2-10 Home Buyers Warranty Reviews

This particular issue looks like it should be covered as there is no language excluding the failed plenum, but now the denial has been justified as the records indicate the failure was in the 'secondary drain pan'. What?!? How did they get that? Apparently the techs use a web interface to report issues and possibly the main issue has not been properly communicated? Now I'm getting the run-around initially saying that the issue was a 'pre-existing condition and is not covered'? Huh? I had the furnaces inspected and serviced prior to buying the house and nothing was discovered then.

I have already spent $200 on service deductibles and probably six hours with techs and phone 'customer no-service' personnel just looking to deny claims. No one wants to help you - they are just looking for ways to say your claim is not covered or that the claim is on hold waiting for some other individual or process in the bureaucracy. Do not waste your money or time with this warranty company.

I also had my air conditioner compressor fail. The replacement cost on that was 580 bucks. Where I live, there are not a lot of people working on these things and 2-10's database showed they would only do a replacement by 240 bucks for that part. I had to play a lot of games with 2-10 to get them to reimburse. We even had to pay money out of my pocket to get things fixed.

There was also the time when a company came out and gave me a quote to replace my air conditioning unit. That was 1,845 bucks. But 2-10 told me that the industry average is only 940. When I asked if the company could do the replacement for 940, they said no. I had to pay the difference and I had to negotiate with the contractor. I paid 2-10 $400 for a three-year contract for my stuff and so far, I’ve gotten $2,500 out of them. I’m okay with that because that’s money that I have saved, but it is a pain in the rear end. People asking about 2-10 should do their homework.

Then, I had a leak in my living room upstairs and when I submitted a claim, the same thing happened. 2-10 sent a plumber down there who made a big old hole and in the end, they couldn’t do anything about it. I also got tired of trying to get a hold of 2-10 or the plumbers and I coughed up the whole money for the repair myself. I got a handy guy, he fixed the whole thing for me, and that cost me about 300 bucks.

One time, I submitted a claim for my dishwasher. But I reset it and already unplugged it before the tech came out. So when he came in, he just plugged it back in and it worked. That was it and I paid him 60 bucks. At another time, I filed a claim for fixing a patch in the living room and it took forever for 2-10 to send someone out. They couldn’t get a hold of anybody for anything. So when they were calling me to renew my contract, I asked them why would I renew when it has been two months and they haven’t even finished this patch on the ceiling. It was pretty bad and I got upset. However, I’m not an arguer, so I didn't call them to argue about it. But when I called them one time to tell them that they haven’t done anything, they gave me a bunch of excuses and I ended up paying for the repair myself.

To my dismay, the superior service no longer exists. Per my service contract, I requested the Pre-Season HVAC Tune-Up on October 15, 2018 well within the specified time-frame. It is now October 31, 2018 and I have yet to speak with a service contractor regarding setting an appointment to service my HVAC system. When I reached out to the 2-10 customer service reps I was told that the new service contractor would be calling me that evening. I still have not received that call or follow-up from a contractor or customer service rep. I called yesterday to express my frustration and was told yet again a service contractor would call.

This did not happen. Today, I had enough, I called to speak with a customer service supervisor and was told they were all busy and could not help me. I called again and was read the service agreement and told that the best they could do was connect me with another service contractor. This would be the third service contractor. However, instead of connecting me to a third contractor they have sent me an email stating that I can pay out of pocket for a service I am paying them for. This is not how business should be done and I’m extremely disappointed.

I appreciate how friendly and amiable the representative was. My wish is thst it hadnt taken since the beginning of April to resolve.

My other repairs this past year were covered, a faucet was replaced for the service charge. A toilet repaired and the air conditioner was repaired as well. All were relatively quick and the people the sent to do repairs were from highly regaurded companies in my area.

Original Review: Oct. 30, 2018

My stove was leaking gas. 2-10 offered 100$ for a rebate if I purchased a new stove and sent in the original receipt and claim form to them. After sending and then waiting months I contacted them. They say there is nothing they can do because they 'never received the receipt or claim.' They have been quick to put their hand out to renew the warranty.

I am a disabled widow taking care of my 2 infant grandchildren and living on 1052 a month. That 100$ represents a huge portion of my monthly income. It was very difficult coming up with the almost 400$ for the stove plus an additional 80$ to have it installed. I couldnt believe for the massive amount of money I paid that they didnt cover replacing the range. Then to say they never received my mail. Likely story! Shopping for another warranty company. One that does more than disappoint.

2-10 presumably creates an agreed upon rate towards something with local contractors and when I put in a service request, 2-10 has a mechanism that tries to find somebody in my area whom they’ve contracted with. But then, it's in their hands that's why even though I'm citing that there’s a complaint or an area for improvement, I appreciate that there's only so much 2-10 can do because they don't have any control over how soon the contractors may act on the service request. I always have to call again and tell them that it has been three or four days and I haven't heard anything from anybody.

It doesn't say whether or not they switched to a different provider and it usually takes one more call to do it. Other than that, I've been very happy with the service. The contractors I've had contact with were so cool. They've done the job and I have no complaints at all. The issue has always been easily resolved. I've recommended the service in general and I wouldn't discourage one from joining or from signing up with 2-10 Home Warranty.

So I called 2-10 and they are all apologetic but no one will help me. They tried to give me the service provider's number again which I already told them I called. Then the supervisor tells me my only other option is to hire someone myself and wait to get authorization for the repairs and submit the bill to maybe get reimbursed. Meanwhile we have no heat! This company is a JOKE! Will not be renewing this coverage when it is up.

When the part was not delivered on this date, I called 2-10 and was told that the part was shipped to Pennsylvania and it is being re-shipped to New Jersey and it will take 5 business days. I called several times and every time I was told a different story. I called again last week and was told that the contractor will have the part on 10/19/18. I asked to speak to a supervisor and I was connected to a woman by name Monica (ID **) and she was very nasty to me. She told me that the repairs on my air conditioner were being delayed because I rejected the first contractor because he couldn't come to my house right away.

The worst thing, when I asked her to put herself in my shoes and tell me if she could have slept in temperatures close to 90 degrees, and she said she would have. As of today, 10/26/18, the part has not arrived. I called 2-10 this morning and I was told that the part has just been ordered and the contractor will receive it on 10/31/18. So all along I was being told lies, it has been 37 days now since my air condition broke down and I don't know when it will be fixed. I don't believe anything that 2-10 tells me anymore. They have been lying to me all along. I will believe them when I see the part and my air condition is fixed!!!

After over a month of back and forth calls, our claim was denied because it was a “pre-existing” condition and we should have had an HVAC specialist look at it beforehand. It passed the visual inspection. Was disgusted with every aspect of the way the company handled the whole situation, had to pay out of pocket for these repairs, and also revealed the AC unit had zero coolant in it (the contractor came about a month ago). Canceled the warranty and demanded every cent reimbursement. DO NOT BUY... Entirely worthless company.

If someone asks me about 2-10, I'll tell them to be prepared. I've been with them for almost 15 years now and they've jacked their prices every year. Also, they've sent some good and some bad contractors although it’s never been that big of an issue. In my business, I pool subcontractors all over the country and you'll never know if you got a good one. You think you do and they show up and don't do such a good job. By and large, if there’s a problem with the contractor, 2-10 will change it.

However, I experienced issues with some of the contractors that they have recommended. Sometimes they engage me with someone that says they are out of the area. While it's not a big deal, I had a couple of guys that I called to make an appointment but they never pitched. Then I've made another appointment but they have never showed up. In cases like these, I try and get a hold of 2-10 again. I have someone there, who is almost like a personal agent I can speak with. And they follow up on a regular basis. In fact, they might phone me three times a day. Then they work directly with the contractor to make sure that they do get in contact. So far, some patching was done and whatever claim we had was fixed. In addition to that, the guys who came out were very friendly. They asked if I had questions.

When 2-10 finally got me a tech and he came over, he fixed one of my air conditioners. He also charged me for the Freon that he put in it and said that it wasn't part of the warranty. The next month, the other air conditioner went low on Freon as well, so I had to call back. I had another guy come out and he said that the Freon is part of the warranty. So he asked why I had to pay $150 for it. I had to explain to 2-10 about that and that turned into a mess. The guy said that I needed to produce some sort of a receipt and I couldn’t find the receipt because my wife buried it somewhere in all the other mails. So, I never got that resolved and that experience wasn't my cup of tea. But other than that, all the other claims that I submitted with 2-10 have been flawless and the other contractors who came out were perfect.

I had already given him $100 for coming out and then I had to pay him another $100 to come out and fix the problem that he had created. So I called the home warranty company. I told them I shouldn’t have to pay them the extra $100 because it was their mistake. They said they would fix it and they did. So then everything was cooking along.

When I had a plumbing issue, everything was fine. But then this year, I had a claim for my air conditioner and it made me so mad. Whenever it got above 90 degrees outside, the air conditioner could not keep the house cool enough. I had somebody come out and 2-10 said this one company was gonna come out and fix it. That was on Monday. The contractor called me and scheduled an appointment for Thursday. It was fine. It does cool off in the evening and I was just going to turn the lights off. But when Thursday rolled around, nobody showed up. So I called 2-10 back on Friday. They called the contractor again and that time, a guy called me and said he never got my order to come out here. I told him that I did because I had talked to this guy and they had scheduled him for Thursday. But he said it was not on there. So somebody deleted it.

I went through three different companies to get somebody to come out and fix it, and those were all through the home warranty. I talked to one person at 2-10 and they said they couldn't find anybody else to come out and fix my air conditioner. Then I told them that I had used this one company the year before. They were really nice and I liked them. I was told to get them to come out and give an estimate then call 2-10 back.

So I called the contractor and they gave me an estimate of $2,000 to fix the air conditioner. They were gonna take out a coil that had a hole in it and was leaking. I needed to call 2-10 and I asked the contractor if they could talk to 2-10 because I didn't know what they were saying. We called 2-10 but they said they were not paying the contractor and that they would get their own. But why haven’t they gotten somebody out here in the past three weeks? Then it degenerated from there.

Three weeks had gone by before somebody finally came out. 2-10 got that first company. They called me and sent somebody out but they were very rude. They talked to me like I was a two-year old. I don’t know a whole lot about HVAC system but I do know generally what’s going on. They said that the reason the filter, which was in the ceiling, was bowed upwards was because it was so clogged with animal hair. They said I had too many dogs and cats. I said that they were crazy but he continued to go in that route. I told them that the filter had always done that, even prior to the animals being in the house.

They continued on and I said fine. But when I asked if they had fixed the problem, they said that just poured some anti-leak fluid in it. So instead of fixing the problem, they just put a band aid on it. It didn’t fix the problem because the next day, it was 99 degrees outside and although I had it set on 72, it was up to 76. So I lodged a complaint. I told the young woman from 2-10 that I was upset of this. I didn’t want a band aid. I wanted it fixed. They said that they would just send the company back out and they would put more Freon in. But then I would get charged another $100. I’ll never use that company again.

I saw how it was going. 2-10 would keep billing me for $100 and then I pay them $700 for nothing. And they were holding on to whatever more money I gave them. The young woman and I got into a yelling match. There was one person who tried to get me somebody to come out. She was very nice. She really wanted to help me. But the rest were just doing their jobs. There was no empathy.

My policy is up for renewal so today I called to better understand the HVAC coverage options and couldn't get a clear description that would allow me to make an intelligent decision. On the positive side they did repair my pool pump when it started leaking and I've had a couple of slow drains and a HVAC condensate pump replaced. Overall I'm quite disappointed with the company. I don't know if their competitors are any better but my experience over the last 3 years is not good.

The goal of this company is not to pay out any money and find any loophole to not process a claim. I submitted the claim and was told they would have someone contact me during that week. I explained to the representative that we had a individual at home with a heart condition and a new baby coming any day, I could not wait and the company I had evaluate the equipment was able to install within the next few day. She explained to me if we used a contractor out of their network it would be reimbursed at a different rate; I understood. I was then given an job number and was told I would be contacted to submit supporting documents. I was contacted and submitted what I had from the contractor. This is where it all went wrong.

The job number I had suddenly changed as it was not from an outside vendor, no one informed me. After submitting multiple documents and numerous phone calls I keep calling. The communication was poor, I sent in documents they were calling for already, no one reads notes in the system. I was then told I needed more information, I tried to arrange with the vendor to communicate with 2-10, they don't return phone calls... I finally got to a supervisor who said she would follow up... during the time I sent all my documents to her; still received calls from other reps telling me I needed to send documents, I explained she had already had them, they could not see them in the system, very frustrating, one hand doesn't know what the other is doing.

They initially told me reimbursement is within 7 days - not true. They bounce you around and around in a cycle of confusion, so you can't even figure out what is up. There are time periods without communication. In the end I finally received a "call" from a manger claiming he was going to help... his help included telling me I didn't get this pre-approved, no one told me till now, the initial operator told me it was reimbursed at a different rate, he asked me why I got a whole new unit when it was the compressor only, well it was 14 years old! That's why. He then asked well if something breaks in my car do I buy a new one? Everyone here unprofessional, there is no follow up, customer service is no existent and the goal is not to pay. Good luck.

Returning to my home on 10-05-2018 with the additionally ordered parts. After he tried installing these parts the oven was still inoperable. He said he was going to close out the ticket and advise 2-10 Home Warranty the oven is nonrepairable, and they would need to make a decision to replace or to get a second opinion. Another week goes by and 2-10 Warranty said that the claim is closed and there’s nothing they can do about it. My oven is still nonoperable and 2-10 claims there is nothing they can do. Do not use this warranty company.

Our compressor has been being shipped and re-shipped all over America. I was supposed to get a call today about it is finally arriving in Birmingham but NOPE, Nuh-uh, Nada... No air, no a/c and my husband has been having to recuperate from knee replacement surgery in a bedroom where we have to turn on a portable fan to get air circulating around for his entire recovery. PATHETHIC. 2-10 YOUR LEADERSHIP NEEDS TO MAKE THIS RIGHT.

Original Review: The only reason I'm giving two stars is due to the fact that the third contractor I was assigned actually had a live person who answered their phone and they were responsive as far as the initial service call. The first two contractors (Hodges in Birmingham, AL) was one of them never returned three of my phone calls when they didn't respond to the service call. The second contractor didn't respond and the third contractor is now telling me that 2-10 hasn't confirmed whether THEY will be ordering a compressor for our AC or if the Contractor will order.

I told the contractor that the compressor wasn't going to order itself and she said "Yeah it's been up on our board for a while"... Oh my gosh??? My husband returned home from knee replacement surgery three weeks ago which I have told everyone involved about our medical situation at 2-10 and they are very apologetic and then do nothing. Hello September/October in Alabama is hot. Average temps have been 93 during the day. I really don't know how 2-10 stays in business. Three weeks and nobody knows when/if we're getting a compressor and our unit must have one for heat or air. My advice, do not use 2-10.

The "Customer service manager" tried to blame me for my naiveté. She refused to do anything about it, claiming, "If I had any question that [2-10] would not pay for the washer, I should have called for clarification." Please understand, I had no indication they would NOT pay. I'm not suggesting I have zero fault. I'm suggesting, primarily, the company could give two ** if I was confused and lost a lot of money due to their confusing suggestions. This company is AWFUL!!! DO NOT select this company for warranty of your home!!!

Now, 2-10 said that they couldn't replace the refrigerator because it was "not broken". But I was like, "The climate on the refrigerator is to stay cold. If it doesn't stay cold, it's broken." So they told me that I had to wait for it to break completely like not get cold ever, because I've mentioned that it got cold, and that's stupid. I literally begged them in order to get a decent refrigerator.

After everything was said and done, had two specialists out, but 2-10 wouldn't pay and so the specialist charged me to come out for the visit. He went, did the refrigerator, and said that he could replace the piece which he charged us 100 bucks and I never got reimbursed in 2-10 for that. Then there was one of the specialists that was taking his job super serious. I was trying to explain to him why the refrigerator needed to be replaced, and he ended up getting into it with the specialist on the phone. The professional guy tried to tell him that the refrigerator was broken, but the guy from the phone was trying to tell him that it wasn't like that. That's not how the specialist does his job. So, it got so bad that the specialist got off the phone and said to me to tell that company to never call him again as he never wanted to deal with them.

I was going back and forth with 2-10. There were times when I've been waiting for a phone call back and they said that they would contact me in two days. Six days went by and I had to call back and then they were like, "Oh, yeah. Well, we have your claim available". I asked them why they didn’t call me. It just went an entire a weekend and I couldn't call them obviously over the weekend. There was a huge lack of response and I had to do all the work in order to get my refrigerator replaced.

It took me almost three weeks to get a refrigerator. I was feeding my new-born, my wife, my two teenagers out of literally ordering pizza and eating out every day because we couldn't store food and we lost a lot of money. 2-10 ended up sending a $900 check to buy a new one and we paid the difference of $300-$400, 'cause the way refrigerators work, if we'd go under $900, we're gonna get crap. I was almost on the point where I wanted to get another insurance. We ended up going to Farmers and leaving 2-10 as 21-10 didn't really cover much.

I kept calling to find out how long this was going to take. I talked to the parts department on 10/11 and they said they was going to expedite the order and then on 10/12 I get an email stating the part would be ready on 10/18. I do know there is a part store here in town that actually had 6 of the parts in stock. I live in SC and it is still warm in October. I had also explained I have a grandson that lives with me that has a traumatic brain injury in which he needs it to be cool. So now the part will be in on 10/18 and then I have to wait for the contractor to fit me into his schedule which will be probably some time next week. At this point is will be like 3 weeks with no air. I am so disappointed in the service.

And now I am still waiting, about half the time my calls don't even get answered and throughout the entire process I've had to call the technician rather than them giving me an update on how they're going to fulfill their part of the contract. I have no idea if this is just an attribute of workers in the south or the quality of contractor that 2-10 works with, either way this is not a rare case and I'd caution anyone before they enter into contract with this company. When calling for support with these matters I'm met with staunch resistance to do anything, the support representatives assuring me "There's nothing you can do about it. Just wait".

We opened our service request on the 28th and still have not even heard back from them on what the problem is, if they can repair it, if there is a part that needs to be ordered, or if they have to replace it. My guess is that they will find some loophole as to why they will not cover the fridge. Which is exactly what they did with our microwave a couple months ago.

We called them every time and got different answers. Their only solution is to send a different guy to come again and diagnose the problem to wait again for the parts to arrive and then to schedule installation and again it's going to be over than a month waiting. This is not how business supposed to work! Not professional at all. Do not work with them. Very disappointing. We ask several times to speak with a manager/supervisor and no one called us back. We feel like it's a scam and no one from 2-10 take the responsibility about that and help us. To give them 1 star it’s even too much for this company! And it’s also take them a long time to answer the phone.

However, we had an issue with our garage door and that was less of a satisfactory experience. Because the house is under-maintained, it's not covered under the warranty according to the service technician. When the dishwasher went down, I did the new dishwasher program but because we got a new dishwasher, they didn't cover the repair on it. 2-10 has been a good service, but I had some minimal exposure through Sears Home Warranty in the past and I found that far superior to other home warranty products that I've had.

Now, my fridge isn't cooling. They've sent out a company that never showed for their appointment with me. The company called and told me that I missed the appointment and if I could reschedule to the next day. I had to ask why they didn't show up and all they could say was it was a technician issue and got a sad "sorry." They proceeded to come AFTER the appointment time and ordered a part through 2-10 at my house. They never called me to tell me if they received the part and I had to reach out to 2-10 a week later. 2-10 got me an appointment a week later due to them having my part. So, I received a call from the person who was supposed to come by and found out, 2-10 sent out a brand new company who had no idea what was wrong with my fridge. Here I am, a month later, still without a fridge. I will never recommend this company to a single soul on this entire Earth.

Recently, I had to check a work order on my refrigerator to see if they could come out and check it. I made a phone call, but that phone call took a little too long. I just did it online and it was convenient for that work order, and the person that was gonna do the work got in touch with me quickly. They contacted me in less than 48 hours.

I also had a track system that burnt out and initially, they said it was something electrical. They had it fixed, but the track went out again. They told me how much it would cost to do the Kim Lighting, so I decided to go with Kim Lighting instead of a track. The contractor that came out for the lights was great. 2-10 said that they could cut me a check and they would close out the work order, so I sent in the payment difference of a hundred bucks and it was good. However, when I had a toilet that was leaking, it was not covered. So, I had to pay out of pocket to have that replaced. But when I had another claim to replace my water heater that had died and had flooded the garage, 2-10 replaced the water heater and it went really well. So far, 2-10 has been good. I haven't had any issues. I just wish that if there is a high volume of phone calls, they will have the callback option. I like the online work order submission process though because that's easy.

Third contractor wasn't available for 4-5 days. Meanwhile, it's been 3 weeks, 80+ degrees in my home, losing sleep. So, I chose an out-of-network contractor who was available next day. Was on hold for 1+ hour with 2-10 to try to get authorization prior to fix. Now, they will only reimburse 20% of cost. I will NOT be renewing my home warranty contract. I prefer to call recommended, high quality contractors myself- and pay out of pocket than use their unprofessional, unreliable contractors. BAD experience- does not have the homeowner's best interest.

Supervisor, Janice (if that is her real name) proceeded to do absolutely nothing to provide basic customer service skills. Refused to do anything (not even provide a basic apology for original contractor not following up to schedule the appointment). Supervisor refused to provide any options, other than saying I could wait another week for another contractor and I would absolutely not be offered any other option but finding my own contractor and be reimbursed (possibly). Not the first negative experience with 2-10 staff, but will definitely be my last. Company needs to do some serious reflection on what it means to provide basic customer service to their customers, we have a choice on which warranty companies to use for our home warranty needs.

When I contacted 2-10 to check on coverage, I was told I had no extended warranty, only the remainder of the builder's warranty. After talking to several people with 2-10, none could answer my question of the coverage on a previously covered repair. I talked to my real estate agent, and she put me in contact with a supervisor. After talking to the supervisor, I received an email from her which was obviously sent to me in error, as it was alluded to me not understanding it was not covered.

I sent this email to my real estate agent, telling her of the service I was receiving from a company she recommended. Shortly thereafter, I received an email back from the supervisor stating the email was not meant for me, that it was regarding another claim. Either way, 2-10 has an issue with dealing with claims, and it seems like they would rather deny than assist. My real estate agent was able to obtain a warranty for me, but I will not be considering them for future coverage.

Our claim was then thrown out by 2-10 as our heater was too big and somehow not covered (never saw any fine print on this), and then reported that connections were reversed on the heater (a 20-yr-old heater suddenly reversed connections?). I called and complained to 2-10 questioning the quality of the workers they sent into my home. They held firm — and now so will I — farewell 2-10. I’m going to find a real warranty company, not this sham called 2-10. I encourage everyone to stay away.

Another person came out and we never heard from him again and then finally, I called 2-10 and they sent out whoever their highest rated person in the area was who knew what the problem was. Luckily, it was in February, so it wasn’t too bad. Also, we only paid the $75 the first time. I also paid for some cleaning and maintenance that was not covered but that was fine. During another time, we had a plumbing issue and 2-10 had one person come out that did a great job. Overall, 2-10’s customer service is really good. Like once I finally called and talked to a person, they were like, "We had to get this fixed for you." So, I appreciate that.

A first-time homeowner should use 2-10 because the house has a lot of issues that they don’t realize will occur, like a toilet that leaks or a water heater that leaks. And 2-10 really takes care of the issue that first-time owners don’t know about. It is a very reliable warranty that everybody should absolutely look into. I really appreciate 2-10 and I recommend it to anybody.

The rep referred me to another contractor and guarantee to me that this new contractor will be able to come to my house that day or the next day. The following day I called 2-10 after not hearing from the contractor. The rep told me that it is out of their control that I haven't be able to be paired up with a contractor that can help me. I requested to talk with a manager, I was placed on the phone with a supervisor named Shadee, who had a attitude because I was irritated that no one has been to my house in over a week now and my fridge is still leaking.

Finally 2-10 set me up with another contractor that was suppose to call me and never called me. I finally received a phone call from a rep that said I can pick a contracted, and I would have to pay the contractor out of my pocket and submit the paperwork and might get reimburse (again why have insurance if you "might" reimburse me). When I tried to explain to the rep that, that does not make sense, she tells me, that she had to pay on her car insurance for repair before the insurance would cover it, so I let know her to re-evaluate her car insurance company. I can't wait for this contract to be over so I can get a reliable home warranty.

Finally, I called 2-10 and they said that the reason the contractor didn’t call me was that the contractor backed out, even though 2-10 was the one who sent them to come. They also said that the claim should not be covered so it ended up in a debate. They were saying that they don’t cover noises on something but then they are also saying that if somebody comes and finds out that the reason of the noise is a mechanical problem, they will cover the mechanical problem. I got a different company and paid them on my own to get what the problem was. They said it was mechanical so I called 2-10 and told them that. I called 2-10 to pay for the labor but they said they don't cover that either. I ended up just giving up. Eventually, my heating system was repaired but I paid for it myself.

The floor drain is not covered because of maintenance...those are supposed to be cleaned regularly. I said I know but the drain is clogged, I don't think it got like this in 4 months. My policy says that drain stoppages that can be cleared with a regular sewer pipe are covered. On the phone the person told me that's basically snaking a drain. I said yep, which is what needs done...so how is this different? Well...mine is maintenance.

The person on the phone somehow said because of the filtration system (that's for drinking water), that shows that snaking the drains are maintenance. I then said, "How is it maintenance after 4 months?" Obviously the previous homeowner didn't maintain the drain and now it's clogged. The person on the phone then told me if the issue is from something before the warranty period, it isn't covered. I said, "Then what is the point of this warranty because it's to cover issues that come up in the house that I JUST bought?!"

I asked for details of what a drain stoppage was and why mine wasn't covered. I was told it's complicated and again...mine was maintenance because of the filtration system. I explained those two things do not impact one another in any way...and still the same answer. It's maintenance. I was on the phone for an hour and got nowhere. I asked if the contractor needed to resubmit the claim with more information and was told that wasn't necessary. I asked if the claims should be submitted separately and was told no. At the end I was told to have my contractor contact them, I asked the person for their name so I could tell my contractor and she would not give it to me. The plumber did contact them to clarify the issue and they still won't cover snaking the drain because it's a maintenance issue and cannot provide examples as to what is included in their policy for drain stoppages.

I was considering extending my warranty after the period is up. But the person on the phone was so rude, almost treating me like I am trying to take advantage of the system to get things covered. I'm just trying to understand and repeating the word maintenance does not answer my question. I also received two voicemails letting me know that the outdoor faucet is covered...but don't do it again (even though I didn't do anything the first time), and the other one saying that the floor drains are not covered and they don't do those kind of things. I was also told their policy is really more for appliances and HVAC systems. I will not be extending my warranty with this company.

The way that 2-10 has the warranty worded, they don't cover anything unless it's something completely egregious. One time a microwave broke and they couldn't fix it, but they covered it. With the dishwasher, we had service three times and the first time, they couldn't find anything wrong. The second time, they had to replace a whole bunch of things, but we just tore it out and it was not functioning again as well. Another time, the plumbing under our sink kept leaking, and the plumber came in and said, "It's just because this is the way it does this, so you have to make sure you don't turn it on too hard." He didn't fix the problem.

Now I have a problem, A leak in my HVAC a cracked overflow pan/tray which caused flooding in my basement. It also has saturated the duct coming out of the machine to the wall. (easily accessible). I called to get an update and they NOW advised that my duct-work would not be covered. I pointed her to the terminology in my coverage where myself AND the sales rep saw it. "INCLUDED, UP TO TWO SYSTEMS: Centrally ducted refrigeration systems, including heat pumps. Geothermal and water source system. Evaporative coolers and built-in electric wall units. Thermostats. Ductwork, modification of plenum when necessary to effect an eligible repair. Crane cost. Upgrades to maintain compatibility and/or compliance with SEER or refrigerant standards."

As you can see, there is a comma after "Ductwork" listing out the items that are covered. They are not in agreement with my understanding of this as well as their sales reps understanding of this. So I spoke with what they call a "Floor Manager" Monica (Employee ID **). She was not wanting to hear anything and just kept on telling me ineligible. Her soft skills were Atrocious, honestly the regular phone rep had much better soft skills. But I digress.

Wednesday I still hadn't heard back so I escalated with 2-10, who just called me back and stated repair is not covered. They have no record of a call where the contractor called last week and was told it was approved. We had renters and we were finalizing return of their deposit. I authorized all but $100 based on the contractor's feedback, and now I'm out the entire cost of the repair. We used 2-10 referred contractor because I was told we could feel confident in what they told us would be covered - obviously not. The contractor was Toth Plumbing in Asheville, NC. The 2-10 agent added that the contractor offered to do the work for me for what they would have done it for 2-10 and told me the price, but based on the conflicting information about coverage, I will not trust either of those parties.

The plumber got things up to a functional level and the sinks in our bathrooms are much better off than they were. However, he never replaced the stopper in the drain of one bathroom in my bedroom, but it worked much better than it was than the faucet. We also had issues with some other faucets that are spraying and were clearly not working well but 2-10 wouldn't cover those, according to the plumber. That is part of the reason why we probably aren't gonna renew. We had another issue with our AC coils needed to be replaced and we had to get people out here multiple times to get it fixed.

It really came off to us that 2-10 was just trying to save some pennies when the issue was clearly needed to be addressed. It wasn't a big fix that should’ve been done, but 2-10 wouldn't cover. This is part of the purchase of our house and we would stick with it and keep going if we had a good experience, but we didn't, and not necessarily with the contractors they used, but with 2-10 in general. So, we don't see ourselves going back to that in the future.

The second time we saw somebody else, he showed up drunk. The 2-10 rep had taken our side over things and said they would write that contractor off of their list. We were also given some money back for those contractors who went out and ever since the leak, we got our AC fixed by someone else. It takes a little bit longer to get somebody out with 2-10 and that can be frustrating.

The tech left and called the next day. He said the part was covered under the manufacturer's warranty. He also said that 2-10 would not pay for the coverage for the labor... It's in the fine print. The labor would be about $750. I called 2-10 and they said 'read the fine print' -- it's not covered. Net net, I have a refrigerator that doesn't work, and a home warranty that doesn't work. Stay away. There are a lot of warranty companies out there. You might want to use one that doesn't had so much fine print. It's time to cancel the policy and get in touch with the BBB. This happened the last time I called with a problem with our cooling system. After paying the deductible, the repair company called back and said 2-10 wouldn't pay. It was in the fine print.

On Sunday Sept 9 2018 my AC started blowing hot air so I called in service request. The Warranty company sent out Air Design AC and Heating on Monday Sept 10 2018 to fix my AC. My AC unit sits outside the house on the left side of the garage. The technician came and found the evaporator coil which is located onto of my furnace in the attic was leaking Freon. He wrote up a receipt when I gave him a check for the $75 that the evaporator coil was leaking freon. Per my warranty the evaporator coil is covered by the warranty at no cost to me.

I didnt hear from the Air Design by Wed Sept 11 2018 so I called. The receptionist said they were waiting to hear from 2-10 HBW. Thursday Sept 12 2018 2-10 HBW called me saying I had to approve $598 of nonwarranty worked that Air Design AC & Heating said was due to government code regulations. I said what govt code regulations, 2/10HBW could not answer, so they called Air Design AC & Heating and left a message. On Tues 18 Sep 2/10 HBW left a voice mail message for me stating they had not heard back from Air Design and said I should call them. I still have the message. So I emailed Air Design four times and called three times and also called 2-10 HBW several times.

Finally today Air Design called me back, they told me that $598 of nonwarranty costs are required by gov't regs. I asked what regs, they told me City of Stockbridge regs, then changed to Henry County regs to replace the evaporator coil sitting on top of my furnace. Costs they want to charge me when they replace the evaporator coil on top of the furnace which has no impact to the SEER rating, but according to AIR Design replacing the evaporator coil requires the following. None of this $598 costs are needed to replace the coil.n

$158 for Supply and modification? Supposedly to upgrade my 10 SEER unit to 14 SEER, $128 for drain pan... I already have a drain pan under the furnace. $40 for a float switch, my warranty covers the float assembly which includes the switch. $50 for haul cost, $58 for freon reclaim, $60 for drain line modification, Supposedly to upgrade my 10 SEER unit to 14 SEER, $112 for Line Set Modification, Supposedly to upgrade my 10 SEER unit to 14 SEER.

After my conversation with Air Design and then 2-10 HBW I called the an AC company and he told me evaporator coils do not have SEER ratings. That replacing the coil in a 10 SEER unit does not change it to 14 SEER unit. I would have to buy a new unit to get a 14 SEER unit! This fellow said, "Get your model number and check online for how much a new coil would cost.

2-10 HBW were supporting everything Air Design said, once I checked online I realized the 2-10 HBW and Air Design were trying to recoup the cost of the evaporator coil by scamming me to unknowingly pay for it. The even bigger scam I just found out today that the Federal government in January 2015 no more installation of 13 SEER AC units! That regulation went into effect 11 months before 2-10 HBW sold me three years of warranty coverage, what a scam! Please help I need my AC unit fixed, they count on a woman to be desperate and just pay. I sent this same email to an investigative reporter in Atlanta. This company is a disgrace, the only numbers published are to a call center that does nothing.

Updated on 09/29/2018: I am hoping I am mistaken about this, but the more I search the internet the more I realize I got scammed. Air Design AC and Heating sent a fellow out with the part to repair my AC, the evaporator coil, etc. This was supposed to be 14 Seer unit with a conversion to allow R22 freon to be used; I paid $486 for the parts and modifications to fit my system that weren't done.

Anyway Jennifer (2/10 HBW) told me she had ordered Goodman parts for my HVAC which I was pleased to hear since I have an Amana system. Why she wasnt ordering Amana parts I don't know, but Goodman ensured a good fit to my existing system. Jennifer said she had contacted Maurice (Air Design AC and Heating) telling him he could pick up the Goodman parts from the warehouse. Well Daniel and Jose who work for Maurice, not sure if either are licensed in GA, came by at noon to replace the coil and other parts. Instead they took my whole Amana system off saying the coil and everything was in the 'casing' and they were installing the whole new unit. I picked up an installation sheet that had a ADP warranty to register.

I watched all the work being done and after they left I filled out the warranty. Then I realized the install sheet didn't say Goodman, but again thought this was a distribution facility for 2/10 HBW. It also did not state the SEER rating or tonnage. I had company drop by and then later tonight I started googling. ADP makes universal generic AC equipment, it isn't a distribution center for 2/10 HBW. So I got some generic equipment and Air Design took my system and the Goodman parts and probably used it somewhere else. And I paid $486 for retrofitting the Goodman parts to my Amana system because of the 14 SEER parts. Per the internet the model number on the install sheet for the generic ADP parts are 13 SEER which you can supposedly modify and upgrade to higher SEER.

I just emailed Maurice about the ADP case & coil, whether they installed Goodman parts, and what is the SEER rating etc. I hope I am wrong, but this whole mess with Air Design has been a nightmare. Even after Jennifer spoke to Maurice about not charging me $112 for line modification and he agreed, Maurice had his folks call me and say that I had to agree to pay those additional charges if I wanted to get on the schedule. I had to call Jennifer and she had to get a three way conference call before he would say "Yes that's right he wasn't charging the $112." And 2/10 HBW made me deal with this man and wait three weeks to get my AC fixed, HMPF.

Based upon the assurance that 2-10 would pay for the repair, I said sure, whatever you need to do. It turned out the leak was not from the drain and was actually not something covered under our warranty, so we paid a handyman to come fix our issue. Fast forward 4 weeks when I returned from my business trip and called 2-10 to put in the drywall repair request. The representative I spoke with, Andrew, told me, "Oh no, they don’t send someone out, they just send me a check for $75.00 to hire someone to fix it." I said , "Wait, I was assured you would send someone to fix it at no additional cost to me, I highly doubt I can hire someone to patch the two big holes in our ceilings, retexture, and repaint them to look as they originally did." He replied all he could do was send us the $75.00 check for a “rough repair”.

At this point I asked to speak with a supervisor. I sat on hold for over 30 minutes, with Andrew came back on sporadically to let me know he was checking with his review team who were telling him again, all they would cover was the $75.00 check. Elizabeth, a floor supervisor, finally came on the line and told me the same thing. I notified her if her answer was still that they wouldn’t honor what I was assured regarding our drywall repair by one of their representatives I would be filing a complaint with the BBB. She said that was fine and she understood my frustration but all they could do was send me a $75.00 check.

Fast forward a few months later (end of summer) after spending all summer cleaning water off of the floor daily, called 2-10. They blamed the contractor. Last time I checked, they were paid the premium. They are now just ordering the part. When asked when it would be fixed, simple response "don't know." I guess maybe next year after another year of premiums is paid. STAY FAR AWAY FROM THIS COMPANY!!!

I spoke to customer service and they tried for two additional days to locate a contractor unsuccessfully. Their suggestion was for me to find somebody to fix my refrigerator "out of network", having been through this process with 2-10 before (when I wasn't willing to wait 2 weeks during the summer for service on my A/C) when I located a company that could do the work and received their quote, I called 2-10 to make sure they would cover the service call and estimated repairs. I spoke with Jared (they won't tell you their last names) and Jared authorized the initial service call for up to $150 to diagnose. I mentioned to Jared, that the company that was coming almost exclusively works on LG and based on our conversations they anticipated that they would be replacing the compressor and evaporator (parts are covered by LG) but labor was $350-400, so could he tell me if that was going to be covered.

No need to waste the contractor's time to come out to my house to confirm what he with a high degree of certainty believes is the problem if you aren't going to approve the repair. Jared didn't want to tell me what 2-10 would cover "hypothetically". Finally after 30 minutes of back and forth, he admitted that for this type of repair, that the labor cost was in the range of what could be approved. The service contractor came the next day 8/28, 17 days after I initially reported this to 2-10. Sure enough, the problem was a failed compressor. The contractor ordered the parts and would return to replace the compressor when the parts came in. Saturday 9/15/2018 the contractor arrives at my house to fix my refrigerator that I have now been without for over a month. I call 210 and after 40 minutes on hold, finally get transferred to claim authorization.

I explain the whole situation over again. I put the contractor on the phone with 2-10. He explains what he is onsite to repair, confirms the model and serial number of the unit and after a brief hold of 5 minutes, the authorization is denied because the compressor is covered under a manufacture's warranty. I was understandably upset, as this was exactly the situation I was trying to avoid when I scheduled my own contractor in the first place. This put me the customer between 2-10 and a contractor that I had to hire. This might be what no qualified contractors choose to work with 2-10. 2-10 maintains that in some fine print somewhere their warranty does not cover "parts" that are covered under manufacturers warranty, not appliances, parts...

I could not get the customer service representative, or his supervisor Trinka (also would give me her last name) to understand that this was precisely why people buy home warranties. When I asked for someone who had more authority to intervene in this situation, I was told there was nobody else at 2-10 who would see this situation any differently. I'm not certain Trinka understands what customer service means. I paid the contractor, because I when I tell someone something, I honor my commitment. I intend to cancel my home warranty with 2-10 and file a formal complaint with the BBB. 2-10 should be ashamed of these practices.

I talked with the plumber numerous times and he always assured me I would get an 80 gallon water heater. All this is happening on a Friday which means if he doesn't show up or if I want to protest then I go another weekend without hot water. I am extremely unhappy with the 2-10. The plumber showed up at 6 pm and was mad because it was a Friday night. He was suppose to be at my house at noon that day. The whole experience was a big mess.

The contractors that came out were nice enough but they were from far away. Under the best of times, our place was about an hour's drive but in high traffic, it could be an hour and a half so they would be the last people in the world I would use. They also had to follow the guidance that they were given. There was a wine cooler in the house and that went bad and they said that wasn’t covered. In the case of the air conditioning repair, you’re never gonna get a new one. This house has three air conditioners and three heat pumps. There were two contractors and one of them needed a new compressor that took forever to get. The other one sprayed some kind of stuff leaking inside the piping, so it would hold the Freon. They were gonna do the cheapest job available.

The insurance was pretty much the same as any other. If you buy one which is not inexpensive, you’re guaranteed of losing money whatever its cost and if you need it, it’s a big pain. I’d much rather not pay for the insurance and if I need a repair, I would get the people I want out here right now. The job will be done right and I’ll pay the price. There are certain insurance that you almost have to have such as car insurance ‘cause you could be sued for who knows how much. Bad things could happen. You could also need homeowners insurance. If your house burns down, that could be catastrophic. But for most people, certainly for me, if my refrigerator craps out, it wouldn’t ruin my life. I’ll just get a new one.

When they did call back I was given the name of a contractor and told I could call them directly. When I called, they were closed so I called 2-10 back and they told me they would add to me to a dispatch list. They finally called back and told me there was no one available in my area and I could go out of network. I was also not able to find anyone to come out. In the meantime, my basement flooded for a second time.

I called again this morning Sept 10 and was told that I was still on the dispatch list and should expect a call today. I did get a call and a contractor was sent to the house. I was informed that the sump pump needed to be replaced but that he needed authorization before he could complete the work and he left. 2-10 then called me and informed me that because of the cost, they had to escalate the case for approval before anything could be done and it could take up to 5 days. In the meantime, the restoration company that needs to get in and complete the clean up and dry out process will not do so until the sump pump is repaired, due to the fact it could flood again.

Now I have sopping wet carpet and furniture that is just sitting and starting to smell and I'm worried about mold growing. This seems to me like an emergency that should be taken care of immediately. My service agreement says sump pumps are covered and there is no mention of a dollar limit for sump pumps. I see it for other things, but not this and why does it take 5 days? It also states in the agreement it's an emergency if the condition endangers health or safety or further damage to the home. I would think that soaking wet flooring would be damaging and mold growth could be a real problem. I'm very upset with the service and want a new sump pump installed immediately! I already paid my $100 service fee!

Also the first time I talked to them there was no mention of this at all. Of course there were no service providers found in my area! Haha and they said if they couldn't find anyone after this dispatcher queue that I could find my own and they would reimburse the retail value, I'm sure that process is even more hellish than trying to get to talk to them. At this point I think I'm going to resolve the problem myself outside of 2-10 and cancel my service, in hopes of getting some of the money wasted back.

It has been an absolutely terrible experience. They charge $100 for every service request and within the first (3) three weeks we contacted them because the upstairs (7) seven year old unit was running constantly. It would never reach the temperature on the thermostat. They sent out a service provider Nu~Air (Pennsauken, New Jersey). That individual stated that all we needed was some coolant, which he provided, and new filters (which he did not install or provide). Keep in mind I had just replaced the filters 3 weeks prior after the move. The upstairs was noticeably cooler afterwards, but we were still having the same issue.

Nu~Air returned (2-10 Home Buyers Warranty waived the $100 fee this time, to their credit, because it was the same problem) and this individual said we had a hole in a hose that was leaking coolant. He did not repair the problem but said that he would contact 2-10 Home Buyers Warranty to see what was covered and get back to us. That was (1) one month ago. Since then I have not heard from Nu~Air or 2-10 Home Buyers Warranty. I have spent hours on hold because they are impossible to get on the phone unless they call you. It is currently 82 degrees upstairs in my house (It's 79 degrees outside). 2-10 Home Buyers Warranty finally called me back this evening and told me the next available appointment they could get me was next Monday between 11 AM - 6 PM. When I told them this was unacceptable and that I have a pregnant wife and 3 year old daughter in the house she said there was nothing they could do.

To top it all off, we have had utility bills of $600 (June) $800 (July) and $700 (August). I asked if they would reimburse us for at least the latter bill because the delay in service was their fault to which she said that they could not authorize that. After telling her I would take the Monday appointment (5 days) away and hanging up I called the company that was scheduled to service me and they said they had an opening Friday. Interesting that the 2-10 Home Buyers Warranty representative could not get me the Friday appointment.

If you are a realtor, buyer, seller, etc. DO NOT RECOMMEND, BUY, OR BUY A HOME that has this company. I have had some great experiences with companies that will do their best to make a situation right (i.e. in this instance cover one of the utility bills, or at least find me an emergency contractor to get the air back working). Clearly that is not the policy or mission of 2-10 Home Buyers Warranty.

I asked for the cancellation department because their customer service is getting worse with me and I don’t understand why. I just renewed for another year and they treated me like garbage. The next lady said she couldn’t help me, I asked for a manager and once again was on hold for another 20 minutes. I am still stuck with nothing completed. Obviously the first year might be great but after that, they don’t seem to care about you.

On August 3rd I received a phone saying that Air Design had finally sent in the diagnosis. August 7th I received an email stating that the diagnosis was accepted and I would get a phone call about the next steps. I did get that call and I was told that 2-10 was waiting on prices from Air Design for the job with just the part and prices for replacing the unit. August 8th I received a phone call from your purchasing department stating that I would need to pay $581 to cover parts and disposal that was not covered in my contract. She also stated that 2-10 would purchase the part and before they could do so I would need to pay first. I told her I would give her a call back. On August 9th the contractor called me to let me know that 2-10 had approved the work order and asked if I would accept the out of pocket cost of $693.

I asked that representative why my cost had gone up. She then stated that it did not go up and that was the price that was sent to 2-10 and proceed to give me the breakdown of the cost. I then called you all to find out what happen. Your agent then called Air Design while I was on hold. She came back on the line and stated that the agent had left off $112. I was really upset. She told me that she could reimburse me for the service fee that would be mailed to me and proceed with ordering the part. On August 10th I received a phone call from the same agent on the 9th saying that instead of replacing the evaporator coil, the unit would be replaced. At this time I had already set the date for the work to be done on August 17th between 11 and 3. The agent said once there was prices from Air Design, I would get a call about what my out of pocket cost would be.

I called right back and gentleman said that it would be better to replace the unit but could not give final cost because they were waiting to hear from the contractor. On August 14th I received a phone call from your agent stating that the unit would not be replaced. The evaporator coil would be replaced and he was not sure why I was told that. I called you guys back and your agent sounded just as confused trying to read the notes. She called the contractor and indeed the coil was just being replaced. She did not understand why I was told to pay first, or the unit was be replaced being that the contractor supplies the parts. She also stated to me the contractor would give me a call but that call never came.

This entire process has been a big headache. So many times during this process I was misinformed and the contractor sent to me is not good at all. Between the late phone calls and not so pleasant staff with the contractor to the confusing information from 2-10, I didn’t know what do or what was the right information. This is my second request but the first request for something of this magnitude. I did not enjoy the wait or how it was handled.

Once the repair was complete, the contractor wanted to charge me for work not completed. They wanted to do repairs that were not needed. This is the company that you have doing warranty work. It was bad enough having an AC unit not working properly in 91 degree weather with small children. I was referred to this company by my mother who has had 2-10 for years. After talking to her about my experience, she was very surprised and disappointed. I am really considering taking my business elsewhere.

She was not clear about how we should handle this and kept contradicting herself. She sent us an email with vague information stating something about the contractor calling to get prior authorization, even though I told her he had already been working on the problem and had taken a large part of the equipment apart. She was abrupt and unclear as to what we should do. We don’t understand why there isn’t some type of reimbursement in an emergency situation when we can’t get through because your phone lines are busy for hours. This was a situation that was out of our control. We ended up having to pay our HVAC guy almost $600 for a repair that we feel should have been covered if we could have gotten through to you on your phone line. We’re very unhappy with this warranty service.

All in all, having a home warranty is very valuable because if anything breaks down, you could call somebody. But I was very unhappy with 2-10 because every time they came to do something for me, it seemed like it was never covered under my contract. I paid $800 for that contract and I always had to put out more. So decided I was not putting up with that again this year and got somebody else. The people that I got now seems so much nicer and I paid less. And I had so many people tell me that they are great.

I was pleasantly surprised because I submitted four claims, and in the first year, we bought a new house and there were features that we wanted. It had expensive kitchen appliances but they were six years old. It had a 13-year old heating unit and aluminum wiring electric. It had things that I needed to watch that were all in good shape. So, when I needed to do something, I went in and hoped that it works good on our first one. Lo and behold, it didn’t work. They were responsive when you put it online and you get a phone call or an email right back which says the person has been notified and that the company was on the way and gonna call. It’s an interactive website that works both ways.

If I file a claim and it's picked up on their end, they send out to their vendor to come to my house and service it. They always tell me who my vendor is, their phone number and when they're gonna be there. They send that email and then the vendor makes the contact, so it's monitored well on the backside. It does no good if I file a claim and nobody's monitoring it. The customer service was okay and took care of us with what we needed to do. It's 100 bucks for someone to come out to my place. They came out and looked at the electric once and my air conditioner once. Fixed it both times for 100 bucks. My refrigerator was acting up, they came out three times and didn't charge me for the second two times because the people couldn't fix it. They decided that the fridge can't be fixed and they bought it out. They didn’t like it because it was an expensive fridge, so they paid a good bit of money for it. That worked really well.

I had a plumbing issue and I called 2-10. They called a plumbing company, who I never heard of before. Usually, I would google that company to make sure that it's a real company. I ended up talking to a supervisor for operations or customer service, but they took note of it. The guy came out, tried to fix my plumbing, and he couldn't fix it. He left and he said he would be back but he never comes back. I called the plumbing company and they said they were kinda busy and would get back to me and be out here the next day. The same guy came back with a new snake and he ran it through the drain. He couldn't fix it, and I asked where he wanted to go. He said he gotta go up on the roof and go through the thing, and they were not allowed to do that. The guy was nice but on the way out the door, he said he was not even really a plumber but a helper they sent out to fill the order.

I called 2-10, and they were very reactive to it. I gave them a brief story and a supervisor called me back and asked if I was serious. He told me to tell him what happened and I told him. I have a warranty, so we don't just call people helter skelter and somebody just comes out, and we don't know who we're talking to or who's coming into my house. One of the reasons we have a warranty is because they hire vendors that are under a contract. They have to provide certain things and they’re vetted in a certain way. 2-10 called me and then I asked them how they were gonna fix it if the guy, who was not a plumber, came here to fix that clogged drain, and did $10,000 worth of damage to my house. 2-10 was very cool and said that they would stand by that.

We talked a little bit about vetting people and whoever I talked to must have been high up because he knew about running a business. They used some of the same things I used to vet people, and I do a lot of stuff for military bases, and a lot of stuff in high-security areas, so they even use some of the tools I use. We had a long conversation, and they were very receptive to it. So, all in all, I was disappointed that that one slipped through the cracks.

They had six or seven service calls at my house in one year. One time it was right after a storm, literally after a hurricane in Jacksonville, Florida here. They sent an electrical company and the guy came out, gave us good advice, did good work and was very professional. It was the same with the air conditioning guy. I knew that company that the plumbing company slipped through, and it got me kinda upset but I ended up renewing with 2-10 because the price was right. I didn't mind it at all.

I was talking with my wife and I told her that we could put the average cost of something, work that formula, put $6,000 or $7,000 in a bank or in the IRA, then if something happens, that's enough for a down payment to fix the most expensive thing in our house such as the roof, an air conditioner or a swimming pool pump. I can get the roof’s down payment to get it started for six grand and then pay it off the next week, and that was our plan. We didn’t need to pay a warranty plan. However, on the first year, we wanted it to make sure there were no bugs in the house. We paid our own home inspector, and we did all of that before we bought it, but we still felt comfortable having that.

When it got around to renewal time, we said that they did a good enough job that they’ve earned our business. They shouldn’t take it lightly when somebody says that and they gotta fix that issue. That was very upsetting to my wife when she found out that guy was in our house twice, and he wasn't even a plumber and he had no paperwork to show he was a plumber. You gotta take that away from them, it was not their fault, but that was their vendor issue which was a major responsibility. When you send a technician to a house, he has to be a technician. Not the shop guy working out at the halfway house for $10 an hour. Whoever goes out to a house, there's gotta be a background check. Nevertheless, they've done very well and I would recommend them to somebody.

Now we're in summer and I have gone months without air condition. I had a work order called in but I was told they have no contractors in my area so I found my own contractor who came out and informed me that the work they did was completely wrong. The air handler that they installed is not compatible with my outside unit the compressor was hooked up with the wrong wires that did not fit and the contractor cut them to fit therefore it was getting double the amps that it should have causing the eight-month-old compressor to short out and stop.

It has been a living nightmare dealing with these contractors who do bad work and apparently nobody with the warranty department seems to care that I went all winter with a freezing cold house and now all summer with the house that is 90 degrees inside. I was told to email my work order from my contractor to their claims department and they would contact me to go over my options due to the fact there was damage to the house from the compressor shorting out.

I have been 3 days without hearing from anybody and this is not the first go-around dealing with this. My only suggestion is do not deal with these people because the contractors they hire do horrible work that is actually unsafe due to the fact they made wires work that were not the right ones causing my panel box to make popping noise before the compressor shorted out. Now I have an entire system that needs to be replaced due to faulty equipment being hooked up the wrong way and I am still waiting to be contacted on what is going to happen with it.

Considering I have my own contractor since they did not have one to send out, all I want from them is to acknowledge the fact they're contractors completely ruined my heating and air condition system inside and outside and allow me to have my contractor come out and fix the problems and pay for it because I have been stuck with miserable living conditions for almost an entire year.

A few days ago the a/c guy came out and looked over the unit briefly and took our $70 deductible. 2-10 reached out to us with a "we will cover 40% while you pay 60%" of the claim and then was given an option to upgrade from the basic plan to the supreme plan for only $90 and the items would be covered. I attempted to do so but was told by another supervisor that we could not. According to her because we had that company look at it already they could not allow that claim to be processed under the new upgrade. I told her we just purchased this house and had no clue there was an upgrade even available because the warranty was "thrown in". I could not believe she gave me the cancellations@2-10.com email and let a BRAND NEW client stay stuck in the heat. Texas is very hot right now and the individuals I spoke with that represent this company could care less, especially for a lousy $400 dollar part.

We waited on hold for over 45 minutes on the authorization number. The plumber had to leave to go to another job and the problem was still not fixed. I called the next day and spoke to customer service and explained the horrible ordeal I had gone through on my first service order. They said there was nothing they could do for my trouble. I spoke to the customer service manager Albert and explained the situation once again. He was very unhelpful and also said there was nothing they could do for me. They also ended up denying the reimbursement because the broken pipe was "improperly installed". Please do yourself a favor and stay as far away from these scam artists as you can!

At this point, we am not sure if we even need a home warranty program. we paid, in full, for a service that we cannot even use. We don’t have a lot of breakdowns, just an issue with the AC not properly cooling, and we can’t even get that taken care of. This issue has been going on for three weeks, and no progress has been made.

I was given the option to use an out-of-network service provider but the customer service rep REFUSED to send me any documented information on the general process or details of reimbursement for this type of switch. She proceeded to cut me off several times and repeated herself over and over like a robot. In the past, we've been satisfied with the customer service and performance of 2-10 Home Buyers Warranty but as of today, we will be looking to go with another company.

My contractor was willing to make that call since he was not participating with 2-10. His call was placed on hold for a very long time and I went ahead with the repairs and paid in full out-of-pocket. I called 2-10 myself and explained my situation. The person I spoke to was very helpful and she explained that someone would call me back to discuss. When I arrived home, I had a voicemail waiting that explained to me that the claim would not be paid, not even a partial payment. I would have expected a reimbursement in the amount equal to what 2-10 would pay their own subscribed contractor for those repairs at a minimum. For the 11 years I had a policy with 2-10, not one claim was ever handled to my satisfaction!

Updated on 08/30/2018: I wanted to provide an update to my review posted last week concerning 2-10 Home Buyers Warranty since 2-10 has not updated their position here on ConsumerAffairs. After several private messages between myself and 2-10, they are standing on their decision to NOT reimburse me for any part of my out-of-pocket expense on my claim.

I wasn't expecting a full reimbursement but at least the portion of the expense that they would have paid their own contractor for. I even had enhanced HVAC coverage and to receive this brush off certainly does not sit well with me. The thousands of dollars I spent over the last 11 years of coverage with 2-10 would have been better remaining in the bank. There is a good reason 2-10 has an overall 2.5 star rating. I was unable to select zero stars for my rating here so I'm leaving a 1 again. If you're shopping for home buyers warranty, please look into others that have much higher satisfaction ratings!

As for the contractors that were sent out, some have been great and some have been less than stellar. But as far as 2-10, we've been pleased with it. I haven't felt the need to go elsewhere. Having a warranty gives peace of mind. I know that if something goes wrong, I don't have to go out of pocket for thousands of dollars. When our air conditioner went out, it would have cost us close to $3,000 to get it fixed or replaced. But because we have the warranty, it cost us just under a thousand out of pocket.

I contacted the contractor that they had sent and they hadn't received any approval notice. I call them again and to my surprise, it was not approved. The company decided to send someone else to get a second diagnostic, since the first one that they had sent was asking for too much money to replace/repair. Now it has been 3 weeks going on 4 in 2 days, and no one has come to my house to get that second diagnostic. I live in Arizona, the second week without AC it was over 110 degrees. I am pregnant and with a kid at home, this situation is just unacceptable. I have called multiple times, being on hold for more than 20 minutes, talked to two supervisors, and my only response was that I needed to wait since the first contractor was asking for too much money. After reading the reviews on this website I don't know what to expect, I will probably have the baby and still no AC at the house.

Here I am waiting for an AC company to come fix my stuff, while I'm having a leak problem on my ceiling from the AC issue. I finally get fed up and call AGAIN... only to be told, "Hehe... Just kidding. It's not approved." I call up to a supervisor to fix this issue and he can't. I ask for his supervisor and he refuses to give me the next number up. Great customer service... I'd say. I'll make sure to tell anyone that buys a new home, or home warranty not to go with 2-10. In the meantime, I'm going to keep trying to get the next number and hope that someone that can make decisions can fix this issue.

I was told that it would take 3-5 business days (!!!) for 2-10 to ship the water heater from their warehouse to the contractor and that they wouldn't approve the contractor providing the water heater, despite the fact that they had one available and could fix it that day. I repeatedly asked if there was anything else they could do to hurry this process along (ship it overnight, approve the contractor to provide the water heater, etc) and I was told of the "buyout" option that would cost us $1100 and allow the contractor to provide the water heater. Seems a little extreme, but after having gone for 48 hours already without hot water I considered it. When I called the plumbers back they said the total invoice without using 2-10 came to a total of $1250. Basically 2-10 was offering to either only cover $150 of the total cost OR have me, their customer, wait for a total of over 7 days for a new water heater.

I contacted their "customer experience" department to try to understand the logic of this and was told that by utilizing their "nation-wide buying program" and letting them provide the part I was saving "soooo much" money. I explained to them that their monthly rate is the same as a prior home warranty company I had used and that the service fee they charge is also the same so I don't see how this is saving me anything, all it seems to be doing is costing me more time without something being fixed. He didn't really have much else to say other than continuously interrupting and insisting that they are saving me so much money. I finally got tired of listening to him speak in circles and got off the phone.

I called the plumber back and was told that normally with 2-10 they get approval to provide certain parts, like water heaters, because of the significant importance and that our case was the first time she had them refuse and insist on shipping the part. I called back 2-10 for the third time to try to plead my case again and ask why this situation was being handled differently. This time I got a disturbingly cranky woman who seemed slightly compassionate at first and then proceeded to raise her voice at me and tell that I just need to be patient and understand that she can't do anything else. Shortly after I got off the phone the plumber called me back and said that she had gotten a call from 2-10 and that they understand their customer (me) was "highly upset" about it taking so long for the water heater to get to them - would it be possible for them (the plumber) to pick up the water heater so they could get it installed faster?

The plumbers agreed and asked where they would be picking it up from - turns out they have a warehouse within 30 minutes from our house and it could be picked up the next day. I don't understand why it took three phone calls and getting spoken to in a very condescending and aggressive way for them to finally realize that they need to fix the problem sooner. It seems to me that they were giving me the long time-frame to get it fixed knowing that I wouldn't want to wait that long and would end up paying the "buyout" price and they would only be out $150. I don't appreciate companies that are dishonest to their customers, and I certainly won't pay a company for my business when they treat their customers this way. Once this water heater is installed I will be cancelling my contract and going with another company.

I decided to call in almost 2 weeks after the first call and was told the wrong part was ordered and that they would have to reorder and there was nothing they could do about this issue. It was the service provider who gave the wrong info because they need part numbers to order parts. The service provider just so happened to call me and said she don't know what's going on. She called 2-10 6 days ago to correct some information that was wrong and when she called back in they had not changed nor ordered any parts.

I have been on the phone with 2-10 several times and no one follows through, everyone blames the other person and they have no type of accommodations to offer you. I asked if I could pay for next day shipping. I was denied. I asked if I could purchase parts and only pay me whatever cost you get it for. I was denied. I asked If Service provider could get the parts from their provider. I was denied. If you know of any other home warranty place don't use this one. This company has lack of communication, no organization, and they don't complete what they start. PLEASE SOMEONE REFER ME TO ANOTHER HOME WARRANTY COMPANY. I NO LONGER WANT TO DEAL WITH 2-10...

Next day I call and I was told that another technician will need to go to my home (a fifth time!!!) which I was very upset to hear that. So I sent a complaint because I was not satisfied with that decision. I would need to leave my job AGAIN early just to have a tech to stop by a look at the equipment and then who knows how many more times just to get it resolve. Today, I got a call from Jennifer (Advocate from 2-10) which just repeated the same script from the customer service rep. (that they will be sending another tech) She stated that because the technician didn't provided a detail report the process must be start all over again.

I feel that I have been punish because their contractor. She stated that I could hire my own technician outside of the network (poor and bad suggestions). I told her that I will continue to write poor reviews about 2-10 - which in a very sarcastic way she stated - "you can continue to write bad reviews, they are all going to ended up on my desk anyway." Really? This is the kind of service and resolution you are offering? When I said I was going to look for another Home Warranty Service Company she reiterated that I was entitled to do that and basically she encourage me to do so.

A 3rd tech came out to fix that part and during his inspection noticed another part the original tech damaged. That part had to be ordered, was delayed and is supposed to be fixed sometime between 2 pm and 6 pm today (42 days after our A/C originally went out). Tech isn't supposed to be at our house until 8 pm and it's the original tech that came out to fix the compressor who caused these additional issues. I've requested that 2-10 replace my AC unit because I have no idea how much damage their contractor actually caused. They informed me they will only repair and not replace my system. I've contacted a lawyer and plan on bringing a lawsuit against the company. Living in Georgia in the summertime without AC for a month and a half is unacceptable.

But an air conditioner that goes down late June in Florida is somewhat of a crisis situation. I asked if I could still use Donovan and the rep said yes. I was told that the only thing I would do by calling an outside contractor is I would have to pay them upfront then send 2-10 the invoice and they would reimburse me. I even asked the rep if she was positive about it and she said yes. I did it out of pure caution and my reward is a $17 reimbursement on a $354 bill.

The capacitor needed to be fixed and counting the house call, the service and the part, the total was $354. I knew that 2-10 has a $100 bill deductible so I sent them an email to the email address the rep had given me, requested a reimbursement of $254 and downloaded the invoice. Then I got a call from somebody in their claims management department saying they were ready to send the reimbursement out and that they wanted to go over it. The reimbursement was $17.

They said that if I had used one of their contractors, the service call would have been $105 and the part would have been $17 for a total of $122. Then they had a total of $117 and minus the $100 deductible, they were sending me a check for $17. They said that what my air conditioner guy charged was too expensive. They said that capacitors are only $22. But I’ve had enough issues with air conditioners in my day and I know what things cost. Air conditioner capacitors cost way more than $22. You can’t even get stuff that goes in the back of your toilet for $22. Air conditioning companies also charge for labor and the one that I used charged $354 for our problem. In the state of Florida, that's very reasonable. I don’t know who 2-10 thought they were gonna get as their contractor. But it was ridiculous. They can’t sit there in all seriousness and tell me that a capacitor only costs $22 or that the work total was $122.

I didn’t expect the warranty company to cover every single dime. But I would like them to live up to a promise that was made to me when I got on the phone. I told Donovan what was going on and the guy said, “Oh, this is why we don’t align ourselves with these home warranty things because they do to you what they do to us. They take forever to pay. They try to chisel you out of every last penny.”

I also had a conversation prior to that where I called and asked 2-10 what the status of the reimbursement was. They started asking me for information that was already on the invoice. They asked what the diagnosis was, when the contractor came and how long the service call lasted. I kept telling them that that information was on the invoice. Finally, I asked, “Is there are any other information that you would need that’s not on this invoice?”

Plus their customer service was more or less, "It’s gonna be our way or the highway." The people didn’t care and there was a very long hold time. I held for 25 minutes and when I asked for claims management, I was on hold for another 20 minutes. Then I got rerouted back to the regular customer service number. I called again and waited on hold for another 15 minutes. I asked why they sent me to claims management and had it rerouted, and they said that claims management goes home at 8:00 Eastern. But it was 7:00 when they started that process. So it was either the representative didn’t have the right information or she blatantly lied to me.

I had one other claim where 2-10 sent somebody out to fix the garbage disposal. Somebody had dropped a screw down the garbage disposal and it was making noise. The contractor came out and found what the problem was then we had to pay $100 for the house call. But the air conditioner claim was a fairly big issue and it seems that the bigger the issue is, the more 2-10 is gonna be difficult about it. I’m not real happy. I will use 2-10 if something else breaks down in my house between now and when the warranty expires. But then I’ll get somebody else.

The one repair I had they were willing to "cover" was a toilet repair where it was discovered there was a broken flange -- aha! A covered item! But by the time you pay your $100 service fee and the "out of network" cut, the "coverage" was a big $6. I told them not to bother. I won't use this company again. Customer service is EXTREMELY nice and responsive so I gave a star for that. But the bottom line is, when the answer is no, every single time, no matter how nicely it's delivered, it's not worth the money. As a general rule, I think these products are a big waste of money, unless you have an appliance that's on the brink of failure. I salute all of you who get any actual project covered that costs more than your premium plus the service call.

At this point it's 8 days after our air went out. They estimate 3-5 business days JUST to place the order for the parts (which seems unnecessarily long to place an order), then up to 7-10 business days to ship and receive the parts (again seems long for a company that specializes in home appliance warranty and repair). So counting calendar days, and assuming it takes the max time they estimate, that would be Aug 22nd just to get the parts to the contractor. Then, the contractor has to schedule the work. That's 22 calendar days, without air, BEFORE the work to fix it can even be started.

In my opinion, that is a poor service provided by a company selling home appliance warranty and repair services. Comparatively, we have had two different outside contractors state they could fix the compressor or replace the entire unit within 3-5 business days, if we wanted. In addition to that, I have probably spent about 8 hours or so, over about 10 phone calls, to check in, request updates, and ensure the claim isn't being forgotten or delayed. As many others have stated, you have to repeat the same info over and over.

To complicate the matter, we have a 20 day old newborn. On more than one occasion, 2-10 has reminded me that their terms and conditions state (paraphrasing) that they can't or won't guarantee that a claim will be resolved I'm any specific time frame. I can understand that fast service may not be available all the time, but my opinion and experience suggests that language is used to allow them to take their time. Again, local contractors can do it in 3-5 days, this may take them almost 30 from start to finish.

For a company that markets and sells warranty and repair services to consumers, I would consider this a poor service. On numerous occasions, I have requested expedited service (due to the amount of time that has already elapsed) and that one agent be assigned to my claim for continuity and further assistance. I was denied each time and reminded that their terms state that they don't provide exact time frames for a resolution. I see below that another reviewer was assigned an "advocate." I also see that reviews were forwarded to an "escalations" department.

If 2-10 sees fit to respond to this review, and offer an advocate or escalations department, I would also request that response to include a time and day deadline that I should expect to hear from said advocate or escalations rep, and HOW they will reach out to me. Offering that someone will reach out to me without info as to when and how they will, would not provide me comfort and assurance that it would actually happen, as most of the contacts were initiated by me calling 2-10.

TO POTENTIAL 2-10 CUSTOMERS: it's wasn't easy, it takes considerably longer than hiring and paying a contractor yourself (albeit less expensive) and it has been a painful and frustrating experience for us. Keep in mind, I am posting almost 2 weeks after our air went out, they still haven't ordered parts, can't tell me exactly when they will, and only that it could be 10 - 13 more business days before the parts come in, then a few more business days for the contractor to fix it. We are looking at about a month without AC.