2-10 Home Buyers Warranty Reviews

Knowing a good bit about computers, that was a ridiculous lie. This same person also told me she was going to call a contractor to schedule our water heater installation, and a week later, I found out that she did not call them. Another blatant lie. All this was after weeks of calls even trying to get information about this claim at all. I am off work this week, so her telling me it would be done within this time frame was important. That, of course, being dependent upon her calling the contractor like she said she would, which she did not do.

I found this out a week later after I called the contractor myself, who told me he had not heard a word from them. Of course, had all of this been done in writing, the obligations would have been clear and established. This is an unethical company that counts on the ignorance of their customers in order to lie and manipulate them. I have worked with legal contracts before, so I KNOW they are ripping me off, as I have read the "fine print" over and over. Their lack of good customer service and ethical business practices is inexcusable.

Also, the contractors have been pretty accurate. They've come right out and they've done what they had to do, and they've filled out the paperwork. Then I've paid my deductible. They've all been very professional and fair, and mindful that they were coming into my home, and they represented the warranty company pretty well. I've already recommended 2-10 to other people.

They were like five-year-olds in a playground and it took over two months during the hot summer for us to get our AC fixed. That really sucked. We were supposed to be refunded for the whole amount but we never got any even though 2-10 told us it would be fine and we’d get our refund if we went with that supplier. But afterwards, 2-10 was Johnny on the spot with things so my husband and I appreciated that. We tried them again when the AC went out again and then the heater. We went with the company through 2-10 and they were very forthcoming and they covered everything. Also, the contractors that they sent out for our issues were really good.

My downstairs AC is maxed out and barely cooling to 78 F in the afternoon with the additional load it’s handling. I have condensation and moisture downstairs and I’m concerned about mold growth. My power bill this summer is through the roof. I’ve spoken to at least 6 people in 2-10’s “call center” about getting some action over the last 10 weeks. I can’t get a claim manager assigned, and I believe it’s intentional to get you to fix it yourself and deny reimbursement. I waste 30-90 minutes on each call rehashing the same thing and getting nowhere.

There’s no accountability for any of the call center people you speak with because they don’t have to talk with you the next time. I’ve been told it’s not their policy not to assign a single point of contact, but their response to these reviews here say otherwise. Each call I make I request contact information and I’m refused that contact information with all 2-10 employees I speak with. I suppose you have to go public to get any real attention. I’ve only been called by 2-10 one time (ever) to discuss the system repair in over 3 years. My latest call to them was last Friday, where I got the runaround and delayed again to Monday. I was promised a call on Monday, it’s now late Tuesday. I have been promised action with no follow through several times.

There’s zero sense of urgency or compassion for our situation. I’m doubtful it will be resolved this summer. Based on the reviews here and their anti-customer service communication policies, going out and repairing or replacing on your own will likely result in little or no reimbursement without legal action. It’s ridiculous. Possibly the worst customer service I’ve ever had to deal with in my 41 years.

I’m trying to feel the company out to see the quality of service because I wasn’t there for the dryer and we just changed an element out. I’m gonna be there to see how they would do on the next repair on the Sub-Zero refrigerator. The first company that 2-10 gave me never called me back. I had to keep calling and then I left a message because they gave me the phone number for the guy to call me but he never called. Then, I called back 2-10 and told them about it and they said that they’ll get somebody else. The company claims that they get more Sub-Zero which I hope they’re telling me the truth. They ordered a new seal for the door that has been going on for a while and they’re waiting for it to come in. I’ve only had 2-10 for a year and right now, I’m satisfied with them.

I also had a problem with my standalone 2 piece bathtub leaking and 2-10 only approved half the work that needed to be done and the contractor said they could not complete the job due to that. Do NOT USE THIS COMPANY!!! PS. 2-10 don’t bother responding, I don’t know how you people sleep at night taking money from hardworking people and giving nothing but headaches in return!

At this point again our AC is doing the same thing. One technician came out and replaced one part that wasn’t even a problem. Another tech came and said that the part shouldn't have been replaced. The technicians they have been sending out isn't of quality and they're not fixing the problem. And I call 2-10 every time and tell them the issue has not been resolved. They'd say, “Okay. Well, were gonna charge you the service fee depended upon if it’s a new problem or a revolving problem.” And it’s always found to be a recurring thing! I'm hoping that somebody put two and two together. We’re in the middle of the summer and we’re burning up. Vacation has been horrible. We had nine kids in the house and we had fans on and the refrigerator and window open, everything trying to stay cool. It was so embarrassing.

The other thing that gets me is, if you look at your electric company here in Florida, they always tell you ways to save on your electric bill especially when it comes to the AC, so we try to keep it set at the temperature that it’s recommended, which is like 73 or so, but whenever we set it to that temperature it automatically shuts off. Then when you go out to the actual unit it’s completely frozen over. The fan is not blowing. Nothing. The last guy who came out defrosted the unit and he manually turned it with his hand to make it start back, but when he left it happened all over again. So now, we have to set it 68, 62, 63. You can imagine how hot our building is now.

We also had a claim in for our roof since hurricane Alma last year. And our roofer still has not come out! I’ve found another roofer out of network and they diagnosed it. The diagnosis was sent to 2-10 but they said that it would need to be a little bit more detailed. Well, why didn't they ask the contractor they sent? It took forever, so I have to continually put in my claim for my roof and it still hasn’t been fixed.

I have gotten a customer service rep who has done the best that they could, but the quality of service technicians that’s been sent out is piss poor. I’ve told one of the representatives, “Why am I paying you guys? If this is the case I can go on different websites like HomeAdvisor and find my own contractors, or just do the whole thing myself. It’s just ridiculous at this point." So it's been the service fees, me taking off work, and electric bill. And then there are the loopholes that I have to go through finding techs out of network. And I still have to pay on top of that. It's ridiculous. I’m paying for the service for a reason. I was really thinking about moving to another service. But I’m trying to hang on and just be faithful to them and just make sure that it’s gonna come through, but I really need the service that I’m paying for.

Another 2-10 recommended contractor was Comfort Services, but they never called me to set up an appointment. When I called Comfort Services’ telephone number that 2-10 provided, I was asked to leave a message on generic voicemail. No callback. Per our earlier conversation, you stated an in-network contractor was located in Indio California… that is 166 miles away from the property address. The contractor in Canyon Country is about 50 miles away and the contractor in Tarzana (One Call Fixes It All) is a handyman service. Your system needs to reflect a better inventory of license and bonded in-network contractors for HVAC repairs within the area code the property is located.

Note – 2-10 advised me that there were no in-network contractors to assist on my disabled central air unit back in February or March of this year. Figuring the same scenario was occurring on this issue, that was the reason I called back Conejo Valley Heating and Air since they were at the property some five months ago. It should be in your records.

I’ve been a loyal 2-10 customer for twenty years and for the most part have been satisfied with the service. Based on the time it took to get a decision (it would’ve been longer if I didn’t follow-up), the numerous call transfers and hold times I endured, and me doing the legwork to get a contractor out to the property because no in-network contractors were accessible, there is no way I will renew with 2-10 next February. Another factor in this decision, my wife has been physically ill due to the intense Southern California heat wave occurring at this time. The portable fans in our house are 100% ineffective.

The only way I would consider renewing is for 2-10 to pay in full the final invoice I will submit after the repairs are performed… or the bulk of it. I would appreciate you forwarding this to your supervisor and to whomever provides the final decision. I look forward to a response. As of this date, I have not received any response. What a surprise!

In the beginning, the experience with the technicians has been very good. They came out to my house about four times. But the same thing kept happening over and over and I kept doing the same thing over and over again. The technician told me it’s a difficult process to go through to get certain things finished. It was hard to understand a lot of things about what he was saying but as it turned out, there was a part that needed to be ordered. It took four times before he finally ordered the part, but when they were ordering the part they sent somebody different to make sure it was that part that needed to be done.

That guy though was never on time. The first guy was 10 minutes early. He was very punctual, and I’d always knew when he was gonna be here. And he let me know when he was on his way. He was good. The second one, meanwhile, would never tell me when he was coming. The company would tell me he’d be there at a certain time and he’d come two hours late. I did let that technician know that I wasn’t happy with him not coming on time. In the end, I wanted my freezer not to freeze everything inside. I would have ice everywhere and it was leaking water inside my freezer, so it would refreeze everything in a block of ice. Although this seemed to be happening every 30 days, it’s been a couple months now and everything seems to be good.

I called the emergency number for the contractor Sunday night, and he said they'd send someone out the following day (Monday). The owner of the company came to my home on Monday afternoon and was quickly able to find that our compressor was shot (the most expensive component on the AC aside from basically just putting in a new unit). I asked him straight out how long this would take to fix based on all the terrible reviews I've read online from 2-10 about it taking months to get service and he said it really just depends. I had a stomach ache from reading reviews that night but hoped for the best that we would not be without air much longer in the July, 90 degree heat.

I was THRILLED this morning when Willie, the contractor, called me at 8 am to tell me he had the part in stock, 2-10 had approved the claim and he'd be out today to fix our unit. He had it up and running in just a few short hours and everything was resolved within 36 hours of me making my claim. I realize that this does not seem to be the norm based on all the reviews-- but it seems as though we lucked out with a great contractor who got the job done quickly and efficiently for us and a rep (Katrina **) who was very helpful in getting our claim pushed through. I paid our $100 service call fee to the contractor and no other out of pocket fees. I wanted to take the time to write a positive review because it was a wonderful, easy process for us and hope it will be for others as well!

Original Review: July 31, 2018

I have made 1 service request in the 8 months since purchasing a warranty. The company that 2-10 contracted for HVAC service was over 5 hours late in attempting to show up at my home. When I requested help from 2-10 to create more urgency for the ticket, I was made to feel as though it was my fault that the service provider failed to show up inside the window for service. If this was over 1 service request, I can't fathom how bad it must be for people who need more frequent service. This company is not the company you want to work with.

We have had some nightmares with technicians though. We have had multiple air conditioner problems and the technicians were as far away as Denver even though we live in Jacksonville, which is a city of over a million people. At least on two separate occasions, they dispatched an air conditioning company in Orlando, which is a four-hour drive from us. That was unbelievable to me.

This company didn't come out the same day and when they came up from Orlando, they looked at our air conditioner and needed to order a part so they had to get 2-10’s approval to do that. So they went back down there. Then the part took three weeks to get in and we were dying. It just so happened that it was in the spring. The temperature was not over 90 degrees, but it was in the 80s. It was really hot and uncomfortable. I kept calling to find out the status of things and that was when I found out that this company was in Orlando. The 2-10 rep said they had no idea and that the company had said that they take calls from Jacksonville. I was like, "Oh my God. Are you kidding me? We’re dying here.”

And the contractor was horrible. They were rude to us. Every time I would call and complain, we kept getting farther down on the list for getting serviced. I told 2-10 to never use that company again. They were the worst in the world. 2-10 told me that I could go on the website and make notes about the vendors. But I was so frustrated. I didn't wanna do that. At that time, I just wanted our air conditioner fixed. A year later, we had a different problem with our air conditioner and I called 2-10. They put out the call to somebody else in another city. There were air conditioning companies 10 minutes from our house. They didn't need to send somebody from another town to us.

There was another situation. It was a deal with Metro-Rooter. Our hot water heater wasn't working and the water went everywhere in our garage. So I called 2-10 and they did the same thing again. They got a hold of somebody that lives in the next town over. Why would they dispatch somebody that’s in a different town? It made no sense and they didn't get that. I told them that was not gonna work and that we had used another plumbing company in the past. Since it was on a weekday, I told the rep I would put the call on hold and called the company from my husband's phone to find out if they would accept 2-10 Home Warranty. The company's rep said they do so I went back on the other phone and told this lady that we wanna use Metro-Rooter. But she said that Metro-Rooter was not one of their approved vendors.

I told her that I have the Metro-Rooter rep on the other phone and she said that they had done visits with 2-10 Home Warranty many times. So we went back and forth and Metro-Rooter's rep said that they were doing business under some other name, Mr. Rooter. I was in the middle of two phones on either ear and I finally told this woman at 2-10 how to find Metro-Rooter in their database. Then she got everything approved and changed the vendor from the one that was out of town to Metro-Rooter. Metro-Rooter came out and replaced our hot water heater for $500. But everything else has been great. There is a slight room for improvement. But overall, we’re very satisfied.

Spoke to 2-10, "Nope. We are not doing that. We have ordered another part," still no word on when that part is arriving or when the repairman will be back. Refused to overnight the part or speed up this process in any way. We called them on day 30 of our policy and said we want to cancel and they changed their tone real quick but as soon as they assured us it would be handled here we are again stagnant. How many times do we have to go through the repair process before they replace? It's clear they do not care about satisfying their customers as you can see with the numerous complaints. I'll be sure to update after this is resolved one way or another. All I can do is warn others, find another group that expedites things like this. HVAC, washing machine, those need to be handled within a couple of days not several weeks.

There are some pros and cons to having their home warranty. When the oven failed, it was an extremely intricate repair that we got jerked around with multiple vendors and nobody showed up. I’m paying them for the warranty and I was not getting anybody showing up. So, 2-10 did the right thing by refunding my $75 service fee because they knew they screwed us and that made me a happy camper. Also, the guy ended up fixing the oven and it has not failed since. He was professional, knew what he was doing and cleaned up when he was finished. He had to take half of the house apart to get to that one little part that he needed to change out in the oven. It also did not cost a dime to get the oven fixed.

The choking part was not that long ago, our refrigerator shit the bed on a Saturday morning. I’ve got $500 worth of food in the refrigerator and I’m paying 2-10 warranty 29 bucks a month to honor the warranty. So, I don’t want to hear any crap from somebody on the phone saying that the vendors have up to 48 hours of business days to respond to the call and nobody works on a weekend. I work on the weekend, so they might work on the weekend, too. I was told that a vendor could be calling me on Monday morning or I had to wait possibly Tuesday. I bet that within the 8,000 pages that I had to sign in the beginning to pay for the warranty, there was probably a fine print in there that says, “We don’t care about you on a Saturday." And as it turned out, we never even got a call back the following week from any vendor. I was pissed off.

On the other hand, the young woman I spoke to on the phone was wonderful, but there was nothing she could do because she’s just a peon like I am. If I can get away with getting rid of this warranty because it sucks, I would do it in a heartbeat. If I had the time to have searched out a better warranty, I would have been gone right then and there. If people were to ask me about my home warranty, I’d tell them not to use 2-10 and I'd tell them exactly why.

Only then did they make a poor attempt to troubleshoot and assess my issue further. What do you know... I needed a compressor and someone will be in touch! This is clearly by design to appease you by dispatching someone to your home but not actually fix anything. Needless to say this contractor is not qualified to service any AC units or even be in business period! I guess the contractors are only as good as the service provider (i.e. 2-10 Home Warranty). So shame on 2-10 Home Warranty for continuing to employ and dispatch such contractors when I'm so certain they are very aware of the countless complaints about this unprofessional and unreliable contractor!

I am completely getting the run around from 2-10. They stated they were waiting on a diagnosis from the contractor before they could move forward. So, I called the contractor and they stated they had already submitted the diagnosis and were waiting for 2-10's approval. I called 2-10 back and they stated "ma'am we have 1,000's of claims to review" So, basically they take your money, but clearly don't the adequate resources or staff to resolve issues in a timely manner or just do the right human thing!!! This is a bad business model and what a poor way to treat paying customers. On to making a complaint to BBB. I will definitely not be recommending 2-10 to anyone EVER!!!

I hated my recent experience and have to deal with not having a working central air unit for this summer and have to wait to get the money together. I have lupus and have been getting sick due to the immense heat. I placed a service call on 7/1/18 and it's now 7/27/18. They never took the initiative to call me back and when I followed up I waited about 1 hr - 1 hr and 45 minutes before I actually was able to speak to someone. I had to call them about 4 times because it's in my best interest. Horrible experience. Not Happy at all. I have my mom with me who is 85 years old. There's a lot of details I am leaving out. Way too much to type.

The first contractor canceled without any communication with me. So 2-10 had to send another contractor out. He came out but it took him a while to process his work. When he left the house, he told me he was gonna recommend total replacement of the machine because the amount of hours of labor that it would take would supersede the cost of the appliance. So I waited. He said we’d hear from 2-10, not the contracting company, and he had to submit the paperwork. However, I never heard from 2-10 and so I called them after a week. And I got word that parts are now being ordered. But the second contractor said that he was recommending replacement so I was confused. That claim experience with 2-10 was bad and I’m still waiting for service.

Although I've been using 2-10 for over two years now, at this point I would not renew the warranty. It would have been easier for me to bypass this whole thing and buy a new machine. 2-10 is gonna lose customers if the people that they’re contracting with recommend something and then they fight it, which is going to only extend me being without a major household appliance. That’s very frustrating. All the appliances in the home are brand new or two years old so I was not putting a warranty on old machines and it’s not like I’m expecting to score a free appliance.

On the day of the appointment, at 8:05 pm, no technician. I call the company and they're closed for the day (they closed at 7 pm). In addition, I don't get a call from the technician saying that he is on the way. The technician finally arrives at 8:55 pm. I answer the door and tell the technician that I didn't think that he was coming. He doesn't apologize nor explain why he was late nor why he didn't call to give me a status.

The good part is that he finished the work in about 15 minutes. I paid the $75 service fee, with a check. That was on July 5, 2018. Here it is July 26 and my check still hasn't cleared. My premiums with 2-10 increase every year, yet I have very limited coverage. I am considering switching to American Home Shield, as they seem to be cheaper and provide greater coverage. HB 2-10 just isn't cutting it!

I called a local company because we were now totally without AC in the middle of summer. That company was able to fix the unit the same day, but refused to deal with 2-10 based of previous bad experiences. Because I reportedly didn't contact 2-10 first (which I did, and also received the OK to go out of network), they are not willing to pay for the repairs. They indicated they would pay around $600 of the total $6,000 bill, but I have yet to see the first penny of reimbursement.

First provider, useless which is why their online star rating is 1, and the reviewer comments say to stay away from them. When I requested a second provider, that contractor never contacted us. When I had the repairs taken care of the same day, 2-10 refuses to cover even half the costs. Not sure why we continue with the service, and will review our decision at the end of this year's contract.

since I couldn’t wait for 2-10 to send another contractor, I had a serviceman come out to look at my garage door. When I told this guy that we have a homeowner’s warranty, he told me that we might wanna go with 2-10 instead, because he was gonna end up replacing the door and if that didn’t work, it was gonna be a guessing game on what the problem was. I was gonna call 2-10 back out, but my husband did the work and got a kink out, and 2-10 cut us a check for the difference. We ended up spending less money in buying the part and putting it on ourselves than we would have if we had 2-10 send somebody out to do this for $60. We got our money back because 2-10 allows customers to price gouge. So, in essence, we paid ourselves to do the repair work at a lot cheaper cost.

Long story short, old air handler requires an OEM part which is hard to find. Contractor attempted to find part locally, was unable to do so and so had to ask 2-10 to locate part which they did. Unfortunately, part is located in a different state so it has to be shipped to contractor.

Unfortunate situation, but is what it is.

Original Review: July 25, 2018

Air conditioning unit ceased functioning on the morning of Friday, July 13th. Filed claim for repair same morning. After a hot and humid weekend I was contacted by Southern Comfort HVAC on Monday and was told the earliest appointment available was not until Wednesday, July 18th. The contractors showed up around 10 am that day, spent about 5 minutes looking at the system and diagnosed a bad blower motor. When asked about an ETA for repair the contractors stated that they would write up the recommended repair and "maybe" get it to 2-10 before the weekend. "Maybe"...

Called contractor on Friday and was rudely told that they would get to the repair when they got to it and that our diagnosis had yet to be submitted. When questioned about a sense of urgency or possibly expediting the claim, was told "I don't know what to tell you, we'll fix it when we can"... Unacceptable. Called 2-10 to request a different service contractor and had AAction Air out the next day. Much better contractor, but now the contractor's hands are tied because 2-10 is insisting on ordering the part (which is available locally at any HVAC supply store).

We're now on day 12 with no air conditioning unit... In Savannah, GA... In July... with no ETA as to when it will be fixed. There has been zero sense of urgency from 2-10 at any stage and I've had to play messenger between the contractor and 2-10 more than I can count. In speaking with the contractor privately, I was informed that this type of repair is usually a same-day or at least next day fix and here I am 12 days later with no AC. Temperatures in the house are regularly above 90 degrees. Can't believe I paid $600 for this, will definitely be shopping elsewhere for home warranty service when this contract ends and will tell anyone who is willing to listen to stay away from 2-10.

They weren’t willing to send anyone else to actually look at it prior. The ice maker was still working and it was just the water dispenser that wasn’t. But then, we came to find out that the temperature stuff wasn’t working. Again, that’s because it was a more complicated refrigerator versus the standard freezer and refrigerator combo. We thought that should have been covered and that problem was fixed and it also fixed a couple of other issues supposedly. So I guess other things got dissected, too, and I’m not exactly sure how it went off because when we bought the house, the appliances that came with it was a microwave, the oven, and all the kitchen stuff.

It was a lot of confusion and it seems like to me there was a resistance of trying to get someone out here unless it was known to come out here. We had some issues with some of our plumbing with our sink in the bathroom and the problems were resolved but they also kinda weren’t because, again, our basic didn’t cover some of the other issues that we’re gonna have to go do on our own.

Even so, the contractor was fine. He was more than willing to help out the best he could under the constraints of what he was working with. A couple of contractors who came out, one for the plumbing, was very helpful as well. He gave us a lot of other information. When we put our money together and would wanna do it, we plan to use him again to get him set up for some other stuff.

Even after demanding repeatedly that my case be escalated to a supervisor, there has been absolutely no follow-up. Nothing ever gets done on my case until I call and make demands. I have spent countless hours in the past months on the phone with customer service representatives, and still nothing has been resolved. There have been multiple times when I've been told that everything is in order only to call back a few days later and find out there is still something missing. This company has treated me absolutely terribly. Terrible model of customer service!!!!

Original Review: July 24, 2018

AC has broke 3 times this year, the first and second time has been sort of fix and worked for a few days but then again broken (these 3 times its been in since June 8 so over a month and still no solution). Tomorrow will be A FULL WEEK without AC and not a single word from Home Warranty, HW called 4 days ago, to meet their 72 hrs max that the company seems to have as a target to find a contractor, well they told us they found a contractor and we are still waiting for that contractor to come and not a single follow up from HW (at least pretend to care but nothing). Our area has been on/off of the heating warning activation and the heat is becoming unbearable, specially for our kid, house is getting humid as we need to have windows open to circulate air. Does HW has a maximum amount of days to have a contractor come to your house? Not talking about pretending to find a contractor. So far not a good experience with Home Warranty.

Another time that I had to put in a plumbing claim was when I discovered a leak in our foundation with the slat house. We had to turn off the water to the house. 2-10 sent a plumber and that plumber came out immediately and once again, I couldn’t get them back out to do anything for 10 days. After that 10-day period, I called 2-10 back and told them that nothing was happening with the plumbing company.

The people who were here to dry out the walls were doing their job but the plumbing company just kept putting me off. The 2-10 lady told me that it was completely unacceptable and that the plumbing company was not reporting back to 2-10 either. She told me that she would report the company to their division that handles their vendors and that she would send me a new plumbing company. Then she gave me their name and number and contacted them. I contacted them immediately and even though it was after hours, I got a woman who said that she would send a master plumber the next morning at 8 AM and she did. On two different occasions when I had to have an AC service, the servicemen were coming out of Jacksonville and I’m at least an hour south of Jacksonville. So, getting them out here might take them a day or two. The second time that I had to file a claim with 2-10 though, it was handled quickly.

I don’t know about anyone else but I would never recommend this company. Sounds like they want you to live in squalor while they take your premiums for themselves. If I could give them negative stars I would. Unbelievable that the supervisor Lisa kept avoiding the issues. And to top it off the Air conditioning company they sent out “had an appointment” decided they didn’t feel like coming out. So now I want to know if 2-10 is going to pay for the water damage and mold certification that is needed because their contractor “didn’t want to work”? According to Lisa from 2-10. Surprisingly she didn’t seemed very concerned about it at all. Now if this is how you run a business, you won't be a business long.

The next day, I receive a call from 2-10, informing me that my claim was denied because the contractors said the handle broke because of mis-use and abuse. How do you mis-use a tub handle?? Turn on, turn off! Mind you, I paid extra for the Supreme service, which is supposed to cover tub handles! I then had to wait for my service fee to be refunded by check, via mail. I ended up paying over $300 to have the handles repaired and they're covered by my policy.

My 3rd, and hopefully, final horrible experience was just rectified last week. My AC was not working... Called for service. 1st contractor never called, or responded to my voice-mails. 2nd contractor scheduled to come out, but never came. After I left a voice-mail, asking what happened, he sent me a text, saying "find someone else to fix your AC," claiming his van broke down. 3rd contractor never called, or responded to my voice-mails. I was then told by 2-10, to find my own contractor, pay, and get reimbursed. I had been without AC in 95+ degree weather for over 2 weeks. The temp in my house would get as high as 96 degrees, and my elderly mother who has a heart condition lives with me.

At this point, I was enraged. I had no idea if I would be able to afford the service up front. I requested to speak with someone about canceling my 2nd year warranty. I was transferred to Sales, where the rep informed me I could find my own contractor, but did not have to pay upfront, which is what I did. I was handed off to the escalation team who acted swiftly. My contractor fixed the AC, and was paid by 2-10. 2-10 scrapes the bottom of the barrel with the contractors they send to our homes, and they should be ashamed of themselves! Every contractor I've worked with from 2-10, has been unprofessional, unreliable, and unkempt. If I could give them negative stars, I would!

Following the repairs. We submitted our receipts to 2-10, per their policy. Now comes the bad news. This week we learned they would only pay 1/3 of the costs of repairs! It turns out the original Representative that gave us the approval didn’t follow proper procedures when she approved the work. After multiple conversations and several hours on the phone with their customer service people, they have refused to pay the amount they originally committed to us. Also, despite several requests, no one from management will call us back. As a result, we had to pay $2,700 out of our pocket. All they had to do was honor the original commitment, instead they have lost our trust, and hopefully yours.

TERRIBLE CUSTOMER SERVICE, even WORSE BUSINESS ETHICS and defeats the purpose of even having a home warranty in the first place. Even the service company admits the right thing to do is complete the repair. I renewed my contract with 2-10 because of my experience with them on my water heater. I will be cancelling my contract because of this experience. Another warranty company will be getting my business. I recommend anyone reading this to do the same!!! BUYER BEWARE!

They cancel the dispatch and tell him they will transfer to another contractor to do the repairs. I hear nothing from them or a new contractor. Now it's Thursday and HOT and I have no air. I called 2-10 and they said it was never dispatched and they put me on hold to call multiple AC repair shops to get someone out to the house. They found a contractor to come out and dispatched the ticket to them. BUT...they did not pass on any information about what my original contractor told them. So the new AC guys came out lost, not knowing what was wrong, and now I'm sure this will be delayed again because they need to order a part!!! Very poor communication with different contractors.

Updated on July 31, 2018: So I wrote a review earlier about the very disappointing service that I received from the AC contractors that were sent to my house, but this is actually about 2-10. Now I've been having issues with my AC for almost 2 years now and have had several service requests. After 9 days I finally got a contractor that was professional and diagnosed my problem (after 2 other contractors had already diagnosed). Now we need a part... this is what takes an act of Congress I assume. It's now been 7 more days and 2-10 says they have to ship the part to the contractor because the nearest place to get it is over 60 miles away. Which ok, I can see that. But when I looked at my status on the website, it says ETA of 8/8!!! That is 8 more days!! OMG... this is summer in NC and it will have been a month by the time I get the AC fixed.

I would have gotten in the car and drove 60 miles to pick up the part if I knew it would take that long! I have Supreme coverage as well and I am not happy with the support I'm receiving. They did give me $250 towards an AC but one AC in my house doesn't do much when it is 90 degrees and 85% humidity. I need another AC just to keep it comfortable! I am going to seriously think about not renewing my contract next year. Almost $100 a month for the last 4 years should equal a new AC don't you think? I just wanted to let the public know to think twice before counting on a home warranty plan when you live in the South.

Original Review: July 18, 2018

Today is July 17, 2018 and I have been without air conditioning since June 11, 2018. I live in Arizona. Called 2-10 on June 11th, a/c contractor Sub Zero Mechanical came out on June 13th and diagnosed the problem as a leak in the evaporative coil. It has been a nightmare ever since. The part was finally ordered on June 26th so they say. We have now been playing the game of Where's the Part? Ever since. Cannot get a straight answer from anyone. My next calls are to Arizona Registrar of Contractors and the AZ Attorney General's office tomorrow. I would not recommend 2-10 Home Buyers Warranty to anyone. We pay a premium to them and the way they treat their customers is appalling. 5 weeks without air conditioning in an AZ summer should be against the law. I have pets at home and they just don't care at all.

2-10's customer service did a good job. The only time that I had an issue with them was when I had a plumbing problem and it seemed like the more things that came up with our house, the fewer things they actually covered. I had a problem with the water line and since it wasn't inside the foundation, it wasn't covered. I had a problem with a stove and apparently, the way our stove was set up wasn't covered. I had an issue with an attic fan and that wasn't covered either. I only have the one experience where the warranty did anything for me. All the rest of them, I ended up having to pay somebody to come and do something for me. I doubt that I would recommend it.

2-10 is good if you have some major thing that failed like it paid for an outside unit. It was awesome but they didn't buy a new unit. They paid to repair the old unit which seemed to be a little weird to me. Even the guy who came out thought that it was weird that they were having him rebuild the unit. His recommendation would have been to replace it. It would be nice if they are a little more clear on what's covered and what's not covered since the way they write their huge long deal is very confusing. Also, I ended up spending $100 here, $70 there and $200 here. I paid extra $99 to have certain things included. It makes it not necessarily worth the amount of money that I paid per year for the thing.

Every time you call them, it's useless, they don't give you any information and they are not nice at all around your problem. I don't want to know what would happen if my furnace fails during the winter in Michigan waiting for them to solve my issue. Now when I found this site to publish a complaint, I found that I am not the only one. Other customers are complaining about exactly the same issue!! My guess is that this is a company that is good to charge you, but will do everything possible to not pay for your requests. Definitely won't keep my business with them, and by now I am starting to lose my hope that my issue will be solved.

I was told 5-7 days and then 2 weeks. This is absolutely ridiculous and when I asked for a manager the person I was speaking to - Lisa #** told me that I am frustrated that I don't have an a/c but that's how it works. I have my 98 yr old grandfather and 75 year old mother here with me and the heat is unbearable and 2-10 did not care nor wish to assist me in finding another solution or bother to follow up with me to provide me with an ETA as manager Devon ** stated would happen. Just not a very professional company - or possibly the employee Lisa needed a break when I called. Either way - we still have no repairs done.

They knew we were desperate and in the midst of a 100 degree summer so we didn’t have a choice but to pay. They then proceeded to say we had to wait for the warranties parts to come in which would take an addition 3-5 business days. Fast forward a month later and the job is still not done. Every time we called to check on the parts we were told it would take another day. We have now spent close to $1000 on window units, contractors, and the fees 2-10 has charged us. We’ve missed multiple days of work and spent hours on the phone with 2-10. One month later it’s still dangerously warm in our home and we’re waiting for 2-10 to patch an AC unit that they admit needs replaced. They’ve definitely lost our business and others which is unfortunate because we would have referred other home buyers and would have bought additional warranties for ourselves.

I called and requested the guy that did my heat tune up. He came, said he can't read the model numbers on the unit as it's all rusted out. He recommended a new unit. He spent a good hour here checking everything out. 2-10 called and said, “We are looking for parts, we'll call you by tomorrow.” (This is 330 friday.) No call. I call Saturday they found a part to an AC unit 48 years old and it will take another week to come in, and will cost me $50.00. That was customer service, they know nothing. They are sweet and cheerful, but anything but helpful, they say someone will call, someone else's department they will call, “We send you an email, call this department.” That is not help, that is pass the buck. I spoke with a manager. I will never recommend this company, and I spoke to my realtor, so hopefully she won't recommend them either. I sent my chemo sickened father to a hotel, it's 101 in our house.

Subsequently, I am still trying to get my issue resolved after two months of going back and forth with 2-10. The contractor they sent out told me that the unit was a ton too small for my house, does not meet North Carolina minimal code for the A/C, and they just advised me that I should pay 9 grand out of my pocket to have the unit replaced to code. The problem I have, among the sorry customer service, passing of the "buck", willful disregard for customer service and an apathetic attitude towards honoring the warranty I purchased is that no one there is willing to do what they guaranteed when I purchased this warranty.

They were very efficient at cashing my check for the warranty and are even more efficient at doing absolutely nothing to help out their customers. Following my last conversation with a 2-10 representative, Shanee, who advised me to just go ahead and have someone replace the entire system for $9,000.00 out of my pocket, I have contacted multiple news and media outlets who are very interested in pursuing bogus homeowner warranty companies such as 2-10. Looking very much forward to seeing the expose on national news syndicates and 2-10's response to how they make a lucrative living off of ripping honest and hardworking people off.

I would absolutely welcome the owner of 2-10 to give me a call personally to discuss this matter, but based on my previous interactions with their employees, I highly doubt that this will happen. I would also like to extend a cordial invitation to 2-10 to send a representative to my house to enjoy an 85 degree morning, afternoon and/Or evening in my home to see just how "wonderful" their repairs and service are not working. 2018 is the 7th hottest on record in 140 years in North Carolina since it has been tracked, and my family and I have experienced every single 100+ degree of it thanks to 2-10. Great job at doing absolutely nothing but ripping me off and making my family suffer in this extreme heat.

After 30 days, we will have to pay another $100 when it stops cooling again. One of the techs said that it was a carbon monoxide hazard and that we should have plenty of alarms and that 2-10 is known in the service industry to just "parts old systems to death instead of replacing them". At this point, we have paid more in premiums that if we would have just replaced the system in the first place. I called customer service many times to no avail. Customer service reps do not have e-mails or phone numbers you can contact them directly. Each time you call you have to talk to someone new. The last one said they would refund our latest service call and that never happened. We will not renew and would not recommend this company.

On 07/05/18 I called and was told ETA is 07/11/18 and that they do not expedite shipping of parts to contractors and they can't see any tracking information so on 07/11/18 I called. Parts haven't been delivered. Talked to 2-10. They say wait till end of day to see. They should be delivered on 07/12/18. I called 2-10 again and I was told they don't know what's wrong with supplier of parts and they have to send information to the back office to figure out. Will have to wait 24 to 48 business hours to hear back.

This is just horrible. It's summer in Alabama. I have been patient but I think this company need to change the whole way of doing business or just close it because this is ripping people off when you pay for a service and you can't receive it in a timely manner and they don't care because the customer is the one who will continue to suffer. I have tried everything to give them a chance but every time someone doesn't do their job.

We had the coverage since we closed on the home just before Christmas. It would expire in two weeks and I will not renew it. They called me today to see if we wanted to renew our plan. My wife and I had to sit down and discuss everything and what made us decide not to renew besides the prices for what they want was what it would cost us for the warranty versus if there would be things that would go out on the house that we could just pay for out of our pocket. One of these factors was when our water heater went out. When we had the house inspected, we didn't skim ourselves on the inspection thinking we hired the best there was. However, we were told that our water heater was not up to code. I had a plumber in town who was a block from my house so I already knew what was needed to have the water heater up to code and we couldn't believe 2-10 didn't call him.

Some guy who had a regular pickup truck but didn't have the tools to do his job came and he told us that 2-10 called him to replace the water heater for us. The kind of person they sent to do the repairs wasn't even a licensed plumber which was important since it is gas and the house could burn out. I was distraught about that but we were desperate to have the thing done. I've got the proper line where it's called a gas line so I ended up finishing it myself. When I go back to work as I'm out of workers' compensation right now, I'm just gonna have someone to come out of my pocket. I got a water heater but I haven't checked to ensure the job was done thoroughly.

We're getting ready to do some massive work on the house. People will always tell me recommendations but I couldn't listen to those in this small town. They would promise somebody who's really good but it would turn out that they don't know anything about what they’re doing or the proper tools to do it so I'd rather have someone and pay extra to get it in right than halfway done.

The company I hired called 2-10 to explain exactly what was going on with the unit and the service rep refused to take pictures on the unit and said that 2-10 will hire their own contractor to fix the problem regardless of what was stated in that report. Third contractor comes out and looks at the unit for 15 minutes and leaves and states dirty filter is causing the problem, the filter was weeks old at this point. Also took 5 days for this report to make it to 2-10. I have been with 2-10 for almost two years now and it's a shame they hire the cheapest possible person to conduct inspections. Buyer beware with 2-10, they will fight tooth and nail to not cover the items under contract!

On the other hand if 72 hours passed, and they could not find a contractor willing to work with the warranty company and accept their pre-negotiated fees. Then they would call me to authorize me to work with a contractor of my choice and I would be reimbursed the full amount minus the $75 service call deductible. 72 hours is a long time to wait in 90 degree heat while you wait to see if someone locates a AC/HVAC company willing to work for a warranty company. After calling several of the AC/HVAC companies in my area, I found out that not many will work for warranty companies because of their slow pay policies, slow response time and general hassles to work with them. In the meanwhile, I have to suffer in the heat and wait til the 72 hours passes so I can get authorization to contract a AC company. Now I'm wondering if the policy is worth the hassle.

Then they dispatched another contractor A+ Appliance who came out June 22. He told us the dishwasher was broken from improperly removing the door. He did his diagnoses and told us he had parts he needed order and that we would see him the following week. No call. No show for 2 weeks. On the 3rd week we called 2-10 and spoke with a supervisor named Jeff. Jeff was able to get in touch with the supervisor of A+ Appliance and that supervisor said he would call me in 15 minutes... we didn’t receive a call until the next day, Friday 7/6 to set up the appointment to repair the door as “the parts were in”. We had an appointment for Monday 7/9 at 3:30... guess what? No call NO show.

At this time after calling the contractor from A+ Appliance multiple times and receiving no answer and no return phone call, I called 2-10 again and spoke with Samantha and Jeff which were floor supervisors at the time. I was told that I had an option to do a buyout so that I can stop being inconvenienced and would receive funds for the parts of my dishwasher that are broken and repair it myself. I was advised by Jeff to call the buyout department, which I did on Tuesday, 7/10. I spoke with Jasmine who informed me That A+ Appliance never put a diagnosis in the computer which means a buyout is not an option for me until another company comes out to do the diagnosis?!?!

This is just ridiculous. It’s insane. How can no one be able to make this right??? No dishwasher for weeks. I’ve spent countless hours on the phone with various reps from 2-10 and to be honest the customer service is subpar. No one really knows what to say. They just keep trying to send out different contractors. This wastes my time and I’m tired of taking off work for this nonsense. This company is so unprofessional and has no regard for their clients time and efforts. Take your business elsewhere.

Dealing with their reps has been good and the only thing I don't like is that they make people come out and do little things before getting to the big things. And I haven't liked their contractors at all. 2-10 should let the consumer use their own contractor. Also, they should have better communication with the consumer. When we had our water heater fixed, we wanted to do a buyout because we wanted an upgrade but they went ahead and didn't contact us. So, they shipped a 40 gallon to us instead of a 50 gallon which we have told them we originally wanted. And then, basically they said what we have was a 40 gallon so that's what we're gonna get.

Purchasing this plan would be a waste of anyone's money. By the time you take off work for multiple appointments it's cheaper to pay to do it yourself or take off once for a single company. But multiple times for a full time working family is difficult but this company doesn't care. Definitely wouldn't recommend based off their customer service alone cause when you have a frustrated customer on the phone you should be sympathetic and not yell at them or belittle them but that's what these employees do and apparently it's ok.

Fast forward to 2-10 response they are not liable to fix the air conditioner because the fire is a secondary diagnosis, that was caused by something else!!! Yes, it was caused because they did not pay to have the situation fixed three years ago. They will give us 449 dollars to replace coils that cannot be replaced without the whole unit being replaced. Very angry, dissatisfied and definitely will not renew in the spring. Will contact our Century 21 realtor and tell them not to recommend this company.

This contractor came to my house and without any testing of the system determined by visual inspection that took all of 5 minutes that the outdoor unit fan motor was locked up and the system was failing due to lack of maintenance. This is what he reported to 2-10 Home Buyers Warranty. 2-10 made the decision that they would not cover any repairs since the contractor reported that the system was failing due to lack of maintenance by the previous owner(s). Since we could not continue with A/C in the house, I contacted another contractor (One Hour Heating and Air). They dispatched a technician to my house and he tested the system using the necessary equipment and did not make a decision based on visual inspection only. He got the system running and it appeared to be functioning properly.

Since I advised him that this occurred with a previous contractor, he decided to take the time to see if the system would fail again after running for a period of time. Within a period of 30-45 minutes the system stopped working properly. He determined that the system could be repaired with the replacement of the outdoor unit fan motor and the condenser. While this repair would get the system up and running, he could not give a time frame for how long it would continue to run based on the age of the system, and recommended that we consider replacement. The issue with 2-10 Home Buyers Warranty is that they based their decision to not pay for any repairs on the visual inspection of the second contractor and his comment that the system was not properly maintained.

As a side note, the technician from One Hour Heating and A/C advised that it had nothing to do with a lack of maintenance and that the particular model of the outdoor unit had issues in the production process which contributed to the degradation of the coils and subsequently caused the problem with the fan motor. 2-10 advised me that they could not cover my system solely on the fact that the contractor advised that the system failure was the result of lack of maintenance. They looked for a loophole in the contract which said that they do not cover maintenance as the justification for not paying for any repairs. The bottom line is that a home warranty with 2-10 is a waste of money. I definitely will not extend coverage with this company once the initial year contract expires.

Updated on 07/14/2018: As a follow up to the review submitted on 4 July 2018, 2-10 Home Buyers Warranty reached out to me to follow up on my initial claim for repair of my heat pump system, after explaining the details of what occurred in association with my initial claim and the basis that they used to refuse to cover any costs, I submitted all invoices that I had including their initial contractor review, the review by the contractor who I hired to diagnose the problem, and the invoice for the cost that I incurred to replace the entire heat pump system.

The bottom line is that 2-10 decided that they could only reimburse for the cost of the outdoor unit based on the cost provided by their contractor and not based on the amount that I paid. I also submitted a letter from the contractor who installed my new heat pump to justify the need to replace the entire system vice just the outdoor unit. The letter explained that it was their professional opinion that the indoor unit also needed to be replaced due to the government mandated switch from R22 to R410A refrigerant. Their professional opinion was that "when converting to R410A refrigerant running at a higher pressure, this often causes evaporator coil failure and we do not recommend replacing just one component in a R22 system."

2-10 focused on "it is of our professional opinion" in the letter and determined that they did not have to reimburse for the indoor unit as it was not broken and that the replacement was based on their opinion. The entire system would not have been replaced if 2-10 had done their due diligence and paid for the repairs of the outdoor unit when I submitted my initial claim. I replaced the entire system because I was paying out of pocket and it was more fiscally responsible in the long run for me to pay for a new warrantied system than to pay for repairs that had no guaranteed life span. I can only wonder if 2-10 would have paid for repairs if I did as they suggest by their reimbursement and only replaced the outdoor unit and the refrigerant change cause the evaporator coil to fail on the indoor unit.

Today I finally got on the phone with the department that could give the answers we had been looking for. Unfortunately, they did not give me correct information. We were told the part would be delivered today, but about an hour ago I received an email from 2-10 with an ETA for delivery of being July 10 - that's 7 BUSINESS days, not the 2-5 they promise. Also, that puts us at being without AC 17 calendars and doesn't even account for the fact that we then have to get an appointment with our contractor. That's just not acceptable at all.

We continue to ask ourselves why we paid for this service in the first place. At this point, for a little more than the money we spent purchasing this warranty, we could have our AC fixed already. We wonder why we would pay people to delay service and miscommunicate information, keeping us in the heat. If you're thinking of working with this company to cover your home, consider another before purchasing. We've been very unhappy so far.

The contractors that came out didn't know what they were doing. I was disappointed that we didn't accomplish what our goal after all that work. We also had a dishwasher that was leaking and they took care of that fine. However, I was unsatisfied with the refrigerator experience and I would let my friends know the process we went through and the outcome.

The in-network provider checked only 1 line from the AC unit, so he improperly diagnosed it as overcharged and proceeded to take 15# of Freon out of our system and told us that would fix the issue. Less than 8 hours later instead of the system struggling to run at 75° set at 69°, the compressor no longer works at all and it's 80° in the house at night when it's cooler outside than it is in the house. We call 2-10 and reopen the claim. They want to send another in-network provider. They call their providers and both are booked out for 4 days before they can even come to the house and diagnose it again. They give us the option again to use our ONC, and tell us they will reimburse us 100%, but we need to pay out of pocket first, and they will pay us back.

We call the ONC contractor who shows us within 12 hours of my initial call (thankfully). He diagnoses the system over the phone directly to 2-10 and is placed on hold while the purchasing department is being reached. Finally we feel that we are going to get this fixed. Nope, received a phone call from 2-10 stating our options from using the ONC. We could either wait for high claims decision, or take a roughly half payout of the total quote. We are told that we chose to use the ONC and were not directed to do so, so either way we would have to pay the difference out of pocket from what they would pay an in-network provider. As upset as I am, I ask the 2-10 representative to look up the notes from the initial call to which he verifies that we were approved and asked by 2-10 to get our own contractor because they had no one in network.

Now we are waiting on high claims again to make their decision on if they will choose to fix our broken AC while we sit here in a 90°+ house with a heat advisory in effect with 2 small children and my dog. Yesterday it was 96° in my house at 6 pm and looks like it will be worse today. We have been with 2-10 for 3 years and this our 2nd claim, but 1st high dollar claim. We have all of their top of the line HVAC services to make sure we were covered for anything, and yet, it feels like the "Supreme" and "HVAC Plus" options don't seem to help either. This is my last avenue after spending hours on hold and hours of getting moved from person to person within 2-10. My outside contractor has also spent over an hour on the phone with 2-10.

I have spoken to 1 supervisor already who gave me different information than the next person gave me. If I don't get the appropriate resolution (Paid in Full as previously stated) of this issue, I will seek legal counsel. My family has suffered enough. 2-10 might be good with small petty claims (repair), but will find any loophole available to get out of high dollar claims (replacement). *Attached is a picture at the exact time of this post*

Within two weeks, the system failed again. I went online to review Air Design’s ratings from a variety of sources and was horrified with what I found. I called 2-10 and explained what was occurring and asked if I could use another service provider. They denied my request and said I had to give the provider the opportunity to make the repairs. Against my better judgement, I scheduled a second appointment with Air Design (which, again, was scheduled a week out). Air Design did not show up for the appointment nor did they ever call me.

By this time, it is May 29th—virtually a month since the HVAC issues began. I call in an independent service provider (even though 2-10 informs me that they will only pay the provider their going rate). The independent provider tells me my coil is completely rusted and has a leak. He also tells me that I need a new unit. I pay him $400 to add Freon to the unit and restart the HVAC system. I share this information with 2-10 who essentially requires the contractor to jump through hoops to get my business. He declines, the HVAC fails five days later, and I am back to square one.

On June 7th (a week later), another 2-10 approved service provider comes to my home and tells me I have a leak in the evaporator coil and a leaking valve stem (which he replaces that day). The coil has to be ordered. A week later when I call 2-10 to follow up, I’m told the wrong part was ordered, and the right part should be in in 3-5 days. A week later when I call back, again to follow up, I’m told that the correct part was never ordered (apologies abound), and I am assured that the correct part will be in in 3-5 days. After more runaround and sleuthing on my part, I get in touch with a “client advocate” who assured me just yesterday over the phone and also by email that the part would be delivered to the provider no later than Tuesday, July 2nd. Last night, at 10:03 pm, I get a Parts Order Confirmation email from 2-10 telling me the part will be delivered on July 9th. ARE YOU KIDDING ME??!

Tuesday will be two months since this fiasco began. I have been without air conditioning for almost three straight weeks (and about six weeks in total), in Georgia, in temperatures ranging from the high 80s to the low 90s. I have three dogs who are absolutely suffering (as am I). So far, I am out $753.00 in out-of-people pocket expenses (2-10 did finally reimburse the $400 I paid to the out-of-network provider —but not without a fight. They actually tried to negotiate! First it was “we can give you back $100 of the $400 you paid to the contractor,” then it was as “we can give you $200...” it was like buying a car!).

I also recently renewed (in March) my contract with 2-10 in the amount of $754.00 (If I knew then what I know now...). All told, I’ve forked over $1500, thus far. If 2-10 does not have my coil to the provider by Tuesday, I will be out even more money as I don’t intend to go another whole week without air. How can I “delight, knowing you protected your dream home with the most comprehensive coverage available,” as they advertise on their website with the service I’ve received? This has been a nightmarish experience. To those considering 2-10, I say caveat emptor (Let the Buyer Beware).

I called our realtor, our lawyer and our local news station. That SAME DAY I was called and told they had made a mistake and would in fact be covering replacement of our AC. We get the work done to the tune of $3800 and they ended up covering less than half that - only paid for $1451. I am disgusted by this entire process and 2-10. They lied to me multiple times about why they were denying claim. When I took action they agreed to approve claim but then only covered a portion. Save yourself the headache and do not purchase a 2-10 warranty. I passed this info on to my realtor at Fox & Roach and their office has agreed to never recommend them to clients any longer.

But at one time we were waiting for a contractor that never showed up. And just before the time limit that they gave us was up, they called and said that they were not able to come. And so we had to take off a whole another day for the second contractor to come to us. The interaction with the contractor went well. He didn’t take long because he seemed very experienced at what he was doing and was able to get the washing machine running again.

My last and final straw was when I was told on 20 June 2018, by Mr. **, in the purchasing department that all steps between both parties (2-10 and contractor) were good to go and that my parts were on order and would be available for the contractor in 3-5 business days. Well I get a call from my property manager on 28 June 2018, asking for update. I call the contractor and they tell me that my parts were ordered as of 27 June 2018, and it would take 3-5 business days.

At this point I’m furious and will be paying $1,500 out of pocket, because my tenants have been without AC for over 60 days now. I called 2-10 to express my frustration and asked to speak to a manager or supervisor and was told several times that no one was available either due to meetings or they are just not in at the moment. I asked about reimbursement and was told we would only receive up to $730. I have been with 2-10 for 3 yrs now, and after this nightmare I will be canceling my services with them.

Finally they came back out and said our indoor and outdoor units would need to be replaced. The repair company submitted the proposal to 2-10 warranty who approved it but when the repair company received confirmation it was for 2 compressors. We called and were assured it had been corrected and we would be receiving the inside unit and outside unit but instead of sending the new unit they sent 2 compressors. We called and were assured they realized the mistake and would expedite the new units. That was 2 weeks ago. Today we were told they shipped the new units but not expedited.

We won’t receive them until Monday or Tuesday which means the repair company won’t be able to get it installed before the 4th of July. It’s expected to be nearly 100 here this weekend. Again they don’t care that we are being inconvenienced because of their incompetence. Every time we call we get the runaround and no resolution. I just want my freaking AC fixed. I hoped to God nothing else happens before the warranty runs out. We will most definitely not be renewing with them! This has been an absolutely awful experience. I’d it doesn’t get resolved soon I’m contacting an attorney. Enough is enough!

Talked to contractor again he said he would be here Wednesday the 27th by 10am. He didn't show up or call. After 2 hrs being late called 2-10 they talked to him and he said the part is first being delivered today and he is going to pick it up. So I called contractor about the delivery of compressor. He said, "Just because 2-10 said the part is delivered and ready for pick up doesn't mean it was delivered." I asked him why he made appointments to install compressor or give me a call as to why they were not coming. The phone was hung up or disconnected. I am tired of being lied to. I have had many hours of expecting arrival and still have no answer when compressor will be installed.

Here we are at the end of the month and after calling 2-10 on multiple occasions, enduring 30-40 minute hold times only for the customer service staff to not be understanding about our HVAC issue, but also transfer me to other areas haphazardly without as much as an explanation as to why. I finally had enough with 2-10 today as I was on the call with them and our own HVAC tech explaining the issue with the unit and that it needs to be replaced because a repair of a 21 yr old unit isn't feasible.

After speaking with a claims rep and explaining the issue, they cold transferred me to their purchasing dept. which I thought would be for them to approve repairs and advise what they would cover, only for them to interrogate me again about why the system can't be repaired and saying they need additional info. This company's business model is to wear the homeowner down with extremely long hold times, lack of explanation of services, lack of follow up, so that we just drop the claim altogether. I can safely say that it's worked and I won't be going through the yelling over the phone to unempathetic customer service reps and a genuinely horrible company from top to bottom. If I could give no stars, I would give this negative 10. AVOID THIS COMPANY AT ALL COSTS!

Once we returned home, I spoke with multiple agents at 2-10 to explain the situation. They all seemed very happy to point out their policy of required pre-authorization was not fulfilled and seem quite content to keep their money. I understand the policy completely and I'm not asking for a full refund but meet me in the middle somewhere. The policy was purchased so that my home would be covered and now they are refusing to reimburse me for services rendered that would have been covered. This is not a company that I will continue to do business with beyond this contract if this is the type of service I will be receiving.

I had five claims but it was just for one visit. The plumber took care of us and did a good job, but it was extraordinarily frustrating dealing with him. He didn't want to be there. He was in a hurry and wanted to leave. He got frustrated with me when I wanted to call the company about something he was doing to make sure he was doing it right. He also had to come back to finish his work. He has terrible reviews online. But, we haven't had any problems with our plumbing since the repair. Though I was disappointed that 2-10 recommended that plumber, it was easy and fast, and they took care of everything and covered what I needed to be covered.

These service calls have been going on since October of 2017, and started under the old homeowner's warranty with you. I will be reaching out to Scott Cromie’s office in the morning. If I cannot get help from him then I’ll be forced to contact the State attorney’s office and file a complaint, and then seek legal counsel. It is absolutely absurd that I have to go through all of this just to get help with a service I have already paid for.

The AC unit did not cool when we started it up again this year. A contractor was assigned but never called to set up a time. 10 days later, I complained. A contractor was assigned, They came out. They added Freon. They said there was a leak but could not find it. The system worked for 6 hours before it would not cool again. We put in another call. They came out June 4th. They stated that the compressor and the evaporator coil needed to be replaced. They wrote that they were going to recommend replacement of the outside unit. It would cost more time and money to tear it apart and replace the compressor than the entire outside unit. 8 days later, we heard nothing.

I called. 2-10 said they didn't have all of the information that they needed from the contractor, it sat there with nothing done during this time. I received a voice message from 2-10 the next day that they had everything that they needed. I called the number to get a date for parts delivery. We were put on hold for 40 minutes with no answer. We called the contractor. They said they were waiting on approval to proceed. 10 days later... no response from anyone. Called again. Was told the parts were ordered but we had no date yet. I have been on the phone for 48 minutes with 2-10 still waiting on answers. We asked our realtor to no longer recommend 2-10. We are spreading the word.

The reps that I talked to about my claim were very good. Then, the tech who came out was professional. He did a minimal inspection and told me that he needs to replace a part. And until he replaces that and the unit works, I wouldn't know how his work is quality-wise. Other than that, 2-10 is a good company. They're reputable and they've helped me.

2-10 was receptive on listening but they weren’t productive. They would say they would get it knocked out, but there’s no system in place to make sure that they got knocked out. Eventually, I got a manager after being told that speaking with the manager would help. I insisted on speaking with the manager and then that person ran it to the ground and made sure that my issue was taken care of. The warranty is satisfactory but it’s not exceptional.

The experience I had with 2-10 in Georgia was okay. Eventually, I knew that insurance is about people skills. 2-10's contractor must have been on the job for a long time and he was tired and just going through the motion doing enough to cover himself and then just going on with no concern about the impact that it was having on me as a homeowner. Because the first time he came and looked at all the bubbles in my ceiling and water on the floor that had ran on the wall, the roof should've been replaced at that time. But that’s not what happened. I had to have three people come out and then this last guy came out and he just said, “We'll replace the roof.” Other than that, everything else was okay.

The other experience I had was with the air conditioning unit. The coil was bad but they kept sending this one guy, but he came out three times for the same thing and charged me the service all three times. And then, I found out that if he comes back for the same thing, it should be just one service charge. And this man knew that he was robbing me because he brought one of the checks back to me and asked me to write it over again. But I reported him, I explained thoroughly what had taken place. However, the next time something happened, they sent the same man right back. I was disappointed because if a customer called and tell you something, a bad proof, you needed to tell this man, ‘You could no longer work for us.’ You trust 2-10 that they'd send somebody out to your home that they're gonna do the right thing, but that was not the case. Finally, they did send somebody else.

Nevertheless, when I call 2-10, their contractors come out quickly. They would send the contractor a fax and would wait for 24 hours and then they'd give you a number so you could call them and coordinate. Now, in my new house here in Alabama, I had to call 2-10 about the air conditioning unit as a regular check-up because to stay compliant with the warranty, they come out and service my air condition twice a year. And this last time, the contractor said that he ran some tests and he took the system apart and he had discovered some leaks.

I called 2-10 and let them talk. I said, “You need to talk to them because I can't allow you to do any work unless they approve it. If I do, I had to pay out-of-pocket.” So, they talked and this guy came out. I explained to him everything that I have to and he went up there and he would not take the system apart the way that he did to search for a leak. He told me, “That would take too long but if you have problems in the future, then he’ll come back and do it.” This is exactly what this fool told me, but stood there waiting for me to write that check. So, in my mind, that’s the only reason why he came out, to collect the check. He had no intention of doing any work.

So far, everything is working fine. 2-10 at the home unit works fine. When I call them, I don’t have a problem explaining when I did get to the right department. It's just that the contractors that they’ve signed with need to be investigated more thoroughly. But I can't blame 2-10 for that because they think that they're getting a reputable company. They don’t know what they do once they come out to the person’s home in the field unless we provide them feedback. They sent out a contractor for my washing machine too and this guy did everything he could. He was a good person. He knew that I didn’t know and he explained everything to me in detail. He did the work to no avail. So, we had to go ahead and replace it. He was a good one. However, if I report something, it warrants an investigation.

I went through another claim for a refrigerator issue and 2-10 had two options. One was to repair my existing one and the other was to give me a $100 credit back on a new refrigerator. That $100 credit back was worthless, in my opinion. It would have barely paid for anything to do with a new refrigerator. If they had a better replacement program, I would have been more interested in it. But here I am with a refrigerator that I’m fretting over still. I would tell my friends to definitely get a home warranty and I'd still recommend 2-10.

By the next morning, the house was back to 85 degrees. I called the contractor again and he came back out that evening. This time he stated that a duct had come loose and the unit needed to be reset again. He spent about 30 minutes in the attic and outside and we again had cool air pumping. This, however, did not last all night. By the morning it was once again over 80 degrees in our home. I contacted the contractor again but he was unable to come back until about 2 days later. Once he returned he stated that it had been our zone control board all along and it needed to be replaced. There was nothing else he could do. We received a call from 2-10 stating that the zone control board was not covered in our warranty, we would need to contact someone to repair this on our own.

We found a company locally who specialized in the type of unit we have and they sent someone out promptly. This new technician began working on the unit. Within about 15 minutes he came to us and asked with a bewildered look, "who did you have working on your unit?" He stated the previous technician completed rewired our unit and bypassed low fuses instead of replacing them which caused a transformer on the outside unit to blow. Granted most of the terminology used was foreign to my husband and me, the "repair" done by the technician sent out by 2-10 Warranty had to be corrected before the new company was even able to see what the initial cause of the issue was. It ended up being a component in the outside unit, not the zone control board. It ended up being a 2-day project and a hefty bill, with the bulk of the charges coming from the rewiring and corrections needed from the initial contractor.

When we contacted 2-10 about the whole situation it was a lot of back and forth. We stated how we felt that the portion of the repair caused by the initial contractor should be refunded to us. We were told that the $100 deductible would be refunded and that a review of the contractor sent would be conducted to see if he did something incorrectly. We were told by the representative that the process takes about 48 hours and there would be a decision made. I asked if there would be a fair review and if someone would call to speak with us about the ordeal or if I could call someone to give our account of what happened.

We had the new technician write a detailed statement of what he found and wanted to know how to get this information to the reviewer. She stated that the review would be done by a separate division and she could not give me a direct number but could provide a reference number. She assured me that someone would call us in regard to the review for the information. This was about 3 weeks ago. We had not heard anything so we called this morning to get an update. The representative today stated that there is no such process of review. He stated that there were no notes of anything other than the initial claim for the AC repair being denied.

He stated that we would need to contact the initial contractor directly if we want to correct this matter. After being completely taken aback, I told him that was completely different from what we were told and gave him the reference number for the review. He stated that it was nothing more than the initial claim number. We were completely lied to. Just told something to get off the phone quicker. No regard for the situation at all. We are completely done with this company. Not happy at all. We are due to renew in August. Needless to say, we will not be.

Original Review: June 21, 2018

Received warranty when I purchased house. Filled a claim online two months later when I found waste stack leaking in a few places. Very fast response. Was contacted by plumbing company within an hour. As it was Friday and appointment was made for the following Monday. Plumber showed up on time and very professional. Showed me what work had to be done then called the warranty with the quote. I could hear the entire call. The woman on the other end had no idea about plumbing and said this, but handled the call. After twenty five minutes and many repeated questions about the job as to what needed done... (Waste stack is what it says... The toilet empties into it.) Plumber was put on hold. After another ten minutes the rep got on and said they would pay for the waste stack for 140 labor and parts for a total of 290- 75 deductible.

Plumber said job required toilet needed pulled because stack was leaking where flange was so new flange was needed. This was denied as not needed. Again, this is a waste stack so the water on my basement floor was toilet waste. Sorry, not the time to fight with the warranty company as I needed this health issue fixed. I heard every word the warranty company said so this was not the word of a plumber. What a joke. I had him fix it (great job) and paid an extra 535 dollars.

Not one thing the plumber did was beyond the job of fixing the leak. He pulled the toilet, replaced the flange, cut out the leaking stack and replaced every fitting, four lines drain into it. Everything was cleaned up and tested, walking me thru every part replaced. I waited till I was contacted for the follow up survey, two weeks later actually, and decided to tell my story. Would I recommend the warranty to friends? Absolutely not. When it takes two weeks to see if a job went well I am pretty sure the company doesn't care if you were satisfied or not. And no, I am not satisfied.

I spoke with several people on the phone two days ago, and they are very pleasant on the phone, which helps me from breaking down. We are told someone will be in touch with us, and two days goes by and no one contacts us. The heat index is 105 degrees and the air is not fixed. After 20 days, they turn our case into an emergency situation... it’s 48 hours later from being an emergency, and we still don’t have air. I don’t understand how a company can just let customers like this suffer, and not go above and beyond to help.

This is THE FIRST TIME, we have had to use 2-10, and it is a horrible experience. I doubt I will use this company again, next year when we renew our contract. The agents are very friendly on the phone, but the way the handle and process is poor! I would not recommend 2-10 home warranty to anyone. They are obviously not carrying about their customers. My husband an I are so angry, our children and pets are extremely uncomfortable sitting in our 85 degree house all day. Terrible! And we still don’t have any idea when the unit will be fixed. I am so uncomfortable and exhausted from a lack of sleep, I am actually in tears while I type this message. 2-10, you are so far a terrible company. This post does not even deserve one star.

Then earlier this month 6/9/2018 I had my an HVAC guy come out and do the annual cleaning and check up. He stated at the time that I had three things that were about to fail! So I thought I would be proactive and set up a work order through 2-10 since I was still under warranty. 2-10's contractor couldn't get to my house until a week later. I set up the appointment with their contractor, but on the hottest day 6/12/2018 Tucson hit a record high of 107. Guess what decided to fail!?!? Yes, my AC unit!

Being that temperatures in Tucson would be in the 100's all week I called 2-10 to see if they could mark the request urgent and get someone out as soon as possible. They said there was no way to see if someone else could come out earlier without cancelling my current service request and waiting another 24 hours for someone else to call just to set up an appointment. They told me, my best bet was to use my own contractor and I could be reimbursed. So I opted to have someone out of network come to my home and fix the issue.

Fast forward to today! They informed me I would only be reimbursed $140 minus my $60 service fee (since that is what they would have supposedly paid an in-network contractor and I still needed to pay them for someone they didn't send out). The parts alone for my unit were about $200 at wholesale prices, not including labor costs. I paid about $400 total for my repairs and they only plan on reimbursing me $80! That is, if they ever respond to my email with proof of payment and diagnosis. It has now been 7 days since I asked for my reimbursement with no update on the status or when I should expect the reimbursement.

On the third try 2-10 finally provides me with a contractor that services my location. However, since now it's midday Wednesday, they won't be able to get to me until this upcoming Tuesday; well over a week since I filed my initial claim. And this is just for the first visit! Never mind if it requires parts to be ordered or other follow up work. I suppose my warning to anybody out there is to make sure to keep on top of all involve parties and don't trust that the process will move along without your assistance and constant engagement. As services progresses I'll provide follow up information.

Called again today, June 18, and after over an hour on hold (9:10 am to 10:18 am), finally was told by a rep in Purchasing the part had not been ordered, rep was now ordering it & it would 3-5 days. Completely unacceptable that I keep being told the order issue is fixed, only to learn that it hasn't. It's 87 degrees in my house at night, and I have yet another week to endure in June Arkansas heat & humidity. I am unable to speak to anyone but the basic customer service reps, if I can get through to one after at least half an hour on automated hold. 2-10 is completely failing me as a customer this summer due to their new ordering system change.

The gentleman on the phone was able to find the original order along with NOTES that had been taken from several of my earlier calls under the June 4 work order!!! I was asked if I agreed to the out of pocket expenses which I said yes to. And he placed the order for the compressor. Telling me that the contractor would have the part in 2-3 business days. Here we are June 14 and again after several calls trying to figure out what’s going on no one can find my work order. The women I spoke to the last time this morning was very hostile and kept telling me that there was no part ordered and no work order showing someone was out to my home June 4. I checked my email and gave her a work order. What do you know? She found it. The part was ordered and will be delivered to the contractor tomorrow according to her estimate arrival time.

And she got very rude saying they have 3-5 business day not the 2-3 like I was originally told. Well after counting out days to her we are on the 5th business day today. Had they had their acts together and not mishandled my entire work order and placed the order on June 4th I would not be having this issue. My AC would be fixed already. 2-10 is great at taking your money to renew contracts. Slowest most excuse ridden company I have ever dealt with. Not just on this order. It’s an ongoing problem. Contractors beware. They will try to throw you under the bus in order to not take blame. I will be shopping around for a more customer oriented truthful company.

Now both units are out and technician after technician say the best thing is to replace the units given the age and amount of repairs done. BUT 2-10 take over 1 week to process and review the ticket from the technician leaving me without any ac in 95+ degree heat. And their response is "We do not gaurantee timely response and fixing. This is our process." Well they did not tell me that when I bought the warranty. My electric bill is through the roof because of these broken units and still no response or recourse. Last year when this happened I was out of AC for 3 weeks! This is unacceptable and they prey on the weak.

Additionally, NO communication is being given to me from the company. I have to follow up every day with them to get any type of update. They state that updates are sent or calls are being made but I have received zero and have no missed calls - so they basically are lying. Additionally, every person I talk to says it is another departments problem - first it is claims management, then it is purchasing, then it is the contractor - with no resolution. They are rude. Very unprofessional. And worst of all not actually warrantying the items that I pay lots of money to have them warranty. HOT and ANGRY for being ripped off.

Updated on 07/03/2018: After complaining I finally got someone to call me back and got a "buy out" - which was so ridiculously small but at this point I just took it and replaced the units myself. It has now been 3 weeks and NO check. And I have called and left 3 messages and no response. This is their game - take advantage of those that do not have time or energy to keep following up. They owe me two buy-out checks and need them FedEx overnighted at this point. Plus should pay a late fee!

I also had a plumbing claim that was not fixed by the plumber that came home and after numerous phone calls, I told the guy to never come back. I then called 2-10 and I told them that the plumber misdiagnosed the issue. He was telling me that it was something that it was not. He just spent 20 minutes in my home. He didn’t even check everything properly. I hired a private plumber and the guy told me everything that I need to do. He told me that if I do it, it’s gonna be very expensive. He basically gave me the opportunity to do everything myself or he can do it. I told him that he can do it.

So I went to Home Depot and purchased the parts that he needed, and then he did the labor. Previously, I had a premium faucet. It was a $300 faucet and 2-10 only offered me $60. I told them that they cannot give me $60 for something that I already have and that is a $300 faucet. And they told me that’s how much they're paying for. So I said that the first plumber misdiagnosed. There’s something else happening. Long story short, I paid out of pocket. In closing, besides those two claims, everything has been good.

The last person, I spoke with today at 2-10's 800 number sounded like he was just reading a pre-written spiel, talking over me, did not even read the notes on my claim/previous phone calls, to get himself up to speed on what has already transpired. I asked for a supervisor, someone else who can DO something. This person just repeated himself and said he cannot transfer me to anyone else, and that there is NOTHING that can be done at this time. BOTH the contractor and 2-10 share the burden equally in providing the appropriate service. You can't insist it's the contractor's fault for the delay-- you need to do SOMETHING about it! Thank you, Ricardo, for making me realize 2-10 does not give a ** about its customers' situation. Very, very frustrated and I cursed as I hang up!

I cannot believe that a company can allow a family to be without air conditioning in our humid temperatures here in NJ. There have been days reaching 90 degrees here. They have offered no recourse. We just talk to customer service people who read from a script and can do nothing to help our situation. My family has allergies and not having air is starting to cause health issues. My husband has taken several days off from work to have contractors come and spent time away from business on the phone explaining our situation over and over. We want answers from the management of this company and restitution for the wait and stress this has caused us. This is abuse as far as I'm concerned!

Called 2-10 and spoke with person at call center who reviewed notes in ticket. At first he acted like they were waiting on the service tech to replace the parts. I indicated I had spoke to the service company already and told him what they told me. Magically he then found that indeed they had informed 2-10 and that 2-10 was looking through their broader resources for applicable parts and I should get a call within 5 working days with a status update. Again no contact. I called 2-10 again. Told the person at the call center the story. They transferred me to their purchasing dept. who explained that the information should have been forwarded to their back office but wasn't, so she would make sure that happened and I should get a call in a week or so.

Did get a call and tech came out. Similar to other reviews tech said they told 2-10 they should replace but 2-10 said repair. Tech also said parts 2-10 sent were not designed for this model and may not work at all or may not work correctly. He put parts in but compactor still had problems so he needed more parts. Another week or so and tech came back with a new motor, again not designed for this model and may not work. Still did not work. He called his supervisor and finally with my permission he asked if he could take the unit to his shop to finish the repair. It didn't work anyway so I said, "Sure, take it."

A couple of weeks later he brings it back, I install it back in the cabinet and everybody is happy, or not. When we finally get enough trash in it to use it makes a horrible noise and doesn't compact the trash. All I can say is I am so so glad it isn't the heat or air conditioner that is out, could you imagine going a couple of months with that not working like some other reviewers have endured!? So suffice it to say that my customer experience has been so far from satisfactory as to be of the scale. For me there has been virtually no value to this service contract; it has cost me the $75 service fee, as well as considerable time dealing with the continuing issue.

I dispute this amount and my contract says "we will engage in a commercially reasonable dispute resolution process of your choice." When I asked supervisor Oscar what this meant I was told it wasn't worth filing and he guaranteed that nothing would change. He said he didn't know what "commercially reasonable" meant but if I sent an email, their "dispute team" would review it. So no one outside their company is ever involved and I have been guaranteed nothing will change. I was told by salesperson Katrina ** that I wouldn't be jerked around over it being an ancient unit and the warranty would protect me from having high costs if anything failed. So I have spent hours on the phone, mostly on hold, to get $65 toward replacing my AC. It seems they get away with cheating customers and I would never use their company again.

I am beyond frustrated with 2-10 and Goodair for their lack of action and follow through on a broken oven that's been reported for work for two months! It's like they're trying to wait me out because they know I'll have to buy one on my own. I think this has amounted to breach of contract for failure to provide repair services that I've paid for in the contract and with the hundred dollars I had to pay two months ago! Serious inconvenience for two months and still no sense of urgency from 2-10 or their silent contractors that they fail to adequately filter and control.

This is where the story gets crazy --- The technician with Solutions Heating and Air came out, knocked on the door, went around back, had me sign the digital receipt for our $75 service fee, and left. Total time from pulling in and pulling out was not even 15 minutes... I'd say maybe 11/12 minutes? I asked the technician what the issue was, and he said he only needed to add 2 pounds of freon. I then asked him if he needed to test our system or come inside to look at our thermostat, to which he replied "no, the temperature should come down in the next few hours, and if it doesn't, just call back tomorrow and we'll come back out."

I then asked if he had a work order or anything for me to sign that reflected the work he performed to which he replied "no, we just send our paperwork to the warranty company." What sort of professional establishment is unable to provide a signed work order or detailed receipt of some sort? He couldn't even provide me with a digital receipt for the service fee. He asked for my email, put it into the payment cube system app on his phone, and that was it. I told him as he was leaving I didn't receive the email and he nonchalantly replied "just wait a little longer."

Now, I knew this company was a sham! You see, we had our unit serviced by a wonderful company last year, Kovak Mechanical, that had to perform the same service as this company, and their technician was here for about an hour and a half total. He added freon, checked all lines and ductwork, checked filters, double checked the system portion in our attic, tested not only the unit itself but our thermostat as well... He was also professional, was able to provide me with basic paperwork such as receipts and a work order, and most importantly our air conditioning unit WORKED! We noticed a temperature difference within an hour.

And Solutions Heating and Air was in and out in less than 15 minutes? We were scammed for our $75 service fee! The company would not answer nor call back the warranty company or myself. Needless to say, our AC still didn't work the next day... So, the next day, I called 2-10. I explained what happened with the company they originally dispatched. Our account was noted. We were apologized to for the inconvenience, and they dispatched a second company to come out and evaluate our system. The second company, Efficient Cooling Concepts INC, was able to get us scheduled that same afternoon due to a cancellation in my area. Their technician came out, performed his job thoroughly, (ended up having to thaw out our lines and add a few pounds of freon) and had our unit cooling again the same day. Great company, wonderful techs!

Although the tech got the system working again, his repair job lasted for about 2 weeks. This past Thursday evening, 5/31/2018, I noticed the temp in our house jump up a couple degrees. Sure enough, come Friday by 10 am, our house was 88 degrees! I went to my customer portal, dispatched the company again since it was the same issue. Efficient Cooling came out quickly. The tech was here for a couple hours troubleshooting everything. Diagnosis was a system replacement. There is a valve that has gone bad that is not allowing the refrigerant to be pushed through our lines to allow for cooling. the parts are obsolete because of the systems age.

We received a phone call to approve $704.59 overage charges for the installation of the new unit and coinciding parts. We agreed. The 2-10 rep who had us approve the charges told us our new unit should be picked up from the AC company soon, and to allow 3-5 days. We did that. I waited 5 days to be nice. Today, the 5th day, I called the AC company to check on the unit and to see when we'd be scheduled for installation. I was promptly informed that 2-10 called back immediately and cancelled the install and is looking to repair an unrepairable unit versus replace it. The company said no, they would not perform the repair as they could not be certain it would fix it. I called 2-10 immediately to complain and see where our resolution lies... I was informed that they were "sorry" for the lack in communication and that it is definitely a "coach-able" moment, but that they wouldn't be able to help me at that time.

They want to send out another company for a second opinion, after all agreements for an install have been made, and have them re-diagnose for a repair?!! Obscene... This whole situation is obscene. So then what? Wait to be scheduled with another company again (and lets hope they don't scam us for a service fee), wait for that company to send/submit paperwork, order parts to ATTEMPT repair (Keep in mind, no AC through this whole process), and then if that doesn't work, then order the install (of which you have to wait a minimum of 3-5 days before a unit might or might not be picked up), then wait for the cooling company to schedule us, and get it installed? That's like another 2 weeks and we haven't even reached a resolution yet.

I just received a call back from some other guy who just kept apologizing saying he was sorry and that is their only option. I find that hard to believe. Not to mention, I've held up our end of the deal as a consumer/customer. Our account is paid in full. I already approved the overage charges for the install, of which 2-10 called to obtain. And I waited the requested 3-5 days before even contacting them... In hindsight, I should've stuck with my gut and called earlier. You just can't lead on good faith anymore.

Essentially, 2-10 made an error. They should have received the second opinion they now so desperately have to have before agreeing to an install and having us approve charges and a waiting period. Furthermore, we should have been communicated with and should have been told about the cancellation of our work order. To just be left in limbo is incredibly unprofessional. The way they are demanding it has to be done at this point, is a backwards correction of their error and they want us to essentially just eat the wasted time on it?

Oh, and to top it off, the guy I was just speaking with, who said, yet again this was their only resolution, transferred me back to the main queue when I asked to speak to a manager. I will escalate this as high as it can go at this point... reminds me of AT&T's customer service. So here we are, I have to get my kids to lessons, so I have to take a break in my "work", as my work day is now a dealing with warranty and AC company day, instead of actually working. I still have no resolution, was essentially hung up on, originally scammed, misinformed, not communicated with... And still have NO AC WITH 2 SMALL CHILDREN AGES 2 & 5!!! I've put in more than my fair share of effort. I will continue upon my return. Hopefully I don't get transferred to a queue that can't help me again. I would be more than happy to update my review with an install resolution from 2-10 to the originally agreed upon terms. Please feel free to review our account notes.