite the process of helping me get my oven fixed. Customer Service Reps will not give out their email address, phone or extension to allow customer follow up. Each customer service rep's information with a status update contradicts the previous rep. Their current resolution is to send the original appliance company out again to look at it, and this was the company who came out 8 times between September and November to attempt to fix the oven and put it in worse condition. Extremely poor ownership and follow up from 2-10 Home Buyers Warranty.

Original Review: Dec. 15, 2017

We moved into a new home and this warranty was purchased as part of our contract. Upon trying to get a refrigerator fixed, we are now in a two month period with their contractor not returning calls or emails, and nobody at 2-10 warranty is able to or willing to help to get my refrigerator fixed. I have since had to purchase a refrigerator for my kitchen and the broken refrigerator is out in the garage. Because the contractor knows it's out in the garage he has no sense of urgency to fix it. We paid our co-payment and he put a part in that did not fix it. We had to wait a month from the time he originally came to put that part in.

It took numerous phone calls on my part to get him to come. That same night and the next morning I called and emailed him to let him know that it did not work and was not repaired. I also called 2-10 warranty and got a new work order issued. It took another week or so before they even ordered another part and that was almost a month ago. Nobody has contacted me to come for the repair again, and the numerous calls I have made to 2-10 warranty we're worthless and spent at least 40 minutes each time on the phone. They finally got in touch with the contractor who said he never got the part and when I ask them to call LG, they told me to call LG myself. I ask for a part name or number but they couldn't give me that.

This is the biggest waste of a warranty because now I am going on 2 months without the refrigerator working and nobody coming to repair it. They told me if I accepted a buyout they would subtract all the work he had done - all the parts that he never came to install and I would basically not even get my $100 copayment back. All I wanted was to have my refrigerator fixed. When you call and email and they don't return your calls it's not very professional. 2-10 warranty also told me twice that since I was having so many issues they would have somebody follow up with us to check on the status. Twice it was an epic fail because nobody called. I am so disappointed and not only the customer service people, the supervisors I've been transferred to, the claims adjusters, and their contractors that they hire.

This is an epic fail from beginning to end and not one person cares. All they tell you is I don't have authorization to do anything, and they pass you off to somebody else. Then that somebody else tells you the same thing they don't have authorization to do anything and they tell you somebody will contact you. After you wait, nobody contacts you, and you still have an appliance that doesn't work and is not repaired. When the contractor tells you at your house that your refrigerator is a piece of junk, and when the 2-10 warranty people make excuses as to why he never calls us back, you got to wonder who they're hiring.

I wish I could just have all the money paid for the warranty and my $100 payment back, so that I could recoup the money I had to spend on a new refrigerator. When you live in Florida let alone anywhere else in the world, you really need a refrigerator to keep your food cold. You cannot live every day with coolers and ice. There was not one person at 2-10 warranty that lifted a finger to try to help us. This home warranty company is the biggest farce in a total waste of money, because it seems they go out of their way to do nothing for you. I do have a warranty under ** 5931 Candytuft place Land O Lakes Florida 34639 and I do have a receipt for the first attempt to repair from the contractor. I have also made notations of all the phone calls and print it out all the emails that I have sent and have gotten no response.

I ended up going with a contractor who wasn't contracted with 2-10. The contractor said the reason that he doesn’t ever contract with home warranty companies is that they’re a joke, they don’t reimburse well and they cap off the amount that they're required to on the paperwork up front and nothing can get fixed right away. I've had 2-10 for two and a half years, since March 2015. I definitely won’t renew my warranty with them, they don’t do anything.

I contacted a contractor that was out the same day and said that the unit (24 years old) needed to be replaced. Following the guidelines they sent me for using my own contractor, I then called 2-10 to inform them and get the work pre-authorized. The agent (Michelle) was easy to work with and said the work was approved. She then told me I would be reimbursed for what they would pay one of their contractors for a new unit and labor. I was told to send in my invoice marked paid in full along with the model and serial number of the unit when the work was completed. The work was done 2 days later and all of the paperwork submitted.

After a week with no word from 2-10, I called to follow up. I was told at this point that they were not going to reimburse me for the unit and labor (at their rate as I was told), but just for the part that was broken. A whopping $175 when I paid $2200. I relayed what I was previously told and asked for the call to be pulled. The customer service agent (Richie) ensured me that he had emailed for the call to be pulled and would call me back that day. I never heard back. I called again 2 days later and this agent said the same thing.

I again requested to speak to a supervisor and again requested that the call be pulled. This agent (Elizabeth) said the call would be pulled and supervisor would call me by Wednesday (12/13... this started 11/17). I still have not received a call back or even the $175 for the broken part. Additionally, their guidelines state that if they disagree with my contractor’s decision at the time of pre-authorization, they can request a second opinion. They did not exercise this ability, but now that it is time to write a check are back pedaling. This “insurance,” isn’t worth the paper it is written on.

Original Review: Dec. 12, 2017

I am the state broker for a national real estate company. I have used myself and/or recommended to our clients many warranty companies. I recently switched my home to this warranty company. They have left me without a working dishwasher for a month!!! I paid their contractor the service fee and they never came back with the parts to fix it and don't return calls... 2-10 let me wait now another 2 weeks for another contractor.

When this new one didn't show I called 2-10 and they said, "Oh, that contractor doesn't service your area." So I guess they weren't going to bother to tell me that till I called and asked when this new company was coming out. Now they're telling me I have to wait days again for them to reassign the claim to another contractor. They are rude and dismissive at 2-10 and basically told me they don't care that I went through Thanksgiving without a dishwasher and now it looks like I'll be going through Christmas and New Years as well without one. DO NOT, I REPEAT, DO NOT EVEN CONSIDER USING BUYING A WARRANTY FROM THIS COMPANY!!!

They offered to do another search, costing me 24-72 more hours without hot water. I asked to speak to a supervisor whom confirmed they do not have an in network contractor and the closest one was 144 miles away. So whatever their in network contractor charges, I would be reimbursed for and be out the rest. My frustration is that the people there don’t know what they’re doing and pulling me around and making me wait, as well as getting onto me when they were wrong too. My warranty is only a year and I’m not renewing with them.

It’s not the customer's fault that you don’t update your records, have a current contractor in an area, or your team doesn’t know how to do their job. It’s better business to bite the bullet and help someone out, than to treat them like a second class citizen. It’s also almost Christmas and we have family staying with us, not to mention we are about to charge all of this to our credit card, not knowing when we’ll get reimbursed or even how much we’ll get.

So we paid for the work and we’re just waiting to get approved and to get reimbursed. The work was done the day before Thanksgiving and our heat was out a week before that so we were a week without a heat in our house and it’s been kind of an ordeal. If we didn’t get a-hold of 2-10 again to get the okay then look for our own contractor we would still be without heat.

I’ve talked to a bunch of different people from 2-10 and I’ve sent the invoice to 3 different emails and everything that I need to send in to get at least looked at for reimbursement. I’ve finally got a-hold of our realtor so she has been talking to 2-10 but I just kept on getting calls or other emails saying they sent it to a different email address. I wish the communication was a little bit better.

There are some things I can’t fault 2-10 for. The heater was more of the contractor or just the nature of the problem. It’s never fun to have something broken at home, but 2-10 was professional for most of that. Their customer service is also very well trained. They say the right words in the same order every time. All in all I’m paying them twice as much as I would pay somebody else, so I’ll probably switch because the premium is so high. 2-10 is not superb but they’re not bad either.

The people that I talked to at 2-10 were kind of lackadaisical. They really didn’t seem like they cared. But once we got past that part, it was a pretty good experience and they took care of everything. They already got the checks and the contractor was out to replace the parts so everything worked out. Also, 2-10 sent us a link to pick put a new boost for our stove and it was pretty cool that we got a discount with them. The contractor was awesome to work with. They were really nice and I was impressed with them. If we're ever having an appliance issue again, we would recommend them to come out and take a look at it.

I scheduled more appointments. They no-showed, they told me the part was in, then it wasn't, then they stopped answering when I called. I called 2-10 and they called the company. Then they started texting me. Set up an appointment two more times... they no-showed both times. So I called 2-10 and asked that my request be canceled and my deductible refunded. I'm awaiting my refund, but have had a reputable repair company come diagnose my fridge. They will be here Tuesday morning to fix it out of pocket. My time is more valuable.

So, last night I decided to submit a new service request on my washing machine just to try again. Don't you know the first appliance guy they sent for my fridge texted me to set up an appointment. Nope. I called 2-10 and requested a different contractor. They said R & S Heating and Cooling would be calling. A quick Google search gave terrible reviews of this company, even stating that warranty companies such as 2-10 keep them afloat. I went to the 2-10 website and canceled my service request. My warranty is up in a couple of weeks. My advice to homeowners would be to save the $80/month that you'll pay for your premium and you'll have a nest egg to service your home. Don't waste it on this company. Terrible.

MSN took 5 to 7 days to submit a work order to 2-10 which then took an additional week to receive the parts, but it has not been confirmed by Troy of MSN. After almost a dozen calls into 2-10 the call was escalated to a Senior Claims Representative to go out of network to provide a better quality service. It took many attempts to get this request approved by 2-10. 2-10 does not make outbound calls nor receive inbound calls to a particular person. Everything is routed through the customer services department and the complete scenario must be repeated each time you call in. It seems to me that 2-10 does not properly "vet" their selected vendors. I would definitely not want to experience this lack of service again.

HORRIBLE company. The service agreement stated that ductwork modification was included, but the representatives kept bringing up new reasons they wouldn't cover it, even contradicting themselves at times. This is a VERY DISHONEST way of doing business, and it seems like the company's automatic reaction is to deny customers, even when the claims are clearly covered in the service agreements.

The local company said their recommendation would not work and the required replacement would be 4 Times as much. I called and emailed with the information. They said that is all they do. I have spent HOURS on calls and emails and spent thousands of dollars on service calls and warranty fees they do not actually fix or replace your appliance? Unbelievable. I asked for a manager call back - the agent said, "Managers don’t call anyone and you will not get a different answer." Poor service.

My washer machine was acting up before the holidays so I called for service, made several phone calls and each time wrong information was given including my phone number and email. Someone came to check it out and I was told that it would probably cost too much for a repair so I waited for 2-10 to get back to me. Didn't happen, I had to call back and then I got a voicemail from a man to call back which I did. Then I'm told that I need to call the repair company and ask them to order parts for my machine and if they are the wrong parts (because the serial number on my machine couldn't be seen) of which repair guy told me at least 3 needed to be replaced. But if they couldn't figure the parts out to just have them order a few and send back what was not needed or wrong. Who the hell does that?

So I called and asked the repair company if they heard anything from 2-10. They said yes that it had been approved for a new replacement. So I'm trying to figure out why this 2-10 rep told me to do what he said. So I call 2-10 again and explain what the guy said and what the repair people said and the lady says, "I totally understand your frustration. Let me look into it." So she tells me I can take a payout or get a new machine. After she tells me the payout I said definitely the machine as I didn't want to have to make up the difference with the holidays here. So she takes my info yet again to send me about all of this procedure and how I couldn't change my mind once I agree to the email info. I can't make this a short story as it's constantly crap after crap.

I never got the email or phone call she told me to expect. So I called 2-10 again. And this lady says an email went out (and she gives me the email and phone number I was said to have given). BOTH WRONG! So I give her the correct information that they have had from each time I have called. And afterwards she tells me that I can't change anything because the new machine has already been ordered. Well what the hell is with that crap considering I never got the email? But I say ok. As I just want a machine to do my laundry and they did say they would send a machine like the one I had. Which was a Whirlpool Calypso. (I loved it and never had a problem one with it but heard many people did.) The machine delivered is a hotpoint with an agitator which mine did not have nor does it have both hand wash and delicate, just delicates. But they get to finally do laundry while I still have house guests from California and my grandchildren.

Well I was told the machine would be delivered to my house but they would call with a delivery day and time. NOT! I'm on the island at a doctors appointment and I get a call from someone in a 915 area code named Asante ** and I couldn't understand everything he said other than he's on his way over to my house with a washer and would be there in less than 30 minutes. Well hell what happened to the phone call I should've gotten? So I had to make arrangements for someone to be at my house.

So I get excited about the new machine and look forward to getting home to believe it or not do laundry. My daughter gets there before me after traveling with the grands and a bit of laundry. So as soon as I get home I start a load. But that's after I have to wash the machine down, it's suppose to be white but looks grey from all the dirt on it. I was shocked as it looks like it came from after sitting outside for quite a while due to all the filth. So I get it cleaned and start a load of laundry expecting a bunch of noise from all the reviews I read from this machine. I didn't hear a thing, so I was a bit happier thinking it was just cruddy reviews. But nope, no such luck. I didn't hear it because the dang machine didn't run after filling with water.

Now this is suppose to be a brand new machine (at least in my head I'm thinking this but since I never got any information about it by that time you just don't know. And in all honesty I still don't know because my faith and trust in this company is nonexistent by this time) so I'm thinking maybe I just didn't push the right wash button or something so I do it again. No luck. So I have to manually by hand drain water so I can get the babies things out as she was running out of bibs and burp cloths by now. So my daughter can go to the laundromat to do laundry.

I call 2-10 yet again and tell them what's going on and they tell me they will put a service call in to the same company from before. This was 5 days ago. Now grant it there was a holiday but crap a phone call could have been made. But I have to call them and then I don't know why I expect it to go well at all. This lady says "it looks like you're waiting on a part to be delivered today." "Has it not arrived?" She asks. OH MY FREAKING GOD!!! SERIOUSLY?! I ask her how the heck a part could be ordered for this new machine when no one's even been here to even look at it. She says, "I'm sorry. I know how frustrating this must be. Do you mind if I put you on hold for two minutes while I look at your account?" I say sure but really wanted to ask her what would happen if I said yes I do mind. My butt behaved though.

She gets back on and tells me (her name is Janice, just so you know I take names and write info down). She goes on to apologize for the wait and then tells me she can't do anything because there is a claims lock on my account. She will have to transfer me. I don't know what this means but by is time I'm seeing RED! So I get transferred to someone else that doesn't seem to know crap about what's going on but says, "I'm sorry for your frustration. Let me look and see what's going on." This time I apologize, because I've been calling this person ma'am and he said his name is Isaiah. Which he says, "That's ok. I know I have a very feminine voice." Well still nothing has been accomplished other than he said the repair company has closed but they would call tomorrow to schedule an appoint. But that I could call the repair company tomorrow myself if I wanted to.

So tired of all the crap with 2-10 and the same verbiage that comes from their mouths that mean crap to me. No one seems to know what they are doing and nothing gets done right. I've been passing around the name of 2-10 and telling people how they really need to get a contract with them, but that's going to change real quick. I am not happy with this whole situation, as a matter of fact I'm so angry and upset I want to bawl. And that's not me.

I will not be giving good reviews for 2-10 nor will I suggest this company to anyone unless they fix this asap and with extraordinary speed and service. And just because of my bad comments and story I don't want to see or hear negativity in any way from them. I WANT THIS TAKEN CARE OF. I'M BEYOND PISSED!! Now I've got to go chase a sweet potato down trying to make its way out my back door by my dog's mouth... I hope everyone else not only has a better day but can do THEIR laundry with no problems.

In terms of service, 2-10 has the friendliest folks in the world running their phones. They are kind, professional, and mostly helpful. Yet, nothing actually gets done. Five weeks, no service. They have my money, the plumber has my service fee, and I still have my leaky water heater. If you are considering a "Supreme" 2-10 warranty, save the $600 and just pay for your home repairs out of pocket. By the way, I am still on hold. 40 minutes today.

To cut a long story short, after two months of back and forth with 2-10 and flushing 3 toilets with buckets of water and a $500 water bill, I called Jiffy Plumbing to fix it and I paid for it. They fixed the three toilets including the toilet which Max had recommended to replace. 2-10 explained a long procedure to get reimbursed if an outside contractor did the job. By this time, I am exhausted with the whole encounter and don’t want any reimbursement from 2-10. I now have to pay my $500 water bill. The people at the claims department are rude when they hear a different accent. They talk to you as if you don’t know what you are talking about. I have an accent and with this accent I have been working hard to earn a living and pay 2-10 for 7 years and I do know what I am talking about. And yes, I am writing this review myself so my English is good enough to express myself in writing even though I have an accent.

They are impatient and don’t even give you time to explain. One of them rudely told me that the contractors were not supposed to change the toilet handle. Well, how do I know what the contractors are allowed or are not allowed to fix. I just need my toilets fixed. Your contractors should know what is covered and what is not. I have included one of the many work orders. I have a heating problem now and I have simply called Jiffy Plumbing and Heating and paying for it. I have never given a review but I feel compelled to write this review so that potential customers know the type of service 2-10 provides.

After several weeks I called and asked about the check and was told that they were not covering it after all. I have been with 2-10 for 3 years and have paid more than $1800 for this insurance and the one time I needed them they at first approved the claim, but then later denied it. This " insurance company" instructed me to make repairs that they advised were covered, then refuse to pay me $300.

So I did call the warranty company Saturday right after speaking to this contractor and spoke to a wonderful customer service rep who did everything to escalate my claim. As CS agents go he was among the best so no quarrel with him. He did get the claim set to emergency status and then I said I wanted to use a different contractor that cared about my business and he located another contractor. That contractor did call me within 2 hours that Saturday however they do not have anyone to come until Tuesday. While waiting, I have had a very upsetting several days and knowing that the person still is only coming to assess the situation and I still have to wait to see what the warranty company will do I am very upset and would not want anyone else to go through this. The warranty came with my house so I'm feeling like you get what you paid for.

We called for repair, 2-10 never sent a contractor out. With all our groceries sitting in coolers for weeks, we decide to purchase a new unit as they were not responding to our repair needs. Months go by and we are still dealing with electrical issues, we inquired about repairing the unit that is broken, and are told because we choose to move the unit out of the kitchen, they will not cover this unit. My contract clearly states that the garage is still a part of the home, and any appliance housed within is still covered. Not to mention they owe us for the cost of not responding and making me incur 800.00 dollars spent on a new unit that they should have covered. It's my belief that they denied service to avoid the expense of a new unit.

One last story, I had let my coverage lapse by a couple of months back in 2012. My HVAC decides to quit in the middle of a South Carolina summer. I had forgotten about 2-10 until a friend reminded me. I thought I'd be screwed since I had let the coverage lapse. Well, long story short...the customer service rep at 2-10 renewed my coverage AND submitted my claim. In the end, I ended up with a new air handler and condenser unit. Again...THOUSANDS of $$ saved!! So, for the occasional headache that 2-10 gives me, they are MORE than worth it!

We have a ejector pump, not a sunp pump and they don’t want to pay!!! It’s part of the plumbing and crazy common to have! Dirty evil company! From their site: plumping definition... “In the most basic terms, all plumbing comes down to pipes and fixtures that bring and take water and waste where they belong. Plumbing is like the circulatory system for your house. Pipe leaks and breaks in water and waste lines are eligible for coverage, as are toilets and the clearing of mainline stoppages.” Ejector pumps are part of the waste line! As it pushes WASTE OUT OF THE HOUSE!!!

However it may take another 3 to 5 business days for them to make that decision to see if they can repair it or replace the unit... (Really are you kidding!!) Then on top of that I was given a list work that is NOT covered approx. $ 1400 worth... then more good news they most likely will not replace my unit with another Trane but with a lesser quality brand they deem... (wonderful!!) Then when I request a price for a Buyout and I will rectify the issue myself... can't get an answer on it yet... so you can figure out what I'm paying out of my pocket pretty quick but cannot tell me the make/model of the unit you may install and cannot get me a buyout price... WOW. What exactly does 2-10 Home Buyers Warranty expect you to heat your home within this situation (Love??).

Then I wanted inspection because city requires it when you add breakers or switch from gas to electric or from attic to garage. Electrician said he got permit and paid for it. but never did. Still awaiting this permit from the head of his company and 2-10 had nothing to do with seeing this got done. Just more calls/frustration for the customer. And then they want you to renew. They said they spent hrs on my case and contacted the owner but can never talk to but a purchasing dept who then won’t answer or return your calls esp at end of day. Then they want you to renew!!

I’ve read several of the complaints and mostly all the same! Poor and rude customer service, long delays in repairs, incompetent contractors and low payouts! I don’t think the customers or the contractors are treated right! And then you never even know what you are getting until the day it is delivered! Think I will put my money in a savings. Be able to call good contractors and have the job phone in a timely manner. It’s either a little help with a buyout or your sanity! And Escalation team... Do it right the 1st time & we won’t have to have one!

I called back 72 hours later and another three phone calls and 3 hours of my time and was told that it had been 48 hours since they had received the diagnosis and that they needed more details from the contractor and that it would be another 24 hours to wait. I called back after 48 hours and two calls and another 1.5 hours of my time and 2-10 agreed to find another contractor for me. This was a Friday morning and they said that their dispatch department had 24 hours to find me a new contractor. It is now Tuesday, 48 hours later (business hours) and they tell me that they need another 24 hours. If I didn't have the warranty the problem would have been resolved by now. Really 3.5 weeks and I am still at square one.

I put new cabinets in my kitchen two months ago. I noticed the very bottom of my cabinet getting dark and I could tell it was wet. After me and a friend looked underneath the sink we could not see a leak coming from the sink itself. I pulled the bottom part of my cabinet and I could see it was coming somewhere from the wall. I called 2-10 and I had to agree to the $100 dollar charge. They sent me Budget Plumbing. The two technicians came over my house and they couldn’t fit in the crawl space underneath the house. They told me they need it to send a smaller technician. That was five minutes max. I was upset to find out that even though they couldn’t diagnose anything I had to pay for that. I called 2-10 and I told them to send someone else.

After waiting the whole weekend with an active leak, water accumulating underneath my vinyl floor. I waited all day for the guys of R & J plumbing. They finally show up at almost 8:30 P.M. The three technicians come in. They checked underneath the sink and I told them I saw water coming from what it seems behind the wall. They didn’t bother with checking other places.

Remember how I was told a smaller technician needed to come and get underneath the crawl space? After all that’s what the Budget Plumbing technician said. Well the technician from R and J told me right away it's coming from behind the wall, the cabinets need to come out and the insurance is more than likely not going to cover it. I was shocked and in disbelief. I asked him if they were going to check underneath the house or other places and he said no. I called the owner but he said, "Ma'am if he says it’s coming from behind the wall mind you I am not a plumber but I thought someone with experience would have taken more than a quick thirty second peep with the light of the cellphone. Now I still have a leak and water keeps bringing my floor up. Please notice in the receipt from Budget plumbing where they state that another smaller technician needs to go in the crawl space which R and J technicians didn’t bother to do.

At a homeowner, the claim has been dragging 30 days, still not resolved. So I called 2-10, each single time I called, the agent said please wait 3 or 5 business day. According to the technical, the part is not available on the market and request 2-10 to replace a new unit. The 2-10 doesn't want to make decision on scene due to require replace a new part. At this point, I will have to wait another 3-5 business on research make no parts are available in market and another 3-5 business days make decision replace a new unit.

When I purchased the service with 2-10, I never wait a day to pay with my credit card. Now it time to replace a new unit, 2-10 is dragging until the weather getting worse and make the customer painful process. I wish I don't want any warranty company at this point, so I can go out buy a new unit. Be aware all new customers, you will have pained if you required to replace a new unit with 2-10.

I called 2-10 on July 31, Told the representative what was going on and he told me that due to the urgency of needing it fixed especially with the new baby in the house to go ahead and have the contractor do the repairs and that I would be reimbursed for the $1500 that 2-10 would typical pay for such things. He gave me an email to send the documentation to and I promptly did. I never got any kind of response But I did get them begging me to renew when my contract was up.

I called again and was finally able to speak with Deb ** on 11/02/17. She said the information that I was given was inaccurate but that if I emailed her the documentation that I had she would get back to me no later than that Friday, I never heard anything. A week later I called back and spoke with Justin **, He was by far the best person at the company that I've spoken to but that doesn't mean that I'm happy with the results. The end result is that I replaced my system with their word that I would be reimbursed, at the end I was offered $493 (like it was a favor to me) and still had to pay my $100 dollar deductible. I will never use them again and neither will our realtor who buys a warranty for all his clients. They're liars and cheats.

Also at other times also they will send an assessor to look at it before they send somebody so it just takes longer that way. We just want it repaired. Sometimes we have to wait because they have to get a part from a certain spot and they don't want to get it from the fastest spot. They want to get it from the cheapest spot. That's fine for some things but if it's something that you use every day or an appliance you use all the time that's annoying. It didn't use to be that way but they've changed things over the years.

But their customer service is good. If there's a problem it's the execution of the whole trying to get it to happen. Sometimes it's easy as they've got a part in their vehicle but if they don't have the part they're going to go through home warranty and get it approved. They got to find out if they are allowed to go get the part or if they have to wait for them to order it and have it sent.

I tried to call them this morning and the phone rang and rang and rang. I finally hung up because I had another call coming in. My dryer is not working. I used it last night, and it’s not heating up. So, I need to get someone out here. The last person they sent out was very good so I’d like to have the same person sent back out. But they come from Diamondhead, which is a long way away. Every time I’ve had somebody come out here, it’s never been anybody from Hammond.

When they sent the air-condition people out here, they couldn’t find the problem. And they were three different people. The last one who came out found the problem. They also have sent plumbers who couldn’t find the problem three times. They kept telling me that it was a pipe under the ground. They were not good. They didn’t know what they were talking about. Then they sent Goodbee and they walked up in my attic and flipped the switch on the water heater. That was what was wrong. I'm kind of disappointed with 2-10. In fact, I’m looking at other people right now.

Fast forward to October. I had a company come out to clean and service the furnace to prepare for winter and the heat exchanger is cracked. Per 2-10 they are denying coverage, claiming pre-existing even though the furnace was in working order with no carbon monoxide leak when we bought the house. I appealed and was denied. I was told by one of the claims personnel that this warranty isn't in place for me to decide to remodel or upgrade my house. I don't think being told that I can't turn on my furnace because it will kill me is my idea of "remodeling/ upgrading" my house. I have never written a review on a company but really want people to know how 2-10 doesn't stand behind what it promises.

Submitting a claim is super easy. You can do it on the phone or online. I usually call, and it’s an automated system, and then the service provider calls you back. They say within 24 to 48 hours. In my experience, some of them call within 12 hours. And so far, I’ve liked the people who have come to the house. A lot of them have come multiple times, so I have gotten to know them. They’re all smaller companies, like mom-and-pop kind of places, that 2-10 contracts out to. So, it’s really going to be the luck of the draw, if there happens to be a great mom-and-pop place near you. So far, I’ve been very happy with the contractors. I’ve only dealt with two separate contractors. It seems like every time I call it’s the same people who come out.

But it is a warranty service. The only thing that anybody could probably complain about is the contractors have to come out and look at something, and they have to wait for the warranty company to order the parts. So, nothing is fixed the first time they’re out. But if you look at it on the flip side, you’re only paying a deductible. So, I’m okay with waiting a week for parts to come in and not having a $700 repair bill. There was one time where I had to talk to somebody because a part for my washing machine went missing. They were supposed to have the part, and the repair place was still waiting for it. I called them and got snooty with them once. But they resolved the issue within 24 hours, and everybody I talked to was very nice. 2-10 has been well worth it.

The quality of work varies though. It depends on what the problem is. We've had a hot water tank recently. It was replaced and the technician did a real good job. We had a washing machine that had to be fixed and while they fixed it, it went bad relatively quickly again. I don't think they got the cause of what was causing the misalignment. So, they came back and said, "Here's the problem, we'll tighten it up." They did. I told them we needed to go further than that, but now that I understand what was wrong, took the screw up, put a knot and bolt in it. It's not going to go anywhere now. Overall, I've never been disappointed with the way that the technicians have serviced us. 2-10 gets the job done as expected and as promised.

New contractor shows up. It's been 2 days shy of a month and still no repair has been completed. He was two hours late, took the old part to exchange it for the new and hadnt heard from him in almost 3 hours. I called his office and they tell me, "Oh he's not coming back today." Called 2-10 and all they say is sorry. How about using contractors that provide full customer service. The tech today was removing the coil in the attic and somehow allowed water to run down through the ceiling on to the furniture downstairs. 2-10 say that's not covered, sorry. Have to pay the contractor over $400 for parts not covered with this high priced warranty that is the supreme coverage.

The 2-10 Home Buyers supervisor who was the second person I spoke with was rude and sarcastic, and laughed at me when I explained to her that I would have the contractor call 2-10 Home Buyers or even be willing to have a conference call. Out of pocket for this modified ** fix that is not recommended and not my choice or the contractor choice is close to $600.00 with our $75.00 deductible.

The company will get out of a cost of a repair by saying "modifications are not covered". The modification is not recommended or acceptable on a 20 Year plus old furnace. This company is a sham and dishonest , and when it comes to a major repair they will not do it or they will look for some way to have you pay. We pay $989.99 premium a year on top of $75.00 deductible every time they send someone out. I would not recommend doing business with this company. We are still without heat and have not received any call from Home Buyers regardless of how many complaints I have written.

When submitting the claims, we just call in and explain the problem. Then they give us the service number that they’re going to give the contractor and the phone number of the contractor that they’ll be sending out so if they don’t show up, we can give them a call to find out what’s the delay. But we’ve never had to do that, everything has been great and their contractors has been fantastic. Once, it took them a week to get out. It was during the summer time and we had a little air conditioner problem. But everybody was having delays on the air conditioner service ‘cause it was one of our hot years. Other than that, it's been right on the nail in a timely manner for us service-wise. We have recommended 2-10 to a lot of other people's homes.

Current contractor Pro Serv Mario keeps saying he will be at my home but never shows up. I have requested a supervisor who can make decisions on my claim to call me and to date no supervisors have contacted me. This summer temperatures in AZ reached 120 degrees and I was left with no ac and have pictures showing my wires were burnt up from improper install. Still this has not been rectified and am still without ac.

I was forced to move into a hotel due to the improper install from their contractor which could have burned my house down, those are the contractors words that did the install and 2 other contractors, not my own. I lived in a hotel for 3 weeks due to medical issues that were aggravated by the heat, and my son also suffered from the extreme heat which resulted in my family having to vacate our home and live in a hotel. (I have been asking to have someone call me to inquire about reimbursement as the damage was caused by one of their contractors). I have been patient with 2-10 to rectify the situation, and have called multiple times to have this resolved, but no one is contacting me back to resolve the issue.

2-10 tells me the original contractor cannot be held liable for the damage as I did not give him a chance to fix the issue. However I did allow him back to my home and he told me that the unit could have burned my house down as the compressor he did was not installed correctly. Contractor told me I needed a new unit, but that 2-10 would not cover it. Then after he tells me this with a representative on the line from 2-10 listening in and noting this in my account, he reports to 2-10 representative no issues with my unit. 2-10 said due to Proserv's diagnosis that they will replace condensing unit, but I am still unhappy as I have been waiting on the install for a month now, and Pro Serv makes appointments with me only to no show.

I am very upset by the treatment I have received from 2-10 and the lack of concern for me and my family's health and safety. I live in AZ with health issues and due to a negligent contractor in my opinion, I am now stuck still without a properly running ac unit. I have sent pictures in of the unit with the burned wires, and also receipts from all costs incurred from the improper install of the compressor. However I still have not received any follow up from any supervisors who can rectify my situation. I would like to have a resolution to this matter after dealing with this for a year now and still no resolution. I am unhappy with the service I am receiving and that no one seems to listen or care about my family's well being.

I've had one very good experience. The contractor was very patient with the problem and with me in terms of explaining to me what the deal was and giving me a rundown of what options I had. Those vendors are vetted through the home warranty company and I'm going to keep them in their network so overall, it's been good. Moving in a town here and not having a relationship with any particular vendor was why I really wanted the insurance. I feel assured that when I have a problem, I have someone I can turn to and they can find me a reputable vendor when I need it. There's peace of mind and I'd definitely recommend 2-10 Home Buyers Warranty.

It always seems to take a little bit longer when the AC is out, but it's within the perimeters of the agreement. Also, there are little pull-down menus of what type of problem it is, describe the problem, and put in the model number if applicable. Then you update your contact numbers and then just submit the claim. Then you get a confirmation number via email. We've dealt with several different companies from plumbing, to appliance repairs, and to AC repairs. Some have been better than others, but they've all been accepted.

Overhead Door has been amazing. They get here when they said they were going to get here. We had it right after one of our hurricanes. We had the air pressure which made the garage door come off track. A hurricane hit on a Saturday and then we had no power, so we had to manually open up the door and the right side of the door was hanging because it was banged by air pressure and the force of the wind. We were shocked. We had to call because we didn't have Internet access and we were concerned about being able to secure our house.

They came out the same day and had to adjust the track and put in new spring and set new rollers. They were able to make it so we could at least secure the garage door. We have them come out and do preventative maintenance now for us. We've been very happy with 2-10. They have done exactly what the warranty says they will do. They've kept their promise. Our AC went out completely this year and we got depreciated value for it and had to pay some out of pocket but it certainly helped to have the warranty. I have recommended them and I've never had unpleasant customer service from them. It has all been good.

I had a plumbing problem with one of the toilets this year. We called to get a plumber and it was $100 to get them to come out. However, they couldn’t repair it. The warranty would not cover the repair of the replacement of the toilet. The tank part of the toilet broke so we had to turn the water off. The didn't have the kind of toilet that my wife wanted to replace it with, which was a water-saving toilet. They also didn’t intend to order it. But the tech said that they would install it for us, so we ordered the toilet from Lowe’s hardware.

The toilet arrived. We called and they’re not going to be able to do it for three weeks. My wife was not happy with that part. If we had gone with the toilet that they had, then they would’ve done it like the next day. But it’s like, “Yeah, you go ahead and order and get it in. And we’ll be happy to do it.” But it’s going to be three weeks because they weren’t supplying the toilet. On the other hand, our claim with the garage door, this year as well, went well. The tech came and fixed it. Overall, 2-10 has been dependable.

Then I had their service companies out here a couple of weeks ago. They showed up without an appointment, expected me to be there then lied to my neighbor about it. They don't have the right to talk to my neighbor about my service problems since he has nothing to do with it and he might not have been a nice person. Then they were going to order a part for the garage door and another one for the refrigerator. They also said they fixed the fridge but it is still freezing the milk. I was trying to call them yesterday and left a message with their secretary. They were supposed to call me back but they haven't. Then I tried to call three times today and can't get through to anyone. I also got an email yesterday and they got my name and my wife's name wrong.

I've got stuff sitting here to be done and schedules to keep, but I don't know if they're going, coming, or what's going on with these people. They told me it'd be a couple of days, however, it's been two weeks. I also tried to call a reputable refrigerator repair company in the area, but everybody complained that they don't like working with these kinds of companies because they don't pay them properly or they have to call and come out here to do a pre-approval. 2-10 should work with vendors to make them more available and not beat around the bush for three weeks and not call people back. The whole experience has been tainted from the get-go and I don't have the time to go through any more processes knowing that they're doing an indifferent job. I just need my things fixed in a timely fashion and if you they don’t come to fix my problem, I’m going to be asking for a full refund about our fee.

I submitted the receipt of payment to be reimbursed. 3 weeks later I received an email notifying me that the claim was denied. I called 2-10 to discuss and spent close to an hour on the phone with 3 different representatives, the last of which was a supervisor. She finally agreed to have the audio from the phone call pulled to review. She stated that I would receive a call back in 48-72 hours to follow up after the call was reviewed. I am not very confident that I will receive a callback and if I do, it will be the same with them trying to get out of paying for a claim that they authorized. Very unhappy with the service and this product.

They take your money and do nothing at ** all but keep lying to you about they will have answer today which drags out for a week so do yourself the favor and save yourself the headache and stay the hell away from this company. After a month still no refrigerator and they tells me it will be another 2 weeks. I going to write the CEO of this company and let him or she know they have the worst ** service in the ** world and they need to stop taking people money and doing nothing when it's time to repair something and I'm going to ask for a refund and go with a better company.

I had an issue with my AC in the Georgia summer. On this visit at least the service person looked professional. The only issue was that the repair lasted only a day. This was leading into the weekend so no follow up service until the following week. I did not mind since the repair person was very personable. What toasted my oats was being informed by 2-10 that I may be subject to a second service charge because their technicians did not fix the issue on their first trip. WTH? I politely explained that since I am not the technician the responsibility should not lie on me to determine what needed to be fixed on the unit and the fact is that although the tech replaced Freon, he did not resolve the issue. I was then told that if it was a different part than identified by the tech I would have to pay ANOTHER 75.00. Does this make sense to anyone? The rep was adamant. Luckily the tech did not charge for the recall.

I bought all services including roof repair, ductwork etc. The vents for heating and cooling downstairs happen to be in the floor instead of the ceiling. The ductwork in the master bath had completely corroded and there was the smell of urine in the duct with airflow. This smell came through the two bathroom ducts as well as the bedroom duct closest to the bathroom. In my attempt to describe the issue, I stated that the duct smelled as if someone had urinated in it. That was the closest description I could give which 2-10 ran with and called it abuse to deny my claim.

My master has a separate small toileting area with a vent. I explained that the smell could be caused by a toilet overflow regardless of my description. Since I live in the house alone, I KNOW that I did not urinate in the ductwork. Since 2-10 denied my claim, this cost me $400 in repair as the ducts in question were joined at the joint and the entire vent fixture in the bathroom needed to be replace. What is the purpose of a home warranty when they will not pay for repair or argue about a repair done improperly? This is why I am currently shopping for a different home warranty company.

The 2-10 customer service person tried to call the repair company and was unable to reach them and unable to leave a message as the mailbox was full. I was told there was nothing that they could do! I demanded that a new company be sent out to the home to complete the repair by the end of the day. Two days later the original company called to come back out and install parts. The repair was not done correctly and the freezer is again not working. A recall was requested a week ago and the repair company has yet to call or go to the house. This is unacceptable in every way. If I operated my business in this manner I would be out of business.

Updated on 01/0418: After a month that the washer machine was fixed through a different contractor. The original contractor American Appliances Repair charged my credit card on 11/19 for 100 dollars. This business practices are unacceptable. I am expecting your rapid solution to this matter. Thanks.

Due to 2-10 warranty's process and bureaucracy, it's taken them a week to even order the water heater. At this point it appears it's going to take 2-3 weeks to replace a simple water heater and during this time we have no water. Everybody at 2-10 warranty has assured us that they understand how hard it must be to not have water in your house for over a week. I highly doubt that. Until you have lived with no water for this length of time there is no way they can comprehend the frustration we feel, and it's being compounded by the utter lack of customer service we have received.

Some of the service contractors were good, some of them were terrible. They give you the name of the company they're recommending and they say, "You should hear from them within a day." That sentence relieves 2-10, and they wash their hands of the problem. Also, if it goes past the time of the day when they closed, you can't get in touch with any customer representative. All you get is their answering service and they can't offer any solution. All they can do is relay your message come Monday to somebody at the company.

The only good experiences I had was when the chips fall in our favor and 2-10 happens to call a good confident company. That good confident company should call you the same day but they don't. Some of them don't, some of them do. What I've learned to do is get the telephone number myself of the company. I call them immediately and tell them that I have been approved for service from their company. I tell them the number that was given me. But sometimes, they don't hear from 2-10 for three hours so I've superseded that by calling myself.

In some cases, the contractors 2-10 sent didn't seem to have solved the problem on time. I have one situation in Florida in which our refrigerator was not functioning properly. It took them a month to figure it out and to get the proper replacement parts. I know why 2-10 is doing it. They're paying the least amount of money they can get away with. I've stayed with them only because the competition isn't much better. There's only one other company. I'm trapped and I can't fix a refrigerator. So I now purchase from people like Home Depot that have their own service people.

2-10 gave me a reference number and the contractor's phone number. They never called me and I called the plumbing company three times. It was 24 hours just to get them to call me back but the technician that showed up did a good job. That was a one-off though and I'll let it go. 2-10 is still okay and I'll be renewing soon. The time before that wasn’t great and I complained, they made it right. It was a claim for my air conditioner and they stood up and made the contractor come out earlier. Up until then, 2-10 has been awesome.

I called one of the larger plumbing companies in town who could come out immediately and look at the system. They verified that the pump had failed and so I had them replace it as it took several hours (they finished late Friday afternoon) and we needed to get the replacement pump before the stores closed for the weekend. Later I called 2-10 and their response was "Too bad, you should have called us so we could get estimates." If that was done, I expect the repairs would not have been completed on Friday and we would have spent the weekend in a hotel. I understand why 2-10 has such low ratings. Would never use them for a Home Warranty.

Most of the time, when I submit a claim, I have to wait for them to call me back and set up an appointment time. And also, most of the time, they don't come on the day I call them. They come out either a day or two later. The contractors were very nice. But I'm disappointed with 2-10 in getting them out here. I've been calling them for the plumbers. They've used Certified Plumbing of Georgia and I have to wait for them to call me. I'm not happy with their service at all. And as a matter of fact, when my time is up, I'm looking for another service. I called them to see how much time I had left on the warranty and I asked them if I cancel the contract now, would they send me the money or send it back to the person that paid for it. They told me that it'll go back to the person who paid for it even though he bought it for me for this year. If I had to get my own warranty, it wouldn't be 2-10. I'm not happy with them.

Original Review: Oct. 17, 2017

Company did not respond on a timely basis, then offered a settlement which acknowledged their error but at $93 did not come close to the $425 we had to pay to get the problem fixed right on a timely basis. Was without air conditioning for four nights. Local company fixed the problem in one day.

I went through one of the representatives and I paid the required service call which was $100 dollars and then the vendor, took care of their balance through 2-10. What I don’t like about the system is that they go through a list of vendors that they have and they basically say, “Well, this is the one that’s coming." That in itself would give me an option as to whether I want to stay with them or go with some other insurance company, because if I knew ahead of time who the vendors are that they deal with, then that would make me want to stay with 2-10, not knowing that I may consider going elsewhere, because they’re not giving me a full picture.

I’d like to have a choice of who I’m picking because there are some friends that I know who are good and some that I have no idea of what kind of work they do. The guy that came here was not very communicative while he was doing the work and then he soiled my carpeting that led to some issues. It was all resolved in the end and the guy was okay and he did his work and all that. But if they had given me somebody else’s name, I would have chosen that. I would like to have a choice of who I want into my house.

2-10 is expensive. You pay for the coverage and you have the deductible. The reason that I really haven’t switched to another company is because they all work pretty much the same way. The consumer is kind of stuck with what’s available. As far as clarity as to what is covered and what is not covered, that’s really a hit in this kind of proposition because it gets legalese. I kind of go on a bit blind faced to each other, but that’s the thing with warranties. You never know if what breaks down is actually going to be covered. I’m perfectly satisfied with 2-10 and the people are nice to talk to. But it’s not necessarily fulfilling all my needs and it’s a matter of how flexible they are in providing that service.

Several times after not hearing back, I called 2-10 and each time was told me they could not get in touch with Avauxco (a company they trust enough to use and have confidence in their work). On my 4th call to 2-10 I was told to email them my purchase receipt for my washer. I didn't hear back for over a week and called back. On my 5th call to 2-10 I was told they never received my email, and was forwarded to the claims department who claimed that they could not do anything with a receipt and would have to send another contractor out. So they tell you different things based on who you talk to.

Having already moved my washing machine to make room for the replacement, I had no way for a SECOND company to test the broken washer. I had explained this to at least 3 different employees, and all the claims woman would say is she could give the original contractor a call to get the report, even after I explained they had promised that for 2 months already. Avauxco claimed that when they recommended replacement, 2-10 cancelled the request with them and there was nothing more they could do. The claims department at 2-10 said they would call back within 24hr.

After 48hr of not hearing back, I attempted to cancel my service by email in hopes of getting some money back to pay for the new washer I could barely afford after having paid a $430 renewal 2 months prior and simply got an automated response that it would be processed in 7 days. They don't even care about keeping customers, they just want to take your money and leave you with broken appliances. My washing machine's transmission was broken, therefore there are no parts to fix cost-effectively. I have wasted so much free time trying to get some small reimbursement from them, to make the cost of the renewal worth it, and they have been absolutely no help and the claims department was incredibly rude.