2-10 Home Buyers Warranty Reviews

After reporting this to 2-10 Home Buyers Warranty, I was then informed I could go "out of network" and schedule the contractor of my choice. Contractor came out and provided an invoice for a replacement water heater. Fast forward to today, I still have not been able to upload or forward the technicians invoice to 2-10 Home Buyers Warranty because: 1. There is no way to upload an invoice to the online service request. 2. NO ONE is returning my calls. I have spent HOURS on hold, waiting for a person to pick up the phone to tell me where I should send the invoice. I am on hold as I write this.

After reading through the reviews here on Consumer Affairs, I have decided to report them to the Better Business Bureau and file a class action lawsuit for failure to fulfill contractual obligations. I am not a legal expert. I will be shopping for legal representation to file suit. *If you or someone you know has been a victim of this companies questionable practices, please contact me at the above email address. **If you are looking for a new home warranty, look elsewhere.

The part that had actually failed was an estimated $1,625 to replace that day (7/15). We called the warranty company to get pre-authorized and they said the market value of that part is only $200, so if we go through that outside contractor they will only reimburse us $200!!! out of $1,625!! Our only other option was to bring the service back in network and their provider isn’t available until the following TUESDAY (7/19). So we are going on a WEEK without A/C while living in 100 degree weather in Arizona.

When we asked if they would pay for our lodging in the meantime they said “no we don’t do that.” HOMEOWNERS- you are way better off putting your hard earned money into a savings account for when these incidents arise. Working with this company has been absolutely terrible and we will never give them our business again. We cannot wait 'til the warranty expires. Most useless $900 I have ever spent.

I speak with a supervisor who listens and agrees that this is ridiculous. She promises to authorize the HVAC unit repair. Now 8 days later, I wait 1 hour and 45 minutes on hold to be told they have to record of the supervisor calling me back. THIS IS THE WORST CUSTOMER SERVICE. Don’t waste your money or your time. If you have a problem you are unlikely to get resolution and you will wait at least an hour to talk to anyone.

Called a local company and they can come out today. Called 2-10 back and sat on hold 2 hours. Was told I could use an outside vendor but needed to call back to get an authorization code for whatever work needed to be done (will that be another 2 hours?) and they will only reimburse you what their preferred vendor would have charged! My realtor picked this company when I bought the house and I see now they get kickbacks for recommending them.

I would like to comment that the actual customer service reps themselves are fantastic. But I think the company they work for isn't ripping people off and making it impossible to stay in network and therefore, be reimbursed for what you'll end up being out of pocket for. This on top of what you're paying monthly for coverage just doesn't make good financial sense. Save the $70+ a month in an account somewhere and use that to cover these types of expenses. Do yourself a favor and do not go with this company and do your research before selecting a warranty provider if you do choose to have one.

The leak was a nightmare. It turns out it was a leak from a faucet that had no Teflon tape on the threads and they said, "We only fix the pipe, you need all these people to come out and see if there’s mold…" Okay. I had to use their contractors they called out who ripped apart the entire bathroom for no reason without a quote. An insurance claim nightmare. They hired a company called “Surclean” who commits insurance fraud charging your insurance for nonsense because they can. YouTube small fixes and save yourself money, and hire a local trustworthy handyman for what you can’t do. ** these guys.

They sent a third one, Premier Heating from Fayetteville, NC (RACIST, DISHONEST), First, when I opened the door for an unplanned visit at 8 am. The technician asked me if it was my own property. He said that because I'm a black woman. I am always easygoing, I told him, yes, I am. Anyway, I let it go. They submitted a request for payment approval to fix my two units. What prompted my attention is the fact that I never received a formal itemized non-covered costs from 2-10. Furthermore, Premier Heating keeps on increasing my out-of-pocket. They also offered financing, which I tried to make installment payments instead of going through any loan.

Premier Heating (2-10 Contractor) is very unprofessional and racist. While I was waiting to speak with the lady who was supposed to do the payment plan. (She never returned my call.) I decided to make a callback. A gentleman answered the call at Premier Heating and Air. He said to me "Please have someone who speaks proper English call us back. He hangs off the call on me." I called back to ask if there is anything that I need to clarify for him. He hung off again. A few minutes later, someone from Premier Heating called my phone and didn't say anything. I called back and a lady got the phone. She said to me, we are just waiting for you to approve the payment to move forward. I told her I am calling about the way I have been spoken to. And she said we don't have time.

I decided to send an email to Premier; Someone replied back to me and said it was a misunderstanding. I thought it was weird, they never apologized for the behavior of that gentleman. Here is the response I got back from Premier Heating about my being discriminated against by their company. This is a copy and paste the message below:

"I originally stated it was a misunderstanding and stand firm. . We are committed to diversity and have diverse staff. Unfortunately your behavior is what wrong with the country today. You are likely looking for an excuse to throw the race, religion anything you can to find fault for your advantage. That being said it’s in both our best interest you move on. You can file any complaint you like you have no standing and you're not my first in these situations. I’ll notify 2-10 of your behavior. And you were mistaken again by the way we did not cancel your job.

Good luck to you.

**"

I reported the issue twice to 2-10 who apologized on their behalf. I hope everyone who doesn't support racism would think twice before doing business with this contractor. My husband received a voice message the next minute stating that Premier canceled the job. I contacted 2-10 who confirmed the cancellation, and I had two very nice ladies who apologized on behalf of 2-10. Surprisingly, they sent another contractor; they had technicians coming back and forth in one full week to do a leak search, that was previously discussed and documented. Yesterday, we spoke with the contractor, they said they were waiting on 2-10 approval to come get the work completed.

This morning I went back to check on the portal. I found Premier listed again as the current contractor. I called 2-10 and talked to the most dishonest agent. I asked them why Premier was back on my portal. She said Tier canceled the job because they couldn't find the piece of equipment to fix the leak. Conflicting information, because another agent told me earlier that the equipment were bought back end of April for Premier to complete the job.

The agent this afternoon sounded irritated to talking to me. I asked to speak with a supervisor; she kept me on hold for thirty minutes. She came back to tell me that she discussed it with her supervisor, and what she explained to me is what is happening. I said let me talk to the manager of your supervisor. She declined. I can't believe that 2-10 supervisors refused to talk to customers. I noticed similar complaints from Previous reviews.

Another wave of heat is coming. It's been more than 1 month since I have been trying to get the work completed. As of today, no firm work order to come out to fix the system. I am considering switching providers. I have referred many customers from work to 2-10. Now, I have to recalculate and warn them about my ongoing issues. I'm appealing to upper management to look at that issue ASAP to have this situation resolved. In addition to that, I hope that 2-10 review their contract with Premier, and their Discrimination behavior.

After we moved in, we noticed the fridge was cold, but not enough to keep things from spoiling after two or three days. So we called 2-10 to get a tech out. Tech was in an out of the house in 10 min, without taking apart the fridge to check any of the major components. Tech told us it's the compressor and that it would take a week for the process of him reaching out to 2-10 and then proceeding from there. After the week, 2-10 calls us and basically tells us that the fridge is not covered because it was not in good condition before purchasing the warranty. After discussing with "Customer Service", unless you have evidence NOTHING in the house is covered. Side note: We had a co-worker/acquaintance who used to be an HVAC tech look at it (and by look at it I mean we facetimed, sheesh) and after a brisk diagnosis look through, told us it was a mechanical issue that is fixable. Keep an eye on the tech 2-10 sends out to make sure they do a thorough job.

It took another month before the fan came in and three weeks of excuses from Timothy before I actually got him to come out to put the fan in. In the interim, I called and spoke to a young lady at the company who stated that because it was taking so long for them to fix my refrigerator, at that time two months, she would give me the number to the replacement division. When I called this number the young lady answered the phone and she stated that it was not proper to replace the refrigerator at this time. She also stated that they must continue to work to fix the refrigerator. When I explain to her that it’s already been eight weeks and I still have no refrigerator she chose to bring her personal situation into the conversation, telling me that she once went 12 weeks without a primary refrigerator And that I just needed to be patient.

Annoyed by her insensitive decision to share such information with me, I ask for a supervisor. She put me on hold and no one ever came to the phone. Now, I do understand that my only being available on Fridays may have in some way hindered him somewhat, but we made appointments for Fridays, and he always had excuses why he couldn’t make it. The first week the weather was bad. Couldn’t get back in touch with home for two more weeks. The second time he didn’t feel well. Lost another week. The third time, he had to get dental work done on his teeth. Finally, after making several calls to the home warranty company Timothy showed up and put a fan in my refrigerator. He told me to wait 24 to 48 hours and if it wasn’t working to let him or the company know. Well, in 24 to 48 hours my refrigerator temperature was still 65°, not a very good temperature for keeping food cool.

I called to 2-10. They got in touch with Timothy. It took several days for him to send in his report, and Timothy returned with a motherboard. He installed the motherboard and said if this doesn’t work the only thing left is the condenser and 2-10 will have to give him approval to put that in. Timothy never called back to see if my refrigerator was working, hence, I called 2-10 again and they gave me the runaround for three weeks before getting in touch with Timothy about my refrigerator. We are now in April and my refrigerator was still not fixed. Finally I get a call from a Tanisha, from 2-10, who so kindly informs me that she has good news and bad. She said that the good news is that they know what’s wrong with my refrigerator; that Timothy called General Electric and he explained the problem to them, and they told him that there was a crack in one of the major components of my refrigerator.

She then informed me that the crack that was not a covered item because and that my warranty for the refrigerator, made void by the crack. She stated that she was so sad to tell me that they no longer had to fix or replace the refrigerator. The day Tanisha told me that my refrigerator was not fixable and that they would not replace it, I called a gentleman by the name of Stephen, of Stephen Sub Contracting. He was kind and courteous and although I tried to make an appointment with him for a week from Friday I was calling him, he even told me that he would come out the next day, on a Saturday, and look at my refrigerator! Stephen and his partner Steven came out and looked at my refrigerator, taking at least 4 to 5 times as long as Timothy ever took to diagnose the problem.

Before they left they informed me why Timothy couldn’t get it to work and assured me that it was fixed. And also that they would check back with me in 24 hours to make sure it was cooling appropriately. By the next morning my refrigerator had reached the appropriate temperature for cooling food. In fact, eight hours later the temperature was dropping continuously. I called Stephen to let him know that it was doing well. I cannot tell you how many hours I spent on the phone with 2-10, the headaches they caused with a run around, and their inept ability to resolve me issue. I also think It’s sad that they have contractors such as Timothy from 1 Call Service who have little or no ability to actually get the job done.

We get a new contractor assigned - this is now a week after submitting the request, mind you, it's winter. The next contractor comes, he diagnoses the problem and makes an adjustment. I came home at 6 pm to no heat. The contractor is called and scheduled to come the next day. Days later, he comes back and diagnoses a problem. Then we wait weeks for contractor and 2-10 to determine the course of action....still no heat all this time. My husband proceeded to call 2-10 multiple times each week to get this issue resolve. He waits on hold for hours each time, only to explain and re-explain the same info to each 2-10 employee that comes on the line.

It was decided that the unit would be replaced, 2 weeks go by and no response from 2-10. Husband calls again. Now they think they found the part needed and will order it. Said it would be 3-5 days....2 weeks go by and no one at 2-10 knows anything. What's frustrating is that they don't even care that I've gone the majority of the winter with no heat. Part finally arrives and contractor puts it in....only to wake up this morning with NO HEAT. Now it's another issue and the part will be ordered, with no guess as to when that will arrive and be put in. Time is coming due for my warranty to be renewed....I'm thinking they aren't getting another penny from me!!! It may have been different if at any time I felt that they genuinely cared and worked their hardest to fix the problem in a timely manner....but I nor my husband ever got the feeling that our issue was a priority to this company that I have done business with for the last 8 1/2 years. So done with them!!!!

I immediately called the contractor and he indicated the part had not been shipped and he did not know when it may be. Now the emergency heat is no longer working as we have been running it to keep the house warm for nearly three weeks with temperatures in the 20's. The part is available in the area for about $100 bucks but we are still without any heat now while we wait to get a part from somewhere else... Very frustrated member who has paid monthly to have a home warranty!

On the 28th, I tried the contractor several times, as well, and same no answer result. At 6:32 PM, I called 2-10 for resolution. I spoke to Andrea, who informed me that the 24 hours on the website was misleading - it's really 48 hours for them to respond. (Correct your website then!) She tried calling the contractor while I was on hold and came back to tell me she also didn't have any luck with an answer. I asked when would this 48 hours technically be up and she said they had until the end of 1/29 to contact me. (That's really bad math, clearly). I told her that wasn't acceptable and she indicated a supervisor would contact me within 4 hours.

Today is January 30th and no supervisor ever called. I tried 2-10 and they are closed on Sundays. I tried the contractor several times over the last several days with no answer. I believe this is part of a strategy that 2-10 employs to slow play the service. As mentioned, we can't really blame this on the pandemic or job shortage or supply chain as: 1.) It happens nearly every time I do need service going back many years and 2.) Calling someone to update or schedule doesn't rely on parts coming in from China. I am super frustrated with them and their lack of responsiveness. You pay for a service hoping you never need it, but when you do - PROVIDE IT!

Finally on day 3 I found a different number and reached the owner of the company, and he tells me they submitted the authorization to the home warranty company, but hadn't heard back. So I call 2-10 HB (naturally I was on hold like 30 minutes) and they tell me they never received the authorization request. The agent puts me on hold and calls the HVAC company, then returns and tells me they said they submitted it but since it wasn't received, they were going to resubmit it. Here I am days later and guess what - still no heat, still no contact from anyone.

I try to use the "Escalate your claim" feature on the website and get a website error "The requested URL was rejected." I've now tried to submit a request to switch contractors, and my appointment was (somehow retroactively for 10 days ago) cancelled with the original contractor and a new one is scheduled to come out, but the kicker is that I'm sure THEY'RE going to want the deductible payment too, and that isn't going to happen. I'd rather spend my money fixing it myself, or hiring a reputable local HVAC company I know will get the job done and not leave me hanging indefinitely with no contact. I could NEVER recommend 2-10 HB warranties after this experience.

For an example, this morning at 6:40 am I submitted a service request as a pipe had burst or was leaking to the point I had to turn off all water in my home. At 10:30 I finally got through to customer service who told me they could do nothing and it may be 3-5 business days (today is Friday). At 10:45 am I called a local plumber, at Noon I had someone at my home who was able to restore water to all but one commode by working around a problem that can't be fixed immediately as it requires tearing up flooring.

I am typing this at 7:30 pm and 2-10 has not yet assigned a plumber to provide service. It is almost a game to see how long they take now. During July they routed my air conditioner service request to a company that was closed for 3 days and made getting it reassigned an ordeal. They also spam you like crazy when your renewal gets close despite doing nothing to earn repeat business. I look forward to never doing business with this company again.

This company is horrible. They do not follow through with what the policy states, customer service is terrible, and communication is a black hole. There is a serious reason why they have a 1-star rating here. I believe every single one of the reviews... As a customer I can tell you it is as bad as you are reading. Seriously, it is shocking that they are still in business. Senior leaders should all be fired for allowing business to be conducted in this way. NO INTEGRITY. Buyer beware.

When the part was finally replaced it still didn't work. They ordered another part and after waiting weeks again, we were told that the part is no longer available. I was told that they would give me $185 toward a new oven. Since I had already paid $100 for the service fee, this offer was ridiculous. We then called our realtor and after many calls and demands, they paid us a total of a little over $900. In the contract, it states a replacement of up to $3000. They would not honor that. On our own, we had to buy a new oven and it was a lot more than the $900. Very disappointed with this company.

5 Carpentry and Framing: right hand swing door was used in master closet. Either the wrong door was used or the light switch was put on the wrong side. We shouldn't have to close the closet door to turn the lights on/off 11/9/2021 Excluded Details

I had a similar situation with a toilet leak. The ceiling in my Rec room was dripping water and messing up the ceiling. I called, they said a couple of days for a service call. Fortunately I'm handy enough to see the toilet problem and shut off the toilet. This took weeks for resolution. Finally my range had problems with the igniters continuing to click when the burners were lit and the oven was running 50 degrees too hot. I called 2-10 and they sent out a repairman who located the problems but couldn't obtain the parts. He said 2-10 would buy a new unit for me.

After many weeks of delays and my many follow ups I was told that their purchasing guy decided my range was a professional unit so it wasn't covered. I have received no explanation of what a professional range is. They won't return my emails and to my surprise I discovered my claim was marked closed. They did have the one toilet rebuilt and a snake job on another toilet but that took too long.

Updated on 11/03/2021: I provided an earlier review about 1 week ago on the horrible experience with 2-10 Home Buyers Warranty. I am writing today to update my experience. As of my last review, my HVAC system, which broke on Oct. 3, 2021, was waiting on a part to be delivered with an ETA of 10/26/21 to my assigned contractor. It never arrived. I received another notice claiming the part was now scheduled to arrive at my assigned contractor on 11/2/21. It never arrived. Of course the only way to find this out is many many calls. My assigned contractor does not answer their phone or return messages and 2-10 keeps you on hold forever (currently on hold for over 1 hour). 2-10 customer service reps always promise resolution but give you nothing but a promise of 1 more week.

Then you try to escalate to "purchasing department" and they give you the same empty promises. Then you ask to elevate to a supervisor and they can only call you back but never do. You escalate the situation online in the 2-10 web portal and the Escalation Department promises callbacks in 2-3 days, but of course no one ever calls, or if they do it a customer service representative again. And so the process goes on with the customer spinning his wheels wasting time with no resolve. Use your common sense if you choose a Home Warranty company and be realistic with your expectations. My realtor has offered to write a blog in my area Association of Realtors newsletter sharing this experience in reference to home warranties. It's not all bad, but this experience has been the worst.

Original Review: I've been with 2-10 Home Buyers Warranty since I purchased my home several years ago. Until recently we had only an occasional minor issue. Of course I pay them handsomely every month for this service. However, in August 2021 our convection oven/microwave went caput. 2-10 dispatched a repair technician (that took a couple weeks until they arrived) who diagnosed that 3 parts were needed to repair. On September 9 the service company ordered the parts. I did some prior research and knew that there was an issue with parts for this item.

A few days later I received communication stating that the parts were delayed. Knowing that there was an issue getting parts, I asked how long until we could look at other options and they said 21 business days. As of a few days ago (October 7), the service provider determined that parts were unavailable (go figure). They uploaded this news to 2-10 for resolution. 2-10 has not provided any follow up to me and every time I call them (and wait on hold for ever) they state that they are still searching for parts and offer me a small cash out option to replace the unit myself. Keep in mind that we have been without our built-in convection oven/microwave since the middle of August.

Based upon my research, their cash out option is about 1/2 of the actual cost to replace. In order for me to get resolution, 2-10 would like me to not only provide a significant amount of cash out of pocket to replace what should be covered in full under my warranty plus continue paying them $75 a month for their service plus pay the service technician fee of $100. I told 2-10 I do not want a cash out option at half the replacement cost. As of one of my recent conversations (October 11), they are still looking into options.

Based upon this experience, I'm not quite sure what I am paying for with 2-10 home warranty. The item broke and parts are not available. Should I have to wait 6 months or 9 months for the parts? No one at 2-10 is able to provide me with a timeline on parts or if they are going to replace the appliance as they need 7 additional business days to review (tick tock tick tock - remember that I had to wait 21 business days to get the parts that never arrived). I suppose situations happen but just imagine if you were a 2-10 home warranty customer and in the heat of the summer your refrigerator or air conditioner went caput.

Nearly 2 months later and still no resolution. This is definitely not a seamless process. Lots of calls made to the service provider and to 2-10 Home Buyers Warranty. Nearly 2 months of this and still no resolution. Very disappointed. Microwave finally fixed 10-27-21, nearly 2 ½ months later and hours and hours of telephone calls and stress.

I decided to add this to my complaint with 2-10 Home Warranty. While I was waiting on resolution on microwave, my central a/c unit broke. The a/c is only 5 years old so even though I found this unusual, I thought fixing a broken part in a newer a/c unit should be easy. Was I wrong. I've spoken and texted my contractor on over 15 occasions and called and spoken with 2-10 Warranty even more and we seem to be spinning our wheels with no resolve or follow through here too.

To begin, the temperature has been in the mid-80's and my wife and I and our animals are feeling the heat. As with the microwave situation, I escalated the claim because neither the a/c vendor nor 2-10 Home Warranty seems to know what’s going on. My contractor, Atlantis Heating & Air said she has spoken with 2-10 several times and claims that 2-10 promised to have escalated the claim. The last promise was that the part (s) were to be "overnighted." That was at least 1 week ago. No confirmation on this from 2-10 as every time I call 2-10 to confirm or to get an update, there seems to be no or very little communications documented in their system regarding conversations with my contractor or a status update.

The latest conversation with 2-10 had them saying a new contractor had to be called because the other one quit. Every call to 2-10 is like starting over and every 2-10 rep promises action. I've also spoken with the 2-10 Purchasing Department and receive big promises with the same lack of follow through or resolve. When I ask 2-10 Home Warranty to transfer me to a supervisor I always get the answer that they are not available, but they promise a call-back within a couple hours. Of course, this never happens.

2-10 Home Warranty has fallen to bad home warranty company. Unfortunately, they charge higher rates than the others but provide equal or lower service than the much less expensive companies. Do yourself a favor and pay less for the same crappy service with someone else. Still no a/c repair and we are approaching 1 month since I called 2-10 home warranty. God forbid you have these issues with 2-10 home warranty in the heat of the summer.

Well when I called after the holiday the gentleman spoke with in accounting say it was a glitch in their system and said he would lift the hold that he could understand why it had did that, that I was paid up. So he sent my call to claims so I could get some of my money back. I have given them the invoice and everything that they have asked for, I'm still waiting to hear from anyone but everytime I call they tell me a supervisor will contact me in 4 hours which never happens.

This company is terrible. No customer service whatsoever. No supervisors around at all. I still have yet to hear from them. I spoke with a lawyer and this is not the first time they have been in trouble for this. So my next move is filing papers against this company. My mother and step father have owned the same kind of business on the east coast The Lights, and my Mother is the one who told me if they don't reimburse me some of my to take them to court. She paying for my lawyer. THANK YOU. CAREY

The people that they contract with are absolutely the lowest of the low in terms of professionalism and more than likely knowledge. How could I test the knowledge when there was such lack of professionalism? Whenever a rep from 2-10 promised to call back I never got a call back. The whole thing has been a joke and now the warranty is about to expire and our claim is still yet to be resolved. Home warranties are scams to begin with and 2-10 doesn't fail to disappoint.

The actual cost of the repair was $1505.95. I have made several attempts to get 2-10 to authorize the full amount of the repair. They are only offering $605.00 minus $75.00 service fee for a total of $530.00. Not once have they asked for the part number to verify the actual cost of this part but yet they are stating a price that they would have paid. Furthermore, every time I have called they have informed me that my claim has been escalated and someone will be contacting me back soon. I have never had a return call. I am demanding a full reimbursement of the cost of repair paid by me in the amount of $1505.95.

I immediately contacted 2-10 and put in a service request. The contractor I was dispatched to is a week out from any availability. Xcel energy told me to let them know I'm without heat and that my case was labeled Hazardous which should, in theory, escalate my case. After the first dispatch, I reached out to 2-10 at the first contractor's suggestion to have them reach out to another contractor who has earlier availability. Let me just tell you, that was the moment when everything started to fall apart.

My first call to 2-10 started well. The gentleman heard me out, and placed me on hold, offering to contact all the local in-network contractors to find an earlier appointment to then dispatch it out to. After 20 minutes on hold, I was disconnected. No one called me back. So I called back. The second woman decided that it was not HVAC that needed to handle this but a plumber. I explained that Xcel confirmed it was HVAC, as well as the first contractor who I had spoken with. She placed me on hold saying she was going to verify her information, and came back confirming it was a plumber, because it was the gas line. Hesitant, I went with her suggestion, and they dispatched a local plumber.

When that plumber called me, he laughed and confirmed that in on circumstances would a plumber be the professional for this job and suggested I reached back out to them. By the time I did, he had already declined the case. When I explained to the third person that I needed to communicate the urgency to the dispatch team, they informed me they had no way of doing so. They had NO internal communication from Customer Service to dispatch and the best I could do was continue going through this same cycle. So I asked to speak with a supervisor, and they "escalated" my case.

Four hours later, another person called and informed me that this was correct. They could not communicate with dispatch. The alternative is that I could reach out to my own local professional, pay out of pocket, and submit the bill to 2-10 and hope that it would get reimbursed. They apologized and told me they could pass my feedback on, but that they had no official way to provide feedback to any type of management or development team. I will be taking this into consideration when it comes time to renew, and likely going with another company, even if it costs more. Know this. If you go with 2-10 and you end up in an urgent situation, you very well may be in a bind.

Next was our refrigerator which stopped cooling. We placed a claim almost one month ago and it is still not resolved. They first claimed they would repair it even though the contractor they sent out recommended a replacement. They were supposed to send parts but after 10 days, the parts had not even been sent. I finally call and the rep got in contact with the contractor and determined that we actually DO need a replacement and not a fix. That it would be 3-5 days until we hear options for replacement. Fast forward 10 days later and I still have not heard anything so I call back and wait on hold for an hour.

This lady reviews the claim and says that it was denied but should not have been because she knows that the issue is covered... as she has been there for 8+ years and has seen several refrigerators replaced with this exact issue. So she gets her supervisor involved and informs me it will be send back a second time to be reviewed AGAIN. On their online portal, the progress of this claim says "Appointment Set". No one contacted me at all to tell me any of this. We have been going on a month now without a refrigerator and have already had to purchase a mini fridge. Save your money and time and go with another company.

This should not have taken this long to get an oven fixed. We are told maybe Monday or Tuesday you should hear something and today still nothing but told the person's e-mail is full and no diagnosis were put in the portal. This is truly poor service and if it were you I’m sure you would not wait that long. It has been frustrating dealing with them and nothing resolved. So we are still waiting to get my oven fixed and nothing happening to get it resolved. I have them a zero for service on this service.

Today is September 16 and to this day a month later still no gas oven working. We can’t eat fried food every day as it is very unhealthy for my wife who is now having stomach issues. All I want is my stove oven fixed. We were not offered a new oven to replace this one. The stove has been in the house since we brought the house in 1998 and have been with to 2-10 home buyers warranty all that time up to present and have never experienced nothing like this ever before. We can never speak to a manager to talk about the gas oven • this has been unfair to me and my family trying to fix and buy food daily for their parents. Something needs to be done. We put in a request August 13 and Acer Technology came out. I signed a paper for recommendations on August 18 and have not seen or heard from the contractor and have to keep calling the home buyers warranty to hear the same thing told over and over again. As of today STILL NO OVEN FIXED

On Sept 3rd, my contractor spoke with this warranty company and explained my water heater was beyond repair. AFTER replacing the water heater, they told me they would not cover it because I had CHOSEN to get my own contractor. NOT TRUE AT ALL! They stated they would only cover $468 of the $1185 bill. Even more frustrating considering I pay more for the coverage than they're willing to reimburse.

Later in the day on Sept 3rd, I had called again and informed "Tiffany" that I would like a copy of the Quality Assurance calls from 09/02 proving the representative TOLD ME to get my own contractor. After being on hold for over 45 mins, she stated that she had spoken with her floor supervisor and agreed that there WAS NOT someone in my area and that they would note my account to pay the entire bill. On Sept 13th, I received a check for $468.

AGAIN, I call, being placed on hold for over an hour on every one of these calls... I explained to "Deon" that 2 separate individuals agreed that there was no one in my area and that I would be reimbursed. So now, I ask for both recorded phone calls so I can take this to court. After another hour, he came back and told me I would have to get legal counsel for the quality assurance phone calls. I fully intend on pursuing this for principal purposes! BE AWARE!! DO NOT PURCHASE THIS WARRANTY COVERAGE!!

So at this point, I’ve been two weeks with no refrigerator due to mis/lack of communication between the contractor and 2-10! So they submit the new information to the determination department and I have to wait another 3-5 days for a determination. & the most frustrating part is that I’m only finding out information because I’m calling. The portal was never updated and I was never notified of any decisions! & since then, I still don’t have a refrigerator and today is August 31st! So needless to say, this has been the worst experience!!! My family has been out of so much money between having to constantly buy ice, eat out or throw away leftovers because we don’t have anywhere to store it! Not to mention having to throw away all the food in my fridge and freezer! & there’s been no offer to compensate nor a rush to get this issue resolved! If I could give this rating 0 stars, I would! 2-10 has been the worst home warranty company I’ve ever dealt with!

I had not heard anything from 2-10 so I called them. I listened to a recording for 35 minutes that said my call was very important to them. I missed 5 work calls while I waited. I was unable to stay on the phone because of an appt. I called again 2 hours later-was on hold another 35 minutes when I finally got to a customer service agent who said his notes conflict with what the repair person said. So, I am sitting here on hold, waiting for him to come back with a resolution. 45 minutes on hold this time. So if you're looking for a great company, look elsewhere.

Unfortunately, I actually needed service and learned their unethical policies extended to how they provide service. My air conditioner went out in summer. I had to wait a week for a contractor who spent ten minutes, took my $100 service payment (all of their prices went up) and then refused the service because he was in negotiations with them. He said their prices were too low for him to make money! He told me to buy a window unit and "hole up" until they work it out. Called immediately and they said I had to wait for him to submit his diagnosis. He had 24 hours to do so.

A week later he had not submitted, because he is just collecting the service fees. 2-10 said I could keep waiting or pay for another contractor to come out. I asked why I would be responsible for paying another contractor. They said that was their new policy. How long would I have to wait? No telling. I am on my own. There is no point to having a warranty that doesn't provide service when it is needed. That is what I have. What is the purpose of having a time limit on the contractor. I know now he knew the system better than I did. He was scamming the scammers. He did share a list of home warranties that quickly provided service. 2-10's response was that it is my problem to deal with.

They put you on hold for extremely long times (each call averages around 2 hours) before anyone will speak with you, EVERY single time you call. They make it extremely difficult for you to get an item replaced (months) and then after months of dealing with them they will lowball offer you the worth of your appliance which at best will cover just a little over 50% of the cost to replace an item. I would highly recommend NOT working them.

My attempt is to share my experience not from an emotional perspective but from a factual perspective so you can understand what it’s like working with this company. Previously, I had a problem with my microwave, it was a pain to get them to replace it, it took months, they blamed the repairman for the problem. Finally it got replaced and I gave them the benefit of the doubt that it was indeed the repairman causing the problem. So I renewed with them.

Then months went by and I had an issue with my washing machine and requested a service provider through 2-10 Home Warranty to fix it. On June 2nd someone came out. I paid a $100 fee for someone from A&E Factory Service (AKA Sears Service) to look it over and diagnose the problem. The service provider said a panel interface malfunctioned in the washer (the part is called interface 261108182717). He told us he couldn’t immediately find the part on his initial search and he would have to send it to his team to do a deeper search which would take 21 business days (keep in mind not 21 days, 21 business days). He sent this on June 7th for them to do the in depth research. I was informed it wouldn’t be until July 7th that anything could be done. So one whole month without the washing machine. I spoke with their service technician Anne, Id number 300232 if you are interested. I hear absolutely nothing from A&E or 2-10.

I contact them on July 7th at 1:42pm EST to get an update. I spoke to Chris the service technician with an ID “**” from A&E. He told me the part I needed was no longer manufactured and could not be located. At this point they will let 2-10 know the part is no longer in production and not available. I was told it would take 24-48 hours for 210 to receive it and they should have it by July 9th the latest. They assured me the work order was already submitted but they would submit again.

I then called 2-10 and spoke to Christopher L. in the purchasing department on July 19th at 6pm when a significant amount of time went by with no word from 2-10. Christopher assured me based on the details of my case I would get a full reimbursement for the retail value of my washer (this will be important later). And then he told me the repair person didn’t submit anything to 2-10. I told them I’m stuck in the middle, they said, "They reported you said you didn’t receive it," what do I do? Based on how long the time took, Chris told me there were no other service providers in my area and I needed to go out of network to find a contractor to diagnose the problem (this would be my cost to do, not 2-10). I had to find another contractor and have them submit the problem with the washer again and then their Outbound ream will review the claim and process the replacement in 3-4 business days.

On Monday July 26th I submitted the paperwork submitted to me by the out of network contractor I located per the instructions of Chris to their online portal. I waited until Friday July 30th at 5:30pm EST (5 business days later) to check in and was transferred to Brayden H. who told me that I needed to speak with someone in their purchasing department to cover major repair authorizations and was transferred to Erica at 6:47pm EST, Erica said she didn’t have the invoice that my out of network contractor provided. I told her I could email it to her but she told me she couldn’t receive any emails so she had to locate it herself. She put me on hold until 7:20pm EST and then hung up on me. When I called back there was no answer and no one from their team tried to call me back.

On August 4th at 12pm EST I called again and spoke with Morgan O. from the 2-10 purchasing department, She needed a diagnosis and I told her the model number and serial number of my washer and that my out of network contractor submitted on July 23rd, Morgan called the out of network contractor to verify the diagnosis. She told me she sent the information to the back office for review for replacement and it would take an additional 7 business days. I was assured the diagnosis had been put in and submitted and there isn’t nay other information needed to be submitted.

We received a call from Angela stating they could give us an offer for our Machine on Friday August 13th. I called on Monday August 16th, at 6:45pm EST (during their business hours since they are on MST) and it was told they were not open. On Tuesday August 17th, my wife called to hear the offer and they offered $531 to replace the washer. The retail value of my washer is $899. She asked why there was a difference in what they were offering and retail value of the machine and they explained they have a $1,000 max replacement minus labor, repair and part costs.

They also told us they magically found this part that was missing and it would take 10 business days for them to find it so we could wait another 10 business days for the part to arrive and then schedule a time for someone from A&E to replace it or we could just take the $531. This seemed odd that after all this time they “magically” found the part that is no longer in production. Then I looked at my agreement I noticed my date for renewal was 9/4/21.

I realize they are most likely trying to keep pushing me off so they can say my service is no longer covered unless I renew or something like that. Seems like a hustle to me. They keep pushing you off until you just replace it on your own to not deal with problems they will create. I also started doing some math. It costs about $933 for their service but if they will only replace appliances at a maximum of $1,000 minus the cost of labor, repair and parts costs so you are always going to pay more per year than they will ever cover.

I am extremely dissatisfied with my experience with this company and highly recommend saving yourself the time and frustration and ultimately low ball offer they will give you if they do offer to replace your item. I realize they make YOU pay a $100 deductible to have the repair person come out initially to diagnose the problem so your out of pocket cost is actually at least $1,033 per year, I believe 2-10’s hope is that the repair person can fix the problem that ultimately YOU will pay for out of pocket on the first visit. If they have to replace an item, they will waste dozens of hours of your time keeping you on hold, telling you to wait and call back and then only if you stick with it long enough they will give you a lowball offer to replace an appliance.

We had to go over 2.5 months without a working washer and they kept stringing us along that they would do right by us. In the end it took an incredible amount of time and frustration just to get offered cash that only covers less than 60% the cost of replacing my washing machine. I took meticulous notes because of my first experience with 2-10 hoping it was a fluke but it seems it wasn’t. Based on how they treated me both times, I would recommend not trusting this company to do as they advertise they would. I hope my horrible experience with them and me sharing will save other people the money and time working with a company who doesn’t have your best interest at heart.

Because of Covid, it has been even more difficult to get the compressor part in, we have now been without AC for 2 weeks in 100 degree weather. Granted, this is no fault of the company, but the home portal only gives so much information. To get more info on the ET of when our unit is getting fixed, I have to call. The hold times for 2-10 are ridiculous! Out of the multiple representatives I've spoken to over the past week, only one was super nice and understanding of our situation (I'm also 8 months pregnant). We have also not been pleased with the contractor that the warranty company has chosen to go with since they were too slow with relaying proper information to the warranty company. After further looking, this contractor has many of the same complaints, but 2-10 continues to use them. So we will be cancelling our coverage with 2-10 as soon as possible.

I then called 2-10 to explain and gave the phone to my wife Linda **. A 2-10 rep named Kelly then proceeded to explain repeatedly that we are not qualified because we did not follow the guidelines to our agreement. My wife then explained she wanted to speak to a supervisor. Kelly then said it wasn’t possible. My wife asked for a email address and after much duress she gave it to her. Their Gross disrespectful attitude was used on us. After 15 yrs of great service it was shocking to be be treated like this. We hope you can help us get our claim resolved. A bill from Cajun air conditioning for the work will be forthcoming.

Ken

Once this happened, a whole new set of ongoing problems began. It took several days for them to even submit a purchase order for the part needed after looking at the problem, then the e.t.a. for the part was completely off. They initially told me the 26th for delivery. By the 28th, still nothing. I called back, and still no compressor has arrived. Day after day of this. Called back on the 29th, the part is FINALLY there for pick up! I called the ac company and told them the part was there for pick up, "can someone please get off their butt and pick it up so this repair can be made???" Their response after expressing that I'm extremely angry and frustrated already, I've been displaced from my home with a 7 month pregnant wife was that they just have to sit and wait for the warranty company to call them and tell them the part was there for pick up!

Ok, so I call the warranty company back myself just to tell them, "ok, time to schedule the repair!" And I'm currently on the phone now as I write this for nearly an hour waiting yet again for this warranty company to answer the phone and schedule this repair. I'm telling you people, RUN! This has been an utter nightmare, and is worsened by the fact that I've expressed I have a pregnant wife, can we somehow hurry this up. But I have gotten no concern or expedition of the situation whatsoever. Only worthless excuse after excuse.

Each claim, approximately one month apart, involved a different appliance company subcontracted by 2-10 requiring an $85 visit fee to diagnose my need for a new ice maker; each company promising me that they would initiate an order for replacement. I attempted to reach each of these three companies 2-3 weeks after their service appointment to obtain an update. The first of the three companies (Fusion Air Conditioning; work order **) never answered or returned my 10 calls prompting a second claim with 2-10. The second company (K G Appliance Repair Experts) whose phone number provided by me by 2-10 was not even an existing number, (even 2-10 couldn't reach them) prompted a third claim.

That appliance repairman assured me it would take only 4-5 days to receive a new icemaker. Having not heard anything from this third appliance company (Daybreak Appliance Repair) after 2-3 weeks of their appointment, I also attempted to reach them over several days without success. I then contacted 2-10 and was misinformed by customer service that a new icemaker had indeed been ordered and was en route. Two weeks later, I was finally able to reach the 3rd company and I was informed that they no knowledge of an icemaker order, and asked me to refer all further inquiries back to 2-10.

On June 30th, I had a one hour and 15 min call with a 2-10 customer service agent; all but 5 minutes of it placed on hold. I was told that there was actually no longer a replacement ice maker being manufactured, and that I would be receiving an email response within 4-5 business days regarding replacement of my refrigerator. Why was I not told in March that there were no replacement ice makers available? Why did it require 3 different companies to come to my house? I have had no source of ice since March.

Following 9 days without any such email responses, I was unwilling to waste another 1 hour on hold, so I sent a request on the 2-10 website for a review of my claim on July 9. This went unanswered. On July 12, I e-mailed a letter of complaint to their corporate office in Colorado, again without acknowledgement or response. Over the last four-months, I have placed approximately 12 calls to 2-10 (average hold time was 30 minutes) and made approximately 40 attempts to reach these 3 appliance companies. I’ve wasted at least 5 hours of my time. I have read multiple similar complaints regarding this company online.

Every time I called the decision was different. Their supplier decided not to give the contractor our equipment when it came it because they wanted to keep it for a big order they had. 2-10's response was that it wasn't their problem. Over 5 weeks with no A/C, a sick kid, dogs who can't breathe in the heat and humidity, and damage to my house because of it. I cannot get anyone to respond to my escalated claims and get brushed off after waiting on hold for hours. This company is the absolute worst.

During this time, we’ve added air purifiers to the house to keep the air fresh and clean while the windows were open. On June, the 17th year cicadas arrived, with decibel levels sometimes as high as 80, and we had to close the windows to block the sound. These last three month have been a nightmare with no end in sight. Here is a summary of the highlights of my interaction with 2-10.

On April 12, 2021 So Cool Solutions (SCS) was dispatched to my home because the HVAC unit was not working properly. At that time, SCS indicated that the unit was beyond repair and that a new unit would ordered. On April 21, the contractor indicated that he had not received the unit even though 2-10 has a delivery confirmation. On April 28 (7 days after the delivery confirmation) we had not heard anything from the contractor or 2-10. On April 29, the installers started giving me excuses as to the delay. On May 3rd, the contractors showed up unannounced without the unit. Took a look at the area (they had already been to the house of April 21) and left. On May 4rth, the contractor indicated that they would not be able to install the unit because they were missing parts and he had no additional support (help) on that day. The contractor canceled their work on that day.

On May 6th, the contractor removed the old unit and left it in my backyard. They worked for 5 hrs and did not finish. The contractor promised to return the next day because at this point, we had no cooling or fan in the house. We spent the next 3 days with temperatures over 80 degrees. On May 8th, the contractor, having missed their appointment the day before, called to say that they would arrive on at 9:00am May 9th, Mother Day. We canceled our Mother’s Day celebration as the house had no cooling.

On May 9th (Mother’s Day), the contractors arrived at 2:00PM, 5 hrs after their scheduled appointment. There were two installers and a small child, related to one of the contractors. At 7:00PM, the contractor indicated that they had completed the installation. At this time, they removed the old rusted unit that had been left on the dog yard. When we inspected the basement, where the unit is located, we realized that the contractors dragged their equipment and dirty shoes through our cream colored carpeting. On May 10th, we contracted a company to shampoo the carpets to eliminate the stains.

During the next 2 weeks, we had cold weather so we did not push the system although we started to notice that the temperature upstairs was noticeably warmer than downstairs. Since a new unit had been installed and a lot of dust had been moved through the system, we decided to clean the air ducts. The duct cleaner notice that the return air duct was not attached to the new system. Since the unit was new and had just been installed, I submitted a new claim on May 25th. On May 28th, SCS canceled their appointment and ghosted us until June 3rd. At this time, my son went to stay with my in-laws as we had no cooling in the house and this was affecting his lungs. On June 3rd, SCS worked on the system and ordered a “part” that according to them was missing.

On June 8th, SCS came back “part” and left after 15 minutes. They did not notify us that they were leaving without fixing the system. To make matters worst, they left the gate to the dog yard opened and four of our dogs escaped. Needless to say, our dogs are like family members and having to worry that I would not see my dogs again was excruciating. Luckily, and with some help, we were able to safely locate all four dogs. On June 15, SCS communicated to 2-10 that they need another part. This is when we noticed, that the unit was collecting water at the bottom tray.

On June 17, I asked for an update from SCS. They texted me a picture of the Lennox order and blamed Lennox for the missing part. Since I had the order number (included in the picture sent) I called Lennox. Lennox supplied a tracking number, which I tracked. This is when I discovered that SCS, again, had lied. The part had been delivered to SCS on June 26th a Saturday. On June 22, after sleeping without cooling for over two months, I purchased a window AC for our bedroom. On June 28th, SCS was still claiming that they had not received the part. After calling and pressuring 2-10 to do their job, 2-10 forced SCS to schedule the installation of the part on June 29. The part was installed and that night the system froze. SCS indicated that the issue seemed to be that the system was not pulling return air. At this time, the principal of SCS stop communicating with us. SCS sent one of the original installers to try to fix the unit. On July the 2nd, the original installer from SCS stop communicating as well.

On July 5th, I placed a call to 2-10. The person took my call indicated that the unit was not fixable and not to worry that we would get another unit. I followed up with 2-10 on, July 7th. This time the person on the phone indicated that she had no record of my conversation on July 5th. She indicated that the records indicated that we requested a new contractor and refused SCS. I want to clarify that, I never asked for a new contractor. My contract is with 2-10 and it is 2-10’s responsibility to supervise the contractor, however I agreed that a new set of eyes would be the best! CMR Ventures LLC was assigned by 2-10. I immediately checked their reviews online and was very concerned as their current rating is 1.5 stars. SCS had 3 stars. On July 8th, CMR Ventures LLC came to the house to look at the system outside, did not come into the house. CMR indicated that they would submit to 2-10 that evening the request for additional parts.

On July 9th, I followed up with CMR and they indicated that the request had been submitted that morning. On July 12th, I followed up with 2-10, which was the 3 month anniversary from the original claim. At that time, 2-10 indicated that they had not received the work order from CMR. On July 13, 2-10 called to set up an appointment for Thursday, July 15th. No time for the appointment was given. We have tried to accommodate the installers within the limits of proper patience but we feel that we were taken advantage off. I mentioned at the beginning of the letter the health problems associated with this event but I also want to mention, the number of hours that we have spent trying to find a resolution to get the unit operational.

All three of us work full time, having to constantly call to wait on hold for an average of an hour and a half, having to cancel meetings with clients because of the noise generated by the installers, the constant disruptions from the installers and having to be in the house for long hours waiting for the installers have been a major disruption to our lives. We had to postpone the Mother’s Day celebration. We had to hold Father’s Day celebration in the heat because the house had no cooling. We were embarrassed when, while having a party at the house, the system froze and stopped working. Causing our party to end early.

I called in a second time to confirm exactly what was needed and where I need to send it and found out their review process would take 3-5 business days and we could not have the work done prior, otherwise the claim would be denied. It was 83 degrees inside, 85 outside and only getting warmer so waiting for approval for a week and not doing the work seems like a ridiculous requirement. There are many companies backed up and without equipment. My contractor had the equipment to resolve our problem same day. Doesn't seem like it would be difficult to confirm all the information they needed to in order to provide a check for what they could approve after the fact. Poor client experience for me and will not choose them again.

I had the plumber call (he also had to wait on the phone 45 minutes before getting through to a representative). The plumber was told that even though the part that needed replaced was more than $300, the work could be done by a contractor who could be dispatched immediately in my network for $165.00 I am livid. Magically, a provider was found that could do the work when I had been trying to find someone myself after they told me it could be days, or weeks before they found someone who could come perform my hot water heater repairs. It is just a scam to avoid fulfilling their obligations. I am now on hold, have been for more than 30 minutes, to issue a complaint and request that I be removed from their email list spamming me to encourage me to renew.

Online, through the 2-10 portal, I requested a service request status once or twice this month, in mid-June. *Crickets* Then, I proceeded to escalate the claim via the website (I believe I did this the week of the 21st). On Monday, June 28, 2021, I received a voicemail from Melissa, a 2-10 representative. An extension was not left and I was too busy at work that day to call back. She states that they can order a used control board from Ebay or cut a check for $270.78 to put towards a new dishwasher. "Please, please, please show me where you can buy a new dishwasher for $270.78?!" Tuesday, June 29, 2021, I receive a call from Rosie, another representative asking if I wanted to renew my warranty. "No, ma'am, I do not because I still have a claim that is unresolved and it's well over a month later." Later that day, I'm on hold for over two hours and still never got to speak with a representative regarding my claim.

I call today and am on hold for over an hour before I speak with a nice, young lady by the name of Corbin. Corbin understood my frustrations, took notes, and spoke with her supervisor about my issue, trying to plead my case. The supervisor basically blew me off and was like, "Regardless of her expiring warranty, we can order the part and repair the dishwasher. If after 30 days of the warranty's expiration, the dishwasher is no longer working (assuming it will with the part), 2-10 is not responsible."

This is my first claim, the clock is ticking on my warranty's expiration, I've been patient and done everything that I can to resolve this matter. Why is it that I have to wait an additional 24 hours to speak with a supervisor? It's your job to ensure that your customers are well taken care of when an issue arises. You've already taken close to $600 of my hard earned money and due to your unprofessionalism and lack of customer support, I may be completely S.O.L?! Corbin felt bad and I believe that she thinks this is ridiculous. I told her that I feel I'm due a new dishwasher. There's no excuse for me to have been contacted regarding the part a month and three days after I professional came out to look the appliance.

If you're considering doing business with this company, RUN! Do not purchase a warranty, because they obviously do not care about their customers. Once they have your money, that's it. Also, it's sad how many negative reviews are out there and they're still in business. We'll see how this conversation goes, if/when I speak with a supervisor. Learn better business practices 2-10 Home Buyers Warranty or find employees that are compassionate and empathetic! Keep Corbin around, because she may be the only one with a moral compass.

Here is where the fun begins. My refrigerator is one that is built in, it isn't a stand alone unit. A replacement costs about $5,000 on the low side. I was offered an $800 refrigerator that won't even fit in the space after removing the built in unit. So basically my replacement will just have to sit in the middle of the kitchen. Also the replacement isn't even made by the manufacturer anymore, so it isn't a new model. My other option was a cash payment in the amount of $952. Basically they expect me to go buy a comparable refrigerator for $952 or take the one that doesn't fit. How could anyone expect this to be a reasonable offer. Also, they don't return phone calls. They advertise repairing and replacing your appliance....but that isn't they are doing. Basically bait and switch....

I paid $625 for the warranty and a $100 service call fee. And they will not replace a $10 switch. This company is a scam. You will never get them to actually do ANYTHING. You can't send emails. You can't post comments on your service ticket online. And any phone call takes 45 minutes to an hour and all they will tell you is go call the contractor. Once they refer you to a contractor, they will ignore you forever, and the contractor already has their money once they do the service call, so you will be out of luck. Just like I am a month after I first called.

The second incident was my HVAC had went out. I had no heat in my home and the cold months were approaching. I sent in a ticket to 2-10 and the same technician company came and assessed the issue. 2-10, again, would not cover the issue and blamed improper installation (again, no fault of my own). My final issue is my AC is out. Fed up with the technicians 2-10 sends out, I went with a technician of MY choice. I created a help ticket and specifically told them I have my own technician and did not want theirs to come out since in the past, they have been extremely unhelpful. The customer service representative understood and claimed that she documented it.

A few days later I had THEIR technician knocking on my door. I apologized to him about the miscommunication and informed him that his company services were not needed and that I had another technician to resolve the issue. Meanwhile, my technician had been calling everyday for a week trying to contact someone from 2-10 regarding a diagnosis on the issue. He has waited on hold for 1+ hours daily trying to speak with someone. He has yet to talk to anyone. Every time a technician comes to diagnose, it is a $100 fee. This fee is your responsibility to pay upon their arrival and that's just for them to look at the issue.

2-10 warranty is a SCAM! They have not fixed ANY of the issues I have had in my home! They made excuses NOT to cover. If you are considering this company for your home, DONT! AND RUN AS FAST AS YOU CAN IN THE OTHER DIRECTION!!!! It's going to be 103° today. I have 3 small children in my home and nothing but ceiling fans to help cool down the house. 2-10 Warranty still won't answer anyone's calls.

If your appliances dies and needs replacing and you don’t mind that you have to contact only GE or Whirlpool for a replacement (also at least an hour on hold) and they only give you $900 for a replacement, this is the company for you. Have you seen the prices for refrigerators?? We will not renew our warranty. Worst experience ever!

We were out of microwave for more than 1 month and finally when the technician showed up, he was again rude, unprofessional and was taunting whole time when he was fixing the appliance. If this is their attitude towards customers, then we are really not sure if we should stay with them, going forward. This isn’t the first bad experience we’ve had with them - it seems like the general attitude needs to be improved if they want to retain their customers.

For months I was told, "Tough we won't fix or replace your appliance." Then I go the the State Attorney General and miracle of miracles I get a call. I'm thinking great we're finally going to solve this, BOY WAS I WRONG. I have a Dacor Microwave - They offered me a cheap substitute that costs 1/3 of the cost of my microwave and told me take it or leave it. This company is a total scam - save the money when you buy a house, you are going to need it when something breaks. Ever wonder why your realtor recommends a home warranty? They get a cut. Bet you didn't know this either and I'd guess 2-10 doesn't want you to know either.

Today the contractor called and said that the warranty company told him this morning that instead of sending him a new part they will be sending him a piece that he should weld on to the incorrect part to make it fit!!!! He recommended that I call them and find out what is going on. I have now been on hold for over an hour. I did manage to talk to someone after 30 mins who said they would have to transfer me to a different department so here I am, sitting on hold....still. I am absolutely dis-satisfied with every single aspect of my interaction with this warranty company and can not, in good faith recommend them to anyone who is looking to purchase a home warranty.

The last straw was when their technician left my house with my broken heater which was pumping carbon monoxide into my home. They sent another technician who barely spoke to me and left without condemning the unit but acknowledged that it was indeed poisoning me. He didn’t tell me that, he told 2-10 and 2-10 never relayed the information. It wasn’t until I got an outside company to take a look that they said the unit had to be condemned and was poisoning me.

When I finally got a hold of the guy at HQ all he did was tell me to calm down. It took them over 4 months to replace the unit meanwhile I was freezing all winter and treated me as if I was lucky to get a news unit, even though I paid for their highest coverage because I knew they were kicking the can down the road on replacing it. They were demeaning and rude and absolutely horrible to deal with. And every step of the way they reminded me that I was being difficult and lucky to have them. More than one technician lecture me about politics and the neighborhood I live in being bad. So, I finally get the unit and the guy doesn’t protect it from rodents but admits that he knows this area is prone to them. He tells me it’s my job to fix his ** work. He left huge gaps in the construction and then left all his trash at my house for me to deal with. This company is awful.

Called 2-10 to find out when I can get plaster repaired and I am told "we do not have anyone in the Nashville area that can do plaster work". I asked the woman about finding someone myself and was told I could submit charges for reimbursement. Due to the pandemic, plaster guys were not going into the homes and we waited months to have this repaired. Mid-November/December 2020, we received a $75 check in the mail from 2-10 months later. Called as to what it was for and I am told it was to "help cover your drywall repair."

I had thought they may have discounted my $100 service fee and returned it. Explained to them drywall is not plaster, am told again "we have no one that can repair plaster, so accept this check to go toward plaster repair". We never cashed the check because I did not feel the amount of the check was appropriate for the work we paid for. Drywall could have been repaired for around $75-100. Plaster cost us over $600.

Received a call from 2-10 around February 2021 asking why we had not cashed the check and I explained to the individual that we did not have Drywall. She then checked with her supervisors and comes back offering me $400 cash out from my policy to cover the extra expenses since they did not even have a Plaster repair code to submit. Waited 3 weeks for the check, called 2-10 to find out its location and I am told it was denied because my policy did not have Drywall repair. Wasted almost 2 hours on the phone with a "supervisor" who passed me off to another "supervisor" denying my claim.

Why was I initially told by the plumber dispatched to my home that the holes would be repaired that he had to cut into to find the leak only to be told "we don't have anyone that can repair plaster in your area"? Shouldn't the individual who gave him this "go ahead" be held responsible? Who was the individual who promised me a "buy out" months later to cover our plaster repair expenses and how was she able to offer me that option only to be denies that option weeks later?

This company has completely lost my confidence in Home Warranty companies. I would certainly never recommend 2-10 Home Warranty to anyone and they can certainly count on my telling everyone I know about this experience. It seems easier to just repair breakdowns yourself and rely on those warranties that come with those repairs. There's numerous handy man services available. You can save yourself hours of wasted phone conversations, numerous times being placed on hold to "review your notes" and the mere frustration of dealing with individuals that don't even know the difference between drywall and plaster.

Ever since I realized 2-10 automatically populates this horrific company, I decided to manually call and wait long hold times to have a representative assist me with a good company within the network. I've had success with this method in the past, but today Michaela said she is not able to do this. Michaela did not know how to transfer me to another representative, or assist me with a supervisor to escalate this. There is inconsistency within the company, and I do not plan on renewing my services with such a company.

I went back to 2-10 with that information and basically got an "oh well." So my A/C unit will not get serviced and 2-10 does not appear to have back up contractors to work this issue. I asked to be routed to a higher level supervisor and I was denied that. I would never use 2-10 again and I cannot recommend them to any of my clients based on my personal experience.

After we received NO follow up from 2-10, we called them (on hold for an hour). They then stated they will search for a repairman that would repair the compressor. They located said repairman and assured us they had dispatched him and he would be out in 48 hours. That never happened as the repairman notified us that 2-10 NEVER dispatched him. I then call 2-10 back (on hold for another hour) only to be told "We’re really sorry but we have now dispatched him." We contacted the repairman to verify on Monday only to be told he would be out the following Friday. I take off work Friday to be here when he arrives. I call the repairman Friday morning only to be told he wasn't coming out because he had to order some part that would take 3-5 days to be delivered. (It's been a week with no refrigerator).

I call 2-10 to voice my displeasure and after being on hold once again I requested to speak to a supervisor. They put me on hold while they tried to locate a supervisor. After approximately 30 minutes on hold I was told no supervisor available but one would call me “some time” today. I am currently looking for another home warranty company as 2-10 Home Warranty do not value anything except my monthly payment for services they do not stand behind. BEWARE!!!

I contacted 2-10 two days later on 3/28 to request a new contractor and informed them of the no-call, no-show. I was told that a new contractor would be found and I would receive info once a contractor was found. On 3/29, 2-10 called me and told me that they found a contractor and this is their last option and I would need to wait 5 more days before the new contractor could get to me. I have had a leaking kitchen sink since 3/23 and I now have to wait until 4/2 to have someone repair it. The leak was getting worse and I was now unable to use the sink. I informed Sherry that I would handle this repair on my own if waiting 5 more days is their only solution. She never offer me any other options nor told me how or if I could be reimbursed for handling this on my own. I spent $200 getting this repaired in a matter of hours. Extremely disappointed with 2-10 after waiting 6 days to be told that I had to wait 5 more days and offered no other solution nor assistance.

Two weeks pass with NO COMMUNICATION. We wait three weeks and call. We are told part is on back order. We have continued to call each week being told "sorry its still on back order". This week we called Whirlpool directly and were told the part is not only available that is could be sent to us same day and we could have it in 48hrs.

I called 2-10 and spoke with Bree who advised me there was nothing they could do about it and transferred me purchasing where I sat on hold for almost a full hour before anyone answered. I spoke to Christine. I explained to her we were able to confirm with Whirlpool direct that the part was available and could be delivered to our home. She seemed to think there a request for buy out and that the work order was cancelled. CANCELLED. So almost three months in and still nothing done correctly. If I would have saved the money I paid them to "cover me" and the money I have to pay their terrible contractors I could have had a new stove delivered the same week it broke. Will be cancelling my agreement but again, save yourself time and headache and either go with a different organization or not at all.

My washer recently broke and they hired a total lowlife company that expected me to be available all day to accommodate them. I took the day off from work and they never even showed up. A 2nd second company was contracted (2 weeks later) and said an expensive part was needed to be ordered. 2-10 never authorized the part to be ordered. 6.5 weeks later!!..I called and was not happy. Laundry mat visits were adding up, precious time was wasted, work was lost, and a family that was worn out! We needed a washer NOW! 2-10 totally dropped the ball. The part was never ordered.

Instead of taking responsibility for their actions (they should have followed up on the work order throughout and kept in contact with me), they instead act more immature than a 5 year old - pointing fingers on everyone else! OF COURSE IT WASN'T 2-10's fault, they don't want to be responsible for putting on their "Big Boy" pants and make up for the inconvenience. I have talked to Cynthia, Terry, Jeff, all senior managers who basically told me to turn around, bend over, and take it in the rear, because they couldn't give a **. By the looks of these other reviews, everyone is getting screwed by this company. PLEASE STAY FAR AWAY FROM THIS COMPANY, you will only be doing yourself a favor. BTW, they have lost so much business from me that they are completely shooting themselves in the foot! Since my last bad experience till now, they lost the better of about $10k a year of business I normally bring them.

It was to be a free service call and diagnosis. I moved here in December 2020 and don't know any appliance repair people. When I do get a diagnosis they would not give me a phone number or e-mail to call or send it to. I can't get anyone to come out for free. I want my money back so I can pay someone to repair the ice maker. They said no. Terrible people to deal with. Please find a different warranty company. Anyone else has got to be better.

Original Review: Feb. 3, 2021

I personally do NOT / will NOT recommend 2-10 HW to anyone. Our home had 2 years free HW by our builders, so I sort of continue after 2 years expiration... Never placed any service call before. But, our Dish Washer got broken and I placed service all on Jan 11, and as of today (Feb 3), the issue not addressed. Tech called me very first day and asked me to send him the picture and what is the issue. He told me he would order parts and will come and fix it (within a week). And it is almost 4 weeks now. I have been calling 2-10 HW with no luck. Every time I called them, there were 15 - 20 minutes hold. Very funny, once I called and press option 1 for enrollment, and within 2 seconds, I got the rep to answer me. Beware of fraudulent service by 2-10 HW.

So the following week I received the call back from 2-10 and the gentleman I spoke to on the phone provided me the options. Either I could go with the company that offered the service for 15,000, and cover what the warranty wouldn't (they cap this service at 1,000, so I would have had to pay 14,000), or I could choose to cash out of this option and pursue my own method of completing the fix. I chose the latter option as I believed that 14,000 was entirely out of the realm of possibility. I was told at that point that I would receive a check in 10-14 days for 1,000 so that I could hire somebody else for the fix.

Fast forward another week, now today on 2/1/21, I received another call from 2-10 warranty company saying that they actually reviewed the alleged diagnosis from the plumbing company, and that the service was not covered, and I would not be entitled to the 1,000. They told me that the PIPE LEAK IN MY FOUNDATION is not covered by my home warranty.

In the time between these phone calls I have had a plumber come to my house, open up a wall to expose the pipe leading down into my foundation, and have identified where this leak is located, under the expectation that these funds would be provided. I have also since verified (something that the plumbers the warranty company had come to my house on THREE separate occasions) that the copper hot water pipe leading down under my slab foundation, does indeed have a leak. I have pulled out my flooring to expose my foundation, and have found the evidence of water from the leak (my foundation is soaked, from this PLUMBING LEAK). I will post below the provision in my policy that allegedly covers plumbing.

SUPREME INCLUDES (Buyer and Seller Coverage): Water, drain, waste or vent pipe leaks or breaks, including polybutylene. Gas and electric water heaters including tankless, power and direct vent units. Water heater interior gas lines. Toilet tank, bowl, tank assembly parts, flange and wax ring seals. Built-in bathtub whirlpool motor and pump assemblies. Drain line stoppages that can be cleared with a standard sewer cable. Primary, permanently installed sump pumps used for groundwater. Pressure regulators. Valves: shower, tub, diverter, risers, angle stops and gate valves. Interior and exterior hose bibbs. Faucets and faucet handles, including showerheads, arms and tub spouts. Corrections to code violations up to $250 per Service Agreement. Permits up to $250 per Service Agreement. Modifications up to $250 per Service Agreement. Haul away/disposal fees. Items under manufacturer’s warranty.

EXCLUDED ITEMS: Filters, sewage ejector pumps, hydro-jetting, sewer grinders, backflow preventers, drain line stoppages due to roots, performing diagnosis with camera, fixtures, water meters, shower enclosures, shower-base pans, strainers, caulking, grouting, lawn sprinkler systems, tile fields, leach beds, lift stations, any loss arising out of a condition of mineral or chemical deposits (except water heaters), water residue or insufficient capacity loss arising from porcelain chipping, cracking, dents or other externally caused physical damages. Water heaters: oil hot water tanks or oil storage tanks, flue venting, insufficient capacity and solar equipment.

DOLLAR LIMITS PER SERVICE AGREEMENT:

• Toilet replacement, in the event of sediment/ calcium build up - cost to repair and/or replace each toilet is limited to: $300.

So I call Alajandra to tell her and she acts like she never heard of me or this situation yet I have 15 calls from Alajandra were we talked so now I am back to square one again. Please people just use a different Home Warranty company and save yourself the trouble if you even use one because they are not worth it. It’s all a money scam. Also when I called about my initial problem the tech was more concerned about my warranty nearing expiration then my problem so that tells me they are more concerned about money than the client.

Things have gone from bad to worse. So far I have spent over two and a half hours on the phone with five different agent and the best answer I receive is that the system will not allow me to correct the problem. Now I have written a letter to Mr. Scott Cromie the company CEO to see if the system will allow him to correct their error. Check out their rating on the BBB website. It is terrible.

2-10 did have someone come out and service the unit. The technician was okay. If I had to rate on a scale of 10, I'd probably give a five. I wouldn't say too much it was the technician that was sent as much as it was the overall heating and air company engagement process in terms of their scheduling and availability. That was a bit of a challenge considering the situation. But once the technician came on site, he did diagnose the problem. He did replace the part. However, after the part was replaced and the claim was closed, we had the issue re-occur. We did go through a separate third-party to resolve that. But that was not a 2-10 issue. That was an issue with the company that was sent by them. Overall, that experience was good.

It has been 1 month of sustained lack of communication with the hired contractor and at no consequence to the contractor. We are in the 3rd round waiting for another replacement part and waiting weeks upon weeks for a part to be ordered and delivered. I have names of all 20 agents between Customer Service and the Purchasing Department, yet we continue the waiting game with no ability to escalate the issue for a better solution. We are living out of a mini fridge and refill coolers with ice 4x a week, how much simpler a replacement could have been. But "Repair, repair, replace" is the order of their service, unfortunately at a greater cost and grievance to the homeowner.

The 2-10 representative was very helpful and answered all my questions. Because I had mentioned I had never heard of them before, he explained how long the company's been around, and that they had primarily started out as a builder's warranty and then moved into other consumers. My son had them, and he was quite happy with them. I found that out after I did my internet search. I said, “Oh, then I'm definitely going to go with them.”

They have limited people that they work with. Telling somebody that they're gonna warranty your stuff, but you have to take care of it is not the kind of business that I want to deal with. I'm seriously thinking about changing to somebody else. Being without heat in the middle of winter for four days is ridiculous. I'm not really satisfied with 2-10 at all.

At the moment, we are working on a claim for one of our properties for HVAC and the process has been very frustrating. It has been going on for almost three months. Thankfully, it's the colder months and the issue is with the AC unit, which is not working. But what if it is the heat? There is some lack of coordination between 2-10 and the service provider and there are a number of issues lately, part of that may be COVID-related. One is that it takes forever to connect to somebody and it's not only frustrating for us as a consumer, even for the service provider who doesn't have the time to wait for the purchasing of somebody else to come on for approval.

So, most of the time, they hang up and they don't take action to complete the service which they have signed up for, which causes us to keep calling the service provider asking them about it. Then they would keep on telling us that they couldn't be on the call for so long because they have other jobs to do. So, I have tried a couple of times with purchasing but after waiting for half an hour to however long, they weren’t able to connect, so they hung up. So lately, to try and help coordinate, we have become the middleman where we call up purchasing and we try to then call in the service provider once we have purchasing on the line, so that they don't waste their service hours with a call.

We have been trying to work around this situation but sometimes, it takes an hour or 45 minutes before somebody would pick up. If 2-10 can address these frustrations, that would be awesome. They should also improve their overall business model because after our contractor put in an order for an HVAC unit, I had no idea what the status was. They couldn't send us an email saying it had been ordered and the ETA was three weeks. After three weeks, they should have called that it was on the way and my contractor has picked it up. Other places use the electronic world for communication and 2-10 should do the same thing.

Also, purchasing is not available on Saturdays and Sundays, and that's very frustrating. We have coverage appropriately and many of the service providers work on Saturdays. So, they can take advantage of a Saturday to call into 2-10 purchasing, which is a less hectic day for them too. So, it may be easier for them to stay on the call a little bit longer. Aside from that, it would be nice if we could talk directly to the rep who originally told us that she'd be working on our claim and that she'd be following up. But when I'd call 2-10 and get anybody, I'd have to explain the whole story, then they have to read up on all the notes. They couldn't connect me to the original rep and until today, I have not been able to contact her. When I asked for that person's name, they said they didn't know who that was. But there is an address book in everybody's company organization and you can look up who that person is.

It's been two months since our claim got approved and she has never ever called back to find out what's going on. So, there's a lot of scope of improvement with 2-10. I'm sure when it's time for renewal, they’ll be sending me emails. But they couldn't send me one to let me know what was going on in the process of my order. If that is how it's going to take, people wouldn't want to stay with a company like that.

Another thing is, 2-10 ordered the wrong part and they deleted the order. But when the contractor went out on Saturday to install it, it was again the wrong order. So, I had to follow up this morning because my contractor didn't have time for this and he said he tried a few times. So, I was again on the call and we sorted it out. Hopefully, it should come in another three to five days. But as of now, I'm embarrassed to even mention 2-10 to my friends. If I give them an example like our experience, they’ll laugh and say that they don't want to stay with such a company.

Other than that, when I was doing the final walkthrough for one of my clients on her closing day, I noticed that the refrigerator was left in a horrible state from the sellers. It wasn't even operating and as soon as we closed on a house, I called the warranty people and they sent somebody out the very next day. And they ended up replacing the entire refrigerator. That experience in itself was a great one for a first time homebuyer because that was such a major expense that if she would have had to go in and have to buy a refrigerator that wasn't expected, that could tarnish the whole experience throughout.

When I check the plan, Water heater is covered under “VADTCSDaiv1T-Direct2 (Supreme Coverage Included)”. Asked the same question to the claims and she put me on hold and told, "$900 is your out of pocket expense." After escalating the issue again, the amount came down to $580. Upon further escalation it came down to $480 and they said it was a calculation mistake. Calculation mistakes happen one or two times and not three times. They are clearly trying to bargain and make customer pay for the repair. This company puts the customer under pressure and make him pay for the repair. I agreed to pay $485 as I need water heater as soon as possible.

On November 19th they installed the new water heater. It worked for one day and stopped working. Again called the customer care and tech fixed the issue on that day. It stopped working even after that. New water heater is in the same condition till today (12/01/2020). I was told not to start it as there is carbon monoxide risk. It's been three weeks with no water heater. I have paid the service fee $85 and Out of pocket expense $452. Please stay away from this warranty company. When there is a repair they will try to get as much as possible from the customer for that repair with hidden clauses. Since it is an emergency we have to pay from our pocket. In my situation even after paying the money I have not received the quality service.

My in-laws were in town, and they took care of it. From my understanding, the repairman was only out for a bit of time when he dealt with the issue. From start to finish, he took care of it in two hours. I had already been working on this plumbing issue for a couple afternoons, so I was a little frustrated that it was so fast for him. Besides that, everything was resolved, so I was happy.

This has been the worst experience I have ever had with a warranty company. Not to mention still awaiting reimbursement for another service request from early Oct 2020 that despite my repeated calls with confirmation of reimbursement being processed, only to learn now that the initial purchasing agent, Temecula, didn’t put in all the needed information to get the claim authorized.

Now that Thanksgiving will be completely ruined due to a non functioning refrigerator and freezer, after dealing with this issue since September, I will be canceling all four contracts with 2-10 and going to another company. Proceed at own risk. Perhaps when COVID subsides they will hire an efficiency consulting firm to him them align customer service such they the customers will actually experience customer satisfaction. And now on the phone with another agent whom is telling me to let her get a word in before I speak, because now there is a different reimbursement amount to match the national service charge cost for service. Please get this processed so that I can take my business elsewhere!