2-10 Home Buyers Warranty Reviews

He caught me off guard there for I deemed it to be entirely too long of a time, given the amount of time it took to get him to the house to actually assess the problem. So I was disappointed in the contractor’s services and when I expressed my displeasure and asked 2-10 if we could have another contractor do the repairs, we were told no. So I went out and purchased a dishwasher and installed it myself just to expedite things because at that point, we were going on a month and a half with no dishwasher. They gave us a buyout on the dishwasher where they give us a check for the cost of the materials. However, we did not get our deductible refunded. All in all, while the first time was awesome and wonderful, we were disheartened the second time. Unfortunately for 2-10, it depends on how good the contractor is that they’re using and it made a big difference for us. It made us decide not to renew our contract with them.

The customer service agent never entered that I accepted the costs. I was told the new unit would be in 1-2 business days. I called both the contractor and 2-10 on 5/22 to see where my new unit was and was told it was never ordered because I had not agreed to pay, which is total BS. The unit was finally ordered and again was told 1-2 days. Called again on 5/24 and still no unit. Now told by one person 5-7 days and another person the warehouse is suppose to have a 48 hour turn around. This company has taken my money every month (I pay monthly) for 10 years and now that I have a claim I keep getting the runaround, this is totally unacceptable. I was suppose to hear from this morning and still have heard nothing.

Before choosing 2-10 make sure to research every company out there. Although, unfortunately, several people have told me 2-10 is one of the best, but it seems like they want to drag things out that is going to cost them money. I live in Arizona where the temps are already reaching over 100 degrees and yeah A/C is important, people die here every year from the heat.

Updated on 08/01/2018: Finally got the home warranty company to replace my 12 year old AC Unit, but have had nothing but issues ever since. Tonight makes my 5th call for AC Unit in two months. The company they keep sending out just keeps changing the same part and we are lucky if it lasts 1 to 1 1/2 weeks without shutting the whole system off. 110+ Degrees in Arizona is not fun. Last time it went out my animals almost died because it was a weekend and they didn't want to come out. Now my AC Unit is running without shutting off and not cooling the house. We have junk equipment that is suppose to be 2 months old and the warranty company and the company they keep sending out will do nothing to fix it. Hopefully when the Attorney General's office gets involved my issues can be resolved. Find another warranty company.

5/16 – I call LCB repeatedly trying to get anyone to answer the phone. Someone finally answers and tells us that the parts were ordered and they would let us know when we get in. 5/18 (Friday) – We are called by Trevor from 2-10 who speaks to my husband Jacob. He informs us there are some non-covered items and proposes a total payment by us of somewhere around 1200. Informs us that the air handler on one unit needs replaced, and the evaporator coils need to be replaced on the other unit. After some back and forth, Trevor puts Jacob on hold for upwards of 30 minutes. He comes back with a “better offer”:

1. Buyout: $1345 for the air handler and $1104.47 for the coils (total of $2449.00). 2. Repair: $218 for the air handler and $160 for the coils. (total of $378 plus the $100 deductible). 3. Jacob asks him at least 3 times if there are any other costs, and is assured that there are not. The total would be $378 and that LCB would be calling us to set up an appointment. Jacob tells Trevor he needs to discuss with his wife and again asks if the notes for the work order indicate the pricing that Trevor gave us will be visible when we call back. Trevor assures Jacob that it will. We discuss and budget the $478 ($378 for the repair and $100 for the deductible) and call 2-10 back to agree to the amounts we had discussed with Trevor.

4. We call back and speak with Jessica, who at first cannot find the amounts listed. She finally finds the amounts listed on the 2nd work order number (it appears the original work order has now been closed). She reads the amounts back to Jacob and Jacob again asks if there will be any other prices. She assures us that the $478 ($378 plus the $100 deductible) will be it. She says that LCB will be in touch with us on Monday. 5. She says the parts will be ordered and LCB will contact us on Monday. (NOTE – we were told by LCB on 5/16 that the parts were ordered already).

5/23 (Wednesday) – LCB contacts us and lets us know that they have scheduled the repair installation for the next day 5/24. We get an email and text messages confirming this at 2:45 pm. The scheduled time for arrival is between 8 am and 10 am on Thursday the 24th. 5/24 (Thursday) – 1. LCB contacts us at 9:45 am via telephone and lets us know they are on the way and “will be there shortly”. 2. At 12:15 pm (2.25 hours after our initial appointment window ended) LCB shows up. 3. Jacob attempts to verify the amounts they have on their paperwork with the amounts we were given. There is a major discrepancy. LCB shows we owe $1170, and not $378 (a difference of $792). LCB calls 2-10's contractor services and speak with Jocelyn. Jocelyn informs Jacob that more parts had to be ordered and it was going to cost more.

a. At NO point since the original conversation with Trevor/Jessica on 5/18 did anyone call to inform us that there were other parts needed and additional money would be owed. b. We agreed to repair based on the $478 ($378 plus the $100 deductible) and budgeted for this. c. Jocelyn informs Jacob that the repairs cannot be done for this cost. d. Jacob sends LCB onto their next job, as no solution has been reached.

4. At the recommendation of our realtor (Lisa ** of Harris Homes/Keller Williams) we reach out to Kai **, Territory Manager for 2-10. During this conversation, he states that “sometimes there are other costs” and “I will have to pull your information when I get back to the office I am driving now”. Mr. ** asks me to text him our address. I text him our address (1:31 pm), as well as my husband’s name and phone number so that he can call Jacob if needed. At 3:05 pm, I again text him and ask when someone will be in contact with us.

i. He writes back “should be today, I spoke to the admin at low country and she was going to speak with the technician. Customer experience is ** or cexp@2-10.com”. b. When pressed on the issue that the customer experience phone number is simply an answering machine and that I expect some sort of response, he responds with: i. “I’m going to have to allow them to review and contact you, I don’t have access to claim notes”. 5. At of 10:45 pm when my husband Jacob and I went to bed, we had not heard from anyone from 2-10 HBW or from LCB.

As of 10:45am on 5/25 – we still do not have air conditioning, nor have we heard from anyone at 2-10 HBW or LCB HVAC. We have 3 children, and 1 pet. We all suffer from allergies, which are aggravated by having to have the windows open constantly in an attempt to keep the house cool. We live in the state of South Carolina, where temperatures often reach the mid 90’s in late May and early June. The treatment we have received from 2-10 is completely unacceptable and extremely unprofessional. I am currently (as of typing this) on hold with the "customer advocate team" trying to get them to answer the phone before we escalate this to the BBB, and emails to the CEO.

The reps I've spoken with have always been very professional. The last gentleman I spoke to was very informative and at one point, he left a 15-minute long voice message to thoroughly go over everything that was needed to be told about a water heater replacement. Some of the vendors have been interesting individuals but in the end, the contractors always completed the work satisfactorily and I really appreciated that. I would definitely recommend 2-10 Home Buyers Warranty.

12 hours later, I got a call from 2-10 saying that they couldn't get those parts. So, when that became clear and that they weren't gonna mess around with it for a long time, 2-10 helped and gave me money to get a new washing machine to start washing clothes again. I was pleased with that and I thought that was great. Overall, my experience with 2-10 has been excellent. They have excellent value and good service.

Upon sending the findings and estimate to 2-10 Home warranty, they quickly denied the claim for the same reason Stacey mentioned, the coil couldn't have possibly leaked in the amount of time I had lived there after closing. The warranty went into effect on the date of closing and the plan purchased covered the claim filed. I explained this to the representative on the phone, telling her it doesn't matter if it happened 1 day after the policy went into effect or 360 days. The warranty was purchased to protect my investment and they flat out would not honor their own warranty. After the initial denial I called the inspector back that performed the inspection and he stood by his work and that the warranty should cover the claim.

I also spoke with the previous home owner and realtor upon the 2-10 representative's advice, upon which both were furious that the warranty THEY purchased would not stand behind them. I again called the contractor and filed another claim to which he enlightened me on a little 2-10 Warranty know-how. He has obviously dealt with a lot of warranty companies and said the 2-10 was by far the worst at getting things done. He mentioned that all they want is for people to renew the warranties year after year without actually providing any service, especially with A/C units. He said this because in 2020, the government is going to stop companies from making refrigerant-based systems making them eco-friendly.

This means there will be a lot of people having to replace the current systems once they go out and he said 2-10 will continue to deny the claim based on this and that I should let this warranty run out and then purchase a warranty with another company that will fix my issue. Basically I have read several reviews on here and most dealing with A/C units are not getting results. Stacey from Carolina had the same problem I did and also recommended not to go with this company. I am extremely disappointed with their decision not to stand by their policy and I would definitely not recommend them. I have repeatedly called them on this matter with no help from any representative on resolving the issue.

I talked to a rep over the phone to file the claim and when I told her about the food I prepared she reacted as if it was not her problem. I know that she didn’t care because it wasn’t her food that went to waste. I work with customer service so I know all about customer service and I do want the person to come back and treat me right and not just treat it like it's okay and brush it off. Nothing was freezing and getting cold. I took the refrigerator over with me when I got the house so when it threw me off when it went out. On top of that, I really did not know because I did not see it leaking out. I opened it and everything had melted so there wasn't even a way for me to save the food even if I could transfer. The tech took about a week before he came out and he was awful. But he came in and he fixed it out and even told me how much food I wasted.

I had no cold water in the washing machine valve and at the same time the garbage disposal went, so it would cost me $200 to have the same guy at the same time to look at both. And as far as repair work, unless it's a brand new house, everything to me is pre-existing so it doesn’t make sense. This is a 12-year old house and it needed many repairs that we did not know about. I understand the concept of having house that’s not brand new because they tell me it's pre-condition. But they may wanna change their policy about that preexisting because if it's warranty, it's warranty. How would we all know what's behind the walls?

I called 2-10 and they happily made the change. Suggest they have some additional information on their website pertaining to this-or, if it’s there already, that they make it more clear. Service call occurred, leaking coils discovered. Received initial call from 2-10 that repairs were approved. Moment later received the call retracting the approval and outright denying any coverage at all due to “sizeable leaks that could not have occurred within 6-weeks of the warranty’s effective date which means the units were not in proper working order at the time the warranty was purchased.” Apparently the fact that a legitimate and legal home inspection occurred and the AC system passed has absolutely no bearing on the decision to deny coverage.

In calling 2-10 back, the representative I spoke with went so far as to suggest that the inspection was wrong and that I should contact the seller to take this issue up with them. Moral of the story... if you are not an expert on any system that your 2-10 warranty covers, you might want to have an expert come in to verify that your system actually is in perfect working order before you spend money on this warranty. Since a home inspection report doesn’t count towards your claim, get your ducks in a row with expert validation or don’t spend your money on this warranty.

One of the recent times that I needed a contractor to come over to service my HVAC, the contractor said that he needed some new part. But since it wasn't broken yet, 2-10 wouldn't allow it. The same thing happened the next day and it broke again and they had to come back. It was just a waste of time, and that could have been avoided. It could have been more streamlined. Other than that, the claims representatives were very helpful, and the contractors seemed knowledgeable and they did a good job.

It was the second time they had to come out for it. I told them that my husband had COPD and they were very helpful. They got the work order out within 15 minutes and the company was back the next day. The air conditioner is working but we will be needing a compressor, and 2-10 hasn’t gotten back to us yet if they were going to pay for it. But the communication levels are very well. Every claim I’ve put in, they have been taken care of except for our microwave. They explained that the homeowners had the microwave built-in but it was not a built-in microwave so we weren’t able to get that taken care of. But other than that, 2-10 Home Buyers Warranty is worth it.

After being placed on hold again she informed me that the denial of my claim had been overturned and they would fix 1 out of the 3 appliances. The representative contacted the contractor who did the inspection while I waited on hold and they ordered the parts to repair the dishwasher through 2-10's purchasing department. Fast forward to today, which is 13 days later, I called 2-10 to get an update because I have not been contacted to schedule the repair. I was informed by 2-10 that even though they had previously overturned their denial of my claim, corporate had then overturned the claims department decision to fix our dishwasher.

We were given no notice that this decision had been made, and the representative I talked to today made no effort to remedy the situation. I asked for a corporate contact number and was told they didn't have access to a contact number and would not provide one. This has been the most frustrating customer service experience in recent memory, and I will be seeking to cancel my warranty.

Last year, I had a property that had an air conditioner that needed to be fixed and it was a runaround trying to get somebody out there. Then the contractor that they assigned kept telling me different things with the part, either it was in or it was on order. It was in the summertime and it took over two weeks. I wouldn’t recommend 2-10 Home Buyers Warranty.

Per our contract under plumbing, under covered: INCLUDED: Toilet tank. Per our contract under EXCLUDED and given as the reason for denial: "Water residue or insufficient capacity loss arising from porcelain chipping, cracking, dents or other externally caused physical damages". Our claim was for a new toilet due to cracking on the tank NOT a request for a new toilet based upon water residue or insufficient capacity loss. Also, there is no evidence of externally caused physical damages. We are currently seeking our options for a mediation company and researching a new home warranty company. Do NOT do business with 2-10 Home Warranty company. The contract is worth nothing when your claims are denied. Thank goodness for USAA Homeowner's Insurance that actually covers you when you need it!

I've been without AC for weeks now, as the original contractor (iDOVE) refused to come back out to fix the issue, and the second contractor (Hynes Heating and Air) who was assigned to review the new issue and fix, never submitted the official report and stopped accepting phone calls from both 2-10 and myself. I filed several complaints with 2-10 on this and they gave the contractor an entire week to respond, and asked that I be patient while it's 90 degrees outside with no AC! They never responded and I had to finally request that 2-10 assign to someone else.

I've had every contractor that has come out tell me that 2-10 pays the contractors horribly and that's why they're not able to get good contractors to complete the jobs right and provide an expected level of professionalism. Once I finally get this issue resolved, I'm going to do my best to get out of my contract and go with another home warranty company. I would not recommend them if you're looking for professionalism, prompt action and qualified contractors.

I finally called a plumber myself as the plumber they assigned (after I submitted an online work order) never called within the timeframe. Now I cannot submit my invoice. Please tell me how to submit my invoice for payment. There is no information on your website on how to submit my invoice. I was able to contact your "chat" but was referred back to your website which was no help. Please help.

Upon talking to the representative, we were told that there is NO SERVICE ORDER reported for our AC unit! Needless to say, my husband and I are furious because all of this time, my asthmatic child and myself with medical issues are SUFFERING in a home with the thermostat reading 84 degrees!! Apparently this guy who came out for the service call just "stole" $100 from us because he never reported the service call to file a claim for repair of our AC. So as of today, our attorney has been contacted and we are taking legal action. We are cancelling our contract and will NEVER advise another homeowner to use this company. (Just got a second opinion from a different HVAC company, the unit does not need a compressor, it was something else!) Another insult to injury.

Accent Heating and Cooling (newly assigned contractor) was extremely professional on the phone and was able to come to the house on April 23rd. The contractor was professional and personable and said that some major parts had failed on the outdoor unit as well as the inside air handler. The contractor sent 2-10 the invoice with the recommended parts needed the same day as the diagnosis which was April 23rd. I called 2-10 to follow-up on April 25th and April 27th which resulted in conflicting information being given to me in regards to the parts that were requested. Somehow both phone calls I had to be transferred numerous times and was even told they didn’t show any work request!!! I contacted the contractor and he even stated he had tried to request the status of the parts and he was told they don’t know why parts haven’t shipped to him.

At this point, I was given different answers, no answers, and the contractor was as confused and frustrated. I called 2-10 the following week on May 3rd, and spoke with the Purchasing Department. They stated that parts are being shown as being ordered but they don’t know why they haven’t shipped. I was told they would send an email when they would ship... no email. I again called on May 4th and spoke with a Supervisor who understood my frustrations with no answers and no service up to this point. She reimbursed the initial service fee of $100 as a courtesy which was nice but that did not solve the problem. She assured me that she will be following up next week to get to the bottom of all the “round-about” answers and lack of answers of where the parts are and if they have even been ordered.

I again called on May 7th and they stated the parts have been ordered and a tracking number has been made and they should arrive to the contractor on May 9th. Guess what, May 9th came and I contacted the contractor and he said he received 1 of the 3 parts by mail. He said he called 2-10 asking where the other parts were and they didn’t have an answer. I immediately called 2-10 and they stated they only show 1 part being ordered. CRAZY! I was told, yet again, they would be following up.

It is now May 11th and I contacted 2-10. I spoke with Fran who said she shows the 2 other parts were canceled at some point but couldn’t tell me when and by who. HOW DOES THAT EVEN HAPPEN? She took a few extra steps and forwarded my claim to “the back room” which apparently is “rare” because they don’t usually do that (according to Fran). I was told by her that they would be contacting the distributor and they would call me tomorrow.

Well, tomorrow is Saturday so I demanded this be taken care of TODAY. I had to remind her this is 3 days short of 1 MONTH OF NO SERVICE. Fran called back within minutes and stated somehow the order for the other 2 parts was canceled and they are working to get those parts shipped from the distributor by Monday. By then, it will be over 1 month since the initial service request and still no fix to the HVAC. This is UNACCEPTABLE with paying over $500 for a home warranty that has failed to provide service in a timely manner.

I've had a couple of issues with contractors that they used, but that’s not necessarily 2-10’s fault. If the contractor starts getting sloppy then you just tell them and they’ll dismiss the contractor. I had some issues with the air conditioning unit and people using duct tape and not doing what they're supposed to do, but 2-10 worked through that and made it right. Other than that, I've always had great service through the contractors and I don’t have any issues with 2-10 as a company and as a whole. I would recommend 2-10 Home Buyers Warranty to anybody that asked. People need to do their own research and make sure they're selecting a company that meets their individual needs. It’s up for renewal in a couple of weeks and when we signed up a year ago, we did the basic level package and we didn't add on anything, so what you get is worth it as far as being what you can.

The guy came out here Monday so the last four times with his visits I had either been in the heat or in the cold. And so finally she told me this weekend, "See if you can find somebody out of the network. They would just have to call us first and get an okay." I couldn't find anybody who do that. Nobody dealt with 2-10 Home Buyers Warranty. So even though I pay them all every month, I'm to the point now where I'm trying to find somebody to fix my air before I get sick or before my family gets sick from pooling with the heat. I'm very dissatisfied.

But I'm still needing to contact them about reimbursing me on one of the claims. Usually they had been paying the client, the vendor or the contractor that had to do them but because I had to reach out and find someone on my own this will be the first time to reach back out to them to get a reimbursement. I'm dissatisfied with the experience right now.

I tried to get 2-10 to take care of business but they were very unhelpful. I was kinda on my own, which was why it took so long. The customer service that I talked to was amazing and really nice. She was doing customer service, which they were supposed to do. She connected me to somebody else to make it happen. The guy who happened to be above her said, "No. We're not paying for that. We don't pay for that. We're not gonna do it." And she had already told me the service call would be on them. I had American Home Shield at my previous house and they did a better job than 2-10. So I was like, "Well, I would go back to them versus this company."

Anyway, fast forward a few days and our A/C stopped working again. The contractor came back out, but this time he said it was the coil. He ordered a new coil, we waited 2 weeks, he came out to install and realized he ordered the wrong size. He said he would take it back and just exchange it. A week goes by and he finally goes to do that. He then realized the part is hard to get and it would take 2-10 at least 5 more days to find the part. Well we live in Atlanta where it is 85 degrees and I have a 2 year old sleeping in a space with no air. Waiting more time was not something we could do. We opted to pay to replace on our own where we found out the contractor had messed up our ductwork around the furnace. That was $300 out of our pocket we should not have paid.

Save yourself time and money and just do not use 2-10. I cannot say for sure that they are the issue. The issue could be the contractor. Either way 2-10 hires the contractor so it is still their issue to fix. 2-10 has also been less than helpful in fixing this issue. They don't seem to care about negative reviews and just go back to their disclosures. They are not customer friendly and just result in added frustration."

I asked to speak to a manager and they just said if they got another person to come out sooner, I’d have to pay another service fee. And I said, “No. I’m not doing it. They didn’t get it fixed the first time why would I have to pay another service fee?” So they finally went ahead and said they’d wave the service fee but I’m still having to wait three days just to get a call from the new people that they’re gonna send out. That doesn’t mean they’re gonna come out and fix it. I just have to wait for them to call me. It’s a horrible company. So I’m never hiring them again. When my contract runs out I’ll be done with them because I’m not happy at all.

I called the contractor and said, “Well, it didn’t get fixed right.” And they said, “Well, we have to follow the procedures that 2-10 puts in place.” I was saying the procedure they have to follow would be to fix the problem. But they can’t do that. They fixed this one little tiny part but there's a leak is some place else. They should’ve checked it because when we got there yesterday, our place was up almost to 90 degrees and now they want us to stay there in that place until we’re almost done with our vacation before they send somebody else out. And then if they get to the next step of the procedure they can follow that but that doesn’t guarantee it gets fixed.

However, they were horrible. They couldn’t fix my dishwasher and they couldn’t get the parts. Also, there was death in the family and I was supposed to go a service at night. They were supposed to come between 2:00 and 4:00 but they came at 6:30. It doesn’t cost anything to keep me posted on what time they were coming. If I had known, I would have canceled. They were late and they were rude. They tried to hit me up for money. It’s the second time in all these years that we had somebody shady. But it wasn't 2-10's fault. I said, “No. It’s gonna be nothing. I paid the home warranty to come and pay you. Let’s call the home warranty.” Then the contractor said, “We don’t deal with the home warranty company.” I said, “Then how did you get this appointment?” So, it was really questionable the way they acted and if 2-10 uses them, that’s fine but I would never use that company again.

2-10 reps were usually very nice and they really are very good about getting somebody out. I wish though that the cost was less because things are gonna break. Nonetheless, I’m very happy with them. 2-10 has been very reliable and very trustworthy. They are a very good company. I had no problems with them over the years.

We filed our claims online which was very easy to do. Then their contractors told us what time they’d like to come out and they were in the house within 10 minutes of the time they wanted to come out. So, there wasn't any hard way to deal with anything and it was very convenient. In fact, our plumbing problems were all assigned to Parlier down at Wilmington and they did a great job. Also, 2-10 is well worth the expenditure because we had more repairs done than we paid for for the year’s coverage. We bought the warranty as well for the people buying our house and figured that that was the nicest thing we could do for them.

Looks like this is an issue that could go on indefinitely. Their sub-contractors are obviously of extremely poor quality and unfortunately for them that is a direct reflection of the home warranty company. It seems to me that they are only contracting with the cheapest bidders and who those companies don't want to be hassled with service calls from a home warranty company. I am extremely unsatisfied. I don't want a response back on here apologizing. I just want my problem fixed.

Their claim reps are doing fine and the way they handle the calls is not a problem. I interacted with some of the contractors. There was a contractor where their contract was plumbing. Some of the houses that we have are supreme coverage and we knew that they were supposed to replace the faucet. But the contract ended up being quoted too much on the thing. And so 2-10 called me that they wouldn't cover the faucet because it was over $150. Faucets are some things that we replace sometimes, we know that we'd be over 150. I called the contractor and told him that I'm gonna buy the faucet, I'm gonna put it in the house and he goes there and replace. Then I asked him how much that was gonna cost me and he said nothing. I paid $700 for the faucet. But $150 cover very well a faucet of $70.

2-10 is cheaper than other companies that I have with the other property and even in my own house. 2-10 is an average company like everybody else and they're trying to do a good job, although sometimes they don't. A home warranty paid the pain of the contractors. That helps and is wonderful. But when they don't, then that would be a problem. But so far, the group of contractors that I know, except for 1 and 2, are good, and I have already provided 2-10's phone number to many friends.

When I filed a complaint with 2-10 for what THEIR contractor did to my property, they told me that they are not responsible for any damage done by any contractor whom they send to do repairs, and that the only thing I can do is file a claim myself against the contractor. This is absolutely irresponsible and makes the insurance policy pretty useless. 2-10 basically does nothing but refer contractors without taking any responsibility for their actions and the damage that they cause. Completely unacceptable.

It’s a very frustrating process ‘cause it’s all voice command. I would say things five times but it still wouldn't understand me. Then it would switch to the numbers. But I would use the numbers one time then it would switch back to voice control and I would have to go through the whole thing for every step. But once I get the call in, they would put the claim in, give me the number and send me an email that Monday or Sunday, depending on when I called. And whoever got the ticket will call me. Both companies that came out, Jack’s Refrigeration and Northeast Florida Air Specialist, were very good and professional.

The original two visits were back-to-back. If it could have been local, everything would have been done but they had to make two trips. There is a $100 fee every time somebody comes out for service and 2-10 said that if they have to come back for the same thing, they won't charge me but the contractors do every time. Our AC unit was out and it was hot. The fans were blowing but they didn’t blow cool air. So, they came out, and when they left, I wasn't not sure if it was working because when I got home, it wasn’t. And then, I had to get them back out.

I turned the AC on earlier this week and I have them coming out there now. I'm sure they're gonna charge me another $100, but it's the same unit and the same issue. That's just the set up that they have, so they nickel-and-dime you on top of your warranty that you already paid for. I tried to get my $100 back and made a couple of phone calls but 2-10 said they can't do that unless the contractor says it's the same problem. It is but nobody even wants to follow up at all.

Original Review: May 1, 2018

I've been with "2-10" for about 4 months. My AC unit has been down since the 4/14. I called it into 2-10, someone came to check it out on the a week later from Piper Services LLC on 4/23. The guy said that it's a small job and should be cover under warranty and I gave him the co-pay. A week goes by and no one has contacted me back from 2-10 about the issue. (This is now 2 weeks now.) I called 2-10 and they said that Piper Services hasn't gotten back to them. I spoke to the guy who came to diagnose the issue and he said that he contacted 2-10 that very day and he'll call them back again for me to make sure. 2-10 is very unreliable, I wish I knew this before I got stuck in a contract with them. It's about to be a month with no service.

In fact, one time I called 2-10 and asked if I could use my local person when something went wrong but the answer was no. Overall, 2-10 is not bad but the relationship I had with my previous home warranty was so much better. All they had to do is call up my home warranty and they sent them a number and they send in their license and then they got paid.

During our first claim, our hot water heater went out. 2-10 gave an amount that they would allow. So I took that and found my own plumber who replaced the entire hot water heater. I paid him and they reimbursed me. Everything worked out within 10 days. As for the contractors they had sent out one of them was friendly and talkative but he was somewhat of a debbie downer. He wasn’t really that positive. But overall 2-10 is one of the best that I’ve dealt with. They're very responsive over the phone and they call back. They're dependable. I'll tell people I’ve had nothing but good experience so they should go with them.

She sent me off the phone with less than the best opportunity to feel good about a repair that required my sheetrock be cut. I have just finished repairing it from the cuts 30 days ago and due to poor workmanship, I have a leak in my master bath shower coming from the same electrical outlet as before. It is frustrating and she refused to waive the service fee for another contractor to come out to fix it properly. Even though we were told by the 2nd company that they have to come out to the area that I live to fix the 1st company's work all the time.

Shoddy repairs and poor customer service after 19 years is not what I expect when dealing with the most expensive asset that I own. I have requested that someone from the corporate office reach out to me, but was also give no promise that this would happen. I was merely told that she would send it up and someone might contact me. MIGHT??? 19 years is only good for a night. I would caution anyone that hasn't bought this type of policy yet, not to buy it from here. They don't value you as a customer only as a service fee, that surely is not to be waived for their poor relationships.

It was discovered during routine spring maintenance that my evap coil had a huge hole in it and I had no freon. On the recommendation of the contractor, because the part is now obsolete and can no longer be replaced, it was recommended to replace the 23 year old system. In NC code is very strict you cannot put a remanufactured replacement part in this system. Code inspector will fail the job. They offered me $620.68 for buyout. I paid $4100.00 for a new AC system. I am cancelling my contract with them and calling channel 9TV to report them here in Charlotte NC. Dishonest company don't want to pay for the required parts i.e. replacement of an old failing system.

2-10 was trying to get people who were 8,200 miles away from me and there’s no way they’re gonna come out. Also, I tried to explain to them that I had an issue that was going to perpetuate itself and that was gonna be something way more expensive and going to cost us both, because it’s gonna cause damage to other parts in the house. They weren’t receptive or responsive to any of that, so I wasn’t very happy. They're trying to work with you but their in-network is too limited and they don't support their in-network folks the way they should so they keep losing them. The reason we get into these programs is to alleviate going through the headache of searching for people and everything else and they need to step up a little bit more.

Submitting a claim online was significantly better and easy. It only took me five minutes. First, I went to the website to prepare the log in since it was my first time. There were just multiple choice questions and answers with the question. I just clicked and then after I submitted it, I received a phone call within 24 hours and I got an email too saying that it was a plumbing issue and it had been scheduled.

The speed in which I was able to submit the claim was much faster that getting the service out but I understand because of the volume. That’s probably the reason why. I submitted the claim on a Friday but it wasn’t able to be serviced until Monday. The first time I spoke with their contractor was when they arrived at my home. They were already three hours past the window that I was given but that happens. So, I'm not overly upset about it. They were very professional and courteous. They took time to explain anything that they saw. So, I was totally satisfied.

We got an estimate done for the work that we needed and because they were local contractors, their prices were significantly higher than 2-10’s contractor. We submitted for a high dollar bid and while we waited for one week and a couple of days to hear back, we didn't have hot water in our home. When 2-10 finally called, it wasn't about the estimate. They called to say that their contractor Attaway Construction was available, that they could come in and give us an estimate, and we can use them. With that, another two weeks were added to our timetable. So I wasn’t very pleased with the experience. It was quite a hassle.

Ultimately, what we wanted to do was replace the water heater with a tankless heater and 2-10 said that they would do a buyout. It would cover the cost of replacing the water heater but we would pay the difference for the tankless. We decided that was what we wanted to do but 2-10 told us that they would only cover $720 worth of repairs, including parts and labor. That wouldn't even cover what their own contractor's estimate was. Their own contractor estimated around $1,600 just to replace the unit. And then when I got the check in, it was actually for $660 so it was even less than what the woman on the phone told me it would be.

We also decided to go ahead with 2-10’s contractor because they bid us $3,200 for the tankless. We called and scheduled an appointment but on the day of the install, that contractor supposedly had car trouble and couldn't come and install our water heater. By that time, we were at two weeks without hot water and we ended up having to wait another week entirely. The next time the contractor was supposed to come to the house, he didn't show up and we didn't even get a call. We tried calling their company but we couldn't get an answer or a callback for two days. I called them on another day, sat on hold for quite a while, and went back and forth with a few different people to try and figure out what was going on. Finally, the contractor admitted that he was just overbooked and he didn't have the manpower to do the job. By that time, we had been waiting for three weeks for our water heater.

Following that, we found another contractor, Avrett Plumbing. They were more expensive than Attaway by about $600 but they had a reasonable bid for what we were looking for and they had the manpower. They showed up quickly after we called. We were able to get our water heater installed and they did a great job. The issue that I had with the Home Buyers Warranty is that, especially for something as critical as hot water in a home, we experienced an incredibly long wait time to hear from them. If the warranty hadn't saved us about $600, it definitely won't be worth it. We paid 2-10 Home Buyers Warranty over $500 to have that warranty and it's going to expire in a matter of days but it didn't really do what it was supposed to do.

The rep was a nice lady. She was courteous and prompt. She gave me someone who came out on Monday morning. They were supposed to be here by 8:00 o'clock so I had gotten everything ready by 7:30. At 8:00 o'clock, my bathroom was leaking and water went all over. The people sent by 2-10 came and put in a new heater for me. They also they took out all my rugs, my face board and my heritage. I gave 2-10 75 bucks for co-pay, but I had to give the contractors 150 for the fitting that would fit the new heater. Then another $50 for them to haul away the old one. Now, I'm waiting for the other insurance.

The main thing I'm keeping 2-10 for is for my air conditioning, which was ancient when I got here, and my water. People say my air conditioning won't last that long, but we need it and I do not have the money to shell out. With 2-10, the only thing I have to pay is 75 for whatever else they do and it would be less expensive than me buying a whole new air conditioning. I'd say to friends that 2-10 is very good.

For the first one, the person did not come out in a timely manner and he had to order a part but we never heard from him again. 2-10 offered to buy us out and did not help us resolve that problem. They did not follow up with us anymore, just paid us the $150, and let us deal with the problem. The original issue is still not fixed and it's been over a month now. We also got this other thing pending and we want that fixed. All in all, 2-10 is terrible and we're dropping them as soon as the warranty runs out. They suck and we would not recommend them. We get that their call center doesn’t really know what the problems are, but they certainly aren’t looking to satisfy the customer.

If that is not bad enough, they are saying it's preexisting since my contract just started this month. We lived here for almost 2 weeks with hot water, I know it was working when we moved in and we had a home inspection and it was working then. I emailed them the inspection report and am waiting for a response. Really the hot water heater should be covered regardless because they gave authorization and then went back on their word after the work was complete. I have spoken to numerous employees and am waiting on a response to my email. I will update this review if they resolve it. As of right now, my advice is pick ANY other home warranty company. We had one in the past at an older home with another company and never had any complaints.

Of the previous two claims that we've had with 2-10, the first one is for the air conditioning. We had 90-degree weather and it took five days to get it fixed. I'm over 60 years old so I didn't like that. The second one was for the washer and it took forever for them to try to fix it, but then they couldn't. They gave me the money for it, but it took 10 days for me to get my check. Moreover, they said the washer had to be white, instead of the same color as the one we had. The contractors have been all right and they were very good about calling us. I'd recommend shopping around. I heard that 2-10 is very expensive and there are other companies out there that accommodate you for less.

I called 2-10 back and they wanted to send out somebody else to try and fix it again. At that point, I had been waiting for a couple of weeks to get these things fixed. They explained that the process was that they were gonna continue to send someone out to try and fix it but I didn't wanna have to have people come back continuously so I ended up stepping outside of the warranty. If 2-10 has sent somebody qualified and they can’t fix the problem, my next step would be for them to go ahead and do a replacement for me. But that wasn’t really an option I was given. The follow-up process of getting a replacement seemed relatively redundant but other than that, they have good customer service.

The claims representatives were generally polite and nice because 2-10 is a little bid and they want the cheapest-person-available-to-do-it kind of thing. You tend to get the lower end of people since 2-10 is not gonna pay as much, so they have to pay whoever is willing to accept a lesser amount. Most of the contractors seemed sincere with what they were trying to do. Once in a while, I get one that seems kinda off of their head and not as well-trained. Generally, they're not bad, they know what they're doing, they just get frustrated at 2-10 for how they limit. The contractors can only do this much and then the person that's doing the work would just have to suck up the extra cost because 2-10 is only gonna pay them so much. Unless you set me off, it needs a little more work. Then rarely you get somebody that's gonna put it in and ask you to cover the cost because that doesn't make a lot of sense for them.

When we had a plumbing issue, 2-10 can't get anybody to come out this area. So I hired another plumber, which is a lot more, but hopefully, it will be taken care of. Our issue is a bit more of a headache here because we have a septic and a well. So we’re not really hooked into anything and 2-10 only covers certain aspects for that. They cover the well motor and if that’s the only thing that goes wrong then you’re good. However, if you’re piping, then it’s on you. It’s the same with the septic. Certain parts of it are covered but not all of it. 2-10 is really good and sometimes they're not so it depends on what you're getting done. My experience has been okay. It kinda works and if we were totally dissatisfied, we would've gone and found something else.

I called 2-10 and I told them about it. When I had plumbing issues, they go send a plumber out. So the plumber I choose, I know they're not from Alabama, but the plumber was in Pelham, Alabama. I'm in Locust Fork. We're about 100 miles at least distance and they're supposed to have this window when they're supposed to be here. But when the window time is up, a man called. He said he was not gonna make it that day. Two weeks went by I got a call from that same plumber. He was in the office and he said, “Hey, we never finished our job.” I said, “Never finished, you never showed up.”

I ended up paying a plumber out of my pocket to fix the washer, dryer and the washer connections and I paid them out of my pocket. I'm supposed to have an electrician out today, but they said I could call my own electrician and pay electrician and then they’ll go reimburse me. So they got a plumber scheduled. I've yet to hear from them. I did that Thursday. They didn’t call me Friday. They haven't called me today. So so far it's not been fun with them. And I asked them, “Can I call my own plumber? There's one down the street.” They had this list they go by so they got me another plumber scheduled but I've yet to hear from him. So I pay for a home warranty and so far it's been money out of my pocket.

I called them on the phone and I take it on the phone and I do it that way. But that’s been no trouble. They’ll take it but I haven't seen any work project come out of it. As far as calling in and making the orders, they're great but once I told them about the electrician problem there was no "Hey, I'm sorry we're gonna replace your face plate." So I told them don’t send them. I said, “I have to get my own electrician, have them come out here, call on the phone once he diagnosed it and calls and the lady said, “Okay.” Then I'll pay the electrician and they will reimburse me in about 10 days is what she said.

It's not worth the money that I paid so far. I paid money out of my pocket to the plumber. We had a washer that the handles leaked. It's supposed to have been fixed prior to home inspection and it's supposed to have been fixed prior to inspection of the home. In return, repairs were done. Apparently when we get to the washer in here and hooked it up, it wasn’t done so we couldn’t wash clothes and I called them and it took them awhile to get a plumber to come out here.

And then the experience I had where the guy couldn’t show up, so I called the plumber. He’s not 2 miles down from here. They charged about $200 to replace the two handles and I'm like okay. And something else we did was when the water run into the refrigerator, they said that had to be under something else appliance or something like that and it's a plumbing issue. And so it's a plumbing issue because it comes up in the water lines. They said I had to make a separate claim for that. So the plumber fixed that while he was here for free. It was just he connected it and had to be replaced on it. But he did the plumbing issues and I paid him about $200.

He gave me an estimate on what I need fixed in the shower head that’s leaking into the wall. He would have given me an estimate on that, which is what that plumber at 2-10 is supposed to have me contact which I hadn’t heard from. I suppose we kind of had it fixed. The work product as far as getting it here sucked. They just haven't produced.

However, when we submitted the bill to 2-10, they refused to pay it because they said that we never got in touch with them and that’s their policy. I said to them that they told me to get someone, and since they had approved the snaking, the contractor did it. Also, my basement’s flooded and we’re walking in sewage water. So I needed it taken care of, and in the middle of this, I can’t have him call and talk to the people at 2-10. So in the end, I had to pay out of pocket and that was the bad taste in my mouth.

2-10 got the contractor to call us and when they came out, they actually replaced the problem whereas when we bought the house, the other contractors could’ve replaced it but didn’t. So they did a good job at least. I would have liked the repair to be a little more all-encompassing but the contractor thought that 2-10 wouldn't cover that under the warranty. They just patched this sump pump in when they should have replaced this pipe that goes out of the house with the correct sized pipe. It would have been a lot of hours of work though. Still, I’ve had a good experience with 2-10 so far.

Another day rolls by and their contractor shows up to give the same diagnosis. Now we are in limbo waiting on approval of a new unit, then will be waiting on them shipping it, plus wait on install. The last lady assured me that from the time of initial service request to having the unit installed would be no more than 2 1/2 weeks!!! YIKES!!! Not good when you have 4 small kids and a pregnant wife with a house that's 62 degrees since the outdoor temp is going to be low to mid 60's for the highs over the next week and low temps dropping into the 30's. Clearly a company worried about saving a dollar and not about protecting the family they serve.

Just so happened the warranty company was calling me to tell me that the tech said he could not smell anything. Since he said that, warranty company said they can’t do anything. Then tech denied saying that to them. The second guy that was here with him said he could smell. I am so upset. The smell is bad & since it’s attached to my bedroom, it literally makes me nauseous when I am trying to sleep. I feel like the plumbers saw this as a quick way to make $100 & not have to do anything. I asked if I could have it looked at again by someone later in & was told that since the tech couldn’t smell it, it would not be covered if I make another claim. I’m very upset.

The diagnosis said that my sump pump was a sewage and it's not. It’s a ground sump pump. I told them that it was not a true diagnosis and then I spoke to the contractor who changed it to the correct diagnosis. Then I was told almost right after that that it won’t be covered because it was debris, which is not true. My house was renovated but it wasn’t renovated extensively. The floors were changed but that was about it. Everything else literally is breaking down. Now we’re told I have to pay out of pocket myself for a second opinion and that there's no guarantee that it’s gonna be covered. If it rains too much, it’s going to flood my basement again.

Also, I should have been told in the beginning that they won't cover it because of the diagnosis and that they won't cover it for debris. But I had to keep calling, going back and forth, only to find out they're still not gonna cover it. That was very frustrating for me. They should communicate a little more as far as what’s covered and what’s not covered. If I only knew everything from the beginning then I wouldn’t have had my hopes up to call the contractor and waste time. I would tell others not to go with 2-10 and I would actually like to cancel my policy altogether. Why would I have a policy where everything’s gonna be an issue to get something fixed?

We also had the dishwasher handle come off and the rep took pictures of it, took the code and said he’d get back to us. He said that if it was cosmetic, they were not gonna cover us. It was the handle and I have a million-dollar home. I wasn’t gonna put glue or a silver Gorilla tape on my handle. It’s open and not cosmetic. I can’t open a door and it’s double stack. So, my wife tried to call and the guy who she called let it ring three times and there was no answer.

Another thing is that our fireplace up in our bedroom is a gas fireplace and we can’t get it working. We put in a claim for that and someone called us to make an appointment. He was asking me what kind of motor we have and I tried to crawl around looking underneath the space, but there is no motor. I couldn’t tell him and he said that he can’t come here, so it’s still not fixed for two years. Also, our under the counter wine refrigerator was making a really loud noise. We called up a company to have it fixed, but they never heard of it and they wouldn’t come out. Luckily, the noise stopped, so we don’t need it fixed anyway.

But we had our garage door fixed and that was a good experience. Our microwave was also making a lot of loud noises and it started out a bad experience. One guy came, took the whole microwave apart and said he couldn’t fix it, so they sent another guy. And when he came and saw that it was apart, he wouldn’t touch it. We were left with the microwave all pulled apart and waiting for somebody else to call. Then they sent the third person who just said that it was not fixable and we were able to get a new one. It took weeks, but it ended up being a good experience.

We’ve been with 2-10 for six years and we had a warranty with our new home, so we just used that. I have a 2-10 homeowners warranty on my house and we’ve been in litigation for plumbing, electrical, structure, and water. They have resolved electrical, plumbing, and four years of an open case with structure. But I had to hire a personal architect and engineer to do a discovery, and the burden was on me. They said that if my guy prevails, they’ll reimburse me for my money. So, that still needs to happen. And I just got a message on Friday, finally, after four or five years, that they’re gonna rip out my whole balcony in front and redo it because the burden of proof was on me and it prevailed. So, we’re still waiting for the game plan for that and that’s an issue.

When they finally accepted defeat and offered me a replacement, it was about ten steps below the Jenn-Air we had. Total joke. Now we have the new cooktop, but 2-10 keeps canceling the installs. They've sent it to three contractors and one was supposed to be out today, but 2-10 canceled the work order yesterday. Why? They can't give me an answer on why it was canceled AGAIN. Based on what I've read on this site, it seems like they just string you along until you get so fed up with their crap that you give up. Save yourself the time, energy, money, and stress and stay far away from this HORRIBLE company.

The resolution 2-10 is offering is a refurbished board module. Which will take an additional three weeks. This company doesn't care about the fact that we have not been able to cook in our kitchen. We have been lied to numerous times by the customer service team and management. 2-10 management. At this time we are forced to pursue legal action against 2-10 Buyers Warranty.

Updated on 04/20/2018: Once again we have received unreasonable resolution towards getting our oven repaired. I was contacted from someone claiming to be from the office of the President of the company. She stated that my only option is to wait for the module board to be replaced with will take additional time. It is clearly unacceptable for a customer to have to wait 3 months for their oven to be repaired. This is by far the worst company that I have ever had to deal with. From customer service all the way up to their President. I will make it my mission to make that the public is made aware of what a shyster company 2-10 is. Not only do they over promise they don't deliver. I am putting them on blast with national and local consumer advocates. This company has I have found has numerous complaints against them and don't seem to care about their customers. More to follow on this issue.

Ok, great, based on my previous experience with 2-10, I expected quick resolution and subsequent reimbursement. Nothing could have been further from the truth. After the service was performed and I paid a $600+ bill, 2-10 said they would not reimburse me a dime because the receipt was not itemized the way they like it. The electrical company (a very reputable company in the area) then informed me that they and other companies don't contract with 2-10 because of the cumbersome invoicing/paperwork involved and the reimbursement isn't worth the headache and time spent.

As long as 2-10 has a contractor that is contracted with them to provide services, 2-10 is great. But beware if you need services that are covered by your policy but are repaired using a contractor that is not 'contracted' with 2-10 to perform the service (even when 2-10 tells you over the phone multiple times that you will be reimbursed for covered repairs). To this day, I have not seen any such reimbursement. I do not plan to renew my policy as it seems easier to just pay the repair bill myself, save myself the cost of the 2-10 policy, and not deal with 2-10's 'out of network' providers.

2-10 as an organization is good. I've had them on both my homes and I’ve been with them for close to 10 years now. I use them for the AC, summer, spring, and winterizing check. I just didn’t like the last company that did the spring winterizing. I like the idea and the options with 2-10. I had a newer home before and they were great. My other house up in Northern Virginia is almost 10 years old and I was also able to get the water heater replaced. It was good. I wanted a higher capacity water heater that was equivalent to what I had or what the builders usually put in, so they paid off and it worked out. It was okay and I didn’t lose money.

My friend did price comparisons with a company he is using and there was a difference. But I’m happy with 2-10 and I don’t anticipate changing companies at all. I’m pleased with the warranty system and it’s a great way to do things. I would definitely recommend them. They’re doing a good job. They were very accommodating to change the people I weren’t happy with and I’m sure that they’ll end up using somebody else the next time around when it comes to the AC stuff.

The time that it takes for a technician to get here varies on what needs to be done. If it’s in the middle of summer, for heating and air conditioning, the company we’ve been using in the past usually comes out here because he knows we have small children. I also had a microwave repaired, which I could not repair, and I ended up having to install that microwave myself. The closest company was in Dallas and I live in Long Beach, so we waited months on top a month to get this microwave installed because the company we bought it from does not install. I haven’t been real satisfied with those two past instances but there’s been more decent experiences than bad. Still, I’d tell my friends to do a little more research before they make their decision.

The technician, Jason, is a good worker and very knowledgeable about what he was doing. He pointed everything out so I was very pleased with him. He did the repair and I paid the agreed upon amount according to the contract. So far, everything’s well. I’d recommend 2-10. It seems to be very practical and efficient, and they seem to keep the promises of what they told me over the phone, which is rare in these days.

Weeks went by and we never heard back so after three weeks we called to follow up. We were told the person we'd talked to wasn't available. We went on to ask about the service and they said we'd told them to never mind. What??? When??? Who??? They had no details about that, but they wouldn't come out unless we paid an additional fee. This company is nothing but a rip-off. They sell a product (service) they have zero intention of providing. In my opinion they should be looked at by the justice department. This is just wrong. A company should not be allowed to act this way.

The seller also took an electric saw and cut the whole shoe rack out, which was built in the wall in my house, through the brick and through the plaster wall. He left grease dripping down the side of the stove. It was nasty stuff. I don’t know why he did that. And 2-10 couldn’t even replace that hole. He gave the coverage to me but he was also mean to me and it was almost like he told 2-10 that he didn’t like me and that 2-10 shouldn’t either. I'm a realtor and I give free home warranties to my clients too. But I give them decent ones because there is a lower level one that does nothing, a medium one and then one that is like an insurance policy and replaces stuff. I'm not out to give people new houses but I try to make sure my home warranties will cover minor things. But 2-10 is a total waste of money.

I have a unit that had to pass a Section 8 inspection but the outlets did not work. The place had needed some rewiring done and I knew that status of the system problem but I told the property manager that if the issue was just the outlet, we could call 2-10 and see whatever they could do. I told 2-10 that the electrical outlets are out, that I needed a Section 8 inspection and that the electrician, who had been doing the work and working with the city to get everything passed, would work with them. They said okay and that they would call me back and set a time. I said that they have to call me back with a 24-hour notice because I would have to notify the tenant and the property manager. It's not my house so I have to go through all the rigmarole.

They called me back but the person had a heavy accent and I couldn’t really understand him. In the end, I heard him say "garage door" and I confirmed if he said what I heard. He did and I told him that there may be another claim for a garage door but the service that I asked for was for the electrical outlet because an inspection was going to happen in a few weeks. He said, “I’m here now.” But I couldn’t give him permission to fix it because I didn't even know which garage he was talking about and it had to be planned. The tenant might not have been home either. This happened two weeks ago and I’ve owned the property for years. 2-10 didn’t even know what I was asking them to come fix. Plus they don't work with me or the property manager to arrange a date and time. They stink.

The contractor that came out was friendly. He could have gotten the issue resolved but I wanted an upgrade to my thermostat that’s why it took longer. He called me back the next day and gave me the price. It was just a matter of submitting the claim and making sure that the warranty company knew what was going on. And then when 2-10 called me and gave me a breakdown of the work that was gonna be done, whoever called me tried to make it sound as if I had to renew my warranty before I could get the thermostat. All she had to say was, "If you don’t renew your warranty, then this new thermostat that you're getting is not gonna be covered." But that’s not what she said because I kept saying, “What do you mean I need to buy the warranty?” “Well, you got to buy the warranty because this one’s not included.” She kept saying, “This is not the thermostat that we authorized”. And I was like “But you just authorized it. I don’t understand”.

It was the wording that she was using and it was intentional because she’s from the sales department. I didn’t like that. I said, “And after you decide to do that, do you think I’m gonna renew this warranty?” It makes me leery so no, I’m not gonna do that. I’m not gonna renew with them once this warranty is over. The service is fast and it’s informative, but watch out for that sales department.

While I'm satisfied with 2-10 Home Buyers Warranty, sometimes you get this roadblock with whoever answers the phone, which is annoying. Basically, if you assign me to somebody to work on a broken air conditioning or refrigerator, and that somebody cannot come until three days, that's not gonna work because it's 90 degrees here in Florida and the food will go bad. And then, when I express this logical concern, what I get from their representative is that the technician has 24 to 48 hours to contact me. They're supposed to accommodate the customer and it's very unreasonable to get their rules on time frames when I have this kind of claim.

If it is a water heater, stove, or something like that, that's not urgent. I understand. And while sometimes, I get a representative who understands and get me somebody else, a lot of times, the manager tells me that it's the procedure. The technician has up to 48 hours to contact me. While procedures are procedures, the people at 2-10 Home Buyers Warranty don't come to understand when emergencies and situations that are unique take place. That makes me very aggravated so I keep calling to get people who will tell me that they'll do it for me.

A few weeks ago, I needed a plumber which seems to me that it would be a fairly simple thing, but they didn't have any plumbers on the list that they could refer. I went to the trouble of finding a vendor myself and I managed to get somebody out on a Saturday afternoon before Easter. The person got to my house within a few hours, called the number that they have told him to call for an outside vendor and there was nobody there to approve it because that department was closed. They didn't seem to realize that I was in a different time zone than they were in and they approved it as an emergency. That was not a very good service and the experience was not that great. I got it done and I have to submit for a reimbursement so, I'm hoping I will not have any problems when I do it. They ought to be better organized than that and they ought to have more vendors.

Original Review: April 11, 2018

Greetings all. My trial started in November of 2017 when I placed a claim for the oven in my new home. The stove had come with the house and the Warranty was paid for when I closed on my home. Having never owned a home I agreed that having any protection would be a good idea. I made the claim mid-November 2017 (around the 15th).

As I am writing this I am now 5 months without my oven. I am not a patient person. I am a prior sailor with a nasty temper and I would be lying if I said that after my 8th and 9th phone call I didn't start cursing the Parts department out. When I finally got a contractor that came out at the end of February to look at my oven he troubleshot and found multiple issues. He contacted 2-10, ordered parts, that was 2 weeks of waiting. 2nd visit... Parts came in and the control board caused the oven to completely malfunctioning worse than it was with the original control board. Contractor contacts 2-10 parts department to let them know that the Control board is NOT a suitable substitute. Need original part.

Another two weeks and the 3rd visit... Part comes in and causes oven to completely lock out. Can't get the temperature to move at all. Put original board back in... set oven to 350 degrees; it heats up to 190 degrees. We call 2-10 parts again and get Guy on the phone. Guy also works in Parts and was very knowledgeable. He submits to the "back office" that we can not get a board and to get some kind of decision on claim. I have not explained that during the 6 weeks I have been going back and forth with 2-10. I got several folks on the phone that said "I could take it or leave it"... and "who did I think I was questioning them".

With that last conversation about the "take it or leave it" I was told they are going to put a refurbished board in my oven and if that doesn't work they will order another. Basically they are throwing parts at a 10 year old oven hoping something will fix it. It has been stated to my tech by a Parts service rep that he needed to understand the bottom line and that it wasn't about Customer Service but the "bottom line" and they were not going to replace my $3k stove. I didn't ask them to do that. If they can't fix in a reasonable amount of time, they should replace. Suitable substitutes abound on the Home websites and they know this. I have filed a complaint with Alexis that she was supposed to forward to her manager. She was very sympathetic and such. That was two days ago. I have YET to hear from anyone. They have ordered a refurbished board and now I am at their beck and call.

So as of this Sunday 17 April I am without a working oven for 5 months. Thanks 2-10. One note... there are some folks that are helpful and trying to do their jobs. Guy, Alec my tech and a few others. My overall experience would make me run for the hills if I hadn't already renewed. I am glad some folks have a good experience. What I have learned... if I don't bow down and kiss their "shoes" you don't get customer service. You get belittled and spoken to like a moron.

When the contractor contacted me, they were friendly enough but it was five days after the claim that they finally contacted me. Then they set up something and it was quick. It was for the next morning but I would’ve preferred if they had contacted me a little sooner and said they didn't have any available opportunity for the next four or five days and that they would contact me on a certain day to set up or finalize an appointment. That would’ve been helpful.

When the technician came out and assessed the issue, he was nice and pleasant. He said that he had to reach out to 2-10 in order to see if the part was covered by the warranty so I gave it a few days. But it was winter and it was for the heating so I didn’t have heating and it was pretty cold. I was constantly calling them and I left three to five messages for them. I tried calling the individual repairman and their office but they weren’t returning any of my calls.

Finally in one of the times that I got through, the office didn’t know what the status was and the representative told me the repairman would call me but he didn’t. So I kept calling again but they wouldn’t answer or return my calls. So finally I had to contact 2-10 and within 12-ish hours, I got a call back both from the contractors office and 2-10 with a couple of follow-up calls. It appeared that the contractor had never bothered to contact 2-10 in order to get the authorization to order the part and that created further delay.

But after I’d complained to 2-10, it was easier to get a hold of the contractor and then finally their office said they would handle my inquiries and my questions. They were able to tell me that the serviceman had gone and picked up my part one morning and that he would be by at 1:00. And he was. He was on time then too. I highly recommend not to use that contractor again ‘cause they don't represent 2-10 well, particularly for people who may not think to separate them as two separate entities.

The kicker is, 2-10 mentions to the plumber that they don’t cover claims anyway for the first 30 days (Wow, where’s that in my documents? You actually did send the plumber out and collect $70. Which 2-10 offered to refund). Not only lying to me about what the plumber had said, but flat out saying no claims are covered within the first 30 days anyway (That must be one of those “internal” rules for their phone people). Many phone calls. Back and forth. Various people. Deny. Deny. Deny. Finally, someone from, 2-10 says they will authorize the repair. This seems to be the game they play. BUT wait! There’s more!!! 2-10 claims I still have to pay out of pocket! Wow! They called the plumber and figured out an “estimate.” Mind you, this is simply the replacement of an 11 year old unit. The House is just as old. This is Not a house from 1945 with old and unusual pipes.

Wouldn’t you know it, I *still* have to pay about $650 to get it replaced. Even though my coverage allows for repair or replacement of my damaged property. They can’t repair it. So they need to replace it. Why am I paying anything? Their brochures sure read as if this fully covered! Why am I paying for anything out of pocket other than the $70? This company is extremely shady. I’m honestly unsure why the attorney generals of states don’t get involved because consumers are getting taken advantage of. I’m at least letting my attorney general know of my experiences. I suggest you do the same if you feel taken advantage of.

This should have happened in the first place without the need for me to go through so much of correspondence.

I am giving it a three star as of now and considering renewing my insurance with the company. Thanks very much. Much appreciated.

Original Review: April 9, 2018

This is my first year insurance with 2-10 and I am having a terrible experience so far. I reported an issue with my water heater leaking and a contractor was assigned. Two days gone, none showed up, called the customer service again. They gave me the number of the contractor. Called the contractor, no response. Water leaking even more, carpet/furniture messed up. Called 2-10 again. They reassigned to another contractor, none showed up in 24 hours. Basement flooded, water all over the basement. Called 2-10 again to let them know that I can’t wait any longer, I have to fix it myself. They provided an authorization. I bought the water heater from home depot and had that installed. Submitted the claim with receipt.

10 days later a guy called me from 2-10 to indicate that the claim cannot be approved because there was no diagnosis report. Really? My basement flooded because I have been waiting for the technician for three days. When nobody showed up or even followed up, I fixed it myself that too with authorization and I am asked to provide a diagnosis?

I asked the un-courteous customer service guy to get me to his supervisor. He said nobody can change the decision but somebody will call me back shortly. Nobody called back in next two days. I followed up with them again to indicate that I am waiting for a call back from some supervisor. They again assured me that someone will call me back. It’s been three days I am still waiting. Irony is an email was sent to me two days back to renew my insurance with them which is due on May and they are very glad to support me in fixing my water heater. :D I am ready to go up to the CEO of the company and spend 100 more hours to get to the bottom of this. Let's see. Will continue to update...

Original Review: April 9, 2018

I am in tears. I'm so angry and frustrated with this I'm literally in tears. Turned gas on in my new home on 3/23. Oven pilot wouldn't light. Called 2-10 my new home warranty company that was supposed to save me stress, headaches and money. Contractor info sent to us. Contractor doesn't contact us so we contact contractor 3/25. Appt booked for 3/27. Contractor says he won't fix it. 2-10 won't pay for the repair as it is too expensive. He will turn his report over and they will contact me to replace it. No call. No call. No call. I call 2-10 on the night of the 29th. 2-10 says, "Your claim is being denied because the stove was broken before contract was active!!?" Huh? Contract to effect 3-2 the day we closed on the house. I tell her the inspection report states everything was working. The previous residents turned off their gas and when the gas company came out to light our stove he couldn't and said it wasn't working.

Rep states the technician that had been sent out told them the oven was not working from when we moved in and that the homeowner i.e. My husband had told him that we were aware of that fact. Uh... Totally not true. I tell the representative that is untrue. She 100% agrees as the technician was not in my oven when we closed our home and there's no way he could know when the stove broke any more than I could. She agrees. Has case put back up for review with her notes and lets me know they will call me in the a.m. Also why did no one contact me to let me know claim had been denied originally??!

No one calls in the a.m. I call around 1130. Claim is going to be covered... Yay! I then ask for a different contractor to come out as having the same one come out that just lied to my warranty company collected his $70 to tell me my stove was broken which I already knew and tell me he wouldn't fix it, seemed really unappealing. "No problem but we have to put you back in the queue. We will send you new contractor info and they will contact you." Guess there will be no Easter family dinner at my new house with my grandchildren. Thanks 2-10.

Husband calls 2-10. Ok they say find your own contractor, pay out of pocket, this is in addition to $70 already paid to have nothing done, the $150 to take family out for Easter dinner and the fast food costs incurred while we have no range to use, and we will reimburse you. Uhhhh no. I'm sorry this has already been a fiasco.

I'm not paying out of pocket to TRUST you will pay me back. This has already been a game of me chasing you to get this done. Oh and the new tech whomever it is also has to diagnose the issue and send in the paperwork to have parts and service approved again as we no longer trust what the first tech either. Shorthand… start all over AGAIN. Let me talk to my wife. I call back 2-10 relay story from jump. No other options. Rep is very empathetic. Supervisor please. Transferred to supervisor.

What the hell am I supposed to do?!? 2-10 Homebuyers Warranty refuses to step up and do the right thing and replace stove. It is a gas range self cleaning and has a warming drawer. In my research it is approximately $1400 to replace. After 2 more days of phone tag, fast food and stress I surrender. I can take no more. Send me the $430 dollars and buy out the remaining 11 months of my contract. Ok. I've now been told it will take 7 to 10 business days to get the check. No way to expedite. This is my experience. I have no one to call. No corporate office to elevate to. I've been told none exists to contact and there is none that I can find. I'm stuck taking a pittance of what my stove is worth and I'm out several hundred dollars. I would never let a friend relative or even someone I don't like do business with them.

Their reasoning claims their decision caused damage to another appliance and they WON'T cover that. MAKES NO SENSE! We entrust them to take care of our appliances and instead they caused damage and still didn't replace. But that's NOT even what happened. It was old and cracked. Now I am still waiting to hear about the claim on the dishwasher. I won't hold my breath. I'm sure they'll figure out a way to wiggle out of paying this one too. They actually told me when I asked how much longer it would take that "in the contract it states they don't need to give timely service". Just baffled! I should have listened to all the complaints. They truly do not care about their customers.

Yet the ice maker is an optional coverage that you have to purchase because it is not covered under the standard purchased warranty. Hmmm?? So after about 40 minutes of discussing this and returning to "I am sorry but if you look at the optional coverage" you are not covered for ice maker. As I am due to re-new my policy, so please read carefully the optional, because nowhere in the standard does it say that ice maker is not covered.

So I call and set up a service request. Different contractor from the year before calls, sets up an appointment. He comes out 4 days ago at 8 am, checks everything out, and comes and tells my husband and I that the compressor, the same part that was just replaced not even a year ago, is completely dead. He stated that the guy who replaced it last time basically didn’t do it right - he didn’t replace the small filter inside the unit that he should have when replacing the compressor, and that our unit requires a certain type of Freon, and this other guy put the wrong kind in. He said between not replacing that filter and the wrong Freon being used, it caused the problem which then caused the compressor to fail and that it lasted maybe 6 months, and he said, exact words and I quote, “if those were done and done correctly we wouldn’t even be having this conversation.”

So he leaves, then calls me about 10 minutes later and tells me that he spoke to 2-10, told them the issues and what needed to be done, and he said that they told him they were going to cover everything except for the Freon, they would cover a portion but we would have to pay like $335 plus the service fee so $410 total. So I told him I would be calling them myself. So I call and tell them that I don’t think it’s right that we should have to pay this money because the contractor that THEY hired last time didn’t do their job correctly, and had he done it right and used the correct products that this could have all been avoided. I feel like I’m being forced to pay for their mistakes.

I kept being told that they were checking to see if the part was under a manufactures warranty, and I told them, "Regardless if it is or not, that’s not what you’re asking me to pay for, you’re asking me to pay for the Freon" that should have been put in my unit originally that they chose not to put in, so the part being under warranty doesn’t help me out that just means that 2-10 won’t have to pay for another one, so they’re looking out for themselves, but won’t take responsibility for the problems caused by their contractor and themselves. All she kept telling me after that was that they were determining what the non-covered cost will be and that’s all she could see at that point, but she did state that she did see where the new contractor stated that it was done wrong and the wrong type of Freon was put in resulting in the issue.

There should be no “non-covered cost” when this is a mistake of a contractor you hired. And 2-10 is just as responsible as the contractor considering that any contractor has to go through them and their purchasing department and get approval before they repair or replace anything, so they approved the wrong kind of Freon being put in my unit. So why am I responsible to pay for your mistakes? I pay you every month so that when/if I have a problem, you can send out competent contractors who know how to do their jobs, and do them correctly. And here’s a kicker... about a month ago we had to have our electric company come out and do a Home Energy Assessment and test our meter because we, nor they, could figure out why our electric bill almost TRIPLED when we didn’t even have the unit running that much being that it wasn't that cold.

We went from one month using just over 1000 kWh to the next month using 2680 kWh, to almost 3800 kWh the next month. I have never had an electric bill so high since I’ve lived on my own, ever. When the guy came out he was asking us a bunch of questions about the house and he asked about our HVAC unit and if we ever had any issues, I told him about them replacing the compressor last April and he said “well since that was just replaced I would say it’s ok, but if you had a bad compressor that would definitely cause your bill to skyrocket the way it did.” So come to find out, the $400 ELECTRIC BILL WE HAD TO PAY was most likely due to the MISTAKES of 2-10 and their contractor.

And this whole thing with our electric bill starting to go up all started in November, which is 7 months after the compressor was replaced the first time, which the new contractor stated that it probably lasted about 6 months, so I don’t find it to be a coincidence. So in my opinion, we’ve shelled out enough money already because of them, and I’m not paying these people another dime. I will gladly take my business somewhere else. I’ve already contacted American Home Shield and received a quote from them and plan on calling others in the next few days. We’re in this situation because of their negligence, and the negligence of their hired contractor in the first place. This is extremely poor customer service to even suggest a homeowner pay for something that is a result of a job not being done correctly.

I’m still waiting to hear something from 2-10 on what the decision is going to be, I haven’t heard anything from them since I called after the contractor told me I was going to responsible to pay for the problem their last contractor caused. The contractor called me asking if I’ve heard from them yet because he wanted to get the part ordered so they could get it done before it starts to get real warm, at least this guy is on top of it and seems to actually care, can’t say the same for 2-10. I was told when I called them that I would probably hear something from them in a few hours... it’s been 5 days. Like I said, I will definitely be calling other places in the next few days to get quotes.

I finally told him I was going to cancel my warranty and the supervisor said that was my choice and ended our conversation with "have a nice day". I would NEVER recommend this company to anyone seeking a home warranty company. Every rep was very courteous but none could be of any real help to me. 2-10 Warranty is more interested in paying money to contractors for repairs that are not needed rather than in listening to their customers.

Updated on 04/17/2018: Based on a review that I submitted to Consumer Affairs a couple of weeks ago, Omar, a 2-10 Home Warranty supervisory representative, called me on Monday, 4/7 at 6:20 pm and left a voice message to call him back at his office number. I returned his call on 4/10 at 8:50 pm, 4/16 at 8:45 am & 4/16 at 6:20 pm and left a voice message each time with my name and phone number. After over one week, I have still not received a call back from Omar. My contract is up for renewal in June and I WILL NOT be renewing it due to a total lack of appropriate and timely customer service by 2-10 Home Warranty.

While the first claim went very well, the second claim that I'm having now is for our hot water heater and the process seems to be a bit more involved. The vendor who was out here to diagnose the problem said we needed a new hot water heater. They sent in their diagnosis to 2-10. And 2-10 now has to order the part. I got a phone call from 2-10 that they have received everything they needed from the vendor. And that they were going through purchasing to get me the hot water heater. Everything has been expeditious in handling things well. Overall, I would recommend 2-10 as far as a home warranty company. They are attentive to their customers and follow up with emails and phone calls.

When you have somebody come out and they give you an assessment, it may resolve the problem, or you think it resolves the problem, but you don't realize till later that the problem persists. It's hard to always figure it out. At this time, the tech discovered a wire that was in the washing machine that had come loose and it snagged on something, which was causing the issue. And it was addressed. Although my washer is noisy again.

The other time I placed a call was for a concern about a leaky pipe behind my washer. There was a water stain on the wall. I did not have as good of an experience on that occasion. I placed the claim online through the website, which was great. But I did not get a swift response from the technician. No one came out. Nobody called me for several days. It definitely exceeded the 24 hours to the extent that I had to follow up.

I was disappointed by that because I don't have a lot of time to follow up and manage things like that. I need people to deliver on what you expect them to do. So I followed up, and the person came out the next day with no notice. They called me and I happened to be working from home that day. It was a rare occasion that I worked from home because I never do that. So, the plumber came out and he went up in my attic. He told me what he thought the issue might be. And once it rains, I'd have to go to my attic and see if I see water coming from the roof. He was helpful when I asked him to fix an issue with my toilet while he was there and he did. I wasn't sure if the problem got resolved but he was courteous and nice. I still have water and I don't know the source. But my coverage expired on March 23rd. But overall, I appreciate how comprehensive the coverage was.

We were only in the house a month and a week when the refrigerator started to act up. It went out and there was a major weird noise. We wanted to find some type of a service person in the area so we called 2-10. They contacted the older service which I called because we didn't hear from them. I called them on a Friday morning and they finally got back to me and came about 7:00 o'clock on a Monday night. They finally got a repairman out. The service tech had been really nice and he helped us out, but dealing with Boulder, the company, has been absolutely horrendous. I must have made 12 calls to them, asking for information to have people call us back and they never ever responded.

If I didn't get someone on the phone, I got no information. When the service tech finally came the second time, he gave us his phone number so that we could contact him. They ordered the part, it came in and it had been crushed. They ordered a new part, but they never once called us to let us know why we were waiting so long for service. We waited about four days for the part to come here and then he came, put it in and the refrigerator was very good again. He told us to let the refrigerator run the wall, which we did, and it still was 50 degrees inside so, we're living out of an ice chest. It's been three weeks now and I can't believe how long it is to fix something so, we're not really happy at all. I buy two bags of 10 pounds of ice so that I put all my food in the giant ice chest on my bathtub.

We were waiting for the phone to ring and I have no control of the situation or how something is. It has been a bad experience. And then, our cold water chiller thing stopped working. The technician said that it needed a fan because I asked to circulate the cold air internally. He was supposed to be here today but he had a doctor's appointment so, he's going to come tomorrow. Other than that, 2-10 has been trying and not totally blowing me off. They have been helpful.

Another situation I had with 2-10 was for my air conditioner. It broke and they sent me three or four different companies that couldn't solve the problem. I looked at the ratings of those companies online and they were terrible. So the people that they do have contracts with are really bad at their job. It's almost a blessing that they didn't have a roofer because I could go with someone that knows what they have to do. The fifth guy was able to fix the air conditioner and it was a super easy fix. They probably paid a lot of money because they had to pay four or five people to come here and only the last one was able to see that the water was leaking and that was turning off the emergency valve. I have reported those terrible techs to 2-10 and every time I had to call back to say the problem hasn't been solved.

After a week or so I called to find out the status. The part was ordered and ship to the WRONG contractor. Lady at 2-10 was very apologetic and stated she was reordering the part and expediting it. She also said she was refunding the $75 but it would take several weeks to get the refund. Great and thanks... Received the refund check in a few days and as of today 4/2 I am still waiting for this expedited part. I spoke to the online chat today and asked for a manager to call me. She indicated it will take up to 24 hours to receive a call back. Seriously, you have a customer that is clearly upset and I can't get a manager to call me?? I asked to be reimbursed for meals eaten out and was told that this isn't something that the warranty covers. I really don't think this is too much to ask for at this point.

The initial lady I spoke to was very professional and handled the situation as it should have been. I didn't even ask for the refund of the $75 she brought that. However, since that original call the customer service people that I have spoken to seem not able to get me the answers or willing to take that extra step. 2-10 makes it very apparent that THEY aren't responsible for the contractors. Well who the heck is??? YOU 2-10 hired them! Where is the breakdown in communications? Not with me I have tried each week to get this taking care of and with no results. Oh and by the way, I was going to have my family from Richmond come to our new home and have Easter dinner with us but couldn't because I didn't have an oven. We traveled to Richmond instead. I am more this pissed at this point. 2-10 is getting one star because I can't submit the form without giving at least one star.

I had to wait for 2-10 to get it to a new contractor which took a few days because we were waiting for the other contractor to supposedly call us back. And then they couldn't get a hold of that contractor so they had to get us a new one. I didn't have to pay the copay again. They took care of it but at the same time, it ended up being a two and a half week ordeal because the first guy stole my money. Then, I had a claim for my water heater which I feel is way more important than my garage door because I can manually do that. They only have one contractor in my area that does water heater and that company wasn't taking up the work order. I called them and they weren't calling me back.

2-10 said that they could try and find a new contractor but they didn't know when it will be. And finally, I said, "Try and resubmit it to the same company, maybe there was a glitch or something." They finally called me back and got it fixed but it was almost two weeks after I submitted the claim. 2-10 was very apologetic and apathetic and they try and do whatever they can, but when it goes from them to the contractor it's kind of lost in translation.

Other than that, the warranty company covers everything and I've never had a problem with them covering anything. I don't mind paying the price for it every year if it's going to do what it's supposed to do. Every contractor that's been out has been pleasant and had done their job. And the guy who came and fixed the garbage disposal showed us a way to fix it ourselves so we didn't have to call them again.

I tell everyone to get a home warranty because it's definitely worth it. I tell friends it's easy and convenient to submit claims and 2-10 is a great service. If you live in the city, it's probably a better service because there are more contractors. I live in a rural suburb, so that may be the problem where they don't have as many people to contact for my area.

My experiences with their representatives have not been good either. I had a problem with the dryer that was mounted on the wall of an apartment and the dryer that they suggested to replace it with was a free standing dryer so that wasn’t gonna work. So that was definitely a foul up on the part of the technician they hired to go there and get that information. That took a while and they didn’t have a dryer replacement for me so the only option was the cash out. That was six months ago. More recently there was an issue with our washing machine.

A technician came out on March 30, which was a Friday and I called back on a Monday April 2nd to follow up. I had not had any emails and I asked if they have received the information that they needed for the repair to move forward. They said they had not received the diagnosis yet and that it usually takes 24 to 48 hours. I called back the next day and it was the same story. That whole week I would speak to one person after another until I finally spoke to a supervisor but that didn’t really do too much good either.

Finally yesterday April 9th I called 2-10 Home Warranty again on a landline and I called the technician on a cellphone. I put them both on speaker and finally said, “Look this is what’s going on.” And even when I had to go through all that trouble, when I said that the diagnostic report is gonna be sent it and asked if they could call me back and let me know if they have received it, the rep told me that they can't make outside calls. I asked the rep how I would know that they've received it and the rep said that I could call back. So that was not so great.

I also had a plumbing repair with a contractor that was a bad one. I was told that I need to contact the tech in the field so I called this guy up but he was completely unreliable. It was a big headache. This appliance repair people were pretty responsive though. So it’s kind of hit and miss there. Still, at least 2-10 does pay out. It just takes long.

I filed the claims online and their website navigation was good enough. I've only had problems with two contractors and I reported the second one to 2-10. I just wish the process would be a little bit quicker, although I understand that the business model uses independent contractors and not all operate under the same methodology. Every time I've called 2-10, they've done everything that they can. I wish I could get a buyout for my current issue with my dishwasher and get a new one. But they want to do the process of trying to figure out what the problem is. I understand, but I don't like it.