2-10 Home Buyers Warranty Reviews

Once my local plumber came and verified the leaks at the shut-off valves, he called 2-10 to report his findings and get approval, which -- of course! -- they denied. After trying to pressure him to say the damage was pre-existing, which he obviously wasn't able to verify, they made the determination that the valves must have always been bad because I've only owned the home for two weeks, and I would not be reimbursed. If they were going to deny the claim based on how long I've owned the house, then why not say that at the get-go and save two weeks of my life?

I have since tried four times to call their claims department to get an actual explanation, and I have been disconnected, re-routed twice, and disconnected, respectively. Finally, I was told by one of their customer service operators that in order to talk to claims, I would have to lie and say I was a contractor, otherwise I would just continue to have my call re-routed. I did that, but I've been waiting on hold for a half hour now. This is the kind of service you can expect from 2-10. They are basically a scam, determined not to pay out, with terrible customer service, and incompetent professionals.

Now to the most recent problem. We filed the claim in August for the water heater once again. 2-10 sent out the same contractor and since they do not service Bosch brand water heaters, 2-10 said they would try to find another contractor. But just remember this was the same contractor that replaced a part back in March. Well after they couldn't find a contractor 2-10 authorized us to find an "out of network" contractor who could work on the unit. We found a company who was licensed and insured per 2-10's rules and regulations. We paid the service fee for the contractor and after waiting about 45 minutes on the phone to speak to someone, the contractor gave 2-10 the diagnosis saying the entire unit needed to be replaced. And the contractor also told 2-10 multiple times that the unit was not in code with Tennessee laws due to it being an open burner unit. So they gave 2-10 the price of the replacement with labor.

Was told we would hear back from 2-10 in 48 hours with a decision. Well after calling them at the 48 hour mark we were told because of the price it had to go to the high dollar team and would hear back in 24 hours. What do you know? We never heard back in those 24 hours and I had to call once again to figure out what was going on. Well after getting the run around once again 2-10 said they didn't like the price they were given and would find one of their contractors do come look at it. This is after we were told they didn't have any that could work on it and we needed to find a contractor. Oh and this is about a month after we submitted the claim.

So we wait another week and 2-10 found a contractor that would come out and service the unit. I know you're reading this thinking, “That's great you will finally have hot water.” Guess again, the contractor came out Monday and said the unit needed to be replaced and we would hear back in 2 days. Well after 3 days I called the contractor and was told I would get a call back. Still haven't heard back from them. So I called 2-10, I explained everything the contractor said and I was told they would reach out to the contractor and I would hear back from 2-10 by the end of the day. Who would of guessed I still haven't heard back from either one. So we are still sitting here with our hot water heater not working which makes taking showers very interesting.

Second time had the same experience, after 2 companies were assigned one after the other, with no follow up calls, I had to call and beg for customer service to find me someone quickly. Then the service guy came and did some work, but they said that their policy would not allow them to fix the problem, only patch it (Leak on an AC, which is known to be a defect and refilling the gas is just a simple patch). I then called again because the issue reappeared a week or 2 later. The service provider they assigned gave me a 4 hour window one day to not show up or call. And I have been waiting for the last 3 weeks to get someone to call me or follow up on this.

My experience with 2-10 is that they find the cheapest, most unprofessional service providers to serve their customers. That reflects what they stand for. I am very busy and calling during the week is difficult, but guess what, they don't have any service over weekends. Good to know in case of an emergency. I am at a loss with this company. Don't know what to do other than camping on the phone during the week hours and see if they are willing to help.

Then in a few months - the process would repeat. Until May of this year - when I was told that nobody in the Memphis area could service my unit any longer - because it was on top of a 3 story building and for liability purposes needed a commercial AC company, not a residential. I had to find my own provider - and 2-10 would reimburse. Upon many recommendations - I found someone familiar with maintaining units on my building - called him and he put in Freon. His reaction was "Your unit is a mess. I don't know how much longer you are going to be able to have it hold the charge." Sure enough - 6 weeks later, it needed it again. Then 4 weeks later. Now it only holds a charge for two weeks (we use our air a lot in Memphis). After many tests - the evaporator coil has to be replaced. Altogether - I spent $1000 on Freon over the course of 3 months.

The issue then became - because it is a "package" unit on top of a 3 story building - replacing the evaporator coil would cost about $4,500 (crane, parts, labor, etc.). While replacing the entire unit would cost $5,500. My contractor supplied this information to 2-10 and from there... it's gone into a horribly bad customer service experience. Nobody at the company can help me with my claim. I talk to customer service people - who are nice and sympathetic - who will pass it along to their supervisor to "escalate" the case. Then I am told it had to go to a "high dollar claim" dept. I am told it had to go to an "out of network" claim dept. (remember - 2-10 is the one who told me to find someone else).

Nobody can give me a name or number of anyone to talk to in either department. I have explained “Look, tell me how much you would cover for the evaporator coil and I will pay for a new unit in its entirety - as long as I can get your contribution of what you would have paid for the coil.” Sounded fair to me, they end up paying a smaller claim $$$ - I get a new unit that will save us all dollars in the long run. Win-win. I can't tell you if it sounded fair or not to 2-10 Home Buyers Warranty, because after week after week of waiting and calling - I can't get anyone at 2-10 to call me back. They say they will... and I believe them at the time. But nobody does. I have talked to customer service people who say... “I can't believe how nice you are being about this...” And yet - nothing. I have pages of notes on dates/times called - who I have talked to. And nothing....

So my advice to anyone out there reading this - keep shopping for a home warranty, DON'T use 2-10. After all the years of me faithfully paying my premiums, they seem to be like all big companies - they could care less whether they keep one customer happy or not. I guess they figure - so we lose him, we can get another. That's why I decided I am going to use my voice as a consumer with a choice - by letting anyone I know - or can reach - about my experience with working with 2-10. Between forums and social media - maybe it can make a difference so that ultimately they either make a change in their level of service as a company... or not. In the meantime - my next stop is the Better Business Bureau.

I called the contractor sent by 2-10 and was told that this was not the case (the contractor even indicated directly to 2-10 that the issue was not present prior to the date in question). Since then I have spent hours on the phone with 2-10, been hung up on by 2-10, and been promised a call back within 48 hours on three separate occasions and not once received the promised call back. After over a month since the initial claim 2-10 has offered to refund the $100 service fee but refuses to reevaluate the denial of the claim. If 2-10 has the ability to ignore and the professional opinion of the contractors that they send out, they CANNOT BE TRUSTED. I have worked directly with my realtor to ensure that 2-10 is NEVER recommended and suggest you do the same.

So she called the contractor and changed it to a priority, supposedly, and the contractor decided to do whatever they want to do with it. I called the contractor and said, "Hey, it's a priority can you come in this weekend?" The contractor said, "Well we don't see it in the system." I said, "Well, they just called you." He said, "Well, we don't see it and you need to make sure that it's in the system." So that's when my blood pressure went up and I said, "Okay, fine." So I called back 2-10 and told them, "Hey, I thought that we had talked about this. She said she would make it a priority." And she puts me on hold she said, "Okay."

The next person I talked to tried to at least resolve my concerns. So she put me on hold, she called the contractor to clarify that this is a priority now. She got back on the phone with me and basically gave me the impression that the contractor decided it was a priority based on the description. They don't make that decision, it's between the customer and 2-10. So I said, "I don't want to deal with that contractor." After that, I didn't want to deal with that contractor. There are other contractors out there. So we had to go through the whole rigmarole of trying to find another contractor which would respond in 24 or 48 hours. And that ended up being a snowball of a combination of errors. There needs to be a little more definitive explanation as to what the priority versus an emergency versus urgent versus standard is.

They called the next contractor immediately, showed up in my house and I wasn't there. I was at Home Depot trying to find a new part so that they could install it. So they left and that left me with another 24 to 48 hours and I'm back to where I started. So I went off on the contractor and said, "Hey dude, usually people call before they come. I didn't get a warning or nothing. I didn't even know that you were coming." He said, "Well, it was an emergency and I was in the area." I was like, "It doesn't work that way. You always call the customer first to see if they're available to take you." That communication needs to be a little more clear. I eventually got my stuff taken care of but we started off on a bad foot with the second contractor. But I said it's not his fault and he calmed down and say, "Okay, I'll come back." So it worked out with the second contractor.

The experience was more painful than what it needed to be. I have a special needs kid and trying to get what he needs with having functional plumbing on the first floor was the issue and people don't know what others are going through. And for them to pass judgment and to decide on their accord what they feel is urgent to what's not is inappropriate, unprofessional and just downright wrong.

She said NO that they would not pay extra to have the part shipped any faster. Then I asked for her last name and she would not give it to me. She said "Ryan" was the claims management supervisor and she would not give me his last name either or let me talk to him. So I asked for a first and last name of someone who I could address at the corporate offices of 2-10 and she refused to give me any names of anyone to formally address.

That is totally unacceptable to conduct business in that manner. They are rude and condescending in that department and it's called "CLAIMS MANAGEMENT". A supervisor could have approved a few extra dollars to ship the part earlier and made me happy, that would be the right thing to do. Instead they create bad feelings toward their loyal customers. It's now 2 months and 2-10 will not escalate my claim or send another tech out to help with the problem. It's October 4th and the part is now "missing" and my refrigerator is still not fixed... this has been going on since the end of July. Shame on you 2-10!

The question is what is the cost to my family to wait for service vs hiring a Samsung repair company to replace immediately? My complaint, it takes too long for service. The local repair companies require constant policing. On a prior request, the local company never called to set up an appointment until I got 2-10 involved. He never called or came back to do repairs. Another company had to come in and the process started all over again.

I called somebody from Clarksville and asked them when they could come out but when I called 2-10 again they said that they couldn't give them the authorization until the next morning. And I said, "What am I supposed to do tonight?" The rep told me that if I use the contractor from Clarksville, I would have to pay their service fee. So I didn't have anybody and I told them it’s okay. When I started with 2-10 Home Buyers Warranty, we were paying $300 or $400 and my service fee was $50. Now with inflation, I'm paying $600 plus my service fee of $75. I’m so disappointed with their last visit and I am now done with 2-10 Home Buyers Warranty.

Original Review: Sept. 28, 2017

As a new homeowner, I have not had a great experience. Long wait times (over an hour and I had to hang up because I have a life)! Going two weeks without a working fridge and freezer is not good when you have kids and a family to feed. I have heard that they try to get out of giving you market value to replace an appliance. They repair or offer you a portion on the replacement. Yet the recording you hear when you are on hold for an hour and a half says "relax" and have peace of mind that you don't have to worry about unexpected repairs and costs! I haven't even had time to file a claim for the a/c unit that leaked from above the living room ceiling. They must be making way more than they end up paying out!

On the same day, Roto-Rooter came out and with the tool snaked out my drain in 15 minutes. I still have yet to be reimbursed! On 7/7/17 I was told a check had been sent out to me for the reimbursement. Then I find out they sent the check to Roto-Rooter by mistake! I was told I was going to be called back with updated information as to when this would be corrected and HAVE NOT HEARD BACK. Today, 9/25/2017, I spoke with Amanda who informed me she escalated it to a "real person" and I would be called back within 24 hours by Dave (no last name available) from the 2-10 Management Team. ABSOLUTELY RIDICULOUS!

I asked that since the system is old if I could up pay to replace the heat as well. 2-10 advised that the only authorize work that will get the system up and running. I said, "Okay, fix the AC." Today, Friday, Sep 22, I called the contractor, no service ticket yet. Now I've been on the phone over an hour with 2-10, routed over to their purchasing department for some reason? I've said multiple times "fix the AC". It will be a hot weekend here. BTW I just got disconnected from their purchasing department. Not clear why. Calling back, starting over.

Between the time we call to the time they come and answer our calls to the time they fix the problem goes for a long period of time. Sometimes it takes four weeks, and we don't hear from them. Sometimes my husband has had to call and find out what the status is. I hope they can't get people out here fast enough. We just don't understand how the program works. So we were a little confused. We're still learning but so far, everything's turned out okay for us. I already recommended 2-10 to a friend.

The dishwasher is not as urgent of an issue, but not having a working refrigerator for 11 days has been very frustrating. Every step along the way takes 3-5 business days. I was just told there was no way to expedite any step because they say they are not responsible for any delays out of their control. However, all of this was very much IN their control. They should have working communication with their contractors. They should have addressed this issue last week. It sounds like it's going to be another week of me having to call them to get the services we paid for in the warranty. I am very disappointed in the way they do business. It is not enough to have a cheery voice and be "courteous" on the phone if nothing is actually being done to better our situation. I will take rude on the phone, but actually get something done over feigned "good" customer service any day.

It's been since August 25th since I had any air in my house. The first time, two contractors came out and said it was the fan motor dead but the builders said it was the compressor. And they blame me as a homeowner to pay for the warranty part. They want me to pay $485 for manufacturer part in this warranty. The thing is I thought it was covered under 2-10. It's not covered under 2-10 because of their contract. No one explained to me that it was a basic and a supreme. Something like that may affect the warranty. Then I'm going to pay for labor and I can't get it renewed until February next year. That’s what I've been going through and it’s very frustrating. But all in all, 2-10 are truly professional people.

2-10's reps are also very helpful, very nice and easy to talk to. The techs also come pretty quickly and I've never a problem with them. The only time I had a bad experience was the first time my dryer wasn't working and Q & A Appliance came out. The guy didn't act like he wanted to be there and I had to call to see if the part was in yet. Everybody else has been really great. The last time I submitted a claim for my dryer, 2-10 sent it to Q & A again. So I called them back and asked them not to. I told them I didn't like Q & A, that I had Long Lane and they were good. So, they changed it to Long Lane and were very nice about it.

Long Lane has been here twice and they've been pretty good. They're also friendly and I like them. The last time was for my dryer that wouldn't start and it turned out the fuse wasn't turned on all the way. We had a blackout and I went down to see if it was the fuse. Apparently, I didn't push that one far enough but the tech explained it and even went over the fuse box with me.

Five days later, my fiance came home from work to see water leaking through my ceiling below my unit in the attic and onto my upstairs carpet. I called 2-10 and asked for service again. The same tech from the same company came out. This time he was hesitant about repairing the leak. He stated that 2-10 will not allow him to flush my condensation lines because they're not covered under the warranty. I asked, "If this is indeed the case, why did you PROCEED to blow out my condensation lines during the first visit". His answer? "I didn't know." And "I was trying to be a nice guy." I called 2-10 only to be met with rudeness and unprofessionalism on a gargantuan level. I kept being placed on hold. The reps and managers were pushy and assertive in their relinquishing of ANY liability for the damage caused by THEIR contractor. To top it off, today was close to 90 degrees and I could not run my unit.

So here I am, stuck with carpet damage, and ceiling damage caused by the negligence of a so-called contracted professional from 2-10's stable. Moreover, I had to pay nearly $500 to have a REAL reputable A/C company come out and do the work properly. Needless to say I am EXTREMELY disappointed with this experience and as soon as possible, I will be submitting a complaint to the Better Business Bureau and seeking legal counsel concerning this entire debacle. I refuse to be held responsible for someone else's ineptness at providing the customer service that I paid for. In addition, as soon as it is feasible, I will be dropping 2-10 and going with another warranty company. I heard good things about American Home Shield, so I will give them a try... UNBELIEVABLE!!

The only problem we had is when we had issues with our refrigerator and we couldn’t get parts for it so I had to replace it. 2-10 gave us the money to buy a new one but it was not comparable to the one we had in there. It was a cabinet depth refrigerator which was expensive. We had a KitchenAid and they wanted to replace it with a General Electric. I looked online and the General Electric had poor reviews so I went and bought a KitchenAid. Nevertheless, I'm satisfied an I’d recommend 2-10 Home Buyers Warranty to others.

I called 2-10 to make a complaint, they apologized and said they would fix the problem and put me on hold for several minutes. The line was then transferred to an automated line to make another appointment. I just had the Sears technician call me to say he was on his way to my house and I told him not to bother. The part we have waited over two months for still has not shown up. He told me according to his notes the old control panel has to be sent in before they will send a replacement and it will take three weeks. 2-10 is the worst warranty company I have ever used; they will take your money and bury you in automated overseas call centers and ignore any complaint you make. I should have stuck with Old Republic, they will give you a list of approved contractors in your area and let you work it out yourself, they are all about customer service! AVOID 2-10 HOME WARRANTY!

Original Review: Sept. 11, 2017

As a real estate professional, I sold this warranty to my client, Edward **. His air conditioner was not cooling properly and a service call has been placed three times in 2 months at a charge for each service call. The vendors 2-10 hire either keep the money and turn in no service requests or 2-10 is ignoring the service orders. We have not been able to get a straight answer and it is going on two weeks with temperatures reaching over 90 degrees in the home. Needless to say I am sorry I recommended this warranty company to my client and will notify my real estate company about the very poor service he has been receiving.

I asked if they could look at their schedule again, for a more convenient time so I wouldn't have to take off work, and this time they said it would be 10 days. Two years ago our air conditioning unit burned out and it took 2-10 four weeks to replace it and another two weeks to have someone come take the old unit away. The contractor threw the old unit into our yard and told us he didn't have room in his truck. I was paying over $113 per month for this service and it just wasn't worth it. I regret I didn't cancel 2-10 Home Warranty sooner.

Once the work was finished and the receipts submitted, they reimbursed me a total of $94, out of a $428 invoice. I was told $100 of that was for my responsibility to pay the service call fee, OK! That's fair, but what about the other $234??? The $94 didn't even cover the cost of the disposal, let alone the labor. Much like most insurance companies in this world, they are a complete fraud!!! Then they have the nerve to flood you with emails, asking you to renew your coverage for another year. I hope that anyone reading this review heeds my warning, and they chose someone else to cover their home thru... :( :( :(

We recently submitted a claim about our stove on the 4th of July and because it was a holiday, we had problems using the online service. It was confusing and it ended up canceling one work order and somebody else was coming. It started a whole new one. It took about a week and we didn’t have anyone out for a while. We had house guests, so that was a nightmare, but everything else has been all right.

The only fear I have is being an old-timer and I know there's a lot of scams going on. I honor people that are competent and certified and know what they're doing. The contractors also did fine. I've never had any conflict with them. They're very courteous and they get the job done. They're very efficient. They do what they say they're going to do and I don't have to worry about it. I'd recommend 2-10. I'm just glad that they're there.

I've had similar situations occur with American Home Shield before and the thing that needed to be replaced was covered by the manufacturer's warranty. But they covered the expense of having it installed. So, they, at least, covered that, which 2-10 doesn't even bother to cover. And then I had another situation where I had the ice maker in my refrigerator go out. Even though it's part of the refrigerator, they weren't going to do anything to repair that. That was totally up to me.

According to what 2-10 believes to be acceptable practices, were not even halfway through the waiting game of getting back into tolerable living conditions. It's going to be another *three to five business days* just for them to tell us when the parts will be available. Then there's the actual shipping time on top of that. Sounds insane, but that what I was told. I have had to follow up with 2-10 every day, sometimes twice a day, to get the status on what is going on with my claim. I've had to sort through "customer service" representatives and supervisors that were either ignorant, condescending, or both.

I'm not sure if other home warranty companies have better processes, but 2-10s absolutely SUCK. I wish we hadn't bought the warranty and could use that money to cover the repairs instead of waiting for 2-10 to get their act together. Maybe their name is 2-10 because it takes two to ten months to get anywhere with them. Their slogan is “Long Live Happy Homes.” What a joke. If you read the (nearly 1,000) BBB complaints against this company, they're primarily related to AC issues. 2-10 cares so little about their quality of service that after years of repetitive failures, they have done nothing to improve their broken processes, and they fail to treat their customers as human beings with physiological needs. “Long Live INSUFFERABLY HOT Homes.”

However, their service is sucking right now and the claims process is starting to get difficult with this one problem. I called them about the washer and dryer being fixed, and they got the dryer fixed but with regards to the washer, they ordered the part twice and sent the wrong part. And they didn't show up in one appointment. I called them and they said they no longer have the part in stock or discontinued it, then they told me to start all over back with them. It's never the contractor's fault though. It’s a miscommunication that’s been going on with 2-10 lately. Right now, I’m very disappointed with them. But other than that, certain things went very smoothly with 2-10.

The contractor had the part for 2 days before calling me to schedule the installation - and then no called/no showed for that appointment. They came out the next day, installed the part, and left; however, the washer was still not draining. I called 2-10 and asked for a different contractor, and the only other they could offer, had no current web presence, but upon further investigation, turned out to be a renamed contractor with horrific ratings - known for taking deductibles and never returning, etc. I finally gave up and hired my own contractor and had the washer fixed out of my own pocket. Today, a 2-10-contracted plumber came out to assess my leaking hot water heater, which he said needs replaced.

He called me back in disgust this afternoon stating that he was on hold for over 2 hours with 2-10 claims, trying to submit the diagnosis and get the work authorized, and finally gave up, saying that 2-10 is literally the worst home warranty provider and he wasn't working with them. 2-10 stated that they literally had no other plumber than him in my service area. I ended up discussing with my plumber that I would deal with the claim portion (which took three phone calls and a great deal of time on hold) if he would complete the work because I have a *leaking hot water heater* and would like to get this show on the road. Very thankfully, he agreed to do so. Once this work is completed, I'm cancelling my policy and purchasing from American Home Shield. Literally the worst - unacceptable and nothing but pure aggravation at every turn.

This time, the contractor showed up... but to my help, I ended up knowing him. He was there that day... checked out the AC. He said most likely it would need replaced. Long story short I have made over 5 calls to 2-10, and as of today my AC is not replaced nor are any parts replaced. When I speak to 2-10 they tell me my tech has not submitted the diagnoses although he says he has given them all they need more than once. On my client page it shows the request closed and completed. And two times I called them it was supposed to have been escalated to an emergency. It was not. And the last time, this past Thursday it was to have been escalated to contractor relations. I was assured my contractor would be contacted and I would be called and emailed an update. As of today, Tuesday September 5... neither of us have been called or updated and my AC still has not been repaired.

Then the real hell begins. I finally receive the call I was worried about. There is a leak in the unit below me. I'm leaving for vacation the next day and now the leak is so bad, she has stayed home from work. I again call 2-10 and I'm assured I will hear from someone. I spend the next few hours and next morning dealing with my condo association's plumber and maintenance tech who feels it may be my hot water heater and not as much the AC. I call 2-10, put in another service call, pay another $100 to a small oriental man who can barely speak English who keeps addressing me mommy, who does not want to look at the hot water heater but only the AC. I'm away in the phone with him, my parents are at my house. He replaces a valve. Came with no pan or equipment and leaves with unit still leaking insisted it's the AC. I receive a call from my condo association and owner of below unit that leak is super bad.

I begin calling 2-10. I am told that it's my responsibility to call the contractor in one phone call, the next I'm told that it has been escalated to contractor relations but it's a holiday and they have no way to teach anyone but they will touch base on Tuesday. At this time I ask how they can be a warranty company with no emergency department. I asked to have that in writing since it's Saturday morning, I'm informing them the leak is bad and breaking through to the unit below me and causing damage. The supervisor I'm speaking to tells me she can't give me anything in writing. I call in a panic to my AC tech who comes to my unit. Confirms it's the heater and calls 2-10 to try and help. At this point my parents were going to buy a hot water heater. But what am I paying for a warranty for. He tells them it is absolutely the hot water heater.

They will not allow him to repair it and told him they would contact the plumber/contractor assigned. Which I have yet to see in his sight where he is a plumber. I begin getting more calls in Sunday the leak is worse, the condo association turns my water off, the contractor never shows up and as of 530 nothing is done again. I call 2-10 again. I'm told AGAIN it has been escalated to an emergency and sent to contractor relations. I tell him they need better contractors, and this has been a disaster. I also again mention I'm getting an attorney. He proceeds to tell me he is very sorry but they don't have control over their contractors.

I am now home, AC and water heater still not replaced or repaired. Been up since 5 am with texts from unit below because leak is bad and she cannot stay home to empty bucket. I assured her the water is only on for me to take a shower. Looking now like this will need to be fixed today out of pocket because my warranty company is the worst company I have ever dealt with. School is starting in two days and I will be funding me a good attorney.

We usually call 2-10 on the phone to file a claim. We live in an area where it’s difficult to get service people, so often times, they have a hard time getting someone to service it. We have experienced on three occasions where the companies would not work with 2-10 or 2-10 would not work with the companies. And when we have to pay $400 out of our pocket, it defeats the purpose of having a warranty company. They reimburse us but initially, the money has to come out of our pocket and that doesn’t sit well with me. But the contractors that have come have been excellent. We’ve had very good rapport with them and it’s been a good repair service.

The most recent claim that I had was when my air conditioner went out. It was the hottest part of the summer and we had no air. I couldn't call somebody else because I can only go to the people who are on 2-10's list. Then they told me there was another problem. They said the air conditioner needed Freon and it was not covered by the warranty. I saw that anything dealing with the air conditioner would be covered. I don't think I should have to pay for something because I think that was all part in coming in to see what was wrong with it.

When submitting a claim, the reps normally call and tell me the time frame that the technicians are going to be here. I've given them both the numbers for my landline home phone and my cellphone. If I have to step out for a few minutes and they don't get an answer on my landline home phone, then they call me on my cell phone, and we've have never had any conflicts as far as somebody not being home or me getting there late.

They always tell me that I have to pay $100 deductible to the technicians every time they come out for service. But sometimes, when you're not sure if something minor was broken and the technician who came out took only two minutes to fix the problem, you'd feel that it's a waste of the payment and wish that you had fixed it yourself. But I'm not an electrician nor a plumber, and the people that 2-10 sends out are very reputable experts who are very good in their field and do the job. They've replaced the water heater and fixed the air conditioner.

The only problem that I'm having right now is with the water heater that was installed. It has a warranty of seven or eight years on it. It's working well but, the first time, they put a unit on it that had to be replaced. Then, the second time, I still had to pay a $100 deductible and I felt that I shouldn't have been charged. That unit is probably defective because I have to keep on going through the manual, and start and restart my water heater.

2-10 is a good organization and I've been recommending to people to get 2-10 warranty, along with their home insurance, and they’d be satisfied with it. Their home insurance may ask them to pay for a major damage to their house that 2-10 takes care of, and they'd have to pay an arm and a leg. But people are foolish and they don't realize that the older the house gets, the harder it gets to repair it.

Original Review: Sept. 1, 2017

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Aug. 28, 2017

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Aug. 22, 2017

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Aug. 8, 2017

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

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

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

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

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

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

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