2-10 Home Buyers Warranty Reviews

As far as claims, I don't understand everything that happens at 2-10's end but they said the young man who came out first did send in information. He didn't say he fixed it. He just put down what he thought the problem was. But on 2-10's end, I thought they would have looked into it further to find out sooner or later if he did do anything. I would like to see that they could at least call the customer back and say, “Well, we're having problems maybe in delays, in getting the supplies.”

I also had claims with 2-10 before and there were no problems. The first thing I called about was the seals for the oven. The contractor came back about a week or two later, and they tried to put it in, but it wouldn't fit. So they had to take the one out of the second oven and tried it. It took them about two weeks, but at least they did come back and called and said they were coming back to deliver them. With the garbage disposal, nothing happened. Even though I called to ask, “Why is it taking the young man who came to see the garbage disposal so long to come back to me,” they really didn't give me an answer. They just said they would look into it. I had to turn around and call back again to say, “Well, it's over a month. What can we do?”

They could call back at least to let the person know that they’re still working on it. I'm dissatisfied with 2-10 at their service but I'm up in the air because there was no problems with the second person that worked on the garbage disposal. I'm a little dissatisfied with 2-10's getting back and calling back to find out if everything's okay.

I texted the plumber from Royal Flush that Monday and he said that his truck was in the shop and he couldn't help me at the time. My husband got frustrated and called him. He said that he would be out there the next day. But he still didn't show up. So we ended up someone else. It took 10 days to get resolved. The disposal needed to be replaced and luckily the plumber who came the last time had a disposal with him and he just replaced it there on the spot. I run into this issue 30% of the time. I have a 1992 house and my appliances, my stuff just wears out. With 2-10, it's easy to submit claims. I do it online but if I have a complaint, I'll call it in. Their reps are very polite and very good.

Since I opened that work order, they've been out 10 times, just trying to get it in a place where it's actually running. I can't turn the heater on. Utilizing the remote thing of the spa doesn't work there. But as far as knowledge base and professionalism of the contractor, it's top-notch. They've been good. The only thing is that there's a little bit of that upsell mentality. Otherwise, they’ve been stellar. The other contractors that have been working for 2-10 are another story.

I opened up an appliance request for our Sub-Zero fridge. The person has been out six times now and the fridge still cannot produce ice. He was out here again yesterday and supposedly had everything that he needed from 2-10 to get it working. Apparently, they sent a part that wasn't compatible with the fridge. So after 15 minutes, he said he couldn't do anything and he left. This guy does not strike me as having the skill set to work on the Sub-Zero units, and he's a little spacey. But it could just be his overall demeanor and personality that rubbed me the wrong way, so then it tainted everything else. I had a Sub-Zero person come out before and they provided a different feel and diagnosis. But the fact that everyone keeps saying that it's just a simple thing and then it's now been four months and it's still not resolved, leads me to believe that we don't necessarily know what we're doing.

The icemaker has been acting up. We had a previous claim. A technician came out and replaced the icemaker portion of the freezer. We contacted and put another call in. The technician came out and he had a horrible attitude. He was rude to us. He told me I had to pay $100. I kept explaining that it was a recall. He said it wasn't him that came out. He even admitted that it was the fault of the original person that came out with his company but still wanted me to pay the $100 and said, “I don't care who’s paying, you or them, but somebody’s paying me.” He said the problem was the icemaker wasn't pushing all the way. But it's still getting stuck. We still don't have ice. I don’t want him here again. Also, our hot water heater had to be replaced. That was finally taken care of. The technician was amazing. However, 2-10 was horrible. Whenever I try to call them, I have to be on the phone for an hour or two just to get somebody on the phone.

Reading all the fine print and trying to figure out what the issue looks like without actually knowing what the problem was was extremely confusing. Once the tech came out, he had to tear into the ceiling and into the wall. We found out that none of the drywall stuff was covered but then the plumbing ended up being covered. But the second claim was pretty straightforward. Our water heater went out and the same contractor came out. He took one look at it and found that it was a leak in the back. This claim was much easier. Everything was great. The contractor that we had was phenomenal. They diagnosed the issue pretty promptly. The tech came out pretty promptly. Given that we've had back-to-back claims within a four-week period, I'm on first-name basis now, so it was great to have somebody local. They've really worked with us and kind of given us a heads-up on everything.

With regards to the write-up of what 2-10 provides and what they can provide, it's pretty detailed. But there's so much info there. Instead of having in text where it's just page after page after page of numbered lists, it would be easier if there was just a chart that said what covered and not covered for plumbing issues and then it had a table. Having it in a matrix would be easier to identify once the problem is identified because 2-10 can't do anything without us knowing what the problem is. It would be awesome if they could visually put the information in a little bit better and readable way. But we're happy that we had the warranty because it's already paid itself. The experience itself has been great. It's a one year warranty and we have six months left but so far, so good. The dispatch has been great. They've been pretty prompt within business hours.

It's a little bit unclear to me in as far as education on my part what exactly I'm paying for and what that covers versus what isn't covered so I don't even know if it's a value to me. I don't even know how much I paid for it. Even if everything got paid for, in this case, I would still have the issue with not being able to reach someone easily. It was only once that I stuck it out for the hour or so. The other times I just had to hang up. I needed to go to work. I could not recommend 2-10's service to anyone based on my experience. I do recognize that it might be an awesome service but the one time that I had something in the two years that I've had them, the experience sucked. The annoying thing was I paid $100 just for someone to come and tell me my faucet was not working and my program was not gonna cover it. Then I paid $500 to fix it.

Finally, after 14 days they made a decision to deny the claim. Here’s what is wrong though: 2-10 claimed they did not have to cover it because it was a pre-existing condition, had repair work done prior, was missing parts, didn’t cover mold and my contract was not valid when it broke. They threw the book of bologna at it. It’s 17 years old so yes it had likely had repair work. It worked prior so I’m not sure about the missing parts. It broke after I closed on the house so the contract was valid; who cares about the mold when the system doesn’t work; and every system has a pre-existing disposition to break someday.

The supervisor Jose spoke over me over the phone and said it’s denied so that’s that. It’s one thing if their claims were legitimate but what really upset me was that it was a whitewash and they didn’t want to hear it. They made up their own facts to weasel their way out of paying for a high dollar item. If you were ever skeptical of home warranty companies paying out when you need them you should be. I intend on canceling the contract which they said would be prorated. Funnily enough 2-10 said, “you will save money in the long run if you keep us, we are here to help you”. Honestly, how can you trust a company to pay out for anything after weaseling their way out of something like this. They will use any excuse and waste your time.

I will add that once you get ahold of the agents they seem nice, but you see the true colors of the company when interacting with the supervisors and people behind the scenes. They are truly scam artists and if this review doesn’t tell you anything, to your folly. If 2-10 truly cared (as I stare at their welcome card that says “smile we’ve got you covered”) I would love to be contacted by management to discuss how the supervisors whitewashed this transaction to no doubt score points by saving money on the company's behalf.

The estimate to replace was a lot higher than what 2-10 was able to cover. Their response and solution to it was to credit us worth $200 and we could use that to buy a new fridge, which isn't fixing anything. That's me spending more money on something that I thought would have been covered under a 2-10 warranty. We were fortunate that LG covered it but if it wasn't for that, it sounded like my only option was to either pay out-of-pocket to have a compressor replaced or buy a new fridge. On hindsight, I don't know if I would have considered getting a 2-10 warranty if I knew that every type of repair has a limit to it.

Also, some of the customer service people gave the runaround. My policy was paid automatically and it lapsed, which I didn't realize it did because I had to change credit cards. I didn't realize I needed to update. They said the responsibility was mine to make sure I go into their system and update my information. I tried to recently update my information and use their online service and I could not get my profile developed. They referred me to somebody else to walk me through it but the initial three times of trying to set it up were frustrating so I put it off. I've been frustrated recently using their online service so I've always had to get on the phone and call them. As long as I've been with 2-10, I don't feel like I've been honored in a manner to show that I've been a loyal customer to them.

Once I had someone on the line, the blame game began. First, it was they requested more info from the repair company; their request was nearly a week prior and they didn't bother following up. Next they claimed there was an issue with my payment, which there was, I had to update the credit card info but that was resolved prior to even calling them. They then told me that someone would be in touch in the next couple of days. Fast forward another week and a half and nothing. I tried calling again, and again was on hold for nearly two hours before speaking to someone. Once someone was on the line, they still used the payment problem as a reason for still not have the dishwasher repaired.

I asked to speak to a manager and was told I could not and that maybe one would call me back in a day. The customer service rep said she needed to transfer me to "purchasing" and I was on hold for over an hour before I hung up. I have been without a working dishwasher for nearly three months now which is shocking since it is supposed to be covered by your home warranty. If you are in the market for a home warranty, I would definitely look elsewhere and do not use 2-10 Home Warranty.

The person who came out and did the air conditioner tried doing his best. But he came out three times and when we tried to get ahold of somebody, we couldn't get through to the company. With the heat factor being 100 degrees upstairs on the second floor, we actually had to get somebody else out there through another company to get it fixed. They were able to come out and do it within a day or so. Then when we had somebody come out for the freezer, the guy reset the freezer, did the coil and said the freezer was fixed. But I had done the exact same thing before he even came out. The freezer is also still doing the same thing. So with both issues, we have some problems.

I brought the issue to a 2-10 representative Heaven that my ice maker was not working for my refrigerator. She told me that my appliance was too old to be repaired and instructed me to replace the refrigerator and I would be fully reimbursed for the appliance cost. She further explained that I would receive a $189 rebate that would go towards the service fee and installation/haul-away for the refrigerator. Next, she directed me to a website that offered 65% off GE and Whirlpool appliances and encouraged me to make the purchase. The same guidance for my dishwasher that had a leak was given to me by Heaven as well.

Furthermore, my microwave issue was not serviced by the contractor because it was another appliance that was too old to be repaired and this information was forwarded to 2-10. Then, a 2-10 representative Nathaniel also told me that the microwave is also up for replacement. I learned today, July 15th, Nathaniel never submitted this to 2-10's "research team" that my microwave needed to be replaced back in May.

At the direction of Heaven and Nathaniel, I bought the appropriate appliances and filled out the appliance replacement form they emailed me for all three appliances with the intention on being fully reimbursed. Before, I emailed my necessary documents (receipt of purchase and rebate forms) to 2-10, I called to make sure I was getting a full reimbursement and where I should send these documents. June 1st, 2020 I talked to Mykeisha and she specifically told me that I will receive a full reimbursement on all of the appliances along with $100 that will go towards the rebate, not $189.

Weeks went by before I received a check from 2-10. To my surprise, my reimbursement check was made out to me for only $200. I was furious after I spent thousands of dollars on new appliances to only be reimbursed $200. I immediately called 2-10 to address the issue and talked to the supervisor of the claims department, Terry, who was rude and belittled my whole situation. I told Terry what was told to me by her employees, and she stated, "I don't see that in my notes." Instead of helping me resolve the issue or directing me to the purchase department she continued to go back and forth about me being mislead by her staff.

On this day of July 15th 2020, I still have not been reimbursed for the purchase of any of the appliances. For what it's worth, 2-10 also have a hardware and lock program for new homeowners. The detail of their program states that new homeowners have 45 days to purchase new locks for their home and 2-10 will reimburse you up to $150. I purchased new locks for my home and sent in the necessary forms and never received an email confirmation. It took 4 phone calls and hours on hold to check on the status of my April submission of the new locks. I did not receive my reimbursement until the end of June after I was told it would take 7 to 10 business days.

I hired a licensed/insure local reputable business to check out the AC, According to them it just needed it free on and was charged and worked fine after works. I paid $381 for the diagnosis, parts and labor. Upon contacting 2-10 to see if I can be reimbursed for the charges since I hired an out of network, they asked to have the receipt submitted, Which I did to the email address they asked me. I never heard back. I called on June 19,2020 to inquire about my claim. I was told that the previous rep have given me the wrong info and I should submit my receipt online. He walked me through the process where he had to open a new claim and then I had to submit my receipt. (They sure make it hard and impossible to file a claim).

After submitting and him verifying that everything was fine I was told I would be reimbursed only 35 dollars out of the 381. Since they will take out 100 service charged, plus according to them the market price for the refrigerant is pennies. I paid 89 dollars per pound of refrigerant. I have the receipt showing 3.4 pounds of refrigerant was charged at 89 dollars per pound. Needless to say I didn't even think it was worth my timing calling them and being on hold to receive a 35 dollar reimbursement for 381 dollar claim. The rep at that time of claim mentioned it would take five business days to process and someone will call me or send me a check.

On July 07, 2020 I called and their phone lines were busy and I can understand with the current pandemic going on. I waited and the system gave me a choice If I wanted call back without losing my place in queue. So an hour or so later I received a call from Demitry who introduced himself and disappeared. Not sure what happened but I was connected to the call and heard nothing for about 20 minutes when I hung up. I never received a call back. I called back on July 08, 2020 and after 1 hour and 20 minutes I got connected, when I explained everything to the rep whose name I forgot, she mentioned that since the receipt of service I had submitted didn't say it was paid but she will transfer me to claims to see if they can do something about it.

I explained to her that It is a bill that I received from the contractor which I paid, why would it says it's paid when I had paid it after receiving the bill online. She was supposed to connect me to claims and I advised her that I will not wait for another hour since it had been almost 2 hours on the phone already. Considering this measly reimbursement cost me about five hours of phone calls all together. I have had enough. After she transferred me to claims, I waited for another 20 minutes on of the original hour and half. I had to give up. Their website has no mechanism for you to message them, email them or anything. Phone line are backed up for hours, They make every excuse to not pay the claim. I do get email everyday to renew my policy, that is the only thing this company is good it.

I finally decided to call another company outside of the warranty company for a second opinion on July 12, 2020. They said they could easily get a unit in my house and they have had no trouble finding them. I have spent money on portable A/C units in my basement to try to cool down an 8 month old, 4 year old, my wife and I. We have been miserable for a month and I feel like a fool for trusting them. They have not offered to assist or help make this right in all of the calls I have made. I can only speak for my experience, and I would rather protect my sanity and my family’s health than continue on in 100 degree weather with no A/C due to 2-10 Home Warranty not fixing the issue.

I replaced both of them but because the unit on the downstairs was one ton undersized, I had to pay additionally to get an air intake filtering system or put a whole bunch of holes in my walls. I picked the air filtering system and a 10-year warranty on it. I paid $15,000 in cash and we financed $19,000 for the complete replacement of both systems. The following week, I got hold of a real estate agent. By Monday afternoon, suddenly, I could log in and see my home warranty. It was like magically set up. That wasn't very good.

2-10 called me a few days later and told me that they wouldn’t cover it because it was a preexisting issue even though there was no way to know it was. They said they don't cover anything ‘cause they assumed that when I bought the home warranty, everything was in perfect working condition. It's quite obvious based on the rest that it wasn't. A few weeks later, they sent me two checks, one for $1,000 and one for $500, and stated I won’t sue them. I'm assuming they just wanna get rid of me so I cashed the $1,500 and didn't bother going after them. They suck. They even told me that even if I put the service call in, they're so backed up that I was pretty much told it might have been weeks to a month before anybody could even show up.

The repair company is trying to become an in-house service provider. They received a call from 2-10 on 7/13/2020 to discuss the this process. My case was brought up and the 2-10 rep was able to get replacement parts ordered through the Parts Dept. with ETA of 7/19/2020. Part arrived on 7/15/2020 and installation was scheduled for today, 7/17/2020. Keep in mind the parts needed was a defrost board and grill fan motor for the condenser. The new defrost board was a match for the old one but the fan motor was totally wrong. The new fan was a single direction fan that rotated clockwise. My condenser requires a fan motor the rotates counter clockwise to draw air through the condensing coils.

On the phone for another 45 mins waiting to talk to purchasing dept. When talking to rep, I explained problem and made 2 request. 1st, let my repair company supply the motor. 2nd, if that was not possible, to send a universal fan motor with right HP and RPM count to be installed. Universal motor are more expensive than single direction motor but they can be wired to rotate in either direction. Was put on hold while rep called repair company to get price for fan. When she got back with me, was told repair co price was high but she would talk to Parts dept and I would be notified as to what would be done But she might not be able to do this until Monday 7/20.

So, I am still without my HVAC. What is so difficult about ordering a fan motor. 2-10 has the Product ID and model number. I used these numbers to find a fan motor for this unit on Google. If I can find a motor on Google, why in the heck can’t 2-10 find the correct motor. This is leading to another problem down the road. Since my repair company is not an in-house service provider, I have to pay them for for installation and then hope for reimbursement from 2-10. I will be billed for today’s installation and for a 2nd installation if the correct motor is ever delivered. Can see 2-10 having problems with this. They will want to pay for part of one installation with me footing the bill for the rest. Guess if/when that happens, I turn the matter over to my lawyer. I have been a 2-10 customer for 19 years and pleased with service until this nightmare occurred.

Original Review: HVAC diagnosis filed 6/10/20. Email authorizing repair received on 6/10/20. I called on 6/17, 6/19, 6/24, 6/29, 7/6 and 7/9. I was not informed that the initial diagnosis had been rejected on 6/10 because the 2-10 rep who accepted the diagnosis had made an error and entered in as an in-network service provider and did not get all the info required for an out-of-network provider. I was not informed of the rejection until my call on 6/29. The reason given for the rejection was because of an incomplete diagnosis entered on 6/10. I was told the parts had been ordered on 6/25 as a result of my call on 6/24. Eta for parts was 7/4/20. It is now 7/9/20 and no parts.

I’m on the phone again with Purchasing. My HVAC system has been down for over 30 days. I feel 2-10 has not honored my warranty contract and has done zero follow up with me. This is the 3rd time since FEB. 2020 that this unit has been down. I have been a 2-10 customer for 19 years. There is no excuse for the way this work order has been handled.

2-10 set me up with a contractor. This contractor never showed up for our appointment. The contractor's company called 3 days later asking how my experience was only for me to notify them that their worker never came. They sent out another contractor who spent 5 minutes in my home and told me the entire system needed to be replaced. A week later I contacted 2-10 to follow up on my service request. At that time they stated they had "dropped the ball" because the contractor never submitted a diagnostic to them and they never followed up. After several attempts at reaching that contractor and being unsuccessful, 2-10 sent another contractor. This contractor did not show up for our scheduled appointment. When I notified 2-10 they sent another contractor who also did not show up. Clearly they don't fully review the people they do business with.

After 2 months of dealing with this my AC went completely out. I had tried to be proactive in dealing with this problem but 2-10 was not helpful and I ended up with a roasting hot house in the 85 degree weather! I actually had to go out of network in order to get my system evaluated and eventually replaced. That was 2 months ago and 2-10 is still giving me the run around.

My system was replaced on May 13. On May 11 (per their request) my HVAC contractor called 2-10 with a diagnostic. I then called 2-10 immediately after and was told they had received the diagnostic and everything they needed to proceed with the replacement. I was then told that once the work was finished all I would need to do is submit an invoice showing that the account had been paid in full. Between May 15 and June 5 I sent my invoice several times using the email they provided. I received 2 calls from them asking for additional documents but every time I called them back to confirm what was needed I got someone on the other line who had no idea why 2-10 had contacted me.

Finally, on June 5th I spoke with someone who told me that as of June 3rd they had everything that they needed and my claim was under review. They stated that it could take up to 30 days to review and pay. This was quite different from when I spoke to them prior to completing the work. At that time I was told that as soon as I submit my paperwork they cut checks every Tuesday and Thursday.

I waited a couple of weeks so that the paperwork could be processed feeling a sense of relief that I had completed everything they requested. That sense of relief soon faded when I called them last week only to be told that they had never received a post work diagnostic. When I asked why no one called me about this I was told "we called you several times and you never responded". This of course was untrue because I left messages with their claims department when I got voicemail and when I actually got a live person I was told they had no idea why 2-10 had contacted me. All of these calls took place prior to my June 5th call when 2-10 assured me they had everything they needed to process my claim.

I call them today and was told that not only had they still not received a diagnostic (which was called in by my contractor last week) but they also never received any of the documents that I submitted last month, and they never received the initial diagnostic before the work was completed to give approval to proceed. The lady today actually asked me if my system had been replaced yet.

When I stated that I submitted everything several times to the email they provided I was told "we no longer use that email and you have to submit via the portal". It would have been excellent customer service to notify your clients that the previous method used for document submission was no longer being utilized, but this is 2-10 and customer service doesn't seem to be their strongest quality. When I told the person on the phone that there was no where on the portal to upload a document I was told "oh yeah a lot of people have been having this problem". So they no longer accept email and they know that their portal has issues with document uploading.

At that point I asked to speak with a supervisor and was told that one would call by then end of the day. The 2-10 representative then said "they're going to tell you the same thing that I am but as soon as you submit a cost break down of every piece of equipment placed and the labor associated with it we can get you your money". An invoice showing the account paid in full and a cost break down of every piece of equipment and labor are two very different things. I have wasted almost 6 months of my life making call after call and sitting on hold for countless hours only to be told a different story every single time that I call. How do you go from having everything you need and putting my claim under review to claiming that you never gave the approval for the job to be completed in the first place?! I hope my review saves other homeowners from the time they will waste dealing with a horrific company like 2-10 home buyers.

It's now been 48 hours and I'm unable to get anyone on the phone. Tried to contact them many times via phone and it goes straight to voicemail. Even tried the email on the contractor's website. Not sure if they are still in business or not. It's 85 degrees at night inside the kid's bedrooms and I just feel helpless. Had we not bought this home recently and secured this warranty, we would have found someone to come out already and it would have been fixed. Extremely disappointed and not sure what to do.

Original Review: Our refrigerator went out a week ago today. We immediately logged in and requested a service call. The serviceman was quick to respond the following day. He advised that the LG refrigerator (3yrs old) needed to be replaced. We followed up and have made at least 2 calls, each time waiting between 30-45 minutes on hold. The customer service employees are very nice but I have been directed to at least two different departments thus far. We cannot continue to live out of a cooler based on promises that “someone will get back with us”.

We cannot eat out because of the pandemic, not to mention the added costs of getting food delivered. I’m very disappointed in 2-10 and feel I made a grave mistake by going with them instead of American Home Shield when I purchased our home. I had AHS before and they were wonderful. I am beginning to wonder if 2-10 leaves you high and dry after reading numerous bad reviews.

Then when they came out, they didn't have a lot of access to parts. What I found at the very first experience was just a nightmare because that AC company that they sent out was such a small little company that they were way overbooked. They have one technician and he had a whole backlog of things to do. So, he pushed us off. He kept on blaming 2-10 warranty that they didn't order the right part or the part got lost. I knew the truth when I called 2-10. They said, "No, your parts have been delivered. It's been available for the AC company to come pick up. They haven't picked it up yet."

Another week went by. Finally, they ended up coming out with the part. But then, they needed another part. So, then it took another week for them to finally get that right. That was a nightmare. Since then, we went ahead even though we had not too much luck with the air conditioner, even though it eventually got fixed. The second problem we had was a hot water heater need to be replaced. It went fairly well. They took care of the issue. The technician came out and saw that it was toast and needed a new one.

If 2-10 would utilize higher quality technicians and companies, then the quality of service would go way up too. But they just use small little companies that are overbooked or have one technician to do the job. I got a couple of those. We got one guy who came out to find out how come my system would not go on. Once we hit summer again, we needed to turn on the air conditioner. We turned on the AC and it wouldn't come on. I checked and it was regular circuit breakers, a few things. The thermostat was fine. No problem there too.

We called the company out and they finally came out to check it out. Before he left, he told me that we need to send out an electrician because he figured out there was a short in the wire somewhere and he doesn't run new wires and he couldn't find the short. So, we needed an electrician. He asked for a $75 copay, and then he'd be getting back with me after the electrician comes out.

I paid him the 75, he left, and I called 2-10. They set up an appointment for an electrician. A couple of days go by and by the time we finally get hooked up to where I can talk to the electrician, he said, "What kind of wire they need to run?" I said, "I was told, it's a thermostat wire, the real thin stuff." He said, "We don't do that. We run the big stuff, the 210 or 110 AC. We don't run little AC and why is the AC company asking an electrician company to come in and run wires? They're just wasting my time and your time. You need to call 2-10 back and have them sent out an AC technician to do it."

I called 2-10 back and they looked into it. They agreed. I set up another technician to come out, who came out and fixed the problem. It turned out that the other technician actually blew the thermostat. When we found out our AC would not go on, the thermostat was working, it was lit up and displaying. Then he left and then we were trying to go through the gyrations of getting it fixed still, when we were talking to the electrician. Then when I talked to 2-10 again about, "Do I really need an electrician?" They said, "Doesn't sound like it. We'll send out another AC guy."

When the AC guy came out, he said, "It looks like your problem is is your thermostat's blown." I said, "It wasn't blown when the first technician came here. Then he must have done something, blew it since he was here." The new guy ended up running a new wire from something to something and he put in the new thermostat. Then we were up and running.

It was still talking a couple of weeks of hassles of going between companies and waiting and setting up appointments. These involvements of trying to get something fixed when they break isn't an easy thing. It takes weeks, sometimes months. The very first one, we did without air conditioning during the summer months, for a month and a half. It was crazy. If you really want something done fast, don't use 2-10. If you want something that's covered, so that you don't have to pay a lot of money if something goes out, then go with 2-10.

3 weeks later after several calls and more than an hour wait on each call to 2-10 and to their contractor, T & J Investment, 2.10 told me that it was a wiring issue and a code violation and the repairs are not covered and they denied services. I owned the house for more than 30 years, these were the same switches that existed in the house, no changes were made to cause any malfunction to these switches or wiring. This was my first service claim after 7 months with 2-10. Very disappointed, I paid $85 to the electrician, wasted time and money. I called an independent electrician, he said the wires are over 60 years old and need to replace them. Nothing wrong with the breaker box or panel.

There is also a BIG disconnect between putting in your initial order and then the purchasing department on ordering parts. Yes, the onus is on us to make sure that the part gets ordered for your unit. This requires waiting for almost tow hours. Very frustrated with this program/service. I plan to look at other alternatives after my contract is concluded.

I was assigned at least 9 HVAC techs by 2-10. Apparently, if the repair costs exceed $250, the techs are not authorized to perform any work...which includes getting a replacement part under under manufacturers warranty that is no cost to 2-10!! This company denied my claim when the replacement part would not have cost them a dime!!! 2-10 is a fraud, an absolute RIP off, and I cannot believe that I have paid $2000 into a policy that I cannot use. 2-10 looks for ways to NOT pay a claim, which is why high quality contractors won't deal with them. I have been told this by HVAC companies that are not in their network. This may explain their horrible network of HVAC contractors. I will be submitting a formal complaint to the Better Business Bureau.

Original Review: I submitted a service request to have my HVAC unit repaired on April 27, 2020. As of today, my unit still has not been repaired because 1. 2-10 has an awful network of HVAC contractors 2. The internal Authorization process to give contractors the green light to proceed with repairs is not efficient. There have been 5 contractors assigned to this request. Yep. You read that correctly. 5. Some have been no call/no shows for scheduled appointments. But the 4th one, Coolzone Heating and Air (Lithia Springs, GA) was so horrible that they shouldn't even be in business. Just read their google reviews.

My experience with this company was horrible. A tech came to my home, diagnosed the issue (leak), and instead of replacing the evaporator coil upfront, 2-10 chose to cut corners and only authorize the tech to seal the leak and refill the unit with refrigerant. Of course, that didn't resolve the issue. The tech told me that he would order an evaporator coil which should arrive in 10 days. This was a month ago. This company refused to return my calls after I left voicemail messages and never followed up with me. Having said this, I have a few questions.

4. Do you send low quality HVAC contractors to neighborhoods where the residents are primarily black and brown?

I am very disappointed with this overall experience. I have paid over $2000 into this warranty policy only to receive substandard service from these contractors that you keep assigning and from how 2-10 has handled this service request during the past TWO MONTHS.

At this writing I am on hold for the last 20 minutes listening to the same ad repeating, a form of torture. This insurance company and it's selected contractor, just can't get it together and get the job done, one says he doesn't have the authorization, and the insurance company says they don't have a diagnosis, apparently neither one can successfully operate a telephone to call the other and get this taken care of. So here I sit on hold, yep I sure will be renewing this policy at the end of this month! The contractor has told my wife to stop calling, and he will not answer my calls. The insurance company has told me that I could cover a different contractor out of my pocket and then submit a cash claim, cause you know I've got the cash for a new compressor laying around and I confident that they will happily cover my claim and issue a check right away!.

So here we are at about 30 minutes on hold. So I wonder should I continue to sit on hold, or call in again and go through the menu trees and speak to yet another operator, I know from experience that this that this takes at least 15 minutes before I get to speak to a human. I guess I will just start over again, maybe I will start another review based on that call. Have fun you all!

Then the next company was good. They came out and found the deficiencies. But then they said that the whole thing should have been replaced. It wasn’t. They just ended up ordering completely new parts to fix an old washing machine. Every part that you can imagine was replaced rather than just replacing the whole thing. And then this new place is good, but all the parts are on backorder. So, I’ve been sitting here going on three weeks now waiting for parts to come in. For the Freon issue on the other hand, the guy was probably the best contractor I’ve ever had.

But I was very surprised in this last call. I called and received a return call within 45 minutes. Then in less than an hour, a technician came out and the matter was resolved. This particular AC company will definitely get my future business. 2-10 company also has a representative, Joyce, and I appreciate her very much. She is an area manager for the area. She does pick up the phone on weekends and at times, she is also able to navigate a shorter route.

If we do not qualify for close to the $2500 replacement value who does!?! Everyone by their definition would get a replacement Frigidaire or $900. We had renewed our policy, but will be cancelling immediately. We do not have time to go back and forth spending hours on the phone trying to speak to someone who can share a logical explanation as to how our replacement value was determined. No thank you, we will take our business elsewhere. I would not recommend for anyone who has a higher end home and appliances.

On my most recent call I explained I have called the contractor at least 10 times and left 5 voicemails in the last 3 days. They told me they could not get me a new contractor or even tell me what other contractors are covered so that I could contact one on my own. It has been right above 80 degrees in the house for 3 days and I have not even been able to stay there. I would advise anyone looking for a home warranty to go with a company that has quicker and better customer service. If a contractor will not schedule an appointment with you it should be no problem to move on to the next one. Also I am not sure they research the contractors very much because the reviews on the one they assigned me have multiple other complaints about them not answering or responding.

I put in a trouble call on 19 March 2019 after my AC unit stopped working. The service request number was **. A service contractor was assigned. The service contractor assessed the AC unit and said parts had to be ordered--most significantly the compressor was bad. No surprise really given the unit is old. I was told parts were ordered on 24 March 2019. I realize the timing was bad due to the COVID-19 stay at home orders and impact to certain industries including AC parts manufacturers. I was informed that the parts would be delayed due to COVID-19 impact to suppliers.

After many phone calls to check on the status to 2-10 HBW, 2-10 HBW purchasing department, and the assigned service contractor I have learned that all of the parts ordered were delivered to the contractor except the compressor and were received on 15 April -- it's now 8 June! The AC parts supplier claims that the order shipped included the compressor. The confusion and inability to found out the correct status on the parts has been the most frustrating part of this process. Last week (week of 01 June) a call center advocate had told me that all of the parts had shipped except the compressor which had been backordered until 29 May 2019. Now I'm told that all of the parts including the compressor were shipped and received 15 April, but the service contractor says it didn't include the compressor.

So 2-10 HBW says they will have to reorder the compressor! Seriously? Did they pay for the compressor? Who is tracking this down? What a joke. I asked to speak with someone other than the call center "customer advocate". I am still waiting on a "supervisor" to call me. In addition sometime early on in this process, 2-10 HBW website changed my service request ticket from ** to ** "Homeowner ONSP (Buyout)" which I never requested. The impact of this is that while you have to listen through the lengthy explanation of how the website is the best place to check status and request follow-up, I can't do this with ticket labeled buy out so I have sit on hold listening about their fabulous website which at this point is useless to me.

Waited 2 more days and now they are saying they are denying the claim because it "must have been a pre-existing" issue. They said we would reach out to the previous homeowner because they "probably knew that this was an issue". We cannot and will not reach out to the previous owner to tell them they need to pay to have this fixed. That is absolutely ludicrous! After reading these reviews and seeing news articles online about how these Home Warranty companies work, we should have never paid for the Warranty. Such a scam.

After two weeks, we had not received an update. We tried to contact the contractor then contacted 2-10 again. Their representative said that we were being referred to another contractor in the area (so we would need to start the process all over again) and that this new contractor had two days to respond to the request. We waited and after a week still had not received an update from the second contractor nor 2-10. Again, we had to take the initiative to call 2-10 ourselves, only to then be informed that the second contractor denied the service request.

We were then over 3 weeks of having a broken washing machine and no resolve. 2-10 told us that we would need to contact an independent contractor for which they MIGHT reimburse us for (keeping in mind we had already paid our $100 service fee to the first contractor). After calling 2-10 again, we are told that the very first contractor did actually submit the diagnostic testing and somehow this was entered incorrectly in their system or lost in translation.

The purchasing department let us know that the request would be expedited with a new washing machine selection sent to us within 3-5 days, as our current washer was indeed damaged beyond repair. That was over a week and a half ago. Yesterday I called 2-10 yet again to tell them we had received no update from the purchasing department. I was on the call for an hour and 20 mins with multiple representatives. Each told me they were very confused by the notes in their records, and it seemed that now replacement parts had been purchased for our machine and were being shipped. Yet again, this was only another unfortunate contradiction from 2-10 from what we were told prior.

We were finally looking forward to having a newly functioning washing machine to only being returned to another uncertainty in this waiting game. They did not provide any status of how many additional weeks we would wait. After requesting for the second time to speak with a supervisor, I had to leave a voicemail to which no call has been returned (I do have his name, but will respect his privacy on this form). Only yesterday, after my hour long call, did we receive any type of written correspondence from 2-10 informing us of any sort of update (although again contradicting to their previous correspondences). This was provided only after I stated that each time we've ever received an update was from us taking the time to call and request one. This lack of communication is frustrating when these warranties are hundreds of dollars.

I've requested twice for an email address or any form of written documentation contact to express these concerns. One representative told me that 2-10 did not have supervisor emails and the other did not know one to give me. While 2-10's representatives that we've spoken to have been incredibly kind over the phone, it's difficult to say that their customer service is adequate when no service resolution is actually provided. It is now June, and this will be the third time I've had to drive laundry to a family's house. I've expressed multiple times to 2-10 that my husband is in healthcare, and we have to be able to adequately sanitize his clothing during Covid-19 between patients.

To put this in perspective, our closest family member is an hour and a half away. Needless to say, this has been a very discouraging experience, and I would hate for another family to spend hundreds of dollars trying to cover their home just to be disappointed. We personally aren't in a position to dispose of income like this. If you are looking to personally buy new appliances and for a company to simply pay the 100 dollars towards your purchase without fixing or replacing anything, then this might be an appropriate company for your situation.

We've done everything we can to be as patient as possible understanding that the world is slow moving right now; however, taking zero initiative to provide your customers any form of communication creates a negative rapport. I personally supervise 100 employees, and I believe that management knowing why a customer is lost is important. This experience has not only lost you a customer for life, but also has lead us to discourage our family and friends from purchasing with 2-10. If we do not have an update of new washing machine selection by the end of the week, we will find a report with the BBB as we unfortunately can't receive any resolve or consistent answers from 2-10.

I was then told that they have 48 hours to find a contractor before allowing me to go out of network! When I stated that 2 extra days with no AC is a long time to be without, the representative for 2-10 told me that it would be even longer than that because then the company of my choosing will have to get approval from 2-10 to do the repair, parts will have to be ordered, and then they will have to come back out and actually fix it. It seems excessive to have to wait an extra 2 days every time I need something repaired (especially an AC unit) and I'm not impressed by their own reps making it sound like a hassle to get anything done through them. 2-10 Home Buyers Warranty is NOT a good fit for RURAL homes and I will not be renewing my contract with them!

I swear I feel like I am on a hidden camera show... Bottom line As a full time Real Estate agent with over 20 years experience I STRONGLY recommend doing your own research prior to choosing 2-10 as I will will share with all fellow agents, my current and future clients my personal experience. Once this has been rectified I will cancel my plan immediately.

We have had the warranty for three years now. Every single service call there is always additional fees. Recently, our water heater went out. Plumper came out, and I paid him the $100 service fee. Got a callback, was told that there was going to be an additional fee of almost $300 because 2-10 does not cover installation of water heaters when the plumper has to modify piping; it would be covered under Supreme coverage. (The fee also includes the hall-away charge, which I can understand that, but not installation).

I have done sufficient plumping to know that when you install water heater some plumping is ALWAYS required; IT IS NOT THE SAME AS REPLACING A REFRIGERATOR, you don't unplug a water heat and plug the new one in. To me, it's just 2-10 trying to get out of paying. In addition, we have a 12 year warranty water heater. We were promised a like for like replacement. Now 2-10 will only pay for installing a cheaper 6 year warranty unit. IMHO a total RIPOFF --- we will not be renewing.

After calling 2-10 on May 11, the representative read the notes and agreed the fridge needed to be replaced and transferred me to purchasing/claims. The lady from that department told me it was with the research team looking for a replacement. The next day I get an email stating another dispatch has been sent out to another company, Pirtle appliances. I called 2-10 to ask why another dispatch was sent out and the first representative said she didn't know. After getting transferred to purchasing, I was told they found a part that would work. Pirtle came out 3 days later on May 14 and had no idea what was going on. They looked at the fridge and agreed the control board needed to be replaced. They wanted us to pay them a $100 service fee which we refused because we had already paid it once for the same issue.

I called 2-10 on May 15 to ask what's going on and the representative said that they were waiting on a diagnosis. This makes no sense since A&J told them weeks ago that this was the issue. Supposedly since Pirtle confirmed the day before that the control board needs to be replaced, now it's with the research team again to look for a part that will work. I waited a week to call back and ask for update. The lady put me on hold then came back and said she had to contact Pirtle for a part number and now they are looking for the part. I asked to speak to a supervisor as it seems we keep getting the run around and no one is taking care of the claim to actually get our fridge fixed. She told me it would take 24 hours for a supervisor to call.

It has been another week and we have not heard from the company at all regarding fixing our fridge. It sounds like they are doing anything they can to avoid replacing our fridge which according to our warranty they are supposed to do since it cannot be fixed. They are wasting our time sending people out repeatedly for the same problem while we have been weeks without our fridge working properly. I highly recommend not purchasing any services from this company as they will just waste your time.

2-10 was extremely easy to deal with, gave me all the information I needed to make sure my claim wasn't denied because I didn't provide something. Went thru my itemized invoice with a fine tooth comb with me on the phone. They authorized the work and then I sent in my paid invoice once it was done. It was at this point I thought there was going to be a "gotcha" and they would somehow deny the claim and I would be out almost half of what they were covering. NOPE, they responded right away on Facebook when I asked when the reimbursement check would be sent. In 2 days they got back to every message I sent and they even escalated internally.

On the 2nd day, Yvonne emailed me and told me everything had been approved and a check would be sent next business day. Even though they only covered half of what it cost to replace the coil, it's less that had to come out of my pocket. All in all, am I going to renew and pay for this myself? I'm 99% sure I will for at least a few years.

My air conditioner has been broken five or six times now and 2-10's contractors have fixed it. However, if my air conditioner breaks on a Friday, I have to wait 'til Monday before anybody calls me. I now have a paraplegic husband and it's not like we can just go to the local motel/hotel as he is in a hospital bed. Sometimes expediting service is an option but sometimes it's not. The wait time can be improved and 2-10 has to be more on top of that. Their prices have gone up a lot as well.

Well--the initial call to 2-10 was placed on May 5th. After repeatedly calling through May 12th, I finally received word that the claim was denied. They called this issue an internal shell problem!!! What???? I had an inoperable ice maker which caused this issue. Well guess what----because they are calling it an internal shell problem, this is not covered (excluded) from the warranty!!! Hello--it is actually an ice maker issue and I still do not have a functional ice maker. Oh--and the fix from the manufacturer would be over $700.00 and it doesn't fix the problem. I have pictures and all of this information recorded. DO NOT waste your money by getting a policy through this company!! You will be sadly disappointed!!!

After waiting for the required period and receiving no update, I called 2-10 again and was told that 2-10 was disputing its own contractor's determination that the dryer needed to be replaced and needed more information from the contractor but had been unable to reach him. I then again had to track down the contractor on my own and ask him repeatedly to contact 2-10 and work through whatever issues needed to be resolved. After several more days of back and forth, I was finally able to get 2-10 to acknowledge that they now had the additional information they were looking for from the contractor. I again waited another few days before contacting 2-10 but am now being told that the claim was recently submitted to their "research" department for further processing and that it will be at least another 3-5 business days before any resolution.

All told, it has been almost three weeks that we have been without a dryer and there is no end in sight. I have called 2-10 approximately 10 times over the past three weeks and every call involves wading through endless menu options, being transferred to multiple departments (customer service, claims, purchasing, etc.), none of whom speak to each other, and being promised call-backs from supervisors that never come. The entire process seems to be designed specifically to delay processing claims and the entire experience has been one of the most frustrating customer service interactions of my life.

They refuse to replace the fridge. They stated that not having a fridge is not an emergency therefore will not pay to replace. I guess living in Arizona where it's already 100+ and dealing with COVID-19 makes no difference to them. Who needs dairy or meats to survive.. They are a heartless scam of a company. Also beware of all the 5-Star reviews on this site. They are most likely paid reviews to make themselves look good. Just look at Google reviews. This company has 1.5 Stars. It's hard to find any reviews over 2.

Generally, when I submit a claim on the phone, I’m told to expect the contractors out within 24 hours, and that they will send my contact information and I’ll get an email from the contractor. I wasn’t really pleased with the latest plumber who came. He did not do anything and told me my system was all right and I still have no water pressure. Without water pressure, there's no hot water. I know it’s not the well because we ran a flow test on the well and it’s 10 gallons per minute at the well and it’s two and a half per minute at the house. So, somewhere there’s a problem, and he said it was the well.

The technician was at my home less than 10 minutes and explained that 2-10 Home Warranty would not replace the unit BECAUSE it was still operational. Are you kidding me? Just because the microwave turned on, all is right in the world. Because of the failed sensor and evident damage, we felt extremely unsafe operating the appliance. We expressed just that, but he was adamant that that really didn’t matter. He stated that they may repair the damaged parts. He collected a $100 service fee and went on his way. 2-10 called the next morning to tell us our claim had been denied. Once again I reiterated that using the appliance was unsafe by anyone’s standards. According to the customer rep., the technician stated it was operational; therefore, the claim was denied.

The rep. said we could hire someone else to repair it at our expense, and they would review it. Our response was, "Of course. You scammed us out of the initial cost of the warranty and another $100 service fee." We replaced the microwave at our own expense. I will leave you with this question as a consumer. If 2-10 can leave this customer feeling this frustrated and unsatisfied over a built in microwave oven claim, what do you think their response would be to a much bigger issue? In the end, we will NEVER renew the warranty, and consumers BEWARE. The warranty is not worth the paper it’s printed on.

I filed a service request on March 30, 2020 to repair my AC. The following week, I received a message stating that a new air handler would be delivered by March 16, 2020. I called the company contracted to install the equipment on March 17, 2020 and was informed that 2-10 told them to not install as the claim was under review. After calling 2-10 multiple times I was told that the part was being shipped and would arrive on or around April 24, 2020. After confirming it did not arrive, I called 2-10 and learned that the claim was under review again. Furthermore, I was told the reviews department could not receive incoming calls and thus, I could not reach the individuals involved with the approval. I will also file complaints with the GA, CO, and CA Departments of State.

As for contractors, it's up to me to select them which is good. But when I call, their system will automatically assign a contractor. Even if I enter the name of the contractor, their system still sends me to somebody else. I have to ask them specifically to switch to the contractor of my choice because I know the guy is doing a good job. It's saving money for both 2-10 and myself. At one time, one of my tenants was very upset because it took three weeks to come and take care for the last minute. They ended up having no AC in a 90 degrees heat and I had to scramble to find somebody else.

I hope 2-10 would fix the system so that I can see history and I can select the contractor I used to work with. They also keep on raising the price even for properties with no claims. If it's just one house, it's okay. But I have the rental plus my own home here so I need to shop to keep the costs down. But for their service reps, once they're on the phone, most of them are very pleasant to deal with which is great.

The first person told me that 2-10 said that it is not covered, but I called the service from Sears. They came and they gave me a completely different report. The first person didn’t even look at the problem. He just collected and he noted something. It should be covered by 2-10, but 2-10 refused to pay the whole amount because it’s not part of the agreement. I have a couple of my neighbors who had shifted to a different service because of this kind of issue. 2-10 suddenly started increasing. Since we had automatic payment we were not keeping an eye on this one. We started around $28, now we are paying $50.

The electrician came back with a $60 light fixture that looked like a pretty cheap light fixture and he wanted to put that up. I told him that it would not work. He said that there was another one that was smaller but it was $40 more so we had to pay him the $40 difference to get the other one and install it. 2-10 should at least get something that’s equivalent to this fixture that’s being replaced.

The lighting in the garage was these outdated fluorescent tube things and the ballast had gone bad on both of those. Instead of just replacing the ballast and putting those back up there, we asked him to just put a single light bulb in the ceiling where each of those was which should be cheaper but ended up costing us 40 more dollars to put in. I spoke with somebody else at 2-10 and they said that it was based on whatever it cost to repair whatever was in the ceiling already.

3- Right after I called the AC company, they came later that morning and in 5 minutes the guy knew what was wrong and in the next 5 minutes he had the capacitor in his hand and was replacing it. I have to be honest, I did NOT call 2-10, I did NOT stop the guy that was fixing my AC for my home in the middle of a coronavirus crisis when I did not want to have anybody in my house because I have old people at home and other people high risk. It was not 500 dollars or anything like that, it was 111 dollars they charged me for the part.

4- I was very sure and trusting that I had 2-10 to cover that, um um, I was wrong!! When I called them Monday morning with the official receipt from the AC company they refused to pay the bill just because I did not follow the guidelines, they asked many supervisor to who I also had the opportunity to talk to and they actually were worst, they even presented to me in a way that they dont have a way to tell that I called them before I called the Ac company, this person, Rachel was her name, Claim supervisor and think she said, even said that it took 30 days for her to get emails I sent her team proving that I talked to an agent, I even sent them print screens of my phone call log.

5- At the end of the call when I express my dissatisfaction even more and that I was going to cancel my services she finally said that they cannot pay 111 for a part that cost 17 dollars online, oh, then I understand more their problem, I called the Ac company and the charge was correct, they charged me 111 for a part they get with good quality and they also include in that price 1 month warranty for labor and replacement of the part.

6- So, 2-10 was being not flexible at all with a customer of over 2 years paying 40 dollars a month because maybe they were going to pay 50 dollars more if so than with a provider in their network, and still I doubt that, I am sure that to send someone to my place and do the labor to replace a 17 dollar 440V electric part is not cheap. 7- Another detail to mention, they even told me that I even if they approved to pay the claim I would have to pay the 75 dollar fee even when it was not them who called a provider.

So yes, I question if worthy at all to have this service and on top of that they have bad customer service and flexibility. That is a no no, I don't want your service 2-10. So to brief, to be clear and Honest, I did NOT call them for approval right when I had the technician replacing the part, I had to have the technician fixing it no matter what, it was just 111 dollars, 2-10 side was not understanding at all and no to cover the 111 dollars because I did not call. To me that is not good and furthermore I canceled their service.

I love Mike, their rep. He's very helpful, goes out of his way, and is quite courteous. He makes a bad situation fun. The one thing that I hate about 2-10 warranty is that they use Elite Heating & Air Conditioning here on Omaha, and the co-owner, Julie, gave us the hardest time. At one point, I hung up on her because she was so incredibly unprofessional, and she called me back and said, "You know what, if you wanna play it like this, I can make it so that you don't get your heater approved because it's all about what I tell 2-10." I was so furious, but I had to play her game. I had to bow down to this horrible woman, but then when I found out that I could go with someone else and just do a payout, there was no way I was gonna give her my business. I didn't trust this woman.

I complained about that to Mike, and I really hope they stop using Elite because if you look at the web pages for Elite, the majority of the complaints were, "I was forced to use this company because of my home warranty company." There's nothing nice written about this lady. It's all scathing and how unprofessional she is, and it's true. So, I pray 2-10 finds a different company.

I challenged them and said that there's no proof that the vent isn't there. He didn't do any wall probing and he didn't go up on my roof. He was there a little more than 15 minutes. He didn't snake the toilet nor pull the toilet from the floor to do a visual inspection. I told them I was dissatisfied with the service. So, the rep said that she could send out a second opinion but that would cost me another $100 if that would be from a separate company. If they found that to be the same hypothetical vent issue, then I would have to pay that. I told them that a different tech from the same company be sent and that way, I wouldn't have to pay the deductible. One of the most experienced techs they have should be sent just to contradict. It's a different set of eyes and a different experience level. They should send the head man in charge out to take a look at this.

It was the same plumber who showed up on the day that it was scheduled. He was so wrapped up in this vent that I explained to him why he returned, which was because he didn't do the job in the first place. Step one would be when you have a clogged pipe, to snake it and step two would be to remove the toilet to do a visual. He explained to me that none of that would be covered. I'd have to pay out of pocket for it. We got to redo everything. He pulled the toilet, snaked it, put it back together and then he brought me to the bathroom and said that the plumbing was all messed up and there was no way this toilet could work. It was impossible the way it was plumbed.

I said that we should try it. So, I go to flush the toilet and the water wasn't even turned on. After he did all that work to it, he didn't even make an attempt to try it. So once he turned the water back on, the toilet flushes fine. We did that about 10 times. We flushed the toilet and it had no problem. Then, I noticed that one of the fasteners on the other side of the toilet wasn't fastened out. I asked him why it wasn’t. He told me that he broke the flange when he removed the toilet. I told him that it needs to be repaired. He said that there was no point. All these would need to be ripped up. I said that it needs to be on the report. So, the toilet is flushing but he didn't replace the wax seal on it and now, it shoots water out the side.

The company sent out a second plumber as a third attempt from a different company. The gentleman walked in, flushed the toilet and said that it was a venting issue. Then, he walked out. They probably already filled this guy with gobbledygook. The toilet's flushing fine now but I'm trying to get ahold of 2-10 and they're being very difficult to get a hold of. I have unsuccessfully been able to do it since last week. I made four attempts today. My issue is still open but they feel it's closed.

The lady made several late attempts in the afternoon to try to contact them. But because I didn't reply within an hour or two, she said that this will be closed. I immediately called her back but she will not answer the phone. So I left her several voice messages today, and then I contacted the regional manager, who texted me and said I gotta go through her. So I let him know how unprofessional a text message would be for me to receive from a regional manager when I have an open issue. It has been an awful experience with 2-10.

That time, the 2-10 staff were not cooperative with me. Even though I paid to them, they should have given me my money and then it would be very easy for them to claim it from the contractor or to get from his payment. Then I didn't know how many hours I was on hold talking to different people. I didn’t expect from a big company something like that. I should have been rewarded, there is always customer service. So, all this, I was disappointed.

I had another issue recently in which my heater was not working. A technician from the contracting company came and he was very efficient. He checked and then he told me I had to change the battery for the thermostat. Unfortunately, I didn’t have a new battery. But to make him happy, I changed it. Then he told me he fixed it. When I checked it half an hour after he was gone, it was not working. I called the contractor's office and told them if the guy was in his way, he could come and recheck it because it was not working. The lady told me that he was not in the area and she asked me to put a new battery and then to call her after.

Because of this COVID issue, I don’t want to go out to buy a new battery. It took me three days to buy it then I put it in. I knew it was not a battery issue. I called the lady and she told me that she closed the claim. When you have the same problem and it’s not fixed, you use the same claim order, and that's what I've been doing in the past even if sometimes it takes one month to be fixed. It's not a new claim. Also, this is just in a week’s time.

She said I have to contact 2-10 to give me a new number and then she said that they would charge me because it was the same issue. She told me just for my file to get another claim number. I also have two contact numbers in which one is my office number which has an extension. She also told me to ask 2-10 staff to call her in order for her to cancel the extension. I called the home warranty and told them the situation to the guy. He said that the lady couldn't give him orders as they have their own way of doing things. I finally said that it should be between him and her. Then, the guy was so rude. He didn't even know what he was doing too. I didn't know he gave me a new order and then gave me the claim number. It was after I knew it that he just put it as a new. I explained to him very well the situation.

Then I gave the lady the claim number and then she booked me after three days, and then she called me back again saying that the person who’s supposed to come was just sick with coronavirus and that he’s quarantined. By next Monday, she would send me another person. Then the guy came and fixed the heater. He gave me the receipt and said I have to pay $75. I told him that I won't pay him because it was the same order. He said that this is a new one and that I had to call 2-10. I said that I would not call anybody. He was so mad and he left. Even the lady didn’t call me.

After that, 2-10 Home Warranty called and told me I was supposed to pay the guy. I said no because it’s the same order. I explained very well to the guy when I talked to the second time about what happened before and why it has a new claim number because of the contractor. They told me that I still have to pay and I said I won't. Besides these two incidents, the service is excellent.

I then called PARKWAY PLUMBING out of Woodbridge VA (703-690-6878) and reached the owner Brian. I explained the situation of what I had done and what Rush Co failed to do. Brian's crew arrived within 2 hours...LISTENED to me and proceeded based on that. DRAIN and main sewer line clear. If you want ** service call Rush Co..Rush Electric. If you want ** service from your over priced warranty co..about $1000/year.. use 2-10 Home Buyer Warranty. IF YOU NEED A PLUMBING AND HVAC SERVICE IN NORTHERN VA...CALL PARKWAY PLUMBING..703-690-6878.

But overall, I’m very happy with 2-10 and what they are doing. I like the service of their back office and their ready response. But I hope that they continue with this level of proficiency and ethics because I have had very bad experience in the past with American Home Shield. They gave the same type of service in the beginning, but as they got more customers and became bigger, they got to be real schmucks. The owner of the company was a Russian guy, so he hired all these Russian guys to be subcontractors. And when I'd call them for appliance issues, the subcontractors would come and start looking around in the kitchen. Then they point out to a nervous lady at home that something needed work and that she needed to tell her warranty company. But they'd say that they could do it for x number of dollars and and that is unethical on my part.

Compared to that, I’m satisfied with the service that 2-10 has rendered to the most excellent manner. The price that we pay to the subcontractors who do the work of $85 on each call is very high compared to any of their competitors, but that is something I knew upfront. They didn't hide it and I had a choice of saying no at that time, but I didn't.

Original Review: March 19, 2020

Do not trust your home warranty with this company. We had a simple request to repair a garbage disposal. Yes we could of fixed ourself, which we did! Could not get a call back from 2-10 or the contractor. This company takes your money and does nothing. I just called them to cancel the work order. Told her our issue. I was just told sorry and was asked if that's all I had. Save your money and go with a more reputable company to warranty your home. We will be letting our builder know not to recommend this company. Pathetic service!

3. Third contractor calls and after hearing our non professional guess as to the problem declares he doesn't have the equipment to fix it.

Upon calling 2-10 the next morning we are told it would go out to dispatch again. Calling them back a few hours later we find out the first rep and CANCELLED our ticket as a customer cancel. So now in the afternoon of day three a new ticket had to be opened. And the same routine is beginning, the first company assigned to assist... the one that no longer services our area. Ridiculous! We have no use of our bathrooms or kitchen sink, I assure you we did not cancel anything. While we wait the situation gets worse and I fear damage to our home.

I spoke with a representative (who was very polite and none of this is a reflection of her) at 2-10 yesterday and they do not know when/if it will arrive. I asked what my rights as a customer were as a customer, what the policy on how long we would have to live with a broken dishwasher (It has been over 3 1/2 weeks to this point). She said there is no guidelines for how long a customer could wait. We also found a few other deficiencies with the washer and said they would send another technician out "soon". I just wonder at what point would 2-10 be willing to replace the dishwasher if customers have a potential "indefinite" amount of time to wait to have a functioning appliance....a service that has been paid for. Still waiting and completely unhappy at this point.

We are out of a washer and they will not replace it. I call every day and they go all around in circle not meeting a resolution. When they sent the first worker out it was immediately, but now you’ll claim there is no one to come out at this time. I know 2-10 do not want to meet their goal with customer service and promise. They want you to fix it on your own. I have this service for nothing. Very disappointing.

Renee

We had a contractor assigned to us and they were amazing. The problem was 2-10 wouldn’t authorize OEM replacement parts. So, they went and ordered parts, but they ordered the wrong parts. Our contractor had to send those parts back to 2-10 before 2-10 would order the correct parts. 2-10 ordered parts again that weren’t OEM and they were not the correct parts, so then we had to go through the process again. It ended up them having to order parts three times, and each time, it was the wrong parts. Finally, they decided just to replace the whole system, and that still took about a week before they would approve that. They definitely need to speed up the process. And if they can’t find the replacement parts the first time, then they just need to go ahead and replace the system. I would make sure people knew that the process was like pulling teeth.

I called 2-10 in the afternoon. They called the contractor. I'm not clear on the explanation, but they wanted to reschedule. Told the 2-10 representative to have the contractor call me. They have my personal cell. We've talked multiple times. We've texted for months. They know how to reach me. Nothing as of 9:37pm. I can't place the blame squarely on 2-10, but they hire these contractors. I don't have a choice, that's the whole point. You have to use their contractors or the warranty is voided. Thus my beef continues... 2-10 may be a wonderful company, the system may work other places, but near me they are apparently hiring out the work to worthless contractors. As this has been an ongoing issue for 9 months, I suspect this will not be my last post. SO, until next time... Avoid 2-10.

Original Review: Since purchasing our home two years ago we've had a few claims. First, our furnace went out. The process was relatively smooth and within a few days he repairman showed up and it was fixed. The second claim was the following summer when the A/C unit went out. 2-10 didn't have a service pro in the area so we had to call our own. While they did end up replacing the process took several weeks. The price quoted by the contractor we called was higher than 2-10 wanted to pay. I can understand that, but it's not our fault they don't have a contractor in the area.

The big issue was the numerous calls that it took and conflicting information we received the entire time. I called almost every day to get updates and one person would tell me they were waiting on the Purchasing department, the next day they had to reach out to the contractor and would be calling them. I talk with the contractor, no calls. Then finally once 2-10 has everything they need they promise me a call back. Never happens. They absolutely NEVER call back or call when they say they will. If they give you a deadline or a 3-5 days, or anything of the sort YOU HAVE to keep calling them. They finally issued me a check for the quote given by the contractor and told me that I was on the hook if it was more. Thankfully, the contractor quote was exactly the final amount with no overages.

Finally, the third issue, and most frustrating, we've had is with our refrigerator/freezer. The issue was first reported in June of 2019. The ice maker quit working and there was excessive ice buildup in the freezer. I write this review as of February 17, 2020. The issues are still not fixed. A contractor came out in June and replaced the ice maker several times, sealed the line and added Freon. Nothing worked. Apparently it was reported as fixed. It never was. I reported it again November of 2019 (and had to pay another $100 deductible even though it was not actually fixed the first time). I call once or twice a week going back months. All I get is the run around.

They are waiting on the contractor. They are waiting on the purchasing department. They sent an email to the contractor. Contractor never gets it. They are waiting on a part. The part arrives to the contractor but it's no good to have an ice maker if the freezer doesn't work. I can't even remember all the issues/excuses, but the one thing that is clear, again, through this process is that 2-10 absolutely NEVER calls back with updates when they say they will. It's always the contractor's fault or the company they are purchasing parts from or someone else. I cannot recommend 2-10 for a home warranty. The people in customer service are friendly, no complaints on that end, but there is a flaw in their system somewhere.

I called yesterday which is now Feb 11 and the Customer Service told me that the Purchasing Dept is reviewing it and it will take 7 to 10 business days to see if they can find the parts to repair and if not they will replace the unit. However, I told Julian which is the Supervisor of the Customer Service, that will be another week or so for me not having a washer and it is very expensive to be back and fort at the Laundry Mat not including the inconvenience. He told me it is out of his control and I said "NO" It is under control by 2-10 Home Warranty. The only thing is the 2-10 Home Warranty wants to fix the issue in a cheapest way instead of fixing it now and let the Home Owners not to stress.

I told him that since then between the $199 and going to Laundry Mat cost me already a total of $400. or more. When you sell the Home Insurance I said that you PROMISED the customer to have peace of mind. But for now still not happening. I called Purchasing Department and still the lady that I spoke to same the same thing. What kind of Insurance 2-10 is practicing. I wouldn't recommend to any homeowners to buy this insurance or even any Real Estate Company to recommend it to the Buyers. They are terrible. Today is Feb 12 and I don't have any idea when my washer will be fix. If I can find a local TV Network today I will make a them help me to reach out to 2-10 and also let the other customers or people be aware what this company does for the customer. They want to sell their insurance and take our money but not helping us fix the issues. 2-10 Home Warranty does not even deserve one star in my book....

When I finished, I copied it into an email, and I sent it to my warranty rep, Trish, and I said, “I want you to see this below. Yes, I'm ranting, but I'm a little frustrated.” And I just put in there, “It really takes a long time.” And I didn’t want it posted because I do subscribe to selling these things and they have value, but there is a definite gap in how they provide their service that really needs to be addressed to make them a better product. As soon as she saw that, she called me, she escalated this, and the part that wasn’t going to be in until the 28th miraculously arrived and they installed it on a Saturday. I gathered they don’t work for 2-10 on Saturday. But once Trish and the follow-up customer care line or whoever put a fire under them about this, they all of a sudden worked on Saturday.

We started having trouble with our refrigerator on the 30th or 31st. It started with our icemaker was rattling. So, we moved everything around, it would stop for a while, and then the rattling got progressively worse. We called in our first call on January 2nd and they replaced a computer board, and then they just said, “We can't fix it and it's the fan assembly.” We got our check some time mid-February.

I told the rep one time when they told me it was gonna be another three or four days, “Can we go with a different company? Surely, somebody can get here before that.” Because at that point, we had a refrigerator that was hovering around 40 degrees to 44, and a freezer that wouldn’t go below 20. So, nothing was freezing and stuff like milk was going bad. You would not want to put anything in there too long. So she said, “If you do that, you have to start the process over. You have to have an initial service call with another company, and then you have to pay the $100 again, and you have to start the whole process over for diagnostic.” I said, “Why can't they just pass that to the second company? It's not my fault they can't get out here for several days.” But they wouldn’t do that or they discouraged that.

I went to a Realtor training thing and I had another company there, and they were talking about how they have their own service reps that are part of their company. The woman said that, “We have our own staff because when a company," and I'll just use 2-10, "when 2-10 has a service contract with somebody and you have A-1 Appliances, and A-1 Appliances is gonna get $50 from 2-10 or they're gonna get $150 from the consumer on the streets, what service call are they gonna take first? Where are they gonna put their priority? They're gonna put their priority on the individual that’s gonna pay them.”

We also had 2-10 out last year for our washing machine and it was a different company, but the guy came out, ordered the part, told us the whole steps of getting it fixed, and it wasn’t even four or five days between when the guy first came out and got it fixed. Four or five days with no washing machine is a long time, but it went much smoother. Maybe it was just the nature of the problem and the company. It was resolved and they paid us, but the refrigerator circus was frustrating.

After couple of calls with 2-10 today (Tuesday, 4th day without heat), the parts are yet to be ordered. I am not confident about getting the heater fixed in next 3-4 days. This week is very cold and Thursday forecast is showing a low of zero. 2-10 doesn't allow the contractor to buy the parts even in these type of emergencies and it looks like I have to live without the heater working for about 10 days. This warranty is not working well for me here. They should respond faster for these type of emergencies!

The third time a contractor came, he also didn't have any information on the refrigerator. The first and second contractors didn't inform each other what was going on. The third contractor tried to repair it and after, he said that since my unit is a build-in old fridge, the manufacturer didn't make the parts anymore. It is unfixable. 2-10 said they would consider my unit a total loss and three or four days later, I got an email saying they would send us a check to purchase a new fridge. We're very satisfied with 2-10.

A new contractor was identified by the warranty company the next day. Unfortunately, that service company did not service our type of refrigerator as well and they immediately communicated that back to the warranty company. They forwarded me the email that showed they told the warranty company they could not do the work. I waited 48 hours and contacted the warranty company. They promised to contact me Friday morning - a full week after the initial request was placed. We did not receive a follow up phone call.

When I reached out to them Friday afternoon, the customer service representative indicated that they still had not identified a refrigerator contractor. I explained that we needed someone to be dispatch to our home to help us with this. What is the point of this warranty if they’re not even going to find someone to fix the appliance? I asked what our options were and they said they would be working on finding someone to help us. We are now nine days past the claim and we have yet to have anyone to our home to even diagnose the problem. We are incredibly frustrated with their lack of communication and follow through. We are recommending to all of our family and friends NOT to purchase warranties from this company. It’s been a complete disaster.

I spoke to a competent young lady and once I got down to the bottom line of it, it did a hell of a turnaround. It seemed like as soon as I talked to her, she got the ball rolling. She was pleasant and she made things more comfortable for me than anybody I ever spoke to. The last lady I talked to did an awesome job as well. Thumbs up to her.

We put a bucket under the leak to catch the water, which didn't really help but it was all we could do as we're not plumbers. So we decided to complain about this untenable situation. After hours on the phone with our complaint falling on deaf ears at the 2-10 company we decided to try the Better Business Bureau. In the process of filing a complaint with them we were presented with a special phone number to call the 2-10 escalation dept in an attempt to resolve the problem. We called it and spoke with a very nice lady who apologized 100 times and she agreed to cover this very simple claim. She sent out another plumber 1 week later. He arrived and also refused to fix the leak unless we paid him $280.

That was an offer we refused since it now appears to be a total scam that involves ReMax agents, the plumbers and 2-10 Home Warranty all having a monetary interest in denying claims like ours. So now in addition to having wasted $600 on the warranty we have a hole in our ceiling, a leaky pipe and damage to the carpet and sub-flooring below the leak. All this after two plumbers and $600 spent along many, many hours of our precious time wasted. Now it's our mission in life to warn everyone about this rip off. Our only hope is that when we present our case to a judge the courts will put a stop to this by inflicting severe pain upon these ruthless people who've colluded together in order to take as much money as possible from regular people like us.