2-10 Home Buyers Warranty Reviews

Original Review: Sept. 1, 2017

We have had 2-10 for almost 16 years and have never had an issue with customer service, until today. Recently our air conditioner went down. We called them, and as they normally do, quickly dispatched to a local company. They came out and "fixed it". After about 4 weeks, the same problem was still occurring so I called 2-10 again. They contacted the contractor to come back out. Now we were told that we needed a new compressor. We were also told that they couldn't schedule a time to come out until they received the part, which 2-10 would have to order.

After about 2 weeks, I called the contractor, and they had not received the parts. I spoke with someone at 2-10 (parts dept) and he quickly tracked the part and realized that they had screwed up and shipped it to the Will Call Center instead of directly to the contractor. He said he would expedite the issue and hopefully have it to them in the next couple of days. I got an email that the contractor should receive the shipment by yesterday (mind you that's almost two weeks from when I last called, not quite expedited). As of today, they still had not received the part. I called 2-10, was put through to the parts department. I got to speak to the rudest associate I have ever encountered. I asked her to kindly track the part. Her response was that she would put the request in, but that would take 48 business hours for them to track it and that I needed to keep in mind that it was Labor Day Weekend.

I informed her that I had spoken to someone several weeks ago and he was able to track the part in a matter of minutes. She said there was nothing she could do. I asked to speak to a supervisor, and she said "no". I kept requesting to talk to a supervisor and she said she was the supervisor. I didn't believe that for a second. So I got her name, and called back to get another operator. She was very kind. I explained to her that my son has asthma and the contractor has been waiting for this part for over 4 weeks. I told her I would even track it myself if she would give me the tracking number. She said she couldn't do that because it's not showing up in her system. She would have to transfer me to the parts department. I didn't want to do that again.

I asked if she could get in touch with them and get the tracking number. So she finally told me that the parts department would send me an email by the end of the day with a status on the part and if they wouldn't be able to do that, she would personally call me back and let me know. It's the end of the day, no email, no phone call, no air conditioner part, no air conditioner, kid with asthma.

So, it's July - 87 degrees inside my house, so I called 2-10 Home Buyers Warranty back and asked them to send out the original contractor (different tech). They came out, diagnosed the problem - needed to order some new parts. I paid the $75 service fee. A week goes by, I hear nothing, so I call 2-10 Home Buyers Warranty and am told that they still have to "research" this issue and will get back to me! Some days later I receive an email saying parts will cost me over $400.00 and I need to approve before they can order! WHAT!!! I pay almost $700 a year for this so called Warranty coverage - and now you want more!?

Anyway, no choice - it's 115 degrees outside. I approve paying although I told them I didn't agree with the charges. A few days later I get an email saying parts are due to be delivered on 8/21/17. Please note that now more than a month has gone by! I cannot stand the heat anymore, so I call the service contractor to see if there is some kind of temporary fix. They say they can put in a couple pounds of coolant that should help. OK - it helped but cost me another $60.00.

On 8/23/17 I have not heard anything and call service contractor. They do not have any parts. They will follow up. So today - 9/1/17 they tell me parts have arrived in a nearby city - 2 weeks after promised but the parts might be the wrong size!!! So we are now a month and a half later - it's 110 today, and they are coming out to measure. If it is determined that in fact the parts are the wrong size - they will have to reorder! AYFKM!!! So that would take at least another 2 weeks!

I'm holding steady today at 80 degrees inside the house - not sure how much longer that will last - and may have to buy more coolant!!! I am so beyond angry, fed up and disgusted! It is summer in Yuma, ARIZONA!!! Well over 100 for three to four months! And this has been going on for almost 2 months! I am now $135 poorer and still not done!! If it EVER gets done, that will be another $411.12 for a total of 546.12 - and that doesn't count if I will have to pay for more coolant to get by on!! Absolutely ridiculous! Why am I paying for this coverage!!??

Needless to say I am very upset. Upset doesn't quite describe it. They are saying the claim is pre-existing and wont cover the repair costs. Whats the point in a warranty if they are going to deny the claim. It wasn't pre-existing. It was an electrical shortage. I spoke to the service tech and he said it take years of wear and tear for the system to fail and they deny all claims under the pre-existing. To me they need to add that to the fine print. It's not in there so if anyone out there knows how to handle something like this and fight it. I would love your input.

My 2-10 contract was due to expire on the house on July 31, 2017 and I was informed by letter on 4 separate occasions to do nothing unless I wanted to cancel the service. The letter stated that 2-10 Warranty would automatically renew without any effort from me. In mid-August, I noticed the house was not cooling and contacted 2-10 Warranty. They had an issue with my contract because I supposedly did not renew coverage. After numerous phone calls and taking with 2-10 Supervisors, they finally re-connected my contract.

They sent out Four Seasons HVAC again for service work order **. With scheduling issues, he arrived August 22, 2017, this time the same tech said the unit had a leak and a claim would have to be filled with 2-10. I asked why come he did not detect the problem last month. He said the warranty companies only want them to do one job and not analyze an issue; so he just added Freon. I saw where the ice had form around the exterior pipe and inside the unit located in my basement. He tried to sell me the new Lennox air conditioner again for $2850.00; which could be delivered the next day. I told him I did not have the money and just order the part and repair the existing unit.

It has been extremely hot in my home for me and my pet. 2-10 Warranty said that I would have to pay $525.00 for disposing of the Evaporator coil/$150, Float safety system to code/$125 and modification of duct/$250. I asked them what were they paying for since I have a house warranty. 2-10 said 4 pounds of Freon at $135 per pound, Electronic retest/$48, operator coil/$282 and evaporator coil.

Each day I have contacted Four Season to see if the parts have come in and I also notify 2-10 Warranty; which provided me with no more information than I have gathered myself. I have them to document my concerns. We are looking at day 10 now with no air conditioning in my home for me and my pet leading into the Labor Day holiday weekend. Four Seasons now says the delay is getting the parts from the Texas area, which is experiencing a major hurricane. My heart goes out to the people of Texas, however my issue was initiated before the hurricane. 2-10 markets themselves as resolving the issues immediately. They have not resolved my issue but only take my money each month. I want to be compensated for the inconvenience, purchasing of fans to attempt to cool my house in the heat for me and my pet. I will be looking for another warranty company!

I submitted the second opinion on August 17, 2017, which stating the same thing as the first contractor that "unit could not be repaired and needed to be replaced". 2-10 Warranty again did not respond to this email. Keep in mind that two months have passed and the air conditioner is not working properly forcing us to purchase two window units to help cool the house. Finally after lengthy phone calls and much debate on August 22, 2017, 2-10 agreed to pay only $780.00 of the total cost of $3,100 to replace the unit. Don't trust this company!

Finding a person at 2-10 corporate office that can help with problems on the phone is very difficult also. And every small problem with a contractor means a 2-4 week delay while they do I don't know what. After they tried to replace almost every part in the whole unit, I say tried because sometimes they ordered the parts for the wrong type of unit and they don't fit, they still refused to authorize a replacement HVAC to be installed. This issue is ongoing and at 3 months in it seems that they are incapable of fixing difficult problems.

Submitting a claim has been fast, except on weekends. 2-10 rightly makes up the appointment and the technician varies with whatever I need to do in the house. Then it depends on the vendor that is coming to do it. Sometimes they already have other things to do so the service would have to be on the next day or the day after. Then usually, they'll tell you they are ready. They have people that work for them and they tell you which time. So far, the service calls have gone well. They come in and if it is something they can fix, they fix it. One time, they had to replace my microwave because they had worked on it a couple of times so they decided they needed a new one. It works well now and I feel good about the quality of their service. I've had a good experience with 2-10 overall.

I placed another service order on August 2nd, and have called multiple times each week to try to be updated with the progress on my HVAC. Every time I call the representative tells me a different story. At this point I believe this company is trying to delay working on my HVAC so that they do not have to cover the cost. They have no idea when my HVAC will be repaired, and I live in Columbia SC and can't stay in my house due to the heat. I have a chronic skin condition that doesn't allow me to stay in heat for very long, and I would like to be able to live in my home again. I would never recommend this company to anyone, even someone I hated. Very disappointed in their service.

Where the contractor is in-network, it’s been great. But when I went out-of-network for my refrigerator issue, it took 30 days to repair. And it was a lot of legwork on my part to go this route and find a provider. Whenever I called 2-10, they would continuously claim that they accidentally closed my contract number. They apologized for that and they always have an excuse. It was extremely frustrating. I'm still waiting to get reimbursed on the whole thing. It’s been three days since we submitted the paperwork so it’s not that long. I've got a home warranty and they’re not replacing what I’ve got and I have to settle for something less and have that out of pocket, that's been the tough part.

I am the one that has to call twice a week to everyone and ask where we stand? My next step is for all Military folks like my self is stay away and maybe JAG can put the word out to stay away from this company as business practices. I could have had this fixed a month ago doing it myself. Called Blantons AC and they will fix my unit tomorrow. 1 day turnaround. Wow. Ancelles work order and will pay for actual customer service.

Original Review: Aug. 28, 2017

We have had 2-10 since purchasing our home and have had typically poor experiences with them. But this time is the worst. Our Washing machine began to leak and we contacted 2-10. We went through the beginning stages and paid our $60. We have now been without a washer for a month. First they couldn't seem to get a repairman. Then they did and he couldn't complete the job because he wasn't being paid enough. Now they say that in spite of the fact they ordered parts, they don't have the correct ones and can't find the parts. But they did want to thank me for being a good client??? My advice... Check out other warranty options before selecting this one.

The tech was back the next day and asked if "lightning struck my outdoor unit." He then tells me that this problem is connected to his prior fix and will submit his diagnosis as soon as he leaves. 4 days then went by without any contact and I call 2-10. They said they have not received the diagnosis from the contractor yet. The contractor has 24-48 hours to send in the diagnosis. They called the contractor and he told them the issue was unrelated to his fix and my claim should be denied as my warranty was expiring. The rude girl from 2-10 told me my claim is denied because the two units aren't connected and my warranty had since expired. After arguing that they are connected, I asked for a manager which she would not get for me. She then puts me on a lengthy hold and when she comes back on the line she said she would send the company back out.

After more than a week goes by, I call to check the status and the parts Riteway ordered are sitting in a warehouse and they are unaware it had arrived. On 8-18-17 Riteway Plumbing sends out two different techs and they replace the compressor, contactor, and capacitor. This doesn't fix the issue and they tell my wife we need a new outdoor unit and they will submit their claim that day. I call 2-10 on 8-23-17 and they have not heard from the contractor. I ask to file a claim against the contractor and see the notes regarding the fixes made. The agent tells me she cannot share notes of the work done as it's illegal and said the claims department will give me a call within 24-48 hours.

I then call back today 8-28-17 because the claims unit has not reached out to me. I am put through to the claims department which hangs up on me before reaching anybody. I call back and finally get through to claims after being on hold for 26 minutes. 2-10 still hasn't heard back from the contractor regarding my fix. It has been 10 days and this contractor still hasn't given their mandatory 24-48hr diagnosis. The girl calls the contractor and they tell her the txv which was replaced on 7-24 is faulty and needs replaced again (after they told my wife the whole unit needs replaced). I am then sent to purchasing which again hangs up on me before getting connected. I once again call back and wait on hold for 30 minutes before reaching a purchasing agent. The part is ordered and I am now at the mercy of my part getting delivered and Riteway installing it.

I would love to give 2-10 a higher rating, but I haven't had AC in my house for 35 days and have to constantly call them for any progress to be made. They also get dinged for using a terrible company such as Riteway to do their work. After speaking with 3 hvac technicians that I know personally, they have all told me that Riteway should have just cleaned the sediment out of the coils before replacing them. And if that didn't work, they should have replaced the parts in the outdoor unit as well when they replaced the coil and new refrigerant in the indoor unit. The new refrigerant is incompatible with these parts which most likely fried my whole unit.

Riteway has purposely not sent in diagnosis on multiple occasions and has dug their feet on this fix (because they are at fault). I am at the mercy of their diagnosis to 2-10 even though I am positive it's their tech's fault for my AC going out the day he replaced the coils and new refrigerant. My kids have to sleep in pools of sweat at night because 2-10 and Riteway cannot get this issue right.

The second time, my sink backed up in my kitchen and laundry room. When the guy came in, I let him know that there’s a crawlspace under the house that he can walk under. There’s clean out pipe by the laundry mat and he can run a snake. But he said he only has a 25-foot snake and it’s probably right at the beginning. He said he’s going to run it through the kitchen. So, he took the pipes apart and did that, up the top at four feet. He didn’t even get to the clog. He told me he’s going to have to call somebody and I’m going to have to pressure jet it. Also, that my home warranty doesn’t cover it and it's $2,000. I told him to find another solution.

They called a real plumber. The guy came out and went up on to the house and he said that I’ve got a clean out right there. I said, "I know." He took the cap off, he said, “Here’s your clog.” Within five minutes, it was fixed. The second plumber that I had problems with has been removed from the home warranty companies for the same thing. There was also one time when the motor in my pool pump went out. They sent an electrician. He didn’t know what he was doing. I told him the motor’s dead and he needs to go get a motor, come back and put it on because they’ve done it before. He said he’ll be back. I thought he was going to get a motor but he came back with something and I told him that wasn’t going to work.

So, I called 2-10 while he was here. I asked them to pull up my account because two years ago, my pump went out on my swimming pool and they sent a pool man. But they sent an electrician that day and said it was a glitch. They told me to ask him to leave and cancel the order. So, I went out there and told him that he has to leave and I’m not paying him because he didn’t do anything. He was upset and left. Two days later, a pool man came. Everything else has been cool. I can't blame 2-10 as a company because they're just putting in the work order for what they have. They don't know what they're sending but they tried their best.

So at Tuesday night, at around 5:30, I called someone else. They came and put Freon in, but it did not hold. So we went through all the paperwork that I had to send to 2-10 telling why this new contractor would have to put in a new air conditioner. Then on Wednesday morning, they came and gave a new air conditioner, and they paid me $300 something on the air conditioner. Then on Wednesday, my water heater broke and I had water all over my garage. They paid $750 for the water heater and a pittance of $300 originally. They also added another $200 and that's what they paid for the air conditioner. I can't believe that their service is so bad. We did everything that we thought we had to do. The ads that they've sent me afterwards was "Oh yes, the average air conditioner is like $2800." Mine was like $3200. And they did not pay. That's why I'm thinking of taking it up with the Consumer Justice that we have here.

From what I read, I thought everything would be their cost. But I ended up paying $158 for another shield to put on the front because they had to redo the evaporator coil to fit in this one here because of the fact that the one that went in there, they didn’t have it in stock anymore and it’s one of those older ones that you just got to get to the new system if you can’t find a replacement. Also, they take a long time to try to find a person. The reason why they can’t get any reputable people to work for them is because they take too long to okay stuff and contractors don’t want to deal with it. But so far the contractors they have sent have been okay.

Other than that, 95% of the people they send out are extremely well. In fact, I had two things done with Howard Air and Empire Plumbing and they were very good. I recommended 2-10 to a friend who built a beautiful home in Virginia Beach and he used them as well. He called me and thanked me for it. I also had a guy call me and he wanted to use 2-10 because I bragged about them so much.

2-10 Home Buyers Warranty was more extensive than some of the other warranty companies and we had a lot of coverage. We really liked the service that we got from them. However, I wish they had the option for saltwater pools. We changed warranty provider last year because we wanted to convert our pool to salt water and they did not provide that service for saltwater pools. I wish we didn’t have to change. When I asked why they didn't have it, the rep couldn’t tell me why.

Several days later, 2-10 sent a contracted technician out who confirmed what the other company told us. He also recommended a replacement and said after he wrote his report that his superior would submit it to 2-10 and 2-10 would contact us by phone. 2 weeks later, my husband got a voicemail saying that their technicians found that the issues with the AC unit were "pre-existing" and therefore we're not covered by the warranty! We just bought the home. Anything that goes wrong at this point is a result of a pre-existing problem? Isn't this the entire point of this warranty?

When my husband called back, he was informed that this was the determination based on what the tech found and the case was already closed. Nothing further was explained and other options were offered. It was final. Terrible, terrible policy. Our situation is exactly why a person has a home buyer's warranty. We are hugely disappointed and will NOT give favorable reviews.

I called the third repair shop, Excel Appliance Service, and surprise, they answered the phone and scheduled me for a visit on 7-18. The repairman was very courteous and said I needed a main control board which they would have to order. He returned a week later and installed the part. After 3 days, the fridge heated up again to the 50's. I called 2-10 and they sent a request to Excel to come back out. They returned on 08/03 and the guy said I needed a new fan and thermistors. About a week later, he returned and installed the parts. After a few days, the fridge heated up again. I called 2-10 and they said they would send Excel back out again.

On 8/18, 6 weeks after my initial claim, he returned and said there was nothing else to install and it must be an internal wiring issue. He said he would send his report to 2-10 and they should replace the fridge. On Tuesday, 08/22, I called 2-10 since I had not heard from them. The rep said it was under review and I should hear something by 08/23 for sure. On Thursday, 08/24, I called 2-10 and asked them what was going on. They said they were looking for parts but couldn't find the ones they needed in stock. The repairman said the fridge had internal wiring issues and couldn't be repaired. The 2-10 rep told me I would definitely hear from them by Thursday 08/25 for a decision on whether to replace the fridge or not.

It has been 7 weeks since I first reported the issue. I am wondering whether the 2-10 warranty is worth the paper it is written on. Keep in mind, I paid the repairman $100 on his first visit to my home. I will update this review on 08/25 to let you know if 2-10 even calls me back like they stated they would and with their decision. I can say that the 2-10 and Excel appliance staff are very polite and courteous.

Frustrated by an inability of 2-10 to deliver, we've had to make numerous calls to consumer relations at 2-10 with apologies, promises of actions, promises of escalation, referrals to "contractor relations", with no action and rarely with any follow up. Service agents on the phone acknowledge the pitiful situation, yet can't seem to find their way through to just make the situation right because it appears they are trying to skimp on their company's liability. We took our risk and took out an insurance policy. Now 2-10 has to deliver on their end of the contract. The reality is that you have to stay on top of 2-10 and they really can't deliver what they promise. Customer relations and supervisors can't get anything done. Ultimately, 2-10 offers to replace your appliance at a fraction of actual replacement cost or buy you off with a repair estimate and you can find your own contractor. This is a vastly deteriorated level of coverage and service.

Years ago, they could get quality service contractors. What you'll experience is a rapid increase in the annual costs for coverage after the first year or two of coverage. We have yet to resolve the situation but continue to work it actively with difficult and slow progress. Like most people, we bought a home warranty to protect our home and ease the burden of repairs. When you are paying a high annual expense for insurance, you rightfully expect the protection and actions the policy promises. We don't abuse the situation- we do lots of minor repairs ourselves. And with 2-10 we've hardly eased the burden of home repairs- we now struggle far more with 2-10 who then struggles to manage their own contractors which is doubly frustrating. We will be strongly reconsidering our choice of home warranty companies after this contract year ends.

But it seems that they don't send out the top-of-the-line people to fix things. They have a list of the people that they have contracted to do stuff in the area that you live in. And the contractors they send out are below par, and they are probably those that can't get a lot of business on the market. The guy who came out to do our fans was a joke. We have a 12-foot ceiling to work on and he didn't even have a ladder. We had to get our own ladder out for him to try to fix our fan. Then he grumbled and complained the whole time he was in our ladder. So I called 2-10 and told them that he didn't get it fixed that one day and to not send him back. They had sent someone else out.

We called 2-10 in for our pool once. There was a leak in the filtration system and they wrote down what was wrong with it. The girl was real rude to me, she said, "It's not covered, what you called in for." And I said, "Ma'am, you've got it wrote down wrong." We argued for a while, and she just kept saying, "It's not covered." So we just let that go and we fixed it ourselves.

Stupidly, I decided to renew my coverage for the current year, primarily because my HVAC is 25 years old and I knew it was going to die sometime soon. In April, the HVAC stopped working. I called 2-10 and they sent out a contractor who flushed the line and added Freon. This seemed to resolve the issue and I was very pleased. Fast forward to August 8, 2017 when the unit stopped working again. I called 2-10 and they sent out a contractor on 8/10 who informed me that the wrong type of Freon was in my system (from the first contractor), causing it to fail. He advised that he was able to flush the line, but it would likely continue to happen until the entire system was replaced. I went ahead with the system flush. The solution worked for approximately 18 hours before the system failed again.

When I called 2-10 back on 8/11, I was advised that they would be reaching out to the contractor for guidance. I then received a return call that the contractor had advised that the system needed to be replaced, so they were going to send the claim to their Research Department to determine the appropriate replacement system to order. I was also advised at that time that I would owe a total of $609 out of pocket for work that was not covered. They were also happy to tell me that they would be reaching out to the original contractor and I should expect to be reimbursed for my initial $100 service fee - yay?

Since that time, I have placed approximately 10 calls to Customer Service, Purchasing and Research, and Parts. Customer Service notates the account on a different system than the Research department and the two teams do not communicate, so rather than a warm transfer between the departments, I had to dial a new number and be placed into the queue again. Suffice to say I believe I have spent approximately 6 hours either on hold or speaking with a representative from 2-10. Unfortunately for me, the issue is NOT ONLY still unresolved, but 2-10 still has not even made a decision as to whether they will be attempting to 'fix' my TWENTY FIVE YEAR OLD HVAC SYSTEM or replacing it. Truly, my mind is boggled.

At this point, I have no option but to wait for a decision to be made whether to repair or replace my HVAC. From the initial call, this has been now going on for two weeks. August in Virginia is brutally hot, but I was informed that it was not considered to be an emergency until the inside temperature was above 95 degrees. Today, the heat index will be over 100 degrees. If I hadn't had somewhere else to go, this heat would have killed my 3 dogs by now.

This morning, I called to ask for a resolution. There was none. I was previously advised by 2-10 that they had 5 business days to make a decision on whether to repair or replace. The end of the day last Friday was the end of the 5th day (according to them, since apparently it took an entire weekend to transfer the request from Customer Service to Research - who knew?). So now they are in breach of contract. After speaking with two people (neither of whom had an answer for me), I was advised that the Purchasing Department rep would be sending an email to the "ETA" department. She had no other method for contacting them as they are an outbound call center only. It is now six hours later and I have yet to receive a call.

Please, do yourself a favor - don't choose 2-10 Home Buyers Warranty. If I could have had a worse experience, I can't imagine what it would be. I have been spoken to extremely rudely and belligerently, hung up on (twice by the SAME customer service manager), and told repeatedly that they couldn't help me. I have waited in call queues for literally hours. I have cried. I have sweated. I have tried being nice, I've tried being nasty. I've tried using logic. I have no idea what else I can do but continue to call and ask for updates. I can honestly say that I truly HATE this company. Not only will I never use them again, I will be posting this honest and candid review on every single review site that I can find in the hopes that it saves at least one person from having an experience like mine.

Original Review: Aug. 22, 2017

I have had a warranty on almost every appliance and system including upgrades with 2-10 for nearly 20 years. My A/C when out on 7/27/17 and I called in a claim to 2-10, they told me that Ambient Heating and air would contact me to arrange a appt to come to my home. They contacted me the following day and came to my home the following week. The contractor Joe, told me the evaporator was frozen and would need to be replaced. Also the outside unit had a non-repairable Freon leak. According to the contractor this information on what was needed would be sent to 2-10 which was done. The contractor told me that 2-10 wanted him to mismatch the system by putting in a evaporator cooler that he refused to do because of the age of the outside unit which was not usable due to the non-repairable Freon leak. And both units needed replaced. He said he couldn't put a new 4 ton evaporator with a 3 ton outside unit that was 21 yrs.

It has now been over 1 week with no A/C in 95 degree weather. I had no choice but to have Ambient Heating and Air install both units at my expense of $3300 due to my wife getting ill because of the heat. 2-10 refused to reimburse me the $3300 because I used a out of network contractor, which I did not do. I am done with this company and their terrible way they treat long term customers including their management team. They keep giving me the run around from dept to dept, person to person hoping I would give up and go away. Which I am doing, getting rid of them and their lack of standing behind their warranty.

We put a claim back in June to have our air conditioner looked at and fixed because the unit’s not cooling. They sent somebody out and I was told it needed to be replaced. I have on my contract that everything’s included, but 2-10 Home Buyers' interpretation of how their services are was not clear. They were going to charge me for ductwork, but I have supreme coverage which should cover ductwork. But under this type of circumstance, it wasn’t. Me being a homeowner, I would assume that if they had to repair or replace something within the HVAC system, then it should be covered.

But that's not the case. They had to replace the A-coil in there, which is what the air blows across for the air conditioner to work to get the cool air. They said, in some cases, they may have to extend the line set, which is the copper line that takes the Freon to and from the inside unit to the outside unit. They said they might have to charge $175 to extend those lines to meet the new one. To me, if I have supreme coverage, and I'm paying the extra and they are upgrading my system, it should be included according to their outline. I don't mind paying for a service if it makes sense, but this service was just something that their contractor added in, just in case.

I tried to explain to 2-10 that I used to do this for a living 15 years ago, and that this should be a three-hour job. They're taking an old piece out, putting a new piece in, disconnecting two or three lines, and then putting something in its place and reconnecting it. The tech had ductwork and had line set extension. It was a total of $570 some worth of additional costs, and they were not going to cover that until I complained. Then they said they understand that I was upset, and I said it's in the contract and I wasn't upset. But this contractor was charging 2-10, which then turned around and charged me for things that they didn't need. 2-10 said they got to go by what their contractor says. I told them contractor’s ripping them off.

Long story short, they wouldn't let me or my wife talk to a manager and said one wasn't available. It wasn't only until like two or three days, when my wife called customer relations and spoke to a gentleman named Dustin who had enough brains to say they were going to cover everything, even the inside unit and the outside unit under the 410 upgrade law, for free. They took care of that, but then we could never get it to work even to this day. We've had no air conditioning for most of the summer.

I spent almost an hour on the line yesterday, and my wife spent almost 40 minutes this morning to get nowhere. Our upstairs unit broke, which made the downstairs unit unable to handle the AC capacity in the house. Now, that one's broken and needs to be repaired. We have a fan upstairs circulating air, and it stays about 70. It's 1:00, and it’s 74 degrees right now. It's a fairly nice day out. We have a window open circulating air. But just this whole claim has been a very big hassle, and the only person that seems to want to help is Dustin.

My wife was on the phone with a lady this morning for about 40 minutes. She put her on hold, came back, and said she just found out that the parts were ordered and to give them a couple of days to get those parts in and over to the contractor. This was a second contractor that's out here for the same issue. The first contractor came out four times and did the initial install. The second came out last Friday, said that he adjusted the fan speed and the suction pressure, and everything was good to go. The following Monday, it was almost 90 degrees upstairs, so it wasn't working.

But the interactions we had with the contractors they sent were terrific. Even the company that actually installed the unit and the gentleman that came out was very pleasant and it seemed like he knew what he was doing. However, the second guy that came out, who was actually the owner of the company that came, basically said that this guy didn't know what he was doing, and it failed because he overcharged the AC unit and it messed up one of the internal valves. Overall, this particular experience has been so bad. We've had some other issues with 2-10, but nothing that wasn't resolved through a phone call. This has been our worst experience with them. It was horrific, time-consuming, and there was complete disregard for time and customer service.

What a bunch of crooks and liars. The warranty company wouldn't let the local repair company purchase the compressor from a local supplier. Then the warranty company sent the wrong compressor and told me they would overnight the part... Well 2 weeks later it finally arrived. I asked to speak to someone in the warranty purchasing department that had the authority to overnight the compressor and they said they were all in a meeting and I would have to leave a voice mail if I wanted to talk to a supervisor. I did and never received a phone call back. I will make sure I will let my other military friends know how bad this company is and ensure no one uses them for a warranty company in this area!

Now that you have a sense of the situation, I will start by saying that my broken AC unit is nowhere near fixed. However, based on what I have seen thus far, the delay tactics and lack of urgency of 2-10 leads me to believe that I'm going to need to continue to explore whatever options necessary (social media, legal, local consumer reporters, etc).

I live in the south, I have two young children, it's the month of August and it is currently 95 degrees in my house. It is completely unlivable, and thanks to 2-10, there is no resolution date in sight. After reporting my case a week ago and having the service appointment 5 days ago, I have been told various pieces of misinformation as they attempt to "locate a part". First I was told that they have 24 hours, then in subsequent conversations I was told it was 24-48 hours, and most recently that they have 7 business days! Without even getting into the ridiculousness of needing 7 days to locate a part, the lack of transparency is what is most infuriating.

NO ONE can give you a clear picture of how this "process" is going to play out, as they push back the timeline on a daily basis. My biggest fear is that the reviews below are all true, and that 2-10 really does run a sham business that doesn't actually pay to fix things when the repairs are anything more than run of the mill. That's not insurance, that's consumer fraud.

They give the option for me to pay out of pocket (for the repairs/install new equipment or whatever that needs to be done) and then when the contractor gets to your house they have to call in for an authorization that may/may not get approved. If it does it takes 2-3 weeks to get your money back. Now wait a minute... Is this not the reason I'm paying 2-10 for in the first place? Why would anyone want to be a 2-10 customer?

The customer service representative was professional. She confirmed that the contractor had submitted the report and transferred me to a different department. I remained on hold for another 20 minutes before being connected with the next representative, that representative reviewed my account, spoke with his supervisor and determined that his department was unable to authorize the services required and transferred me to the purchasing department. I remained on hold for another 10 minutes before being connected with a representative from purchasing department. The purchasing department stated that the claim was with the research department and that they would research the cost of repairs versus the cost of the total package replacement. I was told that the process would take 3-5 business days.

I called again Tuesday morning to follow up. Hold time was significantly shorter than previously and I was immediately transferred to the purchasing department. The representative informed me that the company had made the decision to replace the unit due to multiple system failures. It would not be cost effective to repair the current unit. Which was great news! At this point we were extremely pleased with the overall process. The representative stated that an email had been sent to the contractor requesting a breakdown of services and further detailed information. I confirmed this with the contractor. I contacted 2-10 Wednesday morning and the customer service representative stated that the claim was still in the research department and that they were researching the cost of replacement parts.

I explained that the information was not correct and that we were told that the unit was being replaced due to multiple system failures. I was placed on hold and then told that 2-10 was waiting on information from the contractor. I asked if they received an email from the contractor and 2-10 confirmed that they did receive the requested information from the contractor but that there was still missing information. I asked what information was still needed and was told that 2-10 did not have the model and serial numbers of the unit being serviced. I explained that the contractor had submitted that information with the original report, but that I also had this information so I gave her the model number and the serial number and she said it was everything they needed. I was then transferred to the purchasing department to confirm the information.

I spoke with a purchasing service representative and he confirmed that they had all the information they needed and that it would go back to research for the purchase approval of the unit. More good news! I phoned 2-10 again on Wednesday afternoon to do an immediate follow up and I'm glad I did. The purchasing representative read through the claim and noticed some errors. She contacted her supervisor in an attempt to clear up the confusion. She explained that the claim was being sent to the "back office" for final approval. I felt like progress was being made at this point. We called 2 10 Thursday morning and was told that they were still waiting on information from the contractor. I asked what information they were missing and was told that they still needed information on the tonnage, seers, BTU's and delivery method. The representative placed me on hold while she contacted the contractor to obtain the information.

When she came back on the line she said she was unable to reach the contractor, but had left a message. I phoned the contractor to confirm that 2-10 had contacted them. The contractor confirmed that she had just received a phone call from the same 2-10 representative, who had me on hold while making the call. The contractor stated that the representative said she was calling about our claim, but didn't ask for information. The contractor was confused about the purpose of the call, because the 2-10 representative seemed to be talking to herself and then simply stated that she would just have to figure out the problem and hung up. I called 2-10 again on Thursday to hopefully speak with someone about the situation that had just occurred. I was placed on hold then got disconnected. I called back and stayed on hold for almost an hour and a half before hanging up.

We called again Friday morning and requested an update on our claim. We were told that 2 10 had made several attempts to contact the service contractor but had been unsuccessful. While on the phone with 2 10 we phoned the contractor and placed a 3 way call to clear up confusion. We had the 2 10 representative state what information was still being requested or needed and the contractor responded with the information and also stated that all of the information had also been sent via email.

The representative stated that the email communication goes through a different department and that when the email department receives correspondence, the correspondence is then attached to the work order, but that the email department has 24-48 hours to complete the process once the email is retrieved from the server. This statement had my head spinning. I asked why someone couldn't simply pull the email from the server under the circumstances and she said there was no one in her department who was able to retrieve emails, because it was a different department. She stated that not even her supervisor was able to retrieve emails. I realized I was wasting my time talking to this representative, but I stayed on the phone with her for over 2 hours hoping to speak to a supervisor, but was told the supervisor was unavailable.

I phoned the service contractor who stated he was calling his service representative contact for 2-10 in order to rectify the situation. Today is Saturday, still no AC, the temperature inside my home is 89. The process is confusing and frustrating to say the least. Hopefully the situation will be resolved and the new unit that has been approved will be installed next week.

So, I ended up having to call and wait on the line. I was put on hold, but then you have to wait almost with every company you call these days. Once I was connected, the reps were very helpful, knowledgeable and nice, and they got right on things. Now I don't even bother to go online. I submitted the first claim in June and the first person came out. He was very nice and helpful but he said there was nothing he could do about the compressor until the circuit breaker outside was fixed because it trips the compressor. So we had to get an electrician and I had to wait another week for that person to come out. Once the circuit breaker was fixed, I had to wait another week or so. That's when I got another company who never responded.

I called 2-10 back and requested for the first company. They agreed to do that once I told them the other company had not responded, but then the issue was time. That had been another four days and then it was going to be another week before the next person could come out so there ought to be some continuity. If you started with one company that has done a good job and then something else regarding the initial problem comes up, they need to consider sending out the people who have already addressed the issue rather than always sending somebody new. They would have no history of what's going on if they keep changing. There ought to be some record that shows we've been using a certain company for heating and air and that they're familiar with the system and that we'll use them again.

The first HVAC company responded within a couple of hours of my request to 2-10 so I'm still working with them. However, I had to get the request for a new system because they couldn't repair it. 2-10 approved it, but then they had to send it to their Research Department, to research the type of system to put in. Then it went to Purchasing who had to purchase the system and then they had to send something to the supplier or repair people. So, the problem has been ongoing since the last half of June.

They're supposed to finally put in the air conditioning tomorrow but only two vents are hooked up. I had shown the technician the attic where there were a couple of vents that were completely disconnected. They were supposed to send a request to fix that but so far, I haven't heard anything about that. With my particular situation, it was frustrating that I had to call 2-10 for each individual thing when overall it's only one big problem I've got. It's just been a long drawn out thing and on top of that, I'm frustrated because I can't put flooring down because the air conditioning is not working. It's not yet repaired or replaced, but we're getting there.

However, what was fixed was almost the same price with how much I paid. I understand that 2-10 is waiting for the contractor to send them the report. It’s been almost a week and they told us to get the reports directly from the contractors so that they can come and fix what’s wrong. Therefore, something is wrong. You have to get a good communication established between 2-10 and the contractor.

This is amazing to me, that one can be having major catastrophes that we are largely economically covering ourselves (and improving structures), yet all we have are these phone numbers and then "hope" that we will get some additional information by mail. Rain damage within a home isn't a situation when homeowners can be sitting by computers, I literally had all electronic devices off and electrical outlets were affected. It wasn't a time I was checking my spam.

I'll call their claims department, but the policy doesn't even look like it will cover $1,000 which was a fraction of the new roof. I don't know why anyone gets these warranties, there hasn't been one thing on the new home in the last two years that was a covered item. Mainly, it just makes me cynical of the entire realtor, home inspection, home warranty, insurance racket. If insurance doesn't pay for anything and if home inspections aren't uncovering fundamental problems waiting to happen then aren't these both entities we should consider no longer paying? Or consider renting instead of owning? It just seems like all the onus and work is on the homeowner and taxpayer and those involved with real estate and related services are working for each other, not us.

So although the heater would not come on, I had no idea what would happen once the already programmed and fully functional panel had its circuit board replaced. I called on three separate occasions requesting to have this escalated to a supervisor. They apparently could not connect me at that time, but that someone would call back within 48 hours. NEVER received a call back to discuss.

In essence, without the homeowner being a technician, 2-10 expects you to shell out additional money to actually have the technician get your system back to what it was before he "repaired it" and to test it! Once work was completed, the lights on the inside panel all seemed to be working correctly and so figured that somehow control panel had maintained prior programming.

Since it is the middle of Summer, I did not actually test the spa to see if it was heating up despite the light turning on when pushed. Kids asked to jump into spa last night and only then did we discover that the water was not heating up. Still need to go out to heater and manually push the On button. In other words, the technician's diagnosis was wrong. He did not fix the problem!

When I called 2-10, they said that unfortunately I was "WAY past the 30 day guarantee period"?! 10 days past is way past? Again, if 2-10 had actually had the technician test everything after "fixing" and re-programmed panel would we have discovered whether or not his diagnosis and fix was correct. Bottom line is leaving whatever is repaired back in the same condition it was in before it broke down!

I also discovered in this process that although they sell you on how expensive it is to replace appliances, HVAC, etc. In the fine print the maximum payout can be as low as $300 and max $1000. Not enough to cover. A few examples: 1) I thought second fridge in the garage was covered. Found out it wasn't but they sold me on next renewal to pay for its coverage. When broke down, boy was I happy that I had gone ahead and purchased the extra coverage as had been sold to me. That quickly turned to disappointment when in fine print, max coverage was $300 and repair to coils and gasket were 5 times that.

2) Biggest pitch always is about cost to fix and/or replace your a/c system. This was key reason for paying for coverage. Sales folks pitch this hard, especially knowing that we are Florida residents that use A/C almost year round. Except on reading fine print, max is $1000. That wouldn't cover cost to replace both units, labor, etc. In fact, having an older unit, you have to pay extra since higher SEER which is now required forces you to pay extra for "Regulatory Change Coverage." So you pay even more for potentially years and then if it breaks and has to be replaced you will only get paid out for $1000! In sum --Not worth the money, coverage is weak and they don't back up the repair work by forcing customers to pay extra to actually have system tested and put back to the condition it was in before the item broke.

Updated on 10/23/2017: Despite 2-10 attempting to request we take this review offline and thus it would be resolved, the reality is that nothing has been done. When I say nothing, I mean, no e-mail from 2-10. No phone call from 2-10. No resolution. Zero. Zilch, Nada. They do continue to bombard me with phone calls and emails requesting that I renew. Why would I? Who should or would? No one! Stay far away and select another. I wish that had they actually resolved the matter and done the right thing, I could happily say that they actually fixed my pool heater. So, now Fall is here, finally time to use the spa. But, doesn't work. Not fixed by 2-10 and so I am now out of pocket. Again, use another company. Do NOT use 2-10!

We’ve only had problems with one of the garage people but they immediately sent another one out, and we didn’t have any trouble with that one. Also, I was dissatisfied with the salesperson explaining to me about the deluxe appliance. I thought I was getting washer and dryer included, but it was not that. The $400 cap was just taken off of the kitchen appliances and that wasn't explained thoroughly by the sales person. But otherwise, everything has been fine.

Coming from Arizona, I thought that was unusual that he never checked for a leak. The first thing contractors usually do is try to find the leak because it's so expensive otherwise. It wasn't a week later and the air conditioner still wasn't performing as well as it should have. The compressor had such difficulty that it ended up blowing the two main fuses so they came out and finally figured out it was the fuses. They put a hard start on the compressor and then they left again. Did they do their job? Yeah. Did they do it as well as they could have? Probably not.

I'm just of the opinion that since we've had a couple of different contractors in here looking at it, they would be just saying that it's on its last legs and that we would take some cash and then turn around and buy a new one. That's why the rep suggested we have another tech come out and take a look and see what his thought process is on it. I've had two other contractors that have come over and given me their opinions in writing so we're just trying to make sure we're working hand-in-hand with the warranty company so that everybody spends the least amount of money. But so far, I've been satisfied with 2-10 Home Buyers Warranty.

When I called earlier no one from purchasing answered. I just called purchasing again and got a hold from a very rude lady who said they didn't even ordered the part yet. I told her what customer service said and what even the website said and she said that I did not make any sense. She said she was going to call the contractor and did not even put me on hold!!! I could hear her complaining about me and customers and she ended up hanging up on me.

I just called customer service again to explain what happened with purchasing and I was told that they could do nothing. That I have to call purchasing again and ask them what is going on!! I asked them for a supervisor and I was not transferred. I told the lady I am 9 months pregnant and that I really need someone to assist me in getting the AC fixed and I was told if I wanted to cancel my services to go ahead and email a cancellation notice. Do not waste your money. Stay away from this company. I have wasted 75 dollars for a service fee and I still do not have AC.

I immediately called to get approval. They asked what the problem was and I told them the tube had a hole and that "It probably should have been copper tube." That was my opinion. The plastic tube was perfectly acceptable for code. Because I threw in my opinion, they DENIED the claim because the tube was "not properly" installed. It WAS properly installed. It simply got a hole. They refused to budge. I went ahead and paid for the repair because I needed my water turned back on.

They said my only option was to get a second opinion from one of their in-network service techs. But their network service techs would not be able to come for a week. I asked to speak to a supervisor and was told nobody was available to talk at that time, and I'd be called back in 24 hours. I called the next day to speak to someone else, and was told there was no note in the system requesting someone to call me. I was going to sign up for another year of service, but I feel like this is a terrible waste of money because, in my opinion, they probably deny everyone. Again, what a scam. Do not buy this service.

They offered me a contract buyout of $141. At that point I accepted and hired a repairman on my own and dryer was repaired the next day. Each call to 2-10 put me in a phone queue that took at least 30 min to reach a person. One person accidentally cut me off, did not call me back so I started the phone wait once again. All representatives were extremely polite but I could get no action to resolve my issue. In my opinion 2-10 Home Buyers Warranty is an expensive waste of money to give the homebuyer a false sense of security with their new home purchase. I do not recommend them at all.

They sent Carolina Comfort Air and the guy said I needed a compressor which took them two weeks to find because it was old. They put that in but a few days later, it went out again. The guy came back and he said he couldn't find anything wrong with it. He said to let him know if it started again and the next time we called, it went out automatically. We called the guy back, he came and said he found out what was wrong with it. He fixed it but then they said I was not covered anymore because it's a 30-day return. I had nothing to do with the time announced. I was working with the company and that company that they sent me. I didn't think that was quite fair and it dragged on and off for over a month. But I'm happy now because I have air and it's been very hot since June.

It's a good company for most people but there isn't enough connection. I get different people every time I call and I'm old. I was really uncomfortable. I had not had any trouble until this time which I felt like I wasn’t treated fairly and everything didn't go extremely well. But the company that they send out seem to be very good and they did what they needed to do.

I called the contractor the next day to schedule a visit. At this point, the contractor told me that he no longer represents 2-10. I called 2-10 back in order for them to assign another contractor. 2-10 assigned a contractor that was a 2 hour drive away and would take a week just do the initial visit/diagnoses (Still dealing in excess of 100 degree temperatures). I once again called 2-10 and they assigned a contractor who was less than a 1/2 hour away and could be at our home that same day.

Following the established process, the contractor told me that the compressor was at fault and that once he reported his diagnoses to 2-10, the evaluation process would begin. He said that either he, or 2-10 would contact me within the next 5 days to give me an update on their determination of the direction they would take, which I verified by calling 2-10.

We are now on day eleven with no action to date, no information available from 2-10 and still 100 degree weather in our area. In my opinion, this is a total failure and breakdown of effective business management on the part of 2-10. Bad business and not an effective investment on my part as a home owner (In excess of $1200 in monthly premium payments over the last 2.5 years). We're close to three weeks now with a busted AC. No one offered to get us a window unit while they took their time working through their process. Nothing! Unless this process is completed to my satisfaction pretty damn quick, it will be time to contact an attorney and take my business elsewhere.

As 2-10 has quickly and professionally responded to other request, I have raised my rating to 4 stars.

Original Review: Aug. 8, 2017

Filed service request #** at night on 8/3/2017 on the 2-10 Website. Reported water pipe broke in wall of shower and water was running into interior of wall. Checked Website next day and noticed it said status unavailable and not dispatched. Call 2-10 and representative stated she would check and after a few minutes stated 2-10 had 48 hours to respond. The next day, request still had unavailable for status. I opened the wall, cut the pipe and installed valve to shut water off to shower, so we could have water in the rest of our home.

Called 2-10 again and representative apologized over and over about a problem with the request, but had no resolve for my situation. I told her it appeared the faucet was cracked and I would get someone or fix myself. I repaired the problem for about $200 in parts and a few hours of labor. I emailed the service department that I expected to receive reimbursement for materials and received an email about hiring a licensed contractor and have them get previous authorization. I kind of assumed that if 2-10 would have done their job, I would have not had to take any action, or could of sit here without water for a week or more.

I had to use it when my air condition went out last June. However, they gave me the runaround before I found somebody that I could talk to. I called one number and it was disconnected. It was horrible. When I pretended like I wanted to purchase it, somebody came on the phone. But nobody would answer when I just called the number right out to let them know I was having trouble. They should be more accessible anytime and they need someone to be there all the time to answer the phones.

When I finally got somebody, they were fine. They helped me locate the person here and then they let them know that I needed assistance. Then the air condition guy came out within an hour. But, I had to pay more than the $75 because it was on a Saturday and it doesn't let you know that until you have to use it. So we ended up paying $125, but he did fix it. I would recommend them with reservation because I was disappointed that it took that long and we had to pay more other than the $75.

Submitting claims hasn’t been too bad. We've had a few hiccups but it was more with the company that we've had come out. I sometimes feel like the companies that come to the house aren’t the greatest with time management or responding to phone calls. The company that came out for some repairs on the roof was HCI. Then we had a separate issue with it. They came out for this other issue that we're having but thankfully, they're not doing the work.

2-10 suggested another company because HCI didn’t have the equipment to fix it. It's either they don't come out at the time that they were supposed to come out or they would come out and then we would still have an issue. That’s frustrating and it's weird because 2-10 contacts with them. Customer service is a big deal. If you're running hours behind, you should probably call your customers and say you're going to be there but that it may look more like a certain time rather than not calling at all.

The second company just came out to assess what was going to be done and hopefully, they'd be able to fix it and we won't have an issue. Also, we had a problem with our air conditioning unit on a Saturday. I called 2-10 and the guy said that the company that we go through had 48 or 72 hours before they had to contact us because it was a weekend. The countdown may not start until Monday but that company actually called us on Sunday and set up an appointment to come out on Monday. They were fast and great to fix the AC unit. I always suggest that people get 2-10 Home Buyers.

They have sent some of the most incompetent contractors to my home I've ever seen. Not only were they incompetent, they all follow the same protocol of customer service when trying to reach their offices and send all calls to voicemail with no way to leave a message, and very lengthy on-hold music to purposely force you to hang up or go blind listening to the dreadful on-hold music. The warranty company and their contractors work together to ensure you get tired of trying to get the service you need. However, I refuse and they will finalize my request and provide me the service as I've been diligently paying my monthly service fees. Horrible experience continues!

When we purchased our home, we purchased 2-10 Home Warranty with Supreme Coverage. Confident that the issue would be resolved quickly due to the fact that air conditioning in Arizona is a NECESSITY OF LIFE during August, we submitted a claim to 2-10 that day, who immediately dispatched Aire to the Throne A/C and I received a message on my 2-10 portal stating I would be contacted within 48 hours, which I considered to be a ridiculous time frame for something so critical. I waited all day Monday, 07/31 for a call but did not receive one. After waiting until noon on Tuesday, 08/01 without a response, we contacted Aire to the Throne, who stated because it was a new contract, they had to "jump through hoops" before they would be able to service our air conditioner, and stated the first appointment they had available was between 8 and 10 on Wednesday 08/02.

Aire to the Throne responded at approximately 10:15 am on Wednesday 08/02. After a quick inspection, we were advised the compressor had failed and it would cost approximately $2200 to replace. We were also advised that before any work could be performed, the diagnosis would have to be submitted to 2-10 who would review it and decide if they would cover the cost. We were advised the diagnosis would be submitted by 12:00 pm that day, but even if the work was approved there would be no openings until at least next week. At approximately 12:15, we called 2-10 to get a status update (amazing how punctual you learn to become with such things when your choices are to be crammed in the spare bedroom at a siblings house or broil inside of your home). 2-10 advised they had not received a diagnosis and could do nothing.

Due to the fact that we had now been without air conditioning for 4 days and there did not seem to be any urgency at all to resolve the issue, I spent over $500 dollars purchasing (2) 12,000 BTU portable air conditioners, (1) 8,000 BTU portable air conditioner, and (1) 5,200 BTU portable air conditioner and installed them so that I was able to return to my home. Fortunately I was able to purchase them used or the cost would have been closer to $1000.

On 08/03/2017 at 11:00 am after still not hearing any response from 2-10 or Aire to the Throne, I attempted to contact 2-10. I went through their phone tree once and was disconnected as soon as I was finally transferred to an agent. I went through the phone tree again and spoke to a representative who advised they had still not received any diagnosis from Aire to the Throne. She stated she would submit a contractor relations form and request, but they still had 24 hours to respond. I voiced my dissatisfaction and was apologized to. I contacted newacunit.com and was quoted an out the door price of approximately $3800 for a completely new AC system including installation.

The bottom line is that I purchased the 2-10 contract with the expectation that I would be taken care of in the event of a critical system failure such as this one, but instead I have been left sweating. If I had known a crisis such as this one would be treated so secondhand and as such a low priority, I would have never purchased the contract. The money I spent on the contract (as well as the money I spent on portable AC units) would have been put to better use paying an independent contractor to fix the problem.

I expect 2-10 to resolve this issue timely. As I stated before I have a child due on 08/10 and will not tolerate the system to be out of order after that. If the system remains out of order I will pay out of my own pocket to have it fixed, after which I will educate the public through reviews posted to BBB, Ripoff Report, Yelp, Google Reviews, Facebook, and any other outlet available until I am certain that the financial loss 2-10 caused me has been reciprocated.

Why do I think if I were the president of 2-10 Warranty and my fridge went out that this would have been handled much differently. Kind of lets you know where you stand as a customer of 2-10 Warranty. Ever tried to live without your fridge for nearly 2 weeks in the summer in Phoenix? It's not fun! If and when someone shows up, you know what’s coming next..."we will submit the paperwork to 2-10 Warranty and wait for an approval. Then we will order parts and reschedule you etc etc". I see this dragging out for a month. It's not good folks!

I tried to get a hold of them Friday, Saturday and Sunday and I couldn't. They had their answering machine and it was still programmed for the 4th of July. The situation was getting worse. On Monday, I called another company and within an hour they had a service tech here. I called the previous company back about 11 o’ clock that morning and told them to cancel as I didn’t want any part of them anymore. They were coming over right away but I said to forget it. I’m reporting them to the Florida Association. They’re a scam artist if you ask me and I’m disappointed in 2-10 Warranty for recommending them in the first place. They should be able to check these companies out. If they’re not fit and with one complaint, they should be gotten rid of. They’re well aware that I put a complaint in with them. They called me and I’m still waiting from this refrigeration company to get my money back. I still haven’t gotten my $225 from them.

Today is Wednesday. The representative tried to explain to me that it was the fault of the service provider because he "must have used the wrong purchase order number." When I asked was the PO# what was needed because I personally spoke with the service provider and he said the part was not available, the rep proceeded to tell me that I was wrong because those are two different numbers. I guess me having an M.A. degree in supply chain management and being a logistician in military makes me a complete idiot... "Purchase Order Number", PO#... Yes I must be a damn idiot! I would not recommend anyone use this company AT ALL!!! They obviously know they're in the wrong because they reimbursed me the initial service fee $75, which means absolutely nothing because my house is still a good 94 degrees on any given day in the great state of North Carolina.

Because I'm so patient (being facetious) I will wait for them to actually do their job if possible and fix my air conditioning. Until then I will continue to blast them EVERYDAY, and report them to the Better Business Bureau. Them and the service provider they continue to use, Service Unlimited. Now I understand why it's so difficult to reach the corporate office. After reading over 20 negative reviews and dissatisfied customers, I understand why. 2-10 Homebuyers warranty is a DECEIVING, INEFFICIENT, INEFFECTIVE, UNRELIABLE, INADEQUATE, COMPANY... They're basically THIEVES!!!

He then asked for the $60 fee which I gave him and then asked for my email address to send me a receipt which I never received. On Friday past the other ac unit stopped working completely. Yesterday I took a ladder to see how badly the leak was affecting my house and quickly realized that the roof shingles and backboard are both in bad shape due to this issue. I keep calling and keep getting a runaround, this is in unacceptable. It's 94 degrees upstairs at 11 in the night at my house. I suffer with asthma and the hot air is harder to breathe in. The kids find it hard to sleep in their rooms even with a fan. I called tonight and got a lady who asked me to call the claims department in the morning. I'll try that then I'll update this tomorrow night and every night till it's resolved.

Original Review: July 31, 2017

When we purchased our home, our realty office suggested that we purchase a home warranty from 2-10 Warranty, which we did. The purchase was made in July 2016. On May 19, 2017, our air conditioning unit for our second floor blew warm air. So, we made a claim to 2-10. We received an email with our work order number, and the name of a contractor called Service Pro.

By June 1, we had received no contact from Service Pro. We sent an email to Service Pro questioning why we had not been contacted. On June 5, we contacted 2-10 to see why we had not received any communication. We were on the phone for 45 minutes, and told that they would contact Service Pro, that we would hear from them within 24-48 hours. On June 8, still no contact, called 2-10, who put me on hold, and stated they spoke with Service Pro who scheduled an appointment for June 12, between 1-4. On June 12, at 12:30, we received a call from Service Pro re-scheduling the appointment for the next morning. I alerted 2-10 as to this change. On June 13, we received a call that the appointment would be changed to sometime before 2. At 3, no one had arrived. I called Service Pro and received no answer, I left a message on their main number and a secondary number I found. I received no response.

I called again the next day, no response. On June 14, I called 2-10 and spoke with Teesha, this call lasted 30 minutes. I was told that we would be assigned another contractor. On June 16, I received an email telling me that Del Mar Va Air Conditioning would be contacting us. On June 20, after receiving no contact from Del Mar Va, I called, left a message and texted the company. I received a very quick response stating that they had never received any communication from 2-10 concerning our claim, and that they would not have accepted it anyway because they were over an hour from our home and would not have accepted the contract.

On June 20, I called 2-10, and spoke with Joshia (sp?), who stated that 2-10 would do a "hand search" in an attempt to locate another contractor in our area. My response from 2-10 was an email stating that we, the "homeowner" had "declined dispatch". I attempted to respond to this email but could not due to their system.

On June 28, I spoke with George, this call lasted 25 minutes. I asked to speak with a supervisor, but was told that no supervisors were available. George explained that we could contact an outside contractor, or they (2-10) would still attempt to find a contractor in our area. After George explained what was entailed with contacting an out of network contractor I demanded that I be put in contact with a supervisor. I spoke with Mary. After this conversation I thought we had some hope of having our air conditioning restored. Mary told me that we could call an outside contractor, who could then get approval for the work. Due to the fact that my husband and I are on fixed incomes, one of the reasons we purchased the warranty in the first place, I asked how this would be paid for. Mary told me that if the work was approved, 2-10 had a credit card number they could give the contractor so that the materials could be purchased.

Satisfied with this information, I began researching air conditioning contractors in our area. After several calls to companies declining due to the warranty situation, I finally located one. Meanwhile, in the beginning of July our original coverage was due to expire, so I renewed it online. On July 21, the contractor we located called 2-10 personally to speak with them to see what was needed from him to get approval for the work. He then called me back to tell me that 2-10 would be contacting me and that he would come out to determine what was needed to get our unit in working order. Upon examination of the unit, he determined that the unit could not be repaired, and would need to be replaced. This information was provided to 2-10 by the contractor, with an estimate for the work.

On July 27, we had not been contacted by 2-10, so another call was placed, this one lasting 47 minutes. First I spoke with Susan, who told me there was no record of our claim, however, after I provided the original work order number and the original date, she was able to locate the claim. She then informed me I needed to be transferred to Claims Management. I spoke with Melody. Who repeatedly placed me on "brief" holds "researching my claim". Finally I was told that the company could not proceed until they received a "breakdown of the work, a description of what the contractor was going to do, not the cost, but the job breakdown". Then, because of the cost, it would have to be reviewed by their "high cost claims, in Denver". Then she told me that we could pay the contractor up front, get the unit fixed and then "apply for reimbursement".

I told her about my conversation with Mary about the credit card. Again, put on hold. I was told she would have to research that information and get back to me. NOW, the clincher, after hanging up, I immediately call our contractor. I was told by our contractor that at 1:38 pm (this would have been during the time while I was on the phone with Susan, prior to being transferred to Melody), that Melody had called him and he gave her a detailed description of what work needed done, and why. So, Melody lied when she stated they needed this information! Another DELAY TACTIC?!?

Our contractor told me 2-10 would be contacting me. On July 31, I contacted 2-10, having received no call from them. I had to convince to call taker that I needed to speak to someone in Claims Management, this took about 10 minutes. I finally was transferred to Karl/Carl, who told me there was no record of someone speaking to our contractor on July 27!!!! He also told me that he did not need the break down of the job, but a detailed list of the items to be replaced and their cost. I asked if this could be emailed to 2-10, so that we would have a record of the list and that it was sent. I was told it would take 24-48 hours for someone to read, and it would be quicker if the contractor called. I told him I would have the contractor call as soon as I got off the phone and I would have someone witness this call so there would be no question.

I asked for an email address where I would send a detail of the hours I have spent trying to get this fixed. At this point he gave me "his" email address and informed me to send the complaint to him, then he would forward it to his supervisor. He then told me that our contractor could send an email directly to him with the detailed cost. I asked for the supervisor's email, but was told that if the supervisor received all the emails with complaints the supervisor's desk would be full. So after hearing that, it confirmed that we weren't the only ones to not be satisfied with 2-10.

Also, after googling the company, it only confirmed that the months between May and July 2017 there were A LOT of similar complaints to ours. So, we are still left without air conditioning! And, not sure when or if we will ever have it fixed. We can not afford to put out the upfront money, and as I stated before, that is one of the reasons we went with the warranty company. So, I'm beginning to question whether or not this company is legitimate or not? Is it a scam? Is it a front? Why are there so many people having the same experience or similar experience as we? I also suggest to all those who have complaints, contact your realtor who originally told you about 2-10, let them know what has occurred.

We will be, as well as the company who represented the sellers. Both companies are very large in our area, and are from two different states, Delaware and Maryland, so I will encourage them to pass on the information to their state realtor association. 2-10 advertises that having the homeowners warranty will give you the peace of mind that unforeseen pricey repairs will be covered and made if you purchase their warranty, well, you can't prove that by us.

Updated on 08/11/2017: Prior to reading this review, refer to a review that we did prior to this in August 2017. This deals with trying desperately to get an air conditioning unit fixed since May 19th 2017. Finally after posting on consumer affairs a review, we got a response from the company. On August 8th, a contractor of their choosing came to our home and inspected our air conditioning unit. Prior to this we had an independent contractor come and look at the unit. His advice was to replace the unit. His estimated cost was $5,400. 2-10 would only agree to pay $2,300. So we agreed to have their contractor come and look at the unit. On August 8th their contractor recharged our unit with freon.

Our contractor had advised us he could have also done that however it was putting a Band-Aid on the problem, not fixing it. Up until last evening the unit appeared to be working. As of today August 11th, that portion of the house is 84 degrees. We have guests coming for the weekend from England who are going to be sleeping in an 84 degree bedroom. Two weeks ago we had a marine on leave stay over, he also had to sleep in an 84 degree bedroom. If you have not subscribed to this company as of yet, don't do it. If you have a contract with them, you might want to look into it a little bit more before your air conditioning unit gives out. Also if we could rate our experience with this company with a zero star we would.

He went out and added another pound and then it felt a little colder. So he was basically guessing and didn't know how to properly recharge the system. My AC seemed to work okay for a few days and then I noticed my unit was running for hours and the temperature in my home wasn't going down at all. I called 2-10 and they put in a call to re-dispatch the contractor. The contractor never called me during several days, so I kept calling him. He finally came out and then said he thought the compressor needing replacing. 2-10 ordered a compressor, which took another week. The contractor came back on 7/5 to replace the compressor. After he installed it and charged the unit it didn't seem very cold coming out of the vents. I asked him again if he charged it fully. He said yes and if it wasn't working well he didn't know what to do to fix the unit and left.

I tried giving it a few days but on 7/8 I noticed no air was blowing out of my vents at all. The outside unit was still running so I went to check my indoor unit. The line coming from the evaporator coil was frozen, which is usually a sign of the system not being charged properly. From 7/10-7/13 I repeatedly called the contractor and left messages. He never called me back. I called 2-10 several times and he would not answer or return their call either. Finally on 7/13 2-10 assigned a different contractor to come out. I called him and he said he'd come out the next afternoon, 7/15. He never showed up or called me. I called him and asked what was going on and he said another job took longer than expected. He never apologized for not calling me. He said he had one guy who worked weekends and would be out on Saturday 7/16. I waited all day and no one showed up or called again.

On Monday 7/17 I was about to head out of the door and the contractor called, expecting me to drop everything so they could come out that morning. He told me if I didn't, he didn't know when they would be able to look at my unit. Since it had been a month and a half and I was sick of waiting, I took the day off work. The second contractor looked at everything and said the first guy put a R-410a compressor in my R-22 system, which compromised the system and would require replacing everything. 2-10 said they would not authorize the work until the first contractor came out and could verify what the second guy could say. They also wanted to send the inept first contractor to warranty his work which I did not want since he did not know what he was doing and could damage more things in my home. They said he had 3 days to respond to 2-10. He never called to come to my house and 2-10 said he had not contacted them.

On 7/20 someone in 2-10's contractor relations department called and said he had until the end of the day to respond or he would be held liable and they would figure out a resolution. I did not hear back from the same person from 2-10 until 7/25. He said the contractor never responded and they were still trying to figure out what to do. He tried giving me the contractor's insurance information. When I asked why, he could not explain it and I got the feeling they were trying to blame the contractor and make me sue him to get my unit fixed so they would not be liable. In less than an hour, someone else from 2-10 called me saying the contractor had been to my house (he never called me) and that he said the whole outside unit needed replacing. So he screwed up the unit and had me without AC for several more weeks and instead of admitting it and being held liable, he said the entire unit was broken so he can get paid to put it in.

It's been a week and the parts still aren't in. It has now been two months. I have a feeling it will be at least another week until the parts come in. I have no faith the contractor will install the unit properly and anticipate more problems in this long saga. 2-10 doesn't press these contractors to come out promptly or communicate well (I had to chase the contractors the whole time), makes you wait weeks for a part just to save a few bucks, and doesn't care that I've suffered in 90-110 degree weather for 2 months in Virginia. Save your money and hire your own contractors, this isn't worth the hassle, frustration, and suffering.

The morning of when the appointment was scheduled I got a phone call stating "after further review we won't be able to honor the claim." I did went back and read my contract and reached out to the company. 2-10 justification was that all the Freon could not have leaked out in that time frame. The vendor diagnostic on paper said that with the size of the hole they can't determine the time frame of leakage. The heater works fine during the winter time so no telling. I explain to the representative that I am in the middle of deploying on a military assignment and it will only be my wife and kids at the house.

It's going on a month and I have not heard back from 2-10. I am on my way out the door scrabbling trying to figure out how I will get this A/C fix. I thought the objective of having home warranty insurance is for situation like this. What really gets to me is the explanation for denial against what the professional A/C repair specialist diagnose.

7/14/17 Air Design tech came out and diagnosis this time was evaporator coil was bad and unit was low on refrigerant. Tech stated he would put in a request to 2-10 for the part and it would take about a week to get the part and then they would call to come back out to replace the part. 7/24/17 I had not heard from 2-10 or Air Design so I called 2-10 and sat on hold for 14 minutes. They stated they tried to call me on 7-17-17 to get approval for uncovered items. Yet I had no missed call or messages from them. The representative said the note says “voice mailbox was full.” My cell phone lets me know when my mailbox is full and I double checked it and it wasn’t. I asked him about the uncovered cost. He stated they totaled $518. He could only verbally tell me what they were for and could not provide documentation. I asked for documentation and he said he would have to transfer me to a different department.

He transferred me and I sat on hold for 9 minutes and then got hung up on. On 7-24-17 I had been without air for 11 days in July I might add. I called back one more time and again sat on hold for more than 15 minutes and got hung up on. I called back again and told the person to not transfer me unless they knew I was connected with an actual person. Once Barbara ** got on the phone I explained the whole situation to her and that I needed someone to email me a list of the uncovered cost. She agreed to do so. I asked her to stay on the phone until I received it and she did. I reviewed it and asked why modifications were needed and items to meet code. She said she really didn’t know. That only go off what the vendors submits to them. I question the cost especially the code items.

I called Gwinnett County, GA Building Inspection Section. I spoke with Chief Trades Inspector, Johnny **, who came out to my house on Tuesday 7-25-17 and inspected my a/c unit. He educated me on the system and stated Air Design should be able to get the exact same coil for the unit and no modification should be needed and that a drain pan and flow switch which they were asking to install were not needed as they were already installed, and this was a code since 1988 and the unit would have never passed inspection when house was built in 2012. I sent all this information to Barbara ** with pictures and copied Johnny ** on the email as he said I could in case 2-10 needed information. I received a response from Barbara ** at 2-10 stating she could no longer speak to me regarding the manner.

I then received a response from 2-10 by email stating that all communication regarding the manner would have to be done over the phone. (So there was no written documentation.) I called 2-10 at the number provided in the email 800-482-4776 because they said I would get a “more speedy resolution.” I spoke to Angela who gave me permission to go outside the network to get another company since it appeared Air Design was taking advantage of me. I spent the rest of the day researching A/C companies. 7/26/17 I contacted Absolute Comfort out of Winder. Alex was very professional. He did a leak test and determined I had a leak. I was completely out of refrigerant and the evaporator coil needed to be replaced. This was an expense to me of $134.00.

We called 2-10 like requested, and myself and Alex spoke to Chris. Alex gave Chris the diagnosis and what needed to be done which was replace the evaporator coil and add 6 lbs of refrigerant. Alex stated it would cost $2348.18 for Absolute Comfort to perform the job and Chris with 2-10 would only reimburse me $360.00. I later called 2-10 back and explained to a representative that I could not afford Absolute Comfort’s quote and I wanted them to send in a network company. I was assigned to A/C Mechanical. 7/27/17 At 8am I called Aaron with A/C Mechanical. I gave him the whole back story. He agreed that he did not need to come by and that he would call 2-10 to get the part ordered and get the ball rolling. He called me at 2:00pm EST and said he was on his way to my house like he had forgotten the whole conversation we had that morning.

Then I reminded him of the conversation and he said he was going to hand up and call 2-10 to get the part ordered. 7/28/17 I called Aaron with A/C Mechanical and asked him about the progress and he said he had ordered the part. I hung up with him and call 2-10 to verify and that confirmed that they had no record of him ordering anything. Measha put me on hold and called Aaron. She said he stated he tried to call so he lied to me. She transferred him to the purchasing department. Measha came back on the line with me and updated me and told me to call back in a couple of hours to confirm the part had been ordered. At 4:00pm I called 2-10 and was told Aaron had not ordered any parts and they were still waiting on a diagnosis from him. 2-10 has documentation from Air Design and Absolute Comfort what the diagnosis is.

Not sure why we need A/C Mechanical to come out and do a third leak test. The representative told me I had two options. She said I could take a cash out and hire my own company or wait for A/C Mechanical to provide the information needed. I told the representative that I had been given a cash offer of $360.00 which comes nowhere close the $2300 + it would cost out of network. She stated she did not think that was the correct quote, put me on hold to confirm. When she came back on the line she stated the quote was incorrect but could not verify because she couldn’t get a correct price for the coil. So I asked her how do you know it is incorrect if you can’t get the correct price?

Every conversation with 2-10 is a contradiction from the previous. I am not sure what the hell I have paid for!! And do not respond to this with we have escalated this matter up to our leadership. I have been apologized to so many times and have been told this matter has been escalated up to leadership to take care of, yet no one calls me and cannot correspond by email, because they don’t want what they say on record. Meanwhile it is Friday 7/28 and I have been without air for 15 days and nothing will happen between now and Monday so that will be 18 days! 2-10 is by far the worst warranty company, has the worst procedures and has zero customer service.

Finally, a week after the aircon failed, the techs (2) replaced my high-end thermostat with a cheap model. 2-10 says they will not replace my failed thermostat with the correct one as the basic function is the same as the old one (it sets the temperature). Customer service (after another hour on hold) says that they do not cover "energy management" functions, however when I list the functions of my old thermostat, there are several that the el cheapo thermostat doesn't provided that my old one did that have nothing to do with "energy management". Eventually they agreed and told me they would contact the tech and get the unit replaced. They will get back to me within 15 minutes with an update of when the problem will be resolved. 24 hours later, I am still waiting.

I contact 2-10 again. They send another one of their contractor. This time I told the contractor nothing about the diagnosis I had learned from the 3rd party contractor. This contractor comes to the same conclusion that the TXV needs to be replaced. The 2-10 contractor says he will order the part and get it fixed for us. Fast forward 4 days later, we heard nothing from the contractor. We contact the 2-10 contractor for an update. He says he placed a request to 2-10 but has heard nothing from 2-10. Strange indeed. So I call 2-10 and they said they would contact the contractor. I proposed that we do a conference call. Now I'm on the phone with the contractor and 2-10. Now their contractor who supposedly said he can fix this says, he couldn't anymore because this is UNICO. Seriously? This guy literally told me he could fix it earlier. 2-10 says, "No problem. We will find someone else."

At this point, we contacted 2 additional contractors of 2-10 who say they can't repair this. You have got to be kidding me. I ask 2-10 to allow the 3rd party contractor to resolve this issue. They REFUSE. Finally they give the okay but call me later and say they found someone who can fix it next week. I agree with their contractor. Now I received a call from the 2-10 contractor that he was contacted by 2-10 to do a DIAGNOSIS. Essentially GET A 2ND OPINION. And that he will not repair anything.

I am frustrated with 2-10. We have already had the diagnosis TWICE confirmed independently. I see now that 2-10 try as hard as possible to DELAY/AVOID repair. Keep in mind that each time a contractor is sent to my home I have to pay $100. ABSOLUTELY RIDICULOUS! What's the point of home warranty if they avoid to fix anything at all. Shake my head...

On 7/6 a technician came out and explained it needed an Evap Coil and it was empty of freon. Two weeks later I call 4x to follow up with both the HVAC company & 2-10. Only to get absolutely nowhere. They explained the repairs needed are pre-existing? I'm not really sure how this is possible when the AC was in working order during the home inspection & TWO walkthroughs! Sent the home inspection (with pics) and the walkthrough documentation to them. Still denied it, claiming it's pre-existing and they aren't covering it.

So why? Why purchase a home warranty at all if nothing is covered? Now I'm also out $100 for a service call and my kids have been sleeping on couches for almost a month now so that they can be on the level that still has a working unit! Now we are going to have to pay out of pocket to have it fixed. Would have been nice to know you know, 3 weeks ago! It's currently 91* in my upstairs, when it's only 70 outside right now. Ridiculous! If I could give them zero stars I would. If you're thinking about buying a warranty through them, DON'T!!!

I tend to submit a claim online but that process has become cumbersome. I've ultimately had to pick up the phone and speak with the person to submit a claim. Every now and then I would run across a rep that seems to really care and they really try to make things happen. But otherwise, it's almost like they're reading from a script. When you would want to speak to a supervisor, the supervisor would seem to be unsympathetic to your cause as well. For example, I just had my air conditioning system repaired by them this Monday but I've been without air for two weeks in Tennessee in a 98-degree temperature and it was 91 degrees upstairs in my house.

A guy was telling me about the process and I told him I didn't want to hear about it. The process dictated that they send this thing to review this and that. But it's in the middle of July and my son and I were burning up. One of the ladies at 2-10, Rachel attempted to expedite the process and she got the contractor on the phone. She had me put the contractor on the phone and she attempted to give them the verbal okay 'cause I was going to go another weekend without it if she didn't. She did all she could do, but apparently, once they got into the 2-10 system, nothing happened. I called back and the guy on the phone said it had to undergo a review, which hasn't been completed yet and that was the process, even though it was obvious from the contractor what the issue was and the contractor had told 2-10 what the issue was.

I would just like for 2-10 Home Buyers Warranty to be more responsive to individual needs, but it's all about the process with them. I understand that every company has to have process 'cause I worked for a Fortune 100 company myself but I made exceptions every day in desperate situations. However, 2-10 reps lack compassion for listening to their customers on what their needs are. As a matter of fact, I've looked at switching warranty companies a couple of times. But I've read reviews and talked to some other people that have some of the other warranty companies and based on some of the feedback I got, it seems like they're all kind of the same.

Some of the contractors that 2-10 sent were extremely shabby as well. It's been my experience that the majority of the contractor that are under the contract with 2-10 are not very good companies. The contractors that they've sent out had to come back repeatedly to fix the problem that they initially came out for. But this last company I worked with and got my air conditioner repaired last Monday wasn't. They were a very good company and they were very professional. When they said they're going to be there, they were there, and they actually made the repairs.

This guy came out, diagnosed it and told me what the problem was. As soon as 2-10 gave them the approval to pick up the part, the guy called me. He told me when he was going to pick up the part, what time or day it was going to be there and he filed it to the letter. Even though it took two weeks for me to work with the red tape of 2-10, my interaction with the contractor on this last problem was fantastic.

It is clear we have been given band aid solutions without regard for getting complete work done at once. The agent (and floor supervisor) on the phone today told me they had to keep their costs down by using this process and not expediting anything. And, although their contractor has been at fault, they are defaulting to my manufacturer's warranty and citing 3-5 days to "process" my order. I would have understood if this had not been going on for 6 weeks OR if it had not been caused due to the poor work from one of their contractors. There is no apparent commitment to protecting the consumer (the paying customer!).

Being July in Tennessee, all in network contractors had 1-2 week wait before a tech could come visit for a diagnosis. I PAID OUT OF POCKET For the diagnosis, per my contract. My local 2-10 rep advised me to be clear with 2-10 claims service that this was an emergency situation. I spoke with a very helpful, reassuring 2-10 rep that evening, she assured me repeatedly that all labor and parts would be covered in full "up to the cost of a new unit" because I had the Supreme Plan. I was surprised and repeatedly asked her if she was sure that it was 100% covered because we were going out of network. She said yes, because this was considered an emergency, and no in network contractors were available. I was so relieved and pleased. She told me to have the contractor send them the diagnostic and repair estimate first thing Monday morning and they would approve.

I sweated it out in my 95 degree house, confident this would be repaired Monday (July 24). Monday morning I received a rambling, convoluted voicemail from 2-10 rep named Erica, stating they would send me a check for $369 and we would be responsible for the remaining $940 the contractor was charging. This alarmed me since it was the complete opposite of what the previous rep had told me.

I immediately tried to call 2-10 claims service. I remained on hold from 10am until 4pm!!! No one ever picked up the phone until rep Kayla at 4pm. I recounted the entire episode to her. She said claims department was "overloaded" and I should call back tomorrow. I said no, this could not wait and could I speak to her supervisor. She put me on hold twice and said she was looking around on the floor for her supervisor and could not find her. She then told me that she was looking at my claim and account on her computer and that Erica had put a note in my file stating that her computer system had crashed and she had lost all my claim, contractor, diagnostic, and repair information. Why was I never contacted to be told that all my information was lost due to this supposed computer crash? Kayla did not know why. I asked again to speak to her supervisor.

After several more delays and excuses, she said they would call the contractor to get all the "lost" info AGAIN and that a supervisor would call me within the hour. 1.5 hours later, I received a phone call from a male supervisor. He apologized for my wait and my inconvenience and said they had talked to the contractor and had approved paying the full $1309 for the repair. I asked him if I needed to pay for the repairs, and then receive a reimbursement check from 2-10? He said "No, we will tell the contractor to bill us directly."

This morning, (July 25) the contractor (R&M Climate Control) told my husband that they had received repair approval from 2-10 but no directions on how to handle billing for the full amount of $1309. My husband called 2-10 and told the customer rep the repairman was coming and to please call R & M and tell them how to handle billing. She stated she need the "phone number of the supervisor to prove to corporate that the full amount had been approved" even though we were told the approval was in our file notes. He gave her the 1800 775-4736 number the call came from, and the time of the supervisor call (5:51pm). This afternoon the contractor showed up, did the repair, and I had to put the $1309 on my credit card because no one from 2-10 ever contacted them about billing.

Several hours after the repair man had left my husband finally got through to a customer service rep at 2-10. She asked him to send her the original diagnostic and the receipt for what we had paid for. He asked her why he needed to send the original diagnostic since they received it days before. She confirmed with him that she did have it in our file but that she wanted again. He emailed the receipts to the address she provided: aphome@2-10.com and asked for a confirmation email response but has received none.

I believe that 2-10 has been extremely delinquent in handling our paperwork and claim file. I believe that we will never receive an email or phone call from them regarding this matter, and tomorrow will have to constantly call and sit on hold and hope to get a competent representative on the phone. This company's behavior and dialogue has been highly unethical and misleading. Their Extremely poor interdepartmental communication is highlighted by their severely undertrained employees. Their mishandling of our claim paperwork was time consuming, unprofessional, and grossly incompetent. 2-10 Homeowners Warranty put myself and my unborn child's health at risk, all while dodging responsibility and accountability in making what was a horrific situation many times worse.

July 19 early morning blower won't shut off, air not cool, temp in house rising. Service request submitted. Response from 2-10 that contractor had 48 hours to respond to set an appointment. No contact as of Friday 21st end of day. Monday 24th no contact by afternoon. I called contractor left voicemail. He did call me right back said he could possibly make it by later that day or first thing Tuesday 25th. As of 3:19 pm today the 25th, no call. No show.

In the past week there were only 2 days when the temp did not exceed 90 degrees. 3 days the heat index was over 100. I am 60 years old and on disability. I can't afford to check into a hotel. I have pets I cannot leave locked in this oven. To say the heat has made me sick is an understatement. The stress as well. Monday, in anticipation the contractor would be here by today I contacted 2-10 with concerns that if once again no leaks or mechanical failures are found but will cool if charged again if the warranty company will consider this resolved or see it as I do a temporary fix designed (to keep the unit working until my warranty expires in 3 months).

After patiently rewording the question 4 times and stating emphatically I would stop the contractor from charging the unit, if no leaks or malfunctions were found, and call back to verify if the company will continue to seek a permanent fix rather than a temporary. Elena finally suggested if this occurs to not have the unit charged, submit a new service request for a second opinion. Which confirmed my suspicions that recharging the unit would be the end of it. Which likely means I would be without cool air for at least a month if prior experience is any indication. Or accept the temporary fix and endure this hell again in a couple of months.

A reputable company, concerned about their customers might have committed to allowing the unit to be charged while waiting to schedule a second opinion and any subsequent repair or replacement time. But of course this is all conjecture because no one has actually responded to my request for service as yet. But I have plenty of time to imagine scenarios in my head since I just canceled plans to attend an out of town wedding and canceled plane tickets and hotel accommodations for a week in FL, a gift from my cousin because I can't figure out how or when this will be resolved. I was already packed, since I was to leave in 2 days. Someone needs to repair my AC unit, permanently, not temporarily or replace it before my head explodes. Please. Thank you.

Original Review: July 24, 2017

I renewed my 2-10 Home Warranty online two months ago. Yesterday I attempted to place a service call on my electric range and was told it was not covered under the warranty I chose. I will enclose the screen shots showing the coverage (including optional coverages) that I purchased. I have spoken to customer service and they say there is nothing they can do, in fact, they stated that the internet site is very confusing and recommended always calling and talking to someone to make sure the coverage is what you think it is... Look for yourself, based on these pictures is there anything that would indicate that my oven is not covered?

Needless to say, I (stupidly) trusted 2-10 and found out TWO WEEKS LATER that the part had never been ordered after the technician submitted the request. After some frustrating phone calls, the part was correctly ordered and arrived within a week. All the while, my house is 80-89 degrees INSIDE. The technician installed it and two days later, my air conditioning was blowing HOT air into my house again. I called 2-10 again to have the same man come out and say it was the condenser this time. He replaced it and left. Two days later, my house got up to 90 degrees (INSIDE) because it was blowing hot air again. I called yet again, the same technician came out and said that a coil had gone bad. He changed it and left. At this point, I started to get annoyed when my house was again reading 88 two days later. At this point, it's mid-June and Virginia is having 90-degree days on a daily basis.

I called 2-10 and requested that a new company be sent out to get a second opinion. They sent a lovely gentleman from Service Mechanical of Tidewater that immediately told me that I was doomed from the beginning with a terribly refurbished unit. He suggested warrantying the unit. He sent his diagnosis in the next day and I reached out to 2-10 to see what the next step would be. It was then that I was told that the man from the first company was the one who installed the refurbished unit! After that shock wore off, I was happy to hear that 2-10 would be ordering a new unit. They said it would take 7-10 business days to arrive in my area. I agreed to pay the non-covered costs of $250 (this is after having paid $100 in "service fees" to each company). This all took place on July 7th. Again, I stupidly trusted that 2-10 would take his diagnosis and my approval and take the appropriate action of ordering a new unit. Silly me.

After not hearing anything from anyone, 10 business days later, I called on Friday, July 21st and was "shocked" to find that 2-10 had not ordered anything. I am currently passing the time while on hold (for an hour and 18 minutes as I type this) and started by speaking to Michael who transferred me to Sam in Claims Management who transferred me to Erica in Purchasing. This entire process has been a complete NIGHTMARE. I rarely leave reviews but felt the need to write this one in case anyone reads it who is considering starting an agreement with this company. Do yourself a favor and DON'T.

I spoke to Caleb on June 11, Veronica on June 22, Capria on June 27, Chris on June 29, Alesia on June 30, Mark on July 7, Marquita on July 21, Chris on July 21, and Michael, Sam, and Erica today. They all sound the exact same and are obviously reading from a script that is not designed to help any customer. This is honestly the WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. Not to mention the most mind-numbingly painful 30-second loop of hold music. Erica assured me that my brand new unit will be arriving within 3-5 business days. You'll have to excuse me for saying that I'll believe it when I see it. The only thing I've gotten from 2-10 Home Buyers Warranty is a consistently hot house and trust issues.

A total of two weeks went by without a properly working a.c. and the company leaves a message stating that this is a pre-existing condition. If that was the case then why did they send someone out in the first place. I had to pay out of pocket and my family and I suffered while the people in high dollar claims Sat in their a.c. debating whether or not I should be reimbursed. On my experience, this company has limited resources, quality of service is poor, and will most definitely not be recommended to others within my circle. I will be transferring warranty companies in the near future.

We have an air conditioner and the compressor was outside and it went whacko. They said it will cost extra to dispose of the Freon because they had to let it out and it's the normal thing to do. They put a plastic milk bottle on the ground and put a hose to it. All the Freon they let out went in the hose and went out into the atmosphere. I told them, “Well, I'm not going to pay you $100 to do that.” They called it off and the boss of the service contractor said, “Yeah. Of course, you don’t have to pay the $100.” That’s what they did for a living and I was upset with that.

I told the 2-10 Home Buyers Warranty company and then I called the EPA but the government and the EPA didn’t care. The contractors were not supposed to let Freon go in the atmosphere and that’s exactly what they did. But other than that it was an excellent experience and those guys fixed the air conditioner. They do good repairs that are professionally done.

The leak was external so turning off the water in the house did not stop it. I waited about 2 hours before I lost patience and called a local plumber referred to me. Over the phone he told me how to turn the water off from the street and he then came out, found the line break, dug up the pipe, fixed it and refilled the hole. I then had Servpro come out and start the drying process which went on for 5 days. The plumbing contractor assigned by 2-10 to my emergency called me on the Thursday (7/6) to schedule an appointment. Got the renewal offer from 2-10 today which prompted this review. Needless to say I am not taking up the offer.

Then in June my AC unit went out. I called and they sent someone out who showed up in a cut off shirt and flip flops. He insisted I had a leak and my coils were dirty. I had to pay $100 service fee. He also said he would not put more refrigerant in the unit until I had the coils clean and guess what? That was also $100 and wouldn't be covered by the Warranty. I expected him to take the cover off and spray the coils with foam cleaner. But no he just grabbed my water hose and washed it off and made a quick $100. He also said that the Warranty company would not pay for a leak test until the second time he came and put refrigerant in it. (Makes no sense to me). This "fix" lasted about a month.

When it went out again I call 2-10 and was told they would send the same person out. I requested someone new. They gave me the number to call and the contractor said that since it was the weekend it would be $150 and a 20% fee on everything repaired that I would have to pay for even if covered under warranty. I said no thanks and to come Monday. I never got a call or call back for the contractor.

Now 2 weeks later I call 2-10 and they tell me that they have no contractors and will call to find me someone but it would be 24-72 hours. And then 24-72 hours before they come back out. I will call my realtor to make sure he doesn't recommend this Warranty again. It is a complete waste of money and I have now been 3 weeks without air in South Carolina were it gets 100 degrees. A complete scam.

Obviously there is one because this is the second time in 6 months that we have had to put Freon in it. Contractor stated that the bearings in the squirrel cage messed up, causing it to go off balance and make the noise, also messing up the squirrel case which eventually caused the motor for the blower to seize. So, he would have to put in a request to order the parts. Today was Friday, after lunch and him and his wife had plans for the evening but he would get the request in. So, we waited, with it hot as everything in our house... and waited. 7/13 my husband calls the contractor and was told the parts were being ordered, but they could not find the parts that were needed. Then he got a call saying the parts were approved to be ordered. 7/14 - The contractor says parts were ordered. 7/15 - nothing from contractor. 7/16 - nothing from contractor. 7/17 - nothing from contractor.

7/17 - 10:21 am I called 2-10 warranty and was on hold until 10:34 am, spoke to Sabrina, she contacted contractor to see if they are ordering the parts or not because it was not showing up on her system. Since our unit is a Trane, the parts have to come from manufacturer, can't use generic parts (which generic isn't always good in the first place because we pay a fortune for this warranty anyway), she said she would try to see if she could get this pushed through since it has been such a long time, contractor said the squirrel cage they originally tried to order was sold by the time 2-10 authorized approval to purchase, so they had to go through another manufacturer and it was going to cost more and had to file another claim, with an additional $20.00 for expedited/overnight shipping. Sabrina transferred the contractor over to claims so they could go ahead and approve the additional cost of the parts and shipping.

We should be on the schedule for this week, maybe tomorrow. 7/17 - 3:34 pm I called the contractor to make sure the part was ordered, Sara stated she was still waiting for the parts to be ordered and would contact me as soon as they were. Said she sent ??? to the person who is responsible for ordering the parts, whatever that means. 7/18 - 2:30 pm I called contractor again, was told the parts were ordered on 7/17, but did not show that it was expedited/overnighted even though I argued that 2-10 paid additional for them to do so. She said it was not in the records that occurred. They said they never even received approval from 2-10 to order the parts until I had called them the day before and they were transferred to claims. As soon as part comes in from manufacturer they will schedule to come out.

She couldn't even tell me which manufacturer it was coming from because I asked how long it would take for the part to come in since it was not expedited/overnighted. 7/19 - 5:27 pm I called 2-10 again and spoke to Melissa in the customer service department, couldn't understand what she was saying half the time, like she had food in her mouth, she transferred me to Susie in purchasing department since it was in reference to a part being ordered? Susie tells me they authorized expedited/overnight shipping on the 17th, she was reaching out to the contractor to find out what was going on because they did pay that additional money to them to have it expedited/ overnighted so we did not have to continue to wait so long.

Susie tried calling the contractor 3 times with no answer, left a detailed message about how they authorized the expedited/overnight shipping of the part, needed to know estimated time of arrival and she also sent out an email to the contractor as well as a department within 2-10 that deals with the contractors to follow up on. Said I should hear from contractor the next day or from 2-10. 7/20 - I heard nothing from contractor or 2-10 warranty. 7/21 - 3:18 pm, it is now Friday, it has been well over two weeks, temps in my house has been almost 100, my daughter has been out of camp that I have to pay for if she is there or not because she is getting headaches and sick from heat exhaustion, we have had to eat out every single day for two weeks because we can't cook in our house or it gets even hotter, our upstairs unit is taking the brunt of this and now it is acting up, but do I dare call and ask for another service request?

This is putting strain on that unit. So, I call at 2-10 again, at 3:27 pm Marlene (I think, I couldn't understand her between the food in her mouth and her yawning) in customer service, tells me the part was supposed to be expedited/overnighted on 17th, put me on hold to call the contractor, 3 times, no answer from the contractor. I asked for a supervisor. This can not continue over the weekend! It is supposed to get to 100 this weekend. She gets back on the phone and tells me she spoke to her supervisor and since I had been dealing with purchasing, I had to speak to a purchasing supervisor. I asked her what department she was in, the part was already purchased, she already told me that. She is in customer service, she is the one who should be dealing with the customer service issue! So said she would get me her supervisor but he would tell me the same thing she just told me.

I told her to just transfer me to some one who could get something done about all of this. After being on hold from 3:47 to 4:01 She gets back on the phone and says that she called purchasing while she had me on hold. The contractor has not sent email saying they have even ordered the parts! But, she just told me the part was ordered. Still didn't get me a supervisor. She tried to call the contractor again at 4:02, still no answer. AT 4:05 she put me on hold to transfer me to claims because I said I needed to speak to someone who could authorize me to go purchase a window unit or something because this is unreal. By this time I am almost in tears. I keep getting the run around. Chrissa answers at 4:08 pm and put me on hold after I broke it all down to her, yet one more time, to call the contractor again, still no answer so she left another message and sent an email as well.

So, by this time, the contractor has three voice mail messaged and three emails out to them just for my work order. She puts me on hold to find out what my options are. She tells me I have two options: They can cut me a check for $75.00 toward a window unit or we can start the process to get switched to another contractor! $75.00 wont even come close to purchasing a window unit that will cool a 150 sq ft room, my bottom level is 1200 sq ft. And, another contractor? Will I have to go through this whole process again? How long will that take? She doesn't know. Says to give the contractor until Monday to see if they contact me. (until 5:00 my time) I told her I am not waiting that long because contractors close at 5:00. Also keep in mind that this contract that we are dealing with is supposed to be open Monday - Friday 8:00 am - 5:00 pm.

So there is no reason they should not have been answering or returning phone calls this week. So, now I have to just wait until Monday to see if the contractor calls, while it is 100 in my house. I can't afford to go stay in a hotel, my head is killing me from the heat, my upstairs unit is getting undue wear and tear because we have to turn it off during the day and on at night to keep my boys comfortable. It now sounds funny when it goes off so I am sure there is an issue with it as well. If the contractor does not call, I have to get 2-10 to set up another contractor, get their phone number, call them on my own to set up the appointment and try to get them out here as soon as possible and pray to God that they have the parts that are needed and don't take another two weeks to get them in. 7/22 - This is when I have decided to write this post. It is crazy that it should come down to this.

I pay money every month for this service. First of all my unit is only 7 years old, so it should have lasted longer than 7 years especially since it is a Trane. Second, 2-10 warranty should not take so long to send approval for parts to be purchased. They need to look at their approval process and revise it. Make a phone call to the contractor and approve and then send the email approval or fax it or something. This crap about it taking 4 day and the contractor not even getting the approval or 2-10 not getting the request means there is a flaw in your process and you need to address it. Apparently, based off most of these review, I am not the only one who is going through this at this exact same time. I can not continue to spend money going out to eat when we usually cook at home.

We can't sleep well at night and are now trying to beg friends and family to borrow window units if they have them so that we can try to get cool. And as of right now, I am not sure we have found any units. If you can't tell, I am very upset over all of this and it is ridiculous that a family would have to go through this during such high head index as what we are going through right now. My poor dog can't even cool off and they are built to cool themselves off. I have to put ice cubes in his water to get him to drink it to try to cool him off because it is hot outside and it is hot inside. We can't get a break anywhere. 2-10, what is your plan on this? Who do you expedite something that no one seems to know should be expedited? How would I even know it is even being expedited?

Seems I am being lied to either by 2-10 warranty or by the contractor. I chose to trust 2-10 since I pay them every month for the warranty. I have already paid the contractor my deductible, but look where I am, sitting in a hot house reading terrible reviews on how bad this warranty company is and how long it takes to get work done with them. It makes me want to start now looking for a better warranty company to cover us when ours is up for renewal. The builder of our house is who referred us to them and the builder screwed us over too. So, we shouldn't have even trusted anyone dealing with the builder in the first place.

Of course I asked for a supervisor and it took me 3 times asking her before she complied with my request. A woman, Naisha, told me not to call her dept. again. A man yesterday, told me that he was a supervisor and that there were no others above him. The nonsense stories I have been told are absurd. The last I have been told is that the part is in Durham, which is 2 hours away. I offered to drive to Durham and get the part myself and was told No. The part should arrive on Monday and the contractor will be here on Tues, which is 12 days since the diagnosis.

My house temp is 90. Starting today, outside temps are to be near 100 with a heat index of 105. I cannot cook in my home. My 16 year old dog is listless and not eating well. My bathroom now has mold on the tile. And yes, I was told that any mold damages caused by the non-working A/C unit, would not be covered under the warranty. I spoke with a supervisor yesterday, Nettie, and she was very professional, however, I am very confused about something she told me. With 5 contractor visits, a new compressor, 2 leaks, a coil and several pounds of freon, she said that your company has only paid out $825.50. I find that very suspicious. I am very frustrated. Since June 13, I have more days without air conditioning than with and 21 days of that is due to 2-10 locating, ordering, purchasing etc.

Unspoken - She doesn't care because that will not cost them money. From my research and speaking directly to the contractor they will be saving about $177.00. I even offered to just pay the contractor myself and be reimbursed up to the cost that they would have paid, so it would cost them nothing more, and they said that was fine but if I did that the A/C unit would not be covered for any reason for the rest of the policy. We will not be using this company in the future.

I talked to 2 reps and last person called the contractor to determine if this was the same problem. The contractor agreed the problem should have found the first time so they waived the fee. With this situation out of the way, the contractor started the repair, at least that what I thought. He didn't bring in a part or left with an old part. Later on that day, the noise started again and a burning smell. I called 2-10 to find what the contractor submitted as the repair. As confirmed, the contractor did not replace a part. They said they will have the contractor come back out for the 3rd time and I asked for another contractor. A few days later the 2nd contractor came to my home and found that the evaporator coil needs to be replace and leaking. He said they will replace the coil and outside unit so everything will be up to code.

I thought the next step would be to order parts but there was an issue with a diagnosis from the contractor so a few more days went by. I got a call from customer service that they have a diagnosis and my warranty that does not include HVAC add-on (extra cost). I have to pay $408 and they can replace the coil but not the outside unit. The next day, another call from customer service that the part was on back order at the manufacture and they don't have ETA right now. I talked to a "supervisor" and she said she will contact the contractor and get back to me. She called the next day that they have a part. The contractor came this week. I was happy to finally get the unit working, however, it never happened! They had the wrong part... someone ordered a left part instead of a right part (whatever that means)! As of today, no update from the contractor or 2-10!

So explain to me how I paid out of pocket for both parts and got them within 2 days and they have yet to even approve the service repair and my AC still isn't working properly which means they still have to come back out and figure out what the problem is. I ask to pick another company and they expect me to pay another 100 dollars even though this was deemed an emergency service 5 days ago and we're nowhere near a resolution. I won't be renewing my contract after this year. The lack of urgency in this situation by both them and the contractor is unacceptable. Especially with the weather, how hot it is and you're dealing with newborns and elderly people.

They decide to deny our claim base on pre-existing conditions. We call in submit our inspection report offer to have our inspector reach out to them. They then approve the claim, almost a week later, order the parts a few days later. So a month after the original claim was submitted and a day after they told us the parts would arrive the contractor calls. Asks what happened, I am confused. Call 2-10. They say claim has been denied again for a final time. The only way to reopen our claim is to pay on our dime for a different contractor to come out and then certify that the AC was in good working condition when the warranty started. So here we sit without AC for a month in July because we were told it would be covered only to have it over turned the day AFTER the parts were supposed to arrive.

Here comes the kicker. We finally are told what the "pre-existing condition" is, the contractor measures the freon 5lbs low. 2-10 says this couldn't happen in 4 days. The contractor came out 11 days after the warranty started not 4. At any rate we call an HVAC contractor, ask if you could lose 5lbs in 4 days and they say, "If you have a leak you can easily lose 4lbs/day." Google it. Forums everywhere say it's common knowledge, 2-10 thinks it's impossible! They have strung us out for 30 days and then hung us out to dry without valid reason. We spent so many hours on the phone with 2-10, we were promised return calls 4 times. We never once received a callback, we were hung up on. Their customer service is the worst and their coverage is even worse. 2-10 is a complete SCAM, avoid at all cost.

2nd trip after having the same issues as the first it was determined I had a bad compressor. Now keep in mind my unit is 16 years old. Replacing a compressor is like going into heart surgery at 95 years old. Being it was the older refrigerant R-22 in some cases it's just better to replace the entire system. Home warranty companies would rather rebuild 20-year-old units than just spending the same money on a replacement unit. For major replacement parts you have to wait about a week for warranty company to ship the part to the contractor then schedule the contractor to come out again for the installation. It was close to 2 weeks to endure this process.

3rd trip out hasn't happened yet, but it's been scheduled. Less than a week after installing my new compressor my unit isn't doing any cooling whatsoever. It's acting like it has no refrigerant at all, which means I have a big leak in my system somewhere. Could be indoor/outdoor coil. I'm sure the fix will be to replace that coil and endure another 2 weeks in the hot AL summer waiting on a replacement coil to arrive. All this hassle and you'd think they would suggest replacing my system, but I highly doubt it. Let's see what they do.

That the AC company came, they stayed 27 minutes and told us we had a leak and that they would come back. When they were here they said they were going to bypass the delay to try to make it work. The certified technician did not check the AC, only the trainee. When they did the bypass, there was a burnt electrical smell in the house. Throughout this whole time the certified technician kept making snide remarks about the house to my husband. That was very unprofessional since I was in the kitchen reorganizing everything to get ready for some visitors later that week. When they did the bypass, it also caused the fan to be turned on. When they left we tried to turn off the fan but we were unable to.

The system showed the fan was off but the fan was always in. Two days pass by and we call the home warranty and they inform us that our claim was denied. We were told that because the AC unit was not maintained it caused a leak and that's why it was denied. We informed them about the burnt smell and the fan and the warranty rep on July 1st told us they would send another company for a second opinion. I called the warranty on July 3rd and we were told they wouldn't send anyone because the claim was denied. I explained everything that happened to the rep and she said that we should told them the issues the first time. According to my notes we told them the issues each of the following dates: June 29th, July 1st, 3rd, 6th because each rep stated that wasn't in their notes.

On July 6th I was told by the rep that I would have to hire an AC company to get a report to try to get the denial repealed. By this time due to having a hot humid house, my son's eczema was acting up and he had patches and scabs over his body despite doing his routine to minimize outbreaks. I tried keeping my children out of the house as much as I could but I don't have enough money to go to a hotel with my family until fixed. I was later told because he is constantly sweating at home it was making him outbreaks despite treatment.

July 7th I talked to a manager who said his name was Guy. After explaining the situation he said he would talk to a supervisor to see if they can send a different company because he did not have the same authority the supervisor did. Which sounds a bit weird for the manager to have less authority than a supervisor. He comes back and said that we need to clean the AC unit before they could send someone sent out. I told him that the unit was clean and then he said that because the technician sent them report that due to AC unit not being maintained it caused a leak that they wouldn't be able to send anyone. The manager told me the Freon was empty due to maintenance.

When I explained the burnt smell, and the fan constantly being on, the manager told me to file a claim with my home insurance because they are not responsible for any types of damages done by the companies they send out. He then told me I would have to hire an AC company myself. I called recently (July 18) to check again why they denied claim. According to the rep Melody, notes stated that due to bad maintenance, it caused a clog that caused an evaporation coil leak. The notes sent stated that we didn't clean the AC unit and never changed the filters. Because my dad has cancer and his health is very delicate we usually change filters every month to prevent him from having any respiratory issues. My parents live with us so that I can take care of them with their treatments but thankfully they went on vacation now that he is in between chemo sessions. I'm glad at least they didn't suffer through this.

I called local AC company. They came July 15, they were here more than 3 hours because according to the technician they had to isolate each section to try to see if there was a leak. He told us that there were no leaks and that he would come back on Tuesday July 18th to fix it because he had to look further into what happened. Today he came and fixed the AC unit and it's working. According to the technician the original problem would have cost us $150 and that it had nothing to do with maintenance. He said that someone crossed the low voltage wire with a high voltage wire (120V) and that caused the motherboard to get fried. Because the company sent by 2-10 Home Buyers Warranty fried the motherboard, it ended up costing me $607. This was horrible service. For the amount of money I paid to have a home warranty, I expected them to stand behind and take responsibility for the companies they send out to their customers.

UPDATED ON 08/10/2017: Work order number for air conditioning repair **. Service requested on 7/3/2017. Today is 8/10/2017. Still unresolved. Called today, said they're still waiting for part which had to be reordered. Service provider stated they gave 2-10 the correct part number but 2-10 tried to order a cheaper part that did not fit so part had to be returned. You will receive NO continuity, NO communication. Every time I talk to 2-10 or service provider "I HAVE TO INITIATE THE CALL". Because there is no continuity with your service request you have to start over every single time with people "checking the history and all the notes" and each time is starting from the beginning. I believe a zero star option should be offered.

The first contractor explained to me that 2-10 service requests go to the bottom of his lists, I didn't ask why. 2-10 does not contract with reputable companies, I personally called 5 national HVAC reputable companies none of which contract with 2-10. They seem to use a lot of small businesses which I support, however having to wait 3-5 days for an appointment to fix your AC in 100+ weather is not acceptable. The good news for me it is time to renew this home warranty and I appreciate the daily emails to save money if I renew before it expires. I have not read previous reviews for this company and am grateful this warranty was free with the purchase of my house. 2-10 your customers are not happy, do better.

I submitted a claim to 2-10 on the phone for my air conditioning unit. I was in the pool and I heard it start making a funny noise. I came into the house and it was set for 78 but it was already up to 84. I called 2-10 and it just happened to be on a holiday weekend, so I had to wait until the following Tuesday. But the service contractor came promptly and fixed it. I paid $100 service fee and I was very happy. The air conditioner is working fine. The service contractor was the same person who came out earlier for my heating problem. It was a wiring problem. He fixed it but it took a while to get the heat back on. It was a holiday weekend that both times happened. The recent one on the Memorial Day weekend and the Labor Day weekend for the heat. 2-10 is a good outfit and I'd recommend them if somebody wanted me to.

Original Review: The air conditioner went out 2 days ago, both days with a heat index of over 102 heat index. I had no response from the contractor they provided, even when I contacted the contractor (DHC Air, LLC) directly. Left me with two alternatives 1) wait for 2-10 or 2) get a hotel room. With my health I could not handle the heat. I decided to deal with it, called a local AC company and had it fixed. It was cheaper than a hotel room. They are shameful and owe me a complete refund, service and policy!

After the 3rd request made for service, 2-10 told me that they will not allow any more service requests and that we will have to seek someone out of network. I'm sorry, but if you paid the contractors a tad bit more money, they wouldn't put us last on the list to service. 2-10 also told me that the contractors don't work weekends and that is another reason they can't get to us before Tuesday of next week. Today is Thursday and this is day 2 of no air. This is our first house my husband and I bought together and we have lived here for 5 months and this should not have happened. Would never recommend this home warranty company to anyone.

Original Review: July 13, 2017

Complete scam. Phone lines are so busy you can't even talk to someone most hours of the day. I went days without A/C in 90+ degree weather. They gave me a very low level contractor to perform the work and he was completely unresponsive and hung up on me as soon as I mentioned I went through this warranty company. Instead of switching contractors they gave him 48 hours to respond. Nothing happened and they said I can use someone out of network. I went ahead and did that and had my issue fixed in a couple hours. I paid for it (only $320, surely this would be reimbursed... Nope!) and provided detailed pictures of the work and the invoices provided to me to 2-10 and they rejected paying because I went out of network, they didn't even respond to me to tell me this. I had to call daily waiting for someone to talk to.

This company is nothing but a phone loop of transferring to different departments and paying for nothing. They show no sympathy for someone sitting in a home that is over 80 degrees inside and keep telling me to wait for the next contractor and maybe it'll be next week. UNACCEPTABLE. I will be sure to let my real estate team know this so they will no longer recommend this company.

It is now July 12, 12 days without a good working refrigerator. I ask you what good is it if you pay for a warranty company to cover your appliances when they can't even fix an appliance within in a reasonable amount of time. I already had problems with my air conditioning unit last month when temperatures went into the 90's and 2-10's first appointment would have been after 7 days of 90 degree temperatures inside my house. So I paid out of pocket to get a local repair person to fix my unit in less than 2 days. Again what is the point of this kind of coverage if the repair time is not at all reasonable...

We never missed a monthly payment with 2-10 over 10 years and to see a customer get treated like this is unacceptable. As of 11 July 2017 we still don't have the problem fix. Our next step is to get legal advice and make sure this type of behavior don't happen to another customer. BTW, anytime we call 2-10 they still give us the same run around. After over 25 years in the military I never thought I would experience something like this. 2-10 no excuse! It's hot as hell in Virginia, please fix my problem ASAP.

The people assisting me with my claims were very fast and very efficient. Most of the time, I'd try to call the local contractors. I talked with them, tell them the issue and they'd ask me the model number of the appliance. They would come right out on the appointed day. They take care of the issue and we've never had to call them back to readjust something. It's always done in time.

One of the things, on the other hand, is that the cost every year seems to go up. I wish it would stabilize but now, it's $75 for each visit. It was $50 earlier. It's approaching, in some ways, the cost of the majority of the repairs. I had to do it except in cases of a major breakdown. If it's only a minor thing, it's not cost-efficient as it used to be. Nevertheless, I would still do it. I'll remain a loyal customer, however, it would be wise for them to be careful about raising their cost every year because it becomes significant. Still, I would tell others to get 2-10 now as they did well on my overall experience.

What I found though is that 5 days after my service request (3 business days) the part that I need to fix my AC has not been ordered. In fact, I was told that the service provider tried to order the part because they have a local supplier, but 2-10 wanted to order the part. Then I was told by some very rude people at 2-10 that I had not hit the right button for the right department, there was nothing they could do to help me - because everyone is having HVAC issues and that in turn does not make my case something to escalate. I was told the purchasing department is overwhelmed and bogged down, they will be getting the part ordered as soon as they can --- but it may take 3-5 days for them to locate the part. WHY?? The contractor has a distributor! They can get the part!! Instead, what I see is a company that does not care about the customer, or the situation.

I was met with rude people on the phone or people who had no idea what was going on. Two customer service agents in a row called the contractor to try to find out what was going on, which is ridiculous. It also tells me that MAYBE my part gets ordered, MAYBE it doesn't. However now, I have no choice but to stay in town because I was told it could be this week, it could be next... no one knows. I'm incredibly disappointed in the customer service provided, and the lack of empathy and understanding. I understand that many people have HVAC issues in the heat of the summer, but if the contractor you work with is able to get the parts needed - let them do it if you are just so bogged down. Instead of telling your customer they need to deal with it because there is nothing that can be done.

Before the electrician even submitted their diagnostics report indicating it was not an electrical issue, I get a call from the claims department saying my claim was denied to a "power surge" which is supposedly not covered. I was told that if I hire an out of network provider and submit the invoice to them, then they would re-open the claim. So, that's what I did. The invoice I submitted to them with the diagnostics clearly described was not sufficient enough so they wanted me to call that company back and have them call in to provide the diagnostics details. I asked the 2-10 associate why they could not call and he said they do not have the ability to make outgoing calls. I have been hung up on, transferred in circles, and disrespected.

None of this makes sense: The reason why my claim was denied, how few of the associates know their company process (how to handle an appeal) and why my family and I have been without air for so long when we paid a significant amount of money for a WARRANTY SERVICE, that does not cover what it says it will. I have already paid $280 in additional deductibles and no one can tell me if or when this issue will be resolved. Truly a despicable company and experience.

First of all, he never tested the system as the main water valve to the boiler was not even turned back on. When the heat did come back on, we had no heat on the main level, and the heat upstairs would not shut off. He completely messed up our whole system...which was working fine until he touched it! I called him back several times, leaving messages every time and he refused to return my calls. I contacted 2-10 and told them what had happened. They stated that they would have to dispatch the same guy to repair the job and I would have to pay him again because he said the job was complete!!!

When I told them what he had done and stated I didn't want him touching anything in my house again, I was told that they HAD to give him a chance to repair it before they could approve of a different company doing the repair! WHAT?! I told them to forget it and that I would just hire someone myself to fix what he broke. I was told that they would consider a partial reimbursement for the job if I had the outside company do the repair and sent them the invoice.

I hire a very reputable company to come out and fix what that guy ruined. They stated that he wired all three of the zone valves up wrong and then never even replaced the valve that was leaking in the first place. He had also neglected to refill the tank properly from the last time he had been out to service the boiler and the water level was down by half... which could have burned out the pump and was not providing heat to the upper floor properly. Thanks man! All told, the new repair cost me $1200 to fix this guys screw-up, plus the $100 fee I paid for the first "repair"! I emailed the invoice to the customer service rep from 2-10 as requested, and months later, never heard a single word back.

The previous owners of our house bought this warranty for us, which I was very grateful for. If I was buying it on my own, I definitely would have done some research and read all of these horrible reviews before wasting my time and money! It is a shame that I have been sitting on hold for the past 39 minutes and I know whoever answers is going to tell me someone will call me back in 24 hours. I need answers about my money!

My experiences have ranged from: 1. making a claim, being assigned a contractor, and never receiving a callback requiring numerous follow-up calls to customer service. 2. Having an out of town contractor drive over an hour, collect a $75 service fee (now $100), state that the appliance could not be repaired requiring another (local) contractor (and more delays) to order and replace it. 3. Having a replacement appliance offered to me only in colors that were different from my other kitchen appliances.

4. The company offers no follow-up services, takes no initiative (unless it's to remind you it's time for policy renewal), and is only reactive to complaints and situations presented. 5. The customer service is always transferring you to numbers that circle back to people that cannot provide adequate assistance and won't even update your address over the phone without "transferring" you with further wait time. 6. The company still owes me money from a 2015 claim that they could not provide adequate support/remedy for and I had to repair myself. They never compensated me for the repair, yet they have a full account of the claim's details and discussions. Although I have accepted that I will never receive what's owed, I will not be using them after my current policy expires.

When they came out the first time they were sure willing to follow me to the ATM to get their cash as they do not take checks. Wow, but now my house is sweltering, my husband has respiratory problems and still no A/C at 5 pm. I cannot tell you how unhappy I am and at this point ready to cancel the policy. I can't believe I am spending my hard earned money on a policy that is useless. I actually called another company and guess what they could have come out today. But no I waited and what do I get for it. Nothing. Except a house that is so hot you would rather sit outside in today's 98 degrees with a heat index of 106!!!

Three weeks later we contacted the contractor and they said they never sent the part out to be rebuilt. This prompted another call to 2-10 (30 minutes on hold). They said the contractor did send it out. At this point we asked to speak to a supervisor and told there were no supervisor was not available. We informed them we expected a supervisor to call within 24 hours. That was 4 days ago. In the meantime I am going on 3 months without a range. I would not recommend this company at all! We are now considering contacting a lawyer to resolve this... This is ridiculous!

For the AC claim, a local provider called us to set up an appointment time and they were here a day later. It was very quick and they were really good. The technician called to say he was en route and we also got an email or text alert saying he was en route. He was here for an hour troubleshooting. He did the work that needed to be done and was pretty thorough. Then we got a follow-up from the local refrigeration company saying that the service call had been completed and the ticket was closed. So far, it’s been fairly seamless working with 2-10. They have been straightforward, easy to deal with and they delivered as promised.

The plumber left and said he would order a part for the hot water on the inside. I didn't know what part he was talking about, and he didn't get back to me. It was about a month ago and I just called the other day, and the contractor said they're not coming back because the man that came had already fixed it as best as he could, that I either need a new one or a handicapped one. And I told them I didn't think I needed a handicapped one because I turned it on fine before he greased and fixed it.

I gave a call to 2-10 Home Warranty, and they said they could send out a different plumber, but that I would have to pay another $75. I told them to just forget it, and that I would just keep working on the faucet and loosen it up a little bit. I really had to work on it with tools, and I'm just going to go with it as is. If it starts leaking again, I'll see if my son-in-law can have the faucet installed because I don't want to pay another $75. With that $150, I could have gone on and bought a new faucet. The house is old, and this faucet is just an old faucet and probably does need to be replaced. I have been working all afternoon since I talked to the rep on the phone this morning, trying to loosen that hot water faucet up so that I can turn it on and off. Now, it's not dripping water anymore.

Apart from that, the claims reps have all been very nice and prompt. When I call in, I get an email usually the same day that I call in, unless I call later in the afternoon. Also, the contractors come out right away and normally fix it. I had a contractor come out before, when I had a leak in the roof, and he was very professional. He came out, fixed it, and even told me to just call him back if the part starts to leak again and he will come out and fix it for nothing. Whomever 2-10 has sent out have all been very professional, and I'm very pleased. 2-10 has responded very well and normally, the people that they contact respond to me at a very timely manner.